酒店前厅部标准手册操作程序(中英文对照).doc

STANDARD OPERATING PROCEDURES 标准操作程序 POLICY NO. SUBJECT 编号 标题 FO-DM-001 Duty Check List 工作检查表 FO-DM-002 Bomb Threat炸弹威胁 FO-DM-003 Car Accident交通事故 FO-DM-004 VIP Check in 重要客人入住 FO-DM-005 Accident – Guest 意外—客人 FO-DM-006 Guest Complaints and Disputes 客人抱怨和争执 FO-DM-007 Request for Doctor/ Hospitalization 求医要求/住院治疗的要求 FO-DM-008 Fights 争斗 FO-DM-009 Fire 火灾 FO-DM-022 Lost Found 丢失和发现 FO-DM-024 Safety Box 保险箱 FO-DM-028 Incoming Faxes/ Email at night time 夜间接受传真/电子邮件 FO-DM-030 Valuables 贵重物品保管 FO-DM-031 Guest Birthday 客人生日 FO-BC-002 Incoming faxes 接收传真 FO-BC-005 Meeting Room Rental 会议室租用 FO-BC-006 Outgoing Fax 发送传真 FO-BC-007 DHL / EMS/ Courier Services DHL 特快专递 FO-CON-002 Baggage Service for Arrivals 行李抵达服务 FO-CON-003 Baggage Service for Departure 行李离店服务 FO-CON-004 Baggage Service for group Arrivals 团队行李抵达服务 FO-CON-005 Baggage Serviceforg roup Departure 团队行李离开服务 FO-CON-006 Baggage Storage 行李贮存服务 FO-CON-007 Brochures, Maps and Directions 指引册，地图，导游册 FO-CON-008 Flags 旗帜 FO-CON-009 All Incoming Items 所有收入条款 FO-CON-010 Newspapers 报纸 FO-CON-011 Outgoing Items 外送物件 FO-CON-013 Rooming Guest 陪同客人进房间 FO-CON-014 Shuttle Bus 班车 FO-CON-015 Outdated mail, faxes and parcels 过期的邮件，传真和包裹 FO-CON-016 Paging Service 呼叫服务 FO-CON-017 postal express service 邮政快递服务 FO-CON-018 Taxi booking and arrangement 出租车预订及安排 FO-CON-019 Trolley 手推车服务 FO-CON-020 Umbrella 雨伞服务 FO-CON-AR-001 Airport send off 机场送行 FO-CON-AR-002 Airport Pick Up 机场接客