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OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部

: Front Office Objective / 经营目标

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A. Concept/观念

ShanshuiTrendy Hotel provides the best accommodations with the “Just Right” standards of service. 山水时尚酒店为客人提供最好、最熟识的居住环境以及“恰到好处”的服务。

B. Our Attitude/我们的态度

1. Guest satisfaction is what we are working for/客人满意是我们工作的目标 2. Positive-cheerful, friendly and courteous/愉悦、友善和礼貌

C. Employee/员工

To recruit dynamic trained employee for the Front Office who are capable of providing our guest with high efficient check-in/out.

招聘有活力的、高素质的员工，提供客人快捷的、高效率的登记和结账服务

D. Service/服务

1. Provide prompt, courteous, complete service. /提供快捷、礼貌、全面的服务。

2. To standardize the Front Office?s approach to guest amenities service and work stations to ensure a consistent standard through the company.

使前厅对客房服务和工作岗位标准化，确保始终如一的工作水平。

3. To improve guest amenities and service form time to time in order to meet the demand of guest thus retain customer loyalty.

不断提高对客服务，满足客人要求，争取忠诚客人。

F. Technology/技能

To make good use of information technology for front office data storage and communication to improve work efficiency and enhance guest security.

充分使用信息技术获取潜艇信息和数据资料，提高工作效率，确保客人安全。

G. Prospect/前景

We believe in continuous training of our employees. There is always room for advancement for those who deserve for it.

不断培训我们的员工。提供个人发展的空间。

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OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : Organization of Front Office / 前厅组织结构

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GM 总经理 FOM 前厅经理 AFOM 前厅副经理 前台主任主任保安餐厅宴会主管Rest.&Banq. Captain Front Desk 前台 Lobby Bar 大堂吧 BC 商务中心 Bell 行李 Driver 司机 Front Desk Officer - 2 -

Security Officer Staff Entr. 员工通道

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部

: Departme Rules and Regulations / 部门规章制度

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A. We ask that uniforms be cleaned and pressed before reporting to the desk. Make up should worm naturally; no extreme

or unusual hairstyles for male or female employee should be permitted (shaved head, etc.). Shoes must be black to match the uniforms and polished nicely. Jewellery is permitted in moderation. Name tag should always be worn. 要求员工上班前应该穿压熨过的、整洁的制服。简单的化妆；无论男女员工不允许留有极夸张的或不自然的头型。皮鞋应穿匹配制服的黑色皮鞋并且保持干净。工作时应佩戴名牌。

B. There will be no display that would in anyway bring any discredit in the Front Office

不允许通过各种途径给前厅部带来耻辱。

C. There will be no personal phone calls made from any phone in the Front Office.

不允许前台人员打私人电话。

D. No one should receive any personal phone calls unless they are of emergency purposes.

不允许接听私人电话，除了紧急情况。

E. Each employee will be responsible for the cleanliness and neatness of this area. There is no excuse for a

Sloppy work area.

每一个员工多有责任保持前台的干净整洁。

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OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject Page

A. He/she is the MOST IMPORTANT in our business.

他/她在我们生意中扮演者重要的脚色。

B. He/she NO OBLIGATION TO US but we have an obligation to them.

他/他 对于我们来讲不是债务，相反我们对于他们有应尽的义务。 C. He/she is NOT AN INTRUDER to work, he/she is the reason for it.

他/他 对于我们的工作而言并不是入侵者，相反它是我们工作存在的原因。 He/she DOSE US A FAVOUR when he visit us and our service is not a favour to him.

当他/他来我们酒店入住是并不是帮助我们而我们所提供的服务也不是帮助他们。 D. He/she is a BUSINESS PARTNER, not outsider.

他/他是我们生意的伙伴而不是外人。

E. He/she is NOT A ROOM NUMBER. Or statistic, but rather a fellow being with the same feeling and emotion as

ourselves.

他/他不是一个放号或者一个统计数字而是和你我一样有感情有直觉的人。 F. He/she is NOT SOMEONE TO ARGUE or match wits with.

他/它并不是我们与之比较智慧或争吵的对象。

G. He/she is someone BRINGS US HIS/HER WANTS, our job to fulfil them.

我们的工作是来满足他/他所期望得到的。

H. He/she DESERVES THE MOST COURTEOUS AND ATTENTIVE SERVICE we can give because he/she is one

person who make it possible to pay our wages and maintain us in business.

我们以该给与他/他应得的尊重和高效率的服务，应为他/她是给我们付工资和保证我们生意的人。 I.

He/she is always right, but guest is guest. 他/她不一定完全是对的，但客人究竟是客人。

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: Front Office / 前厅部 : Who is our guest/客人是谁 : 1 of 1

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OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : Reception Techniques/接待技巧

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“MY HOUSE IS YOUR HOME” 我们的房间是您的家

On every occasion, always keep in mind

无论在任何情况下要把这句话机在心里。

APPEARANCE – FRIENDLINESS – SMILE – EFFICIENCY

面容 – 友善 – 微笑 – 高效率

Do not forget the guest who is in front of you is without doubt tired after a long trip and he wants to go to his room as soon as possible. It is for this reason that policies and procedures following in the later part of check-in process to reflect that the style and efficiently of the gateway.

当客人经过长途的旅行，不容置疑当他/她长在你面前时一定很累了，他/她最想的就是尽快进到房间。 正是这种原因我们要简化登记的程序来反映我们酒店的高效率。

A COMMITMENT/许诺

Is required from each Representative to put into practice the following procedure as outlined, not to deviate the standard but at the same time to maintain FLEXIBLITY in approaching the situation to BE OF SRVICE. Constant practice is nessary, and it should be in the best interest to inculcate a habit of constantly increasing knowledge, especially that pertaining to the job. 当遇到这种情况时因该灵活掌握但不能偏离标准，每一个员工因把这种作为要点来操作。

A FEW SIMPLE RULES/几条简单的规定： ? ? ? ? ? ?

Welcome the guest by looking at him before he comes to your desk. 在客人到达前台之前注视着客人并且欢迎他。

If you are occupied, you must indicate by eye contact and smile to the guest that you are acknowledging his presence. 如果这时你正在忙至少要用目光和客人打一招呼说明你知道客人的存在。

Always put yourself in guest?s shoes, i.e. how you would like to be treated, and treat him likewise. 处理问题是应把自己放到客人的位置想一想，比如你相比人如何对待你同样你也怎样对待客人。 Never lead a guest to believed that he is being ignored. 千万别让客人觉得他被忽略了

As soon as you have learnt the guest?s name, use it in the course of you interaction with him. 一旦你知道了一个客人的名字，你一定要在和她交流时称呼这位客人。 Never argue with a guest. In the event of a dispute, refer to your supervisor. 千万不要和客人争吵。在为一件事发生争执是让你的上级主管来解决。

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OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : THE FRONT DESK LOGBOOK/交班本

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Proper dissemination and recording of information and important endorsements to be passed from one shift to the other, or for future reference, should be entered in this book, such as:

会议记录以及从上一班次留下的重要的交接班内容，或者需要以后知晓的都要记载在这个本内比如：

1. guest requests or instructions/客人要求或指示 a. Do not disturb/请勿打扰

b. Confidential status of in-house guests (incognito)/住店客人需要保密 c. Whereabouts/客人行踪

2. Special instructions / endorsements/特殊的交接班 a. Rate changes / room transfers/房价和房间的更换 b. Billing arrangements/客人的付帐方式 c. Lost & Found endorsements/遗失物品交接 d. VIPs/贵宾

3. Internal information/内部信息 a. Guest complaints/客人投诉

b. Guest room requirements/客人房间要求

c. Results of meeting / discussions / briefing/会议、讨论、简报的交接 d. Special memo received/特殊的备忘录接受 e. Functions inside or outside Hotel/酒店的会议 4. External information/外部的信息

a. General information about the city城市的整体消息 b. Tourism information concerned/旅游信息

c. Government policy concerned/政府布告

All comments / information entered in this book should be dated / time logged / and initialed by Receptionist entering, and by Receptionist taking action. If necessary, action taken and results should also be logged and properly initialed & dated / time logged.

