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全部 酒店前厅部接待规范及培训资料合集 342_五星酒店VIP接待程序.doc--点击预览 5星酒店青和锦江前台接待中英文标准操作流程SOPdoc94.doc--点击预览 VIP客人接待制度与程序.doc--点击预览 XXXXX假日酒店贵宾接待程序DOC20页.doc--点击预览 东风大酒店VIP接待方案.doc--点击预览 五星酒店VIP接待程序DOC58页.doc--点击预览 前厅客房服务与管理模块2-前厅预订与接待业务流程ppt6.ppt--点击预览 常州富都商贸饭店Front_Desk_Sop前台接待标准工作程序doc91.doc--点击预览 旅游饭店接待服务程序学习材料DOC28页.doc--点击预览 星海假日酒店酒店前台接待SOPdoc55.doc--点击预览 星级酒店VIP接待策划书doc24.docx--点击预览 星级酒店前台接待Front_Desk_Sop.doc--点击预览 杭州华美达酒店VIP客户接待标准流程规范DOC50页.doc--点击预览 某度假村VIP客人接待流程.doc--点击预览 滨河国际酒店VIP接待标准.doc--点击预览 立金银行培训中心之酒店管理制度酒店前台接待礼仪.ppt--点击预览 酒店为什么要设置接待处ppt54.ppt--点击预览 酒店会议销售接待程序和技巧ppt20.ppt--点击预览 酒店内接待访客程序.doc--点击预览 酒店前台接待礼仪培训ppt53.ppt--点击预览 酒店培训-接待礼仪的行为规范.ppt--点击预览 酒店预订与接待培训doc82.doc--点击预览 金鼎国际大酒店VIP接待流程doc49.doc--点击预览 酒店前厅部接待规范及培训资料合集.zip 酒店前厅部接待规范及培训资料合集 342_五星酒店VIP接待程序.doc 5星酒店青和锦江前台接待中英文标准操作流程SOPdoc94.doc VIP客人接待制度与程序.doc XXXXX假日酒店贵宾接待程序DOC20页.doc 东风大酒店VIP接待方案.doc 五星酒店VIP接待程序DOC58页.doc 前厅客房服务与管理模块2-前厅预订与接待业务流程ppt6.ppt 常州富都商贸饭店Front_Desk_Sop前台接待标准工作程序doc91.doc 旅游饭店接待服务程序学习材料DOC28页.doc 星海假日酒店酒店前台接待SOPdoc55.doc 星级酒店VIP接待策划书doc24.docx 星级酒店前台接待Front_Desk_Sop.doc 杭州华美达酒店VIP客户接待标准流程规范DOC50页.doc 某度假村VIP客人接待流程.doc 滨河国际酒店VIP接待标准.doc 立金银行培训中心之酒店管理制度酒店前台接待礼仪.ppt 酒店为什么要设置接待处ppt54.ppt 酒店会议销售接待程序和技巧ppt20.ppt 酒店内接待访客程序.doc 酒店前台接待礼仪培训ppt53.ppt 酒店培训-接待礼仪的行为规范.ppt 酒店预订与接待培训doc82.doc 金鼎国际大酒店VIP接待流程doc49.doc

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1、 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。*VIP 接待*VIP 接待 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。目 录目 录一、*的客源市场 3二、为什么设立 VIP4三、谁是*VIP5四、*VIP 的等级 6五、VIP 接待总流程 7六、各级别 VIP 接待程序、标准8七、*VIP 接待表格39八、（附件）CIP 42 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。一、*的客源市场一、*的客源市场 政治 金 鼎 经济 国 面向公务市场、餐饮市场、旅游市场 四星级酒店 大 社会 际 文化 酒 旅游 店 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。二2、为什么设立 VIP？二、为什么设立 VIP？VIP VIP 英语 Very Important PersonVery Important Person 的简称，意为非常重要的客人 谁是 VIP？四星级酒店的客人是不是 VIP?我们提倡酒店服务无差别，但四星级酒店不是每位客人都是 VIP！VIP 服务不是商务中心服务、不是私人管家式服务 VIP 服务提供翔实的酒店信息，反映酒店接待的艺术与技巧 VIP 是酒店给予在政治、经济以及社会各领域有一定成就、影响和号召力的人士的荣誉，是酒店完 善、标准的接待规格服务对象。VIP 是酒店优质服务体系的集中体现！ 海量管理资料下载，仅供学习研究之用，严禁用3、作商业用途。三、谁是*VIP三、谁是*VIP 国家元首 赴*视察的国家部委领导政府 *省主要负责人 *各部、委、办、局的主要领导 *市党政军负责人企业 来*投资的内、外资企业、集团总裁 红旗集团的重要业务客户 影视娱乐界著名演艺人员社会 体育界国家著名运动员 广告传媒的资深编辑、记者 省级以上旅行社总经理 同星级酒店董事长、总经理业内 曾经对酒店有过重大贡献的人士 酒店邀请的宾客 个人全价入住酒店豪华房 3 次以上的宾客 个人入住酒店十次以上的宾客 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。四、*VIP 的等级四、*VIP 的等级1、等级名称 *VIP 等级划分共计四等，按级别高低4、依次为 VA、VB、VC 和 VD2、VIP 宾客资格等级 资格 申请人 批准人VA 国家元首、国家部委领导 酒店总经理、集团董事长 *省主要负责人 驻店经理、公关营销部经理 酒店总经理VB *各政府部门领导、*市主要领导 驻店经理 酒店总经理 在*投资的集团、企业高层管理者 公关营销部经理 同星级酒店董事长、总经理 省级中国国旅、国际旅、青旅总经理 对酒店有过重大贡献的人士 酒店邀请的宾客（红旗集团业务客户）VC 社会名流（演艺界、体育界、文化界）各部门经理以上 驻店经理 酒店邀请的宾客（业务客户）VD 个人全价入住酒店豪华客房 3 次以上客人 前台主管以上 公关营销部经理 个人全价入住酒店5、客房 10 次以上的客人 管理人员 酒店邀请的宾客 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。五、VIP 接待总流程五、VIP 接待总流程 1、集团、酒店高层管理者获得信息 2、酒店各部门管理人员建议信息 3、酒店公关营销部掌握信息 1、公关营销部汇总信息、确认2、拟订接待标准、计划，向总经理、驻店经理申请 公关营销部向各部门发出接待通知单 各部门完成接待 所有接待资料存档记录 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。六、各级别 VIP 接待程序、标准六、各级别 VIP 接待程序、标准VA 级公关营销部1、主动向接待单位了解 VIP 有关资料、此次行程计划、活动具体安6、排，入住本酒店的要求，并将详细情况整理成文,上报酒店高层管理者。2、获取酒店总经理批复的“VIP 申请单”，立即复印连同本部门经理签发的“VIP 接待计划 书”一式六份下发客务部、餐饮部、行政部、安消、财务部、大堂经理客务部、餐饮部、行政部、安消、财务部、大堂经理以及本部门留存原件。3、公关营销部经理负责召集由驻店经理主持，酒店总经理及各部门经理、大堂经理参加的接待协调会议。会上，公关营销部经理通报接待内容；共同讨论制定详细接待计划，明确各部门接待内容与责任。明确公关营销部经理全权负责此次贵宾接待的所有联络、协调工作。4、公关营销部所有员工必须熟知接待的详细过程。5、贵宾抵店前，由公关营销部经7、理牵头组织各部经理、大堂经理共同检查各部门接待要求的落实情况。6、负责准备总经理签署的欢迎信，交客务部放置于贵宾房间7、贵宾抵店，公关营销部经理协同酒店总经理、驻店经理在大堂迎接，并负责向贵宾介绍 酒店高层管理者。8、公关营销部应注意贵宾在店期间活动安排变化情况，及时通报各接待部门并报告酒店高层管理者。9、公关营销部策划负责贵宾在店期间所有欢迎横幅、画页、宣传品的制作，贵宾题词、以及安排专业摄 影师负责重要摄影等。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。10、在贵宾及主办单位有要求时，协助安排并陪同贵宾参观酒店或*市。11、贵宾离店，及时通知酒店高层管理者提前 10 分钟达到大8、堂欢送。12、对于重要贵宾的到访和重大会议的召开等，视情况组织材料向新闻媒体、旅游杂志发布信息。（新闻 内容需事先征得接待单位的同意）13、负责接待资料的存档与保管。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。客务部1）、接待流程 1、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅读并记录在案。2、客务部经理参加公关营销部经理召集的接待协调会议，明确本部门接待任务和要求。3、召集本部门主管以上会议，制定部门接待计划，责任落实到人。4、本部门对各岗点必须熟记贵宾的人数、姓名、身份、在店时间、活动过程等内容。5、各级管理人员逐级检查下级准备工作完成情况，要求逐条落实。6、配合工9、程人员检查贵宾用房，确保设备使用无误。保证贵宾房设施设备始终处于良好状态。7、贵宾入住前 2 小时按等级标准摆设好鲜花和果篮。入住前 2 小时按等级标准摆设好鲜花和果篮。8、贵宾为外籍，应按照贵宾国籍送该国语言报纸，如没有，则送英文报纸。内宾送当日当地政府报纸。9、将电视调至贵宾母语频道贵宾母语频道。可能的话，显示中英文对照的欢迎词。10、贵宾抵店前 3030 分钟，打开房门，开启室内照明灯。11、贵宾抵店前 3030 分钟，PA 班组负责从一楼门口至电梯口铺设红地毯完毕，随时保持地毯之清洁。12、客务中心在贵宾抵店时，立即电话通知相关部门。13、礼宾司安排专人等候一部电梯门口，专为贵宾开电梯10、。14、贵宾抵店，由客务部经理率当值管理人员及优秀服务员在楼层迎接。15、贵宾入住 3 3 分钟内，根据人数送上欢迎茶。16、贵宾在店期间，客务部当值员工应密切配合安消人员做好保卫工作。热情礼貌、准确有效答复贵宾提 出的问题。17、无差错做好贵宾在店期间客务部各项服务工作。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。18、关于贵宾洗衣服务181 取回贵宾衣物，立即注明 VIP，进行专门登记与存放182 贵宾的衣物，由洗衣房经理全面检查跟进，确保洗衣质量183 严格检查，按面料确定洗涤方式，确保不发生问题184 贵宾衣物，单独洗涤贵宾衣物，单独洗涤185 贵宾衣物洗涤以后，交熨烫组领11、班负责熨烫186 洗衣房主管亲自检查洗衣房主管亲自检查洗衣质量187 包装完毕，立即送至楼层2）接待规格1、酒店豪华轿车一辆负责迎送贵宾。2、贵宾在店期间，酒店豪华轿车一辆 24 小时24 小时听候调用。3、贵宾抵店前 15 分钟，安消部保安、酒店欢迎队伍、乐队等在主楼通道前就位，等候贵宾抵达；贵宾抵店前 10 分钟，酒店总经理、驻店经理、公关营销部经理酒店总经理、驻店经理、公关营销部经理到一楼门厅外的车道处等候迎接。4、贵宾抵店，驻店经理陪同直接从专用通道进入客房。5、客务部经理、当值主管、领班及优秀服务员楼层迎接。6、客务部经理陪同房内登记或免登记。 海量管理资料下载，仅供学习研究之用，严12、禁用作商业用途。7、客房布置：品名规格 数量 摆放位置 备注鲜花高档盆插大小号各两盆主卧室、写字台、客厅茶几、卫生间浴缸上酒店花房提供，每日更换晚间鲜花藤编花篮一篮床头酒店花房提供，每日更换果篮高档果篮一篮客厅茶几进口水果，每日更换 酒水进口红葡萄酒一瓶小酒吧台配镀银冰桶及四只酒杯欢迎点心西点和巧克力4 块盛放漆器盘内，置于小酒吧台上酒店定制，每日更换晚间小食夜床巧克力一盒床头酒店定制绿色植物有生命两盆客厅、卫生间视区域面积欢迎卡酒店贵宾专用一张鲜花上总经理签名浴袍丝质、绣姓名两套衣橱、床上酒店定制烫金盒卫生间洗漱用品易耗品烫金，制姓名张、件、服务指南信纸、信封、宣传页8、每天首先安排 VIP13、 房卫生清扫，贵宾外出时均需清扫房间。贵宾房夜床服务安排在晚上 7 时以后。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。餐饮部1）、接待流程1、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅读并记录在案。2、餐饮部经理参加公关营销部召集的接待协调会议，明确本部门接待任务。3、召集本部门领班以上会议，制定部门接待计划，责任落实到人。4、本部门各岗点必须熟记贵宾的人数、姓名、身份、消费标准、在店时间、活动过程等。5、各级管理人员逐级检查下级准备工作完成情况。6、贵宾在店期间，随时注意贵宾动向，及时为贵宾服务，并报告相关部门。7、热情礼貌、准确、有效答复贵宾提出的问题。2）接待规14、格1、完全了解贵宾的身份、习惯、餐标、餐式、用餐时间及其它注意事项。2、餐饮部经理为贵宾开每餐菜单，准备 3 套。3、贵宾在晶宫专门的餐厅包间用餐。4、开餐前，由餐厅主管负责检查贵宾使用包间的设备及餐具。5、开餐中，由餐厅主管亲自为贵宾服务，两名优秀服务员配合。6、每餐提供进口、国产酒类、饮料各 5 种备选、每餐提供特级茶叶两种以上。7、每餐提供进口香烟和地产龙烟各一盒。8、每餐使用酒店高档餐具、水晶玻璃杯。9、服务人员应熟知菜肴典故，能够随时回答贵宾提问。10、提供分菜服务。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。行政部1）、接待流程1、接到公关营销部下发的“VIP 接待计划15、书”，立即仔细阅读并记录在案。2、行政部经理参加公关营销部经理召集的接待专门协调会议，明确本部门接待任务。3、召集本部门领班以上管理人员会议，将贵宾到店情况进行传达。4、本部门各岗点必须熟记贵宾的人数、姓名、身份、在店时间、活动过程等。5、行政部经理配合公关营销部经理共同做好接待宣传工作。6、行政部经理负责联系贵宾与酒店领导的见面安排。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。财务部1）、接待流程1、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅读并记录在案。2、财务部经理参加公关营销部经理召集的接待专门协调会议，明确本部门接待任务3、召集本部门主管以上会议，制定部门接待16、计划，责任落实到人。4、本部门前台各岗点必须熟记贵宾的人数、姓名、身份、付费方式、在店时间、活动过程等。5、各级管理人员逐级检查下级准备工作完成情况，逐条落实。6、热情礼貌、准确、有效答复贵宾提出的问题。7、每日整理贵宾账单，贵宾离店前 1 小时，将所有账单准备完毕，备用。8、如贵宾为外籍，应熟悉每日外汇牌价，提供及时、准确的外汇兑换服务。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。安消部1）、接待流程1、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅读并记录在案。2、安消部经理参加公关营销部召集的接待专门协调会议，明确本部门接待任务、要求。3、召集本部门领班以上会议，制定17、部门接待计划，责任落实到人。4、根据需要，结合公安保卫方案，制定警卫计划。合理配备保安力量，实行 24 小时楼层巡视。5、要求本部门保安各岗点各员工必须熟记贵宾的人数、姓名、身份、在店时间、活动过程等。6、主动配合客务部检查贵宾客房、及所处楼层，保障任何设施不发生故障。7、检查楼层、公共区域的安全标识等，及时处理各种不安全隐患。8、严密控制贵宾在店期间的其他人员进出酒店情况。8、贵宾在店期间，注意贵宾前往各营业场所设施设备的正常使用。9、保障贵宾在店期间前往各场所活动的安全。10、每日疏导酒店出入车辆，确保贵宾车队及时进出酒店。2）接待规格1、贵宾抵店前 15 分钟，安消人员以 50 米 1 18、人，分两侧列队于酒店大门前。贵宾车队抵达时，行举手礼。2、贵宾入住楼层，实行双岗不间断巡逻。辅以 24 小时监控。3、贵宾离店，提前 15 分钟以 50 米 1 人距离，在酒店大门的通道两侧列队完毕，向离店贵宾行举手礼。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。大堂经理1）、接待流程1、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅读并记录在案。2、参加公关营销部经理召集的接待协调会议，明确自己的接待任务，要求。3、必须随时了解贵宾抵店前的任何准备工作，并亲自检查贵宾客房、以及贵宾将要前往的活动场所。4、必须熟记贵宾的人数、姓名、身份、在店时间、活动过程等细节。5、督导各19、部门所有准备工作提前两小时准备完毕。6、贵宾在店期间，随时注意贵宾动向，及时向酒店高层管理人员、接待部门报告。7、热情礼貌、准确有效答复贵宾提出的问题。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。VB 级公关营销部1、获取酒店总经理批复的“VIP 申请单”，立即复印连同本部门经理签发的“VIP 接待计划书”一式六份 下发客务部、餐饮部、行政部、安消、财务部、大堂经理客务部、餐饮部、行政部、安消、财务部、大堂经理以及本部门留存原件。2、公关营销部经理视情况召集驻店经理及相关部门经理、大堂经理参加的接待协调会议。公关营销部经理通报接待内容与要求，明确各部门接待内容与责任。3、公关营销部20、所有员工必须熟知接待的详细过程，并指定专人负责联络协调。4、负责准备酒店总经理签署的欢迎信，交客务部放置于贵宾房间。5、贵宾抵店，公关营销部经理协同酒店总经理、驻店经理、大堂经理在大堂迎接。6、公关营销部专人负责贵宾在店期间的各部门接待协调工作。7、公关营销部应随时掌握贵宾在店期间活动安排及变化情况，及时通知各接待部门。8、贵宾离店，及时通知酒店高层管理者到一楼大堂欢送。9、负责接待资料的存档与保管。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。客务部1）、接待流程 1、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅读并记录在案。2、客务部经理参加公关营销部经理召集的接待协调21、会议，明确本部门接待任务和要求。3、召集本部门主管以上会议，制定部门接待计划，责任落实到人。4、本部门对客岗点必须熟记贵宾的人数、姓名、身份、在店时间、活动过程等内容。5、各级管理人员逐级检查下级准备工作完成情况，要求逐条落实。6、检查贵宾用房，确保设备使用无误。保证贵宾房始终处于良好状态。7、贵宾入住前 2 小时按等级标准摆设好鲜花和果篮。入住前 2 小时按等级标准摆设好鲜花和果篮。8、贵宾为外籍，应按照贵宾国籍送该国语言报纸，如没有，则送英文报纸。内宾送当日当地政府报纸。9、将电视调至贵宾母语频道贵宾母语频道。可能的话，显示中英文对照的欢迎词。10、贵宾抵店前 3030 分钟，打开房门，开22、启室内照明灯。11、服务中心在贵宾抵店时，立即电话通知相关部门。12、礼宾司安排专人等候电梯门口，专为贵宾开电梯。13、贵宾抵离店，由客务部经理率当值管理人员及优秀服务员在楼层迎送。14、热情礼貌、准确有效答复贵宾提出的问题。15、贵宾在店期间，注意应有的服务水准。16、关于贵宾洗衣服务161 取回贵宾衣物，立即注明 VIP，进行专门登记与存放162 严格检查，按面料确定洗涤方式，确保不发生问题163 贵宾衣物，单独洗涤贵宾衣物，单独洗涤164 贵宾衣物洗涤以后，交熨烫组优秀服务员负责熨烫165 洗衣房领班检查洗衣房领班检查洗衣质量 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。16623、 包装完毕，立即送至楼层2）接待规格1、酒店轿车一辆负责迎送贵宾。2、贵宾在店期间，酒店轿车一辆 12 小时12 小时听候调用。3、贵宾抵店前酒店总经理、驻店经理、公关营销部经理、大堂经理等酒店总经理、驻店经理、公关营销部经理、大堂经理等在一楼门厅外的车道处等候迎接。4、贵宾抵店，大堂经理陪同直接从专用通道进入客房。5、客务部经理、当值主管、领班及优秀服务员楼层迎接。6、大堂经理陪同房内登记。7、客房布置：品名 规格 数量 摆放位置 备注鲜花普通盆插大小号各一盆主卧室、写字台、酒店花房提供晚间鲜花普通花篮一篮床头酒店花房提供果篮中档果篮一篮客厅茶几进口水果，每日更换 酒水国产红葡萄酒一瓶小酒吧24、台配四只酒杯欢迎点心西点或巧克力4 块小酒吧台酒店定制，每日更换晚间小食夜床巧克力一盒床头酒店定制绿色植物有生命一盆客厅、视区域面积欢迎卡酒店贵宾欢迎卡一张鲜花上总经理签名浴袍丝质、两套衣橱、床上酒店定制易耗品烫金只卫生间洗漱用品 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。餐饮部1）、接待流程1、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅读并记录在案。2、餐饮部经理参加公关营销部召集的接待协调会议，明确本部门接待任务。3、召集本部门领班以上会议，制定部门接待计划，责任落实到人。4、本部门各岗点必须熟记贵宾的人数、姓名、身份、消费标准、在店时间、活动过程等。5、各级管理人25、员逐级检查下级准备工作完成情况。6、贵宾在店期间，随时注意贵宾动向，及时为贵宾服务，并报告相关部门。7、热情礼貌、准确、有效答复贵宾提出的问题。2）接待规格1、完全了解贵宾的身份、习惯、餐标、餐式、用餐时间及其它注意事项。2、餐饮部经理为贵宾开每餐菜单，准备 2 套。3、贵宾在餐厅包间用餐。4、开餐中，由餐厅领班为贵宾服务。5、每餐提供进口、国产酒类、饮料各 3 种备选、每餐提供一级茶叶两种以上。6、每餐使用酒店高档餐具。7、服务人员应熟知菜肴典故，能够随时回答贵宾提问。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。行政部1）、接待流程1、接到公关营销部下发的“VIP 接待计划书”，26、立即仔细阅读并记录在案。2、行政部经理参加公关营销部经理召集的接待专门协调会议，明确本部门接待任务。3、召集本部门领班以上管理人员会议，将贵宾在店情况进行传达。4、本部门各岗点必须熟记贵宾的人数、姓名、身份、在店时间、活动过程等。5、行政部经理负责联系、协调贵宾与酒店领导的见面工作。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。财务部1）、接待流程1、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅读并记录在案。2、财务部经理参加公关营销部经理召集的接待专门协调会议，明确本部门接待任务3、召集本部门主管以上会议，制定部门接待计划，责任落实到人。4、本部门前台各岗点必须熟记贵宾的27、人数、姓名、身份、付费方式、在店时间、活动过程等。5、各级管理人员逐级检查下级准备工作完成情况，逐条落实。6、准确、有效答复贵宾提出的问题。7、每日整理贵宾账单，贵宾离店前 1 小时，将所有账单准备完毕，以备结账。8、结账时间 1 分钟内完成，确保金额无误。9、如贵宾为外籍，应熟悉每日外汇牌价，提供及时、准确的外汇兑换服务。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。安消部1）接待流程1、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅读并记录在案。2、安消部经理参加公关营销部召集的接待专门协调会议，明确本部门接待任务、要求。3、召集本部门领班以上会议，制定部门接待计划，责任28、落实到人。4、合理配备保安力量，加强楼层巡视。5、要求本部门保安各岗点各员工必须熟记贵宾的人数、姓名、身份、在店时间、活动过程等。6、配合客务部检查贵宾客房、及所在楼层，保障任何设施不发生故障。2）接待规格1、贵宾入住楼层，加强巡逻，辅以 24 小时监控。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。大堂经理1）、接待流程1、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅读并记录在案。2、参加公关营销部经理召集的接待协调会议，明确自己的接待任务，要求。3、必须随时了解贵宾抵店前的任何准备工作，并亲自检查贵宾客房、以及贵宾将要前往的活动场所。4、必须熟记贵宾的人数、姓名、身份、29、在店时间、活动过程等细节。5、督导各部门所有准备工作提前两小时准备完毕。6、贵宾抵店，参与迎接。7、贵宾在店期间，随时注意贵宾动向，及时向酒店高层管理人员、接待部门报告。8、热情礼貌、准确有效答复贵宾提出的问题。9、送别贵宾。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。VC 级公关营销部1、获取驻店经理批复的“VIP 申请单”，立即复印连同本部门经理签发的“VIP 接待计划书”一式六份 下发客务部、餐饮部、行政部、安消、财务部、大堂经理客务部、餐饮部、行政部、安消、财务部、大堂经理以及本部门留存原件。2、公关营销部经理负责召集由驻店经理主持，各部门经理、大堂经理参加的接待协调会议。30、公关营销部经理通报接待内容，会议讨论制定详细接待计划，明确各部门接待内容与责任。3、公关营销部所有员工必须熟知接待的详细过程，并指定专人负责联络协调。4、负责准备酒店总经理签署的欢迎信，交客务部放置于贵宾房间。5、贵宾抵店，公关营销部经理协同驻店经理、大堂经理在大堂迎接。6、公关营销部协调员应随时掌握贵宾在店期间活动安排及变化情况，及时通知各接待部门。7、公关营销部负责邀请贵宾为酒店题词、摄影等工作。8、贵宾离店，到一楼大堂欢送。9、负责接待资料的存档与保管。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。客务部1）、接待流程 1、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅31、读并记录在案。2、客务部经理参加公关营销部经理召集的接待协调会议，明确本部门接待任务和要求。3、召集本部门主管以上会议，制定部门接待计划，责任落实到人。4、本部门对各岗点必须熟记贵宾的人数、姓名、身份、在店时间、活动过程等内容。5、各级管理人员逐级检查下级准备工作完成情况，要求逐条落实。6、检查贵宾用房，确保设备使用无误。保证贵宾房始终处于良好状态。7、贵宾入住前 2 小时按等级标准摆设好鲜花和果篮。入住前 2 小时按等级标准摆设好鲜花和果篮。8、贵宾抵店前 3030 分钟，打开房门，开启室内照明灯。9、客务中心在贵宾抵店时，立即电话通知相关部门。10、热情礼貌、准确有效答复贵宾提出的问题。132、1、关于贵宾洗衣服务111 取回贵宾衣物，立即注明 VIP，进行专门登记与存放112 贵宾的衣物，由洗衣房领班全面检查跟进，确保洗衣质量113 严格检查，按面料确定洗涤方式，确保不发生问题114 贵宾衣物，单独洗涤贵宾衣物，单独洗涤115 贵宾衣物洗涤以后，交熨烫组优秀服务员负责熨烫116 洗衣房领班检查洗衣房领班检查洗衣质量117 包装完毕，立即送至楼层12、贵宾房号严格保密，不得私自外传。