完成版RECEPTION SOP

1、standard operating proceduresfront desk grafront desk gra indextask no. description1 greeting and welcoming guests 問候及迎接客人2 handling guest enquiries and introducing facilities處理客人問詢及介紹酒店設(shè)施3 updating of guest information 更新客人資料4 bucket check 資料夾檢查5 handling message 處理留言6 maintaining communication log

2、 book保持順暢的交接班記錄 7 generating report 總體報表8 flight reconfirmation確認機票9 guest locator 客人地點轉(zhuǎn)移10 how to handle guest complaint如何處理客人投訴11 correction procedures帳目更正12 cash pay-out procedure提現(xiàn)程序13 manually post to guest account手工入賬14 transfer total accounts or groups of transactions處理帳目及團隊的總體轉(zhuǎn)帳15 official r

3、eceipt control 正式發(fā)票的管理16 looking after cash float備用金管理17 handling the account refund after guest check-out客人離店后退款處理程序18 check out guest with deposit refund現(xiàn)金退款結(jié)帳19 check out guest with travelers cheque旅行支票結(jié)帳20 check out guest with credit card信用卡結(jié)帳21 check out guest with transferring轉(zhuǎn)帳結(jié)帳22 check out

4、guest with cash現(xiàn)金結(jié)帳23 check out guest with city ledger掛賬結(jié)帳24 check out guest wit bank cheque銀行支票結(jié)帳25 check out skip room矛盾房結(jié)帳26 balance permanent folio永久帳目27 room inspection查房28 handling special occasion 處理客人特殊紀念日29 guest preference客人喜好30 collecting guest preference客人喜好管理31 appropriate log in & log

5、off the opera system正確簦入及退出系統(tǒng)32 security & emergency situations安全及緊急事件處理程序 task no : 01greeting and welcoming guest問候及迎接客人(page1/3)department:front officeapproved by: mr。keith tomkies / title:dor / datetask breakdownstandard procedurewhylobby coverage 大堂覆蓋location in the lobby大堂位置function 職責the gra

6、will be in the lobby to greet and welcome our guests客戶關(guān)系主任應該在大堂迎接我們的客人one/two gra will be posted at the revolving door to offer a warm welcome, fond farewell and offer assistance. 一到兩名客戶關(guān)系主任應該在大堂的旋轉(zhuǎn)門處迎接或歡送客人，并為客人提供服務。offer warm welcome and approach the guest proactively.主動歡迎和接近客人。 - recognize the gu

7、est by name if possible-盡量稱呼客人的姓名。- escort guest to check-out and check-in and perform this task personally.-“親自”帶領(lǐng)客人辦理入住和結(jié)帳手續(xù)- escort guest to breakfast location-帶客人去用餐地點。- provide information of daily functions-提供當天活動信息。- provide assistance to any location within the hotel-在酒店內(nèi)任何地點提供服務- collect gu

8、ests feedback-收集客人反饋意見。guests will be greeted with smiles and eye-contact. guest name will be used at all times.面帶笑容迎接客人，要注意眼神的接觸，并且稱呼客人的姓名。offer warm welcome and get to know our guest 熱情歡迎客人并且認識我們的客人。let the guest feel welcome讓客人覺得很受歡迎。use every chance to promote the hotel.利用一切機會推薦我們的酒店task no : 01

9、greeting and welcoming guest問候及迎接客人(page2/3)department:front officeapproved by: mr。keith tomkies / title:dor / datetask breakdownstandard procedurewhytarget 目標collect guests preferences-收集客人喜好。- assist guest with either lunch or dinner arrangements-為客人安排用餐。- fond farewell of departure guest-歡送離店客人。t

10、he criteria for the above services should be measured on the daily basis by following methods上述的服務標準應當每天用以下方法評定。:1. guest preference at least 5 per staff per shift 客人的喜好每個班次每人至少要收集5條。2. confirmed restaurant booking at least 2 per shift 預定餐廳每個班次至少2次。3. fond farewell of departure guest at least 10% of

