【正文】 （3）、專(zhuān)業(yè)性安全生產(chǎn)檢查的每一個(gè)項(xiàng)目，必須作好詳細(xì)登記，每次檢查都必須對(duì)前次檢查登記的問(wèn)題進(jìn)行復(fù)查。檢查的形式可以是現(xiàn)場(chǎng)巡回檢查、在會(huì)議上和交接班日記上檢查，夜間值班檢查。動(dòng)作規(guī)范，示意司機(jī)停穩(wěn)車(chē)輛。(3)將電話(huà)轉(zhuǎn)入住客房間，征詢(xún)住客意見(jiàn)是否接聽(tīng)后，或?qū)㈦娫?huà)轉(zhuǎn)入房間，或婉言回拒。(1)打印留言條，裝入留言信封。查明賓客預(yù)付款形式收回賓客存留的現(xiàn)金收據(jù)。(4)按規(guī)定辦理入住手續(xù)。五、續(xù)住工作流程及標(biāo)準(zhǔn) (1)問(wèn)清客人姓名、房號(hào)、續(xù)住時(shí)間。根據(jù)預(yù)定單要求為團(tuán)隊(duì)分房，將房間鑰匙和早餐券準(zhǔn)備好。用國(guó)內(nèi)身份證和國(guó)內(nèi)護(hù)照的要核對(duì)照片確認(rèn)是否為本人登記，身份、護(hù)照是否有效，登記內(nèi)容詳細(xì)清楚準(zhǔn)確，男女同住的要結(jié)婚證后地址相同放入身份證，用外國(guó)護(hù)照的，要核對(duì)照片、國(guó)籍、出生年月日、簽證有效期等。(C)其它同上。注意接洽人姓名、聯(lián)系電話(huà)、傳真電話(huà)。B帶客人看場(chǎng)地，并提出建議。用餐人數(shù)及廳堂和臺(tái)型布置。B、凡是控房日期內(nèi)的預(yù)定須由經(jīng)理簽字方可輸入電腦。游覽回來(lái)后，要征求客人的意見(jiàn)，感謝客人的光臨。（2）旅客訂票時(shí)，要提供正確的姓名、乘機(jī)日期、客票等級(jí)、聯(lián)系電話(huà)。（3）將每日的公付電話(huà)帳單、各公司自付電話(huà)，做出總報(bào)表，計(jì)算出總額后，裝釘好，放在規(guī)定的夾子里，以便月結(jié)。（10）將帳單及時(shí)送往帳臺(tái)。七、電話(huà)總機(jī)服務(wù)工作程序（一）、接轉(zhuǎn)一般內(nèi)，外線(xiàn)電話(huà)在電話(huà)鈴響三聲之內(nèi)，接起電話(huà)，用禮貌用語(yǔ)向賓客問(wèn)好，對(duì)外線(xiàn)：你好，.......................飯店對(duì)內(nèi)線(xiàn)：你好,總機(jī)。（二）、電傳收發(fā)程序收：（1）收到電傳后，首先要與電腦核實(shí)后，按賓客要求及時(shí)通知領(lǐng)取人。要登記在冊(cè)，親自存入行李房，并將所有行李拴在一起。進(jìn)屋后問(wèn)賓客是哪些行李，里面是否有易碎或貴重物品，提示賓客將行李鎖好，然后再向賓客證實(shí)行李件數(shù)，并告訴賓客行李將被放在行李柜臺(tái)，請(qǐng)賓客結(jié)帳后到那里領(lǐng)取。（5）對(duì)于飯店制定房間價(jià)格有參與和提供有關(guān)數(shù)據(jù)的義務(wù)。四、預(yù)訂部工作程序預(yù)訂部預(yù)訂業(yè)務(wù)是前臺(tái)工作的中心環(huán)節(jié)，零散客人訂房都要通過(guò)預(yù)訂來(lái)實(shí)現(xiàn)，預(yù)訂是飯店接待工作的開(kāi)始，它工作的好與壞將直接影響接待工作的進(jìn)行，前臺(tái)預(yù)訂部工作分配如下：早班。如有差異，報(bào)告客房部再做再次檢查。對(duì)于預(yù)計(jì)到達(dá)的賓客訊息，須在電腦預(yù)定中為賓客留言，并由夜班或未來(lái)預(yù)定，應(yīng)暫時(shí)保留。（四）、房間鑰匙控制散客與人的鑰匙發(fā)放。根據(jù)賓客要求選擇好房間，填好住記手冊(cè)，并請(qǐng)賓客在手冊(cè)上簽上自己的姓名。代表飯店總經(jīng)理接受賓客對(duì)店內(nèi)所有部門(mén)和地區(qū)的一切投訴。大堂副理每天不定時(shí)的對(duì)住客房進(jìn)行拜訪(fǎng)，形式以電話(huà)拜訪(fǎng)和登門(mén)拜訪(fǎng)為主，對(duì)客人反饋的一些意見(jiàn)和建議積極予以采納和解決，為酒店以后的良好發(fā)展奠定了基礎(chǔ)。20xx年客房收入與20xx年客房收入進(jìn)行對(duì)比，住房率增加了，但收入?yún)s減少了 元，主要原因是因?yàn)榫频陿I(yè)之間的惡性竟?fàn)帉?dǎo)致平均房?jī)r(jià)降低，入住率增加 而收入減少的現(xiàn)象，客房簡(jiǎn)況表附后。第一篇：酒店前廳部工作英文介紹The main operating policies for the staff working in Front Desk:The receptionists working in front desk can not be late for their work and should maintain their own images, paying attention to keep their clothes clean, showing their warm wele to all the guests, no eating snacks, no smoking, no shouting to the guests, no sleeping and reading novels and not doing anything else that is not related to the job of the front desk addition, the working staff can not be allowed to enter into the front desk manager’s office without any previous permission, it’s forbidden to demand tips from guests and to use the hotel phones to make personal calls, and the receptionist on duty should sign her name in order to check the relevant followup work such as changing rooms, checking rooms, first shift is called