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。2）接待规格1、贵宾抵店前，公关营销部经理、大堂经理大堂经理在一楼门厅外车道处等候迎接。2、贵宾抵店，大堂经理陪同直接从专用通道进入客房。3、当值主33、管、领班及优秀服务员楼层迎接。4、大堂经理陪同房内登记。5、客房布置：品名 规格 数量 摆放位置 备注鲜花普通花篮一篮写字台、酒店花房提供晚间鲜花康乃馨一支床头酒店花房提供果篮普通果篮一篮客厅茶几国产水果，每日更换欢迎饮料鸡尾酒一扎迷你吧台酒店自制欢迎点心西点或巧克力4 块小酒吧台酒店定制，每日更换晚间小食夜床巧克力一盒床头酒店定制绿色植物有生命一盆客厅、视区域面积欢迎卡酒店贵宾专用卡一张鲜花上总经理签名浴袍丝质、两套衣橱、床上酒店定制易耗品烫金只卫生间洗漱用品 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。餐饮部1）、接待流程1、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅34、读并记录在案。2、餐饮部经理参加公关营销部召集的接待协调会议，明确本部门接待任务。3、召集本部门领班以上会议，制定部门接待计划，责任落实到人。4、本部门各岗点必须熟记贵宾的人数、姓名、身份、消费标准、在店时间、活动过程等。5、各级管理人员逐级检查下级准备工作完成情况。6、贵宾在店期间，随时注意贵宾动向，及时为贵宾服务，并报告相关部门。7、热情礼貌、准确、有效答复贵宾提出的问题。8、认真服务，不得索要贵宾签名。2）接待规格1、完全了解贵宾的身份、习惯、餐标、餐式、用餐时间及其它注意事项。2、餐饮部中餐经理为贵宾开每餐菜单。3、贵宾在专门餐厅包间用餐。4、开餐中，由餐厅领班为贵宾服务。5、每餐提供35、进口、国产酒类、饮料各 2 种备选。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。行政部1）、接待流程1、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅读并记录在案。2、行政部经理参加公关营销部经理召集的接待专门协调会议，明确本部门接待任务。3、召集本部门领班以上管理人员会议，将贵宾在店情况进行传达。4、本部门各岗点必须熟记贵宾的人数、姓名、身份、在店时间、活动过程等。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。财务部1）接待流程1、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅读并记录在案。2、财务部经理参加公关营销部经理召集的接待专门协调会议，明确本部36、门接待任务3、召集本部门主管以上会议，制定部门接待计划，责任落实到人。4、本部门前台各岗点必须熟记贵宾的人数、姓名、身份、付费方式、在店时间、活动过程等。5、各级管理人员逐级检查下级准备工作完成情况，逐条落实。6、准确、有效答复贵宾提出的问题。7、每日整理贵宾账单，贵宾离店前 1 小时，将所有账单准备完毕，以备结账。8、结账时间 2 分钟内完成，确保金额无误。9、如贵宾为外籍，应熟悉每日外汇牌价，提供及时、准确的外汇兑换服务。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。安消部1）接待流程2、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅读并记录在案。2、安消部经理参加公关营37、销部召集的接待专门协调会议，明确本部门接待任务、要求。3、召集本部门领班以上会议，制定部门接待计划，责任落实到人。4、合理配备保安力量，加强楼层巡视。5、要求本部门保安各岗点各员工必须熟记贵宾的人数、姓名、身份、在店时间、活动过程等。6、配合客务部检查贵宾客房、及所在楼层，保障任何设施不发生故障。7、贵宾在店期间，注意贵宾前往各营业场所设施设备的正常使用。8、保障贵宾在店期间前往各场所的安全。2）接待规格1、贵宾抵店前，建立有效控制区域，保障酒店正常经营。2、贵宾进入酒店，立即负责引导从专用通道进入客房。3、贵宾入住楼层，实行双岗巡逻。辅以 24 小时监控。4、专人负责保卫，时刻注意贵宾活动，38、增减保卫力量。5、贵宾房号严格保密，不得私自外传。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。大堂经理1）、接待流程1、接到公关营销部下发的“VIP 接待计划书”，立即仔细阅读并记录在案。2、参加公关营销部经理召集的接待协调会议，明确自己的接待任务，要求。3、必须清楚了解贵宾抵店前的任何准备工作，并亲自检查贵宾客房、以及贵宾将要前往的活动场所。4、必须熟记贵宾的人数、姓名、身份、在店时间、活动过程等细节。5、督导各部门所有准备工作提前两小时准备完毕。6、贵宾抵店，参与迎接。7、贵宾在店期间，随时注意贵宾动向，及时向酒店高层管理人员、接待部门报告。8、根据情况需要，有权做出要求其他部39、门提供服务的决定。9、送别贵宾。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。VD 级公关营销部1）接待流程1、接受客务部、餐饮部主管以上管理人员之申请，作 VD 接待备案。2、下发“VD 接待通知单”一式四份至 客务部、餐饮部、财务部、大堂经理，及本部门留存。3、部门文员做好 VD 在店消费记录。4、VD 在店期间，销售经理拜访 VD 一次。附VD 折扣权限说明：根据 VD 客人实际消费能力，给予以下相应折扣：客 房 普标 68 折 套房 5-7 折餐 饮 6 折8 折（酒水、香烟除外）娱 乐 健身免费，其它 8 折会 议 商务中心会议室免费，其它 8 折洗 衣 一律 8 折购 物40、 一律 8 折（烟酒除外）公关营销部下发“VD 接待通知单”应严格按照该宾客消费情况给予相应折扣优惠。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。客务部1）、接待流程1、接到公关营销部下发的“VD 接待通知单”，立即仔细阅读并记录在案。2、根据“VD 接待通知单”，修改电脑相应记录。3、各对客服务员工必须报出宾客姓名。2）、客房布置：品名 规格 数量 摆放位置 备注鲜花瓶插鲜花两瓶，每瓶 1 支写字台、卫生间台面上晚间鲜花玫瑰1 支床头根据酒店花房提供时令品种果盘香蕉、红富士苹果各 2 只制作一盘圆茶几上根据季节可变化另两种晚间小食巧克力1 盒床头酒店定制欢迎卡酒店贵宾欢迎卡一张圆41、茶几上酒店定制，驻店经理签名 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。餐饮部1）、接待流程1、接到公关营销部下发的“VD 接待通知单”，立即仔细阅读，并记录在案。2、各级管理人员及员工必须以 VD 的姓名称呼宾客。3、各级管理人员及员工必须清楚给予 VD 的优惠价格。4、同等条件下，VD 宾客优先使用各类场地、设施。2）、接待规格1、完全了解宾客的身份、习惯、用餐时间及其爱好。2、开餐时，主动为宾客服务、与宾客交流。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。财务部1）、接待流程1、接到公关营销部下发的“VD 接待通知单”，立即仔细阅读并记录在案。2、根据“VD 接待42、通知单”，及时修改电脑相应记录。3、本部门前台各岗点必须熟记贵宾的人数、姓名、身份、付费方式、在店时间、活动过程等4、每日整理宾客账单，贵宾离店前 1 小时，将所有账单准备完毕，备用。5、贵宾离店，2 分钟完成一切结账手续。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。大堂经理1）、接待流程1、接到公关营销部下发的 VIP 接待计划书，立即仔细阅读并记录在案。2、必须熟记贵宾的人数、姓名、身份、在店时间、活动过程等细节。3、主动与贵宾沟通，了解需求，及时解决。4、热情礼貌、准确有效答复贵宾提出的问题。5、代表酒店送别贵宾。 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。七、*43、VIP 接待表格七、*VIP 接待表格8.1 VIP 接待申请表 VIP 接待申请表 NO.NO.VIP 国籍 接待单位 抵店时间离店时间接待等级 VA VB VC VD 接 待 要 求 特别说明：申请部门 申请人申请时间批 准 人 申请时间 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。8282 VIP 接待通知书 VIP 接待通知书 NO。NO。VIP身份来潭事由抵店时间离店时间接待要求客务部餐饮部安消部财务部接待规格行政部TO 餐饮部 客务部 财务部 安消部 大堂经理 行政部 留存 S/M 02 签发：日期： 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。8.3 EVEN44、T ORDER EVENT ORDER EVENT DATECOMPANY NAMEORGANIZER TELCOMPANY ADDRESS FAXBILL APPROVED BYSales in-charge HOUSEKEEPINGF&BACCOUNT.DENGINEERINGSECURITYSPECIAL REQUEST DISTRIBUTION E.O H F A EG AS TOTAL:SIGN DATE 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。八、（附件）CIP八、（附件）CIP 什么是 CIP？英语 COMPANY IMPORTANT PERSON COMPANY 45、IMPORTANT PERSON 公司的重要客户 CIP 是酒店客户的 VIP*受客户委托，接待客户的 VIP。*参照酒店 VIP 标准给予相应接待。这类客人，我们界定为 CIP。*有自己的 VIP，但是没有 CIP 最终，我们需要做的就是把 CIP 变成 VIP学知网推荐：企业培训 管理培训 研修班 总裁研修班 营销管理研修班 房地产研修班 清华大学总裁班 企业管理研修班 北京大学总裁班 工商管理研修班 在职博士 在职硕士 海量管理资料下载，仅供学习研究之用，严禁用作商业用途。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序1STANDARD 46、OPERATION PROCEDURES标准工作程序标准工作程序RECEPTIONIST前台接待前台接待STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序2STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序3FRONT DESKSTANDARD OPERATION PROCEDURETask No.Description FD01Awaiting room handling 等候房间FD02Billing instruction handling 账目说明FD03Blocking rooms for a47、rrivals 房间预留FD04Bucket check 检查登记卡FD05Cash deposit collection 收取现金押金FD06Check-in with TA voucher 持旅行社入住卷入住程序FD07Extension stay 处理延住FD08Flight reconfirmation 重复确认机票FD09Generating report 总报告FD10Greeting and welcoming guests 问候并欢迎客人FD11Group check in 团队登记FD12Guest location 客人方位FD13 Handling confidentia48、l/screen call request 处理客人保密和筛选电话要求FD14 Handling expected check out 处理预计离店客人FD15 Handling guest enquiries and introducing facilities 处理客人查询并介绍店内设施FD16Handling in-house amenities 处理客人欢迎品FD17Handling late check-out request 处理延迟退房的要求FD18Handling message 处理留言FD19Handling of complaints 处理投诉FD20Handling o49、f guest compliments 处理客人致意FD21Handling wake-up calls requests 处理叫醒电话的要求FD22Key authorization 钥匙的授权FD23Lost&Found procedure 失物招领程序FD24Loss of safe deposit box key 保险箱的钥匙丢失的处理FD25Maintaining Communication Log Book 使用交班本FD26Preparation for guest arrivals 为客人到达做好准备FD27Printing arrival reports and regist50、ration cards 打印来客报告和登记卡FD28Registering a walk-in guest 散客登记FD29Registering guest with confirmed reservation 为确定的预订房间的客人登记FD30Room change procedure 调房程序FD31Safety deposit box 保险箱服务FD32Taking reservation 办理预定STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序4FD33Travel agency voucher 旅行社入住卷DEPARTMENT :F51、ront Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 01号码 号码 :TASK :Awaiting room handling工作职工作职责责 :等候房间(1 of 2)等候房间(1 of 2)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Register for the guest.为客人登记Search for vacant52、 dirty room.在系统中找空房Ask room controller for room cleaning 请房态控制员确认干净房间Make registration for the guest according to the registration procedure.为客人登记If vacant clean room is not available immediately,search for vacant dirty room at first and call the Housekeeping to rush rooms.Enough time for cleaning r53、oom.如果当时没有干净空房，首先在系统中找空房脏房，马上通知客房部打扫。Invite guest for welcome drink by saying:Mr.Mrs.XX,the room we blocked to you is under cleaning,and Housekeeping has been informed for rushing room and it may take about 30 minutes.May I invite you to have a complimentary drink in our Lobby Lounge and I will let 54、you know as soon as the room is available.”邀请客人在大堂酒廊喝一杯免费饮料等候，并告知打扫房间大约需要的时间，房间打扫好后马上通知客人。Let guest have time idea.Show our sincerity to serve guest.Courtesy compensation for guest waiting.Let guest feel our humility.让客人感受到我们真诚的服务。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序5PREPARED BY:MICHAEL 55、ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 01号码 号码 :TASK :Awaiting room handling工作职工作职责 责 :等候房间(2 of 2)等候房间(2 of 2)EQUIPMEN56、T REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Check and call room controller随时与房态员确认房间状况Check in system系统登记Keep monitoring the room status in the computer.在系统中随时检查房态As soon as the room status is changed to the vacant clean,send the room key and welcome 57、booklet to the guest personally.By saying:Mr./Mrs.XX,I am sorry to have kept you waiting.Now the room is ready,the room number is XX.Thank you for your understanding.”Apologize for the waiting and introduce the GSA-Concierge to escort the guest to the room.Check in the room in the system immediately58、.房间一打扫好后，马上把钥匙送给客人，并对客人的等候表示歉意。行李马上送到客人房间，并在系统中登记入住房间。Get updated room status at first time.在第一时间得到更新的房态Efficiency service action will let guest feel our sincerity and humility.提供快捷的服务。Roomconnect with the telephone line.Anticipate guest request.系统登记房间使电话线马上接通STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和59、锦江标准工作程序6PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 02号码 号码 :TASK :Billing instruction handling工作职工作职责责60、 :账目说明账目说明(1 of 3)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Clarify the billing instruction确认付账说明Collect deposit or imprint credit card.收取押金Billing instruction can be clarified as following:Guest A pays for guest B by cash or credit card.Bot61、h guests are in different rooms.付账说明可如下：A客人给B客人付账。两个客人在不同房间。Modify A&B guest remarks accordingly if they get room change or early departureA或B客人如有提前离房或换房，需随时更新其备注Sufficient deposit should be collected or take the imprint of credit card voucher and get enough approval amount for credit card payment w62、hich should cover the two rooms estimated consumption.收取足够押金以确保足够两个房间住店期间所发生的费用。Different handling ways to different billing instruction.Make sure precise service.根据不同付账说明采取不同的服务。Deposit policy should be applied.Care about hotel benefit.应用押金收取的政策。保障酒店利益。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作63、程序7Tick on the registration card under:Bill instruction”YES.Note the guest his/her signature is approved to pay guest B s bill.Help the guest A to fill up the following items at the back of the registration.Guest A tick on“YES”under bill authorization.Guest B s name and room numberPayment instructio64、n帮助客人填全付款说明书Always do more for the guest.为客人多做PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE:Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 02号码 号码 :TASK :65、Billing instruction handling工作职工作职责责 :账目说明账目说明(2 of 3)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Collect deposit收取现金押金If paid by the credit card,take EDC voucher of the credit card and attach with the guest A s registration card.如果付信用卡做押金，将信用66、卡授权卡单附在A客人登记卡后。Non-registered guest A pays for in-house guest B by cash.Collect enough cash deposit from guest A which should cover the estimated consumption of guest B.Deposit policy should be applied.Care about hotel benefit.应用押金收取的政策。保障酒店利益。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序8Take th67、e imprint credit card刷卡付押金Politely invited guest A to sign payment authorization form on the Guest Business Card and leave contact telephone No.店外的A客人为住店的B客人付现金押金。收取足够的现金，请A客人在B客人的登记卡上签付款授权书，并留下联系电话。Non-registered guest A pays for in-house guest B by credit card.Take the imprint of Guest A s credit 68、card with one blank credit card voucher.Politely invite guest A to sign on the credit card voucher and payment authorization on guest B s registration card.PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:69、DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 02号码 号码 :TASK :Billing instruction handling工作职工作职责责 :账目说明账目说明(3 of 3)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的店外的A客人为住店的B客人付信用卡作为押金。印空白的信用卡单，请A客70、人在空白信用卡单上签字，在B客人的登记卡上签付款授权书，并留下联系电话。随后将客人签过字的空白信用卡签购单保存在值班经理保险箱，并在系统中做备注提醒员工。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序9Make remarks备注Write down the notice on the registration card and key in the notice in the system like,P/B outside Mr.A VISA#4500XXXX,voucher in DM Safe#123”在登记卡上填全付款说明并根据情况写明71、备注，并在系统中做相应的注明。To alert other GSA.Keep consistent service is one point of Xxx Hotel Hospitality.提醒员工注意。PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:DEPARTMENT:Front Desk部门部门 :前厅部:前厅部JOB TITLE:Guest Ser72、vice Associate职称职称 ：前台职员：前台职员TASK NO :FD 03号码号码 :TASK :Block rooms for arrivals(page 1 of 3)工作职工作职责责 :房间预留房间预留EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Block rooms priori to the guests who have special requests ie:connecting room,cornor room73、 etc.预留VIP房间。Let room controller block rooms for VIP one day before.Block rooms from the reservation screen using in Opera to search for the desired room type.To ensure that VIP guests have their priority room blockage so that specific needs will be met as well as to block the best rooms for them.