酒店前臺-星級酒店前臺接待Front-Desk-Sop

精品文檔精心整理集錦薈萃精品文檔精心整理集錦薈萃前臺接待標(biāo)準(zhǔn)工作程序FRONTDESKGUESTSERVICEASSOCIATESTANDARDOPERATINGPROCEDURESTaskNo.Description1Printingarrivalreportsandregistrationcards23Flightreconfirmation打印來客報告和登記卡重復(fù)確認(rèn)機(jī)票2Blockingroomsforarrivals房間預(yù)留24Safetydepositbox保險箱服務(wù)3Monitoringroomstatus掌握房間狀況25Lossofsafedepositboxkey保險箱的鑰匙丟失的處理4Handlingin-houseamenities客人歡迎品安排程序26Keyauthorization鑰匙的授權(quán)5Preparationforguestarrivals為客人到達(dá)做好準(zhǔn)備27Awaitingroomhandling等候房間6Greetingandwelcomingguests問候并歡迎客人28Billinginstructionhandling賬目說明7Registeringguestwithconfirmedreservation為確認(rèn)預(yù)訂的客人登記29Guestlocation客人方位8Registeringawalk-inguest散客登記30Extensionstay辦理延住9Handlingguestenquiriesandintroducingfacilities處理客人查詢并介紹店內(nèi)設(shè)施31Cashdepositcollection收取現(xiàn)金押金10Updatingofguestinformation使客人信息現(xiàn)代化32Travelagencyvoucher旅行社入住券11Roomchangeprocedure調(diào)房程序33Check-inwithTAvoucher持旅行社入住卷入住程序12Groupcheckin團(tuán)隊(duì)登記34Howtohandleguestcomplaint處理客人投訴13Bucketcheck檢查登記卡35Handlingconfidential/screencallrequest141516171819202122Handlingofguestcompliments處理客人致意Handlingexpectedcheckout處理預(yù)計(jì)離店客人Handlingwake-upcallsrequests處理叫醒電話的要求Handlingmessage處理留言Handlinglatecheck-outrequest處理延遲退房的要求Lost&Foundprocedure失物招領(lǐng)程序MaintainingCommunicationLogBook使用交班本Takingreservation辦理預(yù)定Generatingreport打印報表處理客人保密和篩選電話要求

