星级酒店管理规章制度范本

STANDARD OPERATING PROCEDURES

标

准

工

作

程

序

Front Office

DEPARTMENT

前

厅

部

礼宾部Concierge

任务排列描述

Task No: Description

1.酒店门前工作 hotel front door service

2.门童服务 door man service

3.旗帜升降 raise and drop flag

4.出租车服务 taxi service

5.专线车服务 special line vehicle

service

6.带房程序 show-room service

7.散客离店 walk-in departure

8.团队入住 team checking-in

9.团队离店 team departure

10.换房 change room

11.行李提取 luggage picking-up

12.行李寄存 luggage consignation

13.行李处理 luggage handling

14.行李房 luggage room

15.行李房治理management of

luggage room

16.行李房钥匙治理 management of the key

to luggage room

17.店外修理服务 repairing service

from outside of the hotel

18.邮件治理 mail management

19.邮包/挂号信投寄delivery of

package/registered mails

20.包裹/挂号信领取picking up

package/registered mails

21.报纸/邮件/留言的传送passage of

newspaper/mails/messages

22.派送程序 sending-off process

23.车辆预订 vehicle reservation

24.内部用车vehicle useage

within hotel

25.车辆维修 vehicle repair

26.车辆加油 vehicle oil adding

27.日常工作 daliy work

28.车辆清洗 car washing

29.行车记录 record of vehicle

usage

30.车辆月报告monthly vehicle

report

31.车辆钥匙治理management of

vehihcle keys

32.车辆运作治理management of

vehicle operation

33.司机操作程序driver’s operation

process

34.机场送机 airport sending-off

35.机场接机 airport pick-up

36.穿梭巴士 airport shuttle

37.司机治理 driver management

38.车匙及证件治理 management of car

keys and driving licenses

39.车辆日常治理daily vehicle

management

接待 Reception

任务排列描述

Task No: Description

1.政策与程序 policy and process

2.电话礼仪 telephone courtesy

3.接电话准则 principle of answering

phone

4.接听电话标准 standard of answering

phone

5.住宿登记治理management of

registeration

6.散客入住办理checking-in for

walk-ins

7.团队入住 checking-in for team

8.团队相关事项办理 related process for team

that checks in

9.老弱病残客人入住 checking-in for the old,

weak, silk, and disable

10.贵宾接待 VIP reception

11.住房押金 deposit

12.延住 extension

13.加床 extra bed

14.换房 room change

15.日租房 daily rent room

16.免费房 complimentary room

17.自用房 house use

18.房价变更 adjustment of room

price

19.房价差异room price

difference

20.客房展示 room show

21.排房原则 principle of room

arangement

22.当日排房 room arrangement of

the day

23.提早排房 room arrangement in

advance

24.超额预订 extra reservation

25.留言 message

26.接送服务

picking-up/sending-off service

27.回头客/长住客 returned custermer

/long-stay guset

28.预离跟催payment request

before departure

29.团体退房 team departure

30.手工结账 manual checking-out

31.信用卡核查 credit card check

32.支票结算 check cheking-out

33.账项分离 account and item

seperation

34.付款凭证 remittance copy

35.公司挂账charge to company’s

pending account

36.外币兑换foreign currency

exchange

37.旅行支票兑换traveler’s check

deposit

38.账目拒付account payment

denial

39.团体费用漏账team payment

omission

40.散客漏帐walk-in payment

omission

41.客人投诉 custermer complain

42.处理投诉的准则principle of

handling custermer complain

43.房间万能钥匙的治理 management of master

key

商务中心BusinessCenter

任务排列描述

Task No: Description

1.邮寄服务 mail service

2.设备租赁服务 equipment retal service

3.文件装订 document binding

4.传真接收 receiving fax

5.代发传真服务 sending fax

6.长途电话代拨 long-distance phone call

7.打字服务 typing service

8.复印服务 copy service

9.翻译服务 translation service

房间预定 Room Reservation

任务排列描述

Task No: Description

1．电话促销 telephone promotion 2．电话预订 telephone reservation 3．传真预订 fax reservation 4．团体预订 team reservation 5．订房确认room reservation confirmation

