国际酒店前厅管理手册Front Office Reception-RM-FO-GS-01-02 Concept of Guest Service宾客服务的概念

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-01-02Effective Date:Division:Rooms办公室Revised Date: Section:Front Office前厅部Prepared by : Approved by 批准人:_SUBJECT:Concept of Guest Service 宾客服务的概念_OBJECTIVE目的：To ensure all Front Office ambassadors have a clear concept about job.确保每一位前厅部大使清楚认

3、知宾客服务的意义.POLICY政策：All guests will be welcomed with a warm smile, eye contact and an appropriate hospitality greeting when approaching the Front Desk. The guest will be given undivided attention and the registration will be friendly, courteous and efficient. A suitable room will be selected according

4、 to the guests preference. Departing guests will enjoy a smooth and efficient check out. The aim will be to transport the guest from the outside world into the world of Renaissance through the Arrival Experience. 当客人走近前台时热情微笑，礼貌地问候，并保持目光接触。全身心地给客人以关注 礼貌友好迅速地为其登记。 根据客人个人喜好分配合适房间，为即将离店客人提供 顺利 快捷的结帐服务。

5、通过提供特有的“抵达体验”让客人一进大堂就感觉到进入了一 个万丽的世界.PROCEDURES 程序： Services 服务 Registration of guests 登记服务 Exchange of foreign currency 外币兑换 Message Service 留言服务 Hotel information 信息查询 Payment of bills 帐务服务 Reservations 预订服务 Group service 团队服务Standards 标准1. Approaching guests will be acknowledged at once with a smi

6、le, eye-contact and an appropriate hospitality greeting 向任何前来的客人微笑，保持目光接触并礼貌地问候2. Undivided attention will be given when providing service to the guest 全身心地为客人提供服务3. The guests name should always be used when known 尽量称呼客人姓名4. Registration will be friendly and efficient 友好迅速的为客人登记 5. A suitable room

7、will be allocated according to the guests preferences 根据客人喜好分配客房6. A room will be allocated in advance if a special request was made in the reservation, or if the guests preference is noted in the guest profile 对于预订时有特殊要求或客史中有特殊喜好的客人要预先分房7. Close attention will be given to any information indicating

8、 if the guest is on aspecial status, such as V.I.P., Return Guest and/or Marriott Rewards Member 特别关注那些有特殊身份的客人例如贵宾，回头客和万豪礼赏会员8. Payments of bills and check-out will be done in a friendly and efficient way 友好快捷的进行帐务服务和结帐服务9. Guests who are not members of the Marriott Rewards program will be asked an

9、d encouraged to become members, and all benefits will be explained. 鼓励那些非万豪礼赏会员的客人参加此计划，并详细解释优惠待遇10. Whenever possible, the Guest Service Agent will try to up-sell to a better room, to enhance the guests stay. 为客人居住更加舒适尽可能推销酒店高级房间11. When the guest has left the desk, the profile in the Front Office前

10、厅部 system will be updated with all available information, such as home address, preferred room-type, id-details etc. to speed up the registration process when the guest returns 当客人离开前台后，尽快在系统内更新客人信息例如：家庭住址，喜好房型，证 件类别和各种详细信息为客人下次光顾提供方便12. Messages to guests will be properly logged and forwarded witho

11、ut delay and given to Concierge for immediate dispatch to the guest 客人的留言要准确记录并及时交给礼宾部尽早送到客人房间13. All Guest Service Agents and Team leaders will maintain a thorough up to date knowledge of all hotel facilities and services to ensure correct and efficient response to guests questions and requests 所有前台宾客服务员和当班主管要随时掌握酒店最新的信息及活动，以便当客人提 出问题时给予更好的解答14. All Guest Service Agents and Team leaders w