TRADERSFUDUHOTEL,CHANGZHOU

STANDARDOPERATIONPROCEDURE

常州富都商貿(mào)飯店

標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:01號碼TASK:Printingarrivalreportandregistrationcard工作職責(zé)：打印來賓報告和登記卡EQUIPMENTREQUIRED:Fidelioworkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的PrintArrivalreport打印來賓報告Printregistrationcard打印登記卡Checkwitharrivalreport與來賓報告核對。Classifytheregistrationcard給登記卡分類。ChoosereportinoptionmenuinFidelio&printarrivalreport.在Fidelio的Option中選擇report來打印來賓報告。ChoosereportinOptionmenuinFidelio&inputdate,thenprinttheregistrationcard.在Fidelio的Option中選擇Report來打印并鍵入日期。Checkeveryregistrationcardwitharrivalreport.用登記卡與來賓報告核對。Putregistrationcardinbucketinalphabeticalorder.將登記卡按字母順序放入檔里。Besurealltheregistrationcardsareprinted.確保所有登記卡都打印出來。Ensuretoobtaintheregistrationcardtimelyuponcheckin.確保在客人到達(dá)時能及時找到登記卡。Wewillensureourproceduresarecustomerfriendlyandeasyforthecustomerandstaff.要確保我們的服務(wù)程序永遠(yuǎn)是以客人為核心的，且簡明易行。PREPAREDBY:ChristinaDing起草人：APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人：POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITION:GM職位：SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE常州富都商貿(mào)飯店標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:02號碼：TASK:Blockroomsforarrivals(page1of3)工作職責(zé)：房間預(yù)留EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的BlockallVIProomsfirst.預(yù)留VIP房間。Blockroomsforearlyarrivals.為早到的客人預(yù)留房間LetroomcontrollerblockroomsforVIPonedaybefore.BlockroomsfromthereservationscreenusingF3inFideliotosearchforthedesiredroomtype.由Roomcontroller為VIP提前一天預(yù)留房間。在Fidelio內(nèi)使用F3從預(yù)定屏中預(yù)留房間，以尋求所需房間的類型。Blockonlyvacantcleanroomforearlyarrivals.為早到的客人預(yù)留干凈的空房間。Informrelevantdepartmentsforthevariousamenitiesrequested.Forexample,Housekeepingforflowersandroomserviceforfruitsbasket.通知有關(guān)部門提供所需的各種歡迎品。例如，客房部提供鮮花，送餐部提供果籃。InputDNCintheinstructionfieldinreservationscreenforstaffspecialattention.在預(yù)定屏備注欄輸入DNC以提請員工注意。Asfaraspossible,blockvacantcleanroomsonedaybefore.盡可能提早一天預(yù)留干凈空房。ToensurethatVIPguestshavetheirpriorityroomblockagesothatspecificneedswillbemetaswellastoblockthebestroomsforthem.確保VIP客人享有預(yù)留房間的優(yōu)先權(quán)，以便滿足其具體需求并為其預(yù)留最好的房間。Wewillensureourproceduresarecustomerfriendlyandeasyforthecustomerandstaff.我們要保證我們的服務(wù)程序有益于客人并方便員工。Toalloweachdepartmentstotakethenecessaryactionstopreparetheroomfortheguest.讓每一個部門采取必要的舉措為客人準(zhǔn)備好房間。Toalerteveryonethattheroomblockedshouldnotbechangedbecauseitemsmayhavebeenplacedintheroom.提醒各位：因?yàn)榉块g內(nèi)各項(xiàng)備品已放置，所以不可更換。Toensurethattheroomsarereadycheck-inimmediatelywhenguestsarriveearly.確保當(dāng)客人較早到達(dá)時可以立即登記入住。PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE常州富都商貿(mào)飯店標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:02號碼：TASK:Blockroomsforarrivals(page2of3)工作職責(zé)：房間預(yù)留EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的Blockroomswithnoarrivaltimes.為未知抵達(dá)時間的客人預(yù)留房間。Blockroomswithother(know)arrivaltimes.為其他已知抵達(dá)時間的客人預(yù)留房間。Ifvacantdirtyroomsareblocked,informhousekeepingimmediatelyprovidingthemwiththeexpectedtimeofarrivals.如預(yù)留的空房為清潔，立即通知客房部，以使他們在客人到達(dá)的預(yù)計(jì)時間內(nèi)做好準(zhǔn)備。Blockvacantcleanroomsfirstforondayarrival.先在當(dāng)日預(yù)留干凈的空房。Ifnotavailable,blockvacantdirtyroomsandinformhousekeepingimmediately,providingthemwiththeexpectedtimeofarrivals.如果沒有干凈的空房，則預(yù)留未清潔的空房并立即通知客房部，以使他們在客人到達(dá)的預(yù)定時間內(nèi)做好準(zhǔn)備。Usediscredtionandtakenoteofexpectedarrivaltimeswhenblockingdirtyrooms.謹(jǐn)慎處理，當(dāng)預(yù)留未清潔房間時，記載客人到達(dá)的預(yù)計(jì)時間Informhousekeepingabouteachroomblockedandtheexpectedarrivaltimes.通知客房部關(guān)于每一間已預(yù)留的房間和客人抵達(dá)的預(yù)計(jì)時間。Sothathousekeepingcancleantheseroomsfirstinordertoensurethattheroomsarereadyfortheguesttocheckin.客房部首先將這些房間清潔，以確保為登記的客人預(yù)先準(zhǔn)備好房間。Guestmaychecknatanytime.客人可以隨時登記住房。Sothathousekeepingcancleantheseroomsfirstinordertoensurethattheroomsarereadyfortheguesttocheckin.以使客房部首先將這些房間清潔，以確保為登記的客人預(yù)先準(zhǔn)備好房間。Sothatvacantcleanroomsmaybeavailableforanywalk-ins.以便使任何走進(jìn)來的客人均有可用的干凈空房間。Inorderforhousekeepingtoschedulethemaidstocleantheroomsaccordingtothearrivaltimes.以便客房部根據(jù)抵達(dá)時間安排服務(wù)員打掃房間。PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE常州富都商貿(mào)飯店標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:02號碼：TASK:Blockroomsforarrivals(page3of3)工作職責(zé)：房間預(yù)留EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的Blockbacktobackrooms.預(yù)留尚未退房的房間。Blockroomsforelderlyguestsordisabledguest.為年老的客人或殘疾客人預(yù)留房間。Blockroomsforsinglefemaleexecutives.為單身的女商人預(yù)留房間。Dosoonlysalastresort.Usethismethodforverylatearrival;Butallowsufficienttimeforhousekeepingtocleantherooms,takingintoconsiderationthetimeforthemtoendtheirshift只有在別無選擇時才如此，用于特別推遲抵達(dá)的客人，給與客房部充足的時間以打掃房間，充分考慮到他們完成工作的時間。Blockroomsonlowerfloorsaswellasneartoelevatorandemergencyexits.預(yù)留房間在低樓層，靠近電梯和緊急安全出口。Blockhandicappedrooms.為殘疾客人優(yōu)先預(yù)留殘疾房。Blockroomswithoutconnectingdoorsunlessspecificallyrequested.除非特殊要求，否則預(yù)留無連通門的房間。Currentguestintheroommayextendstayorhaveanunexpecteddelayedcheckout.目前住在客房內(nèi)的客人可能延長居留時間或推遲退房結(jié)賬。Foreasyexitintheeventofemergenciesaswellasforguest擔(dān)convenience.可以方便客人在緊急事件中容易進(jìn)出安全出口。Aconnectingdoorintheroomofasinglefemaleexecutivemaybeperceivedasanelementofinsecurityforthem;aswellastopreventtheunlikelyeventofsomeoneelseopeningtheconnectingdooraccidentally.單身女商人住在有連通門的房間被視為非安全因素。也已防止有偶然打開連通門而發(fā)生不愉快事件。Wewilldomoreforthecustomerineverycustomercontact.要利用每次同客人接觸的機(jī)會為客人提供超前的服務(wù)。PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOU

