目录
CATALOGUE
第一章前厅部组织结构图
ORGANIZATION CHART (1)
第二章前厅部岗位职责
POSITION RESPONSIBILITIES OF F.O DEPARTMENT ············· 2-23
2.1 前厅部经理F.O Manager (2)
2.2 前厅部秘书F.O Secretary (3)
2.3 大堂副理Assistant Manager (4)
2.4 前台接待经理Reception Manager (6)
2.5 前台接待员Receptionist (7)
2.6 预订员Reservation Clerk (9)
2.7 总机督导Operator Captain (11)
2.8 总机话务员Operator (12)
2.9 首席礼宾司Chief Concierge (13)
2.10 迎宾员Door man (14)
2.11 行李员Bell man (16)
2.12 商务中心督导 B.C Captain (17)
2.13 商务中心文员 B.C Clerk (18)
2.14 商场经理Gift Shop Manager (20)
2.15 商场员工Seller (21)
2.16 医务室医生Infirmary Doctor (22)
第三章前厅部各岗位操作程序
F.O DEPARTMENT STANDARD OPERATION PROCEDURE
第一节前厅部各岗位每日工作内容
F.O Department Check List ··················································24-39
3.1.1 前厅部经理F.O Manager Check List (24)
3.1.2 大堂副理Assistant Manager (25)
3.1.3 前台接待经理Reception Manager (27)
3.1.4 总机/商务中心督导Operator/B/C Captain (29)
3.1.5 首席礼宾司Chief Concierge (30)
3.1.6 预定员Preservationist (31)
3.1.7 前台接待Receptionist (32)
3.1.8 礼宾员Concierge (35)
3.1.9 商场员工Seller (36)
3.1.10 总机话务员Operator (37)
3.1.11 商务中心文员B/C Clerk (39)
第二节前台程序与标准
F.O Standard Operation Procedure ·········································40-73
3.2.1 受理电话预订Room Reservation by Calling (40)
3.2.2 传真、信函订房Room Reservation by Fax、Letter (41)
3.2.3 来店预订操作Room Reservation on the Spot (42)
3.2.4 变更预订的处理Booking Amendment (43)
3.2.5 散客入住程序FIT Check-in (44)
3.2.6 散客离店程序FIT Check-out (46)
3.2.7 残疾人接待程序Handicapped Check-in (48)
3.2.8 团队入住Group Check-in (49)
3.2.9 团队离店Group Check-out (50)
3.2.10 长住客人接待服务Long-staying Guests Service (51)
3.2.11 更换长住客人房卡Long-staying Guests Room-key Change (52)
3.2.12 宾客推迟离店Delay Check-out (53)
3.2.13 处理双锁门，开双锁门Room Double Lock (54)
3.2.14 贵重物品寄存Handing Safe Deposit Changing (55)
3.2.15 调换房间/调整价格Room/Rate Changing (56)
3.2.16 处理折扣Handle the Rebate Changes (58)
3.2.17 房间异常报告处理Room Discrepancy Report (59)
3.2.18 行政楼层客人接待Executive Floor Guest Arrival (61)
3.2.19 行政楼层客人离店Executive Floor Guest Departure (62)
3.2.20 客房没有准备好Room not Ready on Arrival (63)
3.2.21 处理宾客留言Message handling (64)
3.2.22 查询客人房号Room Number Inquire (65)
3.2.23 总台物品转送Guest’s Articles Send/Transfer (66)
3.2.24 VIP 信息更改VIP information Change (68)
3.2.25 办理房间房租变更手续Room Charge Changing (69)
3.2.26 房间分配Room Allotment (70)
3.2.27 房间钥匙管理Room-key Management (72)
3.2.28 建立客史档案Set up Guest’s History (73)
第三节大堂副理程序与标准
Assistant Manager Standard Operation Procedure .......................74-84 3.3.1 贵宾入住VIP Check-in (74)
3.3.2 接待重要团队宾客VIP Group Check-in (77)
3.3.3 展房/介绍酒店Show Rooms/Hotel Tours (78)
3.3.4 处理宾客投诉Complain Handling (79)
3.3.5 处理宾客遗留物品Handling Guest’s Properties Left Behind (80)
3.3.6 处理宾客房门锁失灵Room lock Out Of Order Handling (81)
3.3.7 突发事件的处理步骤Urgent/Accident Handling (82)
3.3.8 处理宾客拒付电话费Handling the Refusal to Payment for Telephone ·84
第四节礼宾部程序与标准
Concierge Standard Operation Procedure ................................ 85-102 3.4.1 迎宾员Door Man Standard Operation . (85)
3.4.2 行李员Bell Man Standard Operation (88)
3.4.3 处理宾客邮件、信件Guest’s Postal Items、Letters Handling (95)
3.4.4 处理宾客物品转交Guest’s Articles Transfer (96)
3.4.5 一、二楼公共区域寻人服务Public Area Paging Service (97)
3.4.6 客人行李寄存服务Guest’s Luggage Store Ser vice (98)
3.4.7 提供出租车服务Car Rental Service (99)
3.4.8 委托代办服务Concierge Service (100)
3.4.9 资料收集及整理Data Collect and Arrange (101)
第五节总机程序与标准
Operation Standard Operation Procedure ...............................103-110 3.5.1 接转内外线电话Phone Call Connecting and Exchanging (103)
3.5.2 处理直拨长途电话Long Distance Call Service (104)
3.5.3 前厅部总机免打扰服务Do Not Disturb Call Service (105)
3.5.4 叫醒服务Wake-up Service (106)
3.5.5 电话咨询服务Telephone Information Service (107)
3.5.6 电话寻人服务Paging Service by Telephone (108)
3.5.7 发布天气报告Weather Forecast Service (109)
3.5.8 话务台维护与保养Maintenance of A.B.E Equipment (110)
第六节商务中心程序与标准
Business Center Standard Operation Procedure ························ 111-120
3.6.1 接收传真Fax Receiving (111)
3.6.2 接收客人委托向外发出传真Fax Sending (112)
3.6.3 提供打字服务Taping Service (114)
3.6.4 复印服务Copying Service (115)
3.6.5 代办快件Mail Express Service (116)
3.6.6 提供翻译服务Translation Service (117)
3.6.7 提供文件装订服务Binding Service (118)
3.6.8 提供电话服务Public Telephone Service (119)
3.6.9 商务中心设备维护及保养Maintenance of B\C Equipment (120)
第七节商场程序与标准
Gift Shop Standard Operation Procedure ································121-124
3.7.1 零售商品进货制度Stock with Goods (121)
3.7.2 商场换货服务How to Handling Guest Changing Goods (122)
3.7.3 售后服务After Sale Service (123)
第四章前厅部各项管理制度
F.O DEPARTMENT MANAGEMENT SYSTEM ······················125-147
4.1 前厅部行为规范The F.O Dept Staff Behavior Standard (125)
4.2 前厅部各岗位规章制度The F.O Dept Regulation System (129)
4.3 总台考核条例Evaluation Rules of Front Desk (133)
4.4 礼宾部考核条例Evaluation Rules of Concierge (136)
4.5 商场考核条例Evaluation Rules of Gift Shop (139)
4.6 商务中心考核条例Evaluation Rules of Business Center (144)
4.7 总机考核条例Evaluation Rules of Operator (146)
第五章前厅部各部门运转表格
F.O DEPARTMENT OPERATE FORM ··································148-185