酒店前台部操作手册.doc

前厅部部门岗位职责说明FRONT OFFICE DEPT. JOB DESCRIPTION部门DEPARTMENTFront Office 直接上司REPORTING TO Chief Purser职位POSITION Asst. Chief Purser直辖下属SUBORDINATEPurser职级JOB LEVEL编号REF NO.涉及部门 RELATIONSHIPS:-All Front Office Personnel-Housekeeping Personnel-F&B Personnel-Accounting Personnel-House Guests工作概述 JOB SUMMARY:Assist the Chief Purser to monitor all aspects of daily operation related to the Executive Floor. Supervise pursers and enhance first class service are rendered to all club guests. Coordinate with other sections and departments to maintain standards of Executive Floor, both in service and function.工作职责 DUTIES REPONSIBILITIES:1. Assist the Chief Purser to supervise the check-in and check-out of guests at Executive Floor and make sure the service is efficient and accurate.2. Responsible for the daily operation of Executive Floor while the absent of the Chief Purser.3. Ensure all guests needs or requests are followed up by staff and guests are aware of the feedback.4. Ensure appropriate supervision extended to Executive Floor staff in maintaining first class service provided to the guests.5. Follow-up on all outstanding assignments on the logbook and take actions accordingly.6. Supervise the daily pre-allocating rooms for all Executive Floor guests and personally to have physical check of the rooms to make sure all amenities and set-up are arranged and delivered in the room before guest arrival.7. Maintain a friendly, neat and pleasant image to guests, and ensure guests special requests are met.8. Assist the Chief Purser in organizing and conducting training for staff. 9. Evaluate the standard and performance for the Pursers from time to time and remind them on common errors on their work.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE28前厅部部门岗位职责说明FRONT OFFICE DEPT. JOB DESCRIPTION部门DEPARTMENTFront Office 直接上司REPORTING TO Chief Purser职位POSITION Asst. Chief Purser直辖下属SUBORDINATEPurser职级JOB LEVEL编号REF NO.10. Ensure the tidy and cleanliness of the lounge and kitchen areas to provide good environment for the guests and meet the Hygiene standard.11. Uplift the morale and soothe the grievance of all staff.12. Assist the Chief Purser in any actions of minimizing cost at the Executive Floor.13. Assist the Chief Purser in monthly business report and submit to related department accordingly.14. Perform all duties, other than the above as requested by the hotel, company policies and/or his/her direct supervisor.15. Always conduct your job with concern for the environment and its resources. Where practical and possible, REDUCE use of items, RE-USE whenever possible, and RECYCLE those items that can be.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE前厅部部门岗位职责说明FRONT OFFICE DEPT. JOB DESCRIPTION部门DEPARTMENTFront Office 直接上司REPORTING TO Front Office Manager职位POSITION Asst. Front Office Manager直辖下属SUBORDINATEAll Section Heads职级JOB LEVEL编号REF NO.涉及部门 RELATIONSHIP:-Front Office Manager-All other Division/Department Heads-Front Office Personnel-Hotel Guests工作概述 JOB SUMMARY:Assist Front Office Manager to make sure Front Office daily operation and services to hotel guests are up to standard through effective management and to ensure the maximum possible occupancies are attained to meet forecast budget figures. Be responsible for departmental daily operation in the absence of Front Office Manager.工作职责 DUTIES RESPONSIBILITIES:1. Ensure achievement of departments profits:-operate within annual budget an prepare reports on financial and operational matters to superior with comments on variance figures as required.-control and analyze departmental costs to ensure performance is within budget.2. Maximize revenue:-optimize utilization of rooms.-control group and individual travelers reservations.-ensure a balanced mix to keep in line with room grades.-encourage to up-sell hotel rooms to maximize revenue and occupancy.3. Ensure provision of effective Front Office Services:-monitor and supervise Front Office operations closely and provide help as requested by various sections of the department.-maintain appropriate standards of conduct, dress, hygiene, appearance, uniform and behaviors of departmental employees.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE4 前厅部制度与程序 FRONT OFFICE POLICY & PROCEDURES前厅部部门岗位职责说明FRONT OFFICE DEPT. JOB DESCRIPTION前厅部部门岗位职责说明FRONT OFFICE JOB DESCRIPTION部门DEPARTMENTFront Office 直接上司REPORTING TO Front Office Manager职位POSITION Asst. Front Office Manager直辖下属SUBORDINATEAll Section Heads职级JOB LEVEL编号REF NO.4. Maintain goodwill with guests:-resolve their complaints and offer help.-welcome VIP guests upon arrival and make inspection of VIP rooms before arrival.-maintain better relationship with related government offices.5. Maintain set standards of hotels room facilities and condition.6. Ensure operational efficiency of department:-guide sections and key subordinates to follow direction set up by Front Office Manger or hotel.-update and improve on existing procedures and standards to ensure all those are followed up by staff. -develop, motivate and evaluate key subordinate and oversee training requirements.-attend section meetings when is available.-guide whole department to achieve the set Performance Development Review of the Hotel.7. Identify employee training needs and then conduct or monitor appropriate training.8. Consider departmental energy conservation.9. Perform all duties, other than the above as requested by hotel management.10. Ensure staff when performing their duties is in accordance with hotels Guiding Principle.