STANDARDOPERATIONPROCEDURE

常州富都商貿(mào)飯店

標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前臺JOBTITLE:GuestServiceAssociate職稱：前臺TASKNO:03號碼：TASK:MonitoringRoomStatus工作職責(zé)：掌握房間狀況EQUIPMENTREQUIRED:Fidelioworkstation所需設(shè)備：Fidelio工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的Blockroomforarrivalwithvacantcleanstatusatbeginningofeachshift給預(yù)抵客人安排干凈的空房AssignroomforVIPguests給貴賓安排房間Monitorroomswithvacantdirty.掌握未清潔空房的狀況。Monitorroomswithbacktobackstatus.掌握尚未退房的房間狀況。ViewarrivalreportRetrieveroomavailabilityfromFidelioHouseStatusFunctionInputtheroomNo.inguestfolio根據(jù)預(yù)抵報表，從系統(tǒng)中選出干凈空房的房號分給客人AssignroomsaccordingtoavailabilitywithearlyarrivalsandVIPgivenpriority.首先給早到的客人和貴賓安排房間PrintoutroomstatusreportfromFidelioSystem,highlightallVD”rooms.在Fidelio系統(tǒng)中打印出房間狀態(tài)表，并標(biāo)注出VD”房間號?！猈orkveryclosingwithhousekeepingGSA.Accordingtothearrivalguesttime,makedirtytocleanroom.ConstantlymonitortheseroomsbycheckingtheroomstatusinFidelio與客房部員工密切配合，保證根據(jù)客人的到達(dá)時間將房態(tài)改為干凈。隨時在Fidelio中檢查房間的狀態(tài)。Theseroomswillbemainlyforlatearrivals.AllowsufficienttimeforHSkPcleaning.ToinformHSKPordertakerarequireddueoutroomswithdeparturetime.TocheckthoseroomstatusandinformtheHSKPordertakerifthereareanychange.Monitorvacantcleanstatuscloselytoensurethatroomisreadywhentheguestsarrivetocheckin.這些房間主要為晚到的客人準(zhǔn)備，通知客房部所需要的未退房的房號，并給客房部預(yù)留足夠的打掃房間的時間。隨時確認(rèn)房態(tài)，保證客人到達(dá)時房間準(zhǔn)備好。Toensurethatroomsarereadyforarrivals.確保在客人到達(dá)前房間準(zhǔn)備好Toensureguestsdonothavetowaitforroomsupontheirarrival.避免讓客人到達(dá)酒店時等候房間Toidentifytheroomstatusasvacantdirty.以便識別房間狀況是未清潔的空房。Roomstatusiscontinuouslychangingasroomattendantswillimmediatelyupdatethestatuswhenevertheycleantherooms.Updateinformationsoastoprovidefirsttimeservice客房服務(wù)員會隨時打掃房間，因此房間狀態(tài)也會不斷變化。Toprovideconsistent,professionalandefficientservice.提供持續(xù)，專業(yè)和有效的服務(wù)PREPAREDBY:ChristinaDing起草人：APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人：POSITION:FOMSIGNATURE/DATEPOSITON:GMSIGNATURE/DATE