确保74、VIP客人享有预留房间的优STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序10Block rooms for early arrivals.为早到的客人预留房间由Room controller为VIP提前一天预留房间。在Opera内使用 从预定屏中预留房间，以寻求所需房间的类型。Block only vacant clean room for early arrivals.为早到的客人预留干净的空房间。Inform relevant departments for the various amenities requested.For examp75、le,flowers and fruits basket.通知有关部门提供所需的各种欢迎品。例如,鲜花，果篮。Input DNC”in the instruction field in reservation screen for staff special attention.在预定屏备注栏输入 DNC 以提请员工注意。As far as possible,block vacant clean rooms one day before.尽可能提早一天预留干净空房。先权，以便满足其具体需求并为其预留最好的房间。We will ensure our procedures are customer76、 friendly and easy for the customer and staff.我们要保证我们的服务程序有益于客人并方便员工。To allow each departments to take the necessary actions to prepare the room for the guest.让每一个部门采取必要的举措为客人准备好房间。To alert everyone that the room blocked should not be changed because items may have been placed in the room.提醒各位：因为房间内77、各项备品已放置，所以不可更换。To ensure that the rooms are ready check-in immediately when guests arrive early.确保当客人较早到达时可以立即登记入住。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR JAME XI批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT:Front Desk部门部门 :前厅部:前厅部JOB TITLE78、:Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 03号码号码 :TASK :Block rooms for arrivals(page 2 of3)工作职工作职责责 :房间预留房间预留EQUIPMENT REQUIRED:Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的If vacant dirty rooms are blocked,inform housekeeping immediately providing them 79、with the expected time of arrivals.如预留的空房未清洁，立即通知So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in.客房部首先将这些房间清洁，以STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序11Block rooms with no arrival times.为未知抵达时间的客人预留房间。Block rooms with ot80、her(know)arrival times.为其他已知抵达时间的客人预留房间。客房部，以使他们在客人到达的预计时间内做好准备。Block vacant clean rooms first for on day arrival.先在当日预留干净的空房。If not available,block vacant dirty rooms and inform housekeeping immediately,providing them with the expected time of arrivals.如果没有干净的空房，则预留未清洁的空房并立即通知客房部，以使他们在客人到达的预定时间内做好准81、备。Use discredtion and take note of expected arrival times when blocking dirty rooms.谨慎处理，当预留未清洁房间时，记载客人到达的预计时间Inform housekeeping about each room blocked and the expected arrival times.通知客房部关于每一间已预留的房间和客人抵达的预计时间。确保为登记的客人预先准备好房间。Guest may check n at any time.客人可以随时登记住房。So that housekeeping can clean 82、these rooms first in order to ensure that the rooms are ready for the guest to check in.以使客房部首先将这些房间清洁，以确保为登记的客人预先准备好房间。So that vacant clean rooms may be available for any walk-ins.以便使任何走进来的客人均有可用的干净空房间。In order for housekeeping to schedule the maids to clean the rooms according to the arrival times83、.以便客房部根据抵达时间安排服务员打扫房间。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE:Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 03号码 号码 :TASK :Block rooms for arrivals(84、page 3 of 3)工作职工作职责 责 :房间预留房间预留EQUIPMENT REQUIRED:Opera Workstation所需设备 所需设备 :工作台工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Block back to back rooms.Do so only s a last resort.Use this Current guest in the room may STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序12预留尚未退房的房间。Block rooms for eld85、erly guests or disabled guest.为年老的客人或残疾客人预留房间。Block rooms for single female executives.为单身的女商人预留房间。method for very late arrival;But allow sufficient time for housekeeping to clean the rooms,taking into consideration the time for them to end their shift只有在别无选择时才如此，用于特别推迟抵达的客人，给与客房部充足的时间以打扫房间，充分考虑到他们完86、成工作的时间。Block rooms on lower floors as well as near to elevator and emergency exits.预留房间在低楼层，靠近电梯和紧急安全出口。Block handicapped rooms.为残疾客人优先预留残疾房。Block rooms without connecting doors unless specifically requested.除非特殊要求，否则预留无连通门的房间。extend stay or have an unexpected delayed check out.目前住在客房内的客人可能延长居留时间或推迟87、退房结账。For easy exit in the event of emergencies as well as for guest抯 convenience.可以方便客人在紧急事件中容易进出安全出口。A connecting door in the room of a single female executive may be perceived as an element of insecurity for them;as well as to prevent the unlikely event of someone else opening the connecting door 88、accidentally.单身女商人住在有连通门的房间被视为非安全因素。也已防止有偶然打开连通门而发生不愉快事件。We will do more for the customer in every customer contact.要利用每次同客人接触的机会为客人提供超前的服务。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front89、 Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD04号码 号码 :TASK :Bucket check工作职工作职责责 :检查登记卡检查登记卡EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序13WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的To print in house report90、打印住店客人报表Checking bucket against in house report.按报表检查登记卡Verify and correct all guest details.证实所有客人细节Leave note to Team Leader.留交班记录给次日领班。Use the computer and generate the printing by the overnight shift GSA.夜班员工使用电脑打印出报表。Using the in house report,check each registration card with the in house roomi91、ng report.使用住店客人报告与所有登记卡一一对照检查。Check each registration card against guest folio.Details such as:a.number of paxb.Rate and rate code c.Billing instructions根据客人档案核查每一份登记卡如：人数；房价和房价代码；账目说明等。Sort out all room discrepancy,correct all wrong key-in information,before closing the system date.在夜审前，修改所有错误信息。I92、f there is something not solved,Leave the details note regarding those mistakes(if has)to the next day Team Leader.Team Leader will do the follow up.将错误的细节留给次日领班，以便继续跟进。For reference.供参考。To ensure that all in house registration cards available and are placed accordingly in the bucket by room number.93、Take care of guest information.确保所有登记卡根据房号次序放置在登记卡盒中，无一遗漏。并确认报表中和登记卡中客人信息相符。To ensure accuracy of record so as to provide precise service.确保纪录的准确性。Proper shift hand over.良好的交班制。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGN94、ATURE/DATE签字签字/日期日期:DEPARTMENT :Front DeskJOB TITLE :Guest Service AssociateSTANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序14部门部门 ：前厅部：前厅部职称职称 ：前台职员：前台职员TASK NO :FD 05号码 号码 :TASK :Cash deposit collection工作职工作职责 责 :收取现金押金 收取现金押金(1 of 3)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO D95、O工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Calculate amount of deposit.计算押金额Tell guest deposit amount告知客人总额Receive money from guest.收取现金Calculate amount of deposit accurately,amount of deposit should cover the room charge during guest staying and estimated miscellaneous consumption.Formula is:Room rate pe96、r night x total room nights x 1.5=total amount of deposit.根据公式计算客人在店期间预计消费的额度：房费*入住天*1.5 (注：此为参考数据，会根据房价面确定收取押金额)If guest pay deposit for extension,ask for estimated departure date before calculate deposit.如果客人为延住付押金，确定延住天数。Politely tell guest deposit amount we should collect by saying:Mr./Mrs.XX,wo97、uld you please pay RMB XX as deposit which include your room charge and other miscellaneous charge until you check out.If there deposit rest,we will refund them to you upon check out.礼貌告知客人总额，结账时押金多退少补。Use two hands to receive money from guest and carefully and efficiency count it in front of guest,98、any question on the money e.g.amount of money,unacceptable money,contact guest immediately.As well as say:Mr./Mrs.XX,I have received your RMB XX deposit,thank you.”After you finish counting and accept it.Protect hotel benefit and accurate deposit amount can let us have guideline for collecting depos99、it.保护酒店利益Get detail information can assist us to provide precise service.得到确定信息。Clearly describe the accurate deposit amount we will collect to let guest have clear understanding,and also explain the reason why this amount collected by us.Anticipate for guest request and caring about guest inquiry.清100、楚告知客人押金总额和收取此金额的解释。Any question regarding money,solve it immediately with guest and in front of guest.Clearly confirm with guest how much you receive from guest by speaking out to guest.Avoid any dispute occurred in future.PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 STANDARD OPERAT101、ION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序15POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 05号码 号码 :TASK :Cash deposit collection工作职工作职责 责 :收取现金押金 收取现金押金(2 of 3)EQUIPMENT REQUIRED :102、Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Key into the system and write the cash deposit receipt.押金输入系统，开押金收据给客人。Describe deposit terns to guest向客人解释押金条款Double check the posting to make sure you key in correctly再次检查系统中输入的准确性Extend for guest in computer在系统中延期用双手103、接过现金，在客人面前清点清楚，如果金额数不对或对不可接受的钱币，必须立即当面同客人讲清。Key into the system at once and write the cash deposit receipt for the guest right now,then ask guest sign on the receipt.Finally sign your own signature.押金收据须客人和员工双方签字确认，并立即将押金输入系统。Clearly describe deposit refund terms to guest by saying:Mr./Mrs.XX,would 104、you please read these clause to see if it is correct,thank you.”向客人解释押金收取及退还的具体条款After guest leave front desk,double check deposit into computer immediately.客人离开柜台后，立即再次确认系统中输入的准确性。If guest pay deposit for extension,extend for guest in computer and make the new key after collecting deposit.如客人为延住客人，105、确保在系统中为客人延住，并作新钥匙任何有关现金的问题必须当面立即解决，避免以后发生不必要的纠纷。Let guest clearly understand terms content to avoid any dispute in future.让客人清楚理解避免今后纠纷发生。Avoid forgetting posting so as to affect any upset to guest caused by deposit.谨防忘记输入电脑Update information in computer.更新信息。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和106、锦江标准工作程序16PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 05号码 号码 :TASK :Cash deposit collection工作职工作职责 责 :收取现金107、押金 收取现金押金(3 of 3)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Note:注意If guest pay foreign currency as deposit客人付外币作为押金Calculate amount of deposit accurately the same as above.Exchange rate should follow the foreign currency exchange list人民币押金总额108、计算同上所述。外币总额依照每天外汇牌价计算得出。Foreign currency can not settle bill directly unless exchange to RMB or change other payment method upon C/O.Polite explain to guest the foreign currency will only be kept at Front Desk during stay as deposit.外币不可直接用于结算，除非在退房时兑换成人民币或改用其他方式结算。向客人礼貌的解释外币只是作为押金在入住期间存放前台。Write a 109、formal foreign currency receipt and pass one copy to guest.State that the foreign currency will be returned to guest after settling bill with receipt.开据外币押金收据给客人。客人结清账目后，凭收据退还外币押金。The foreign currency deposit should be sealed in envelope with details on the cover including guest name,room no.,durati110、on,which foreign currency and amount by FD SA,then kept in Service Manager Safe Deposit Box during guest stay 外币押金由收取押金的前台员工放在信封中密封，将细节（客人姓名，房号，入住期间，外币种类，金额）在信封上注明。交给服务经理在客人入住期间存放在保险箱内。C/O message should be left“Pay USD200.00 as deposit kept by SM”.Make sure to count and check the foreign currency i111、n front of the guest before collecting.Avoid any dispute occurred in future.确保在收取现金前，在客人面前检查外币和数清金额，避免今后发生争执。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序17在离店信息中输入”收取美金200元作为押金，存放宾客服务经理处“PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITO112、N:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 06号码 号码 :TASK :Check in with TA voucher工作职工作职责 责 :持旅行社入住券入住持旅行社入住券入住（1 of 5）EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目113、的工作目的Greets guest.问候Identify guest who come with luggage or briefcase and inquire guest name with smile and eye contact.得到客人姓名Collect the room voucher by two hands and check reservation in computer.收取入住单Greets guest upon guest approach front desk counter with smile by saying:Nin Hao,welcome to Trade114、rs Hotel,Kun Shan.May I help you,Sir/Madam?使用标准用语问候客人。If guest has reservation,politely inquire guest name by saying:May I have your last name,sir/Madam?”得到客人姓名后查询预定。Find out reservation immediately in computer,politely require guest room voucher and confirm the information including guest name,arri115、val and departure date,room type and payment,etc.If fail to find out,try other way,e.g.use guest company name or travel agency name to check in computer.By saying:Mr.XX,May I have your company name or may I know the company you made your booking with?”If still fail to find,let the guest check in fir116、st and follow up after check in.