酒店前厅部岗位职责及制度程序3

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1、目录CATALOGUE第一章前厅部组织结构图ORGANIZATIONCHART3第二章前厅部岗位职责POSITIONRESPONSIBILITIESOFF.ODEPARTMENT4-13前厅经理F&ODept.Manager4大堂副理AssistantManager6前台接待主管ReceptionManager8前台接待员Receptionist10行李员Bellman12第三章前厅部各岗位操作程序F.ODEPARTMENTSTANDARDOPERATIONPROCEDURE第一节前厅部各岗位每日工作内容F.ODepartmentCheckList14-17前厅经理F&ODept.Ma

2、nager14大堂副理AssistantManager15前台接待Receptionist17第二节前台程序与标准F.OStandardOperationProcedure19-46受理电话预订RoomReservationbyCalling19传真、信函订房RoomReservationbyFax、Letter20来店预订操作RoomReservationontheSpot21变更预订的处理BookingAmendment22散客入住程序FITCheck-in23散客离店程序FITCheck-out24残疾人接待程序HandicappedCheck-in26团队入住GroupChec

3、k-in27团队离店GroupCheck-out28长住客人接待服务Long-stayingGuestsService29更换长住客人房卡Long-stayingGuestsRoom-keyChange30宾客推迟离店DelayCheck-out31处理双锁门，开双锁门RoomDoubleLock32贵重物品寄存HandingSafeDepositChanging33调换房间/调整价格Room/RateChanging34处理折扣HandletheRebateChanges35客房没有准备好RoomnotReadyonArrival37处理宾客留言Messagehandling38查询

4、客人房号RoomNumberInquire39总台物品转送Guest’sArticlesSend/Transfer40VIP信息更改VIPinformationChange42办理房间房租变更手续RoomChargeChanging43房间分配RoomAllotment44房间钥匙管理Room-keyManagement45建立客史档案SetupGuest’sHistory46第三节大堂副理程序与标准AssistantManagerStandardOperationProcedure47-56贵宾入住VIPCheck-in47接待重要团队宾客VIPGroupCheck-in49展房/介

5、绍酒店ShowRooms/HotelTours50处理宾客投诉ComplainHandling51处理宾客遗留物品HandlingGuest’sPropertiesLeftBehind52处理宾客房门锁失灵RoomlockOutOfOrderHandling53突发事件的处理步骤Urgent/AccidentHandling54处理宾客拒付电话费HandlingtheRefusaltoPaymentforTelephone56第四节礼宾部程序与标准ConciergeStandardOperationProcedure57-67行李员BellManStandardOperation57处

6、理宾客邮件、信件Guest’sPostalItems、LettersHandling62处理宾客物品转交Guest’sArticlesTransfer63客人行李寄存服务Guest’sLuggageStoreService64提供出租车服务CarRentalService65委托代办服务ConciergeService66资料收集及整理DataCollectandArrange67第五节总机程序与标准OperationStandardOperationProcedure68-73接转内外线电话PhoneCallConnectingandExchanging68处理直拨长途电话LongD

7、istanceCallService69前厅部总机免打扰服务DoNotDisturbCallService70叫醒服务Wake-upService71电话咨询服务TelephoneInformationService72电话寻人服务PagingServicebyTelephone73第四章前厅部各项管理制度F.ODEPARTMENTMANAGEMENTSYSTEM125-147前厅部行为规范TheF.ODeptStaffBehaviorStan