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FOSOP酒店标准操作程序前厅部中英文对照

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S T A N D A R D O P E R A T I N G P R O C E D U R E S标准操作程序POLICY NO. SUBJECT编号标题FO-DM-001 Duty Check List工作检查表FO-DM-002 Bomb Threat炸弹威胁FO-DM-003 Car Accident交通事故FO-DM-004 VIP Check in重要客人入住FO-DM-005 Accident – Guest意外—客人FO-DM-006 Guest Complaints and Disputes客人抱怨和争执FO-DM-007 Request for Doctor/ Hospitalization求医要求/住院治疗的要求FO-DM-008 Fights争斗FO-DM-009 Fire火灾FO-DM-022 Lost & Found丢失和发现FO-DM-024 Safety Box保险箱FO-DM-028 Incoming Faxes/ Email at night time夜间接受传真/电子邮件FO-DM-030 Valuables贵重物品保管FO-DM-031 Guest Birthday客人生日FO-BC-002 Incoming faxes接收传真FO-BC-005 Meeting Room Rental会议室租用FO-BC-006 Outgoing Fax发送传真FO-BC-007 DHL / EMS/Courier Services DHL特快专递FO-CON-002 Baggage Service for Arrivals行李抵达服务FO-CON-003 Baggage Service for Departure行李离店服务FO-CON-004 Baggage Service for group Arrivals团队行李抵达服务FO-CON-005 Baggage Serviceforg roup Departure团队行李离开服务FO-CON-006 Baggage Storage行李贮存服务FO-CON-007 Brochures, Maps and Directions指引册，地图，导游册FO-CON-008 Flags旗帜FO-CON-009 All Incoming Items所有收入条款FO-CON-010 Newspapers报纸FO-CON-011 Outgoing Items外送物件FO-CON-013 Rooming Guest陪同客人进房间FO-CON-014 Shuttle Bus班车FO-CON-015 Outdated mail, faxes and parcels过期的邮件，传真和包裹FO-CON-016 Paging Service呼叫服务FO-CON-017 postal express service邮政快递服务FO-CON-018 Taxi booking and arrangement出租车预订及安排FO-CON-019 Trolley手推车服务FO-CON-020 Umbrella雨伞服务FO-CON-AR-001 Airport send off机场送行FO-CON-AR-002 Airport Pick Up机场接客FO-CON-AR-003 Airport Lost Luggage行李丢失FO-CON-AR-004 VIP Arrive-Limousine接重要客人-豪华轿车FO-CON-AR-005 VIP Arrive-( By Taxi )接重要客人（用出租车）FO-CON-AR-006 Mobile Phone移动电话FO-CON-DRICER-001 House Use/ Complimentary Vehicle酒店自用/免费用车FO-CON-DRIVER-002 Limousine Availability大型轿车使用率FO-CON-DRIVER-003 Limousine Cleaning & Maintenance大型轿车清洁和保养FO-CON-DRIVER-004 Mileage/ Petrol Control运程/汽油控制FO-CON-DRIVER-005 Limousine Request用车申请FO-CON-DRIVER-006 The Responsibility of Driver司机责任保证FO-EF-007 Guest Preference客人爱好FO-EF-008 Executive Floor Check In行政楼层入住FO-EF-009 Hosting招待FO-FD-010 Computer Down计算机系统崩溃FO-FD-011 Foreign Currency Exchange外币兑换FO-FD-016 Internal Trace Report内部事务报告FO-FD-017 Key Control钥匙控制FO-FD-018 Lost & Found at Check In失物招领FO-EFM-012 VIP Check In重要客人入住FO-EFM-016 Alleged Theft偷窃FO-EFM-017 Guest Complaints and Disputes客人抱怨和争执FO-EFM-018 Complimentary / House Use免费房使用FO-EFM-020 Request for Doctor / Hospitalization求医要求/住院治疗FO-EFM-023 Lost and Found失物招领FO-EFM-024 Safety Deposit Boxes Key Inventory保险箱钥匙清单FO-EFM-025 Safety Box保险箱FO-EFM-027 Valuables贵重物品保管FO-EFM-028 In-House Clinic酒店医疗中心FO-EFM-029 Guest Birthday客人生日FO-EFM-030 Guest Join-In Authorization会员加盟授权FO-EFM-031 Guest Comments客人意见FO-EFM-032 Booking at other Plaza Royale Hotel豪廷酒店网络内约定FO-EFM-033 Hotel Events酒店活动FO-TEL-001 Telephone Control DDD/IDD国际/国内长途电话控制FO-TEL-002 Call Accounting System电话记费系统FO-TEL-003 Call Barring and Unbarring电话禁呼和解禁FO-TEL-004 Do Not Disturb Feature请勿打扰事宜FO-TEL-005 Guest Locator Feature为客人接电话至指定地点FO-TEL-006 Incoming Calls接听来电FO-TEL-007 Operator Assisted Calls接线员辅助呼叫FO-TEL-008 PABX Adcom Fax System专用交换机传真系统FO-TEL-009 PABX Adcom Mail System专用交换机邮件系统FO-TEL-010 Public Address Paging System公共提示标志FO-TEL-011 Wake up Call叫醒服务FO-TEL-012 Personal calls私人电话FO-001 Baggage Service行李服务FO-002 Business Center Service商务中心FO-003 Engineering Service工程服务FO-004 Handling Guest Complaints处理客人投诉FO-005 Handling Incoming Calls处理来电FO-006 Housekeeping Service客房服务FO-007 Room Service-Incoming Call客房送餐来电FO-008 In-Room Dining Order客房用餐预订FO-009 Runner Service特殊服务Front Office Terms to Know前厅部须知A.H.&M.A. American Hotel and Motel Association.美国饭店及汽车旅馆协会Accommodate A promise of a room for a guest – if not in that hotel,then a commitment to find a room elsewhere.对客人保证客房的承诺Adjoining Rooms Two or more rooms side by side without a connectingdoor between them. In other words, rooms can be adjoining withoutbeing connecting.两间或两间以上并排的、之间没有房门直接联系的房间。

