【正文】 ????????????59 行政樓層客人接待 Executive Floor Guest Arrival ?????????????????????????61 行政樓層客人離店 Executive Floor Guest Departure ?????????????????????62 客房沒有準(zhǔn)備好 Room not Ready on Arrival ?????????????????????????????63 處理賓客留言 Message handling ?????????????????????????????????????????????64我愛酒店網(wǎng)：11 查詢客人房號 Room Number Inquire??????????????????????????????????????65 總臺物品轉(zhuǎn)送 Guest’s Articles Send/Transfer ????????????????????????66 VIP 信息更改 VIP information Change ??????????????????????????????????????68 辦理房間房租變更手續(xù) Room Charge Changing ???????????????????????????????????????69 房間分配 Room Allotment ???????????????????????????????????????????????????70 房間鑰匙管理 Roomkey Management ???????????????????????????????????????72 建立客史檔案 Set up Guest’s History ?????????????????????????????????????????73 第三節(jié) 大堂副理程序與標(biāo)準(zhǔn)Assistant Manager Standard Operation Procedure???????????????????????????????7484 貴賓入住 VIP Checkin ????????????????????????????????????????????????????????74 接待重要團(tuán)隊賓客 VIP Group Checkin?????????????????????????????????????????????77 展房/介紹酒店 Show Rooms/Hotel Tours????????????????????????????????????78 處理賓客投訴 Complain Handling ??????????????????????????????????????????????79 處理賓客遺留物品 Handling Guest’s Properties Left Behind?????????????80 處理賓客房門鎖失靈 Room lock Out Of Order Handling ????????????????? 81 突發(fā)事件的處理步驟 Urgent/Accident Handling????????????????????????????????????82 處理賓客拒付電話費 Handling the Refusal to Payment for Telephone??84第四節(jié) 禮賓部程序與標(biāo)準(zhǔn)Concierge Standard Operation Procedure????????????????????????????????????????????85102 迎賓員 Door Man Standard Operation??????????????????????????????85 行李員 Bell Man Standard Operation ???????????????????????????????88 處理賓客郵件、信件 Guest’s Postal Items、Letters Handling ???????????????95 處理賓客物品轉(zhuǎn)交 Guest’s Articles Transfer??????????????????????????????????????96 一、二樓公共區(qū)域?qū)と朔?wù) Public Area Paging Service ?????????????????????????????97 客人行李寄存服務(wù) Guest’s Luggage Store Service?????????????????????????????98 提供出租車服務(wù) Car Rental Service ????????????????????????????????????????????????99 委托代辦服務(wù) Concierge Service???????????????????????????????????????????????100 資料收集及整理 Data Collect and Arrange????????????????????????????????????101 第五節(jié) 總機(jī)程序與標(biāo)準(zhǔn)我愛酒店網(wǎng)：12Operation Standard Operation Procedure?????????????????????????????????????????103110 接轉(zhuǎn)內(nèi)外線電話 Phone Call Connecting and Exchanging?????????????103 處理直撥長途電話 Long Distance Call Service ????????????????????????????????104 前廳部總機(jī)免打擾服務(wù) Do Not Disturb Call Service???????????????????????????105 叫醒服務(wù) Wakeup Service?????????????????????????????????????????????106 電話咨詢服務(wù) Telephone Information Service???????????????????????107 電話尋人服務(wù) Paging Service by Telephone??????????????????????????108 發(fā)布天氣報告 Weather Forecast Service ???????????????????????????????109 話務(wù)臺維護(hù)與保養(yǎng) Maintenance of Equipment??????????????????110 第六節(jié) 商務(wù)中心程序與標(biāo)準(zhǔn)Business Center Standard Operation Procedure ???????????????????????????????111120 接收傳真 Fax Receiving ?????????????????????????????????????????????????111 接收客人委托向外發(fā)出傳真 Fax Sending ???????????????????????????????????????????????????112 提供打字服務(wù) Taping Service????????????????????????????????????????????????114 復(fù)印服務(wù) Copying Service??????????????????????????????????????????????115 代辦快件 Mail Express Service ??????????????????????????????????????116 提供翻譯服務(wù) Translation Service ?????????????????????????????????????????117 提供文件裝訂服務(wù) Binding Service???????????????????????????????????????????????118 提供電話服務(wù) Public Telephone Service ???????????????????????????????119 商務(wù)中心設(shè)備維護(hù)及保養(yǎng) Maintenance of B\C Equipment??????????????????????120 第七節(jié) 商場程序與標(biāo)準(zhǔn)Gift Shop Standard Operation Procedure ??????????????????????????????????????????121124 零售商品進(jìn)貨制度 Stock with Goods????????????????????????????????????????????????121 商場換貨服務(wù) How to Handling Guest Changing Goods ??????????122 售后服務(wù) After Sale Service???????????????????????????????????????????????123 第四章 前廳部各項管理制度MANAGEMENT SYSTEM OF DEPT ?????????????????????????????????????125147 前廳部行為規(guī)范 The Dept Staff Behavior Standard????????????????125 前廳部各崗位規(guī)章制度 The Dept Regulation System????????????????????????129 我愛酒店網(wǎng)：13 總臺考核條例 Evaluation Rules of Front Desk???????????????????????????133 禮賓部考核條例 Evaluation Rules of Concierge ????????????????????????????136 商場考核條例 Evaluation Rules of Gift Shop?????????????????????????????139 商務(wù)中心考核條例 Evaluation Rules of Business Center???????????????????144 總機(jī)考核條例 Evaluation Rules of Operator?????????????????????????????146 第五章 前廳部各部門運轉(zhuǎn)表格OPERATION LIST OF DEPT????????????????????????????????????????????????????148185 我愛酒店網(wǎng)：14第五編：管家部Ⅴ、HOUSEKEEPING DEPT第一章 管家部組織結(jié)構(gòu)圖 ???????????????? 1ORGANIZATION CHART第二章 管家部崗位職責(zé) ???????????????????? 125POSITION RESPONSIBILITY OF DEPT 管家部經(jīng)理 Dept. Manager???????????????????????????????????????????2 樓層經(jīng)理 Head Floor Supervisor ????????? 3 樓層督導(dǎo) Floor Captain ???????????? 5 樓層服務(wù)員 Room Attendant ??????????? 7 樓層清掃員 Room Cleaner ??????????????????????????????????????????????????9 公共區(qū)域經(jīng)理 Public Area Supervisor???????????????????????????????????11 公共區(qū)域督導(dǎo) Public Area Captain ????????? 12 公共區(qū)域服務(wù)員 Public Area Attendant ???????? 13