国际酒店前厅部前台接待—SP-RM-FO-REC-C207 夜间值班Overnight duties

1、酒店管理之家国际酒店前厅部前台接待服务程序前台是展示公司的形象、服务的起点。对于客户来说，前台是他们接触我们公司的第一步，是对公司的第一印象，是非常重要的。烟花美文网小编整理了公司前台接待的工作流程，希望大家有所收获!前台接待，又叫“行政前台”，与“行政后台”对应，归属公司行政部管辖，它是现代企业典型职位之一，属于面向于公司外部的公司门面，代表着企业的形象，必须形象气质佳，由于此岗位需要值班，不得脱岗，故此职位人数最低不得少于2人；大多数企业通常会依人员流动性提供周期性内调的规定。其通常主要负责客户的来访及登记、电话转接等事务，迎候来宾、判断来宾意向并与接待、办理相关手续、接听来电、回访常见问

2、题。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。使前厅部运营及管理手册格式化，以便于更正、修改。Standard & Procedure 国际酒店前厅部流程标准与程序Position: Guest Service Manager 职位：宾客服务经理Department: Front Office-ReceptionDept. Head: 部门：前厅部-前台部门经理：GM Approval: Date: 总经理批准：日

3、期：Task: Overnight dutiesCode: RM-FO-REC-C207任务：夜班程序序号：RM-FO-REC-C207Standard:Overnight Guest Service Manager will be responsible for the hotel operation during night. All reports must be prepared accurately and professionally. 标准：夜班宾客服务经理负责酒店夜间的正常运作。准确，专业地准备夜班报表。Procedures:During the night Guest Ser

4、vice Manager is in charge of the hotel and responsible for all the activities within the hotel during this time.Report for duty 15 minutes prior to start of shift.Receive hand over from afternoon shift.Follow up in log book/trace report.Review balance of Expected Arrival.Handling No Shows.Review roo

5、m status.Print room status.Print night reports.Check Permanent folio.Check due out and discrepancy report.Check interface lost posting.Balance room rate variance report.Run system night audit according to established procedure.Conduct hotel inspections as per check list.Regularly check so associates

6、 are awake and alert in their duty areas.Check expected arrival and assign rooms for early arrivals.Update notice board.Print morning reports.Verify Managers Report.Inspect lobby and driveway for cleanliness regularly.Complete log book for hand over to morning shift.程序：夜班宾客服务经理负责管理酒店内所有夜班事务。提前15分钟到岗。与中班交班。跟进工作记录本信息/跟踪报表。处理预抵客人预订。处理未到预订。查询房态。打印房态报表。打印夜班报表。检查永久帐单。处理预离房间和房间差异。检查