星級(jí)酒店管理規(guī)章制度范本

1、STANDARD OPERATING PROCEDURES標(biāo)準(zhǔn)工作程序Front Office DEPARTMENT前 廳 部 禮賓部Concierge任務(wù)排列 描述Task No: Description 酒店門前工作 hotel front door service 門童服務(wù) door man service 旗幟升降 raise and drop flag 出租車服務(wù) taxi service 專線車服務(wù) special line vehicle service 帶房程序 show-room service 散客離店 walk-in departure 團(tuán)隊(duì)入住 team checkin

2、g-in 團(tuán)隊(duì)離店 team departure 換房 change room 行李提取 luggage picking-up 行李寄存 luggage consignation 行李處理 luggage handling 行李房 luggage room 行李房治理 management of luggage room 行李房鑰匙治理 management of the key to luggage room 店外修理服務(wù) repairing service from outside of the hotel 郵件治理 mail management 郵包/掛號(hào)信投寄 delivery of

3、 package/registered mails 包裹/掛號(hào)信領(lǐng)取 picking up package/registered mails 報(bào)紙/郵件/留言的傳送passage of newspaper/mails/messages 派送程序 sending-off process 車輛預(yù)訂 vehicle reservation 內(nèi)部用車 vehicle useage within hotel 車輛維修 vehicle repair 車輛加油 vehicle oil adding 日常工作 daliy work 車輛清洗 car washing 行車記錄 record of vehicle

4、 usage 車輛月報(bào)告 monthly vehicle report 車輛鑰匙治理 management of vehihcle keys 車輛運(yùn)作治理 management of vehicle operation 司機(jī)操作程序 drivers operation process 機(jī)場送機(jī) airport sending-off 機(jī)場接機(jī) airport pick-up 穿梭巴士 airport shuttle 司機(jī)治理 driver management 車匙及證件治理 management of car keys and driving licenses 車輛日常治理 daily ve

5、hicle management接待 Reception任務(wù)排列 描述Task No: Description 政策與程序 policy and process 電話禮儀 telephone courtesy 接電話準(zhǔn)則 principle of answering phone 接聽電話標(biāo)準(zhǔn) standard of answering phone 住宿登記治理 management of registeration 散客入住辦理 checking-in for walk-ins 團(tuán)隊(duì)入住 checking-in for team 團(tuán)隊(duì)相關(guān)事項(xiàng)辦理 related process for tea

6、m that checks in 老弱病殘客人入住 checking-in for the old, weak, silk, and disable 貴賓接待 VIP reception 住房押金 deposit 延住 extension 加床 extra bed 換房 room change 日租房 daily rent room 免費(fèi)房 complimentary room 自用房 house use 房價(jià)變更 adjustment of room price 房價(jià)差異 room price difference 客房展示 room show 排房原則 principle of room

7、arangement 當(dāng)日排房 room arrangement of the day 提早排房 room arrangement in advance 超額預(yù)訂 extra reservation 留言 message 接送服務(wù) picking-up/sending-off service 回頭客/長住客 returned custermer /long-stay guset 預(yù)離跟催 payment request before departure 團(tuán)體退房 team departure 手工結(jié)賬 manual checking-out 信用卡核查 credit card check 支票

8、結(jié)算 check cheking-out 賬項(xiàng)分離 account and item seperation 付款憑證 remittance copy 公司掛賬 charge to companys pending account 外幣兌換 foreign currency exchange 旅行支票兌換 travelers check deposit 賬目拒付 account payment denial 團(tuán)體費(fèi)用漏賬 team payment omission 散客漏帳 walk-in payment omission 客人投訴 custermer complain 處理投訴的準(zhǔn)則 prin

9、ciple of handling custermer complain 房間萬能鑰匙的治理 management of master key商務(wù)中心BusinessCenter任務(wù)排列 描述Task No: Description 郵寄服務(wù) mail service 設(shè)備租賃服務(wù) equipment retal service 文件裝訂 document binding 傳真接收 receiving fax 代發(fā)傳真服務(wù) sending fax 長途電話代撥 long-distance phone call 打字服務(wù) typing service 復(fù)印服務(wù) copy service 翻譯服務(wù)

