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1、STANDARD OPERATING PROCEDURESFRONT DESK GRAFRONT DESK GRA INDEXTask No. Description1 Greeting and Welcoming Guests 问候及迎接客人2 Handling guest enquiries and introducing facilities处理客人问询及介绍酒店设施3 Updating of guest information 更新客人资料4 Bucket check 资料夹检查5 Handling Message 处理留言6 Maintaining Communication Log
2、 Book保持顺畅的交接班记录 7 Generating report 总体报表8 Flight reconfirmation确认机票9 Guest locator 客人地点转移10 How to handle guest complaint如何处理客人投诉11 Correction Procedures帐目更正12 Cash Pay-Out Procedure提现程序13 Manually Post to Guest Account手工入账14 Transfer total Accounts or Groups of Transactions处理帐目及团队的总体转帐15 Official R
3、eceipt Control 正式发票的管理16 Looking after Cash Float备用金管理17 Handling the Account Refund after Guest Check-out客人离店后退款处理程序18 Check out Guest with Deposit Refund现金退款结帐19 Check out Guest with travelers cheque旅行支票结帐20 Check out Guest with Credit Card信用卡结帐21 Check out Guest with Transferring转帐结帐22 Check out
4、Guest with Cash现金结帐23 Check out Guest with City Ledger挂账结帐24 Check out Guest wit Bank Cheque银行支票结帐25 Check out Skip Room矛盾房结帐26 Balance Permanent Folio永久帐目27 Room Inspection查房28 Handling Special Occasion 处理客人特殊纪念日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正确簦入及退出系统32 Security & Emergency Situations安全及紧急事件处理程序 TASK NO : 01Greeting and Welcoming Guest问候及迎接客人(page1/3)DEPARTMENT:FRONT OFFICEAPPROVED BY: MR。KEITH TOMKIES / TITLE:DOR / DATETASK BREAKDOWNSTANDARD PROCEDUREWHYLobby coverage 大堂覆盖Location in the lobby大堂位置Function 职责The GRA
6、will be in the lobby to greet and welcome our guests客户关系主任应该在大堂迎接我们的客人One/two GRA will be posted at the revolving door to offer a warm welcome, fond farewell and offer assistance. 一到两名客户关系主任应该在大堂的旋转门处迎接或欢送客人，并为客人提供服务。Offer warm welcome and approach the guest proactively.主动欢迎和接近客人。 - Recognize the gu
7、est by name if possible-尽量称呼客人的姓名。- Escort guest to check-out and check-in and perform this task personally.-“亲自”带领客人办理入住和结帐手续- Escort guest to breakfast location-带客人去用餐地点。- Provide information of daily functions-提供当天活动信息。- Provide assistance to any location within the hotel-在酒店内任何地点提供服务- Collect gu
8、ests feedback-收集客人反馈意见。Guests will be greeted with smiles and eye-contact. Guest name will be used at all times.面带笑容迎接客人，要注意眼神的接触，并且称呼客人的姓名。Offer warm welcome and get to know our guest 热情欢迎客人并且认识我们的客人。Let the guest feel welcome让客人觉得很受欢迎。Use every chance to promote the hotel.利用一切机会推荐我们的酒店TASK NO : 01
9、Greeting and Welcoming Guest问候及迎接客人(page2/3)DEPARTMENT:FRONT OFFICEAPPROVED BY: MR。KEITH TOMKIES / TITLE:DOR / DATETASK BREAKDOWNSTANDARD PROCEDUREWHYTarget 目标Collect guests preferences-收集客人喜好。- Assist guest with either lunch or dinner arrangements-为客人安排用餐。- Fond farewell of departure guest-欢送离店客人。T
10、he criteria for the above services should be measured on the daily basis by following methods上述的服务标准应当每天用以下方法评定。:1. Guest preference at least 5 per staff per shift 客人的喜好每个班次每人至少要收集5条。2. Confirmed restaurant booking at least 2 per shift 预定餐厅每个班次至少2次。3. Fond farewell of departure guest at least 10% of