换言之，即相互毗邻但不连接的房间。

Adjust/Adjustment A correction of an error that occurred on a previous day.对于之前发生的错误给予的修改Advance Deposit Prepayment of room charges.房间预付款Average Daily Rate The average of rates charged for guest rooms duringone day of business. Method of computation:日收取的商务客人平均房价。

估算方法:ADR = Total guest room revenue divided by numberof rooms sold.ADR=卖出房的客房总收入除以卖出的房间数量。

Bank Funds issued to cashier for handling guest transactionswhich must be balanced at the beginning of each shift.为客人提供的交易资金必须在每次交班的开始时移交给出纳.Block A group of rooms held at the request of Sales or Catering.一批供销售或宴请使用的房间。

Blocked Room Room numbers assigned in advance of arrival on thesame day of arrival.房间号码被事先安排和到达时一样的房间。

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行李寄存SOP

行李寄存SOP

标准操作规程STANDARD OPERATING PROCEDURE部门F ront Office 前厅部分部门礼宾部主题行李寄存服务流程文件编号FO-con--001涉及员工礼宾部生效日期2014-6-191.客人需要寄存行李时，礼宾员应热情接待，礼貌服务；2.问清行李件数寄存时间、姓名房号。

3.问清宾客行李中，是否含有贵重、易碎或危险品（对于易碎及危险品一般不予寄存），并建议客人将贵重物品寄存于客用保险箱内，我们将对于贵重物品、易碎物品不负任何损坏或遗失的责任。

4.认真填写行李寄存卡，准确的将客人的房号、行李件数、存放时间、存放人填写到行李卡上联和下联，并请客人在行李卡上联签字确认存放内容并留下联系电话，客人签字确认后告知客人阅读行李卡背面的《寄存行李需知》；5.认真检查行李外观，如有破损应在行李寄存卡注明并在交班本注明。

6.客人签字确认后，行李卡上联附挂于行李上，并把下联交给客人并告知人取行李时凭此领取行李；7.按照行李卡的内容认真填写行李寄存登记表；8.将短期存放的行李放到方便搬运的地方；长期存放的行李应放置行李架长期寄存处；9.易碎品应放到指定位置并注明；10.没有特殊原因如遇见长期为取得行李，应及时通知礼宾主管；11.认真核对行李卡，到行李房迅速找到行李交给客人，并请客人在行李卡下联签字确认。

客人取走行李后应及时在行李寄存登记表进行登记。

12.行李寄存卡应保留三个月以备核查；13.若客人遗失行李寄存卡，应适时安抚客人并请其告知行李特征、存放时间，及存放人的详细信息，找到行李后应请客人出示有效证件，将其复印并请客人在该复印单签字确认，以证明该物品已取并留存，并让客人在行李寄存登记表签字确认方可把存放物品交给客人；14.客人取完行李后都应主动帮助客人运送出酒店或到房间；-编制人员FRANK 审核人员审批人员JOHN编制日期2014.6.18 审核日期2014.6.18 审批日期2014.6.18。

