国际酒店前厅部前台接待—SP-RM-FO-REC-C306 车祸Automobile accidents

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：日期：

3、Task: Automobile accidentsCode:RM-FO-REC-C306任务：交通事故序号：RM-FO-REC-C306Standard:In case of automobile accidents on the hotel premises, all relevant details must be recorded properly and treated efficiently by the Guest Service Manager, to ensure both parties satisfaction is being met.标准：当交通事故发生在酒店区域内时

4、，宾客服务经理必须准确地记录相关细节并及时采取措施，以确保事件双方都满意。Procedures:When a guests car or car that a guest is traveling in is involved in an accident on the hotel premise, Guest Service Manager and Duty Security Officer will go to the scene immediately.An effort has to be made to get hold of all car owners.For the benef

5、it of the insurance companies involved, a sketch of the accident must be drawn, showing the position of the two vehicles on impact.In addition, Polaroid snapshots of the accidents should be taken if possible.An apology must be made to the guest, however no admission of liability must be made.If the

6、vehicle is damaged to the extent that it is not mobile, transport arrangements must be made for the guest.Log the incident in the Guest Service Managers Log, ensuring that contact addresses and numbers are available for follow up.The Front Office Manager is the only authorized person who will commun

7、icate with the owner following an accident and all correspondence must be dealt with in a similar manner.Any discussion regarding compensation where the hotel may have been at fault may not be discussed. This must be referred to the Executive Office.For hotel vehicles or if an associate is driving a guest vehicle, an Incident Report must be completed. 程序：如客人的或客人所乘坐的车在酒店的范围内发生交通事故时，当值宾客服务经理和保安主管人员要立即赶往现场。尽量请双方当事人留在现场。为了方便保险公司的调查工作，要画一张草图，标明两辆车相碰时的位置。另外，可能的话，拍一张快照。尽管酒店无需承担责任，但也要向客人表示歉意。如客人的车已损坏得无法开动，要帮助客人再安排车。在宾客服务经理值班日记上作事故记录，并记录肇事双方的联系方