1、國際酒店前廳部操作手冊酒店管理之家前廳部Front Office前臺服務程序LOCAL STANDARD OPERATING PROCEDURES國際酒店管理資料手冊International Hotel Management Information Manual前臺是展示酒店的形象、服務的起點。對于賓客來說，酒店大堂前臺是接觸我們酒店的第一步，是對酒店的第一印象，是非常重要的。 制定前廳部標準運作程序手冊的目的制訂本手冊是為了說明酒店管理前廳部標準運作的政策和程序，確保前廳部運營及管理工作的一貫性。向前廳部工作人員提供日常工作及培訓的指導。使前廳部員工了解前廳的作用，了解前廳運作及管理的政策

2、和程序。LOCAL STANDARD OPERATING PROCEDURES本地標準操作程序LSOP No.:RM FO FD -011Effective Date:Division:Front Office前廳部Revised Date:Section:ReceptionPrepared by : Approved by 批準人:SUBJECT:Rewards Member Recognition 會員禮賞會員認知_OBJECTIVE目的： Rewards members will receive consistent upgrade amenities and services in a

3、ssociation with their stay at our hotel.禮賞會員在我們酒店會享受到持久的高品質設施和服務。POLICY政策：To ensure all membership benefits are delivered.確保所有會員在店期間享有其會員待遇PROCEDURES 程序： Rewards Member Room Definition: High Floor, Better View compare with same category Rooms辦公室. Plus members room preference.禮賞會員房間定義：高樓層，與相同房型比較較好景色

4、。同時，須注意會員對于房型的喜好。Mandatory Room Amenities: Welcome amenity. Non-perishable, take away which would form part of the vacant clean room set-up, e.g. Boxed wine, area /country specific gift. This amenity will be presented in the room in association with Reward Member Identification.房間的禮品是由不易腐敗的物品如酒水，當地特

5、色禮品構成。這些禮品應放在房間內作為對客人的認知。Night Shift GSA daily checks and prints out the SPG Upgrade Report via Marsha. Pre-assign the room according to the each Rewards Member levels benefit & preference.夜班前臺大使每日通過Marsha檢查并打印禮賞俱樂部客人升級報表。根據每個禮賞俱樂部客人的級別和應有待遇，提前安排好房間All reservations will be asked if they are a Reward

6、s member. This will ensure everything will be in place and ready at time of registration. So that members receive fast efficient check-in and recognition of their membership at registration.所有客人預訂時大使都會詢問客人是否是禮賞俱樂部會員，保證禮賞俱樂部會員在登記時享受特殊待遇，例如快速登記和個性化的認知。The welcome packet must be prepared early to be ready before arrival, to ensure Rewards Member is not held up at check-in.應事先準備好歡迎夾, 以便使禮賞俱樂部顧客享受快速登記。Check Rewards points and key in with system.查出客人禮賞積分. Rewards Elite Member Recognition refer to Rewards Guideline.禮賞高級會員認知請參照禮賞計劃說明。.Reviewed by 審核人: Ap