【酒店资料】五星级酒店饭店前台SOP.docVIP

STANDARD OPERATION PROCEDURES 标准工作程序 RECEPTIONIST 前台接待  FRONT DESK GUEST SERVICE ASSOCIATE STANDARD OPERATING PROCEDURES Task No. Description Printing arrival reports and registration cards 23 Flight reconfirmation 打印来客报告和登记卡 重复确认机票 Blocking rooms for arrivals 24 Safety deposit box 房间预留 保险箱服务 Monitoring room status 25 Loss of safe deposit box key 掌握房间状况 保险箱的钥匙丢失的处理 Handling in-house amenities 26 Key authorization 客人欢迎品安排程序 钥匙的授权 Preparation for guest arrivals 27 Awaiting room handling 为客人到达做好准备 等候房间 Greeting and welcoming guests 28 Billing instruction handling 问候并欢迎客人 账目说明 Registering guest with confirmed reservation 29 Guest location 为确认预订的客人登记 客人方位 Registering a walk-in guest 30 Extension stay 散客登记 办理延住 Handling guest enquiries and introducing facilities 31 Cash deposit collection 处理客人查询并介绍店内设施 收取现金押金 Updating of guest information 32 Travel agency voucher 使客人信息现代化 旅行社入住券 11 Room change procedure 33 Check-in with TA voucher 调房程序 持旅行社入住卷入住程序 12 Group check in 34 How to handle guest complaint 团队登记 处理客人投诉 13 Bucket check