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE 制度 POLICYGuest Room Number Disclosure 编号REF CODE 执行职位 POSITION RESPONSIBLEAll Front Office Personnel涉及部门DEPARTMENTCONCERNEDAll F/O Sections目的OBJECTIVE:The intention of this policy is for security reason and/or to protect the privacy of all hotel guests. 执行程序PROCEDURES:1. Under no circumstances shall any hotel employee reveal any occupied guest room number and /or guests identity unless the person requesting is authorized to do so or with the explicit permission of the guest.2. If for any reason, the person requesting for the room number is a person in authority(PSB),the matter must be immediately referred to the Assistant Manager and/or the Executive On Duty who shall handle the case discretely.3. Any insistent request for guest room number and/or guest identity must be referred to the Assistant Manager.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE 制度 POLICYConfidential Status Guest 编号 REF CODE 执行职位 POSITION RESPONSIBLEAll Front Office Personnel 涉及部门DEPARTMENT CONCERNEDAll F/O Sections 目的OBJECTIVE:Occasionally, guests travel on a special business mission. And for their convenience and comfort, the hotel has established this policy to accommodate their request and classify them as “Confidential Status” guests.执行程序PROCEDURES:1. “Confidential Status” shall mean to be “Not Registered”, either for the entire stay of the guest or for a partial duration.2. Upon receiving the guests request, the F/O Agency shall explain the situation of “Confidential Status” (Not Registered) and shall ask for the duration of said status.3. Once agreed, the F/O Agency shall take the guest name and room number, immediately key into the computer system “Confidential Status”(key in “Confidential” after guests surname.) And Shall likewise inform the Telephone Operator to double ensure that mistake is avoided.4. The F/O Agency confirms to the guest that his/her stay is now on “Confidential” Status.5. No any telephone call to be allowed to be transferred to guests room during the period under “Confidential Status”, unless agreed by the guest himself/ herself under some particular reason.6. Assistant Manager should be called to handle the unexpected insistence if any.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE 制度 POLICYAnswering of Telephone Calls 编号 REF CODE 执行职位 POSITION RESPONSIBLEAll Front Office Personnel 涉及部门DEPARTMENT CONCERNEDAll F/O Sections目的OBJECTIVE:To ensure all internal and external telephone calls are to be handled in a professional manner.执行程序PROCEDURES:Answering outside calls:a. Operator are not to use their names.b. Use a greeting and the full name of the Hotel.c. Offer assistance.“Good afternoon. Hotel. May I help you?”d. Listen carefully to the callers request.e. Connect the call by acknowledging the end of the conversation with your action and a courtesy.“ One moment please, Ill connect your call. Thank you for your calling”Note: Be sure the connection is made after you completed your sentence.1. Answering inside calls:a. Standard greeting.b. Identify yourself as: “Hotel Operator”.c. Give your name.d. If name display, address caller by name.e. Offer assistance.2. Answering ring back to console:Standard : A “ring back to console” when no answer, requires to be set at no more than six rings.a. For a ring back to console call, the operator should always offer alternatives:For Hotel Guest Offer to take message Or Offer to connect to voice mail, if applicable.For Administrative Staff : Offer to locate someone else who could be of assistance .b. Take message for administrative staff should be kept to a minimum ,i.e. after hours.3. Standarda. All calls must be answered as soon as possible , within three rings, in a clear and courteous voice.b. Anyone with a designated extension should answer their own calls.c. When an unattended telephone rings, the call pick up function must be used.d. If your phone rings and you are with someone, excuse yourself and attend to the call.e. When conversing with a guest his/her name should be used whenever possible throughout the conversation.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE35 制度 POLICYAnswering of Telephone Calls 编号 REF CODE 执行职位 POSITION RESPONSIBLEAll Front Office Personnel 涉及部门DEPARTMENT CONCERNEDAll F/O sections4. Answering your line:a. standard greeting(Good Morning / Afternoon / Evening).b. Give the name of your Department / Division.c. Give your name.d. Offer assistance: “May I help you?”“ Good morning .Reception. Dianas speaking . May I help you?”5. Answering someone elses line:a. Standard greeting.b. Identify the office or department .c. Give your name.d. Offer assistance or take a message.e. If callers name not clear , ask for spelling.“ Good afternoon, Ms. Tans office. This is Jenny , May I help you?”“Ms. Tan is presently out of the office, may I take a message for her?”6. Placing a caller on “Hold”:a. Use the word “Wait” not “Hold”.b. Ask permission and acknowledge guests response.“Will you please wait a few minutes. Mr. Lee.” “Thank you”.7. Returning to the waiting call by the person who originally answered the call:a. If guests name is known , use it during the conversation.b. Always thank the caller for waiting.c. Offer assistance to take a message.