饭店前厅标准工作流程课件.docVIP

STANDARD OPERATING PROCEDURES 标 准 工 作 程 序 Front Office DEPARTMENT 前 厅 部 礼宾部Concierge 任务排列 描述 Task No: Description 酒店门前工作 hotel front door service 门童服务 door man service 旗帜升降 raise and drop flag 出租车服务 taxi service 专线车服务 special line vehicle service 带房程序 show-room service 散客离店 walk-in departure 团队入住 team checking-in 团队离店 team departure 换房 change room 行李提取 luggage picking-up 行李寄存 luggage consignation 行李处理 luggage handling 行李房 luggage room 行李房管理 management of luggage room 行李房钥匙管理 management of the key to luggage room 店外修理服务 repairing service from outside of the hotel 邮件管理 mail management邮包/挂号信投寄 delivery of package/registered mails包裹/挂号信领取 picking up package/registered mails报纸/邮件/留言的传送passage of newspaper/mails/messages派送程序 sending-off process车辆预订 vehicle reservation内部用车 vehicle useage within hotel 车辆维修 vehicle repair车辆加油 vehicle oil adding日常工作 daliy work车辆清洗 car washing行车记录 record of vehicle usage 车辆月报告 monthly vehicle report车辆钥匙管理 management of vehihcle keys车运作管理 management of vehicle operation司机操作程序 driver’s operation process机场送机 airport sending-off机场接机 airport pick-up穿梭巴士 airport shuttle司机管理 driver management车匙及证件管理 management of car keys and driving licenses车辆日常管理 daily vehicle management Reception 任务排列 描述 Task No: Description 政策与程序 policy and process 电话礼仪 telephone courtesy电话准则 principle of answering phone接听电话 standard of answering phone