找到预定后收取入住单，确认入住单上的信息是否与系统中一致。如果用名字无法查到预定，使用旅行社或公司名字查找。如果仍无法找到预订，先为客人登Present our courtesy and kindly service at first time.留下良好的第一印象。Clarify guest is walk in guest or with reservation.So that you can check the reservation in computer.确认客人是否有预定。Locate reservation immed117、iatelly,try to provide efficiency service to guest at first time and every single time.为客人提供有效快捷的服务。Be flexibility.灵活STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序18记，随后再跟进。Note:Never say to guest:No reservation”even if reservation can not be found in computer.Useguest company contract rate and gu118、est preference to check in guest at first.PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 06号码 号码 :TASK :Chec119、k in with TA voucher工作职工作职责 责 :持旅行社入住券入住持旅行社入住券入住（2 of 5）EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Confirm room type with politely manner and smile,eye contact.确认房态Advise guest from getting R card告知客人去取登记单注意：不要同客人讲：没有预订。即使预定无法找到，使用客人公司价根据客人喜120、好先为客人登记入住。If VIP or Golden Circle guest refer to GRO immediately.By saying:Mr.XX,please wait for a moment,our guest relation officer will show you the way to the room.”Or if GRO is busy,follow Golden Circle s standard to service the guest.如果是贵宾或金环会成员，立即通知宾客关系主任接待。如他/她繁忙，根据接待贵宾标准工作程序接待客人。Confirm room121、 type and period with guest according to reservation by clearly description.By saying:Mr.XX,you have booked our deluxe king size room,is it correct?”同客人确认房态和入住天数。By saying:Just one moment,Mr.XX,I m just going to get your registration card.”Draw out pre-registered registration card and Clearly confir122、m detail with guest to avoid making guest feel confused,meanwhile let guest feel our genuine service.确认细节时刻人感受我们真诚的服务。In order to avoid the guest confusion and show care.避免客人产生误会STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序19prepared welcome booklet from reservation form holding box.去取登记单时告知客人。If123、 guest request non-smoking room,please follow up in the system and key in the guest profile,so we can meet guest s needs in the future.PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk124、部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 06号码 号码 :TASK :Check in with TA voucher工作职工作职责 责 :持旅行社入住券入住持旅行社入住券入住（3 of 5）EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Check in guest in computer在系统中办理入住手续Collect ID ca125、rd/Business card for registration.收取证件和名片登记If very frequent guest,no need confirm type and rate all the time,do according to the profile.If there is detail profile in the system,do not collect business card again.客人的要求应被记入系统，使客人下次光临时我们提前满足其要求。常客不需要每次都确认细节。资料很全的客人不须再要名片。Check in guest in computer在系统中126、办理入住手续Politely collect guest ID card/Business card for registration.Use two hands to receive guest ID card/business card,By saying:Mr.XX,may I have your passport and business card for reference.Thank you.”礼貌的要求证件和名片登记。.Avoid forgetting check in guest in computer.避免忘记在系统中登记。Fill in registration for g127、uest to show our Asian hospitality.帮助客人填写登记单STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序20Fill registration card填写登记单Confirm and collect the payment.付款方式Clearly,neatly accurately and efficiency fill in the registration card for guest.清楚，整齐，准确，快速填写登记单。Politely collect payment from guest by saying128、:Mr.XX,how would you like to settle your incidental payment?”If it is credit card,quickly take in print.If paid by cash,collect 500 RMB per day for cash deposit.收取杂费押金五百元。Avoid to letting guest wait for too long time.Do more for our customer in every customer contact.避免使客人等候太久Advance deposit should 129、be collected to protect hotel benefit.押金收取保障酒店利益PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 06号码 号码 :TASK130、 :Check in with TA voucher工作职工作职责 责 :持旅行社入住券入住持旅行社入住券入住（4 of 5）EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Confirmation information with guest.确认信息Present welcome booklet and necessary items to guest.分发钥匙Inform the GSA-concierge通知礼宾部Ask if gue131、st need any thing help提供更多服务Confirm guest name,room number,arrival date,depature date with guest.确认所有入住信息。Use two hands to present welcome booklet and necessary items to guest.用双手给客人分发钥匙Inform SA-Concierge the room number.通知礼宾部客人房号。Ask if guest need any else help by saying:Mr./Mrs.XX,Is there anythi132、ng else I can do for you?”Care for guest understanding on every detail information.让客人了结所有相关信息Do more for the guest.为客人多做。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序21Offer Service Center information,if need.如需要，提供服务中心信息Complete check in.完成登记询问客人是否需要更多帮助。Identify GSA-reception self and offer gu133、est service center extension number by saying:Mr./Mrs.XX,our guest service center extension is 3,please call us anytime if you need our help.”前台员工介绍自己并提供服务中心电话分机。Introduce GSA-concierge to guest and wish guest a pleasant stay.By saying:Mr./Mrs.XX,this is Jack from concierge,he will show you to the r134、oom,wish you have a pleasant stay.”介绍礼宾部员工给客人，并祝客人入住愉快。Anticipate new guest request,to help new guest familiar with the hotel service center.预见客人需求Use team work to consistently serve guest.运用团队精神为客人提供持续的服务。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DAT135、E签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 06号码 号码 :TASK :Check in with TA voucher工作职工作职责 责 :持旅行社入住券入住持旅行社入住券入住（5（5 of 5）EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW 136、TO DO操作明细操作明细WHY工作目的工作目的Sign on registration card.签字Get approval code for credit card.信用卡授权GSA-reception sign on registration card.前台员工在登记卡上签字确认If the guest pays by credit card,input credit card number into EDC machine to get approval code upon guest check in.If the credit card is declined,ask guest137、 to change payment by saying:Mr./Mrs.XX,I am very sorry to inform you that after checking with the bank,we can t get approval For future using.公安局登记制度Check the credit card limit.检查信用卡额度。We dont tell guest his/her credit card is declined because we should give guest face.Under this situation,we shoul138、d be very careful to talk to guest在信用卡不被接受的情况下，不STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序22Do routing in the system在系统中做routingAttach TA voucher with R/C附入住卷在登记卡单后Attach items.附卡单code for your credit card,would you please change to another payment,thank you.”使用EDC要取信用卡相应授权，如果EDC不接受客人信用卡，要求客人换139、卡或更改付款方式Do routing according to the bill instruction in the system after check-in system.根据付款说明在系统中做做账目说明。Attach TA voucher with R/C and pass to Credit Mananger on daily basis to get authorization.附入住卷在登记卡单后，交给信贷部经理授权挂账。Attach registration card with EDC voucher together将信用卡授权卡单附在登记卡后 要直接同客人讲信用卡被拒收，应140、小心措辞要求客人更换付款方式。If the billing has been paid by theTA,to avoid divulge room rate to the gust.以防在结账时将旅行社应付费用让客人得知。Credit Manager will double check it again to make sure everything is correct.信贷部经理复查所有相关资料确保无差错。For filing.存档PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职141、位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 07号码 号码 :TASK :Extension Stay工作职工作职责 责 :处理延住（1 of 2）处理延住（1 of 2）EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DOHOW TO DOWH142、YReceive extension requirement from guest.客人要求延住Check guest how many days to be extended.Politely ask guests name and room number and confirm in the computer.Say:Nin Hao Sir/Madam,May I help you?”确认客人姓名和房号。Saying:Mr./Mrs.XX,May I know how long will you want to extend?”To ensure the correct room numb143、er to provide precise service.确保客人提供正确房号。To get accurate information so as to provide precise service.STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序23确认延住天数Check the room availability status.确认可用房间数Check guest balance.检查客人账目情况确认延住天数Check the room availability status in the computer.Only keep SL-Fr144、ont Desk informed after you do under full house situation.在系统中确认随后几天的可用房间数，只有在满房的情况下，通知主管处理。To check guests cash deposit or credit card approval amount.But,please check it in a polite way and keep guest s regard.If deposit is not enough,invite guest to pay more deposit.By saying:Mr./Mrs.XX,your depo145、sit is not covered your extension stay,could you pay more deposit please?”If it is credit card payment,accept extension request at first,check approval amount later.检查客人押金是否足够，如果押金为现金，礼貌的要求客人补交足够现金。得到正确信息。To encourage GSA decide making.鼓励员工做决定。Finance policy should be applied.相关财务制度必须遵守Always respec146、t guest and show your care to the guest.Do not keep guest waiting.尊重客人。不要让客人等候。PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：147、前台职员TASK NO :FD 07号码 号码 :TASK :Extension Stay工作职工作职责责 :处理延住(2 of 2)处理延住(2 of 2)EQUIPMENT REQUIRED :Fidelio Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DOHOW TO DOWHYCheck if guest is paid by company or travel agent.核查客人是否公司或旅行社付款If paid by company or travel agent,written extension notice is needed at least148、 before departure,otherwise STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序24Make extension for guest.延住explain to guest we will charge to guest s own account and for travel agent s booking room rate will also be changed to walk in rate from extension day.如果是公司或旅行社付款，书面延住通知必须在离店前发送至酒店。否则，告知客人延住后的所有149、费用自付并不享受公司或旅行社优惠价格。Make extension for guest in computer immediately if the above terms&conditions are acceptable,update room key for guest.在以上情况都与客人确认后，在系统中延住，并给客人作新的房间钥匙。PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DA150、TE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 08号码 号码 :TASK :Flight reconfirmation工作职工作职责 责 :重复确认机票重复确认机票EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DOHOW TO DOWHYSTANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序25工作程序工作151、程序操作明细操作明细工作目的工作目的Receiving airticket and obtain the request.接到机票。Repeat 重复信息。Reconfirm the ticket with airlines office.确认机票。Notifying the guest.通知客人。Obtain the following information from the guest.Guest name；room No.flight No.;destination;departure date and time;class;ticket No.ect.By saying:May I 152、have your full name?”May I have you flight number?在还给客人机票前记录下相关所有信息：客人姓名和房号；航班号码；目的地；日期时间；客舱等级；票号等。Make sure repeat the details to the guest.与客人重复信息。Make a phone call to the airlines office for reconfirmation.Ensure offering all information to airline office clerk and obtain the reconfirmation coded153、 and the clerk name.与航空公司联系，将所有细节告知，并获得确认号和航空公司员工姓名。Call to guest or leave a message to inform the guest that his/her ticket has been reconfirmed.The message is:Dear Mr./Mrs.XX,Your air-ticket has been reconfirmed,the reconfirmation number is XX.Thank you and have a nice day.GSTL-Scott.”留言或打电话通知客人机票154、已确认好。To have all details at hand while reconfirming the ticket.掌握机票所有必要信息。Avoid making mistake is to show our sincerity to the guest.避免出错。Ensure our procedures are customer friendly and easy for the customer and staff.确保我们的程序既有利于客人又方便员工。Guest is aware of the outcome.让客人知道结果。PREPARED BY :MICHAEL ZHEN155、G起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:OM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 09TASK :Generating reportsSTANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序26号码 号码 :工作职工156、作职责责 :总报告总报告EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Printing department reports打印部门报告。Sort up of reports报告的分类。Printing downtime reports.打印例行报告。Filing of downtime reports.将报告归档。This is usually done at night by the night shift GSA.通常由前台夜班员工做157、。A list would be provided showing which type of report for which department.有确定一份目录以表明哪一个部门需打印哪些报表。All reports would be sorted and placed according to the designated places for collection.报告被分类并被放在指定地方以方便取用。Downtime reports are to be printed at the beginning of every shift hand over.(06:00,14:30;22:158、30 daily)例行报告每天打印三次，分别在三个班次前。Downtime reports would consist of:a.Arrival reportb.Departure report with balancec.In house report by room&alphad.Room statuse.Posting summery 例行报告包括：抵达报告；离店报告；住店客人报告；房态表；账目报告等。File the report and place the folder in the proper place.将报告归档并放在固定地方。Less interruption.较少被打扰。159、Information信息。Team work of Xxx Hotel spirit.酒店团队精神。For latest information in case of the computer breakdown.保持最新信息以防系统死机。Easily available in times of needs.需要时方便使用。