11、 total departures. 當天至少要有10%的離店客人要熱烈歡送。4. record guests feedback at least 5 per shift 每個班次至少要記錄客人的反饋5條。recognize guest with warm smile. offer assistance and obtain guest feedback.認出客人，面帶微笑的提供服務并且收集客人的反饋意見。measure the results daily每天評定結(jié)果task no : 01greeting and welcoming guest問候及迎接客人 (page3/3)departm

12、ent:front officeapproved by: mr。keith tomkies / title:dor / datetask breakdownstandard procedurewhyrotation輪班feedback record記錄反饋-the gras will be on rotation basis when the gras bring in the guest for in-room check-in, the guest relations manager or the assistant manager will cover the lobby當客戶關(guān)系主任把

13、客人帶進房間辦理入住手續(xù)時，客戶關(guān)系經(jīng)理或值班經(jīng)理應照顧大堂。any guest feedback obtained should be updated on the guest feedback record properly. any guest difficulties will be handled and recorded on the duty manager report if there are any difficulties, contact the guest relations manager or assistant manager to handle客人任何反饋意見

14、應該準確的在客人反饋記錄上更新?？腿说娜魏卫щy應該被解決并且記錄在值班經(jīng)理的報表上。如果有任何困難，應當聯(lián)系客戶關(guān)系經(jīng)理或值班經(jīng)理來處理。ensure to offer warm welcome and offer assistance.確保熱烈的歡迎我們的客人和隨時提供服務。record and address the issue記下問題task no : 02handling guest enquiries and introducing facilities處理客人問詢及介紹酒店設(shè)施(page1/2)department:front officeapproved by: mr。keith

15、 tomkies / title:dor / datetask breakdownstandard procedurewhyproduct knowledge產(chǎn)品知識follow up跟進know the features and locations of all outlets. 知道所有場所的特征和地點。 be aware of the operational hours of all outlets. 清楚的知道所有場所的營業(yè)時間。 be aware of all other facilities and services that are available.清楚的知道其他應用的設(shè)備和

16、服務。knowledge of types of rooms and their selling rates.對房型和價錢的認知。never assume (do not say “maybe” “i think”)不要假設(shè)（不要說“或許”“我認為”）be aware of all necessary information related to own job清楚的知道和我們工作有關(guān)的，我們需要的信息。if you do not know something, by saying,“mr. /mrs. xx, i will check it and get back to you withi

17、n 5 minutes.”如果你不知道，應當說“某某先生/小姐，請準許我核實一下后5分鐘內(nèi)在給您答復。then check with concierge or other department colleagues or whatever ways to find the right answers. e.g. city information telephone center, map, tour guide menu.to sell the hotel and ready to serve guest to show care about hotel benefit and sinceri

18、ty to guest.盡量去銷售并且要隨時準備好為客人提供服務，以便顯示出對酒店和客人真誠的關(guān)心。be knowledgeable做到有知識。. provide accurate information to provide precise service.提供精確的信息以便于提供完善的服務。use team work of regent spirit to serve guest用麗晶的團隊精神為客人服務。task no : 02handling guest enquiries and introducing facilities處理客人問詢及介紹酒店設(shè)施(page2/2)departme

19、nt:front officeapproved by: mr。keith tomkies / title:dor / datetask breakdownstandard procedurewhy然后向禮賓部或其它部門同事求助，盡一切可能去尋找正確答案。例：城市信息，電話中心，地圖，導游等。fully use the information from the guest preference. input all concerned information to guest profile if necessary. guest will appreciate; we will have an

20、swers or provide alternatives for guest enquiries.如果我們能滿足客人的要求或提供別的選擇，客人會非常滿意。to anticipate and meet the guest need.預見客人的需求。task no : 03updating of guest information更新客人資料 (page1/1)department:front officeapproved by: mr。keith tomkies / title:dor / datetask breakdownstandard procedurewhyobtain guest

21、information as much as possible盡可能的收集客人的信息。obtain guest feedback and comments as well as preferences像收集客人的喜好一樣收集他們的反饋和意見。obtain all information from guest registration and business card.key into the opera system by using guest profile.從客人的登記卡上或名片上收集客人的信息，并輸入到opera系統(tǒng)中客人的記錄里。obtain guest feedbacks and

