[人文社科]博鳌索菲特前厅部SOP.doc

INTRODUCTION The Front Office Department comprise of the Reception, Guest Service Offices, Bell Services, Reservation, Operators, Executive Club, Health and Recreation Center and Business Center. The purpose of the Front Office Department is to provide guests assistance with luggage, transportation, information concerning the hotel and the city, and any other service arrangements needed during their stay. Employee of the Front Office Department often provide the first and last impression of the hotel to our guests. It is therefore vitally important that employees display a prompt and courteous attitude to all guests and demonstrate the excellence in service. The Front Office Manager who comes under the direct supervision of the Director of Rooms and supervises the Front Office Department. A. Important of Front Office Department to the Hotel Hospitality, warm welcome. Often provide first and last impression. Often have longest contact with guest. Continuity: Long term service, recognition of repeat guests, remember names, guest histories. Acquaint guest with hotel. Sell hotel food and beverage outlets. Upsell: Suggest deluxe and suites. Smoother over disgruntled guests. ( ( Maturity ( Professionalism ( Flexibility ( Resourcefulness ( Tact ( Efficiency and follow through ( Communication skills ( Enthusiasm ( Neat appearance ( Punctuality ( Reliability To establish and maintain standards of quality within the department. To implement hotel policies. To have all material required to administer department for maximum profits. To achieve recognition for the finest personnel and guest service available. To provide consistent and ongoing training for all employees. To provide each arriving and departing guest the opportunity to obtain assistance with their luggage and transportation and ensure their predetermined rooming procedures are followed on a consistent basis. To display friendly and courteous service at all times. Front Office Department emp