職位：簽字/日期：職位簽字/日期：TRADERSFUDUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE常州富都商貿(mào)飯店標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:04號碼：TASK:HandlingIn-Houseamenity(page1of2)工作職責(zé)：客人歡迎品安排程序EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的AnalyzethearrivalreportandguestamenitysummaryreportgeneratedbyFidelio.分析由Fidelio打印出來的抵達(dá)報告和客人歡迎品報告。Checkguesthistory(remarksinguestprofile)foranyspecialneeds.檢查客人歷史(客人個人資料備注欄)，以查是否有特殊需要。Reportissue報表分發(fā)Raisetheamenitiesrequisitionformforsamedaybooking.填好當(dāng)天預(yù)定的歡迎品申請表。Gothrougheachreservationandhighlightthespecialrequestsoramenities.通覽每一個預(yù)定，在特殊要求處做出突出標(biāo)記。Viewtheremarksintheguestprofiletolookforanyspecialneedsorrequestsduringtheguest擔(dān)previousstay.查看客人的個人資料，查找在客人以前居住期間是否有特殊的需要或要求。Firstissue:TocompleteblockingearlyarrivalandVIProoms,theamenitiesreportshouldbepassedtoroomservicebefore09:30第一次分發(fā)報表，在每天09：30之前將所有的早到客人和貴賓的房間安排好后。Secondissue:Tocompleteblockingmostofarrivalrooms,theamenitiesreportshouldbeissuedtoroomservicebefore12:00.第二次分發(fā)報表，在每天12：00前，將大部分抵達(dá)的客人房間安排好后。Forthesamedaybooking,fillinthedetailssuchasname,dayofarrival,expectedtimeofarrival,requests,roomnumberwhichhasbeenblocked.PassthisreporttoroomserviceToensurethatallrequestsareattendedtoandthatnothingismissed.確保所有的要求都被得到注意，并無一遺漏。Toprovideefficientservicefortheguestaswellastoensurethatmistakesarenotrepeated.為客人提供高效率的服務(wù)，并確保不重復(fù)出錯。Toensureconsistencyinourserviceandallamenitiesaresentpromptly.Toshowguestwetakenoteofhispreference.Togiveroomserviceenoughtimetoprepareanddelivertheamenities.保證我們服務(wù)的持續(xù)性和確保所有的歡迎品及時送達(dá)。使客人感受到我們關(guān)注他們的喜好給送餐部足夠的時間準(zhǔn)備和遞送歡迎品。Completedetailsareimportantasitwillhelptherespectivedepartmenttoprepareforthespecialrequest.詳細(xì)填寫各項(xiàng)是很重要的，因?yàn)檫@將有助于各個部門為客人的特殊要求做準(zhǔn)備。PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE常州富都商貿(mào)飯店標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:04號碼：TASK:HandlingIn-Houseamenity(page20f2)工作職責(zé)：客人歡迎品安排程序EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的TomeetguestManyadditionalrequirement.滿足客人的其他需求。Ensurethattherequestedamenitieshavebeenplacedintheroompriortoguestarrival.確保各項(xiàng)要求的歡迎品在客人到達(dá)之前送到房間。對于當(dāng)天的預(yù)定，將詳細(xì)的內(nèi)容，例如：客人姓名，抵達(dá)日期，預(yù)計(jì)抵達(dá)時間，要求，預(yù)留的房號等。將報告交給送餐部。Confirmwithconcerneddepartmentregardingsomespecialsetupamenities.與其他相關(guān)部門確認(rèn)客人的其他需求得到滿足。Telephonetherespectivedepartmentstoensurethattheitemrequestedhavebeensenttotheroom.與各個部門通電話以確保所要求的各項(xiàng)均送到房間內(nèi)。ForVIPguest,GROmustgototherespectiveroomandphysicallychecktoensurethattherequestedamenitieshavebeenplacedintheroompriortoguestarrival.親自去丫塞房間檢查，確保在客人到達(dá)之前將歡迎品在房間安排好。Todoublecheckagainsothatnothingisomitted.Wewillbeconsistentinourdeliveryofservice.再次檢查以免有所疏漏。對客服務(wù)要保持一致。PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE常州富都商貿(mào)飯店標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:05號碼：TASK:Preparationforguestarrivals工作職責(zé)：為客人到達(dá)做準(zhǔn)備EQUIPMENTREQUIRED:F所需設(shè)備：工IdelioWorkstation匚作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的Printarrivalreportsandregistrationcard打印報表和登記卡Preparewelcomefolders準(zhǔn)備歡迎卡。Preparekey準(zhǔn)備鑰匙Attachmessagewithregistrationcard.將給客人的留言或傳真附在登記卡后。PlacethewelcomefolderandR/C放置Printthenextdayarrivalreportandregistrationcardbeforenightaudit.夜審前，將次日的預(yù)抵報表和來賓登記卡打印出來。