22、 comments as well as preferences as much as possible in order to provide excellent service consistently.為了優(yōu)質(zhì)的服務，我們要像收集客人的喜好一樣盡可能的收集他們的反饋和意見。any information provided by the guest or by a staff from other department can be valuable.我們要重視任何從客人，員工，或其他部門得到的信息。key into guest remarks.并且輸入到客人的備注里。by the end

23、 of each shift, submit to guest history controller to key into pms and for further reference.每個班次結(jié)束，要把客史輸入pms以備后用。to have complete details for guest history.建立一個完整的客史。anticipate and meet guest need better.要預知客人的需求。task no : 04bucket check資料夾檢查 (page1/1)department:front officeapproved by: mr。keith to

24、mkies / title:dor / datetask breakdownstandard procedurewhyto print in house report打出在店客人的報表。checking bucket against in house report.查看在店客人的資料。verify and correct all guest details.核實并且改正客人的信息。report to supervisor on unsolved problems向主管匯報沒有解決的問題。use the computer and generate the printing by the over

25、night shift gra.夜班客戶關(guān)系主任應用電腦打出報表。using the in house report, check each registration card with the in house rooming report.用在店客人的報表查看每張入住登記卡check each registration card against guest folio.details such as:number of paxrate and rate code billing instructions查看每一個客人的入住登記卡的細節(jié)。例如：pax 的號碼價錢和價錢代碼帳單。sort ou

26、t all room discrepancy; correct all wrong key-in information, before closing the system date.在夜審前報房態(tài)差異，糾正所有已輸入的信息錯誤。if there is something not solved, report the details regarding those mistakes (if has) to the supervisor.supervisor will do the follow up.如果事情沒有解決，向主管匯報。主管將進一步跟進。for reference.以備后用。to

27、ensure that all in house registration cards available and are placed accordingly in the bucket by room number. take care of guest information.確定每一位在店客人都有入住登記卡并且按照房號放到資料夾內(nèi)。對客人的信息保密。to ensure accuracy of record so as to provide precise service.為了提供優(yōu)質(zhì)的服務，確保有準確的記錄。to ensure no discrepancy.確保無房態(tài)差異。確定2tas

28、k no : 05handling message處理留言 (page1/2)department:front officeapproved by: mr。keith tomkies / title:dor / datetask breakdownstandard procedurewhywhen guest is in front of you當客人在你面前。suggest the voice mail.if guest looks puzzles explain how the voice mail works.建議使用語音信箱。如果客人不懂怎樣使用語音信箱。for voice mail,

29、 pick the phone and call regent touch. inform regent touch that a guest would like to leave a voice mail. hand the handset over to the guest.語音信箱的使用，拿起電話接通總機， ，通知總機客人要留言。然后把電話轉(zhuǎn)給客人。if guest refuse to use the voice mail, present a message sheet with a pen to guest to write by himself or would prefer a

30、 text message generated by the computer.如果客人拒絕使用語音信箱，拿筆和紙給客人自己寫下留言，或者客人愿意使用電腦里的留言。for test message, check with guest if he prefers to write it himself or would prefer a compute printed message.使用系統(tǒng)留言， 看客人是否喜歡自己去手寫或者更喜歡電腦打印的留言。convenient方便some guest may not be aware of what a voice mail is and how it

31、 works. be helpful to guest at every time.respect guest privacy as some messages can be very person有些客人可能不太會用語音留言信箱，請耐心的幫助他們。尊重客人的隱私權(quán)，因為有些信息是非常隱私的。respect guest privacy as some messages can be very personal.尊重客人的隱私權(quán)，因為有些信息是非常要保密的。確定2task no : 05handling message處理留言 (page2/2)department:front officeap

32、proved by: mr。keith tomkies / title:dor / datetask breakdownstandard procedurewhycomputer printer message.電腦打印留言message delivery.留言的遞送for written messages, present message form, envelope and a pen, pen pointing towards you to the guest.手寫留言， 親自給客人一張留言表，信封和筆。write the name and room number on the enve