All staffs at Front Desk are requested to read the Logbook when you start your shift due to commencing work. It is very important that all staffs concerned should write any comments or information that concern each section as well as the whole Front Office and when necessary, the Hotel.

所有的留言载入应该有日期以及前台接待的签字，以及前台人员谁完成或需要谁知晓的签字。每一个员工再到岗工作时应浏览交接本。

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OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : Orientation/前厅入职培训

Ref. code

Hotel Glossary / 酒店专用术语

: FO-001 Page : 1 of 6

A

Accounting Department 财务部 accounts receivable 应收

adjoining room (ref. connecting room) 相邻房 （参. 连通房） adaptor转换插头 advance booking预订 advance deposit预订金

advertising and promotion广告及促销 affiliated hotel联号酒店 air conditioner空调机 air conditioning空调 airport 机场 A-La-Carte零点

allowance (eg. meal allowance) 特惠(例.餐费标准) aluminum strip铝条

American Express (credit card) 美国运通卡 American plan(=Full Pension=Bed and Board) 美式计价（房费包三餐） antenna天线

anti-slippy mat 防滑垫 apartment公寓 area code地区代码 armchair 扶手椅

arrival time (=ETA) 抵达时间（=预抵时间） ashtray 烟灰缸

Attendance Record Book考勤本 Auditor 审计员

availability 可卖房，可能性 available rooms 可卖房

average length of stay 平均住店天数 average room rate (ARR) 平均房价

Ｂ

baby cot 婴儿床

back of the house (<-> front of the house) 后台（反。前台） back-to-back 高周转 baggage (=luggage) 行李

ball pen (blue/red) 圆珠笔（兰/红） balustrade 栏杆

banquet, banqueting 宴会

bath mat (ref. floor mat) 浴垫 （参。脚垫） bathrobe 浴袍

bathroom amenities 浴室用品 bath towel 浴巾 bathtub 浴缸

bathtub stopper 浴缸下水盖 basin 面盆 bed room 卧室 bed pad 床垫 bed leg 床腿

bedcover (bedspread) 床罩 bed-head board 床头板 bed sheet 床单

bedside table 床头柜 bill 帐单

Issued on

:

book binding machine 书籍装订机 biscuit 饼干 black list 黑名单 blanket 毛毯

blanket reservation 整段订房 block room 预留房 booking 预定 body lotion 护肤露

bottle opener 瓶起子 开瓶器 box file 自由夹

Manila file 手风琴式文件夹 box spring 床架 breakfast 早餐 briefcase 手提箱 brochure 小册子 broom 扫帚 brunch 早午餐 bucket 桶 buffet 自助餐

Bulletin Board (Sign Board) 公告板（参。标致牌）Business Center (BC) 商务中心

Ｃ

cancellation (CXL) 取消预定 calculator 计算器 carpet 地毯 cash 现金

cash on departure 离店时现付 Cashier Desk 收银台 ceiling 天花

ceiling light 顶灯

chair (ref. Stool, sofa, bench)

椅子（参。凳子，沙发，长凳）

change (ref. exchange, replace, replenish, alter, update) 改变，零钱（参。兑换， 替换，补充，转换） charge (ref.fee) 收费 charter fight 包机 check 检查，帐单

check-in time 入住时间 check-out time 离店时间 Chinese tea cup 中式茶杯 chocolate 巧克力 city ledger 挂帐

clip 夹子 clock 钟

clip board 夹板 closed date 无房日

closet 衣柜(ref. Wardrobe) （参。Wardrobe） clothes brush 衣刷 coat brush 衣刷 Coca-cola 可口可乐 cocktail 鸡尾酒

coffee sachet 袋咖啡 Coffee Shop 咖啡厅

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OPERATION MANUAL FRONT OFFICE 前厅部操作手册

coffee table 咖啡桌

collect call 受付电话（ref. Person to person）conditioner dust bin 簸箕、废纸篓 dusting 除尘

护发素

comb 梳子

Commercial Hotel 商务酒店 commission 雇金 compendium 文具夹 complaint 投诉

complimentary (COMP) 免费

computer (software/hardware) 电脑、计算机 （软件/硬件） Concierge Desk礼宾部 confirm 确认 confirmation 确认

connecting rooms 连通房

Continental Plan 大陆式计价（房费包大陆早餐）corporate rate 公司价 correction 改正

correction pen 涂改笔

correction liquid (=correction fluid) 涂改液 cotton swab 棉棒

coupon (voucher) 券、代金券 cream 奶酪

credit card voucher 信用卡刷卡单 corridor 走廊

coaster 杯垫, 考斯特中巴车 curtain 窗帘

curtain rail 窗帘轨 curtain string 窗帘绳

cut-off date (deadline) 预订截止日

Ｄ

day use 白天用房

debit (<->credit) 贷（反。信） deluxe 豪华

demi-pension 房费包早餐 deposit box 保险箱 detergent 洗衣粉

Diners Club (credit card ) 大莱卡 dinner (=supper) 晚餐 dining room 餐室

Directory of Services 服务指南 discount 折扣 discrepancy 差易 dish 碟，盘

Domestic Direct Dialing (DDD) 国内直拨电话 Do Not Disturb (DND) 请勿打扰 Do Not Smoke 请勿吸烟 door closer 闭门器 door hinge 安全链 door knob 门把手 door lock 门锁

door number sign 门牌 door stopper 门堵 double bed 双人床 double lock (DL) 双锁

double occupancy 双人住宿率 downtown 市区 drawer 抽屉 dress 着装

dressing table 梳妆台

dressing table stool 梳妆凳 drinking glass 喝水杯 dry cleaning list 干洗单

due out 应离店但还未离店者 duplex 复式房

Ｅ

early arrival 提前抵达

Early Bird Report 每日营业报表

EDP (Electronic Date Processing system) 电脑室 electric fan 电扇 electric jar 电热水壶 electric plug 电源插头 electric socket 电源插座

elevator (=lift) (ref. Escalator) 电梯 （参．手扶升降梯） employee 员工、雇员 employer 雇主

Engineering Department 工程部 entrance 通道

entrance lamp 门廊灯 envelope 信封 eraser 橡皮

ETA-Estimated Time of Arrival 预抵时间 ETD-Estimated Time of Departure 预离时间 European plan 欧洲式计价（房费不包餐） exchange rate （外币）兑换率 exit 出口

expected arrival 预抵客人 extension cord 接线板

expected departure 预离客人

expending wallet (by date/alpha) 扩展式文件夹 extra bed (ref. rollaway bed) 加床

English –Chinese Dictionary 英汉词典

Ｆ

face towel 面巾

facsimile (=fax) 传真 film 胶卷 Finda 芬达 fire alarm 火警 fire control 防火

fire exit plan 消防疏散图

FIT-Foreign Individual Traveler 散客 float (=cash float) 备用（现金） floor drain 地漏

Floor Plan 楼层平面图 floor tile 地砖 flowchart 流程图

fluorescent lamp 日光灯

fluorescent pen (red/yellow/green) 荧光笔 fly

苍蝇 foam bath 浴液

folio (ref. bill) 帐单（参、bill）

Food and Beverage Department ( F & B ) 餐饮部 forecast 预测

forwarding address 前往地地址 frame 框

free of charge (FOC) 免费 freezer (=ice box) 制冰器 fridge (refrigerator) 冰箱 Front Desk 前台

