五星级酒店前台标准操作程序(整套)

五星级酒店主要环节工作流程xx工作流程为了规范公司管理，打造标准化服务流程，提高消费者满度，将公司的主要业务流程汇总，方便员工学习。

第一节总经办业务流程第一条、受理投诉的程序1）公司设立“投诉中心”受理客人和团队成员的投诉。

以上“投诉电话”应醒目地设立于《服务指南》、《宾客意见书》、《质量承诺书》等处以及客人方便使用的位置。

同时在投诉电话旁设置“欢迎使用”和“感谢客人的指导”的敬语。

2）接听客人投诉电话的接听人，必须保证在任何时候任何情况下应具备：耐心、诚恳，站在客人一边的良好心态，切忌反驳，怀疑以及不耐烦等语气。

接听人有责任根据投诉内容在第一时间内通知当事的责任部门有效期在专用本上作好记录，同进对此次投诉负责进行跟踪。

3）责任部门接到投诉电话转来的投诉内容时，应予以高度重视，必须坚持在第一时间内处理。

由部门负责人，至少由主管经理负责处理，实行“投诉负责制”。

责任部门须在1小时内对投诉情况进行核实，如特殊情况最多不超过2小时。

4）根据投诉内容的情节轻重缓急，投诉电话的接听人和当事责任部门判断后选择是否向总经理直接报告，再由总经理根据事态发展指挥相关部门跟进，同时决定是否向董事会报告。

责任部门在受理住店客人的投诉时，应及时按规定，将致歉果篮或点心篮或鲜花附上致歉卡或总经理致歉信，由所在部门负责人或分部主管经理亲自送到客房。

其中，致歉卡或总经理致歉信须根据情节和事态严重性分别选择。

若投诉的客人已离店或者是非住店客人时，责任部门在了解投诉内容后应尽快拟写致歉信，总经理审阅后邮寄，一般情况下应在二日内完成；在无确切地址的情况下，应积极设法利用其他途径寻找投诉者，如电话、邮件等方式，保证对每一位投诉者都要有一个答复。

