国际酒店前厅前台操作程序手册-SOP Rec 49 Handling wake up calls

1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 49TASK: Handling wake up callsEQUIPMENT REQUIRED设备要求:WHAT TO DO要做什么HOW TO DO如何去做WHY为什么Verify both

2、 room number and guest name.Write down details.Restate the details.To make a copy and distribute to operator before afternoon shift end.Informed Telephone OperatorAlways check information by key in room number and verify name of guest.To write down the details on front desk morning call record sheet

3、: Guest name, Room number, Wake up call time, taken byReconfirm with guest both times and date.“ Mr. Tan, may I confirm with you that your wake up call will be at 7:00am tomorrow, is that correct? Would you like us to send a cup of coffee or tea to your room after wake you up?” Write down received b

4、y whom on the original sheet.Make remark on the guest who order room service for next morning Room Service Dept. to follow up.Informed Telephone Operator and noted down the name of received operator on the front desk morning call sheet.To ensure that the right guest receives the wake up call.Write o

5、n the paper to remember and this list will be passed to operator.To check if all facts are right, because we want to consistent in our service, we will make guest satisfaction a key driver of our business, do more for our guests, offer tea and coffee is to delight our guest.To ensure operator get the wake up calls sheet and guest receiving the service on time.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理SIGNATURE/DATE签名/日期DE