国际酒店前厅管理手册Front Office Reception-RM-FO-GS-05-04 Wake up call Service

1、国际酒店前厅部操作手册前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LO

2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS-05-04Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Wake Up Call Service 客人叫醒服务_OBJECTIVE目的：Requests for wake up calls must be handled with careful attention客人叫早服务必须谨慎处理POLICY政策：To

3、ensure correctly and promptly wake up service.保证为客人提供正确满意的服务。PROCEDURES 程序： 1. Requests for wake up calls made at the Reception must be carefully logged on the daily wake-up call sheet, with room number and wake up time.在前台接受客人叫早信息时，必须将房间号码和叫早时间准确记录在叫早服务记录单上。2. The requested time and room number mus

4、t be repeated to the guest for confirmation向客人重复叫早信息以确认信息正确。3. The details must be written clearly and readable without any risk of misunderstandings记录单上的字迹要清晰准确，以免他人误解。4. The requests must not be noted on loose notes, registration cards etc 不得将叫早内容随意记录在便签或登记卡上。5. Inform DTS GSA to follow wake up ca

5、ll arrangement.通知为您服务中心跟进叫早服务。6. Night shift GSA must double confirm all the wake up call with DTS.夜班前台员工必须和乐意服务中心再次核对所有由前台通知的叫醒服务。7. The wake up call sheet must be forwarded to DTS, where all requests will be verified in the system.为您服务中心负责核对所有叫早信息。Reviewed by 审核人: Approved by 批准人: _ Division Head部门主管