Front Office Department前厅部 full house 满房

full length mirror (for grooming check)功能、活动 镜子 function furniture 家具

Ｇ

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OPERATION MANUAL FRONT OFFICE 前厅部操作手册

glass wrapper 杯套 garden 花园 glue 胶水

grand master key 总万能钥匙

Great Wall Card (credit card) 长城卡 guarantee (GTD) 担保 gullet 地漏

guest history 客人历史材料

Guest Questionnaire 宾客意见书

Ｈ

hairdryer 吹风机 hand towel 手巾 handkerchief 手绢 handle 把手

hanger (ladies and gentlemen) 衣架（女式，男式）hard cover book (long/short) 硬皮本 heating 加热器 hinge 合页

high/peak season 旺季

highlight pen (red,blue,green) 荧光笔

hotel envelope/hotel letter paper 饭店信封/信纸 hotel stationary酒店文具

hot water flask (=vacuum flask) 热水瓶 house account 免费帐 house phone 内线电话 House Use 内用房 house count 房数

Housekeeping Department客房部

Ｉ

ice-cube 冰块

ice-cube tray 冰块盘

imprint machine （信用卡）刷卡器 incentive (group) 奖励（团队） incident 意外事故 Incognito 保密客人 indefinite 不确定

index book (by date/alpha) 索引（按日期/字母 顺序排） Information Desk 问询处 inspection 检查

in house movie 闭路电视

International Direct Dialing (IDD) 国际直拨电话 invoice 收椐

iron and board 熨斗和熨衣板

ironing (=pressing) 熨衣 ironing board 烫衣板 I owe you (IOU) 欠条

Ｊ

Jacket 夹克衫

JCB Card (credit card) JCB卡 join in 加入

junior suite高级套房

Ｋ key card 钥匙卡 kitchen 厨房

knife (for envelope and cutting other paper)Ｌ

刀子 lamp shade 灯罩

Laser Printer 激光打印机 late arrival 迟抵达

late charges (=back charge) 追加收费 laundry 洗衣

laundry bag洗衣袋

laundry list洗衣单

layover passenger误机乘客 light baggage轻行李 light bulb 电灯泡 liquor酒精

living room (=sitting room)客厅 linen 布巾,布草 Lobby大堂

Logbook 交接班本

Lost and Found (L&F)失物招领 low/off-peak season淡季 luggage (=baggage)行李 luggage rack行李架 luggage sticker行李胶贴 luggage tag行李牌 luggage trolley行李车

Ｍ

magazine杂志

maps of beijing and china 北京地图，中国地图magazine rack杂志架 mail 邮件

mail address 邮件地址 mail box 邮件箱 mailing fee 邮寄费用

main door (=main entrance)正门 maintenance 维修,维护 make up room 打扫房间 marble 大理石

marker (blue/black)记号笔 market市场

market code 市场分类代码 market mix 客人分类 market research市场研究 market segment市场划分 massage 按摩

master accounts 总帐 master bill 总帐单

Master Card (credit card) 万事达卡 master folio 总帐单 master key 万能钥匙 matches 火柴 mattress 床垫

miscellaneous 杂费 memo 备忘录 menu 菜单

message pad 留言簿 mineral water 矿泉水

mini bar (fridge) 小酒吧（冰箱） mini-bar voucher 小酒吧帐单 moistener 湿度计 mirror 镜子

full length mirror 穿衣镜 mop 拖布

morning call (ref. wake up call) 叫早 （参．叫醒） mosquito 蚊子

mosquito screen 沙窗

MTD-Month To Date月累计（到某日）

Ｎ

nail brush 指甲刷

National Cash Register (NCR) 收款机 needle (<->thread) 针（反。线） net rate 净价 newspaper 报纸 night audit 夜审 night gown 睡袍

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OPERATION MANUAL FRONT OFFICE 前厅部操作手册

no show (NS) 未到

non-refundable 不可退款的 Non-smoker 非吸烟者

Non-smoking room 非吸烟房 Non-smoking area 非吸烟区

Ｏ

occupancy 住客率（%） on duty 值班 operator 电话员

Out-Of-Order (OOO) 待修房，坏房 overcoat 外套

overhead projector 投影仪

Ｐ

PABX=PBX (Private Automatic Branch

Exchange) (=switch board) 电话交换机 paging system 寻呼系统 paid out 借出款 painting 图画

pantry room 客房（楼层）服务间 pants (ref. Shorts) 短裤 passenger 旅客 paper clip 曲别针 paper shredder 碎纸机 pax=person 人数

peep hole 窥视孔, 门镜 pencil 铅笔 pen holder 笔架

Peony Card (credit card) 牡丹卡 permanent 长期的，永久的

person to person (ref. station to station) 找人电话（参. 兑号电话） personal 个人的

Personnel & Training Department (P&T)

人事培训部 pest control 灭虫 petty cash 小额现金

photocopy machine 复印机

photo picture 照片 pick-up 接机 picture壁画 pillow case 枕套

pillow inner slip 内枕套 piping 管道 pin 大头针

plastic holder 塑料文件袋

Please Make Up Room 请打扫房间 portion 部分

Postal Code (ZIP) 邮政编码 postcard 名信片 post stand 邮筒 post stamp 邮戳 poster 招贴画 posting 入帐

potato crisps 烤土豆片 prepay 预付

pre-registered 预登记 pressing 熨衣

promotion rate 促销价 property 财产

Public Area 公共区

public phone booth 公用电话间 punch 打孔器

Purchasing Department 采购部 pyjamas 睡衣

Ｑ quadruple room 四人房 queen size bed 中号双人床 quilt 被褥

Ｒ

rack rate 柜台价，公布价 razor 刮胡刀 radio 收音机 rebate 打折 receipt 收据 receive 接收

Receiving Office收货部 Reception Desk 接待处

Recreation Department 康乐部

refund (ref. rebate) 退款（参。减钱） register 登记

Registration Card 登记卡

registration not assigned 登记完但未分房 release time 取消预订的时间 remote controller 摇控器 report 报告 request 请求

request for reply 请求答复 requirement 要求

Reservation Desk 预订处 Resort 度假村 Restaurant 餐厅

Revenue 营业收入、营业额 revolving door 旋转门

rollaway bed (=roll-in bed, ref. extra bed) 活动床room key 房间钥匙 room rate 房间价格 room revenue 客房收入 room occupancy 住客率

room service menu 送餐菜单

room status: 房态

VC-vacant clean 空房（干净的） VD-vacant dirty 走房（脏房）

OC-occupied clean 住客房（干净的） OD-occupied dirty 住客房（脏房） OOO-out-of-order 待修房 SO-sleep out 外宿

NB-no baggage 无行李 LB-light baggage 轻行李 DL-double lock 双锁

DND-Do Not Disturb 请勿打扰 rooming list 分房表 rubber 橡皮

rubber band 皮筋 ruler 尺子

Ｓ

safe deposit box 保险箱

Sales & Marketing Department (S&M) 市场营销部 sanitary bag 卫生袋

scheduled time 计划时间 scotch tape dispenser 胶带座 scotch tape 透明胶带 scissors剪子 screen 屏幕

