星级酒店管理制度

STANDARDOPERATINGPROCEDURES标准工作程序FrontOfficeDEPARTMENT前厅部礼宾部Concierge任务排列描述TaskNo:Description1.酒店门前工作hotelfrontdoorservice2.门童服务doormanservice3.旗帜升降raiseanddropflag4.出租车服务taxiservice5.专线车服务speciallinevehicleservice6.带房程序show-roomservice7.散客离店walk-indeparture8.团队入住teamchecking-in9.团队离店teamdeparture10.换房changeroom11.行李提取luggagepicking-up12.行李寄存luggageconsignation13.行李处理luggagehandling14.行李房luggageroom15.行李房管理managementofluggageroom16.行李房钥匙管理managementofthekeytoluggageroom17.店外修理服务repairingservicefromoutsideofthehotel18.邮件管理mailmanagement19.邮包/挂号信投寄deliveryofpackage/registeredmails20.包裹/挂号信领取pickinguppackage/registeredmails21.报纸/邮件/留言的传送passageofnewspaper/mails/messages22.派送程序sending-offprocess23.车辆预订vehiclereservation24.内部用车vehicleuseagewithinhotel25.车辆维修vehiclerepair26.车辆加油vehicleoiladding27.日常工作daliywork28.车辆清洗carwashing29.行车记录recordofvehicleusage30.车辆月报告monthlyvehiclereport31.车辆钥匙管理managementofvehihclekeys32.车辆运作管理managementofvehicleoperation33.司机操作程序driver’soperationprocess34.机场送机airportsending-off35.机场接机airportpick-up36.穿梭巴士airportshuttle37.司机管理drivermanagement38.车匙及证件管理managementofcarkeysanddrivinglicenses39.车辆日常管理dailyvehiclemanagement接待Reception任务排列描述TaskNo:Description1.政策与程序policyandprocess2.电话礼仪telephonecourtesy3.接电话准则principleofansweringphone4.接听电话标准standardofansweringphone5.住宿登记管理managementofregisteration6.散客入住办理checking-inforwalk-ins7.团队入住checking-inforteam8.团队相关事项办理relatedprocessforteamthatchecksin9.老弱病残客人入住checking-infortheold,weak,silk,anddisable10.贵宾接待VIPreception11.住房押金deposit12.延住extension13.加床extrabed14.换房roomchange15.日租房dailyrentroom16.免费房complimentaryroom17.自用房houseuse18.房价变更adjustmentofroomprice19.房价差异roompricedifference20.客房展示roomshow21.排房原则principleofroomarangement22.当日排房roomarrangementoftheday23.提前排房roomarrangementinadvance24.超额预订extrareservation25.留言message26.接送服务picking-up/sending-offservice27.回头客/长住客returnedcustermer/long-stayguset28.预离跟催paymentrequestbeforedeparture29.团体退房teamdeparture30.手工结账manualchecking-out31.信用卡核查creditcardcheck32.支票结算checkcheking-out33.账项分离accountanditemseperation34.付款凭证remittancecopy35.公司挂账chargetocompany’spendingaccount36.外币兑换foreigncurrencyexchange37.旅行支票兑换traveler’scheckdeposit38.账目拒付accountpaymentdenial39.团体费用漏账teampaymentomission40.散客漏帐walk-inpaymentomission41.客人投诉custermercomplain42.处理投诉的准则principleofhandlingcustermercomplain43.房间万能钥匙的管理managementofmasterkey商务中心BusinessCenter任务排列描述TaskNo:Description1.邮寄服务mailservice2.设备租赁服务equipmentretalservice3.文件装订documentbinding4.传真接收receivingfax5.代发传真服务sendingfax6.