Shangri-la_FO_SOP_香格里拉前厅部SOP-毕业论文（设计）.doc

f FRONT OFFICE MANUAL Page 1 of 5 (ROOMS DIVISION SHANGRI-LA INTERNATIONAL HOTEL MANAGEMENT LIMITED F14.12 Rooms Reservations F14.13 Restaurant Reservation Calls F14.14 After Office Hours Calls F14.15 Back-Up Procedures F14.16 Telephone Courtesy F14.17 Telephone Courtesy-Hotel Operator F14.18 Radio/Music/Video System F14.19 Complaint Calls F14.20 Voicemail F14.21 Unresolved Voicemails and Text Messages F15 SERVICE CENTER Introduction to the Concept of Service Centre Process Overview Organizational Chart Shift Duties Attending TO Telephone Calls Handling of Incoming Faxes Handling of Messages of Envelopes for In-House Guest Delivery of Faxes and Messages Handling Over between Shift Luggage Collection / Delivery Request Handling of Guest Complaints Equipment Set Up F16 CONCIERGE General Operation Guidelines Airport/Limousine Operation Guidelines Bell Service Operation Guidelines Concierge desk Operation Guidelines Porte Cochere /Valet Parking Operation Guidelines Concierge desk Set-Up Arrival /Departure Luggage and Stored Luggage Deliveries Record Guest Mail /Package and Special Delivery Handling Items Hold For Collection Luggage Storeroom Information –“What On” Flight Ticketing Services Massage Reservations Restaurant Reservations Newspaper Substitute Card Taxi Slips Transportation Arrangement F1 PREFACE F1.2 USING THE MANUAL Most information contained in the manual can be used regardless of location. However, it is recognized that there may be some areas where implementation may differ due to variance in size, legal codes and appropriateness to the local situation. Should particular areas of the procedures require to be adapted, the revisions should be added to the manual accordingly in the appropriate order. The Director of Rooms/EAM-Rooms is responsible for ensuring that contents are kept