五星级大酒店前厅部岗位职责及制度程序汇编绝密

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1、保密精品项目咨询152目录CATALOGUE第一章前厅部组织结构图ORGANIZATIONCHART1第二章前厅部岗位职责POSITIONRESPONSIBILITIESOFF.ODEPARTMENT2-232.1前厅部经理F.OManager22.2前厅部秘书F.OSecretary32.3大堂副理AssistantManager42.4前台接待经理ReceptionManager62.5前台接待员Receptionist72.6预订员ReservationClerk92.7总机督导OperatorCaptain112.8总机话务员Operator122.9首席礼宾司Chi

2、efConcierge132.10迎宾员Doorman142.11行李员Bellman162.12商务中心督导B.CCaptain172.13商务中心文员B.CClerk182.14商场经理GiftShopManager202.15商场员工Seller212.16医务室医生InfirmaryDoctor22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.ODepartmentCheckList24-393.1.1前厅部经理F.OManagerCheckList243.1.2大堂副理Ass

3、istantManager253.1.3前台接待经理ReceptionManager273.1.4总机/商务中心督导Operator/B/CCaptain293.1.5首席礼宾司ChiefConcierge301523.1.6预定员Preservationist313.1.7前台接待Receptionist323.1.8礼宾员Concierge353.1.9商场员工Seller363.1.10总机话务员Operator373.1.11商务中心文员B/CClerk39第二节前台程序与标准F.OStandardOperationProcedure40-733.2.1受理电话预订R

4、oomReservationbyCalling403.2.2传真、信函订房RoomReservationbyFax、Letter413.2.3来店预订操作RoomReservationontheSpot423.2.4变更预订的处理BookingAmendment433.2.5散客入住程序FITCheck-in443.2.6散客离店程序FITCheck-out463.2.7残疾人接待程序HandicappedCheck-in483.2.8团队入住GroupCheck-in493.2.9团队离店GroupCheck-out503.2.10长住客人接待服务Long-stayingG

5、uestsService513.2.11更换长住客人房卡Long-stayingGuestsRoom-keyChange523.2.12宾客推迟离店DelayCheck-out533.2.13处理双锁门，开双锁门RoomDoubleLock543.2.14贵重物品寄存HandingSafeDepositChanging553.2.15调换房间/调整价格Room/RateChanging563.2.16处理折扣HandletheRebateChanges583.2.17房间异常报告处理RoomDiscrepancyReport593.2.18行政楼层客人接待ExecutiveF

6、loorGuestArrival613.2.19行政楼层客人离店ExecutiveFloorGuestDeparture623.2.20客房没有准备好RoomnotReadyonArrival633.2.21处理宾客留言Messagehandling643.2.22查询客人房号RoomNumberInquire653.2.23总台物品转送Guest’sArticlesSend/Transfer663.2.24VIP信息更改VIPinformationChange681523.2.25办理房间房租变更手续RoomChargeChanging693.2.26房间分配RoomAll

7、otment703.2.27房间钥匙管理Room-keyManagement723.2.28建立客史档案SetupGuest’sHistory73第三节大堂副理程序与标准AssistantManagerStandardOperationProcedure74-843.3.1贵宾入住VIPCheck-in743.3.2接待重要团队宾客VIPGroupCheck-in773.3.3展房/介绍酒店ShowRooms/HotelTours783.3.4处理宾客投诉ComplainHandling793.3.5处