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签160、字/日期日期:STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序27DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE:Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 10 号码 号码 :TASK :Greeting and welcoming guest(1 of 2)工作职工作职责责 :问候并欢迎客人问候并欢迎客人EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程161、序HOW TO DO操作明细操作明细WHY工作目的工作目的Use standard greetings for the guests.使用标准问候语向客人问候。Welcome guests to the hotel.欢迎来饭店的客人。As the guests approach the reception counter,acknowledge their presence by greeting them at least three meters away from the counter.Say,Good morning/Afternoon/Evening,Mr.XX.(if name 162、of guest is known,otherwise use Sir or Madam)当客人走近接待台时，在客人距接待台至少三米时向其问候示意，说，早上好/下午好/晚上好/，XX先生。（如果知道客人姓名时称XX先生，反之则使用先生或女士）Establish and keep eye contact with the guest and smile genuinely.与客人建立并保持视觉接触，真诚微笑。Stand upright with an attentive body posture.以专注的身体姿势立正站立。Say,Welcome to Traders Hotel,Kunshan.163、If guest is a return guest,Say,“Welcome back to Traders Hotel,Kunshan.”说,”欢迎来昆山商贸饭店。”如果客人是回头客人，说,”欢迎再次光临昆山商贸饭店。“To give a positive impression of the hotel as well as to acknowledge the importance of the guest in the hotel and also to raise the self-esteem of guests by addressing them by their names.164、使饭店的良好服务给客人留下深刻的印象，并使客人深切的感受到饭店重视自己，以其姓名相称呼也可以提高客人的自尊感。To show that you are genuinely willing to serve the guest.表现出真诚服务客人的愿望。A good body posture indicates good grooming and confidence.良好的身体姿势表明良好的修养和自信。To make guests feel at home as well as to proudly announce the name of the hotel.使客人有种归家感，为饭店的名称感165、到骄傲和荣幸。PREPARED BY :MICHAEL ZHENG APPROVED BY :MR RAY ZHOUSTANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序28起草人起草人 批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE:Guest Service Associate职称职称 :前台职员前台职员TASK NO :FD 10号码 166、号码 :TASK :Greeting and welcoming guest(2 of 2)工作职工作职责责 :问候并欢迎客人问候并欢迎客人EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的If guest should be kept waiting,thank them for waiting.如果需要客人等待的情况下应向客人的等待表示感谢。Offer assistance and identify guest by name.Use,”M167、ay I have your last name,please?”为客人提供帮助，识别客人的姓名.Use,“Thank you for waiting,MR./Ms.XX.”说：“谢谢等候,XX先生/女士。”To retrieve reservation from Opera system.从Opera系统中找出客人的预定。To acknowledge that the guest has been waiting and their patience is appreciated.对客人的耐心表示感谢。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工168、作程序29PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 11号码 号码 :TASK :Group check in 工作职工作职责 责 :团队登记(1 of 4)团队登169、记(1 of 4)EQUIPMENT REQUIRED :OperaWorkstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Receiving group resume.收到团队资料Prepare key envelope and group check in form.准备好团队欢迎信封和团队入住信息表格。One day before,room controller should read the group resume carefully and assign rooms for group,t170、ry to assign rooms on the same floor or closely.And if no enough vacant rooms,due out group rooms can be assigned for arrival group as long as check out time is at least three hours prior to arrival time.提前一天Room controller详细阅读团队资料，并根据具体要求安排团队房间，尽可能安排在同一层或相近楼层。如没有足够的房间，可安排当天离店的团队房间，但时间间距为至少三小时，以保证客房171、部有足够时间打扫房间。One day prior to group arrival,night shift front desk GSA should prepare key envelope and fill in group check in form according to group resume for the arrival group on the next day.团队到达的前一天，前台夜班员工应该根据团队资料准备好团队欢迎信封和填写团队信息表格。Group check in form should be filled in below item:-Group name/ho172、tel group code-Travel agent name-Arrival/departure date,time-No.of rooms and pax-Meal type and venue-Payment and etc.Prepare room well in advance so as to save group check in time.提前安排房间以节省团队入住时间。Well preparation is the first step of express check in.良好的准备工作是快速登记的前提。STANDARD OPERATION PROCEDURE青和锦江标173、准工作程序青和锦江标准工作程序30团队入住信息表格应该包括：团队名称；旅行社名称；到店离店日期，时间；房间数人数；就餐地点和种类；付款方式等等。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员T174、ASK NO :FD 11号码 号码 :TASK :Group check in 工作职工作职责责 :团队登记(2 of 4)团队登记(2 of 4)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Block group check in venue.确定团队办理入住的地点Room assignment房间安排On the day when group arrive,prepare the room keys.准备钥匙Group arriva175、l.团队到达Front desk GSA confirm with Sales group coordinator about group checking venue.前台员工与销售部团队协调员确认团队办理入住地点Double check room assignment,make sure there is no due out room,ensure room are arranged according to group resume.检查房间安排，确认无当天退房的房间。并且按照团队资料对房间的要求安排房间。After block rooms in computer,encode the176、 room keys before the group arrival.房间安排好后，在团队到达前做好钥匙。Greet guest upon guest approach front desk counter with smile by saying:Nin Hao,welcome to Traders Hotel,Kunshan,May I help you Sir/Madam。”在客人走近前台时，微笑问候客人，”您好，欢迎光临昆山商贸饭店，我可以帮您吗，XX先生。”Avoid guests block front desk check in area.避免客人堵塞在大厅前台处。Prepar177、e rooms key in advance is to save group check in time.提前准备好钥匙以节约团队入住的时间。Present our courtesy and kindly service at first time.表现我们的真诚和礼貌的服务。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序31PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSIT178、ON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE:Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD11号码 号码 :TASK :Group check in 工作职工作职责 责 :团队登记(3 of 4)团队登记(3 of 4)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Room ke179、y issuing分发房间钥匙。Check in group in Opera system在Opera系统中登记入住团队Confirm grou information确认团队信息Assist tour leader to distribute room keys to guests.Pass the updated group room list to bellboy for luggage delivery.协助领队分发钥匙给客人。将最新的房号名单给礼宾部用来运送行李。Double check room No.and check in group in Opera system.再次确认180、房号及总数，在系统中登记入住团队。Confirm group details with tour leader.Collect one copy of rooming list and get group Visa.If the group has no group Visa,ask all guests passports to register.从领队处取得团队名单，确认团队信息，得到团体签证以便登记，如果没有团体签证,就需逐个登记。Fill in the group check in form,including:-Daily morning call timeConnect telep181、hone line for group room immediately.使团队房间的电话线路及时接通。Get more information,and inform more information.获取更多团队信息，同时给予更多饭店信息。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序32-Luggage down time-Daily breakfast time-Departure time and etc.Inform tour leader hotel facilities and service.填写团队入住信息表，包括：每日叫早时182、间;下行李时间;每日早餐时间;离店时间等。介绍饭店相关设施。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD11号码 号码 :TASK :Group check in 工作183、职工作职责 责 :团队登记(4 of 4)团队登记(4 of 4)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Confirm payment with tour leader确认付款方式Direct Payment现付Escort group members to elevator引导客人去电梯Update group information更改团队信息。Confirm payment with tour leader upon chec184、king in.在入住时，与旅行社陪同确认付款方式。If it is paid upon check in,after group member go upstairs,collect payment from tour leader.如果团队是现付，客人登记入住后，向旅行社陪同收取。GSA show group to the elevator area.前台员工引导客人去电梯。Key in all guest information in Opera system.Double check room rate and do complimentary room according group185、 resume.将所有客人信息输入系统，核查房费，并根据团队资料做相应的免费房。Distribute group check in form and Avoid any dispute upon check out避免在退房时发生任何账目的争执Don抰 block group member check in time to wait for collecting payment.不要因为收取现金，而耽误团队入住的时间Show our courtesy to guest.显示我们的对客的礼貌。Inform relevant departments for STANDARD OPERATION P186、ROCEDURE青和锦江标准工作程序青和锦江标准工作程序33Follow up.跟进Note:注意：Any last minutes arrangement should inform concerned department immediately.任何最后更新的团队信息，必须马上通知相关的部门。rooming list to relevant department.File the original one at front desk.将相关信息发送到相关部门。前台保存原件。providing relevant service e.g.wake up call;luggage delive187、ry,etc.通知相关部门相关信息，以确保提供向以服务。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD12号码 号码 :TASK :Guest location工作职工作188、职责责 :客人方位客人方位(1 of 2)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Greeting the guest when the guest approaches the reception counter.问候客人Check in the computer.查系统Take down guest s notice.记录Saying:Nin Hao,Mr./Mrs.XX,May I help you?”问候客人Upon the 189、guest request for location service,politely inquire guest s name and room number and confirm in the computer.客人要求方位服务，查系统确认客人身份。Politely ask guest for the information as below and key in guest folio at the same time.Guest LocationContact No.Return TimePolitely ask the guest when he/she will return.R190、epeat the details to the guest.To create a good impression to the guest.给客人留下良好印象。To ensure the guest is in house guest and room number is correct.Correct guest information can assist us to provide precise service.确保客人是住店客人，并保证客人提供的房号与系统中一致。To cancel guest location on time.Guarantee our consistent s191、ervice.确认时间及时取消方位服务。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序34确认客人方位，联系电话，确认客人回来的时间。并再次重复信息。If guest there is no confirmed time when he/she comes back,tell guest by saying:Mr./Mrs.XX,when you come back,would you please call us to cancel this message?”如客人无法确认回来时间，请客人回来后马上通知取消方位服务Tell guest th192、is message will be passed to his/her friend Mr./Mrs.XX,we will tell your friend where you are and how to contact you or we will put through your friend s telephone number.”告知客人方位留言将会被转告给找他的客人。To ensure to get clear and full information.Ensure precise service is provided.重复确认保证清晰完整的信息。PREPARED BY:MIC193、HAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 12号码 号码 :TASK :Guest location工作职工作职责 责 :客人方位客人方位(2 of 2)EQUIPMENT REQUIRED 194、:Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的End of talking with guest.结束交谈Call telephone operator.通知总机Cancel the location notice取消方位服务Check if anything else we can do for guest.If no,thank guest to finish the talking with guest.确认是否还能帮客人什么。Inform telephone opera195、tor of the location notice immediately.Politely inquire the operator name马上通知总机上述信息，并获得总机员工姓名。At the designated cancellation time,call guest room to confirm if the guest has Always remember to do more for guest.为客人多做。Avoid forgetting the notice.Use team work to process consistent service.To ensure o196、perator get clear and full information.马上通知，清楚完整的信息传达Follow up.STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序35returned or not.If yes,cancel the location notice in the computer.If the guest has not returned,keep contacting guest room till guest comes back or get further notice.在预定取消时间，致电客人房间再次确认客人197、是否已回房间。如客人已回房间，取消方位服务。如未回房间，继续跟进。Note:注意：Every time,when caller or visitor request checking guest information,retrieve it from Opera Telephone Operator(Ctr+F7)function.Because,this is the only way to retrieve guest locator message.当客人查询信息时，在系统中要使用Ctr+F7 只有此项查询功能可以获得客人的方位留言。跟进PREPARED BY:MICHAEL ZHEN198、G起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE:Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 13号码 号码 :TASK :Handle confidential/Screen calls request工作职工作职责 责 :处理客人要求保密处理客人要求保密/筛选电话要199、求筛选电话要求EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Explanation:Confidential stay:保密保密Guest does not want others to know that he is staying with us.客人不希望别人知道自己住在本酒店。Screen calls:筛选电话筛选电话Guest wants all callers to be screened before being connec200、ted.客人希望任何电话被转接前，都要对来电者进行问询。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序36Confidential stay保密Screen calls筛选电话Process instruction accordingly相应的输入指示信息Inform guest that we will inform all callers or visitors that he is not listed with us even though callers or visitors claimed to be related to gue201、st.All parcels/items delivered will also be rejected.要通知客人我们将告知所有来电和来访者此客人不在本酒店入住，即使来电或来访者声称与此客人有关系。所有包裹或物品也会被拒收。Check with guest if he wants to accept emergency or overseas calls?Inform guest that we will screen all calls or visitors and await his further instructions.与客人确认是否希望接听紧急或国际长途?通知客人我们将会筛选所202、有电话和来访者，并等待客人的进一步指示。Key in Confidential stay”or Screen calls”after guest last name in guests profile and also under Billing instruction”.Inform telephone operator so that DND”could be set in console.在客人的档案的姓后和账目指示栏中输入“保密“或“筛选电话“提醒员工注意。通知总机在话务台上设置DND“功能。To avoid accidental disclosure防止保密服务被揭穿To keep 203、all informed.让所有人被告知。All calls will be diverted to operator console.所有的电话将被自动转接去总机。