10、 translation service房間預(yù)定 Room Reservation任務(wù)排列 描述Task No: Description 電話促銷 telephone promotion 電話預(yù)訂 telephone reservation 傳真預(yù)訂 fax reservation 團(tuán)體預(yù)訂 team reservation 訂房確認(rèn) room reservation confirmation 擔(dān)保預(yù)訂 guaranteed reservation 房價(jià)確認(rèn) confirmation of room price 訂房婉拒 refusal of room reservation 預(yù)定未到 boo

11、ked yet not arrived 訂房變更 reservation change 訂房取消 reservation cancel 預(yù)訂審核 reservation check總機(jī) Operator 任務(wù)排列 描述Task No: Description 接電話禮儀 telephone courtesy 來電應(yīng)答標(biāo)準(zhǔn) phone answering standard 客房電話轉(zhuǎn)接 connecting phone call 電話轉(zhuǎn)接準(zhǔn)則 principle of connecting phone call 內(nèi)部電話處理 internal phone handling 客人信息查詢 gues

12、t information inquiry 電話號(hào)碼查詢 phone number inquiry 叫醒服務(wù) morning call service 留言服務(wù) message service 免打攪服務(wù) no disturb ance service 客人動(dòng)向信息 guest information 保密服務(wù) keeping confidentiality 緊急電話 emergency call 電話系統(tǒng)故障 barrier of phone system主題 ：酒店門前工作Subject: hotel front work參考號(hào)：FO-CON-001Ref: FO-CON-001目的 OB

13、JECTIVE 細(xì)化酒店門前的各項(xiàng)工作，維護(hù)酒店的星級(jí)門面形象Detail every task to maintain hotel image流程 PROCEDURES 門僮應(yīng)認(rèn)真預(yù)備好客人到達(dá)酒店時(shí)如何致意歡迎。如打開客人的車門時(shí)能夠 講：“歡迎您光臨雅閣酒店” Doorman prepares to greet to guests, like saying “welcome to Argyle Hotel” when he opens the door for them作為門僮，平素要注意研究門前車輛的調(diào)度，熟悉各種車輛的停車、開門、關(guān)門、起動(dòng)等四個(gè)動(dòng)作和走車路線等。尤其是白晝、夜間、晴

14、日、雨天以及人多雜亂時(shí)的各種不同情況。 As a doorman, pay attention to vehicle fleet, be familiar with the four movements (parking, opening door, closing doors, moving) and driving lines of every vehicle, esp. different situations during daytime, nighttime, sunny day, rainy day, or crowded days. 門僮對出租車司機(jī)要親切、熱情。處理好人際關(guān)系關(guān)

15、于酒店的宣傳極其重要。情況同意時(shí)，可告訴司機(jī)酒店客人的用車需要，并隨時(shí)掌握酒店出租車的車輛情況。 Doorman should be kind and warm to taxi drivers. Deal with relationship well to introduce hotel. With allowance, doorman can tell drivers vehicle needs and get some taxi resource information客人乘車到達(dá)酒店時(shí)，門僮要注意下列順序：When guest arrives hotel by car, doorman

16、should pay attention to:a) 指揮車輛停在適當(dāng)位置。 Guide vehicle to park at proper place.b) 注意車輛前后左右的安全。 Pay attention to the safety of the vehicles neighbourhood.c) 客人做好下車預(yù)備再開車門,尤其對女客、兒童要格外小心。 Get ready to open doors for guests, esp. women and children.d) 使用恰當(dāng)、得體的語言表示歡迎。 Welcome guests with proper language.e)

17、清點(diǎn)行李的種類件數(shù)。 Count luggage number.f) 注意安全，關(guān)好車門。 Close the door of the vehicle and pay attention to safety.g) 指揮車輛離開 Guide vehicles to leave.最好不替司機(jī)、客人保管車鑰匙（必要時(shí)除外）。Doorman should better not keep keys for drivers and guests (unless he has to)由于司機(jī)經(jīng)常向門僮或行李員、服務(wù)員等詢問諸如車場、車庫路線、到名勝古 跡或大廈公司的路線、地址等問題，因此有關(guān)人員日常對此要有