凯文国际商务酒店客房部标准工作程序sop(中英文)修改版-2

凯文国际商务酒店客房部标准工作程序sop(中英文)修改版-2

凯文国际商务酒店客房部标准工作程序sop(中英文)修改版-218. How to Clean the Glasses怎样清洁玻璃杯19. How to Clean Ice Bucket怎样清洁冰桶20. How to Change Pillow Case怎样更换枕套21. How to remove laundry wooden boxes / hangers撤出送衣篮及衣架22. Reporting to the Guest Floor到楼层报到23. How to make up bed怎样做床24. How to Clean the Bath Room Floor怎样清洁浴室地板25. How to Clean the Mini Bar怎样清洁小酒吧26. How to Dust the Furniture怎样给家具擦尘27. How to clean the mirror怎样清洁镜子28. How to Clean the Bath Tub怎样清洁浴缸29. How to Clean Shower Room怎样清洁淋浴间30. How to Clean the Bath Room Wall怎样清洁浴室墙面31. How to clean the vanity top and hand basin怎样清洁面台和面盆32. How to Clean / Polish the Bathroom Fittings怎样清洁和抛光浴室电镀配件33. How to Clean the Toilet Bowl怎样清洁马桶34. How to Vacuum the Carpet怎样给地毯吸尘35. How to Clean the Telephone Set怎样清洁电话机36. How to Handle Wake up Call怎样处理叫醒服务37. Guest Shoe Shine Service擦鞋服务38. Safe Deposit Box needs to be opened in Checked out guest room当客人离店后要检查保险箱必须打开39. How to Handle the Left Guest Room vine card怎样处理无用的客房钥匙卡40. Extra Bed and Baby Cot Procedure加床和婴儿床处理程序41. Guest Laundry Pick up DuringRoom Check查房同时收取客衣42. Guest Laundry Pick up Requirement via Receiving Call客人电话要求收取洗衣43. Fold Towel毛巾的折叠44. How to Remove Room Service Basket怎样撤出送餐的餐具45. How to Clean Guest FloorCorridor怎样清洁走廊46. How to Assist Guest with Luggage/Parcel怎样协助运送客人行李47. Mini-bar consumption check小酒吧消耗检查48. Mini-bar daily replenishment每日补充小酒吧49. How to Handle “Open Door” Request怎样处理开房门的请求50. Breakage, Loss and Damage Procedure遗失损坏处理程序51. How to Check Guest Floor Corridor如何检查走廊52. How to Inspect Bathroom如何检查卫生间53. Care and Handling of Guest’s Belongings小心照看客人财产54. Returning Keys and Worksheet交还钥匙和工作表55. Check into Housekeeping Office在客房部办公室报到56. Vacuum carpet after washed洗过地毯后的吸尘57. How to Escort Guest to Elevator怎样护送客人至电梯58. Cleaning chemical using in Housekeeping客房部常用的清洁剂59. How to polish wooden surface如何给木制表面抛光60. How to use and clean a vacuum cleaner如何使用和清理吸尘器61. Guest Laundry Emergency紧急洗衣62. Super clean program超级清洁程序63. One Entry Room System一次进入房间64. Zero Room Defects零缺陷的房间65. Turn down Service开床服务PUBLIC AREA 公共区域66．Push brush sweeping扫地67．Dust mopping推尘68Wet mopping湿拖69Wall washing by hand手工洗墙壁70How to Clean the A/C Grill怎样清洁空调口71How to shampoo carpet --- extraction抽洗地毯72How to Clean Upholstery Fabric怎样清洁沙发及软包墙面73How to Clean Wall-paper怎样清洁墙纸74Cleaning of Office清洁办公室75Cloak Room Procedure衣帽间的程序76Staircase cleaning清洁楼梯77How to clean windows怎样清洁窗户78Stone floor scrubbing擦洗石制地面79Locker room cleaning更衣室的清洁80How to polish wooden surface如何给木制表面抛光81How to use and clean a vacuum cleaner如何使用和清理吸尘器82Dry foam shampoo on carpet干洗地毯83Cleaning of outlets各餐饮场所的清洁84Inspection of back of house后区的检查85Cleaning of lobby大堂的清洁86PA. Store roomPA的仓库87Cleaning supplies and equipmentreturn返还清洁用品及设备88How to clean urinal bowel怎样清洁小便池89How to polish brass怎样给铜器抛光90How to clean skid proof and dustproofpad如何清洁防滑垫及防尘垫91How to crystallization for marble floor怎样给大理石地面做晶面处理92How to maintain and clean leathersurface如何保养和清洁皮革表面93How to clean telephone怎样清洁电话94Cleaning of pantry/store room清洁工作间和储藏室95Washroom Care公共卫生间的清洁96Check into public area serviceassociatesPA员工报道的检查97Prepare daily work allocation准备日常工作分配98Lobby inspection大堂的检查99Inspection of lifts检查电梯100Inspection of restroom检查洗手间101Inspection of outlets检查各餐饮场所102Inspection of back stairs检查后楼梯103Inspection of pantry/store room检查工作间及储藏室Housekeeping – Policies & Procedures Manual 客房部- 制度和流程指南及时更换有污渍，褶皱，脏的，有异味的制服-Wear your name tag correctly with your uniform, the name tag is part of your uniform. 将名牌别在制服正确的位置，名牌也是制服的一部分-Pay attention that uniform has no damages.留意制服不要有破损-Wear shoes and socks as issued:穿规定的鞋袜-Black shoes and black socks for male.男士穿黑鞋黑袜-Black shoes and neutral color stockings for female.Housekeeping – Policies & Procedures Manual 客房部- 制度和流程指南Ensure that our staff always maintains a good appearance during work Make sure standards are followed at all times.确保我们的员工在任何工作时间内保持良好的仪表仪容PROCEDURES 流程-Supervisor have to check their associate’s uniform and grooming in the briefing and conduct spot checks any time during the day during work主管在例会时需检查他们员工的制服和仪表仪-Don’t roll up sleeves, to change if the uniform does not fit不要卷起袖口，如果不合适就去更换-Wear name tag correctly.正确的佩戴名牌-Black shoes and socks for male black shoes and body color socks for female. Ensure that shoes and socks are without tears or damage To check grooming and appearances.男士穿着黑色鞋袜，女士穿着黑色鞋子，肉色丝袜。