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：204、前台职员：前台职员TASK NO :FD 14号码 号码 :TASK :Handling expected check out工作职工作职责责 :处理预计离店客人(1 of 3)处理预计离店客人(1 of 3)EQUIPMENT REQUIRED:Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Print out Departure reportEveryday at 12:30noon,print out Ready for chasing due out.STANDARD OP205、ERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序37打印离店客人报表Sort due out room整理离店房间Check remark查看客人档案备注。Call guest room致电客人。Departure report”by room number.每天中午12：30后，按房号顺序打印当天预计离店客人报表。Sort due out rooms in following groups:-Rooms without departure time-Rooms with departure time-VIP rooms根据以下顺序整理离店房间：-无离店时间房间-有离206、店时间房间-贵宾房间。Check remark to see if there are any instruction regarding check out time.检查备注确认是否有任何关于离店时间的要求。1.Call guest rooms which have no departure time，except to VIP rooms or other entitled late check out programmer.除贵宾和根据推销计划授权可延迟离店的房间外，给其他客人打电话询问离店时间。Do not call those rooms has departure time li207、ke,“13:31”,“15:16”,TBA/00:01”.It means,somebody at the Front Desk already called the guest and confirmed the departure time.为确认当天离店房间做准备。Avoid disturb guest by repeat ask guests for departure time.避免重复询问客人离店时间。Get accurate information from guest.从客人处得到准确信息。Keep information in computer.在电脑中保留信息。PREPA208、RED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 14号码 号码 :TASK :Handling expected check out工作职工作职责 责 :处理预计离店客人(2 of209、 3)处理预计离店客人(2 of 3)STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序38EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的 不要给离店时间上注明，15:01;17:16的客人打电话，因为它表明前台员工已与客人确认过离店时间。2.Call guest rooms which are still occupied and expected to check out today.By 210、saying,Mr./Mrs.XX,This is Scott,calling from the Front Desk,our record shows you check out today,May I reconfirm your departure time?”Would you like the bell man to help you with your luggage?”Would you prefer I make limousineService booking for you to the airport?”打电话给今天预计离店的客人。“XX先生，我是前台的Scott,根据我211、们的记录您今天退房，我可以和您确认您的退房时间吗？“您需要行李员为您下行李吗？“您需要我为您订车去机场吗？Be courtesy.礼貌。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序39DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB T212、ITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 14 号码 号码 :TASK :Handling expected check out工作职工作职责责 :处理预计离店客人(3 of 3)处理预计离店客人(3 of 3)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Decide complimentary late check out time.决定免费延迟离店时间。Input 213、departure confirming message确认离店时间留言Input updated departure time into computer.Like,“14:31”,“15:16”.GSA-reception has right to decide late check out till 3pm in low occupancy(below 65%).Refer to GSTL-front desk for late check out after 3pmGSM decide some late check out on only full situation将确定的离店时间214、按标准格式输入电脑，例如，14:31,15:16.前台员工有权在出租率不高的情况下(在65%以下)给予客人延迟离店时间至15:00,15:00之后可请示领班。值班经理在出租率高时决定延迟退房时间。Regarding rooms which can not be confirmed about the departure time by telephone,input standard format message into computer to inform guest regarding the confirmation of departure date and time.Mr./.Mr215、s.XX,Please contact the Service Center at Ext.3 regarding your departure date and time.Thank you and have a nice day.”客人不在房间的情况下，可留标准确认离店时间留言给客人。“XX先生，请致电服务中心分机3确认您的离店日期和时间。“Keep the record standard.保持纪录的标准。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOMSIGNATURE/DATPOSI216、TON:GMSIGNATURE/DATESTANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序40职位职位：E签字签字/日期日期:职位职位签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE:Guest Service Associate职称职称 :前台职员前台职员TASK NO :FD 15号码 号码 :TASK :Handling guest enquiries and introducing facilities工作职工作职责 责 :处理客人查询并介绍店内设施处理客人查询并介绍店内设施(1 217、of 2)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Product knowledge业务知识Follow up落实Know the number of outlets.Be aware of the operational hours.Be aware of all other facilities that are available.-Knowledge of types of rooms and their rates.-Nev218、er assume,should be sure (Do not say “maybe,I think”)By saying,Business center is on the 2nd floor.”Safe is available in your room.”熟知餐厅及设施；营业时间；饭店内其他服务项目和设施。掌握房间类型及房价。永远不要猜想，要确认。If you do not know something,By saying,Mr./Mrs.XX,I will check it and get back to you within 5 minutes.”Check with concie219、rge or other department colleagues,Or check other ways to get information e.g.City information telephone center,map,tour guide menu.对于不确定信息的问询，告知客人你将尽快查实并将信息反馈。与相关部门查实后马上反馈客人。To sell the hotel and ready to serve guest to show care about hotel benefit and sincerity to guest.Be knowledgeable.推销饭店各项服务项220、目。提供准确的信息。Provide accurate information to provide precise service.提供准确有效的信息。Use team work of XXX Hotel spirit to serve guest.发挥团队精神服务客人。Guest will appreciate;we will have answers or provide alternatives for guest enquiries.对于客人的询问我们将有答复或提供选择的余地，使客人满意。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序4221、1PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 15号码 号码 :TASK :Handling guest enquiries and introducing faci222、lities工作职工作职责责:处理客人查询并介绍店内设施处理客人查询并介绍店内设施（2 of 2）EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Any extra information其他额外信息Any information offered by the guest or by a staff from other department can be valuable.Fully use the information from the223、 guest preference Pad,key in all concerned information to guest remarks”of guest profile in Opera system.任何客人或其他部门员工提供的客人信息都是有价值的。很好的利用客人喜好调查表 将相关的信息输入系统的客史档案中。To anticipate and meet the guest need.预见满足客人需求。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序42PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED B224、Y :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT:Front Desk部门部门 :前厅部前厅部JOB TITLE:Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 16号码 号码 :TASK :Handling In-House amenity(page 1 of 2)工作职工作职责 责 :处理客人欢迎品处理客人欢迎品EQUIPMENT REQUIRED :Opera Wor225、kstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Analyze the arrival report and guest amenity summary report generated by Opera.分析由Opera打印出来的抵达报告和客人欢迎品报告。Check guest history(remarks in guest profile)for any special needs.检查客人历史(客人个人资料备注栏)，以查是否有特殊需要。Report issue报表分发Go through e226、ach reservation and highlight the special requests or amenities.通览每一个预定，在特殊要求处做出突出标记。View the remarks in the guest profile to look for any special needs or requests during the guests previous stay.查看客人的个人资料，查找在客人以前居住期间是否有特殊的需要或要求。First issue:To complete blocking early arrival and VIP rooms,the ameni227、ties report should be passed to room service before 09:30第一次分发报表，在每天09：30之前将所有的早到客人和贵宾的房间安排好后。Second issue:To complete blocking most of arrival rooms,the amenities report should be issued to room service before 12:00.第二次分发报表，在每天12：00前，将大部分抵达的客人房间安排好后。To ensure that all requests are attended to and t228、hat nothing is missed.确保所有的要求都被得到注意，并无一遗漏。To provide efficient service for the guest as well as to ensure that mistakes are not repeated.为客人提供高效率的服务，并确保不重复出错。To ensure consistency in our service and all amenities are sent promptly.To show guest we take note of his preference.To give room service eno229、ugh time to prepare and deliver the amenities.保证我们服务的持续性和确保所有的欢迎品及时送达。使客人感受到我们关注他们的喜好给送餐部足够的时间准备和递送欢迎品。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序43Raise the amenities requisition form for same day booking.填好当天预定的欢迎品申请表。For the same day booking,fill in the details such as name,day of arrival,ex230、pected time of arrival,requests,room number which has been blocked.Pass this report to room serviceComplete details are important as it will help the respective department to prepare for the special request.详细填写各项是很重要的，因为这将有助于各个部门为客人的特殊要求做准备。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批231、准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT:Front Desk部门部门 ：前厅部：前厅部JOB TITLE:Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 16号码 号码 :TASK :Handling In-House amenity(page 2of 2)工作职工作职责 责 :处理客人欢迎品处理客人欢迎品EQUIPMENT REQUIRED:Opera Workstation所需设备 所需设232、备 :工作台工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的To meet guest any additional requirement.满足客人的其他需求。Ensure that the requested amenities have been placed in the room prior to guest arrival.确保各项要求的欢迎品在客人到达之前送到房间。对于当天的预定，将详细的内容，例如：客人姓名，抵达日期，预计抵达时间，要求，预留的房号等。将报告交给送餐部。Confirm with concerned departm233、ent regarding some special set up amenity.与其他相关部门确认客人的其他需求得到满足。Telephone the respective departments to ensure that the item requested have been sent to the room.与各个部门通电话以确保所要求的各项均送到房间内。For VIP guest,GRO must go to the respective room and physically check to ensure that the requested amenities have b234、eenTo double check again so that nothing is omitted.We will be consistent in our delivery of service.STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序44placed in the room prior to guest arrival.亲自去VIP房间检查，确保在客人到达之前将欢迎品在房间安排好。再次检查以免有所疏漏。对客服务要保持一致。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZH235、OU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 17 号码 号码 :TASK :Handling late check-out requests(1 of 2)工作职工作职责责 :处理延迟退房的要求处理延迟退房的要求EQUIPMENT REQUIRED :Opera Workst236、ation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Receive late check-out request from guest.从客人处收到延迟退房的要求。Ask the guest name and room number，advise guest of usual check-out time.确认客人房号和姓名，告知客人正常退房时间。Check with computer if room is blocked for todays arrival.与计算机核查该房是否为今天抵达的客人预留。If 237、room is not blocked and occupancy is low,grant late check-out until 15:00.(If in doubt,consult supervisor.)如果该房未预留，在出租率不高的情况下，则最迟可推迟退房至15:00.(如有疑惑，咨询主管)Late check-out request till 18:00,explain to guest the half day charge.So guest is aware of the usual check-out time.以便客人知道通常的退房时间。To ensure that ro238、om is available.以确保房间是可用的。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序45如客人要求推迟退房至18:00,向客人解释要收半天的房费。Late check-out after 18:00 will incur a full day charge.推迟退房至18:00以后将按一整天收费。Late check-out request during high ccupancy refert to SM.在出租率高的情况下，推迟退房的要求要向服务经理汇报。PREPARED BY :MICHAEL ZHENG起草人起草人 APP239、ROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 17号码 号码 :TASK :Handling late check-out requests(2 of 2)工作职工作职责责 :处理延迟退房的要求处理延迟退房的要求EQUIPMENT REQU240、IRED :Opear Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Upon confirming late check-out time,update in the Opera system in departure time like 15:01 or 16:31.确定延迟离店时间后，在系统中离店时间处注明15:01或16:31.If late check-out is chargeble,put remarks in instruction field of reservation 241、screen to remind cashier to charge to guest upon check-out charge half day for LCO till 18:00.如果确认收费，在预定屏幕输入备注”收半天房费，延迟退房至18:00。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序46PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIG242、NATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 18号码 号码 :TASK :Handling message 工作职工作职责 责 :处理留言处理留言（1of 2）EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的When guest is in front o243、f you当客人在你面前时。Suggest the voice mail.If guest looks puzzles explain how the voice mail works.建议使用留言机。如果客人看上去不明白，则向客人解释如何使用留言机。If guest refuse to use the voice mail,present a message sheet with a pen to guest to write down himself or would prefer a text message generated by the computer.ConvenientSom244、e guest may not be aware of what a voice mail is and how it works.Be helpful to guest at every time.Respect guest privacy as some messages can be very person方便一些客人可能不知道什么是留言机和怎样使用它。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序47如果客人拒绝使用留言机，与客人核查看他是愿意亲自写留言，还是由员工在系统中直接留言。For voice mail,pick the pho245、ne and call the operator.Inform operator that a guest whould like to leave a voice mail.Hand the handset over to the guest.使用留言机，拿起电话打给接线生，通知接线生有一位客人要用留言机留言，然后将话筒交给客人For text message,check with guest if he prefers to write it himself by hand or would prefer a compute printed message.对于原文留言，与客人核查询问其是246、否愿意自己用手写还是用计算机打印留言。Respect guest privacy as some messages can be very personal.尊重客人的隐私，因为一些留言是很私人的。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Servic247、e Associate职称职称 ：前台职员：前台职员TASK NO :FD 18号码 号码 :TASK :Handling message 工作职工作职责责 :处理留言处理留言（2（2of 2）EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的For written messages,present message form,envelope and a pen,pen pointing towards you to the guest.对于写248、下来的留言，交给客人留言表，信封和一支笔，笔尖指向自己。To provide guest with all materials.提供给客人所有的所需用具。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序48Computer printer message.