Printguestname,arrivaldate,departuredate,roomrateandetconthewelcomefolderclearlyandneatly.Ensurethatallinsertsareinorder.將所有相關(guān)信息干凈而整齊的打印在歡迎卡上。確保歡迎卡內(nèi)的插頁整齊有序。MakethekeyforVIP,inserttothewelcomefolder.為VIP提前準(zhǔn)備好鑰匙。Onlythosemessagesneedtoshowguestuponcheck,otherwise,putintotheguestroom.只有在入住時需給客人的物品才可附在登記卡后。PlacetheR/CandwelcomefolderintheR/Crackbyalphabeticalorder.根據(jù)字母順序?qū)⒌怯浛ê蜌g迎卡放在預(yù)抵登記卡盒中Toprepareforguestarrival.為客人到達(dá)做準(zhǔn)備Togiveapositiveimpressionofthehotelaswellastoraisetheguestself-esteembypreparingapersonalizedwelcomefolder.Alsotogivetheguestthenecessaryinformationofthehotelfacilitiesandoutlets.為客人準(zhǔn)備好的歡迎卡可以使飯店給客人留下深刻的印象，同時也提高客人的自尊感，還應(yīng)給客人提供必要的有關(guān)飯店的內(nèi)部設(shè)施和餐廳信息。Wewillensureourproceduresarecustomerfriendlyandeasyforcustomerandstaff.我們要確保工作程序既方便于客人又有利于員工。ForeasyretrievingwhenguestC/I.客人入住時方便取用PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE常州富都商貿(mào)飯店標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:06號碼：TASK:Greetingandwelcomingguest(1of2)工作職責(zé)：問候并歡迎客人EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的Usestandardgreetingsfortheguests.使用標(biāo)準(zhǔn)問候語向客人問候。Welcomegueststothehotel.歡迎來飯店的客人。Astheguestsapproachthereceptioncounter,acknowledgetheirpresencebygreetingthematleastthreemetersawayfromthecounter.Say,goodmorning/Afternoon/Evening,Mr.XX.(ifnameofguestisknown,otherwiseuseSirorMadam)當(dāng)客人走近接待臺時，在客人距接待臺至少三米時向其問候示意，說，早上好/下午好/晚上好/，XX先生。(如果知道客人姓名時稱XX先生，反之則使用先生或女士)Establishandkeepeyecontactwiththeguestandsmilegenuinely.與客人建立并保持視覺接觸，真誠微笑。Standuprightwithanattentivebodyposture.以專注的身體姿勢立正站立。Say,WelcometoTradersFuduHotel,Changzhou.”Ifguestisareturnguest,Say,“WelcomebacktoTradersFuduHotel,Changzhou.”說,”歡迎來常州富都商貿(mào)飯店。”如果客人是回頭客人，說,”歡迎再次光臨常州富都商貿(mào)飯店?！癟ogiveapositiveimpressionofthehotelaswellastoacknowledgetheimportanceoftheguestinthehotelandalsotoraisetheself-esteemofguestsbyaddressingthembytheirnames.使飯店的良好服務(wù)給客人留下深刻的印象，并使客人深切的感受到飯店重視自己，以其姓名相稱呼也可以提高客人的自尊感。Toshowthatyouaregenuinelywillingtoservetheguest.表現(xiàn)出真誠服務(wù)客人的愿望。Agoodbodypostureindicatesgoodgroomingandconfidence..良好的身體姿勢表明良好的修養(yǎng)和自信。Tomakeguestsfeelathomeaswellastoproudlyannouncethenameofthehotel.使客人有種歸家感，為飯店的名稱感到驕傲和榮幸。PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE常州富都商貿(mào)飯店標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:06號碼：TASK:Greetingandwelcomingguest(2of2)工作職責(zé)：問候并歡迎客人EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的Ifguestshouldbekeptwaiting,thankthemforwaiting.如果需要客人等待的情況下應(yīng)向客人的等待表示感謝。Offerassistanceandidentifyguestbyname.Use,"MayIhaveyourlastname,please?”為客人提供幫助，識別客人的姓名.Use,“Thankyouforwaiting,MR./Ms.XX”說：“謝謝等候，XX先生/女士?！盩oretrievereservationfromFideliosystem.從Fidelio系統(tǒng)中找出客人的預(yù)定。Toacknowledgethattheguesthasbeenwaitingandtheirpatienceisappreciated.對客人的耐心表示感謝。PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE常州富都商貿(mào)飯店標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:07號碼：TASK:Registeringguestwithconfirmedreservation工作職責(zé)：為確認(rèn)預(yù)訂的客人登記（1of5）EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的Greetingguest.問候客人Identifyandinquireguestnamewithsmileandeyecontact.目視客人并面帶微笑獲得客人的姓名。Checkreservationincomputer.在電腦中查找預(yù)定。Greetguestuponguestapproachfrontdeskcounterwithsmilebysaying:NiHao,welcometoTradersFuduHotel,Changzhou,,MayIhelpyouSir/Madam。"在客人走近前臺時，微笑問候客人，”您好，歡迎光臨常州富都商貿(mào)飯店,XX先生，我可以幫您嗎。”