酒店前台接待中英文标准操作流程.docVIP

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 welcoming 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 of complaints 处理投诉 FD20 Handling of guest compliments 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 Maintaining Communication 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 部门 ：前厅部 JOB TITLE : Guest Service Associate 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 Regi