18、所研究。 As drivers often asks for parking, driving lines to places of interests, doorman should be familiar with different traffic information.召開大型宴會(huì)時(shí)，酒店一般事先發(fā)放停車證及車號(hào)，調(diào)度車輛時(shí)使用揚(yáng)聲器呼喚客人姓名、公司名稱、車號(hào)等。在雜亂的大型停車場，還可酌情使用麥克風(fēng)、手提式步話機(jī)等。 Hotel would hand out parking certificate and series number to drivers when large-s

19、cale banquet is going on. Use louderspeakers to read guests name, company name, and car number, etc. to have vehicle fleet management.主題 ：門僮服務(wù)Subject: doorman service參考號(hào)：FO-CON-002Ref: FO-CON-002目的 OBJECTIVE 規(guī)范門前工作的細(xì)節(jié)，保證來臨的客人第一時(shí)刻地感受到酒店的親切、熱情的到店服務(wù)Regularize working details of hotel front area, make s

20、ure guests feel warm and hospitable once they get hotel流程 PROCEDURES 1. 當(dāng)客人乘坐的車輛抵近時(shí)，站外車道的門僮要主動(dòng)為司機(jī)打手勢，以便汽車停在適當(dāng)?shù)奈恢?。待車停定后，門童應(yīng)迅速走近開啟汽車門的最佳位置，熱情相迎（微笑），拉開車門，向客人表示歡迎（講敬語、問好），先開前門，再開后門，然后站在后門為客人服務(wù)。 Doorman signals driver to park at proper place when guests vehicle comes. When the vehicle stops, go to the be

21、st place to smile and open the door for the guest, and have greetings to the guest, to open the front door first, then back door, then serve guest at the back door.2. 動(dòng)作應(yīng)是左手拉開車門，右手遮擋于車門框上沿（泰國客人除外），以防客人頭部與汽車門框相碰，并提醒客人注意。 Open the door with left hand, cover the top of the vehicle with right hand (exce

22、pt people from Thiland) and tell guest to be careful, in case to let guest bump into the vehicle.3. 關(guān)于年老或行動(dòng)不便的客人，拉開車門后，要主動(dòng)攙扶其下車。 For old or those who have proble in walking, open the door and support them with hands to get out of the vehicle.a) 假如客人手上拿的東西太多，應(yīng)主動(dòng)接過來，以方便客人下車。 If guest has many things i

23、n his hand, help him to carry things when he gets out of the vehicle.b) 假如車內(nèi)裝有行李，即招呼門口行李員為客人搬運(yùn)行李。 If there is luggage, call for luggage man to carry the luggage.c) 詢問客人是否要住店，并轉(zhuǎn)告行李員。 Ask guest if he will sty in the hotel, then let luggage man know.d) 如臨時(shí)沒有行李員，應(yīng)主動(dòng)關(guān)心客人將行李卸下，當(dāng)面和客人點(diǎn)清件數(shù)，把行李搬入大堂，并告訴行李員行李件數(shù)

24、，如無行李生則與領(lǐng)班交接，然后迅速返回工作崗位。 If there is no luggage man at that time, help guest to take off the luggage, count them in front of the guest, take them to the lobby, tell luggage man the number. If there is no luggagem man, tell the head of the shift, then go back to work.e) 登記車號(hào)卡轉(zhuǎn)交給客人。 Register vehicle n

25、umber and hand in to the guest.4 客人離店時(shí)，門童應(yīng)主動(dòng)上前向客人打招呼，問客人去處并代客人叫車，打手勢引導(dǎo)車輛停在適當(dāng)位置。請客人上車，并告訴司機(jī)客人的去處，向客人道不。 When guest leaves the hotel, doorman should say goodbye to guest, ask the guest where to go, and help him to get a vehicle. Open the door for the guest, tell driver where to go, say goodbye to the