33、lope if it is not already written by the guest.如果客人沒有寫好客人的房間號和名字， 我們要替客人寫在信封上。computer printer message:-listen carefully-write the message down on a piece of paper-repeat the details-create into the computer and print.電腦打印留言：-認真聆聽-把留言寫在一張紙上-重復細節(jié)-在電腦里輸入信息，并且打印出來。hand over to concierge for arranging d

34、elivery to the room by bellboy.交給禮賓部，并且由行李員在客人到店時送到客人房間。to provide guest with all materials.給客人提供所有相應的材料。task no : 06maintaining communication log book保持順暢的交接班記錄 (page1/1)department:front officeapproved by: mr。keith tomkies / title:dor / datetask breakdownstandard procedurewhyread log book for commu

35、nication閱讀交接本。follow up跟進standard location標準放置地點acknowledgment確認to read communication logbook is the first important things when you come on duty.閱讀交接本是上班前第一重要的事情。write down things at log book are needed to be done, e.g. to keep eye on foreign currency case or to follow up with a unsolved guest case

36、.在交接本上寫下需要被做完的事情，例：看一下外幣兌換的事情或跟進還沒有解決的客人的事情。agree to place the communication logbook at a designated location.把交接記錄本放在指定的地點。after reading the communication logbook, initial at the bottom. 當讀完交接記錄本，應當在底下簽署自己的姓名。after completing a follow up, indicate that it has been done. by writing the “work done”.當

37、完成跟進的工作， 寫下“工作完成”以表示這項工作被做完了。be aware of some important information or case which need following up. ensure consistent service.注意重要的信息或需要跟進的事件。確保一致的服務。so that action can be taken.以至于更好的去工作。convenient and easier access. 方便容易。good communication will provide excellent service at first time, every time.

38、很好的溝通每次都能促成優(yōu)質(zhì)的服務。keep communication.保持良好的溝通。task no : 07generating report總體報表 （page 1/1）department:front officeapproved by: mr。keith tomkies / title:dor / datetask breakdownstandard procedurewhyprinting department reports打印出部門的報表。sort up of reports報表類別printing downtime reports.打印停工期報表filing of downt

39、ime reports.將停工期報表妥善存放this is usually report should be done at night by the gra.夜班的客戶關(guān)系主任應當打印此報表。a list would be provided showing which type of report supposes to print.列表上應當顯示出你所想打印的報表。all reports would be sorted and placed according to the designated places for collection.所有的報表應當分類并且放在指定的地點。downti

40、me reports are to be printed per each shift by gr supervisor at 00:00, 12:00, 18:00.停工期報表應該每個班的客戶關(guān)系主管在00：00，12：00，18：00是打印出來。downtime reports would consist of: 停工期報表包括arrival report預抵報表departure report with balance離店報表 （有消費額度）in house report by room & alpha在店客人報表room status房態(tài)posting summery入帳總合。file

41、 the report and place the folder in the proper place.把報表整理并且防置在適當?shù)牡胤?。less interruption.干擾少information信息for latest information in case of the computer breakdown.打印出最近的信息，以防電腦不工作的時候。easily available in times of needs.以備不時之需。task no : 08flight reconfirmation確認機票 (page1/1)department:front officeapproved

42、 by: mr。keith tomkies / title:dor / datetask breakdownstandard procedurewhyreceiving air ticket and obtain the request.收下機票并且接受要求repeat 重復reconfirm the ticket with airlines office.和機場辦公處確認機票notifying the guest.通知客人upon receiving the request, obtain the following information from the guest當客人提出要求時，我們

43、需要從客人那里.得到以下的信息：l guest name and room no. 客人的姓名和房間號l flight no. and destination航班號和目的地l departure date and time離開的日期和時間l class艙位的級別l ticket no. etc. 票號等等make sure repeat the details to the guest.向客人重復并確認細節(jié)問題。handover to concierge to make a phone call to the airlines office for reconfirmation. ensure

