國際酒店前廳前臺操作程序手冊-SOP Rec 49 Handling wake up calls

1、Standard Operation Procedures / Front Desk標(biāo)準(zhǔn)操作程序/前臺STANDARD OPERATION PROCEDURES標(biāo)準(zhǔn)操作程序RECEPTIONIST前臺接待國際酒店管理手冊前廳/客房/餐飲/營銷/工程/保安/質(zhì)檢/人事/行政/資料DEPARTMENT部門: Front OfficeJOB TITLE職務(wù): ReceptionistTASK NO任務(wù)編號: 49TASK: Handling wake up callsEQUIPMENT REQUIRED設(shè)備要求:WHAT TO DO要做什么HOW TO DO如何去做WHY為什么Verify both

2、 room number and guest name.Write down details.Restate the details.To make a copy and distribute to operator before afternoon shift end.Informed Telephone OperatorAlways check information by key in room number and verify name of guest.To write down the details on front desk morning call record sheet

3、: Guest name, Room number, Wake up call time, taken byReconfirm with guest both times and date.“ Mr. Tan, may I confirm with you that your wake up call will be at 7:00am tomorrow, is that correct? Would you like us to send a cup of coffee or tea to your room after wake you up?” Write down received b

4、y whom on the original sheet.Make remark on the guest who order room service for next morning Room Service Dept. to follow up.Informed Telephone Operator and noted down the name of received operator on the front desk morning call sheet.To ensure that the right guest receives the wake up call.Write o

5、n the paper to remember and this list will be passed to operator.To check if all facts are right, because we want to consistent in our service, we will make guest satisfaction a key driver of our business, do more for our guests, offer tea and coffee is to delight our guest.To ensure operator get the wake up calls sheet and guest receiving the service on time.PREPARED BY編寫人: APPROVED BY批準(zhǔn): DESIGNATION名稱Front Office Manager前廳經(jīng)理SIGNATURE/DATE簽名/日期DE