SOP-FO-OP-叫醒

SOP-FO-OP-叫醒

Standard Operation Procedures
执行叫醒服务作业程序/总机
1.接到相应叫醒电话信息，总机填写进叫醒电话记录表。

*注明特别时间（在单子上没有特别注明的时间）
2.总机将记录输入电话系统，所有的叫醒电话都需在客人指定的时间进行。

3.接收叫醒服务，所有的叫醒电话必须得到正确的处理：
*记录客人的姓名/房间号码及需要叫醒服务的时间。

*核对客人名字等相关资料。

*与客人确认是否需要第二次叫醒。

*在叫醒服务清单上记录下客人的叫醒需要。

*夜班总机员工必须核查所有叫醒服务信息，保证准确性。

4.执行叫醒服务
a)叫醒电话由电话系统按所设置的信息执行。

b)如果第一个叫醒电话，客人没有回应，系统五分钟后将再做一次。

如果客人还是没有
回应，系统将会做第三次。

c)如果客人没有对三次叫醒电话回应，将会有灯在闪。

d)总机应拔电话再次人工试叫醒，若仍未成功，应立即知会房务中心，值班经理。

e)如果系统故障，根据总的叫醒服务清单，人工执行叫醒服务。

Standard Operation Procedures
附：执行叫醒服务作业流程图
执行叫醒服务作业流程图。

酒店前台SOP新

酒店前台SOP新

目录Catalog项目F0-FD-1前台接待服务程序RECEPTION PROCEDUREF0-FD-2接受电话预定服务程序PHONE PRE-SET PROCEDUREF0-FD-3无预定散客的入住程序WALK IN GUEST CHECK IN PROCEDUREF0-FD-4提供散客房价的程序WALK IN ROOM RATE ISSUE PROCEDUREF0-FD-5 贵宾的入住程序VIP CHECK IN PROCEDUREF0-FD-6预排房程序ADVANCE ARRANGE ROOM PROCEDUREF0-FD-7临时住宿登记表填写程序FILL IN THE REGISTRATION CARD PROCEDUREF0-FD-8预定客人提前抵店操作程序EARLY ARRIVAL GUEST CHECK IN PROCEDURE F0-FD-10会议团队的入住程序CONWENTION GROUP CHECK IN PROCEDUREF0-FD-11为团队客人安排房间HOW TO BLOCK ROOM GROUPF0-FD-12房间钥匙的要求ROOM KEY REQUESTF0-FD-13餐券交接程序BF COUPON HANDOVER PROCEDUREF0-FD-14押金的收取HANDLING DEPOSIT F0-FD-15支票押金付款的安排CHEQUE DEPOSIT PAYMENT QRRANGEMENTF0-FD-16升级销售技巧UPSELLING SKILLSF0-FD-17公司账目-在客人入住之前COMPANY ACCOUNT BEFORE CHECK INF0-FD-18日租房DAY USEF0-FD-20客人问讯GUEST ENQUIRESF0-FD-21保险箱服务SAFE DEPOSIT BOX SERVICEF0-FD-22保险箱钥匙丢失处理程序LOSE SAFE DEPOSIT BOX KEY HANDLE PROCEDUREF0-FD-23电话服务程序TEL SERVICE PROCEDUREF0-FD-24客人需求的跟办GUESTS REQUEST FOLLOW UPF0-FD-25 TRACE报表/存档TRACE FUNETION REPORT/FILINGF0-FD-26物品委托转交程序TRANSFER