实在无法找到投诉者，也应将本次投诉作为“预备答复”的未了安全处理，一俟今后找到投诉者或下次再来酒店消费时，马上给予补救性的答复。

5）处理投诉的中心要求是：快速解决问题，将投诉在第一时间内予以圆满化解，重新再赢得客人的满意。

总台接待员岗位工作流程及标准1、工作概述1.1为客人提供高水准服务，保证接待工作顺利进行。

2.工作内容与职责2.1熟知酒店的政策与程序。

2.2熟知酒店之各项设施与服务项目。

2.3熟知酒店客房之数量、价格，类型及房间状态与布置状况。

2.4对光临前台所有的客人应立即做出反应：微笑、目光接触，问候。

2.5熟练掌握前台接待的工作程序，为客人提供高标准及满意的服务。

2.6迅速、有效地接受房间预订，并按预订单上的栏目获取相关资料，并适时为客人推销酒店最有利润的产品。

2.7确保VIP客人、会员及有特殊要求的客人房间提前在电脑中预留，并按客人的喜好分配房间。

2.8了解当日房间状态和住房情况。

2.9及时阅读交接记录本，并确保信息及时得到传递。

2.10保持与同事、其它部门的良好合作关系。

2.11严格遵守酒店之安全条例，按程序制做客房钥匙。

2.12准确无误地准备好所要求打印的各类报表，并发至有关部门。

2.13迅速准确地办理散客、团队的入住手续。

2.14熟知酒店有关信贷政策。

2.15与客房部联系，及时核对房间状态，以确保房态的准确性。

2.16熟知酒店VIP客人的房号，随时提供个性化服务。

2.17保持工作区域整洁与秩序。

2.18阅读并填写交接班日志，认真完成交接班工作。

2.19夜班人员进行夜审工作。

2.20接受客人问讯，为客人提供准确的信息，帮助客人处理特殊需求。

2.21按照酒店、部门标准随时保持个人仪表、举止的职业化。

2.22熟知酒店电脑管理系统相关工作程序。

2.23完全知晓并遵守酒店《员工手册》上的有关条例与政策。

2.24参加所规定的所有酒店与部门的培训课程。

2.25完成上级下达的工作任务与指令。

五星酒店前台接待中英文标准操作流程SOPSTANDARD OPERATION PROCEDURES标准工作程序RECEPTIONIST前台接待FRONT DESKSTANDARD OPERATION PROCEDURE Task No DescriptionFD01 Awaiting room handling 等候房间 FD02 Billing instruction handling 账目说明 FD03 Blocking rooms for arrivals 房间预留 FD04 Bucket check 检查登记卡FD05 Cash deposit collection 收取现金押金Check-in with TA voucher 持旅行社入住卷入住FD06程序FD07 Extension stay 处理延住 FD08 Flight reconfirmation 重复确认机票FD09 Generating report 总报告FD10 Greeting and welcoming guests 问候并欢迎客人 FD11 Group check in 团队登记 FD12 Guest location客人方位FD13 Handling confidential 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处理客人查询并介绍店内设施 facilitiesFD16 Handling in-house amenities 处理客人欢迎品 FD17 Handling late check-out request 处理延迟退房的要求FD18 Handling message 处理留言FD19 Handling of complaints 处理投诉FD20 Handling of guest compliments 处理客人致意FD21 Handling wake-up calls requests 处理叫醒电话的要求FD22 Key authorization 钥匙的授权FD23 Lost Found procedure 失物招领程序Loss of safe deposit box key 保险箱的钥匙丢FD24失的处理FD25 Maintaining Communication Log Book 使用交班本FD26 Preparation for guest arrivals 为客人到达做好准备FD27 Printing arrival reports and registration cards打印来客报告和登记卡FD28 Registering a walk-in guest 散客登记FD29 Registering guest with confirmed reservation 为确定的预订房间的客人登记FD30 Room change procedure 调房程序FD31 Safety deposit box 保险箱服务FD32 Taking reservation 办理预定FD33 Travel agency voucher 旅行社入住卷DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 01号码 TASK Awaiting room handling工作职责等候房间 1 of 2 EQUIPMENT REQUIRED OperaWorkstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Register for the guest为客人登记Search for vacant 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 room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 forrushing 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 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 guestCourtesy compensation for guest waiting Let guest feel our humility 让客人感受到我们真诚的服务PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOUPOSITION FOM 批准人职位 SIGNATUREDATEPOSITION FOM 签字日期职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 01 号码 TASK Awaiting room handling工作职责等候房间 2 of 2 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY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 booklet to the guest personally By saying MrMrs XX I am sorry to have kept you waiting Now the room is ready the room number is XX Thank you for your understandingApologize for the waiting and introduce the GSA-Concierge to escort the guest to the roomCheck in the room in the system immediately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PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 02 号码 TASK Billing instruction handling 工作职责账目说明 1 of 3 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY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 Both guests are indifferent 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 AB 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 which 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Tick on the registration card under Bill instruction YES Note the guest hisher signature is approved to pay guest B s bill Help the guest A to fill up the following items at the back of the registrationGuest A tick on YES under bill authorizationGuest B s name and room numberPayment instruction帮助客人填全付款说明书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 appliedCare about hotel benefit应用押金收取的政策保障酒店利益Always do more for the guest为客人多做PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 02号码 TASK Billing instruction handling账目说明 2 of 3 EQUIPMENT REQUIRED Opera 工作职责Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Collect deposit收取现金押金Take the imprint credit card刷卡付押金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 BPolitely invited guest A to sign payment authorization form on theGuest 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Non-registered guest A pays for in-house guest B by credit cardTake the imprint of Guest A s credit card with one blank credit card voucherPolitely invite guest A to sign on the credit card voucher and paymentauthorization on guestB s registration cardDeposit policy should be appliedCare about hotel benefit应用押金收取的政策保障酒店利益PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 02号码 TASK Billing instruction handling工作职责账目说明 3 of 3 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Make remarks备注店外的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Write down the notice on the registration card and key in the notice in the system like PB outside Mr A VISA4500XXXX voucher in DM Safe 123在登记卡上填全付款说明并根据情况写明备注并在系统中做相应的注明To alert other GSAKeep consistent service is one point of Xxx Hotel Hospitality提醒员工注意PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期 DEPARTMENTFront Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 03号码 TASK Block rooms for arrivals page 1 of 3工作职责房间预留 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DOWHY 操作明细工作目的Block rooms priori to the guests who have special requests ie connecting room cornor room etc预留VIP房间Block rooms for early arrivals为早到的客人预留房间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 example 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VIP客人享有预留房间的优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 customer 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 earlyBY MICHAEL 确保当客人较早到达时可以立即登记入住 PREPAREDZHENGAPPROVED BY MR JAME XI 起草人批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate 职称前台职员 TASK NO FD 03号码 TASK Block rooms for arrivals page 2 of3工作职责房间预留 EQUIPMENT REQUIRED Opera Workstation 所需设备工作台 WHAT TO DOHOW TO DO 工作程序操作明细 WHY工作目的Block rooms with no arrival times为未知抵达时间的客人预留房间Block rooms with other know arrival times 为其他已知抵达时间的客人预留房间If vacant dirty rooms are blocked inform housekeeping immediately providing them with the expected time of arrivals 如预留的空房未清洁立即通知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 housekeepingimmediately 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 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 times以便客房部根据抵达时间安排服务员打扫房间 PREPARED BYMICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 03号码 TASK Block rooms for arrivals page3 of 3工作职责房间预留 EQUIPMENT REQUIRED Opera Workstation工作台 WHAT TO DO 所需设备工作程序 HOW TO DO操作明细 WHY工作目的Block back to back rooms预留尚未退房的房间Block rooms for elderly 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Do so only s a last resort Use this method for very late arrival But allow sufficient time for housekeeping to clean the rooms takingintoconsideration 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Current guest in the room may 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 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 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD04 