星级酒店前厅部岗位职责.docx

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1、星级酒店前厅部岗位职责目录CATALOGUE第一章前厅部组织结构图12020年4月19日文档仅供参考ORGANIZATIONCHART··············1第二章前厅部岗位职责POSITIONRESPONSIBILITIESOFF.ODEPARTMENT·2-232.1前厅部经理F.OManager······22.2前厅部秘书F.OSecretary·····32.3大堂副理AssistantManager···42.4前台接待经理ReceptionManager···62.5前台接待员Rec

2、eptionist······72.6预订员ReservationClerk···92.7总机督导OperatorCaptain···112.8总机话务员Operator·······122.9首席礼宾司ChiefConcierge···132.10迎宾员Doorman·······142.11行李员Bellman······162.12商务中心督导B.CCaptain·····172.13商务中心文员B.CClerk······182.14商场经理GiftShopManager··202.15商场员工

3、Seller·······212.16医务室医生InfirmaryDoctor··22第三章前厅部各岗位操作程序F.ODEPARTMENTSTANDARDOPERATIONPROCEDURE22020年4月19日文档仅供参考第一节前厅部各岗位每日工作内容F.ODepartmentCheckList········24-393.1.1前厅部经理F.OManagerCheckList··························243.1.2大堂副理AssistantManager··253.1.3前

4、台接待经理ReceptionManager·273.1.4总机/商务中心督导Operator/B/CCaptain29F.O管理实务3.1.5首席礼宾司ChiefConcierge··303.1.6预定员Preservationist···313.1.7前台接待Receptionist····323.1.8礼宾员Concierge····353.1.9商场员工Seller·······363.1.10总机话务员Operator·····373.1.11商务中心文员B/CClerk·····39第二节前台

5、程序与标准F.OStandardOperationProcedure·····40-733.2.1受理电话预订RoomReservationbyCalling························403.2.2传真、信函订房RoomReservationbyFax、Letter·······················4132020年4月19日文档仅供参考3.2.3来店预订操作RoomReservationontheSpot························423.2.4变更

6、预订的处理BookingAmendment··433.2.5散客入住程序FITCheck-in····443.2.6散客离店程序FITCheck-out····463.2.7残疾人接待程序HandicappedCheck-in·483.2.8团队入住GroupCheck-in···493.2.9团队离店GroupCheck-out···503.2.10长住客人接待服务Long-stayingGuestsService························513.2.11更换长住客人房卡Long

7、-stayingGuestsRoom-keyChange····················523.2.12宾客推迟离店DelayCheck-out···533.2.13处理双锁门,开双锁门RoomDoubleLock···543.2.14贵重物品寄存HandingSafeDepositChanging························553.2.15调换房间/调整价格Room/RateChanging·563.2.16处理折扣HandletheRebateChanges·······

8、·················583.2.17房间异常报告处理RoomDiscrepancyReport·························593.2.18行政楼层客人接待ExecutiveFloorGuest42020年4月19日文档仅供参考Arrival························613.2.19行政楼层客人离店ExecutiveFloorGuestDeparture················