酒店前台接待中英文标准操作流程.doc

STANDARD OPERATION PROCEDURES
标准工作程序
RECEPTIONIST
前台接待
FRONT DESK
STANDARD OPERATION PROCEDURE
Task No. Description
FD01 Awaiting room handling 等候房间
FD02 Billing instruction handling 账目说明
FD03 Blocking rooms for arrivals 房间预留
FD04 Bucket check 检查登记卡
FD05 Cash deposit collection 收取现金押金
FD06 Check-in with TA voucher 持旅行社入住卷入住程序
FD07 Extension stay 处理延住
FD08 Flight reconfirmation 重复确认机票
FD09 Generating report 总报告
FD10 Greeting and ing guests 问候并欢迎客人
FD11 Group check in 团队登记
FD12 Guest location 客人方位
FD13 Handling confidential / screen call request 处理客人保密和筛选电话要求
FD14 Handling expected check out 处理预计离店客人
FD15 Handling guest enquiries and introducing facilities 处理客人查询并介绍店内设施
FD16 Handling in-house amenities 处理客人欢迎品
FD17 Handling late check-out request 处理延迟退房的要求
FD18 Handling message 处理留言
FD19 Handling plaints 处理投诉
FD20 Handling of pliments 处理客人致意
FD21 Handling wake-up calls requests 处理叫醒电话的要求
FD22 Key authorization 钥匙的授权
FD23 Lost & Found procedure 失物招领程序
FD24 Loss of safe deposit box key 保险箱的钥匙丢失的处理
FD25 munication Log Book 使用交班本
FD26 Preparation for guest arrivals 为客人到达做好准备
FD27 Printing arrival reports and registration cards 打印来客报告和登记卡
FD28 Registering a walk-in guest 散客登记
FD29 Registering guest with confirmed reservation 为确定的预订房间的客人登记
FD30 Room change procedure 调房程序
FD31 Safety deposit box 保险箱服务
FD32 Taking reservation 办理预定
FD33 Travel agency voucher 旅行社入住卷
DEPARTMENT : Front Desk
JOB TITLE : Guest Service Associate
部门:前厅部
职称:前台职员
TASK NO : FD 01
号码:
TASK : Awaiting room handling
工作职责: 等候房间(1 of 2)
EQUIPMENT REQUIRED : Opera Workstation
所需设备:工作台
WHAT TO DO
工作程序
HOW TO DO
操作明细
WHY
工作目的
Register for the guest.
为客人登记
Search for vacant dirty room.
在系统中找空房
Ask room controller for room cleaning
请房态控制员确认干净房间
Make registration for the guest according to the registration procedure.
为客人登记
If vacant clean room is not available immediately, search for vacant dirty room at first and call the Housekeeping to rush room