前厅操作标准程序
Front Office standard operating procedures
部门Department：前厅部Front office
岗位Post：Front Desk
目录
Catalog
FD 01------------------------------------------------------------------------迎候宾客
FD 01--------------------------------------------------------------------------------------------------------------Greeting guests
FD 02------------------------------------------------------------------------指引宾客
FD 02--------------------------------------------------------------------------------------------------------------Directing guests
FD 03--------------------------------------------------------------------预抵宾客准备
FD 03---------------------------------------------------------------------------------------------------------Arrivalpreparations
FD 04------------------------------------------------------------------------登记程序
FD 04-------------------------------------------------------------------------------------------------------------------Registration
FD 05----------------------------------------------------------宾客登记入住时无干净房
FD 05----------------------------------------------------------------------------------Check-in when the room is not ready
FD 06------------------------------------------------------------------------处理预订
FD 06-------------------------------------------------------------------------------------------------------- Handle reservations
FD 07--------------------------------------------------------------宾客要求新房间钥匙
FD 07-----------------------------------------------------------------------------------------------Request for new room keys
FD 08------------------------------------------------------------------------结帐程序
FD 08---------------------------------------------------------------------------------------------------------------------Check-out
前台接待操作程序
Front Office standard operating procedures
部门：前厅部front office | 岗位：前台front desk | 职位：接待员receptionist |
编号：FD 01 | 工作职责：迎候宾客Greeting guests | |
程序 Procedure | 内容及标准 Content and standard | |
迎候宾客 Greeting guests |
Staffs have to engage the “five steps ten steps rules” for greeting guests no matter in work place or other area in the hotel, which is: start to keep the eye contact with clients within around ten steps’distance;smile to guests and greet them forwardly and politely with words such as“Good morning/afternoon/evening, Mr./Miss/Madam XX”,call the clients by his/her name if remember,otherwise call them “Sir/Miss/Madam”.
When meeting up with guests in the corridor or other public area in hotel, staffs should pause for a while, and sidle at 45 degree, spread the hand and direct to where the client is going, while at the same time speak “After you”. Walk with guest with 3 steps at least .
Pay attention to the speak rate and manner; try to avoid speaking too fast and using slang.
Pay attention to the speak rate and manner; try to avoid speaking too fast and using slang.
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前台接待操作程序
Front Office standard operating procedures
部门：前厅部front office | 岗位：前台front desk | 职位：接待员receptionist |
编号：FD 02 | 工作职责：指引宾客Directing guests | |
程序 Procedure | 内容及标准 Content and standard | |
指引宾客 Directing guests |
Front Office associate who is approached by guests inquiring about the location of a facility in the hotel must escort the guest to the location.
If there have some reasons, the associate is unavailable to escort, then he/she must give a clear description to the guest and must walk the guest at least 3 steps in that direction.
When give directions always gestures with an open hand, never pointing.
When escorting a guest, the associates must always try to make conversation with the guest, in a friendly, enthusiastic way and the guest’s name must be used if known.
Associates always introduce hotel facilities when giving direction to the guests. | |
前台接待操作程序
Front Office standard operating procedures
部门：前厅部front office | 岗位：前台front desk | 职位：接待员receptionist |
编号：FD 03 | 工作职责：预抵宾客准备Arrival preparations | |
程序 Procedure | 内容及标准 Content and standard | |
预抵宾客准备 Arrival preparations |
The staff on the afternoon must review the following day’s arrival list for very early arrivals, i.e. arrivals before 11.00. Special attention must be given to such early arrival times for VIP, C/L and Long-staying guest and guests with special requests. If found, notification must be given to Housekeeping and a decision made to make the room ready from the night before. Except hotel leave enough VC room, the normal guest only will be assigned room 2 hours before arrival time.
Room assignment should follow the below principles:
The room cards for group guests must be prepared 2 hours before arrival time.
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前台接待操作程序
Front Office standard operating procedures
部门：前厅部front office | 岗位：前台front desk | 职位：接待员receptionist |
编号：FD 04 | 工作职责：登记程序registration | |
程序 Procedure | 内容及标准 Content and standard | |
登记程序 registration |
The GSA must acknowledge the guest at once as he/she approaches the desk and greet the guest with a smile and an appropriate greeting, using guest’s name if known. If not known, the name must be obtained from the guest.
Inquire if he/she has a reservation. Then locate the guest’s reservation in the computer.
If non-Chinese guest, GSA must ask for the passport of the guest for registration, ensure correct details has been recorded on the registration card, i.e. passport number, visa details etc. Chinese guests must be asked for their ID Card
Verify room preference and departure date.
Obtain payment method:
Ensure registration card is properly completed with all required details and signed by the guest.
Prepare key-wallet with room number. Encode key card and insert in the key-wallet.
Give guests key-wallet，introduce breakfast and check-out time,wish them have a nice stay.
When the guest has left the desk, or when time permits, enter all guest’s details into the system ,including special requests. Ensure all information is updated accurately, especially the payment method. | |
前台接待操作程序
Front Office standard operating procedures
部门：前厅部front office | 岗位：前台front desk | 职位：接待员receptionist |
编号：FD05 | 工作职责：宾客登记入住时无干净房 | |
程序 Procedure | 内容及标准Content and standard | |
宾客登记入住时无干净房Check-in when the room is not ready |
The initial registration procedure will be carried out as normal.
