某酒店前厅部岗位职责与管理制度

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 行员Bell Man Standard Operation (88)

3.4.3 处理宾客、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 客人行寄存服务Guest’s Luggage Store Servic e (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 接转外线Phone Call Connecting and Exchanging ·103

3.5.2 处理直拨长途Long Distance Call Service (104)

3.5.3 前厅部总机免打扰服务Do Not Disturb Call Service (105)