国际酒店前厅管理手册Front Office Reception-RM-FO-GS-08-01 Arrival Preparation

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-08-01Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Arrival Preparation预订宾客准备_OBJECTIVE目的：To ensure smooth registration and that guests requests are met为了保证客人顺利入住，满足客人要求POLICY政策：All

3、 arrivals are checked daily and necessary room allocations will be made prior to the guest arrivals.必须核对所有预抵客人预订，在客人预抵前安排合适房间。PROCEDURES 程序： 1. Next day arrival meeting will be hold by reservation department every day, Front Office前厅部, F&B must together with reservation department to review the foll

4、owing days arrival list i.e. arrivals before 11：00. Special attention must be given to such early arrival times for VIP, Regular, Marriott Reward Member and Long-staying guest and guests with special requests. If found, notification must be given to Housekeeping and a decision made to make the room

5、ready from the night before. The same notification must be given to Room Service and the Executive Office, so welcome amenities and welcome letters can be prepared for delivery early the following morning. 下午班的当班主管或指定的前台接待员，必须阅读第二天的预抵客人报表，并尽量为11:00点前到店的客人准备房间。要特别注意贵宾，回头客，万豪礼赏俱乐部顾客，常住客人以及有特殊要求的客人。如果有

6、需要特殊注意的客人，必须事先通知客房部准备好房间。要同时通知送餐部和行政办公室，以便准备客人欢迎礼品和欢迎信。2. The Supervisor on the morning shift or designated GSA must review the Arrivals Report as early as possible in the morning. All VIP, Marriott Rewards Member, Regular and Long-staying guests Rooms办公室 will be pre-allocated, taking into considera

7、tion any special requests in the reservations or in the guests profiles.第二天早班当班主管或指定的前台接待员必须尽早阅读预抵客人报表。所有贵宾，万豪礼赏俱乐部顾客，回头客和常住客人的房间必须事先分好同时要考虑到客人的喜好或要求。3. Using the Trace Report, all Rooms办公室 for guests with special requests, i.e. non-smoking room, extra bed, connecting Rooms办公室 etc. will be pre-alloc

8、ated to ensure the request is met when the guest arrives.阅读跟踪系统报表，所有有特殊要求的客人，例如：客人需要不吸烟楼层，房间内要加床，要连通房间等要求需要事先落实，保证在客人抵店时满足客人的要求。4. Reservations for VIP, Marriott Rewards, Regular, Long-staying guests and guests with special requests must be checked for their arrival time. Any early arrival, i.e. bef

9、ore 15：00, must be communicated to Housekeeping on the VIP list and Trace Report.有特殊要求的贵宾，万豪礼赏会员俱乐部顾客，回头客和一般客人必须核对客人抵店时间。15:00点前到店的客人要通知客房部并留跟踪信息给客房部。5. All VIP guests must be allocated Towers Rooms办公室 or Suites,所有VIP宾客都应被安排在最好的房间或套房内6. Reservations with requests for billing to company must be checked so necessary accounting back up is attached to the registration card.要求挂帐客人的预订必须核对是否有必要的酒店批准挂帐的材料附在登记卡后面。7. Group arrivals must be allocated Rooms办公室 on suitable floors depending on the occupancy level during the stay.