26、guest.a) 動(dòng)作應(yīng)是左手拉門，右手遮擋于車門門框上沿，以防客人頭部與汽車門框相碰，并提醒客人注意。 Open the door with left hand, cover the top of the vehicle with right hand (except people from Thiland) and tell guest to be careful, in case to let guest bump into the vehicle.b) 關(guān)于年老或行動(dòng)不便的客人，拉開車門后，要主動(dòng)攙扶其上車。 For old or those who have proble in wa

27、lking, open the door and support them with hands to get into the vehicle.c) 假如客人手上拿的東西太多，應(yīng)主動(dòng)接過來，征得客人同意后，把行李物品放好，并交接好件數(shù)，蓋好車尾箱蓋（或關(guān)好車門）。 If there are many things in the guests hands, with the guests permission, help him put the luggage in the vehicle, count and tell guest how many items, close the trun

28、k/door.d) VIP 客人離店，當(dāng)客人車輛啟動(dòng)時(shí)，應(yīng)舉手告不，且目送其離去以示禮 貌。 Solute to VIP when he leaves hotel.登記車號(hào)卡呈交客人。Register vehicle number and give it to the guest.當(dāng)候車人多而無車時(shí)，門僮應(yīng)禮貌地請客人排隊(duì)，按先后次序乘車，協(xié)助保安員維持秩序；當(dāng)載客的車多而人少時(shí)，門僮應(yīng)按汽車到達(dá)的先后安排客人乘車。 When there are many people waiting for the vehicle, doorman should be polite and tell gue

29、sts to wait in line, and asist security guard to maintain order; when there are more vehicles than guests, doorman should arrange the picking up according to the order in line. 如有客人趕火車或飛機(jī)，必須要征得排隊(duì)客人的同意，方可讓趕火車或飛機(jī)d的客人先乘車。 If any guest is in a hurry to go to the airport or railway station, with other gu

30、ests allowance, let them leave first. 主題 ：旗幟升降Subject: raise and drop flag參考號(hào)：FO-CON-003Ref: FO-CON-003目的 OBJECTIVE 規(guī)范旗幟的治理，維護(hù)酒店的社會(huì)形象Regularize the management of flag to maintain hotels image流程 PROCEDURES 店旗和國旗升降歸前廳禮賓部治理，每天清早在七點(diǎn)正將國旗、店旗和集團(tuán)旗 升起，在晚上六點(diǎn)將上述旗幟降下。 Concierge is in charge of the raise and dro

31、p of hotel flag and natioianl flag, raise national flag, hotel flag and cooperat flag at 7ap every day, drop them down at 6pm. 在升旗時(shí)，必須要注意旗幟箭頭所指方向，每面旗幟都有箭頭指引方向，請按 指引方向升旗, 當(dāng)值領(lǐng)班負(fù)責(zé)監(jiān)督。 Pay attention to the direction of the flag with guidance, duty supervisor should inspect it.旗幟一式三套，應(yīng)主動(dòng)清洗。 With three set

32、s of flags, clean them constantly. 主題 ：出租車服務(wù)Subject: Car rental service參考號(hào)：FO-CON-004Ref: FO-CON-004目的 OBJECTIVE 規(guī)范酒店的客用車服務(wù)程序，確保客人用車的方便、快捷和準(zhǔn)時(shí)流程 PROCEDURES 依照預(yù)訂部的通知，把當(dāng)日抵店客人的用車要求，提早通知司機(jī) Tell driver guests car picking up request in advance according to the announcement of reservation department.客人的訂車要求

33、必須記錄在出租車記錄表內(nèi)，并預(yù)備相應(yīng)的車單在前臺(tái)接 待處入賬。 Guests booking sheet should be kept in CAR RENTAL FORM, and related sheet should be input into account in the front desk.每日下午或晚上將次日清晨時(shí)刻客人的用車要求事先通知司機(jī)。 Tell driver guests need of car service every afternoon or evening or early the second morning.確保訂車客人的用車需要，如所訂的車輛未能準(zhǔn)時(shí)抵達(dá)

34、，應(yīng)迅速另找車輛代替， 同時(shí)把、車輛未能到達(dá)的緣故記錄下來，并向客人表示歉意。 Make sure guests car would be ready on time. If the car couldnt be there on time, should immediately find another car to replace, meanwhile keep a record on why the car doesnt come and appoligize to the guest.主題 ：專線車服務(wù)Subject: Special line shuttle service參考號(hào)：F