6．担保预订 guaranteed reservation 7．房价确认 confirmation of room price

8．订房婉拒refusal of room reservation

9．预定未到 booked yet not arrived 10．订房变更 reservation change 11．订房取消 reservation cancel 12．预订审核 reservation check

总机 Operator

任务排列描述

Task No: Description

1.接电话礼仪 telephone courtesy

2.来电应答标准 phone answering standard

3.客房电话转接 connecting phone call

4.电话转接准则 principle of connecting

phone call

5.内部电话处理 internal phone handling

6.客人信息查询guest information

inquiry

7.电话号码查询 phone number inquiry

8.叫醒服务 morning call service

9.留言服务 message service

10.免打搅服务 no disturb ance service

11.客人动向信息 guest information

12.保密服务keeping

confidentiality

13.紧急电话 emergency call

14.电话系统故障 barrier of phone system

主题：酒店门前工作Subject: hotel front work 参考号：FO-CON-001 Ref: FO-CON-001

目的OBJECTIVE

细化酒店门前的各项工作，维护酒店的星级门面形象

Detail every task to maintain hotel image

流程 PROCEDURES

1．门僮应认真预备好客人到达酒店时如何致意欢迎。如打开客人的车门时能够讲：“欢迎您光临雅阁酒店”

Doorman prepares to greet to guests, like saying “welcome to Argyle Hotel” when he opens the door for them

2．作为门僮，平素要注意研究门前车辆的调度，熟悉各种车辆的停车、开门、关门、起动等四个动作和走车路线等。尤其是白昼、夜间、晴日、雨天以及人多

杂乱时的各种不同情况。

As a doorman, pay attention to vehicle fleet, be familiar with the four movements (parking, opening door, closing doors, moving) and driving lines of every vehicle, esp. different situations during daytime, nighttime, sunny day, rainy day, or crowded days. 3．门僮对出租车司机要亲切、热情。处理好人际关系关于酒店的宣传极其重要。

情况同意时，可告诉司机酒店客人的用车需要，并随时掌握酒店出租车的车辆

情况。

Doorman should be kind and warm to taxi drivers. Deal with relationship well to introduce hotel. With allowance, doorman can tell drivers vehicle needs and

get some taxi resource information

4．客人乘车到达酒店时，门僮要注意下列顺序：

When guest arrives hotel by car, doorman should pay attention to:

a) 指挥车辆停在适当位置。

Guide vehicle to park at proper place.

b) 注意车辆前后左右的安全。

Pay attention to the safety of the vehicle’s neighbourhood.

c) 客人做好下车预备再开车门,尤其对女客、儿童要格外小心。

Get ready to open doors for guests, esp. women and children.

d) 使用恰当、得体的语言表示欢迎。

Welcome guests with proper language.

e) 清点行李的种类件数。

Count luggage number.

f) 注意安全，关好车门。

Close the door of the vehicle and pay attention to safety.

g) 指挥车辆离开

Guide vehicles to leave.

h)最好不替司机、客人保管车钥匙（必要时除外）。

Doorman should better not keep keys for drivers

and guests (unless he has to)

5．由于司机经常向门僮或行李员、服务员等询问诸如车场、车库路线、到名胜古迹或大厦公司的路线、地址等问题，因此有关人员日常对此要有所研究。

As drivers often asks for parking, driving lines to places of interests, doorman should be familiar with different traffic information.

6．召开大型宴会时，酒店一般事先发放停车证及车号，调度车辆时使用扬声器呼唤客人姓名、公司名称、车号等。在杂乱的大型停车场，还可酌情使用麦克

风、手提式步话机等。

Hotel would hand out parking certificate and series number to drivers when large-scale banquet is going on.

Use louderspeakers to read guest’s name, company name, and car number, etc. to have vehicle fleet management.

