第1页共208页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共208页STANDARDOPERATINGPROCEDURES标准工作程序第2页共208页第1页共208页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共208页FrontOfficeDEPARTMENT前厅部礼宾部Concierge任务排列描述TaskNo:Description1.酒店门前工作hotelfrontdoorservice2.门童服务doormanservice3.旗帜升降raiseanddropflag4.出租车服务taxiservice5.专线车服务speciallinevehicleservice6.带房程序show-roomservice7.散客离店walk-indeparture8.团队入住teamchecking-in9.团队离店teamdeparture10.换房changeroom11.行李提取luggagepicking-up12.行李寄存luggageconsignation13.行李处理luggagehandling14.行李房luggageroom15.行李房管理managementofluggageroom16.行李房钥匙管理managementofthekeytoluggageroom第3页共208页第2页共208页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第3页共208页17.店外修理服务repairingservicefromoutsideofthehotel18.邮件管理mailmanagement19.邮包/挂号信投寄deliveryofpackage/registeredmails20.包裹/挂号信领取pickinguppackage/registeredmails21.报纸/邮件/留言的传送passageofnewspaper/mails/messages22.派送程序sending-offprocess23.车辆预订vehiclereservation24.内部用车vehicleuseagewithinhotel25.车辆维修vehiclerepair26.车辆加油vehicleoiladding27.日常工作daliywork28.车辆清洗carwashing29.行车记录recordofvehicleusage30.车辆月报告monthlyvehiclereport31.车辆钥匙管理managementofvehihclekeys32.车辆运作管理managementofvehicleoperation33.司机操作程序driver’soperationprocess34.机场送机airportsending-off35.机场接机airportpick-up36.穿梭巴士airportshuttle37.司机管理drivermanagement38.车匙及证件管理managementofcarkeysanddrivinglicenses39.车辆日常管理dailyvehiclemanagement接待Reception任务排列描述TaskNo:Description1.政策与程序policyandprocess2.电话礼仪telephonecourtesy3.接电话准则principleofansweringphone4.接听电话标准standardofansweringphone5.住宿登记管理managementofregisteration6.散客入住办理checking-inforwalk-ins7.团队入住checking-inforteam8.团队相关事项办理relatedprocessforteamthatchecksin9.老弱病残客人入住checking-infortheold,weak,silk,anddisable10.贵宾接待VIPreception11.住房押金deposit12.延住extension13.加床extrabed第4页共208页第3页共208页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第4页共208页14.换房roomchange15.日租房dailyrentroom16.免费房complimentaryroom17.自用房houseuse18.房价变更adjustmentofroomprice19.房价差异roompricedifference20.客房展示roomshow21.排房原则principleofroomarangement22.当日排房roomarrangementoftheday23.提前排房roomarrangementinadvance24.超额预订extrareservation25.留言message26.接送服务picking-up/sending-offservice27.回头客/长住客returnedcustermer/long-stayguset28.预离跟催paymentrequestbeforedeparture29.团体退房teamdeparture30.手工结账manualchecking-out31.信用卡核查creditcardcheck32.支票结算checkcheking-out33.账项分离accountanditemseperation34.付款凭证remittancecopy35.公司挂账chargetocompany’spendingaccount36.外币兑换foreigncurrencyexchange37.旅行支票兑换traveler’scheckdeposit38.账目拒付accountpaymentdenial39.团体费用漏账teampaymentomission40.散客漏帐walk-inpaymentomission41.客人投诉custermercomplain42.处理投诉的准则principleofhandlingcustermercomplain43.房间万能钥匙的管理managementofmasterkey商务中心BusinessCenter任务排列描述TaskNo:Description1.邮寄服务mailservice2.设备租赁服务equipmentretalservice3.文件装订documentbinding4.传真接收receivingfax5.代发传真服务sendingfax第5页共208页第4页...