长途电话代拨long-distancephonecall7.打字服务typingservice8.复印服务copyservice9.翻译服务translationservice房间预定RoomReservation任务排列描述TaskNo:Description1．电话促销telephonepromotion2．电话预订telephonereservation3．传真预订faxreservation4．团体预订teamreservation5．订房确认roomreservationconfirmation6．担保预订guaranteedreservation7．房价确认confirmationofroomprice8．订房婉拒refusalofroomreservation9．预定未到bookedyetnotarrived10．订房变更reservationchange11．订房取消reservationcancel12．预订审核reservationcheck总机Operator任务排列描述TaskNo:Description1.接电话礼仪telephonecourtesy2.来电应答标准phoneansweringstandard3.客房电话转接connectingphonecall4.电话转接准则principleofconnectingphonecall5.内部电话处理internalphonehandling6.客人信息查询guestinformationinquiry7.电话号码查询phonenumberinquiry8.叫醒服务morningcallservice9.留言服务messageservice10.免打扰服务nodisturbanceservice11.客人动向信息guestinformation12.保密服务keepingconfidentiality13.紧急电话emergencycall14.电话系统故障barrierofphonesystem主题：酒店门前工作Subject:hotelfrontwork参考号：FO-CON-001Ref:FO-CON-001目的OBJECTIVE细化酒店门前的各项工作，维护酒店的星级门面形象Detaileverytasktomaintainhotelimage流程PROCEDURES1．门僮应认真准备好客人到达酒店时如何致意欢迎。如打开客人的车门时可以说：“欢迎您光临雅阁酒店”Doormanpreparestogreettoguests,likesaying“welcometoArgyleHotel”whenheopensthedoorforthem2．作为门僮，平素要注意研究门前车辆的调度，熟悉各种车辆的停车、开门、关门、起动等四个动作和走车路线等。尤其是白昼、夜间、晴日、雨天以及人多杂乱时的各种不同情况。Asadoorman,payattentiontovehiclefleet,befamiliarwiththefourmovements(parking,openingdoor,closingdoors,moving)anddrivinglinesofeveryvehicle,esp.differentsituationsduringdaytime,nighttime,sunnyday,rainyday,orcrowdeddays.3．门僮对出租车司机要亲切、热情。处理好人际关系对于酒店的宣传极其重要。情况允许时，可告诉司机酒店客人的用车需要，并随时掌握酒店出租车的车辆情况。Doormanshouldbekindandwarmtotaxidrivers.Dealwithrelationshipwelltointroducehotel.Withallowance,doormancantelldriversvehicleneedsandgetsometaxiresourceinformation4．客人乘车到达酒店时，门僮要注意下列顺序：Whenguestarriveshotelbycar,doormanshouldpayattentionto:a)指挥车辆停在适当位置。Guidevehicletoparkatproperplace.b)注意车辆前后左右的安全。Payattentiontothesafetyofthevehicle’sneighbourhood.c)客人做好下车准备再开车门,尤其对女客、儿童要格外小心。Getreadytoopendoorsforguests,esp.womenandchildren.d)使用恰当、得体的语言表示欢迎。Welcomeguestswithproperlanguage.e)清点行李的种类件数。Countluggagenumber.f)注意安全，关好车门。Closethedoorofthevehicleandpayattentiontosafety.g)指挥车辆离开Guidevehiclestoleave.h)最好不替司机、客人保管车钥匙（必要时除外）。Doormanshouldbetternotkeepkeysfordriversandguests(unlesshehasto)5．由于司机经常向门僮或行李员、服务员等询问诸如车场、车库路线、到名胜古迹或大厦公司的路线、地址等问题，因此有关人员日常对此要有所研究。Asdriversoftenasksforparking,drivinglinestoplacesofinterests,doormanshouldbefamiliarwithdifferenttrafficinformation.6．召开大型宴会时，酒店一般事先发放停车证及车号，调度车辆时使用扬声器呼唤客人姓名、公司名称、车号等。在杂乱的大型停车场，还可酌情使用麦克风、手提式步话机等。Hotelwouldhandoutparkingcertificateandseriesnumberto