Security Department保安部

service charge (ref. surcharge) 服务费 （参。附加费） service counter 服务台

Service Directory 客人服务指南 settee 长靠椅 - 10 -

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

sewing kit 针线包 shampoo 洗发水

share (eg. share one room) 共享

（例。同住一间房） sharpener 削铅笔刀（器） shirt 男式衬衫 shoe horn 鞋拔 sheer curtain 沙帘

shoe shine cloth (ref. shoe shiner, shoe polisher) table calendar 台历 tap water 自来水 tariff 价目表 taxi 出租车 tea bag 茶袋 tea set 茶盘 telephone 电话

telephone booth 电话间 telephone charge 电话费

擦鞋布 shorts 短裤

shopping bag 购物袋 shoulder season 平季 shower 淋浴 shower cap 浴帽 shower curtain 浴帘 shower head 喷头 signature 签名 single bed 单人床

single occupancy 单人住房率

single room with bath 带浴室的单人间skipper 逃帐者 skirt 女裙

skirting board 墙裙板 sleep out (SO) 外宿 sliding door 推拉门 slide projector 幻灯机 slippers 拖鞋

smoke detector 烟感探测器 soap (bath soap, hand soap) 肥皂 socket (<->plug) 插座（反。插头）

socks 袜子 sofa 沙发

soap container 肥皂碟 special attention 特别注意 special rate 特价

speedy kettle 快速热水壶 split shift 两头班 spoon 勺子 spot light 射灯 Sprite 雪碧 staircase楼梯 up stair 上楼 down stair 下楼 stamp 邮票

standard rate 标准价 stationery 文件夹 standard room 标准间 staple 订书钉 stapler 订书器

station to station 兑号电话 stay over 过夜 Stewarding 管事部 store room 库房

sugar sachets 袋砂糖 suitcase 行李箱 suits 套装 suite 套房 sugar糖

sundries 杂项费 survival kit 生存袋 switch 开关

Ｔ

Table D?hote 套餐 table lamp 台灯

Telephone Directory 电话号码簿 telephone extension 电话分机 telephone set 电话机 television (TV) 电视 TV program 电视节目单 tent card 立卡

thermometer 温度计 thermos flask 热水壶 thermostat 调温器 thumb pin 图钉

time stamp machine 打时器 tissue paper 面巾纸

toilet=wash room=lavatory 厕所=洗手间=卫生间 toilet bowl 马桶 toilet flush 马桶刷

toilet flush cistern 马桶池 toilet flush handle 马桶按键 toilet paper 卫生纸 toilet seat 马桶座

toilet seat cover 马桶盖 tooth brush 牙刷 tooth paste 牙膏

tour package 包价旅游 towel rack 毛巾架 transient 过路客人 transformer变压器

Transportation Department 运输部 Travel Agent (T/A) 旅行社 Traveller?s Cheques 旅行支票

tray (=dish) 盘 triple room 三人间

trolley (eg. luggage trolley) 货车（例：行李车）trousers 裤子 T-shirt T恤衫

Tsingtao Beer 青岛啤酒 turn away 转走的客人 turndown service 开床服务 twin room 双人房

Ｕ

underpants 内裤 undershirt 内衣 uniform 制服

update 更新（日期）

upgrade (<->downgrade) 升级（反：降级）

Ｖ

vacant room 空房

vacuum cleaner 真空吸尘器 vacuum flask 保温瓶 valet 洗衣

verify (verification) 证实 vest 马甲、背心 video camera 摄像机

Video Cassette Recorder (VCR) 录象机 villa 别墅

VIP (Very Important Person) 贵宾 - 11 -

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Visa Card (credit card) 维萨卡 visitor 访客 void 作废 Voltage 电压

110 volts 110伏 220 volts 220伏 voucher 帐单，凭单

Ｗ

walk-in 无预订散客 wall paper 墙纸 wall tile 墙砖

wardrobe 衣柜，壁柜 wash basin 洗脸池

waste paper basket (ref. rubbish bin) 废纸筐 water jar 水瓶（广口）

water-proof (=water resistance) 防水 water spinkler 喷洒头 weekly report 周报告 weighing scale 体重秤 white board 白板 wind-coat 风衣 writing desk 写字台

writing desk chair 写字椅 writing pad 写字本

Ｙ

YTD (year-to-date) 年累计（到某日）

Ｚ

Z card Z型卡

- 12 -

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部

: Guest contact techniques/客人沟通技巧

Ref. code Issued on

: FO-001 :

Page : 1 of 4

MAGIC WORDS / PHRASES / COURTEOUS ENGLISH

魔力词汇 / 词组 / 礼貌英语

Our guests choose us because they expect us to be the best Hotel in Shenzhen. We expect that of ourselves. We take pride in being associatedwith the best. So it is Shenzhen policy to provide our guests in all our Hotel with the most consistent high quality experience we can provide.

Choice of wrong words can lead to unhappy guests. We have to think first before we speak. Choice of the right words in the right situation will definitely be pleasing to our guests, as well as boosting our morale.

Here are some Basic Magic Words and Phrases that will assist us in enhancing guest satisfaction and providing better service. 客人选择我们是由于他们把我们看作是深圳最好的酒店，我们自己也希望如此并以此为荣。因此，随时为客人提供 高质量的服务是我们山水时尚酒店的一贯政策。

措词不当会导致客人的不满， 所以我们说话前要三思。适时使用正确的词汇无疑将使我们的客人高兴，从而提高 我们自己的士气。

以下是基本词汇和词组，可在应用中帮助我们提高客人的满意度并提供更好的服务。

ALWAYS PUT A SMILE ON YOUR FACE AND IN YOUR VOICE

永远将微笑挂在脸上，放在声音里

A. GREETINGS 打招呼：

Good morning! Good afternoon! Good evening! Good night!

早上好！中午好！晚上好！晚安！ How do you do! 你好！

How are you? 你好吗？ I′m fine , thank you 很好，谢谢。

Pleased to meet you 很高兴见到您。

Welcome to Shanzhen ! 欢迎到深圳来！ B. TITLES 称呼:

Mister / Mr. / Sir 先生 Ma?am / Madam 女士 Miss / Ms. 小姐

Your Majesty / Your Royal Highness 陛下 Your Highness 殿下 Your Excellency 阁下 Doctor 医生，博士 Professor 教授

Mr. President 总统（理）先生

Mr. Vice President 副总统（理）先生

Welcome back to Shanshui Trends Hotel! 欢迎再次来到山水时尚酒店！ It?s good to see you again. 很高兴再次见到您。

Wish you a pleasant stay with us. 祝您居住愉快。

Thank you for staying with us. 谢谢您入住山水时尚酒店。 Welcome to our Resort! 欢迎到我们酒店！

Use for man with no formal title Use for woman with no formal title Use for young, unmarried woman Use for king or queen Use for prince or princess Use for Ambassador

Use for medical doctor or Phd degree holder Use for a professor at a college or university Use for president of a country

Use for Vice President of a country

- 13 -

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

C． COURTESIES 礼貌用语： On the Telephone 在电话上：

Good morning/afternoon/evening, Reception, can I help you? 早上好/中午好/晚上好！这里是前台，我能为您服务吗？

Reception , Kevin at your service. 这里是前台，凯文为您服务。 Whom shall I say is calling? 请问您怎么称呼？

Courteous statements 礼貌性陈述（表达方式）： Please hold the line. 请稍等。（请别挂） Thank you for holding. 多谢等待。

It?s a pleasure to have you with us. 很高兴您能到这里来。

I?m sorry to have kept you waiting. 抱歉让您久等了。 How was your trip?