11、 total departures. 当天至少要有10%的离店客人要热烈欢送。4. Record guests feedback at least 5 per shift 每个班次至少要记录客人的反馈5条。Recognize guest with warm smile. Offer assistance and obtain guest feedback.认出客人，面带微笑的提供服务并且收集客人的反馈意见。Measure the results daily每天评定结果TASK NO : 01Greeting and Welcoming Guest问候及迎接客人 (page3/3)DEPARTM
12、ENT:FRONT OFFICEAPPROVED BY: MR。KEITH TOMKIES / TITLE:DOR / DATETASK BREAKDOWNSTANDARD PROCEDUREWHYRotation轮班Feedback Record记录反馈-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当客户关系主任把
13、客人带进房间办理入住手续时，客户关系经理或值班经理应照顾大堂。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客人任何反馈意见
14、应该准确的在客人反馈记录上更新。客人的任何困难应该被解决并且记录在值班经理的报表上。如果有任何困难，应当联系客户关系经理或值班经理来处理。Ensure to offer warm welcome and offer assistance.确保热烈的欢迎我们的客人和随时提供服务。Record and address the issue记下问题TASK NO : 02Handling guest enquiries and introducing facilities处理客人问询及介绍酒店设施(page1/2)DEPARTMENT:FRONT OFFICEAPPROVED BY: MR。KEITH
15、 TOMKIES / TITLE:DOR / DATETASK BREAKDOWNSTANDARD PROCEDUREWHYProduct knowledge产品知识Follow up跟进Know the features and locations of all outlets. 知道所有场所的特征和地点。 Be aware of the operational hours of all outlets. 清楚的知道所有场所的营业时间。 Be aware of all other facilities and services that are available.清楚的知道其他应用的设备和
16、服务。Knowledge of types of rooms and their selling rates.对房型和价钱的认知。Never assume (Do not say “Maybe” “I think”)不要假设（不要说“或许”“我认为”）Be aware of all necessary information related to own job清楚的知道和我们工作有关的，我们需要的信息。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，应当说“某某先生/小姐，请准许我核实一下后5分钟内在给您答复。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.尽量去销售并且要随时准备好为客人提供服务，以便显示出对酒店和客人真诚的关心。Be knowledgeable做到有知识。. Provide accurate information to provide precise service.提供精确的信息以便于提供完善的服务。Use team work of Regent spirit to serve guest用丽晶的团队精神为客人服务。TASK NO : 02Handling guest enquiries and introducing facilities处理客人问询及介绍酒店设施(page2/2)DEPARTME
19、NT:FRONT OFFICEAPPROVED BY: MR。KEITH TOMKIES / TITLE:DOR / DATETASK BREAKDOWNSTANDARD PROCEDUREWHY然后向礼宾部或其它部门同事求助，尽一切可能去寻找正确答案。例：城市信息，电话中心，地图，导游等。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.如果我们能满足客人的要求或提供别的选择，客人会非常满意。To anticipate and meet the guest need.预见客人的需求。TASK NO : 03Updating of guest information更新客人资料 (page1/1)DEPARTMENT:FRONT OFFICEAPPROVED BY: MR。KEITH TOMKIES / TITLE:DOR / DATETASK BREAKDOWNSTANDARD PROCEDUREWHYObtain guest
21、information as much as possible尽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样收集他们的反馈和意见。Obtain all information from guest registration and business card.Key into the Opera system by using guest profile.从客人的登记卡上或名片上收集客人的信息，并输入到OPERA系统中客人的记录里。Obtain guest feedbacks and
22、 comments as well as preferences as much as possible in order to provide excellent service consistently.为了优质的服务，我们要像收集客人的喜好一样尽可能的收集他们的反馈和意见。Any information provided by the guest or by a staff from other department can be valuable.我们要重视任何从客人，员工，或其他部门得到的信息。Key into guest remarks.并且输入到客人的备注里。By the end