PROCEDURE F0-FD-27留言的处理MESSAGE HANDLINGF0-FD-28查询住客房号操作程序ROOM NO. INQUIRE PROCEDUREF0-FD-29房间保密操作程序CONFIDENTIAL STAYF0-FD-30客人要求开门程序OPEN THE DOOR REQUIREF0-FD-31客人客房钥匙丢失处理程序LOSE ROOM KEY HANDLE PROCEDUREF0-FD-32加床操作程序EXTRA BED PROCEDUREF0-FD-33房间房价的更改ROOM/ RATE CHANGINGF0-FD-34续住房操作程序EXTENSION STAY PROCEDUREF0-FD-35房间的升级UPGRADE GUEST ROOMF0-FD-36外币兑换服务程序FOREIGN CURRENCY CHANGE PROCEDUREF0-FD-37发放团队餐卡ISSUING OF GROUP MEAL COUPONF0-FD-38差异房报告ROOM DISCREPANCY REPORTF0-FD-39备用金CASH FLOATF0-FD-40备用金欠款DUE BACKF0-FD-41结账标准程序 CHECK OUT STANDARD PROCEDUREF0-FD-42 现金支出PAID OUT CHARGE F0-FD-43 现金的保护CASH PROTECTIONF0-FD-45团队结账程序GROUP CHECK OUT PROCEDURE F0-FD-46怎样为持旅行社订房凭证的客人办理入住HOW TO CHECK IN GUEST USING TRAVELVOUCHERF0-FD-47房内物品赔偿程序AMENDS PROCEDUREF0-FD-48减免REBATEF0-FD-49杂项调整费用MISCELLANEOUS CHARGEF0-FD-50长住客人帐目LONG STAYING GUEST ACCOUNTF0-FD-51分类帐单MULITIPLE FOLIO ACCONTF0-FD-52延迟退房LATE CHECK OUTF0-FD-53延住和提前离店EXTENSIONS AND EARLY CHECK OUTSF0-FD-54如何处理挂账HOW TO HANDLE THE DIRECT BILLINGF0-FD-55账务追收LATE CHARGEF0-FD-56收据RECEIPT FROMF0-FD-57前台收银员现金汇款封袋的存放GSO CASH REMITTANCE ENVELOPE DEPOSITF0-FD-58客史档案整理程序GUEST HISTORY FILEF0-FD-59酒店无法提供保证类预定客房处理程序COULDN’T ENSURE GUARANTEED RESERVATIONF0-FD-60客人查询遗留物品程序LOST&FOUND REQUIRE PROCEDURE F0-FD-61检查房价的差异CHECK ROOM RATE F0-FD-62展示房SHOW ROOMSFO-FD-63重复售房DOUBLE CHECK INPROCEDURE:程序:客人办理入住手续的程序：Check In Procedure1．向客人问好确认客人所预定的房间.当有客人要求住宿时，前台服务员首先应做到：停下手中的工作,面带微笑，主动问候，并对客人的光临表示热烈欢迎；其次向客人询问是否有预订:如客人已做预订，则应立即询问客人预订信息并及时效率的找到相关预订,取出有效的预订单，复述客人的订房要点,确认客人预订信息(房型、房数、预订名称、价格等)。