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1目录CATALOGUE第一章前厅部组织结构图ORGANIZATIONCHART··························································1第二章前厅部岗位职责POSITIONRESPONSIBILITIESOFF.ODEPARTMENT·············2-232.1前厅部经理F.OManager······································22.2前厅部秘书F.OSecretary·······································32.3大堂副理AssistantManager·································42.4前台接待经理ReceptionManager································62.5前台接待员Receptionist········································72.6预订员ReservationClerk··································92.7总机督导OperatorCaptain··································112.8总机话务员Operator············································122.9首席礼宾司ChiefConcierge···································132.10迎宾员Doorman··········································142.11行李员Bellman··········································162.12商务中心督导B.CCaptain········································172.13商务中心文员B.CClerk··········································182.14商场经理GiftShopManager·······························202.15商场员工Seller··············································212.16医务室医生InfirmaryDoctor································22第三章前厅部各岗位操作程序F.ODEPARTMENTSTANDARDOPERATIONPROCEDURE第一节前厅部各岗位每日工作内容F.ODepartmentCheckList··················································24-393.1.1前厅部经理F.OManagerCheckList·······················243.1.2大堂副理AssistantManager································253.1.3前台接待经理ReceptionManager·····························273.1.4总机/商务中心督导Operator/B/CCaptain·····························29F.O管理实务3.1.5首席礼宾司ChiefConcierge·································3023.1.6预定员Preservationist·····································313.1.7前台接待Receptionist······································323.1.8礼宾员Concierge······································353.1.9商场员工Seller················································363.1.10总机话务员Operator·········································373.1.11商务中心文员B/CClerk·········································39第二节前台程序与标准F.OStandardOperationProcedure·········································40-733.2.1受理电话预订RoomReservationbyCalling··················403.2.2传真、信函订房RoomReservationbyFax、Letter··············413.2.3来店预订操作RoomReservationontheSpot···················423.2.4变更预订的处理BookingAmendment·····························433.2.5散客入住程序FITCheck-in······································443.2.6散客离店程序FITCheck-out·····································463.2.7残疾人接待程序HandicappedCheck-in····························483.2.8团队入住GroupCheck-in···································493.2.9团队离店GroupCheck-out···································503.2.10长住客人接待服务Long-stayingGuestsService····················513.2.11更换长住客人房卡Long-stayingGuestsRoom-keyChange······523.2.12宾客推迟离店DelayCheck-out···································533.2.13处理双锁门，开双锁门RoomDoubleLock······························543.2.14贵重物品寄存HandingSafeDepositChanging···············553.2.15调换房间/调整价格Room/RateChanging···························563.2.16处理折扣HandletheRebateChanges·····················583.2.17房间异常报告处理RoomDiscrepancyReport························593.2.18行政楼层客人接待ExecutiveFloorGuestArrival··················613.2.19行政楼层客人离店ExecutiveFloorGuestDeparture··············623.2.20客房没有准备好RoomnotReadyonArrival·····················633.2.21处理宾客留言Messagehandling·································643.2.22查询客人房号RoomNumberInquire····························653.2.23总台物品转送Guest’sArticlesSend/Transfer·················66F.O管理实务3.2.24VIP信息更改VIPinformationChange···························6833.2.25办理房间房租变更手续RoomChargeChanging····························693.2.26房间分配RoomAllotment·····································703.2.27房间钥匙管理Room-keyManagement····························723.2.28建立客史档案SetupGuest’sHistory······························73第三节大堂副理程序与标准AssistantManagerStandardOperationProcedure·······················74-843.3.1贵宾入住VIPCheck-in··········································743.3.2接待重要团队宾客VIPGroupCheck-in··································773.3.3展房/介绍酒店ShowRooms/HotelTours···························783.3.4处理宾客投诉ComplainHandling··································793.3.5处理宾客遗留物品HandlingGuest’sPropertiesLeftBehind··········803.3.6处理宾客房门锁失灵RoomlockOutOfOrderHandling············813.3.7突发事件的处理步骤Urgent/AccidentHandling···························823.3.8处理宾客拒付电话费HandlingtheRefusaltoPaymentforTelephone·84第四节礼宾部程序与标准ConciergeStandardOperationProcedure································85-1023.4.1迎宾员DoorManStandardOperation······················853.4.2行李员BellManStandardOperation·······················883.4.3处理宾客邮件、信件Guest’sPostalItems、LettersHandling···········953.4.4处理宾客物品转交Guest’sArticlesTransfer·····························963.4.5一、二楼公共区域寻人服务PublicAreaPagingService······················973.4.6客人行李寄存服务Guest’sLuggageStoreService······················983.4.7提供出租车服务CarRentalService····································993.4.8委托代办服务ConciergeService···································1003.4.9资料收集及整理DataCollectandArrange··························101第五节总机程序与标准OperationStandardOperationProcedure·······························103-1103.5.1接转内外线电话Pho