Ifguesthasreservation,politelyinquireguestnamebysaying:mayIhaveyoulastname,Sir/Madam?”如果客人有預(yù)訂，禮貌的詢問客人的姓名，XX先生/女士，我可以知道您的姓氏嗎？”Findoutreservationrightnowincomputer,iffailtofindout,tryotherway,e.g.useguestcompanynameortravelagencynametocheckincomputer.Bysaying:”Mr.XX,mayIhaveyourcompanynameormayIknowthecompanywhichyouusetomakethebooking.立即在電腦中找到預(yù)訂，如果無法找到，可以用其他途徑，如：用客人公司或旅行社的名稱在電腦中查尋。說：搦X先生/女士，我可以知道您的公司名稱或您用來訂房的公司名稱嗎?！盤resentourcourtesyandkindlyserviceatfirsttime.表現(xiàn)我們的真誠和禮貌的服務(wù)。Clarifyguestiswalkinguestorwithreservation.Soyoucancheckthereservationincomputer確認(rèn)客人有無預(yù)定。這樣你可以在電腦中查找預(yù)定。Locatereservationimmediately,trytoprovideefficiencyservicetoguestatfirsttimeandeverysingletime.盡可能快的找到預(yù)訂，為客人提供快捷的服務(wù)。PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOMSIGNATURE/DATEPOSITON:GMSIGNATURE/DATE職位：簽字/日期：職位簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE常州富都商貿(mào)飯店標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:07號碼：TASK:Registeringguestwithconfirmedreservation工作職責(zé)：為確認(rèn)預(yù)訂的客人登記（2of5）EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的Note;Neversaytoguest:Noreservationevenifreservationcannotbefoundincomputer.Useguestcompanycontractrateandguestpreferencetocheckinguestatonce.注意：決不要說沒有您的預(yù)定，即是無法在電腦是同中找到預(yù)定。用客人公司合同價格，根據(jù)客人的喜好馬上安排房間。IfVIPorGoldenCircleguestrefertoGROimmediately.Bysaying:Mr.XX,pleasewaitforamoment,ourguestrelationofficerwillshowyouthewaytotheroom.”O(jiān)rifGROisbusy,followGoldenCirclestandardtoservetheguest.如果是貴賓或黃金圈客人，安排GRO接待客人。XX先生/女士，請稍侯，我們的客戶關(guān)系主任會帶您去房間辦理登記入住。如果客戶關(guān)系主任正在接待客人，按照接待貴賓的標(biāo)準(zhǔn)服務(wù)客人。Showyourrespectandcourtesytoourguest.顯示我們對客人的禮貌和尊重。PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE常州富都商貿(mào)飯店標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:07號碼：TASK:Registeringguestwithconfirmedreservation工作職責(zé)：為確認(rèn)預(yù)訂的客人登記（3of5）EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的Confirmroomtypewithpolitelymannerandsmile,eyecontact確認(rèn)房態(tài)種類。AdviseguestfromgettingRcard告知客人取登記卡Confirmroomtypeandratewithguestaccordingtoreservationbyclearlydescription.Bysaying:"Mr.XX,youhavebookedonekingsizeroomwithtwonightsstay,isitcorrect?”根據(jù)預(yù)定確認(rèn)房態(tài)種類和房價XX先生/女士，您訂的是一張大床的房間，入住兩晚？”Bysaying:"Justonemoment,Mr.XX,Iamgoingtogetyourregistrationcard."DrawoutRcardwelcomebookletfromRcardholdingbox.說：“請稍等，我去取您的登記卡。將登記卡從盒子中取出。Ifguestrequestnon-smokingroom,pleasefollowupinthesystemandkeyintheguestprofile,sowecanmeetguestneedsinthefuture.Ifveryfrequentguest,noneedconfirmtypeandrateallthetime,doaccordingtotheprofile.Ifthereisdetailprofileinthesystem,donotcollectbusinesscardagain,otherwisetrytogetbusinesscardtogetfullinformation.如客人要求無煙樓層，在系統(tǒng)中予以安排。并在客人喜好中注明，以便客人下次光臨時滿足其要求。如是?？停瑹o需每次都確認(rèn)各項(xiàng)。盡可能在入住時要客人名片，除非電腦中資料很全。Clearlyconfirmdetailwithguesttoavoidmakingguestfeelconfused,meanwhileletguestfeelourgenuineservice.清楚地與客人確認(rèn)各種信息以免引起客人誤會，并向客人顯示我們真誠的服務(wù)。Inordertoavoidtheguestconfusionandshowcare.為避免客人誤會。PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE常州富都商貿(mào)飯店標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:07號碼：TASK:Registeringguestwithconfirmedreservation工作職責(zé)：為確認(rèn)預(yù)訂的客人登記(4of5)EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的Checkinguestincomputer立即在電腦中辦理入住。Checkinguestincomputerimmediately.立即在電腦中辦理入住。Avoidforgettingcheckinguestincomputer.避免忘記在電腦中辦理入住。CollectIDcard/Businesscardforregistration.