号码 TASK Bucket check 工作职责检查登记卡 EQUIPMENT REQUIRED OperaWorkstation所需设备工作台 WHAT TO DOHOW TO DO 工作程序操作明细 WHY工作目的To print in house report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员工使用电脑打印出报表夜班Using the in house report check each registration card with the in house rooming 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 folioDetails such asnumber of paxRate and rate codeBilling 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If there is something not solvedLeave the details note regarding those mistakes if has to the next day Team LeaderTeam 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 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 APPROVED BY MR RAY ZHOU 批准人POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk前厅部 JOB TITLE Guest Service 部门Associate职称前台职员 TASK NO FD 05号码 TASK Cash depositcollection工作职责收取现金押金 1 of 3 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY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 shouldcover the room charge during guest staying and estimated miscellaneous consumptionFormula is Room rate per night x total room nights x 15 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15 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 MrMrs XX would 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 andefficiency count it in front of guest any question on the money eg amount of money unacceptable money contact guest immediately As well as say MrMrs XX I have received your RMB XX deposit thank you After you finish counting and accept itProtect hotel benefit and accurate deposit amount can let us have guideline for collecting deposit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 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 05号码 TASK Cash deposit collection工作职责收取现金押金 2 of 3 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY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 MrMrs XX would 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PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 05 号码 TASK Cash deposit collection工作职责收取现金押金 3 of 3 EQUIPMENT REQUIRED Opera Workstation 所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY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 aboveExchange rate should follow the foreign currency exchange list人民币押金总额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 COPolite 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 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 withdetails on the cover including guest name room no duration which foreigncurrency 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CO message should be left Pay USD20000 as deposit kept by SM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Make sure to count and check the foreign currency in front of the guestbefore 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PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOMSIGNATUREDATE 职位签字日期 POSITON GMSIGNATUREDATE 职位签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06 号码 TASK Check in with TA voucher 工作职责持旅行社入住券入住 1 of 5 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY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 Traders Hotel Kun ShanMay I help you SirMadam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 sirMadam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 arrival and departure date room type and payment etc If fail to find out try other way eg 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 thecompany you made your booking with If still fail to find let the guest check in first 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记随后再跟进Note Never say to guest Noreservation even if reservationcan not be found in computer Useguest company contract rate and guest preference to check in guest at firstPresent 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 immediatelly 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PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06号码 TASK Check in with TA voucher 工作职责持旅行社入住券入住 2 of 5 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY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 room type and period with guest according to reservation by clearly descriptionBy 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 youregistration card Draw out pre-registered registration card and prepared rwelcome booklet from reservation form holding box去取登记单时告知客人If 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 Clearly confirm detail with guest to avoid making guest feel confusedmeanwhile 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PREPARED BY MICHAEL ZHENGAPPROVED BY MR RAY ZHOU 起草人批准人 POSITIONFOMSIGNATUREDATE 职位签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 06 号码 TASK Check in with TA voucher 工作职责持旅行社入住券入住 3 of 5 EQUIPMENT REQUIRED Opera Workstation 所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Check in guest in computer在系统中办理入住手续Collect ID card Business card for registration收取证件和名片登记Fill registration card填写登记单Confirm and collect the payment付款方式If very frequent guest no need confirm type and rate all the time do according to the profileIf 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在系统中办理入住手续Politely collect guest ID cardBusiness card for registration Use two hands to receive guest ID cardbusiness 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 saying Mr XX how would you liketo settle your incidental paymentIf 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 forgetting check in guest in computer 避免忘记在系统中登记Fill in registration for guest to show our Asian hospitality 帮助客人填写登记单Avoid to letting guest wait for too long time Do more for our customerin every customer contact避免使客人等候太久Advance deposit should be collected to protect hotel benefit 押金收取保障酒店利益PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06号码 TASK Check in with TA voucher工作职责持旅行社入住券入住 4 of 5 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY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 guest need any thing help提供更多服务Offer Service Center information if need 如需要提供服务中心信息Complete check in完成登记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 toguest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 MrMrs XX Is there anything else I can do for you询问客人是否需要更多帮助Identify GSA-reception self and offer guest service center extension number by saying MrMrs 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 MrMrs XX this is Jack from concierge he will show you to the room wish you have a pleasant stay介绍礼宾部员工给客人并祝客人入住愉快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 APPROVED BY MR RAY ZHOU批准人 POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06 号码 TASK Check in with TAvoucher工作职责持旅行社入住券入住 5 of 5 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Sign on registration card签字Get approval code for credit card 信用卡授权Do routing in the system在系统中做routingAttach TA voucher with RC附入住卷在登记卡单后Attach items附卡单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 inIf the credit card is declined ask guest to change payment by saying MrMrs XX I am very sorry to inform you that after checking with the bank we can t get approval 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 RC 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 hisher credit card is declined because we should give guest faceUnder this situation we should be very careful to talk to guest在信用卡不被接受的情况下不要直接同客人讲信用卡被拒收应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 APPROVED BY MR RAY ZHOU批准人 POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM。