计算机打印的留言。Message delivery.派送留言。Write the name and room number on the envelope if it is not already written by the guest.如果客人没有填写完整，在信封上写下客人的姓名，房间号码。249、Stamp with date and time.标上日期和时间。Computer printer message:-Listen carefully-Write the message down on a piece of paper-Repeat the details-Create into the computer.计算机打印留言：认真细听；在一张纸上写下留言；重复细节；输入进电脑。Hand over to service centre to print and concierge runner for delivering to the room.交由服务中心打印并由礼宾部派送留言去250、房间。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 19号码号码TASK :Handle guest complaints 处理客人投诉处理客人投诉(page 1 of251、 4)EQUIPMENT REQUIRED:WHAT TO DOHOW TO DOWHYIf there is a problem,we MUST recover,corrective action should be taken IMMEDIATELY,preferably before the guest has a chance ot leave the property.Stop whatever you are doing and face the guest.停下手中的工作马上面对客人Keep an eye contact with guest，separate guest wit252、h other customer.If Taking care of complaints promptly precludes the necessity of guests writing letter s to the hotel and if the problem is resolved quickly,95%of the unhappy customers will return.STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序49问题发生，必须立即处理。及时的采取措施，可避免客人流失PERCEPTION IS REALITY感觉就是253、事实LISTEN to the complaint all the way thoroughly仔细聆听APOLOGIZE道歉the situation is very serious out of control,inform manager on duty immediately for help.保持目光接触，最好将客人安置在独立空间，如果事态无法控制，及时通经理YOU are responsible for customer loyalty,take complaint seriously but NOT personallyDo not interrupt,fully listeni254、ng to the guest.Do not try to interrupt them and refrain from an explanation or pointing out facts.Take note during the complaint.不要打断客人，不要试图解释，耐心听完客人讲述，并作必要记录Listen to Facts倾听事实Listen to Feelings倾听感受“I can understand how frustrating it can be”or“I would feel upset too if it happened to me.”Apology 255、is not admitting the mistake,its showing care and concern.道歉不是盲目承认错误，而是要表示我们对客人的关心和关注If the complaint has factual base,explain and clarify the situation.Avoid making up stories to Cover the situation.不要试图找借口掩盖事实谨慎处理好客人投诉，避免事情恶化。95%的客人会回头。We need to create the positive Perception of we care我们要对客人“关怀备256、至”使客人产生一种无比愉悦的感觉Patience enables us to fine out what the matter really is.耐心能够使我们找到问题的关键所在When a guest is very angry,very upset.We need to calm the customers and ourselvesBe emphthetic 当客人十分生气和失望时，我们需要倾听客人感受，表示理解Patience enables us to fine out what the matter really is.耐心能够使我们找到问题的关键所在Helps to calm 257、the angry guest,show him/her that we are concern with the problem and let him/her know we areon his side帮助客人是他/她平静,表示我们的关心和关注。PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅258、部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 19号码号码TASK :How to handle guest complaints 处理客人投诉处理客人投诉(page 2 of 4)EQUIPMENT REQUIRED:WHAT TO DOHOW TO DOWHYFIX THE PROBLEMAct immediately.It is important that the guest STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序50解决问题a)Sense of Ur259、gency紧迫感b)One-Stop-Shop一步到位c)Gain Cibfudebe abd Trust赢的客人的信心和信任立即采取行动Please wait a minute,I will get back to you immediately请稍候，我马上回来。Let me caome back to you immediately on how we can solve the problem for you我会马上告诉您我们的处理方案。To avoid:-Continue with your own work-Dont act immediately-Slow movement-Im260、patient actually sees you trying to solve their problem.让客人感到你立即采取行动解决问题非常关键Positive perception that we really care使客人感觉到我们真正关心他 When sth is wroing,guest wants it to be fixed immediately当出现问题时客人当然希望能够马上得到解决 PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人POSITION:FOM职位职位：SIGNATURE/DATE签261、字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT:Front Desk部门部门 ：前厅部：前厅部JOB TITLE:Guest Service Associate职称职称 ：前台职员：前台职员TASK NO:FD19号码：号码：TASK:How to handle guest complaints 处理客人投诉处理客人投诉(page 3of 4)EQUIPMENT REQUIRED:STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序51WHAT TO DOHOW TO DOWHYDE262、LIGHTThe Extra Mile让客人愉悦FOLLOW-UP跟 进 Sometimes,the complaint handling can not be done immediately,Document the facts and then give it to the concerned departments for handling.Do the follow up with the department concerned.Get back to the guest.有时不能马上解决投诉，准备相应的材料给相关部门处理，跟进投诉的解决情况，告知客人投诉解决的进程和结果。By u263、sing your good judgment,offer options and choices.Do not promise what you can not do.提供解决问题的方案，不要承诺不可能完成的事情Thank you,Mr.Tan for bringing this problem to our attention and please accept our sincere apologies for all inconvenience caused to you.”If necessary,prepare apologize letter&amenities for the 264、guest for recovery/compensation.感谢客人将问题提出，并对对客人造成的不便表示歉意。如果必要，准备道歉信或送水果等物品表示歉意Nothing cools down an anger or disappointed guest more than an immediate response to a problem.立即行动是使客人平静的最好方法Willing to provide the better service to the guest in the future.表示在今后提供更好的服务 PREPARED BY:MICHAEL ZHENG起草人起草人 AP265、PROVED BY:MR RAY ZHOU批准人批准人POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT:Front Desk部门部门 ：前厅部：前厅部JOB TITLE:Guest Service Associate职称职称 ：前台职员：前台职员STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序52TASK NO:FD 19号码：号码：TASK:How to handle guest complaints 处理客人投诉处266、理客人投诉 (page 4 of 4)EQUIPMENT REQUIRED:WHAT TO DOHOW TO DOWHY9.Make sure the guest is satisfaction.确保客人满意处理结果SM-FO will record the complaint and the corrective action taken.Note:All complaint letters,received by a department,must be forwarded to the General Manaer Office immediately.A reply will be s267、ent within 48 hours of receipt.所有书面投诉应立即转交行政办，48小时内将被回复Contact the guest to see if the problem was satisfactorily solved at the conclusion of the hotel efforts,be sure that the situation ends on a positive note.与客人联系确认客人满意我们的处理结果Record the information in guest history for future stay.输入客史资料A copy wi268、ll be sent ot the GM and Excom on the same day through Service Manager Logbook by Lotus Notes.在交班本上写明投诉经过和处理结果.Satisfied guest will become loyal to the guest.满意的客人会成为我们的常客PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DAT269、E签字签字/日期日期:STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序53DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 20号码 号码 :TASK :Handling of guest compliments工作职工作职责责 :处理客人致意处理客人致意EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW 270、TO DO操作明细操作明细WHY工作目的工作目的Guest approach the Front Desk counter and give the compliments comments.客人表达致意。Thank the guest.感谢客人Offer guest the Guest Comment Form.提供给客人建议卡。Collect the Guest Comment Form收集客人建议卡Stay calm with actively listen.耐心倾听。Accepts the compliments positively,smile.By saying,Thank you271、 very much,Mr./Mrs.XX,we are glad that you enjoyed your stay with us.”接受致意，微笑的说：“谢谢您，XX先生，我很高兴您喜爱与我们共处的时光。“If guest ask the comment form,use both hands to present comment form and offer a pen with pen pointing towards you.如果客人要求建议卡，用双手递给客人，并同时提供给客人一支笔，笔尖指向自己。Introduce the Customer Delight Program to272、 the guest and suggest him to fill in the form.介绍“令客人喜出望外计划“并建议客人填写。Collect the Form and give it to GM.将所有客人建议卡交给总经理。Show our humility.表示我们的谦恭。Let the guest know that you appreciate his comments.让客人了解你很重视和感激他的评论。Important feedback on areas that need improvement,to enhance our service in future.Show 273、our sincerity by enhancing service.客人的重要建议可以反应出哪些地方需要改进，以进一步提高我们的服务。For distributing to the relevant department.以便转交给相应部门。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序54PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE274、/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 21号码 号码 :TASK :Handling wake-up calls requests工作职工作职责 责 :处理叫醒电话的要求处理叫醒电话的要求(1 of 2)EQUIPMENT REQUIRED :Opear Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Verif275、y both room number and guest name.证实房间号码和客人姓名。Write down details写下细节Restate details重述细节。Record记录。Always check one information against the other information.e.g.If guest calls you and asks for a wake-up call for room number 804.Check with the computer by keying in the room number and verify guest nam276、e.根据一个信息核查另一个信息例如，如果客人打电话给你并要求为804房间提供叫醒电话服务，输入房间号码与电脑核查并证实客人姓名。Take a piece of paper and write down the exact details.e.g.date,time,room no.guest name.拿一张纸记下确切的细节，例如，日期，时间。Reconfirm with guest both time and date.By saying:“Mr.XX,you would like to have your wake-up call tomorrow at 06:30AM,is that r277、ight?”与客人再次确认时间和日期，”Write down all details in the morning call record form with the following information below:Date;guest name;room no.wake-up time;staff signature.将所有细节记录在叫醒记录本上，诸如以下细节：记录日期，姓名，房号，时间并签字To ensure that the right guest receives the wake-up call.以确保正确的客人接到叫醒电话。During busy periods,relyi278、ng completely on memory may not be feasible.在繁忙阶段，完全依靠记忆是不可行的。To check if all facts are right.以核查是否所有的信息都是正确的。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序55PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :Mr.MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字279、/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 21号码 号码 :TASK :Handling wake-up calls requests工作职工作职责 责 :处理叫醒电话的要求处理叫醒电话的要求(2 of 2)EQUIPMENT REQUIRED :Opear Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Verification核实280、。To call operator.给接线生打电话Send the copy of morning call form to operator.将一份叫早记录表的复印件给总机。File morning call form.叫早记录表归档。Inform operator wake-up call request and time.通知总机具体内容Call operator immediately and inform operator the details clearly.立即给接线生打电话，清楚地通知接线生详细内容。Ask operator to repeat the details.让接线281、生重复细节Thank the operator and inquire name of the operator and make record感谢接线生，询问接线生姓名并记录。Night shift front desk staff makes one copy of morning call form and ask concierge staff to send to operator.夜班前台员工将一份叫早记录表的复印件在夜审之前由礼宾部员工交给给总机，再次核查Front desk and operator night shift file the morning call form.282、The morning call form kept by Front Desk should have the signature of operator staff who received the form.前台和总机员工将叫早记录表归Delaying to call operator might lead to forgetting the task.延迟给接线生打电话可能会导致忘记任务。To ensure that operator has heard you correctly.以确保接线生从你处听到的内容正确。A sense of responsibility.一种责任感。In 283、case there is misunderstanding through phone.以防通过电话表达不清，产生误解。In order to check in the future.备以后查询。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序56档。前台存档的叫早记录表必须有接收的总机员工的签名。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNAT284、URE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 22号码 号码 :TASK :Key Authorization工作职工作职责 责 :钥匙的授权钥匙的授权(1 of 4)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的In house guest leave key285、 to visitorCheck guest s name and room number住店客人留钥匙给来访者，确认客人姓名和房号。Fill in the key authorization form填写钥匙授权书。If in house guest approaches the guest service counter to claim key authorization service,politely inquire guests name and room number and double check in the computer.Raise the key authoriza286、tion form.住店客人留钥匙给来访者，在系统中确认客人姓名和房号。并要求填写钥匙授权书。The key authorization form is following SLIM standard.Note:If guest called from the floor,request room key to open the door.GSA should confirm guest identity either by asking passport or ID card or confirm guest date of birth.If the guest is long stay,e287、very time walk in and out,do not ask the guest to sign the form,make extra key and immediately open the door.Politely ask the guest to sign the form.Check the signature is the same with registration card,then open door for the guest.Note:If you know the guest,you should not stick on guest signature,288、immediately open the Ensure the guest is a hotel guest and room number is correct.确保客人是住店客人。Customer security,SLIM standard.为了保障客人安全。Recognition program and flexible service.认知和灵活的服务。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序57door for guest.如果客人在楼层要求要钥匙，通过看证件确认客人身份或确认生日。如果是常住客人，先替客人打开门，再要求客人签289、字以核对身份。如果你认识客人，不要坚持客人签字确认，马上给客人重新做钥匙。PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 22号码 号码 :TASK :Key Authori290、zation工作职工作职责责 :钥匙的授权钥匙的授权(2 of 4)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Explain the declaration to guest.解释条款Invite guest signature客人签字Leave a location方位确认Use closed palm to point out the declaration clause on the authorization form to t291、he in house guest and politely explain to the guest that Hotel will not be responsible for any losses and damage caused by key authorization.By saying:Mr.XX,we will careful check your friends ID,to ensure we pass the key to the right person.”