酒店前厅部工作标准.docVIP

目录

第一章前厅部组织结构图

ORGANIZATIONCHART 1

第二章前厅部岗位职责

POSITIONRESPONSIBILITIESOFF.ODEPARTMENT 2-23

2.1前厅部经理F.OManager 2

2.2前厅部秘书F.OSecretary 3

2.3大堂副理AssistantManager 4

2.4前台接待经理ReceptionManager 6

2.5前台接待员Receptionist 7

2.6预订员ReservationClerk 9

2.7总机督导OperatorCaptain 11

2.8总机话务员Operator 12

2.9首席礼宾司ChiefConcierge 13

2.10迎宾员Doorman 14

2.11行李员Bellman 16

2.12商务中心督导B.CCaptain 17

2.13商务中心文员B.CClerk 18

2.14商场经理GiftShopManager 20

2.15商场员工Seller 21

2.16医务室医生InfirmaryDoctor 22

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.ODepartmentCheckList 24-39

3.1.1前厅部经理F.OManagerCheckList 24

3.1.2大堂副理AssistantManager 25

3.1.3前台接待经理ReceptionManager 27

3.1.4总机/商务中心督导Operator/B/CCaptain 29

3.1.5首席礼宾司ChiefConcierge 30

3.1.6预定员Preservationist 31

3.1.7前台接待Receptionist 32

3.1.8礼宾员Concierge 35

3.1.9商场员工Seller 36

3.1.10总机话务员Operator 37

3.1.11商务中心文员B/CClerk 39

第二节前台程序与标准

F.OStandardOperationProcedure 40-73

3.2.1受理电话预订RoomReservationbyCalling 40

3.2.2传真、信函订房RoomReservationbyFax、Letter 41

3.2.3来店预订操作RoomReservationontheSpot 42

3.2.4变更预订的解决BookingAmendment 43

3.2.5散客入住程序FITCheck-in 44

3.2.6散客离店程序FITCheck-out 46

3.2.7残疾人接待程序HandicappedCheck-in 48

3.2.8团队入住GroupCheck-in 49

3.2.9团队离店GroupCheck-out 50

3.2.10长住客人接待服务Long-stayingGuestsSe