morning shift which is form 7am to 3pm, a few wakeup service will be done for the morning shift staff and most guests will check out during the shift, but still some guests will check in during the time, and the noon meal time is just only twenty to thirty minutes for them and the time will be less if suddenly es a traveling group with dozens of last they have to check the numbers of the room keys before the end of their afternoon shift is from 3pm to are many guests to check in during the time and they have to check the numbers of the room keys in prior to start to their most cases, they have enough supper there are some strangers walking slowly in the hotel hall, they are obliged to tell security personnel in case that some guest is cheated to result in property policies for Concierge/Bell services:Bell boys or bell men will supply guiding service for the guests, especially for those who have some luggage, showing the correct way to the room for the guests in first staff working in concierge department are obliged to help the guests carry their luggage and there are always a lot of suitcases for the guests from foreign countries, so they have to use luggage carts to take these luggage to its corresponding rooms if suddenly es a group with dozens of , the bellmen have to help save their suitcases or anything else if the guests have the demand of saving their own things, and then the staff’s name will be signed in a special card which is filled in the relevant luggage saving guest will have to show the card to get back his own suitcases and he will have to show his identity card to the front desk staff to check his correct information if the guest has lost his card of getting back his suitcases or last, similarly the guests must show his own identity card and the bell men are obliged to check the information with the receptionists before their helping the guest deliver his own articles.第二篇：酒店前廳部工作年終總結(jié)總結(jié)是應(yīng)用寫(xiě)作的一種，是對(duì)已經(jīng)做過(guò)的工作進(jìn)行理性的思考。成績(jī)是喜人的，但不足之處我們也深刻地意識(shí)和體會(huì)到：在服務(wù)上缺乏靈活性和主動(dòng)性；總機(jī)的設(shè)備老化造成線(xiàn)路不暢，時(shí)常引起客人投訴；個(gè)別新員工對(duì)本職工作操作不熟練；商務(wù)中心復(fù)印機(jī)、打印機(jī)老化，復(fù)印及打印的效果不好，直接影響到了商務(wù)中心的收入。金鑰匙服務(wù)學(xué)習(xí)歸來(lái)后，由于自己對(duì)金鑰匙專(zhuān)業(yè)知識(shí)的缺乏，在工作中沒(méi)能充分的發(fā)揮金鑰匙的個(gè)性化服務(wù)，在本酒店也沒(méi)能很好的發(fā)展金鑰匙隊(duì)伍?；卮鹳e客詢(xún)問(wèn)并為賓客提供一切必要的幫助的服務(wù)。檢查賓客填寫(xiě)的住宿登記卡是否完整并與其核對(duì)證件號(hào)碼，簦證是否有更改，無(wú)變化后，根據(jù)領(lǐng)隊(duì)分配的房號(hào)，請(qǐng)賓客填寫(xiě)登記卡，發(fā)鑰匙，餐券，（此右有集體簽證，可不填寫(xiě)登記卡），最后詢(xún)問(wèn)叫早時(shí)間，離店時(shí)間和出行李時(shí)間。（1）須同賓客出示住房手冊(cè)，或與電腦核對(duì)清楚后方可發(fā)給鑰匙。對(duì)于已離店賓客的訊息或不是本飯店的訊息，經(jīng)查有過(guò)歷史記錄或未來(lái)預(yù)定，應(yīng)暫時(shí)保留。（十）、接收賓客留言對(duì)問(wèn)候賓客的，問(wèn)清留言接收人姓名、房號(hào)，并確定此人是否在飯店居住。（1）首先查看昨日出租情況，制定當(dāng)天預(yù)定工作。（6）對(duì)常客登記提供有關(guān)資料?；氐焦衽_(tái)后，將行李拴上離店牌，標(biāo)注上房號(hào)、件數(shù)、離店等字樣，并將此過(guò)程記錄在離店記錄表上。行李要婉言謝絕易燃、易破損及敞開(kāi)口的行李的存放。（2）將收到的兩傳（一份復(fù)?。┲袕?fù)