房务部／前厅部／前台接待政策与程序目录001、接待员行为规范002、团队入住程序003、团队续住程序004、团队退房程序005、重要团队入住登记006、贵宾入住程序007、贵宾接待程序008、散客入住程序009、散客预抵房的分配010、散客转帐的运作011、分房原则012、预定客人入住程序013、预定客人未到、取消处理程序014、自称有预定的客人入住015、散客的结帐程序016、空订收费处理程序017、内部用房操作程序018、客人预期离店处理程序019、延迟退房处理程序020、转房、坏房、加床的处理程序021、处理由他人付帐的方式022、付款方式和方法023、信贷和客人挂帐处理制度024、帐单争议处理程序025、日用房客人入住程序026、客人保密入住处理程序027、担保政策028、电话预订、更改、取消029、房费调整处理程序030、房间折扣的给于与控制031、房间升级032、检查预抵房态033、发现空房处理程序034、房间礼品及贵宾房布置房务部／前厅部／前台接待政策与程序目录035、宾客留言处理程序036、调查客人的反馈信息037、对客咨询服务038、对住店客人提供医疗服务039、会客登记制度040、客人外出留宿处理程序041、黑名单处理程序042、赶房处理程序043、客人遗失钥匙处理程序044、对房间进行双重锁的规定045、发现可疑人物处理程序046、保险箱的使用047、备用金的管理制度048、电脑系统故障的操作守则049、客房钥匙管理及SHOWROOM050、客人档案管理制度051、工作记录本和交接班制度052、使用私人密码053、夜间报表整理制度054、遗失及遗留物品招领制度055、前厅部卫生标准目的Purpose:保持良好的精神面貌及统一的行为标准，以适应五星级酒店的要求。