解释钥匙授权书条款给客人，并声明酒店将不承担由钥匙授权带来的损失。After confirm guest fully292、 understanding the form,invite guest sign for authorization.客人在钥匙授权书上签字。Leave a location for the in house guest if guest will.如果住店客人同意，留下客人方Clarify the responsibility.Care about hotels benefit in order to avoid future unnecessary benefit.澄清责任，避免纠纷。Get guest written approval.得到客人书面同意。For key receiver293、s further contact.Anticipate guests request.为取钥匙人联络方便/STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序58Keep key authorization form保存钥匙授权书Issue the room key发放钥匙位。Keep the key authorization form at information rack or designated place.将钥匙授权书放在指定位置When the designated key receiver approaches the guest 294、service counter,check key receivers ID card or passport and copy ID card attach with authorization form.当指定人取钥匙时，检查证件并复印附在钥匙授权书后。Easy for checking.Ensure the key will be given to the right designated person,care about both in house guests security and hotel security.安全考虑。PREPARED BY:MICHAEL ZHENG起草人295、起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 22号码 号码 :TASK :Key Authorization工作职工作职责 责 :钥匙的授权钥匙的授权(3 of 4)EQUIPMENT REQUIRED :Opera Work296、station所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的File key authorization form归档Guest request room key客人要求房间钥匙Politely invited the key receiver to sign on the key authorization form By saying:“Mr.Xx,could you sign it on the form,please?”要求取钥匙人在授权书上签字。GSA who issues the room key s297、igns on the key authorization form.File key authorization form by date.发放钥匙员工在授权书上签字并根据日期归档。If guest claim for room key at front desk,politely request guest to show passport or ID card or confirm guest date of birth.For future tracing备查。Verify guest identify.确认身份。Respect the guest.STANDARD OPERATION298、 PROCEDURE青和锦江标准工作程序青和锦江标准工作程序59Check computer核查电脑 By saying:“Only for security reason could I have your passort or ID card?”If possible,ask guest signature to compare the signature with registration card,if it is correct,then issue the key.If you know the guest,do not ask for signature.客人在前台要求钥匙，查看299、证件或询问生日确认身份。如可以，要求客人签字用以和登记卡核对。Upon receiving guest ID card,passport,verity guest name in computer and room number.根据证件核查电脑是否一致。尊重客人。Ensure right room key is given to right guest.确保发放给正确的客人。PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITIO300、N:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 22号码 号码 :TASK :Key Authorization工作职工作职责 责 :钥匙的授权钥匙的授权(4 of 4)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的a.If gue301、st was registered the corresponding room如果客人为正确的登记人b.If guest is not registered the corresponding room.如果客人不是正确登记人Given out room key,after confirm that guest is registered at the room by above method,politely give out room keys and thank for guest waiting by saying:“Mr.XX,here is your room key,thank302、 you for your waiting.”确认身份后，发放钥匙。1.Use the guest name to check in computer to see guest if guest remember a wrong number,if find the right room number Express our sincerely and courtesy service.表达我们真诚礼貌的服务。Try our best to do more for guest.尽力多为客人着想STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序60a303、nd by checking the right signature with the registration card.Give out guest correct room number.通过系统核查是否客人记错房号，通过姓名检查正确房号，确认身份后，发放钥匙。2.If guest name is not in computer,politely inform guest that room key can not be given by saying:“I m sorry,Mr.XX,the name registered in computer is not same as your304、s.I have difficulty to issue key to you.”客人姓名无法在系统中找到，礼貌的告知客人钥匙无法发放Care on in house guest security and safety.保证客人的安全。PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB305、 TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 23号码 号码 :TASK :Lost and Found procedure工作职工作职责责 :失物招领程序失物招领程序(1 of 3)EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Guest requires on lost items.客人查询有关丢失物品Record down lost item details.记录细306、节。Have eye contact with guest.与客人进行目光接触。Listen carefully and note down details.认真听并记下细节。a.From in-house guest.-Room number-When did the guest lost it-Location of itemBeing more careful is a way to show our sincerity to the guest.认真仔细是我们对客人表示真诚的一种方式。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序61C307、heck Lost&Found.查询失物。Handling items if found.如果失物找到的处理程序。-Description of the item住店客人：房号；丢失的时间；物品的位置；物品的描述。b.Check-out guest.-When did the guest c/o-Room number-Location of the item-Description of the item-Guest address,contact number已离店客人：退房的时间；房号；丢失的时间；物品的位置；物品的描述。客人地址和联络电话等。Call housekeeping chec308、k the items,valuable item check with SM.致电客房部查询失物,贵重物品查询服务经理。a.For in-house guest.住店客人：-Check with the description given by guest before giving the item to the guest in order to confirm the item belongs to the right guest.-Fill up the L&F logbook to get guest signature and copy ID card.PREPARED BY :309、MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 23号码 号码 :TASK :Lost and Found procedure工作职工作职责责 :失物招领程序失物招领程序(2 of 3)EQUIP310、MENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的与客人再次确认失物的详细描述，确保物归原主；请客人在失物招领单上签字并复印客人身份证。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序62b.For outside guest.-If guest will come back to get item personally,take down the case,item description and gue311、st information in logbook.And inform guest service center.已结帐客人：如果客人亲自回来取失物，在前台的交班本上记录下此事件，物品的描述，客人的信息。并通知客房部和服务中心。-If guest will ask the third party to take,tell guest own written authorization letter is needed which should include:*Guest name/ID or passport No.*Person who is authorized name/ID or 312、passport No.*Guest authorization statement*Guest signatureThe guest should fax the authorization form to the hotel and the third party need claim the Lost&Found item with ID card.如果客人让其他人代领，应要求客人亲自写一份授权书，内容包括：客人姓名；证件号码；被授权人的姓名和证件号码；授权细节声明，客人签名。授权传真提前发至酒店；被授权人应带身份证前往领取失物。PREPARED BY :MICHAEL ZHENG起草人313、起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 23号码 号码 :TASK :Lost and Found procedure工作职工作职责 责 :失物招领程序失物招领程序(3 of 3)EQUIPMENT REQUIRED :314、Opear Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的-If guest would like to ask us to STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序63Not found items失物未找到。Register in the record.登记备案。mail the item to him/her,confirm with guest that the valuable itme,e.g.cash,credit car315、d,jewelry can be mailed in case losing on the way.the mail fee should be charged to guest.Kindly ask guest fax us,indicate he/she will like to take the charges of mail fee,briefly write the lost item and mail address for our future filing.-Fill up the L&F logbook 如果要求酒店将物品寄回,首先告知客人贵重物品不可邮寄，以防在途中丢失。邮316、寄费应由客人承担。要求客人发授权邮寄传真给酒店，简单说明对失物的描述，邮寄地址，承担邮费，签名等。填写失物招领单。Apologize to the guest and refer to SM-DM to follow up by saying:Sorry,Mr./Mrs.XX,we can not find the item,we will report to SM-DM to follow up and call you back.Thank you for calling.”向客人道歉并向客人说明，“我们会将此事汇报给值班经理继续跟进此事，一旦找到失物，会立即与您联系。“Take donw317、 guest details:e.g.name,address,telephone No.记录客人详细的资料：姓名，地址，电话。Raise Lost&Found form and fill all details.填写一份详细的失物招领表。Being more consider of the guest feelings of lost items.体会客人丢失物品的感受。In case L&F item found afterwards.以备稍后失物被找到。PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY ZHOU批准人批准人 POSI318、TION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE:Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 24号码 号码 :TASK :Loss of safety deposit box keySTANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序64工作职工作职责责 :保险箱钥匙丢失的处理（保险箱钥匙丢失的处理（1 o319、f 2）EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Confirm with guest if really loss the key.与客人确认是否丢失保险箱钥匙Reconfirm all information before drilling the box.再次确认所有信息。Notify Service Manager报告服务经理。Drill and open box.钻开并打开保险箱。Double check with guest320、 whether he has really lost his safe deposit key.By saying:“Mr.XX,would you like to check your belongings again before we drill open he box as there will be a compensation charge of RMB800.00.”再次与客人确认是否丢失保险箱钥匙，如果钻开保险箱将收取赔偿费人民币八佰元。Double check guest signature to ensure he/she is the correct owner of 321、the SDB during the stated period.确认客人签字是否与记录相同，保证我们打开正确的保险箱。Inform SM of the key loss and obtain his/her instruction to drill open box.通知服务经理来安排钻开保险箱事宜。Call duty engineer and duty security to drill the lock of the safe deposit box in the presence of the guest and SM.在值班工程师，保安主任，服务经理和客人同时在场的情况下钻开保险箱。322、Guest may sometimes misplace the key.客人也许会忘记放钥匙的地方。Ensure correct box is drilled.确认打开正确的保险箱。To ensure guest witness the process.确认客人可以看到全过程。PREPARED BY:MICHAEL ZHENG起草人起草人 APPROVED BY:MR RAY ZHOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:STANDARD OPERATION 323、PROCEDURE青和锦江标准工作程序青和锦江标准工作程序65DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 24号码 号码 :TASK :Loss of safety deposit box key工作职工作职责 责 :保险箱钥匙丢失的处理（2 of 2）保险箱钥匙丢失的处理（2 of 2）EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO D324、O操作明细操作明细WHY工作目的工作目的Raise miscellaneous charge voucher.给出收费单。New safe deposit box install安装新的保险箱Hand box to guest and ask guest to double check his belongings.Issue a new box if necessary and update record accordingly.将保险箱交给客人，并让客人确认其物品。重新开启另一保险箱给客人并更新纪录。Raise miscellaneous charge voucher and reques325、t guests signature.Post the charge accordingly.让客人在帐单上签字。将费用输入电脑。Finance department should be informed above case,new replacement safe deposit box will be installed by Finance department。通知财务部以上事件，新的保险箱将由财务部决定安装。To avoid dispute/claims afterwards.避免事后疑问的争执。Guest to acknowledge charges.让客人知道具体收费。For 326、other in-house guest use in the future.为了方便其他住店客人使用。PREPARED BY:MICHAEL ZHENGAPPROVED BY:MR RAY ZHOUSTANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序66起草人起草人 批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Servi327、ce Associate职称职称 ：前台职员：前台职员TASK NO :FD 25号码 号码 :TASK :Maintaining Communication Log Book工作职工作职责 责 :使用交班本使用交班本EQUIPMENT REQUIRED :Opera Workstation所需设备 所需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Reading communication阅读交班本。Follow up跟进Standard location标准位置。Acknowledgment承认。To read commu328、nication logbook first thing when you come on duty.上班后第一件事，阅读交班本。Write down things at GSA note that are needed to be done,e.g.to keep eye on foreign currency case or to follow up with a guest complaint case.使所有需要跟进的事宜都落实，例如：注意外汇兑换或客人投诉等。Agree to place the communication logbook at a designated locati329、on.统一将交班本放在指定位置。After reading the communication logbook,initial at the bottom.阅读完交班本后，在下端签名。After completing a follow up,indicate that it has been done.By writing the work done.在完成跟进后，注明已完成，写下所做的工作。Be aware of some important information or ease which need following up.Ensure consistent service.获知重要信330、息既需要跟进的事宜。So that action can be taken.以便采取行动。Convenient and easier access.方便使用。Good communication will provide excellent service at first time,every time.好的沟通是提供良好服务的关键。Keep communication.使其他人被告知。STANDARD OPERATION PROCEDURE青和锦江标准工作程序青和锦江标准工作程序67PREPARED BY :MICHAEL ZHENG起草人起草人 APPROVED BY :MR RAY Z331、HOU批准人批准人 POSITION:FOM职位职位：SIGNATURE/DATE签字签字/日期日期:POSITON:GM职位职位SIGNATURE/DATE签字签字/日期日期:DEPARTMENT :Front Desk部门部门 ：前厅部：前厅部JOB TITLE :Guest Service Associate职称职称 ：前台职员：前台职员TASK NO :FD 26号码 号码 :TASK :Preparation for guest arrivals 工作职工作职责责 :为客人到达做准备为客人到达做准备EQUIPMENT REQUIRED :Opera Workstation所需设备 所332、需设备 ：工作台：工作台WHAT TO DO工作程序工作程序HOW TO DO操作明细操作明细WHY工作目的工作目的Print arrival reports and registration card打印报表和登记卡Prepare welcome folders准备欢迎卡。Prepare key准备钥匙Attach message with registration card.将给客人的留言或传真附在登记卡后。Place the welcome folder and R/C放置Print the next day arrival report and registration card be333、fore night audit.夜审前，将次日的预抵报表和来宾登记卡打印出来。Print guest name,arrival date,departure date,room rate and etc on the welcome folder clearly and neatly.Ensure that all inserts are in order.将所有相关信息干净而整齐的打印在欢迎卡上。确保欢迎卡内的插页整齐有序。Make the key for VIP,insert to the welcome folder.为VIP提前准备好钥匙。Only those messages need to show guest upon check,otherwise,put into the guest room.只有在入住时需给客人的物品才可附在登记卡后。Place the R/C an