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 商场职员 Seller (21)
2.16 医务室大夫 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 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 商场职员 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 、
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 来宾推迟离店 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 Report59
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
3.2.20 客房没有预备好 Room not Ready on Arrival (63)
3.2.21 处理来宾留言 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)
实
理
务
F
.
O
管
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 房间钥匙治理 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 接待重要团队来宾 VIP Group Check-in ··77
3.3.3 展房/介绍酒店 Show Rooms/Hotel Tours 78
3.3.4 处理来宾投诉 Complain Handling ··79
3.3.5 处理来宾遗留物品Handling Guest’s Properties
Left Behind (80)