步骤Procedures:1．仪态：1.1.本部员工以站姿势服务，深夜班员工二点钟以后方可坐下，若有客人前来，当即起立。

一、散客接待流程1、当客人进入大厅离前台只有两米时应站立目视客人面带微笑向客人示意并主动问候：先生/女士您好（早上好、中午好、晚上好）。

2、如果正在接听电话只需目视客人、点头微笑或示意客人稍后。

3、如果正在处理手头工作应随时留意客人的到达，放下手头工作。

4、客人来到前台时主动询问客人是否有预定，客人如回复无预定时，并向客人介绍可卖房间的类型、价位、再突出本酒店的优势，介绍酒店在本地是最豪华、环境优美沿着青弋江而建的别墅房供客人参考。

5、如客人提出看房，这时应制作房卡带人去前去看房（在前台客情不忙时可以自己带客人看房，客情忙时联系房务员或部门经理及销售经理带领看房）并安排好观光车辆。

6、如客人对房型不满时，这时前台人员应做到灵活机动，换更好其它种类的房型带客人观看直到顾客满意为止，说出房价及优惠（如客人还嫌价格高，请示上级领导）尽量留住每一位宾客。

7、制作房卡→早餐券→填写手工单→出示身份证→登记信息→客人签字留联系方式→身份证入电脑治安管理系统→收取房费及押金。

8、将制作好的房卡及证件交予客人并说明酒店的位置，早餐的地点、位置、时间、总台号码、WLAN密码。

9、向客人介绍酒店的产品如：超市、棋牌、温泉、餐饮、等。

10、指引客人去客房方向，安排好观光车将客送到。

11、将客人的信息输入绿云系统。

二、团队接待流程1、提前一两天做好预定工作确保团队用房。

2、团队的客人尽量集中排房、制作好房卡。

3、如遇无房间预排时，可占时等候、协调或升级高等房型，但最迟应在客人抵达前排出房理好房卡。

4、当班人员应清楚知道当天所以团队预定信息、会议团队有EO单，细看通启内容注意特殊要求做好和客房沟通。

5、当团队抵达时根据客人信息找出该团队预订单。

6、根据预定单信息和房数与团队导游或销售经理核实内容，确定无误后请该团队导游签单留联系号码，收取押金，与客人落实好结账方式和退房时间，并告知早餐地点、时间、位置、前台电话、WLAN密码、房卡说明。

五星级酒店进房流程及标准1.客人抵达酒店大堂，前台接待人员热情迎接。

Guests arrive at the hotel lobby, where they are warmly welcomed by the receptionist.2.客人出示预订信息和有效身份证件。

Guests present their reservation information and valid identification.3.前台接待人员核对客人信息，确认预订情况。

The receptionist verifies the guest's information and confirms the reservation.4.客人被引领至豪华客房，由服务员负责办理入住手续。

Guests are escorted to their luxurious room, where they are assisted with the check-in process by a staff member.5.服务员向客人介绍客房的设施和服务，并确认客人是否需要额外的协助。

The staff member introduces the room's amenities and services to the guests, and confirms if they require any additional assistance.6.客人须填写入住登记表，提供必要的个人信息。

