目 录

CATALOGUE

第一章 前厅部组织结构图

第二章 前厅部岗位职责

ORGANIZATION CHART ·························································· 1

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

F.O 管理实务

3.1.5 首席礼宾司 Chief Concierge ································· 30

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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

F.O 管理实务

3.2.24 VIP 信息更改 VIP information Change ··························· 68

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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

3.3.1 3.3.2 3.3.3 3.3.4 3.3.5 3.3.6 3.3.7 3.3.8

第四节 3.4.1 3.4.2 3.4.3 3.4.4 3.4.5 3.4.6 3.4.7 3.4.8 3.4.9 第五节 3.5.1 3.5.2 3.5.3 3.5.4 3.5.5 3.5.6 Assistant Manager Standard Operation Procedure ······················· 74-84

贵宾入住 VIP Check-in ·········································· 74 接待重要团队宾客 VIP Group Check-in ·································· 77 展房/介绍酒店 Show Rooms/Hotel Tours ··························· 78 处理宾客投诉 Complain Handling ·································· 79 处理宾客遗留物品 Handling Guest’s Properties Left Behind ·········· 80 处理宾客房门锁失灵 Room lock Out Of Order Handling ············ 81 突发事件的处理步骤 Urgent/Accident Handling ··························· 82 处理宾客拒付电话费 Handling the Refusal to Payment for Telephone · 84

礼宾部程序与标准

Concierge Standard Operation Procedure ································ 85-102

迎宾员 Door Man Standard Operation ······················ 85 行李员 Bell Man Standard Operation ······················· 88 处理宾客邮件、信件 Guest’s Postal Items、Letters Handling ··········· 95 处理宾客物品转交 Guest’s Articles Transfer ····························· 96 一、二楼公共区域寻人服务Public Area Paging Service ······················ 97 客人行李寄存服务 Guest’s Luggage Store Service ······················ 98 提供出租车服务 Car Rental Service ···································· 99 委托代办服务 Concierge Service ··································· 100 资料收集及整理 Data Collect and Arrange ·························· 101 总机程序与标准

Operation Standard Operation Procedure ······························· 103-110

接转内外线电话 Phone Call Connecting and Exchanging ········· 103 处理直拨长途电话 Long Distance Call Service ························ 104 前厅部总机免打扰服务 Do Not Disturb Call Service ···················· 105 叫醒服务 Wake-up Service ································· 106 电话咨询服务 Telephone Information Service ················ 107 电话寻人服务 Paging Service by Telephone ··················· 108

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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

F.O 管理实务

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

前厅部组织结构图

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