客人出示證件，填寫登記卡PolitelycollectguestIDcard/businesscardforregistration..UsetwohandstoreceiveguestIDcard,bysaying:”Mr.XX,mayIhaveyourpassportandbusinesscardforreference,thankyou.”說：XX先生，我可以用一下您的護(hù)照和名片嗎，謝謝?！半p手接過客人出示證件和名片。Fillinregistrationforguesttoshowourcaretotheguest.幫助客人填寫登記卡。Fillregistrationcard填寫登記卡Clearly,neatlyaccuratelyandefficiencyfillintheRcardforguest.清楚，整齊，準(zhǔn)確和有效的填寫登記卡。Avoidtoletguestwaitforlongtime.避免讓客人等候時間過長。Confirmandcollectthepayment.證實(shí)付款方式。Politelyconfirmpaymentwithguestaccordingtothereservationbysaying:Mr.XX,howwouldyouliketosettleyourbill?”根據(jù)預(yù)定情況詢問客人怎樣結(jié)算他的帳戶。說：XX先生，請問您的付帳方式？”Advancedepositshouldbecollectedtoprotecthotelbenefit.在入住時需向客人收取押金以保護(hù)酒店利益。PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE常州富都商貿(mào)飯店標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:07號碼：TASK:Registeringguestwithconfirmedreservation工作職責(zé)：為確認(rèn)預(yù)訂的客人登記（5of5）EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的Confirminformationwithguestandintroducehotelfacilitiestotheguest..重復(fù)確認(rèn)預(yù)定的細(xì)節(jié)并向客人介紹酒店設(shè)施設(shè)備。CompleteRcard完成填寫登記卡Presentwelcomefolderandnecessaryitemtoguest.給客人歡迎卡和鑰匙。Askifguestneedanyotherassistance.詢問客人是否需要其他幫助。Completecheckin.完成登記。Confirmguestname,roomnumber,arrivaldate,departuredateandroomratewithguest.Alsointroducebreakfastservice,healthclubserviceandotherhotelfacilities.與客人核查房間的類型，居住時間，離店時間和房價。并向客人介紹早餐服務(wù)，健康中心服務(wù)和其他酒店設(shè)施和服務(wù)。Usetwohandstoofferonepenforguestsignaturebysaying:”MayIhaveyoursignaturehere?”說：“請?jiān)诖撕炞??！安⒂秒p手給客人提供筆。Usetwohandstopresentwelcomefolder.雙手遞給客人歡迎卡。Askifguestneedanyotherassistancebysaying:"Mr.XX,isthereanythingelseIcanassistforyou?”說：XX先生，您還需要其他幫助嗎？”GSAwishguestapleasantstay,bysaying:"Wishyouenjoyyourstayhere.".說：“祝您入住愉快Careforguestunderstandingoneverydetailinformation.核查以便客人明白各種信息。Customersareveryimportantpeopleandwemusttreatthemwithrespecttobuildalastingrelationship客人是十分重要的人物，我們必須尊重他們，以建立永久的良好關(guān)系PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE常州富都商貿(mào)飯店標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:08號碼：TASK:Registeringawalk-inguest工作職責(zé)：散客登記（1of3）EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的Greetingguest.問候客人Identifyandinquireguestnamewithsmileandeyecontact.目視客人并面帶微笑獲得客人的姓名。Confirmroomtypeandrate.確認(rèn)房態(tài)和房價。Greetguestuponguestapproachfrontdeskcounterwithsmilebysaying:NiHao,welcometoTradersFuduHotel,Changzhou,,MayIhelpyouSir/Madam。"在客人走近前臺時，微笑問候客人，”您好，歡迎光臨常州富都商貿(mào)飯店，我可以幫您嗎，XX先生?！盋hecksystemmakesureguesthasnoreservation.Meanwhilechecktheguesthistory,makesurewefollowtheguesthistoryinformation.立即在電腦中尋找到預(yù)訂，如果無法找到。依據(jù)客史資料做預(yù)定。ConfirmroomtypeandratewithguestbycirclingtherateonRcard.Donotspeakouttoavoidothershearingbysaying:"ThisisyourroomrateandroomNo.Itisanon-smoking,kingsizebedroomwithcityview。"Meanwhile,saysomethinginordertocreatethegoodrelationshipwithguestbysaying:"Mr.XX,howisyourtrip?IsthisfirsttimetoChangzhou?Howistheflight?”示意客人看登記卡確認(rèn)房間種類，價格。同時，與客人談話已建立良好的關(guān)系。說：XX先生，您的旅行還順利嗎？這是您第一次來常州嗎？Presentourcourtesyandkindlyserviceatfirsttime.表現(xiàn)我們的真誠和禮貌的服務(wù)。Clarifyguestiswal-inguestorwithreservationtoavoidnoshowreservation.確定客人為無預(yù)定，以避免Noshow發(fā)生。Clearlyconfirmdetailwithguesttoavoidmakingguestfeelconfused.確認(rèn)使客人避免誤解。Giveguestahomefeeling.使客人有回家的感覺。PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOU

