目录CATALOGUE第一章前厅部组织结构图ORGANIZATION CHART (1)第二章前厅部岗位职责POSITION RESPONSIBILITIES OF F.O DEPARTMENT ············· 2-232.1 前厅部经理F.O Manager (2)2.2 前厅部秘书F.O Secretary (3)2.3 大堂副理Assistant Manager (4)2.4 前台接待经理Reception Manager (6)2.5 前台接待员Receptionist (7)2.6 预订员Reservation Clerk (9)2.7 总机督导Operator Captain (11)2.8 总机话务员Operator (12)2.9 首席礼宾司Chief Concierge (13)2.10 迎宾员Door man (14)2.11 行李员Bell man (16)2.12 商务中心督导B.C Captain (17)2.13商务中心文员B.C Clerk (18)2.14商场经理Gift Shop Manager (20)2.15商场员工Seller 212.16 医务室医生Infirmary Doctor (22)第三章前厅部各岗位操作程序F.O DEPARTMENT STANDARD OPERATIONPROCEDURE第一节前厅部各岗位每日工作内容F.O Department Check List24-393.1.1 前厅部经理F.O ManagerCheck List243.1.2 大堂副理Assistant Manager253.1.3 前台接待经理Reception Manager 273.1.4 总机/商务中心督导Operator/B/C Captain29实务理OF.管3.1.5 首席礼宾司Chief Concierge 303.1.6 预定员Preservationist313.1.7 前台接待Receptionist 323.1.8 礼宾员Concierge 353.1.9 商场员工Seller363.1.10 总机话务员Operator373.1.11 商务中心文员B/C Clerk39第二节前台程序与标准F.O Standard Operation Procedure40-733.2.1 受理电话预订Room Reservation by Calling 403.2.2 传真、信函订房Room Reservation byFax、Letter413.2.3 来店预订操作Room Reservation on the Spot423.2.4 变更预订的处理Booking Amendment 433.2.5 散客入住程序FIT Check-in 443.2.6 散客离店程序FIT Check-out 463.2.7 残疾人接待程序Handicapped Check-in483.2.8 团队入住Group Check-in 493.2.9 团队离店Group Check-out503.2.10 长住客人接待服务Long-staying Guests Service513.2.11 更换长住客人房卡Long-staying Guests Room-key Change 523.2.12 宾客推迟离店Delay Check-out533.2.13 处理双锁门，开双锁门Room Double Lock 543.2.14 贵重物品寄存Handing Safe Deposit Changing553.2.15 调换房间/调整价格Room/Rate Changing 563.2.16 处理折扣Handle the Rebate Changes 583.2.17 房间异常报告处理Room Discrepancy Report593.2.18 行政楼层客人接待Executive Floor Guest Arrival 613.2.19 行政楼层客人离店Executive Floor Guest Departure 623.2.20 客房没有准备好Room not Ready on Arrival 633.2.21 处理宾客留言Message handling 643.2.22 查询客人房号Room Number Inquire653.2.23 总台物品转送Guest’s Articles Send/Transfer 66实务理OF.管3.2.24 VIP 信息更改VIP information Change 683.2.25 办理房间房租变更手续Room Charge Changing 693.2.26 房间分配Room Allotment 703.2.27 房间钥匙管理Room-key Management 723.2.28 建立客史档案Set up Guest’s History 73第三节大堂副理程序与标准Assistant Manager Standard Operation Procedure74-843.3.1 贵宾入住VIP Check-in743.3.2 接待重要团队宾客VIP Group Check-in773.3.3 展房/介绍酒店Show Rooms/Hotel Tours783.3.4 处理宾客投诉Complain Handling 793.3.5 处理宾客遗留物品Handling Guest’s Properties Left Behind803.3.6 处理宾客房门锁失灵Room lock Out Of Order Handling 813.3.7 突发事件的处理步骤Urgent/Accident Handling823.3.8 处理宾客拒付电话费Handling the Refusal to Payment for Telephone84第四节礼宾部程序与标准Concierge Standard Operation Procedure85-1023.4.1 迎宾员Door Man Standard Operation853.4.2 行李员Bell Man Standard Operation883.4.3 处理宾客邮件、信件Guest’s Postal Items、Letters Handling953.4.4 处理宾客物品转交Guest’s Articles Transfer963.4.5 一、二楼公共区域寻人服务Public Area Paging Service973.4.6 客人行李寄存服务Guest’s Luggage Store Service983.4.7 提供出租车服务Car Rental Service993.4.8 委托代办服务Concierge Service1003.4.9 资料收集及整理Data Collect and Arrange101第五节总机程序与标准Operation Standard Operation Procedure103-1103.5.1 接转内外线电话Phone Call Connecting and Exchanging1033.5.2 处理直拨长途电话Long Distance Call Service1043.5.3 前厅部总机免打扰服务Do Not Disturb Call Service1053.5.4 叫醒服务Wake-up Service1063.5.5 电话咨询服务Telephone Information Service1073.5.6 电话寻人服务Paging Service by Telephone1083.5.7 发布天气报告Weather Forecast Service1093.5.8 话务台维护与保养Maintenance of A.B.E Equipment110第六节商务中心程序与标准BusinessCenter Standard Operation Procedure111-1203.6.1 接收传真Fax Receiving1113.6.2 接收客人委托向外发出传真Fax Sending1123.6.3 提供打字服务Taping Service1143.6.4 复印服务Copying Service1153.6.5 代办快件Mail Express Service1163.6.6 提供翻译服务Translation Service1173.6.7 提供文件装订服务Binding Service1183.6.8 提供电话服务Public Telephone Service1193.6.9 商务中心设备维护及保养Maintenance of B\C Equipment120第七节商场程序与标准Gift ShopStandard Operation Procedure121-1243.7.1 零售商品进货制度Stock with Goods1213.7.2 商场换货服务How to Handling Guest Changing Goods1223.7.3 售后服务After Sale Service123第四章前厅部各项管理制度F.O DEPARTMENT MANAGEMENT SYSTEM125-1474.1 前厅部行为规范The F.O Dept Staff Behavior Standard1254.2 前厅部各岗位规章制度The F.O Dept Regulation System1294.3 总台考核条例Evaluation Rules of Front Desk1334.4 礼宾部考核条例Evaluation Rules of Concierge1364.5 商场考核条例Evaluation Rules of Gift Shop (139)4.6 商务中心考核条例Evaluation Rules of Business Center144实务理F管.O4.7 总机考核条例Evaluation Rules of Operator146第五章前厅部各部门运转表格F.O DEPARTMENT OPERATE FORM148-185前厅部组织结构图ORGANIZATION CHARTF .O 管理实务前厅部经理岗位职责JOB RESPONSIBILITY OF F&O DEPT.MANAGER一、 岗位名称：前厅部经理Job Name ： F&O Dept.Manager二、岗位级别：经理Job Title :Manager三、 直接上司：驻店经理、总经理Immediate Superior:G .M 、R.M四、 下属对象：接待经理、大堂副理、前厅各岗位督导Immediate Subordinate:Reception Manager 、A.M 、F&O Captain五、 岗位概要：Job Description:直接管理所有前厅部员工并确保正确履行前厅职责。