国际酒店前厅管理手册Front Office Reception-RM-FO-GS-10-01 Marriott Rewards Recognition and Check in

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-10-01Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Marriott Rewards Member Recognition and Check in 万豪礼赏会员认知及入住办理_OBJECTIVE目的：Marriott Rewards members will receive consistent upgra

3、de amenities and services in association with their stay at our hotel.万豪礼赏会员在我们酒店会享受到持久的高品质设施和服务。POLICY政策：To ensure all membership benefits are delivered.确保所有会员在店期间享有其会员待遇PROCEDURES 程序： 1. Marriott Rewards Member Room Definition: High Floor, Better View compare with same category Rooms办公室. Plus memb

4、ers room preference.万豪礼赏会员房间定义：高楼层，与相同房型比较较好景色。同时，须注意会员对于房型的喜好。2. Mandatory Room Amenities: Welcome amenity. Non-perishable, take away which would form part of the vacant clean room set-up, e.g. Boxed wine, area /country specific gift. This amenity will be presented in the room in association with M

5、arriott Reward Member Identification.房间的礼品是由不易腐败的物品如酒水，当地特色礼品构成。这些礼品应放在房间内作为对客人的认知。3. Night Shift GSA daily checks and prints out the MRW Arrival Report via PMS. Pre-assign the room according to the each Marriott Rewards Member levels benefit & preference.夜班前台大使每日检查并打印万豪礼赏俱乐部客人预抵报表。根据每个万豪礼赏俱乐部客人的级别和

6、应有待遇，提前安排好房间4. All reservations will be asked if they are a Marriott Rewards member. This will ensure everything will be in place and ready at time of registration. So that members receive fast efficient check-in and recognition of their membership at registration.所有客人预订时大使都会询问客人是否是万豪礼赏俱乐部会员，保证万豪礼赏俱

7、乐部会员在登记时享受特殊待遇，例如快速登记和个性化的认知。5. The welcome packet must be prepared early before arrival, to ensure Marriott Rewards Member is not held up at check-in.应事先准备好欢迎夹, 以便使万豪礼赏俱乐部顾客享受快速登记。6. Platinum Premier members are upgraded to suites, greeted by the GM and escorted directly to the room超级白金卡客人的房间要求免费升级

8、至豪华海景套房，总经理迎接客人并陪送客人到房间。7. Platinum members are upgraded to Grand Bay Suite, greeted by the GM / DOR and escorted directly to the room白金卡客人的房间免费升级至豪华海景套房，总经理或房务总监迎接客人并陪送客人到房间。8. Gold members are upgraded to Grand Bay Suite, greeted by RM / DOR and escorted directly to the room金卡客人房间升级至豪华海景套房，由房务总监迎接客人并送至房间。9. Silver Elite members are upgraded to Grand Bay Suite, greeted by the FOM and escorted directly to the room.银卡会员房间升级至豪华海景套房，由前厅部经理迎接并送至房间。10. Basic members are greeted by MRM/GSM, check in at the designated Marriott Rewards desk / zone in the lobby普通会员由万豪礼赏经理或宾客服务经理迎接，在万豪礼赏