Front Office Reception国际酒店前台管理操作程序资料RM-FO-Rec-004 Prepare Group Arrival预抵团队准备

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 -004Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Prepare Group Arrival预抵团队准备_OBJECTIVE目的：Groups must be well prepared in advance.团队抵店前必须做好充分准备POLICY政策：To ensure accommodated in a smooth, friendly and efficient

3、way以便确保团队登记服务友好、高效PROCEDURES 程序： PROCEDURE1. Group coordinator, will obtain all relevant information from the organizer prior to the groups arrival, i.e. time of arrival, details of the arrival, luggage run etc.团队联络员会从团队组织者那里在团队抵店前较早获得相关信息，比如团队抵达时间、行李抵达时间和其它详细信息等。2. All rooms will be pre-allocated,

4、taking into consideration any requests for non-smoking rooms, upgrades etc. Keys and key-envelope must be prepared, together with the Group Check In Sheet. Depending on payment-method, all necessary preparations for a smooth check-in must be made.团队客人抵店前，所有房间必须提前分配，同时要考虑到团队的特殊要求，包括不吸烟房间，升级房间等情况。钥匙，钥

5、匙袋以及团队日程表必须事先准备好。根据客人付账方式做准备以便快速登记。3. If the group will be arrival before 12:00, must inform Housekeeping Department to prepare the room after the room be pre-allocated.如果团队是当天12：00前到达的，必须提前分房并通知管家部对房间进行准备。4. GSA must double check the payment for all arrival groups in the morning and hand over to ne

6、xt shift if necessary.早班的宾客服务员必须提前核对当天的预抵团队，如有必要时对下一个班次进行交接。5. Key-collection will take place at the Front Desk or in other location in the lobby area, depending on the suitability and request from the organizer.根据具体情况或组织者的要求钥匙可在前台或大堂的某个地点分发6. Details group handling procedure, refer to MICE group training.具体团队接待流程，参考会议团体培训。Reviewed by审核人 : Approved by批准人: _