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目录
CATALOGUE
第一章前厅部组织结构图
ORGANIZATIONCHART1
第二章前厅部岗位职责
POSITIONRESPONSIBILITIESOFF.ODEPARTMENT2-23
2.1前厅部经理F.OManager2
2.2前厅部秘书F.OSecretary3
2.3大堂副理AssistantManager4
2.4前台接待经理ReceptionManager6
2.5前台接待员Receptionist7
2.6预订员ReservationClerk9
2.7总机督导OperatorCaptain11
2.8总机话务员Operator12
2.9首席礼宾司ChiefConcierge13
2.10迎宾员Doorman14
2.11行李员Bellman16
2.12商务中心督导B.CCaptain17
2.13商务中心文员B.CClerk18
2.14商场经理GiftShopManager20
2.15商场员工Seller21
2.16医务室医生Infirmarytor22
第三章前厅部各岗位操作程序
F.ODEPARTMENTSTANDARDOPERATIONPROCEDURE
第一节前厅部各岗位每日工作内容
F.ODepartmentCheckList24-39
3.1.1前厅部经理F.OManagerCheckList24
3.1.2大堂副理AssistantManager25
3.1.3前台接待经理ReceptionManager27
3.1.4总机/商务中心督导Operator/B/CCaptain29
3.1.5首席礼宾司ChiefConcierge30
3.1.6预定员Preservationist31
3.1.7前台接待Receptionist32
3.1.8礼宾员Concierge35
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/CClerk39
第二节前台程序与标准
F.OStandardOperationProcedure40-73
3.2.1受理电话预订RoomReservationbyCalling40
3.2.2传真、信函订房RoomReservationbyFax、Letter41
3.2.3来店预订操作RoomReservationontheSpot42
3.2.4变更预订的处理BookingAmendment43
3.2.5散客入住程序FITCheck-in44
3.2.6散客离店程序FITCheck-out46
3.2.7残疾人接待程序HandicappedCheck-in48
3.2.8团队入住GroupCheck-in49
3.2.9团队离店GroupCheck-out50
3.2.10长住客人接待服务Long-stayingGuestsService51
3.2.11更换长住客人房卡Long-stayingGuestsRoom-keyChange52
3.2.12宾客推迟离店DelayCheck-out53
3.2.13处理双锁门开双锁门RoomDoubleLock54
3.2.14贵重物品寄存HandingSafeDepositChanging55
3.2.15调换房间/调整价格Room/RateChanging56
3.2.16处理折扣HandletheRebateChanges58
3.2.17房间异常报告处理RoomDiscrepancyReport59
3.2.18行政楼层客人接待ExecutiveFloorGuestArrival61
3.2.19行政楼层客人离店ExecutiveFloorGuestDeparture62
3.2.20客房没有准备好RoomnotReadyonArrival63
3.2.21处理宾客留言Messagehandling64
3.2.22查询客人房号RoomNumberInquire65
3.2.23总台物品转送Guest’sArticlesSend/Transfer66
3.2.24VIP信息更改VIPinformationChange68
3.2.25办理房间房租变更手续RoomChargeChanging69
3.2.26房间分配RoomAllotment70
3.2.27房间钥匙管理Room-keyManagement72
3.2.28建立客史档案SetupGuest’sHistory73
第三节大堂副理程序与标准
AssistantManagerStandardOperationProcedure74-84
3.3.1贵宾入住VIPCheck-in74
3.3.2接待重要团队宾客VIPGroupCheck-in77
3.3.3展房/介绍酒店ShowRooms/HotelTours78
3.3.4处理宾客投诉ComplainHandling79
3.3.5处理宾客遗留物品HandlingGuest’sPropertiesLeftBehind80
3.3.6处理宾客房门锁失灵RoomlockOutOfOrderHandling81
3.3.7突发事件的处理步骤Urgent/AccidentHandling82
3.3.8处理宾客拒付电话费HandlingtheRefusaltoPaymentforTelephone84
第四节礼宾部程序与标准
ConciergeStandardOperationProcedure85-102
3.4.1迎宾员DoorManStandardOperation85
3.4.2行李员BellManStandardOperation88
3.4.3处理宾客邮件、信件Guest’sPostalItems、LettersHandling95
3.4.4处理宾客物品转交Guest’sArticlesTransfer96
3.4.5一、二楼公共区域寻人服务PublicAreaPagingService97
3.4.6客人行李寄存服务Guest’sLuggageStoreService98
3.4.7提供出租车服务CarRentalService99
3.4.8委托代办服务ConciergeService100
3.4.9资料收集及整理DataCollectandArrange101
第五节总机程序与标准
OperationStandardOperationProcedure103-110
3.5.1接转内外线电话PhoneCallConnectingandExchanging103
3.5.2处理直拨长途电话LongDistanceCallService104
3.5.3前厅部总机免打扰服务DoNotDisturbCallService105
3.5.4叫醒服务Wake-upService106
3.5.5电话咨询服务TelephoneInformationService107
3.5.6电话寻人服务PagingServicebyTelephone108
3.5.7发布天气报告WeatherForecastService109
3.5.8话务台维护与保养MaintenanceofA.B.EEquipment110
第六节商务中心程序与标准
BusinessCenterStandardOperationProcedure111-120
3.6.1接收传真FaxReceiving111
3.6.2接收客人委托向外发出传真FaxSending112
3.6.3提供打字服务TapingService114
3.6.4复印服务CopyingService115
3.6.5代办快件MailExpressService116
3.6.6提供翻译服务TranslationService117
3.6.7提供文件装订服务BindingService118
3.6.8提供电话服务PublicTelephoneService119
3.6.9商务中心设备维护及保养MaintenanceofB\CEquipment120
第七节商场程序与标准
GiftShopStandardOperationProcedure121-124
3.7.1零售商品进货制度StockwithGoods121
3.7.2商场换货服务HowtoHandlingGuestChangingGoods122
3.7.3售后服务AfterSaleService123
第四章前厅部各项管理制度
F.ODEPARTMENTMANAGEMENTSYSTEM125-147
4.1前厅部行为规范TheF.ODeptStaffBehaviorStandard125
4.2前厅部各岗位规章制度TheF.ODeptRegulationSystem129
4.3总台考核条例EvaluationRulesofFrontDesk133
4.4礼宾部考核条例EvaluationRulesofConcierge136
4.5商场考核条例EvaluationRulesofGiftShop139
4.6商务中心考核条例EvaluationRulesofBusinessCenter144
4.7总机考核条例EvaluationRulesofOperator146
第五章前厅部各部门运转表格
F.ODEPARTMENTOPERATEFORM148-185

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