主题：门僮服务Subject: doorman service 参考号：FO-CON-002 Ref: FO-CON-002

目的OBJECTIVE

规范门前工作的细节，保证来临的客人第一时刻地感受到酒店的亲切、热情的到店服务

Regularize working details of hotel front area, make sure guests feel warm and hospitable once they get hotel

流程 PROCEDURES

1. 当客人乘坐的车辆抵近时，站外车道的门僮要主动为司机打手势，以便汽车停

在适当的位置。待车停定后，门童应迅速走近开启汽车门的最佳位置，热情

相迎（微笑），拉开车门，向客人表示欢迎（讲敬语、问好），先开前门，再

开后门，然后站在后门为客人服务。

Doorman signals driver to park at proper place when guest’s vehicle comes. When the vehicle stops, go to the best place to smile and open the door for the guest, and have greetings to the guest, to open the front door first, then back door, then serve guest at the back

door.

2.动作应是左手拉开车门，右手遮挡于车门框上沿（泰国客人除外），以防客人

头部与汽车门框相碰，并提醒客人注意。

Open the door with left hand, cover the top of the vehicle with right hand (except people from Thiland) and tell guest to be careful, in case to let guest bump into the vehicle.

3.关于年老或行动不便的客人，拉开车门后，要主动搀扶其下车。

For old or those who have proble in walking, open the door and support them with hands to get out of the vehicle.

a) 假如客人手上拿的东西太多，应主动接过来，以方便客人下车。

If guest has many things in his hand, help him to carry things when he gets out of the vehicle.

b) 假如车内装有行李，即招呼门口行李员为客人搬运行李。

If there is luggage, call for luggage man to carry the luggage.

c) 询问客人是否要住店，并转告行李员。

Ask guest if he will sty in the hotel, then let luggage man know.

d) 如临时没有行李员，应主动关心客人将行李卸下，当面和客人点清件

数，把行李搬入大堂，并告诉行李员行李件数，如无行李生则与领班交

接，然后迅速返回工作岗位。

If there is no luggage man at that time, help guest

to take off the luggage, count them in front of the

guest, take them to the lobby, tell luggage man the

number. If there is no luggagem man, tell the head

of the shift, then go back to work.

e) 登记车号卡转交给客人。

道不。

When guest leaves the hotel, doorman should say goodbye to guest, ask the guest where to go, and help him to get a vehicle. Open the door for the guest, tell driver where to go, say goodbye to the guest.

a) 动作应是左手拉门，右手遮挡于车门门框上沿，以防客人头部与汽车

门框相碰，并提醒客人注意。

Open the door with left hand, cover the top of the vehicle with right hand (except people from

Thiland) and tell guest to be careful, in case

to let guest bump into the vehicle.

b) 关于年老或行动不便的客人，拉开车门后，要主动搀扶其上车。

For old or those who have proble in walking, open the door and support them with hands to get into

the vehicle.

c) 假如客人手上拿的东西太多，应主动接过来，征得客人同意后，把行

李物品放好，并交接好件数，盖好车尾箱盖（或关好车门）。

If there are many things in the guest’s hands,

with the guest’s permission, help him put the

luggage in the vehicle, count and tell guest how

many items, close the trunk/door.

d) VIP 客人离店，当客人车辆启动时，应举手告不，且目送其离去以示

礼

貌。

Solute to VIP when he leaves hotel.

e)登记车号卡呈交客人。

5 当候车人多而无车时，门僮应礼貌地请客人排队，按先后次序乘车，协助保安

员维持秩序；当载客的车多而人少时，门僮应按汽车到达的先后安排客人乘

车。

When there are many people waiting for the vehicle, doorman should be polite and tell guests to wait in

line, and asist security guard to maintain order; when

there are more vehicles than guests, doorman should

arrange the picking up according to the order in line. 6如有客人赶火车或飞机，必须要征得排队客人的同意，方可让赶火车或飞机d 的客人先乘车。

If any guest is in a hurry to go to the airport or railway station, with other guests’ allowance, let them leave first.