Guests are required to fill out a check-in form and provide necessary personal information.7.客房清洁人员确保客房整洁，所有设施和用品齐全。

The room attendants ensure that the room is clean and all amenities and supplies are in place.8.客人在入住期间可享受免费的水果和饮料等贴心服务。

前厅部工作流程与标准第一节礼宾部第二节前台接待第一部分：每日各班次上岗，须做（主要是收银的工作流程）。

1、提前5分钟到岗，签到并阅读交班日志。

了解上班次的工作情况，对前几个班次情况基本了解，对于公休或休假后初次上班的员工，需把自己不在班时的日志通读一遍，以免对有些情况或新的通知漏看，造成工作失误，并在各班次日志上签字确认。

2、全体到岗后集体交班，对于需完成的工作和需转下一班次的工作做出特别标识，以备逐一完成。

交接班工作要做到清晰、全面，确保无疑问，及时有效的解决上一班次留下的问题；如当班解决不了的转下班次解决3、与上班次交接、清点备用金（当班支出+现有备用金）是否和上班次备用金一样。

4、各班次派专人进行交接物品转交，清点物品，与物品转交记录核对，双方签字确认。

对于转交给入住房或写字间人员的物品，需要及时联系到客人，得到确认后，可以通过礼宾人员转交，礼宾取走物品时需要在物品转交单相应处签字确认，将第四联存档，在交接本注明已取走。

5、各班次派专人进行交接贵重物品保管箱钥匙，并双方在交接本上签字确认，并交接。

6、检查前日结帐，当日离店的记录，注意客人离店，查电脑中是否0/0,以免空滚房费。

7、各餐饮点送来的帐单，叫送单人在帐单登记本上填写（单号上面双方金额房间号）并在签字。

8、客房、商务中心、商场、健身房送来的帐单，（同上）收到帐单马上挂帐，如果（团队或协议单位挂帐）看是否是签字有效人。

如果收到帐单没有及时挂帐责任在接单人。

9、各班次需掌握当天预订情况，并仔细核查，要做到中软系统、预订单与房卡餐券三者相一致。

第二部分：早班工作流程1、按规定时间提前5分钟到岗，签到；2、与夜班交接班，阅读工作日志；A、到岗后，要求首先查看工作日志，对前几个班次情况基本了解，对于公休或休假后初次上班的员工，需要把自己不在岗时的工作日志通读一遍，以免对有些情况或新的通知漏看，造成工作失误。

8早班全体到岗后集体交接班，对于需早班完成的工作和需转下一班次的工作做出特别标识，以备逐一完成。

前厅部服务流程及标准一、目的：前厅部各个岗位基本服务流程及标准，各岗位员工掌握本职工作的操作流程及服务标准。

二、适用范围：前厅部；三、职责分工：前台总机、预定、接待、收银各岗位根据本岗位的工作流程和标准来执行工作，准确高效的为客人提供有关服务。

四、管理规范/流程/标准：4.1、总机服务标准：4.1.1、电话铃声响三声或十秒内迅速接听电话，超时必须有致歉语。

4.1.2、使用恰当得体的问候语并自报酒店名称及岗位名称4.1.3、电话中让客人候机不超过30秒4.1.4、员工语言表达要准确，声音亲切、热情，必须使用普通话。

4.1.5、对于客人提出的要求予以重复确认4.1.6、员工在接听电话时，如果有客人进前问询，一定先候机，然后向客人致意稍等你处理完电话再接待他。

4.2、总机服务工作流程4.2.1、转接一般内/外线电话4.2.1.1、电话响铃三声内接起电话，用礼貌用语向宾客问候；4.2.1.2、根据宾客的要求，迅速、准确的转接电话；4.2.1.3、接听电话时，使用标准的普通话，声音柔和、清晰，对宾客提出的问题进行耐心、细致的回答，如果遇到不能确定需要查询的问题时要讲：“对不起，先生/女士，请您稍等，我查一下”，如果实在无法回答的，要向宾客致歉，并说明如果查询有消息后会立即回复客人。