35、O-CON-005Ref:FO-CON-005目的 OBJECTIVE 規(guī)范穿梭巴士的服務(wù)程序，為酒店住店客人提供便利Regularize the process of hotel shuttle service to provide convenience for hotel guests流程 PROCEDURES 專線車是為住客提供的免費(fèi)服務(wù)項(xiàng)目，原則上只有住客才能享受這項(xiàng)服務(wù)，對 非住客的乘搭要婉言拒絕。 Special line shuttle is a free service for the guests, in principle only hotel guests can sh

36、are this service, should refuse those people who do not stay in the hotel.住客的親戚、朋友等在車輛可容納的情況下可與住客一同前往火車站、機(jī)場。 Hotel guests relatives, friends, etc. can ride together to railway station and airport when there are enough empty seats.房務(wù)總監(jiān)、前廳經(jīng)理、來賓服務(wù)經(jīng)理可酌情同意，對非住客的乘車免去費(fèi)用。 With the director of room division,

37、 front desk manager, guest service managers permission, guests who do not stay in the hotel can also ride on the shuttle for free.耐心解答客人提問，總是做到熱情、有禮，盡可能為客人提供最直接的服務(wù)。 Solve guests problems patiently, be passionate and polite, provide the most direct service as much as possible.若住客向行李員詢問專線車如何樣乘搭，行李員要認(rèn)真

38、解答。如客人需立即乘車 離店，則由行李員直接帶客人上專線車，并將客人的房號(hào)、人數(shù)、前往地點(diǎn) 等資料告訴門僮，以便登記。如同意詢問的行李生正在為他人服務(wù)的時(shí)候， 則請另一位行李員幫忙送客人上車。 Luggage man should be patient to answer guests questions about traffic information. If guest needs to leave hotel immediately, luggage man should take the guest to the special line directly, and tell the

39、 guests room number, amount of people, destination to doorman for registeration. If the luggage man is busy carrying other peoples luggages, ask for help from another luggage man.若住客臨時(shí)不需乘坐專線車，則清晰地向客人講解有關(guān)如何乘搭、開車時(shí)刻等，請客人屆時(shí)到停車點(diǎn)直接候車。If guest would not ride on the shuttle immediately, tell him the shuttle

40、s information, to let them get there on time.非住客詢問是否有專線車服務(wù)，則告訴客人專線車只為本店客人服務(wù)，婉言拒絕其要求。For those who do not stay in the hotel to ask for shuttle information, tell them the shuttle is just for guests who stay in the hotel, and refuse them in a vivid way.任何時(shí)候行李員不得跟車外出。 Luggage man can not go with the shu

41、ttle for any reasons.每天的專線車記錄由各班次專人負(fù)責(zé)，即早班行李員一人，中班一人。另兩人 協(xié)助工作，以免工作、治理上發(fā)生混亂現(xiàn)象。每次開車前二分鐘由行李員負(fù) 責(zé)清點(diǎn)客人數(shù)目，前往何處，并在相應(yīng)時(shí)刻上做好記錄。 The luggage man for morning and noon shifts, keep records on the driving lines every day, another two assist to work to avoid any chaos in work and management. Luggage man checks the h

42、eadcounts two minutes before the shuttle leaves, and keeps record on destination and time.主題 ：帶房程序Subject: Process of room showing參考號(hào)：FO-CON-006Ref: FO-CON-006目的 OBJECTIVE 規(guī)范帶房程序，以便客人能體現(xiàn)星級(jí)酒店的服務(wù)，同時(shí)，鼓舞行李生利用每個(gè)對客機(jī)會(huì)來促銷酒店Regularize process of room showing to present hotels wonderful service, meanwhile enc

43、ourage luggage man to use every chance to have promotion for hotel.流程 PROCEDURES 1. 向抵店的客人主動(dòng)開啟大門，微笑點(diǎn)頭表示歡迎。 Open door for the guests, smile and welcome them.2. 如遇客人有行李，應(yīng)主動(dòng)上前關(guān)心客人搬卸行李，并告知卸下之行李的數(shù)量。如遇行李件數(shù)多，應(yīng)利用行李車輔助，禮貌地詢問客人姓名（如能從客人的行李名牌上明白更好）。 Help guests with their luggages and tell them their luggage am

