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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 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 o