23、 of each shift, submit to Guest History Controller to key into PMS and for further reference.每个班次结束，要把客史输入PMS以备后用。To have complete details for guest history.建立一个完整的客史。Anticipate and meet guest need better.要预知客人的需求。TASK NO : 04Bucket Check资料夹检查 (page1/1)DEPARTMENT:FRONT OFFICEAPPROVED BY: MR。KEITH TO
24、MKIES / TITLE:DOR / DATETASK BREAKDOWNSTANDARD PROCEDUREWHYTo print in house report打出在店客人的报表。Checking bucket against in house report.查看在店客人的资料。Verify and correct all guest details.核实并且改正客人的信息。Report to Supervisor on unsolved problems向主管汇报没有解决的问题。Use the computer and generate the printing by the over
25、night shift GRA.夜班客户关系主任应用电脑打出报表。Using the in house report, check each registration card with the in house rooming report.用在店客人的报表查看每张入住登记卡Check each registration card against guest folio.Details such as:number of PAXRate and rate code Billing instructions查看每一个客人的入住登记卡的细节。例如：PAX 的号码价钱和价钱代码帐单。Sort ou
26、t all room discrepancy; correct all wrong key-in information, before closing the system date.在夜审前报房态差异，纠正所有已输入的信息错误。If there is something not solved, report the details regarding those mistakes (if has) to the Supervisor.Supervisor will do the follow up.如果事情没有解决，向主管汇报。主管将进一步跟进。For reference.以备后用。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.确定每一位在店客人都有入住登记卡并且按照房号放到资料夹内。对客人的信息保密。To ensure accuracy of record so as to provide precise service.为了提供优质的服务，确保有准确的记录。To ensure no discrepancy.确保无房态差异。确定2TAS
28、K NO : 05Handling Message处理留言 (page1/2)DEPARTMENT:FRONT OFFICEAPPROVED BY: MR。KEITH TOMKIES / TITLE:DOR / DATETASK BREAKDOWNSTANDARD PROCEDUREWHYWhen guest is in front of you当客人在你面前。Suggest the voice mail.If guest looks puzzles explain how the voice mail works.建议使用语音信箱。如果客人不懂怎样使用语音信箱。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.语音信箱的使用，拿起电话接通总机， ，通知总机客人要留言。然后把电话转给客人。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.如果客人拒绝使用语音信箱，拿笔和纸给客人自己写下留言，或者客人愿意使用电脑里的留言。For test message, check with guest if he prefers to write it himself or would prefer a compute printed message.使用系统留言， 看客人是否喜欢自己去手写或者更喜欢电脑打印的留言。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有些客人可能不太会用语音留言信箱，请耐心的帮助他们。尊重客人的隐私权，因为有些信息是非常隐私的。Respect guest privacy as some messages can be very personal.尊重客人的隐私权，因为有些信息是非常要保密的。确定2TASK NO : 05Handling Message处理留言 (page2/2)DEPARTMENT:FRONT OFFICEAP
32、PROVED BY: MR。KEITH TOMKIES / TITLE:DOR / DATETASK BREAKDOWNSTANDARD PROCEDUREWHYComputer printer message.电脑打印留言Message delivery.留言的递送For written messages, present message form, envelope and a pen, pen pointing towards you to the guest.手写留言， 亲自给客人一张留言表，信封和笔。Write the name and room number on the enve
33、lope if it is not already written by the guest.如果客人没有写好客人的房间号和名字， 我们要替客人写在信封上。Computer printer message:-Listen carefully-Write the message down on a piece of paper-Repeat the details-Create into the computer and print.电脑打印留言：-认真聆听-把留言写在一张纸上-重复细节-在电脑里输入信息，并且打印出来。Hand over to Concierge for arranging d