44、ount. If there are many luggages, use luggage cart to carry and ask guests for their names (it is better to know their names from their luggage nameplate).3 行李員不管是從車內(nèi)接到行李依舊從門僮手中接過行李都要立即與客人一起 清點(diǎn)行李件數(shù)，檢查行李有無破損，并記住客人所乘車輛的車牌號(hào)碼。 Luggage man should check luggage number with guests and check if there is any

45、 damage and write down guests car number.4. 如遇行李由門僮幫客人將行李從車內(nèi)卸下，可能行李未卸完，客人已進(jìn)入大廳到接待處登記，則行李生向門僮問清行李所屬客人的特征，然后搬運(yùn)行李到接待處，向客人核實(shí)行李數(shù)（若有差錯(cuò)，即可依照記下的車牌號(hào)碼、所屬公司、特征等迅速為客人找回行李）。 If guest goes to check in in the lobby when luggage man is still unloading his luggage, luggage man should ask doorman for the guests lugga

46、ge information, then carry them to the reception place, check luggage with the guest (if there is any mistake, write down car number, company name, characteristics, etc. to help guest get his luggage).以正確的姿勢站立于客人右后方 1.5 米處，替客人看管行李（行李必須放在自己與客人之間及伸手范圍內(nèi)）隨時(shí)聽從客人吩咐并注意接待員的暗示等。如需要用行李車時(shí)，要把整車行李放在禮賓部柜臺(tái)旁邊靠墻處，行李

47、生則站在客人身右后方 1.5 米處。Stand on the right behind the guest with 1.5meters distance, keep eyes on guests luggage (luggage should be put at the place between guest and luggage man within reach) and wait for the guests order. If luggage man needs to use luggage cart, he should put the luggage cart with all

48、luggage on close to the wall of concierge counter. Luggage man should stand on the right behind the guest with 1.5 meters distance.待客人辦妥手續(xù)后，應(yīng)主動(dòng)上前向客人或接待員問取房間鑰匙，確認(rèn)房號(hào)正確后，提上行李，引領(lǐng)客人到房間。After guest checks in, go to ask guest or receptionist for room key, confirm the room number, carry guests luggage and g

49、uide guest to his room.a) 接待客人要主動(dòng)，并詢問客人是否第一次入住。同時(shí)，借此介紹酒店設(shè)施及推廣活動(dòng)。 Be active towards guest, ask him if it is his first time to stay in this hotel. Meanwhile introduce this hotels infrastructure and promotion activities.b) 若客人因事需先到不處，行李生要先把行李送上房間，現(xiàn)在行李生要以看到的客人房間號(hào)碼為準(zhǔn)。 If guest doesnt go to his room with

50、luggage man, luggage man should send luggage to the guests room according to his room number.如遇前臺(tái)接待員或來賓服務(wù)經(jīng)理等帶客人上房，行李員在核實(shí)行李件數(shù)后，可乘搭行李專梯將客人行李運(yùn)上房間。If the receptionist of front desk or custermer service manager guides guest to his room, luggage man can send guests luggage by luggage delivery elevator aft

51、er luggage checking.乘搭電梯時(shí)，先將一只手按住電梯門，請客人先入電梯，進(jìn)電梯后應(yīng)靠近電梯按鈕站立，以便于操縱電梯。出電梯時(shí)，讓客人先出，然后自己攜帶行李出電梯，后接著在前方引導(dǎo)客人到房間。如行李過多過重時(shí)，護(hù)送客人到電梯后，向客人解釋，請客人先到房間，把房間鑰匙交回客人，在推車搭行李專用電梯上房間。When getting in the elevator, punch the door, let guest get in first, then get in and stand by the botton place to operate the elevator. Whe

52、n getting out of the elevator, let guest get out first, then carry luggage to get out of the elevator, guide guest to his room. If there are many luggage, at the elevator entry place, explain to guest that he goes to the room first, and give him the key, then send luggage to guests room by special l