STANDARDOPERATIONPROCEDURE

常州富都商貿(mào)飯店

標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:08號碼：TASK:Registeringawalk-inguest工作職責(zé)：散客登記（2of3）EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的Collectcertificateandguestnamecardforregistration.收取證件和名片登記。Politelycollectguestcertificateorpassportandnamecardforregistration.Usetwohandstoreceiveguestcertificateandnamecardforcompletelyaddress.禮貌的收取客人的證件和名片登記。用雙手接客人的證件和名片F(xiàn)illinregistrationcard.填寫登記卡。Clearly,neatly,accuratelyandefficiencyfillintheregistrationcardforguest.Ifthewalkinguesthasthedetailedprofilerecord,donotaskforbusinesscardagain.清楚，整齊，準(zhǔn)確和有效的填寫登記卡。如果客人有詳細(xì)資料，無需要名片。Avoidtoletguestwaitfortoolongtime.Caringforguestpatient.Andensurethatallnecessaryinformationisreflectedforguesthistory.避免讓客人等候時間過長。Everygustneedstoberegistered.每個客人必須登記。AccordingtothePSBpolicy.根據(jù)公安局規(guī)定。CompleteRcard完成填寫登記卡Usetwohandstoofferonepenforguestsignaturebysaying:”MayIhaveyoursignaturehere?”說：“請?jiān)诖撕炞帧！安⒂秒p手給客人提供筆。Confirmandcollectthepayment.證實(shí)付款方式。Politelyconfirmpaymentwithguestaccordingtothereservationbysaying:Mr.XX,howwouldyouliketosettleyourbill?”根據(jù)預(yù)定情況詢問客人怎樣結(jié)算他的帳戶。說：XX先生，請問您的付帳方式？”Advancedepositshouldbecollectedtoprotecthotelbenefit.在入住時需向客人收取押金以保護(hù)酒店利益。PREPAREDBY:ChristinaDing起草人APPROVEDBYMr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE常州富都商貿(mào)飯店標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:08號碼：TASK:Registeringawalk-inguest工作職責(zé)：散客登記(3of3)EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的Checkinguestincomputer立即在電腦中辦理入住。Confirminformationwithguestandintroducehotelfacilitiestotheguest.(1stvisitguest)重復(fù)確認(rèn)預(yù)定的細(xì)節(jié)并向第一次光臨的客人介紹酒店設(shè)施設(shè)備。Presentwelcomefolderandnecessaryitemtoguest.給客人歡迎卡和鑰匙。Askiftheguestneedanyotherassistance.詢問客人是否需要其他幫助。Completecheckin.完成登記。Checkinguestincomputer立即在電腦中辦理入住。Confirmguestname,roomnumber,arrivaldate,departuredateandroomratewithguest.Alsointroducebreakfastservice,healthclubserviceandotherhotelfacilities.與客人核查房間的類型，居住時間，離店時間和房價。并向客人介紹早餐服務(wù)，健康中心服務(wù)和其他酒店設(shè)施和服務(wù)。Usetwohandstopresentwelcomefolder.雙手遞給客人歡迎卡。Askifguestneedanyotherassistancebysaying:"Mr.XX,isthereanythingelseIcanassistforyou?”說：XX先生，您還需要其他幫助嗎？”GSAwishguestapleasantstay,bysaying:"Wishyouenjoyyourstayhere.".說：希望您在此居住愉快。Avoidforgettingcheckinguestincomputer.避免忘記在電腦中辦理入住。Careforguestunderstandingoneverydetailinformation.核查以便客人明白各種信息。Customersareveryimportantpeopleandwemusttreatthemwithrespecttobuildalastingrelationship客人是十分重要的人物，我們必須尊重他們，以建立永久的良好關(guān)系PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOU

STANDARDOPERATIONPROCEDURE

常州富都商貿(mào)飯店

標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:09號碼：TASK:Handlingguestenquiriesandintroducingfacilities工作職責(zé)：處理客人查詢并介紹店內(nèi)設(shè)施(1of2)EQUIPMENTREQUIRED:FidelioWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細(xì)WHY工作目的Productknowledge業(yè)務(wù)知識Followup落實(shí)Knowthenumberofoutlets.Beawareoftheoperationalhours.Beawareofallotherfacilitiesthatareavailable.-Knowledgeoftypesofroomsandtheirrates.-Neverassume,besure(DonotsayMaybe”Ithink”)Bysaying,Businesscenterisonthe2ndfloor.”Safeisavailableinyourroom.”熟知餐廳及設(shè)施；營業(yè)時間；飯店內(nèi)其他服務(wù)項(xiàng)目和設(shè)施。掌握房間類型及房價。永遠(yuǎn)不要猜想，要確認(rèn)。Ifyoudonotknowsomething,Bysaying,Mr./Mrs.XX,Iwillcheckitandgetbacktoyouwithin5minutes.”Checkwithconciergeorotherdepartmentcolleagues,Orcheckotherwaystogetinformatione.g.Cityinformationtelephonecenter,map,tourguidemenu.對于不確定信息的問詢，告知客人你將盡快查實(shí)并將信息反饋。與相關(guān)部門查實(shí)后馬上反饋客人。Tosellthehotelandreadytoserveguesttoshowcareabouthotelbenefitandsinceritytoguest.Beknowledgeable.推銷飯店各項(xiàng)服務(wù)項(xiàng)目。提供準(zhǔn)確的信息。Provideaccurateinformationtoprovidepreciseservice.提供準(zhǔn)確有效的信息。UseteamworkofShangri-Laspirittoserveguest.發(fā)揮團(tuán)隊(duì)精神服務(wù)客人。Guestwillappreciate;wewillhaveanswersorprovidealternativesforguestenquiries.對于客人的詢問我們將有答復(fù)或提供選擇的余地，使客人滿意。PREPAREDBY:ChristinaDing起草人APPROVEDBY:Mr.Charles.Cable批準(zhǔn)人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：

TRADERSFUDUHOTEL,CHANGZHOU

STANDARDOPERATIONPROCEDURE

常州富都商貿(mào)飯店

標(biāo)準(zhǔn)工作程序DEPARTMENT:FrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:09號碼：TASK:Handlingguestenqu