您一路上怎么样？/ 您旅途如何？

Could you please… (requesting the guest to do something)

您能…（请求客人做某事） Is this your first visit to China? 您这是第一次来中国吗？ How do you like Shenzhen?

您对深圳感觉如何？/ 您觉得深圳怎么样？ Please let me know if there is anything I can do. 如果您有什么事需要帮助，请告诉我。 Nice day today, isn?t it.

今天是个好天气，不是吗？

How long would you like to stay with us? 您要住多久？

Have a pleasant stay with us. 祝您过得愉快。 D． REQUESTS & INQUIRIES 请求和询问： After you, please. 您先请。

Please take the elevator. 请乘电梯。 This way, please. 请这边走。 I?ll follow you. 我随后就到。 Please go upstairs. 请上楼。

Please wait for a moment. 请稍等。

Just a moment, please. 请稍等。

Would you please fill in the Registration Form? 请填写住宿登记单 Please use block letters. 请用大写。

Please come with me. 请跟我来。

Please follow me. 请随我来。

Could you spell your last name for me? 您能把姓给我拼一下吗？ Is everything OK?

I hope you will have a good rest. 祝您休息好。 Enjoy your stay. 居住愉快。（过得开心） Thank you for staying with us. 多谢您入住我们这里。

I hope you are feeling better (if you know guest has been ill)

愿您好起来。（假如客人有病） Have you done any sight seeing yet? 您去观光了吗？

Please watch your step. 请留神。/ 请当心脚下。 Please mind your step/head. 请当心脚下/头顶。 Feel free to call us. 尽管和我们联系。 May I recommend… 请让我推荐…

Excuse me…(find a natural break to interrupt) 对不起…（需中途打断别人时）

一切就绪了吗？/ 一切都好吗？ May I help you with your baggage? 我帮您拿行李好吗？ Do you need a taxi? 您需要出租车吗？ How can I be of help? 我能帮忙吗？

May I have your signature, please? 请您签个名？

Is there anything else I can do for you? 还需要我做什么？

I?ll be with you in a moment Sir/Ma?am. 我马上回来（就好），先生/夫人（女士）。 May I know when you?re coming back? 您能告诉我您何时回来吗？

How long would you like to keep the Do Not Disturb? 您要保留多长时间的免打扰（DND）? Will that be all?

就这些了吗？ / 这是所有（行李）吗？

Please take the elevator. 请乘电梯。

14

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

In the Guest’s room在客人的房间： May I come in? 我可以进来吗？ May I use your telephone? 我能用您的电话吗？

E． GRATITUDE感谢： Thank you! That?s very kind of you. 谢谢！ 您真好。 Thank you very much! I appreciate it. 非常感谢！ 对此非常感谢。

F． APOLOGIES道歉：

I?m sorry, I understand how you feel. Pardon me? 我理解您的感受。 您说什么？ I?m sorry to hear that. Excuse me for interrupting. 很遗憾听到这个（消息）。 对不起打断您一下。 I?m sorry for having kept you waiting. I apologize for the misunderstanding. 很抱歉让您久等。 很抱歉误解了您的意思。 I beg your pardon? I do apologize. 您说什么？ 我抱歉。 G． ANSWERS TO GUEST’S THANKS 回答客人的感谢： You are welcome! With pleasure. 不客气！ 很荣幸。 Not at all! It?s very kind of you to say so. 没关系！ 您这么说真是太好了。 At your service. Thank you for your compliments. 为您效劳。 多谢夸奖。 Glad to be of service. That?s all right. 乐于效劳。 没什么。 It?s my pleasure. Don?t mention it. 这是我的荣幸。/ 乐于效劳。 不客气。

H . REPLY TO A GUEST COMPLAINT回复客人的抱怨： Please accept my apology. I?ll refer it to my supervisor right away. 请接受我的歉意。 我会立即向主管呈报这件事。 Yes, Sir/Ma?am, I?ll look into the matter immediately. I?ll inform my supervisor immediately. 好，先生/女士，我会马上处理此事。 我会立即通知主管的。 Thank you for telling us, Mr/Ma?am. I?ll let the person in charge know right away. 谢谢您告诉我们，先生/女士。 我会即刻通知负责人的。 I assure you it won?t happen again. I?m afraid I can?t give an answer right now, but I?ll get back to you. 我向您保证不会再发生这种事情。 恐怕我无法立即给您答案，但我会再和您联系的。

I . POSITIVE REPLIES积极的回答： Yes! Very well. 好的！ 非常好。 Of course. Right. 当然。 正确。 Certainly. 当然。 Exactly. Excellent! 正确。 真棒！ That?s true. There?s another option. 确实。 还有另一种选择。（方法） Good.

15

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

That?s fine.

J . SALUTATIONS & WISHES祝福： 那很好。

Congratulations! 祝贺您！ Best wishes. 美好祝愿。 Good luck! 祝您好运！ Get well soon,. 早日康复。

I?m glad to hear the good news. 我很高兴听到这个好消息。 Happy anniversary. 周年快乐。

K. FAREWELL 告别：

I?m sorry to see you?ll be leaving us. 很遗憾您就要离开我们了。 We?ll miss you. 我们会想你的

Did you enjoy your stay? 您住得好吗？ So long.

后会（有期）。

Bon Voyage .(French) 旅途愉快。 Have a nice trip. 旅途愉快。

We look forward to seeing you again. 期望再次见到您。

Take care & have a safe journey. 多保重，一路平安。 Good bye & good luck. 再见，祝您好运。 Have a pleasant trip. 祝您旅途愉快。

Happy Valentine?s Day. 情人节快乐。 Happy Easter. 复活节快乐。

Merry Christmas.(Christian religion) 圣诞快乐。

Happy Hanukah.(Jewish religion) 圣诞快乐。

Happy New Year. 新年快乐。

16

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

THE TRAINING THAT ENCOURAGES SELF-DEVELOPMENT AND SELF CONTROL. 纪律的培训能使员工增强自我控制能力。 Department : Front Office / 前厅部 Subject

: Discipline/纪律

Page : 1 of 1

CREATING A CLIMATE FOR DISCIPLINE/创造遵守纪律的气候 1. Make sure the employees understand the rules. 确保员工理解和懂得酒店的规定。 2. Enforce rules consistently.

始终如一的贯彻酒店的规定。 3. Make the disciplinary action fit the offence. 对于犯纪的员工执行纪律。 4. Correct the offence, do not punish. 纠正错误而不惩罚。 5. Remember to give credit, praise the work - not the person. 切记称赞工作的杰出，但不要对人。

WHEN A REPRIMAND IS NECESSARY/何时申诉是必要的 1. Control your temper. 控制脾气 2. Be sure of your facts. 确认事实 3. Talk to the offender in private. 与违犯纪律的人私下谈 4. Get the offender's side of the story : 得知犯错的人的另一方的事。 a) attitude/态度 b) intent/意图 c) understanding the rule/懂得规定 d) desire to improve/要求改进 5. Be firm but fair. 鉴定决定但公平 6. Express confidence in the offender's ability to improve

给违反纪律的人以信心他有能力去改进。.