53、uggage elevator.進(jìn)入房間前，先插入電子鑰匙（現(xiàn)在房間大部分燈亮），請客人先進(jìn)入房間。After opening the door, put room key in the plug (most of the lights will be on immediately), let guest get in first.a) 開門后，如發(fā)覺房內(nèi)有其他客人的行李、雜物或房間未搞衛(wèi)生，應(yīng)立即退出，并向客人解釋清晰，再向樓層服務(wù)臺(tái)和前臺(tái)接待處聯(lián)系，完成換房后把結(jié)果通知前廳接待員。 If luggage man finds out other peoples luggage or the

54、room is not clean, leave the room immediately, and explain the situation to guest, then contact service counter of the floor and front sedk, change room and tell front desk afterwards.客人入房間后對房間不中意要求更換房間時(shí)，行李員應(yīng)立即與接待處聯(lián)系，完成換房工作后，再次通知前臺(tái)接待員。If guest requires to change room after entering the room he gets,

55、 luggage man should contact reception immediately to change, tell the receptionist in the front desk then.隨客人進(jìn)入房間后，將行李放在行李架或按客人吩咐將行李放好。Put luggage on the luggage stand or the place guest wants to after entering the room.向客人介紹房間設(shè)施和各種設(shè)施的使用方法（如客人往常曾住過本酒店，就不必介紹了）。次序：開窗簾、房間的座向、茶水、冰柜的位置、服務(wù)指南、收音機(jī)、電視機(jī)開關(guān)的位置、

56、空調(diào)操縱、衣柜和洗手間。Introduce the using methods of infrastructures in the room (if the guest has stayed in this hotel before, it is not necessary to introduce). Order: open the curtain, drink container, freezer, service guidance, radio, removable controller for tv and conditioners, closet, and bathroom.房間介紹

57、完后，征求客人是否還有其他吩咐。在客人無其它要求時(shí)，即向客人道謝，迅速離開，將房門輕輕拉上。Ask guest if he has any other requests after room introduction. If the guest doesnt have any other requests, say goodbye to him, and leave imeediately with closing the door quietly.做完每一個(gè)散客的行李進(jìn)店（包括原已住下需幫忙搬運(yùn)物品上房間的客人），應(yīng)迅速走職員通道返回禮賓部柜臺(tái)。立即在散客入住登記表上逐項(xiàng)登記清晰。After

58、 sending luggages for the guests, go back to the concierge counter through employee path. Fill in the form of guest registeration.在接到通知要為某客人轉(zhuǎn)房時(shí)，先在人員去向表上記下動(dòng)身時(shí)刻和轉(zhuǎn)房房號(hào)，然后推行李車內(nèi)樓層為客人轉(zhuǎn)房。提醒客人帶齊行李物品（如客人不在就與樓層領(lǐng)班一起檢查清晰有無遺留在房間里）。幫客人換上新開的房間鑰匙和住房卡。With the announcement of changing room for guest, write down time

59、and new room number on the room changing form, and go to change room for guest. Remind the guest to bring all his luggage (If guest is not in the room, check if theres any thing left in the room with floor captain). Give guest the new room key.Subject: Departure for walk-in主題 ：散客離店Ref: FO-CON-007參考號(hào)

60、：FO-CON-007目的 OBJECTIVE 規(guī)范離店程序來確?？腿说男欣畎踩?，同時(shí)通過有效的服務(wù)程序，保證客人帳務(wù)程序的完結(jié)，保障酒店的收益Regularize the departure process to make sure the safety of guests luggage, 流程 PROCEDURES 站立于大門兩側(cè)及禮賓部柜臺(tái)邊的行李員，當(dāng)見到大堂內(nèi)有客人攜帶行李離 店，應(yīng)主動(dòng)上前關(guān)心提運(yùn)行李，并送客人上車或按客人要求運(yùn)送。接到當(dāng)值領(lǐng)班派送客人離店的行李通知后（注意問清晰房號(hào)），在Log Book 上登記清晰。拿著（已寫房號(hào)、指示牌號(hào)碼的）寄存卡，推車走行李通道乘 行李專