44、 offering all information to airline office clerk and obtain the reconfirmation coded and the clerk name. 給機場辦公處打電話確認機票。確保為機場辦公處人員提供所有的信息，并且得到確認號和工作人員的姓名。call to guest or leave a message to inform the guest that his/her ticket has been reconfirmed. the message is:“dear mr. /mrs. xxx, your air-ticket

45、 has been reconfirmed, the reconfirmation number is xx. thank you and have a nice day.”打電話或給客人留言，通知他的機票已經(jīng)被確認好。信息格式：“親愛的某某先生或小姐， 你的機票已經(jīng)被確認好，確認號是xx，謝謝，祝您今天愉快”to have all details at hand while reconfirming the ticket.掌握所有的信息去確認機票avoid making mistake is to show our sincerity to the guest.避免出錯，表現(xiàn)出我們對客人真誠

46、。ensure our procedures are customer friendly and easy for the customer and staff. 確保在我們工作進程中對客人和員工表示友好。guest is aware of the outcome.客人只關(guān)注結(jié)果。task no : 09guest locator客人地點轉(zhuǎn)移 (page1/3)department:front officeapproved by: mr。keith tomkies / title:dor / datetask breakdownstandard procedurewhygreeting the

47、 guest when the guest approaches the reception counter.當客人向我們的接待臺走來是要像客人問好。confirm in the computer.在電腦里確認note down guests notice.記下客人的要求with great smile, say: “nin hao, mr. /mrs. xx, how may i help you?”面帶微笑說“您好， 某某先生或小姐，有什么可以幫您的嗎？”upon the guest request for location service, politely inquire guests

48、 name and room number and confirm in the computer.如果接到客人要求地點轉(zhuǎn)移的服務，禮貌的向客人詢問姓名，房間號，并且在電腦里確認。politely ask guest for information below and key in pms guest locator at the same time.禮貌的向客人詢問以下信息，并且在pms中留下地點轉(zhuǎn)移。l guest location客人的位置n contact no. 聯(lián)系方式n return time返回時間repeat details to the guest.向客人重復相應的細節(jié)。i

49、f guest has not yet confirmed time when he/she comes back, say: “mr. /mrs. xx, would you please call us to cancel this message when you come back?”to create a good impression to the guest.在客人心中樹立美好的形象。to ensure the guest is in house guest and room number is correct. 確保是在店客人，并且確保房間號正確。correct guest i

50、nformation can assist us to provide precise service.正確的客人信息會幫助我們提供更優(yōu)質(zhì)的服務。to cancel guest location on time. guarantee our consistent service.及時取消客人的地點轉(zhuǎn)移，保證我們一致的服務。to ensure to get clear and full information. ensure precise service is provided.task no : 09guest locator客人地點轉(zhuǎn)移 (page2/3)department:front

51、officeapproved by: mr。keith tomkies / title:dor / datetask breakdownstandard procedurewhyoffer further assistance 提供未來協(xié)助call telephone operator.打電話給接線員remove the location note取消位置移動服務如果客人還不確定返回的時間，我們要對客人說：“某某先生/小姐，您能否在返回時給我們打電話取消位置移動服務？”tell guest this message will be passed to his/her friend 告訴客人這個

52、信息將要轉(zhuǎn)達給他的朋友。“mr. /mrs. xx, we will tell your friend where you are and how to contact you”.“某某先生/小姐，我們將告訴您的朋友您在哪里和怎樣聯(lián)系您。offer further assistance by saying: “mr. xx is there anything else i can do you with?”提供未來的協(xié)助我們要說：某某先生，有什么我能為您做的嗎？inform regent touch of the location notice immediately. politely in

53、quire the operator name把位置移動的信息及時通知給麗晶總機 。禮貌的詢問接線員的姓名。the location note will be removed automatically if the return time has been input. 如果到了已經(jīng)輸入的返回時間位置移動信息將自動取消。if the guest has not returned or has no time to return, keep contacting guest room till guest comes back or get further notice.確保信息的清楚性和完整性。確保提供優(yōu)質(zhì)的服務。always remember to do more for guest.時刻記住為客人提供更多的服務。avoid forgetting the notice. 避免忘記客人的要求task no : 09guest locator客人地點轉(zhuǎn)移 (pag