Front Office Reception国际酒店前台管理操作程序资料RM-FO-Rec-026 Show Room参观房

1、国际酒店前厅部操作手册前厅部Front Office前台服务程序国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LOCAL STANDARD OPERATING PROCEDURES本地

2、标准操作程序LSOP No.:RM FO FD -026Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Show Room 参观房_OBJECTIVE目的：To provide perfect assistance to the guest who expect to look around our guest room.为要求参观酒店客房的客人提供完善的服务。POLICY政策：To ensure we offer cor

3、rect show room no. .保证提供正确展示房间的房号。PROCEDURES 程序： 1. Housekeeping should in charge of block the daily show room before 8:30AM, ensure the room is in good condition and ready to be visited. All the room rooms should be block to “Show room” with opera system.管家部负责确认每日的展示房，并确保在早上8:30之前在OPERA电脑中将指定的房间设定为

4、“HW”状态。2. Morning shift GSO should prepare two sets of room key for the show room. 早班前台主管将负责为每天的展示房准备两套房间钥匙。. 3. The show room should include:展示房包括以下房型：a) Deluxe Room King/Twins 豪华大床房/双床房b) Deluxe Room Ocean View King/Twins 豪华海景大床房/双床房c) Deluxe Lagoon Access King/Twins Room礁湖大床房/双床房d) Conner Suite别致

5、套房e) Grand Bay Suite豪华海景套房f) Renaissance Suite万丽套房g) Villa别墅 (try to arrange same floor with one of above room type) (尽量安排与上述的某一房型在同一楼层）4. When the guest expected to visit our guest room, the GSA should inquire the guests name and staying planning with manners, and tell the guest that we will inform

6、 the Sales Department for serve them immediately. During the waiting time, GSA should invite the guest to the rest area and offer the brochure of hotel.当宾客要求参观酒店房间时，GSA应礼貌地询问宾客的姓名及需要参观的项目，告知客人我们将立即通知酒店销售人员提供服务。在等候期间，邀请客人在休息区域休息，并提供酒店客房的宣传册给客人。5. GSA must introduce the Sales ambassador to the guest.在

7、销售人员到达时应将酒店销售人员介绍给客人。6. If the Sales ambassador is not available or out of operation hour, GSM or GSO will responsible show room for guest, and particular introduce the facility and feature of hotel room.如果无销售人员在办公区域或在销售部人员已下班期间，将由GSM或者GSO引领宾客参观房间并详细介绍房间的设施及特色。7. During the converse with guest, if g

8、uest have interest in sign contract with hotel, GSM or GSO should assist the guest contact with the Sales Department or leave the guest s business card or contact information and give to Sales Department to follow up.如在交谈中，宾客有兴趣同酒店签订协议，GSM or GSO应协助宾客与销售部联系或请宾客留下名片转交销售部跟进。8. The entire key card be collected or returned should always be recorded.所有展示房的钥匙使用必须确保登记并及时归还。9. After show room, should inform the Housekeeping immediately for general cleaning. 在每次使用展示房后，应立即通知房务中心对该房间进