17

Ref. code Issued on

: FO-001 :

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : Personal grooming and hygiene/仪容仪表

Ref. code Issued on

: FO-001 :

Page : 1 of 1

REMEMBER, YOU REPRESENT THE HOTEL AND TO THE CUSTOMERS YOU ARE AN INDICATION OF THE STANDARDS OF HYGIENE WHICH CAN BE EXPECTED DURING THEIR STAY WITH US.

须牢记你个人的仪容仪表代表着酒店，整洁的仪容仪表示客人在住店期间所期望见到的。

Particularly noticeable are/特别应注意的以下几方面: 1. Your hair/你的头发: Keep it clean so that the guests find it a pleasure to look at. keep it off and away from your

face so that the guest can see you when talking to you.

保持干净是客人所乐意看到的。保持头发远离你的面部这样客人和你交谈时能看见你。 2. Your Personal Hygiene/个人卫生:

Breath/口气

Underarm/腋下 3. Your hands and fingernails/手和手指甲: It goes without saying that hands and nails are to be kept clean, not how well manicured are

your nails ?

这里所说的是你的手和指甲应保持干净，而不是怎样修剪你的指甲。

It is human nature to remember the bad things and you only have that one impression to create a

GOOD

AND LASTING IMPRESSION of standards of personal hygiene.

人类很自然的记住坏的事情，你应该给别人创造一种好的也是最后的映像就是整洁的个人仪容仪表标准。

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OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : Promptness And Pet Policy/反应快捷和宠物政策

Ref. code Issued on

: FO-001 :

Page : 1 of 1

PROMPTNESS反应快捷 A. A guest must not be kept waiting any longer than necessary before being checked-in, and his

presence must always be acknowledged through eye contact and a smile. ( A waiting time of three minutes is considered excessive with exceptions for groups and tours.)

除非必要一般不能使客人等太长时间，最起码应用目光的接触使客人知道你注意到他

的存在。（客人等候3分钟是可以的但有例外的只能是团队）

B. The check-in process must be handled promptly from initial contact with the guest to the

time he leaves the desk. A processing time of not more than three minutes is considered excessive, except when alternate accommodations must be found.

客人在前台的登记速度应该是快捷迅速的，整个过程不能超过三分钟，除非客人在选

择房间的类型。

C. Check-out must also be handled promptly, and the guest's presence is to be acknowledged

while he is waiting. ( A processing time of not more than three minutes is considered excessive.)

结帐速度也应是快捷迅速的整个过程不能超过三分钟。

PET POLICY/宠物规定

No animals allowed./不允许携带宠物进店

19

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : PROPER DOCUMENTATION, FILING AND

ADMINISTRATION 文件归档和行政管理

Ref. code Issued on

: FO-001 :

Page : 1 of 1

A proper and standardised system of work is essential in maintaining the order and work flow in the Front Office. There are set ways to do certain things in the office, a set place for every piece of paper, and a set way to file a particular correspondence.

规范的文件归档系统是保证前厅部工作有条不紊的进行的基本点。在办公室有固定的方式去做一些事情，固定的地方来归档一些纸张和文件，固定的地方来归档一些特殊的公函。

It is important that everyone adheres to and follows the standardised way of administration simply because there are so many hands concerned with the same task. Imagine the chaos if one person does it differently leaving the rest of the team wondering where to find a particular document! CERTAINLY NOT VERY CONDUCIVE TO TEAMWORK! 最重要的是每一个人都要坚持不断地去做，因为一个任务是有许多人完成的。设想一下如果其中一个人与别人用不一样方式去归档一些特殊文件，那么这组中的其他人将会很难找到这份文件。不容置疑的这对于集体协作是无益的。

Even a pencil, registration card, etc. has a standard place. Once everything is always returned to the same place, it is so much easier for the next person to look for it.

既是一支铅笔或者登记单等等也有它应该放的位置。当这件物品始终回到它原有的位置，那么其他人也就很容易找到它。

20

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject Page

: Front Office / 前厅部 : FO DOS and DON’TS/前厅不该做得和不该做的 : 1 of 12

Ref. code Issued on

: FO-001 :

Male Staff/男员工 : ? Uniforms are to be worn at all times in public areas. 上班期间穿整套制服。 ? Shoes must be cleaned and polished at all times. 皮鞋应该保持整洁。 ? Hair is to be no longer than collar length. 头发不能留过衣领。 ? Name tags must be worn at all times. 员工名牌每天必须佩戴。 ? All males are expected to be clean shaven every day and in the case of moustache/beard -

neatly trimmed.

男员工每天需刮胡须，保持面部整洁。 ? Earrings are not permitted.

不允许佩戴耳环。

Females/女员工 : ? Stockings must be worn. 每天穿戴长筒袜。 ? Shoes must be black. 穿黑色皮鞋。 ? No excessive jewellery is permitted - 1 watch; wedding rings only. 不能佩戴多余的首饰- 一只表；一个结婚戒指。 ? Hair must be clean and neat, and worn off the face. Only regulation collared ribbons

permitted.

头发保持干净整洁，不能遮盖前额，长头发应用一致的发带盘起来。 ? Nails to be kept clean at all times. 指甲保持干净。 ? Full uniforms must be worn at all times in public areas. 在公共区域应穿戴整套制服。 ? Name tags must be worn at all times. 名牌随时佩戴。 ? Staffs are not permitted to use guest lifts (unless service lift is out of order). 员工不允许使用客人电梯。 ? Personal telephone calls to or from departments are not permitted. 私人电话的打进或打出是不允许的。 ? All staff are requested to address guests by surname whenever possible. 尽可能员工应用客人的姓与客人打招呼和问好。 ? No staff other than front or back office staff are permitted behind reception desk. 只有前台员工可以在前台内站着。 ? Should Food & Beverage staff require change from front desk, they are requested to stand at

21

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

the end of the desk near the house phones and await service. 其他部门员工来前台要求帮助时，不应站在前台的正面，如果前台忙碌时应等候。 ? No staff member (other than Managers) are permitted to consume food in the Coffee Shop.

（除了经理）员工不可以在酒店内的餐厅用餐。 ? Staff are not permitted to use the public toilets. 员工不允许使用酒店内的卫生间。 ? When answering a telephone, department and staff member's name must be stated. 当接电话时应主动报出你的部门以及你的名字。 ? Staff members reporting unfit for duty must do so personally by speaking with the Assistant

Manager.

当员工汇报自己不适宜再当班时，应亲自和大堂副理言明。 ? Doctors certificate must be produced for staff requiring more than one day of due to illness

(hand to Department Supervisor).

如果员工因为生病而请病假超过一天的应有医生开具证明。（亲手交给部门经理）

22

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject Page

: Front Office / 前厅部

: FO DOS and DON’TS/前厅不该做得和不该做的 : 1 of 2

Ref. code Issued on

: FO-001 :

1. A smile and a greeting. 一个微笑和一个招呼。

2. Calling him/her by name (recognition).

称呼他/她的名字（认知客人）。 3. To be offered help.

被帮助。

4. To be given the right directions.

被指出正确的方向。

5. To be given the correct information.

被提供准确的信息。

6. To get the value for his money.

得到等值的服务。

7. To be given priority over staff.

得到超于员工的优先权。

8. That his luggage is handled properly.

他的行李被小心搬运。

9. That his room is ready when he checks in.

入住时他的房间已打扫好。

10. That his room is made up when he returns.

他从外面回来时房间已打扫。

11. That he gets the type of room and bed that he requested for.

他得到了他想要的房间和床的类型。

12. That he finds a welcome letter from the GM on his desk upon arrival. 他入住时在房间桌上发现一封总经理写的欢迎信。 13. All bulbs functioning in the room and bathroom.

