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 ·· 42.4 前台接待经理 Reception Manager ·· 62.5 前台接待员 Receptionist (7)2.6 预订员 Reservation Clerk ·· 92.7 总机督导 Operator Captain ··112.8 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 ··202.15 商场职员 Seller (21)2.16 医务室大夫 Infirmary Doctor ··22第三章前厅部各岗位操作程序F.O DEPARTMENT STANDARD OPERATION PROCEDURE第一节前厅部各岗位每日工作内容F.O Department Check List ·······24-393.1.1 前厅部经理 F.O Manager CheckList (24)3.1.2 大堂副理 Assistant Manager ·253.1.3 前台接待经理 Reception Manager ·273.1.4 总机/商务中心督导Operator/B/CCaptain (29)理实务O管F.3.1.5 首席礼宾司 Chief Concierge ··303.1.6 预定员 Preservationist ··313.1.7 前台接待 Receptionist (32)3.1.8 礼宾员 Concierge (35)3.1.9 商场职员 Seller (36)3.1.10 总机话务员 Operator (37)3.1.11 商务中心文员 B/C Clerk (39)第二节前台程序与标准F.O Standard Operation Procedure ····40-733.2.1 受理电话预订 Room Reservation by Calling (40)3.2.2 传真、信函订房 Room Reservation by Fax、Letter (41)3.2.3 来店预订操作 Room Reservation onthe Spot (42)3.2.4 变更预订的处理 Booking Amendment ·433.2.5 散客入住程序 FIT Check-in (44)3.2.6 散客离店程序 FIT Check-out (46)3.2.7 残疾人接待程序 Handicapped Check-in 483.2.8 团队入住 Group Check-in (49)3.2.9 团队离店 Group Check-out (50)3.2.10 长住客人接待服务 Long-staying Guests Service (51)3.2.11 更换长住客人房卡 Long-staying Guests Room-key Change (52)3.2.12 来宾推迟离店 Delay Check-out (53)3.2.13 处理双锁门，开双锁门 Room Double Lock ··543.2.14 贵重物品寄存 Handing Safe Deposit Changing (55)3.2.15 调换房间/调整价格 Room/Rate Changing 563.2.16 处理折扣 Handle the Rebate Changes (58)3.2.17 房间异常报告处理Room DiscrepancyReport (59)3.2.18 行政楼层客人接待 Executive Floor GuestArrival (61)3.2.19 行政楼层客人离店 Executive Floor GuestDeparture (62)3.2.20 客房没有预备好 Room not Ready onArrival (63)3.2.21 处理来宾留言 Message handling ··643.2.22 查询客人房号 Room Number Inquire ·653.2.23 总台物品转送Guest’s ArticlesSend/Transfer (66)理实务O管F.3.2.24 VIP 信息更改 VIP information Change (68)3.2.25 办理房间房租变更手续 Room Charge Changing ·693.2.26 房间分配 Room Allotment (70)3.2.27 房间钥匙治理 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 Procedure··························74-843.3.1 贵宾入住 VIP Check-in (74)3.3.2 接待重要团队来宾 VIP Group Check-in ··773.3.3 展房/介绍酒店 Show Rooms/Hotel Tours (78)3.3.4 处理来宾投诉 Complain Handling ··793.3.5 处理来宾遗留物品Handling Guest’s Properties Left Behind (80)3.3.6 处理来宾房门锁失灵 Room lock Out Of Order Handling (81)3.3.7 突发事件的处理步骤Urgent/Accident Handling (82)3.3.8 处理来宾拒付电话费 Handling the Refusal to Payment for Telephone (84)第四节礼宾部程序与标准Concierge Standard Operation Procedure ·85-1023.4.1 迎宾员Door Man Standard Operation (85)3.4.2 行李员Bell Man Standard Operation (88)3.4.3 处理来宾邮件、信件Guest’s Postal Items、Letters Handling (95)3.4.4 处理来宾物品转交Guest’s Articles Transfer (96)3.4.5 一、二楼公共区域寻人服务Public Area Paging Service (97)3.4.6 客人行李寄存服务Guest’s Luggage Store Service (98)3.4.7 提供出租车服务 Car Rental Service ··993.4.8 托付代办服务 Concierge Service ··1003.4.9 资料收集及整理Data Collect and Arrange (101)第五节总机程序与标准Operation Standard Operation Procedure ·103-1103.5.1 接转内外线电话 Phone Call Connectingand Exchanging (103)3.5.2 处理直拨长途电话Long Distance Call Service (104)3.5.3 前厅部总机免打搅服务 Do Not Disturb Call Service (105)3.5.4 叫醒服务 Wake-up Service ··1063.5.5 电话咨询服务Telephone Information Service (107)3.5.6 电话寻人服务 Paging Service by Telephone (108)3.5.7 公布天气报告 Weather Forecast Service (109)3.5.8 话务台维护与保养 Maintenance of A.B.EEquipment (110)第六节商务中心程序与标准Business Center Standard Operation Procedure111-1203.6.1 接收传真 Fax Receiving (111)3.6.2 接收客人托付向外发出传真Fax Sending (112)3.6.3 提供打字服务 Taping Service ··1143.6.4 复印服务 Copying Service ··1153.6.5 代办快件 Mail Express Service 1163.6.6 提供翻译服务 Translation Service 1173.6.7 提供文件装订服务 Binding Service ··1183.6.8 提供电话服务 Public Telephone Service (119)3.6.9 商务中心设备维护及保养 Maintenance of B\C Equipment (120)第七节商场程序与标准Gift Shop Standard Operation Procedure ·121-1243.7.1 零售商品进货制度 Stock with Goods ··1213.7.2 商场换货服务 How to Handling Guest Changing Goods (122)3.7.3 售后服务 After Sale Service ·123 第四章前厅部各项治理制度F.O DEPARTMENT MANAGEMENT SYSTEM ····125-1474.1 前厅部行为规范The F.O Dept Staff Behavior Standard (125)4.2 前厅部各岗位规章制度 The F.O Dept RegulationSystem (129)4.3 总台考核条例 Evaluation Rules ofFront Desk (133)4.4 礼宾部考核条例Evaluation Rules ofConcierge (136)4.5 商场考核条例 Evaluation Rules of GiftShop (139)4.6 商务中心考核条例 Evaluation Rules ofBusiness Center (144)实理务.FO管4.7 总机考核条例 Evaluation Rules ofOperator (146)第五章前厅部各部门运转表格F.O DEPARTMENT OPERATE FORM ······148-185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、岗位级不：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:直接治理所有前厅部职员并确保正确履行前厅职责。