国际酒店前厅管理手册Front Office Reception-RM-FO-Rec-11-05Request Guest Room+No

1、国际酒店前厅部操作手册前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES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。LO

2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS-11-05Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Request Guest Room No. 查询客人房间号码_OBJECTIVE目的：To safeguard guests privacy and security为保证客人的安全和隐私POLICY政策：Guests room numbers must

3、never be disclosed over the desk to visitors or by telephone. 前台员工不得向店外客人或通过电话泄露客人的房间号码。PROCEDURES 程序： 1. When a visitor wishes to contact a guest, GSA will guide the visitor to the “house phones”. The DTS will ask the caller for the guests room number, verify the name, and subsequently put the call

4、 through. If the caller does not know the guests room number, the DTS will trace it in the computer without disclosing the room number to the caller, and then put the call through. As an alternative, the GSA can call the guest with the information that the visitor is in the lobby, but visitors conve

5、rsations with guests using the telephones at the Reception must be discouraged. 当店外客人要求联系店内客人时，建议客人使用公共区域分机电话。为您服务中心会询问来电者是否知道客人房号和姓名。确认无误后，为您服务中心会直接将电话转到客人房间。如果来电者不知道客人房号，为您服务中心会在电脑内查找，找到后不会告诉来电者房号，而是直接将电话转到客人房间。同样，前台员工可以直接用分机通知客人有朋友在大堂等候，但不要让客人用前台分机进行通话。2. An explanation must be given that room nu

6、mbers cannot be given without the guests permission. If the person is at concierge, an offer to call the room can be given. Ask the name of the person who wants to talk to the guests, call the guest and inform him/ her that this visitor is in the lobby. The guest will decide whether to give out the

7、room number or come down to the lobby etc. If there is no answer from the guestroom, an offer to take a message must be given.必须向访客解释没有客人允许，不得透露客人房间号码。如果客人在礼宾部询问，可以帮助客人打电话。询问访客姓名，通知客人有朋友在大堂等候，由客人决定是否让访客去房间还是在大堂等候。如果客人不在房间，必须帮助客人留言。3. If could not find the guest information in the Opera, maybe the gu

8、est on the arrival list.如果不能查询到客人的入住信息，可查预定栏，看客人是否入住。4. If could not find, inform the visitor and suggest to contact guest by other way.如果都没查到，告之来电者无法查询到客人的信息，并请对方用其他的联系方式联系对方。5. If visitor look for a DND room or Confidential room, use the propriety way to inform that no information could be find in the system, then request guest to contact by other way. 如访客找免打扰房或保密房时，要礼貌告知对方酒店系统中无该名字登记的客人，请对方以其他途径联系客人。6. Any difficulty with visitors in the implementation of this procedure must be referred to the Guest Service Manager.如果在执行中有任何问题，请向宾客服务经理寻求帮助。7. Guest information must top confidential.所有住店客人