所有房间内及浴室的灯都良好。

14. That the room key is his key that he asked for.

他取的钥匙就是他房间的钥匙。

15. To see his things in place where he left them in the morning.

看到的他早上放在房间内的东西原封不动。 16. To be treated friendly.

被友善的对待。

17. To see his bathroom clean and towels are fresh.

看到浴室干净、毛巾新换。

18. To see his bed turned down in the evening.

晚上看到床已铺好。

19. To see people / staff well groomed.

看到员工修饰得好。

20. To see public areas clean and tidy.

看到公共区域干净整洁。

21. To see the radio and TV in working condition.

看到收音机和电视机工作良好。

22. To see the TV schedule changed on time.

看到电视机节目单及时更新。 23. To see his mirror clean.

看到房内镜子明亮。

24. That the temperature of the room is right.

房内温度适宜。

25. To see his pyjama folded nicely on the bed.

看到睡衣被叠好放在床上。

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OPERATION MANUAL FRONT OFFICE 前厅部操作手册

26. His message or fax delivered on time.

他的留言或传真被及时送达。

27. His newspaper under the door every morning.

每天早上有报纸从门下塞入。

28. Likes to hear the work” Yes! Sir/madam.”

喜欢听“是的！先生/女士”。 29. Where is the emergency exit.

紧急出口在哪里。 30. “ Thank you sir/madam.”

“谢谢！先生/女士。”

31. His shirts folded nicely when it comes back from the laundry.

他送洗的衬衣被叠好。

32. If a button on his shirt is missing, to be replaced without asking him.

若他衬衣上的扣子不见了，不要问他就被换好。

33. That the white shirt comes back white and the blue shirt comes back blue from the laundry.

送洗的衬衣返回时白的还是白的，兰的仍是兰的。

34. When his socks return from laundry, that they are folded correctly.

他的袜子送洗回被正确地叠好。

35. That his suits return from dry cleaning on hangers.

他的制服干洗后被挂在衣架上。

36. That his compendium is replenished daily with papers and envelops.

他房内的文具夹内每天都被更新信纸和信封。 37. The curtain of his room slides smoothly.

房间窗帘滑动自如。

38. That the mini-bar in his room is replenished daily with sufficient items which are listed, and charged

correctly.

房间内的小冰箱每日按酒水单上的内容补充且收费正确。 39. That the thermos in his room is refilled with hot water daily.

房内热水瓶每日更新开水。

40. That the telephone in his room is functioning well.

房内电话好使。

41. That the carpet in his room is clean and vacuumed when he returns.

他返回房间时地毯清洁并被吸尘。

42. That his personal information on registration card (pre-registration) is accurate. eg. Name, Passport

number and residence address.

入住登记时登记卡上他的个人资料如姓名、证件号码及住址正确。 43. That the pencil on his notepad is sharpened.

房内留言薄内的铅笔已削好。

24

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject Page

: Front Office / 前厅部 : Room Assignment & Room Rate / 房间安排和房价 : 1 of 2

Ref. code Issued on

: FO-002 :

POLICY/规定 A. No guest shall be assigned to a room which is unprepared. Until a suitable room is available,

the guest should be politely asked to wait. The offer of the use of a telephone should be made. The offer of a complimentary drink is recommend but left to the discretion of the Front Office Manager, in whose absence, the Assistant Manager.

不能给客人一个未打扫好的房间。如果房间未打扫好，应礼貌的告诉客人稍等一下。在

此期间给客人一杯饮料，客人打一个必要的电话（如果客人要求）。这个决定权由前厅部经理来决定，如果他不在由大堂副理来决定。

PROCEDURES/程序 1. It is the Receptionist's responsibility to pre-assign rooms for all expected VIPs during the

night shift. The Receptionist should printout all the guest?s registration card with printer machine and make key card ready during the night.

为明天将要到来的贵宾提早分房是夜班接待员的职责。夜半前台员工应把所有第二天

要来的客人登记单以及房卡用打印机打出来。

2. Dirty rooms can be used during tight room situations, although in all situations, there should

be no dirty rooms left overnight.

臧放在住房紧张的情况下也可以使用，但一般情况下脏房是不会隔夜的。 3. Special Requirements are to be paid extra attention to when assigning rooms. 客人在房间分配上有特殊要求时应特别注意。 4. Enter an available room number into each reservation individually next to the guest name

according to the type of room required. Enter the room number into the system one at a time by retrieving the reservation file in the computer system.

根据客人对房间的要求来分房间并且把房号标于客人名字旁边。同时在电脑内检索出客

人的预定把房号输入电脑。

5. After all expected arrivals are allocated a room number, print the Expected Arrival List. This

'Expected Arrival List' will contain all expected arrivals for the day PLUS assigned room numbers which could be subject to changes later, depending on extension of stays, etc. a back-to-back room is blocked. Be cautious on the departure/arrival time of both the outgoing and incoming clients.

当把所有的预定分配完房间以后，打印出来一张“预到达客人名单”一方有什么变化。 6. When blocking, use all vacant status rooms first. If there are no 'Vacant Clean' status rooms,

the Receptionist will check against the Expected Departure List and block rooms with early departure details. Care should be given when blocking back-to-back room so as to allow the housekeeping crew to clean the rooms on time. 分房时应先把所有的空房间分完，如果空房间不够分配适应核对即将离店客人的名单的

结账具体时间，把提早离店的客人房间分配给预定的客人，并且通知客房部客人一离店及时打扫房间。

25

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

8.

Check all information on the registration cards to ensure accuracy, especially the rate plan, departure dates, rates, etc..

检查所有的登记单确保登记单上的信息是准确的。 9. File all pre-printed registration cards and reservation form in floor sequence in the expected

arrival tray.

把所有的客人登记单以及与订单按照楼层顺序归档。

26

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部

: Pre – Registration Procedures /入住登记处理程序

Ref. code Issued on

: FO-002 :

Page : 1 of 2

POLICY 1. ALL REGISTRATION CARDS MUST BE PRINTED during night shift with pre-registered

details and pre-assigned room numbers.

所有的登记单必须由夜班打印出来。 2. GUEST HISTORY must be checked. 检查客人的客史。 3. All information must be as accurate as possible. Any information not available upon

reservation time must be verified with the guest upon arrival.

所有客人的信息尽可能保证正确，如果客人的有些信息暂无法得到，则应在客人到达

时验证。

4. The night staff are to pre-assign rooms for all VIP expected arrivals for the following day

during the night shift.

夜半的员工应提前替贵宾分配房间。 5. All pre-assignment and blocking procedures, VIPs are completed for checking by 0800 hrs

each morning by the Receptionist, submitted to the Assistant Manager.

所有提前分配的房间以及为贵宾分配的房间应在第二天早上8：00交于大堂副理审查。 6. Expected arrivals without assigned rooms are to be assigned at the earliest opportunity. 对于一些未分配房间的预到达客人应尽快分配房间。 7. All new reservations received during the same day are to have their registration cards

COMPUTER PRINTED. The exception to this if the arrival time is too close to the reservation time. In this instance, the registration card has to be typewritten prior to guest's arrival. Outlined above are procedures applicable to pre-registration and room pre-assignment for all reserved guests.