“Mr. Lee, thank you for waiting. Ms. Tan is not in her office. May I take a message for her?”8. Returning to the waiting call by the individual who is asked for by the caller:a. Always thank the caller.b. Give your name.c. Offer assistance.“Thank you for waiting, this is Diana Tan, may I help you?”9. Transferring a call:a. Tell the caller you are transferring his/her call.b. Announce to receiving party the incoming call.c. Stay on the line until the connection has been made.“Mr. Soon, I am transferring your call to Ms. Tan, One moment please.”“Mr. Soon, I have Ms. Tan on the line. Go ahead please.”政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE36前厅部制度与程序 FRONT OFFICE POLICY & PROCEDURES 制度 POLICYAnswering of Telephone Calls 编号 REF CODE 执行职位 POSITION RESPONSIBLEAll Front Office Personnel 涉及部门DEPARTMENT CONCERNEDAll F/O sections10.Screening of calls:a. With very few exceptions, i.e. the General Manager Office, calls should not be screened.b. “Interrogating” a caller is unprofessional, discourteous could result in the loss of business.c. If the caller has had an unpleasant experience they do not wish to repeat themselves to numerous people before reaching the person the call was intended for sensitivity to such calls is of utmost importance.d. Should the situation require the call to be screened.“May I know who is calling.Thank you, Mr. Soon, Please wait, I will connect you now.”11.Ending a conversation:a. Always thank the caller.b. Use the callers name whenever possible.c. Let the caller know you are happy to assist.d. End every conversation with courtesy and a “good-bye”.“Thank you for calling, Mr. Soon, We are pleased were able to assist. Have a pleasant day/ evening. Good-bye.” 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE前厅部部门岗位职责说明FRONT OFFICE DEPT. JOB DESCRIPTION部门DEPARTMENTFront Office 直接上司REPORTING TO Front Office Manager职位POSITION Assistant Manager直辖下属SUBORDINATEGuest Relation Officer职级JOB LEVEL编号REF NO.涉及部门 RELATIONSHIPS:-All Hotel Personnel / Staff -Hotel Guests-External Authorities工作概述 JOB SUMMARY:Shall be primarily responsible in representing the management in all operational activities / matters taking into consideration the line of authority prescribed as an Assistant Manager.工作职责 DUTIES RESPONSIBILITIES:1. Provide efficient and excellent customer service.2. Review rooms availability status, rooms blockage and special requests on a daily basis, especially for VIPs, working closely with Reception, and liaise on all groups and FIT movements for the day.3. Assist Reception in welcoming and escorting VIPs to their rooms and handle their in-room-registration.4. Handle guest complaints and response within reasonable & appropriate time.5. Play KEY ROLE in Emergency cases.6. Log down all activities happened in hotel at Assistant Managers Logbook to provide clear and accurate information to hotel management. Review Assistant Managers Logbook daily to monitor all activities.7. Handle guests credit after office hour or on holidays in accordance with related policies.8. Supervise all front of the house staff and monitor their performance.9. Familiarize with all hotel policies and procedures as well as current promotional packages.10. Participate morning briefing daily and inform Front Office Manager on guests complaint or other incident. To prepare incident report for management reference when necessary.11. Patrol the immediate property areas several times a day and make sure that everything is in order.12. Greet guests as time permits at lobby and assist sections during busy period.13. Perform night duty and prepare Room Revenue Report and other reports accurately / correctly for management.14. Inform Housekeeping and Engineering Departments for any defect in the hotel premises.15. Entertain guests when necessary.16. Carry out the repairing of the malfunctioning lockset of guestrooms as well as the maintenance.17. Provide first Aid box service when requested. Accompany guest to the hotel clinic service and to arrange ambulance or transport on emergency cases.18. Shall perform after duties that many be assigned by supervisors and is expected to extend working time whenever necessary.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE制度POLICYBusiness Center Library编号REF CODE执行职位POSITION RESPONSIBLEBusiness Center ClerkAssistant Manager涉及部门DEPT.CONCERNEDF/ O PersonnelAll Department目的OBJECTIVE:This policy shall help not only business guests, but rather encourage the other in house guests or patrons.执行程序PROCEDURES:1. All the books, materials, magazines received must be logged on the logbook and to be labeled with serial number.2. The library materials shall be placed and displayed in conspicuous place inside the Business Center, but must not pose as a distraction to other guest.3. The Business Center Supervisor shall regularly and periodically replace all or renew the daily publications in order to keep an update of materials provided to guests.4. Hotel guests are allowed to read or view the materials only during operation hours and are discouraged from borrowing or taking out due to its limited availability.5. Only with the approval of Business Center Supervisor, the books or the materials could be taken out of the Business Center. Business Center Clerk should make a proper record on the Business Center material Rental Logbook and guests should sign on the form.6. The B.C. Supervisor , B.C. Clerk shall ensure that all materials on the library shelves are clean and free from dust at all times. 政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE制度POLICYBusiness