If the room type requested by the guest is not available, Housekeeping Centre must be called to request a room and to find out how long the delay will be.
If the guest has to wait, we must apologize, and offer to store their luggage until their room is available.
When the room is ready, the guest will be checked into the system.
Advise a Bellman to deliver the luggage to the room.
Locate the guest to give the room key, or when the guest returns to the Reception, an apology must be offered again for any inconvenience caused by the delay. | |
前台接待操作程序
Front Office standard operating procedures
部门：前厅部front office | 岗位：前台front desk | 职位：接待员receptionist |
编号：FD06 | 工作职责：处理预订Handle reservations | |
程序 Procedure | 内容及标准Content and standard | |
处理预订 Handle reservations |
早上好/下午好/晚上好，请问有什么可以帮到您？ Answer the phone correctly, using the standard greeting，answer the telephone within 3 rings, e.g. “Good Morning/Good Afternoon/Good Evening, XXXX speaking, how may I help you?
May I have the spelling of your last and first name please?”
As soon as the caller’s name is known, address the caller by name as much as possible.
XX先生，我能知道您的预抵日期和离店日期吗？ XX先生，请问您喜欢什么样的房间类型呢？ Identify the room type and date required, and check availability in the PMS. e.g. Mr. XXX, may I please know your arrival date and departure date?e.g. Mr XXX, which room type do you prefer?
Where requested room is available, quote appropriate rate and ask guest ‘”Mr. XXX, may I book that for you
If room type is not available, advise guest choose othersroom category or change the stay period, refer to the procedure Checking Availability
用什么名字做预定 联系方式 客人的特殊要求 客人的预计到达时间 After the caller confirms booking, obtain the following information and enter the information into the PMS: Guest name Contact number If applicable, arrival time
Close the call by saying ‘Thank you Mr./Ms. XXX for your reservation. We look forward to welcoming you to XXXX on the DD of MMMM”
Wait for the guest to hang up before terminating the call.
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前台接待操作程序
Front Office standard operating procedures
部门：前厅部front office | 岗位：前台front desk | 职位：接待员receptionist |
编号：FD 07 | 工作职责：宾客要求新房间钥匙Request for new room keys | |
程序 Procedure | 内容及标准 Content and standard | |
宾客要求新房间钥匙 Request for new room keys
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It is important to first establish if the guest wants a new key or a copy of the original key.
The GSA must verify that the guest is occupying the room he/she is requesting a new key for, by matching room number, name and birthday date.
The GSA will then encode a new key card and inform the guest that the old one will not work anymore, or make a copy of the first key if the guest has requested a copy only. The original key will then still be valid.
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前台接待操作程序
Front Office standard operating procedures
部门：前厅部front office | 岗位：前台front desk | 职位：接待员receptionist |
编号：FD 08 | 工作职责：宾客要求新房间钥匙 | |
程序 Procedure | 内容及标准 Content and standard | |
宾客要求新房间钥匙 Request for new room keys
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Whenever it becomes necessary to move a guest to another room, ensure that the guest is fully aware of the reasons and the plan of action.
The GSA will find a suitable vacant clean room, preferably nearby the current room.
Inform the guest that you have assigned a new room for them and ensure the guest’s satisfaction of the room chosen. Inquire when the guest prefers to move and if assistance is required with luggage. A new key will be made and given to the guest.
Inform Housekeeping of the room move.
Inform Concierge of the move if luggage assistance is needed.
Move the guest’s registration card and attached documents to the new room-number slot.
Ensure that the old room is put on ‘dirty’ status until Housekeeping has checked, and serviced the room if necessary.
To reduce room change, GSA must ask guest special request for room upon make reservation or process check in for guest, try to meet guest request when handle check in.
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前台接待操作程序
Front Office standard operating procedures
部门：前厅部front office | 岗位：前台front desk | 职位：接待员receptionist |
编号：FD 08 | 工作职责：结帐程序Check-out | |
程序 Procedure | 内容及标准 Content and standard | |
结帐程序 Check-out |
Greeting guest 面带微笑的向客人问候，“先生/小姐， 早上/下午/晚上好，有什么需要我为您效劳的吗？”保持挺直的身体与客人目光接触。 Initiate to greet guest with smile: “Good Morning/Afternoon /evening, Sir/Madam, How May I help you?” Keep body straight and eye contact.
Inquire guest room number 假如客人要求结帐，说:”先生/小姐，我可以知道您的房号吗？ If guest claim to check out, say: “Sir/Madam, May I have your room number, please ?”
Collect guests room key and double confirm guest name or room number with system. 礼貌的收回客人的钥匙，并在电脑系统中确认客人的姓名“麻烦您的房卡，XX先生/XX小姐” “May I have your room key, Mr./Ms. XX”
Print out bill folio 打印帐单给客人查看，应说：“XX先生/XX小姐，这是您的帐单，请您查看一下，如没有问题，麻烦您在这里签名“ Print out guest folio for guest review by saying: “Mr. XX/Ms XX. Here is your bill folio, Please check and sign your name”
Withdraw guest registration card and all the checks from bucket
Check if guest require any other assistance “Is there anything I can do for you?”
Bid farewell with guest. 与客人告别，应说：“XX先生/XX小姐，感谢您居住越秀酒店。希望您再次光临并祝您旅途愉快。 Bid farewell guest by saying: “Mr./Ms. XX. Thank you for your staying in YIHA hotel, Have a nice trip, hope to see you soon again.”
Settle the bill in system
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