34、elivery to the room by bellboy.交给礼宾部，并且由行李员在客人到店时送到客人房间。To provide guest with all materials.给客人提供所有相应的材料。TASK NO : 06Maintaining Communication Log Book保持顺畅的交接班记录 (page1/1)DEPARTMENT:FRONT OFFICEAPPROVED BY: MR。KEITH TOMKIES / TITLE:DOR / DATETASK BREAKDOWNSTANDARD PROCEDUREWHYRead Log Book for commu
35、nication阅读交接本。Follow up跟进Standard location标准放置地点Acknowledgment确认To read communication logbook is the first important things when you come on duty.阅读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、.在交接本上写下需要被做完的事情，例：看一下外币兑换的事情或跟进还没有解决的客人的事情。Agree to place the communication logbook at a designated location.把交接记录本放在指定的地点。After reading the communication logbook, initial at the bottom. 当读完交接记录本，应当在底下签署自己的姓名。After completing a follow up, indicate that it has been done. By writing the “Work Done”.当
37、完成跟进的工作， 写下“工作完成”以表示这项工作被做完了。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进的事件。确保一致的服务。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、很好的沟通每次都能促成优质的服务。Keep communication.保持良好的沟通。TASK NO : 07Generating Report总体报表 （page 1/1）DEPARTMENT:FRONT OFFICEAPPROVED BY: MR。KEITH TOMKIES / TITLE:DOR / DATETASK BREAKDOWNSTANDARD PROCEDUREWHYPrinting department reports打印出部门的报表。Sort up of reports报表类别Printing downtime reports.打印停工期报表Filing of downt
39、ime reports.将停工期报表妥善存放This is usually report should be done at night by the GRA.夜班的客户关系主任应当打印此报表。A list would be provided showing which type of report supposes to print.列表上应当显示出你所想打印的报表。All reports would be sorted and placed according to the designated places for collection.所有的报表应当分类并且放在指定的地点。Downti
40、me reports are to be printed per each shift by GR Supervisor at 00:00, 12:00, 18:00.停工期报表应该每个班的客户关系主管在00：00，12：00，18：00是打印出来。Downtime reports would consist of: 停工期报表包括Arrival report预抵报表Departure report with balance离店报表 （有消费额度）In house report by room & alpha在店客人报表Room status房态Posting summery入帐总合。File
41、 the report and place the folder in the proper place.把报表整理并且防置在适当的地方。Less interruption.干扰少Information信息For latest information in case of the computer breakdown.打印出最近的信息，以防电脑不工作的时候。Easily available in times of needs.以备不时之需。TASK NO : 08Flight Reconfirmation确认机票 (page1/1)DEPARTMENT:FRONT OFFICEAPPROVED
42、 BY: MR。KEITH TOMKIES / TITLE:DOR / DATETASK BREAKDOWNSTANDARD PROCEDUREWHYReceiving air ticket and obtain the request.收下机票并且接受要求Repeat 重复Reconfirm the ticket with airlines office.和机场办公处确认机票Notifying the guest.通知客人Upon receiving the request, obtain the following information from the guest当客人提出要求时，我们
43、需要从客人那里.得到以下的信息：l Guest name and room No. 客人的姓名和房间号l Flight No. and destination航班号和目的地l Departure date and time离开的日期和时间l Class舱位的级别l Ticket No. etc. 票号等等Make sure repeat the details to the guest.向客人重复并确认细节问题。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. 给机场办公处打电话确认机票。确保为机场办公处人员提供所有的信息，并且得到确认号和工作人员的姓名。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 has been reconfirmed, the reconfirmation number is XX. Thank you and have a nice day.”打电话或给客人留言，通知他的机票已经被确认好。信息格式：“亲爱的某某先生或小姐， 你的机票已经被确认好，确认号是XX，谢谢，祝您今天愉快”To
