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第1页共83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83页STANDARDOPERATIONPROCEDURES标准工作程序RECEPTIONIST前台接待第2页共83页第1页共83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83页FRONTDESKSTANDARDOPERATIONPROCEDURETaskNo.DescriptionFD01Awaitingroomhandling等候房间FD02Billinginstructionhandling账目说明FD03Blockingroomsforarrivals房间预留FD04Bucketcheck检查登记卡FD05Cashdepositcollection收取现金押金FD06Check-inwithTAvoucher持旅行社入住卷入住程序FD07Extensionstay处理延住FD08Flightreconfirmation重复确认机票FD09Generatingreport总报告FD10Greetingandwelcomingguests问候并欢迎客人FD11Groupcheckin团队登记FD12Guestlocation客人方位FD13Handlingconfidential/screencallrequest处理客人保密和筛选电话要求FD14Handlingexpectedcheckout处理预计离店客人FD15Handlingguestenquiriesandintroducingfacilities处理客人查询并介绍店内设施FD16Handlingin-houseamenities处理客人欢迎品FD17Handlinglatecheck-outrequest处理延迟退房的要求FD18Handlingmessage处理留言FD19Handlingofcomplaints处理投诉FD20Handlingofguestcompliments处理客人致意FD21Handlingwake-upcallsrequests处理叫醒电话的要求FD22Keyauthorization钥匙的授权FD23Lost&Foundprocedure失物招领程序FD24Lossofsafedepositboxkey保险箱的钥匙丢失的处理FD25MaintainingCommunicationLogBook使用交班本FD26Preparationforguestarrivals为客人到达做好准备FD27Printingarrivalreportsandregistrationcards打印来客报告和登记卡FD28Registeringawalk-inguest散客登记FD29Registeringguestwithconfirmedreservation为确定的预订房间的客人登记FD30Roomchangeprocedure调房程序FD31Safetydepositbox保险箱服务FD32Takingreservation办理预定FD33Travelagencyvoucher旅行社入住卷第3页共83页第2页共83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83页DEPARTMENT:FrontDesk部门：前厅部JOBTITLE:GuestServiceAssociate职称：前台职员TASKNO:FD01号码:TASK:Awaitingroomhandling工作职责:等候房间(1of2)EQUIPMENTREQUIRED:OperaWorkstation所需设备：工作台WHATTODO工作程序HOWTODO操作明细WHY工作目的Registerfortheguest.为客人登记Searchforvacantdirtyroom.在系统中找空房Askroomcontrollerforroomcleaning请房态控制员确认干净房间Makeregistrationfortheguestaccordingtotheregistrationprocedure.为客人登记Ifvacantcleanroomisnotavailableimmediately,searchforvacantdirtyroomatfirstandcalltheHousekeepingtorushrooms.Enoughtimeforcleaningroom.如果当时没有干净空房，首先在系统中找空房脏房，马上通知客房部打扫。Inviteguestforwelcomedrinkbysaying:Mr.Mrs.XX,theroomweblockedtoyouisundercleaning,andHousekeepinghasbeeninformedforrushingroomanditmaytakeabout30minutes.MayIinviteyoutohaveacomplimentarydrinkinourLobbyLoungeandIwillletyouknowassoonastheroomisavailable.”邀请客人在大堂酒廊喝一杯免费饮料等候，并告知打扫房间大约需要的时间，房间打扫好后马上通知客人。Letguesthavetimeidea.Showoursinceritytoserveguest.Courtesycompensationforguestwaiting.Letguestfeelourhumility.让客人感受到我们真诚的服务。PREPAREDBY:MICHAELZHENG起草人APPROVEDBY:MRRAYZHOU批准人POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITION:FOM职位：SIGNATURE/DATE签字/日期:第4页共83页第3页共83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83页DEPARTMENT:FrontDesk部门：前厅部JOBTITLE:GuestServiceAssociate职称：前台职员TASKNO:FD01号码:TASK:Awaitingroomhandling工作职责:等候房间(2of2)EQUIPMENTREQUIRED:OperaWorkstation所需设备：工作台WHATTODO工作程序HOWTODO操作明细WHY工作目的Checkandcallroomcontroller随时与房态员...