星级酒店岗位职责及管理制度

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 OPERATIONPROCEDURE

第一节前厅部各岗位每日工作内容

F.O Department Check List24-39

3.1.1 前厅部经理F.O ManagerCheck List24

3.1.2 大堂副理Assistant Manager25

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 Captain29

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3.1.5 首席礼宾司Chief Concierge 30

3.1.6 预定员Preservationist31

3.1.7 前台接待Receptionist 32

3.1.8 礼宾员Concierge 35

3.1.9 商场员工Seller36

3.1.10 总机话务员Operator37

3.1.11 商务中心文员B/C Clerk39

第二节前台程序与标准

F.O Standard Operation Procedure40-73

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 byFax、Letter41

3.2.3 来店预订操作Room Reservation on the Spot42

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-in48

3.2.8 团队入住Group Check-in 49

3.2.9 团队离店Group Check-out50

3.2.10 长住客人接待服务Long-staying Guests Service51

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-out53

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 Changing55

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 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 Inquire65

3.2.23 总台物品转送Guest’s Articles Send/Transfer 66

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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 Procedure74-84

3.3.1 贵宾入住VIP Check-in74

3.3.2 接待重要团队宾客VIP Group Check-in77

3.3.3 展房/介绍酒店Show Rooms/Hotel Tours78

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 Behind80

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 Handling82

3.3.8 处理宾客拒付电话费Handling the Refusal to Payment for Telephone84

第四节礼宾部程序与标准

Concierge Standard Operation Procedure85-102

3.4.1 迎宾员Door Man Standard Operation85

3.4.2 行李员Bell Man Standard Operation88

3.4.3 处理宾客邮件、信件Guest’s Postal Items、Letters Handling95

3.4.4 处理宾客物品转交Guest’s Articles Transfer96

3.4.5 一、二楼公共区域寻人服务Public Area Paging Service97

3.4.6 客人行李寄存服务Guest’s Luggage Store Service98

3.4.7 提供出租车服务Car Rental Service99

3.4.8 委托代办服务Concierge Service100

3.4.9 资料收集及整理Data Collect and Arrange101

第五节总机程序与标准

Operation Standard Operation Procedure103-110

3.5.1 接转内外线电话Phone Call Connecting and Exchanging103

3.5.2 处理直拨长途电话Long Distance Call Service104

3.5.3 前厅部总机免打扰服务Do Not Disturb Call Service105

3.5.4 叫醒服务Wake-up Service106