4.2.1.4、对于宾客提出的要求要尽量满足，不能满足的要讲明原因并主动帮助查询。

4.2.1.5、宾客留言时，要记清宾客的房间号码、姓名、电话、内容、时间并及时输入电脑。

4.2.2、转接长途电话（国际、国内）4.2.2.1、问明受话国家或城市名称。

4.2.2.2、问清受话电话号码，如没有号码，问清受话人单位名称。

4.2.2.3、问清发话人的姓名、房间号码，并在电脑上进行核实。

4.2.3、叫早服务（叫醒服务）4.2.3.1、当班人员记清叫醒时间、房间号码并标注日期。

叫醒表要注明记录人员的姓名。

4.2.3.2、叫醒时要讲：早上好，先生（女士）这是您的叫早服务。

职位说明书第一部份：职位概述职位名称（Position）：前厅部经理部门（Department）：前厅部编制数：1 岗位值：L7适用劳动合同类型：中期合同直接行政主管(Leader)：客务总监/总经理平级：酒店各部门经理直接下属(Underling)：前厅部副经理、夜值经理、宾客服务中心经理、接待处经理、宾客服务经理、礼宾部经理、商务中心领班。

内部联系：（Internal Relationship）1)管理公司运营部等有关部门2)其它海航酒店前厅部3)酒店各部门经理及销售/预订人员4)前厅部所有员工外部联系：（External Relationship）1)海航酒店以外的其它酒店前厅部2)海南省公安厅出入境管理处工作环境特点：主要工作环境场地：酒店前厅各部服务区域及前厅部办公室、多数为室内作业，危险性低、无高温。

需经常参加酒店或集团组织的各类培训。

工作时间：08：30AM-17：30PM。

第二部份：工作职责职责概要：（Scope）负责酒店的前台日常经营，按照酒店颁布的服务和质量标准，为海航酒店的客人提供标准化的优质服务，实现酒店要求的利润指标。

营造并确保一个良好的工作氛围，使得员工能够充分发挥各自的才能和智慧。

管理权限（主管级以上职位填写）：1）行政及业务决策权限有对部门行政及业务决策权限。

2）人事权限有对部门人员进行招聘、考核、降职降薪、调动、辞退、处分等人事建议权限。

3）资金权限在工作需要的情况下有权动用前台应急备用金；可根据情况申请前台临时备用金或部门活动基金。

职责项目应达到标准和要求1、制定工作、培训计划并组织实施。

1、根据宾馆的运营方针制定前厅的工作计划，培训计划大纲。

2、监督检查各岗位的工作计划、培训计划实施完成情况。

2、制订和完善各项规章制度。

1、根据实际需要制定相应的各岗位规章制度。

2、不断对规章制度进行补充和完善。

3、部门日常行政工作。

1、参加总经理晨会和每周例会。

2、审批本部门发出的文件和单据，起草重要请示。

前台收银标准工作程序01 Check out a guest with credit card 结账时使用信用卡02 Check out a guest with deposit refund 结账时退还押金03 Check out a guest with transferring 结账时转账04 Check out a guest with foreign currency 结账时使用外币05 Check out a guest with cash 结账时使用现金06 Check out a guest with city ledger 结账时挂账07 Check out a guest ( P/B another in hse gst) 住店客人为另一住店客人付账08 Check out a guest ( Group ) 为团队结账09 Check out a guest (Long Staying ) 为长住客结账10 Computer down-time procedure 电脑系统无法使用时结账程序11 Check out a guest ( Late charge ) 信用卡追帐12 Rebate procedure 费用扣减程序13 Correction procedure修改账目程序14 Foreign exchange (Cash) 兑换外币（现金）15 Foreign exchange (Travelers check)兑换外币（旅行支票）16 Cash advance 现金付出程序17 Shift end procedure 收银员关帐程序STANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURESTANDARD OPERATION PROCEDURE。