对于当天接到的预定也应把登记单打印出来，如果预定时间和客人到达时间太接近也应

在客人到达之前用打字机打印出来。以上均为有预定的客人到达之前的操作程序。

? The above procedures should be completed by 09:00 hours each morning. 以上程序应在每天早上九点之前完成。 In the event of there being insufficient 'Vacant Clean' status rooms when the assigning is

being done, and it is also not possible to assign expected check-out rooms (due-out rooms), assign as many rooms as possible and PRINT ALL REGISTRATION CARDS, regardless of whether there is a room blocked. This is in case the guest checks-in prior to the possibility of a room being assigned, and another room which has been blocked for a guest arriving later has to be used. In this instance, exception can be made to the rule, and the room number can be written onto the registration card and the guest checked-in as normal. DON'T FORGET TO RE- ASSIGN A NEW ROOM FOR THE GUEST YOU HAVE JUST TAKEN AT THE EARLIEST OPPORTUNITY.

27

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

在由会议的情况下干净空客房间和即将离店的客人的房间无法完全分配给预定的客人则尽可能分配给早些到达的客人。并且打印出客人的登记单。如果客人的房间在客人到达时未分配房间，在把其他未到达的客人的房间拆掉分给到达的客人，并按照登记的一般程序去操作。但千万别忘了给拆掉房间的客人尽可能早些的分配给另外一间房。

Expected arrivals without assigned accommodation are to be assigned their required rooms

at the earliest opportunity, as and when a room is released by the Housekeeper without blocked rooms in order to follow-up.

对于遇到达的客人并没有安排给他所要求的房间类型，一旦客房经理放房出来应尽快

把房间分配上。

- Priority to room assigning should be given to VIPs, / pre-paid/ corporate, others, in that

order. Advice MUST be sought from the immediate supervisor. 优先把房间分配给贵宾、提前支付房费的预定和公司客人。

28

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : Circulation Of Assigned Room Information 房间分配信息的交流和传递

Page : 1 of 3

Issued on

:

Ref. code

: FO-002

A final expected arrivals list with as much pre-blocking as possible is to be circulated according to the reports distribution list configuration.

当预达的客人的房间全分配完时，根据“预达客人的报表”要求传送给应知的部门。

Any changes in blocking has to be verbally informed to the Housekeeping Department. 任何一个房间的改变应口头告诉客房部。

29

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : Guidelines To Watch When Registering A Guest 为客人登记时所需注意的事项

Page : 1 of 2

Issued on

:

Ref. code

: FO-002

Beware of the following/注意以下几点: 1. No reservation, or recently-made reservation 没预定的或者刚做预定的客人。 2. No luggage 没行李的。 3. Light luggage 轻行李的。 4. Shabby luggage 破烂行李的。 5. Person is poorly dressed, sloppily groomed, unshaven, etc.. 穿着破旧的仪容不整洁的。 6. Person is loud, drunk or has alcohol on breadth 说话大声的和满口酒气喝醉酒的人。 7. Person is boisterous, obnoxious or appears to be rushing things 喧闹的人或表现来急着要干某件事情的人。 8. Person has very poor handwriting, or gives a poor address, or gives a hard time about name

and address information.

写字非常糟糕的人或者费了一段时间才给出名字和地址的人。 9. Person uses simple, common names and addresses for self and business, such as John Smith,

101 Main Street, etc..

使用简单或普通的名字和地址的人。 10. Person does not know zip code of city used or uses zip code that does not match with city. 使用自己都不知道的城市邮编而宣称自己从这个城市来的人。 ? The above guidelines will almost always apply to a 'walk-in' or guest with a same-day

reservation.

上面所述针对于散客或当天预定的客人。 ? If there is any doubt a guest or potential guest, contact the Assistant Manager or House

Manager.

如果认为这个客人可疑可及时通报大堂副理或客务经理。 ? Upon check-in, the Hotel requires that each guest establish credit by one of the following

methods :-

登记时住店客人被要求以以下几种方式作为担保。 1） Presenting one of the Hotel's accepted credit cards. 提供酒店所能接受的信用卡。 2） Acquire pre-arranged billing approval through your Credit Department. 获得由财务认可的提前付帐方式。 3） Sending in a cash deposit. 押金担保。

30

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

?

It is not the Hotel's intention to insult or inconvenience anyone. The Hotel only wishes to protect itself from loss. Please ensure that :

并不是点想给客人不方便，而是酒店防止自己的损失。 1） Is a guest establish credit by one of the previously-mentioned methods, cash is collected in

advance. ( See Cash Advance )

无论客人提供以上所述的任何付帐方式，首相现金必须提前收取。 2） If the guest cannot establish credit and has no cash to offer in advance, the guest is not to be

registered. If you encounter resistance, refer him to the Assistant Manager.

如果客人无法提供担保方式，不能让客人登记，如遇到困难，可找大堂副理。

31

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : How To Process A Credit Card

如何刷信用卡

Page : 1 of 5

Issued on

:

Ref. code

: FO-002

1.

Ensure that the card presented is valid by checking the expiration date and credit card valid date. Circle the expiry date on the charge voucher as certification that check has been done.

确保信用卡是没有过期的，通过刷卡及刷出有卡号和有效期的单据。 2. If the card is blacklisted, inform the Asst Manager and credit card company. 如果卡上了黑名单要及时通知大堂副理和信用卡公司。 3. If your imprinter does not print the date, write it down on the charge voucher. 如果有效期无法刷上卡单，可手写上。 4. All cards must be signed by the cardholder upon departure to ensure collection of money. 所有的卡单必须由持卡人签字人可以确保酒店能收到钱。 5. Always give the customer his copy as marked. 给客人一张卡单拷贝。 6. Always compare the signature on the credit card with that on the registration card to

minimise chances of accepting stolen/lost cards.

核对客人的签字是否与信用卡和登记单的签字相符，以防客人是用偷窃或遗失的信用

卡。

\\

32

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject Page

: Front Office / 前厅部 : Credit Procedure And Payment Methods 信用卡程序和付账方法 : 1 of 6

Issued on

:

Ref. code

: FO-002

STANDARD/标准 1. All staff must be fully conversant with the credit procedures and their applications without

deviations.

每一位员工必须熟悉信用卡操作程序。 2. All staff must have full knowledge of the different payment methods and each particular

types' social applications.

每一位员工必须熟悉各种付账方法。 3. All check-in billing problems encountered during check-in are to be handled according to

the procedures set in a diplomatic manner.

在登记中所遇到的各种帐的问题可用老练的方式按照程序来解决。

ACCOUNT SETTLEMENT/客帐解决

Guest may settle their account in the following ways : 客人可通过以下几种方式来结账。

- General billing ( approved credit card )/信用卡 - Cash/现金

- Cheque (ID required)/支票 - Direct Billing/转账

33

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部

: Check in for guest with reservation 有预定的客人登记

Page : 1 of 7

Issued on

:

Ref. code

: FO-002

A.

Upon a check-in, always establish eye contact when a guest approaches your desk. Extend your welcome.

当客人到前台时保持目光的接触，欢迎客人。

B. Retrieve the pre-prepared information (registration card etc.) and ask the guest for

signature.

拿出事先准备好的登记单让客人签字。 C. Verify with the guest on correctness of ARRIVAL AND DEPARTURE DATES, address,

spelling of names on the pre-registration details.

与客人确认登记单上信息是否正确。 E. If there is an additional person who is sharing the same account or room, to take note of this

additional name on a separate note pad for entry into computer. If the additional guest is paying separately or taking another room, request the additional guest to register on a fresh registration card.

如果一个房间入住两个人应要求两人同时登记。 F. If you see that the guest has filled on the payment column as PAYMENT BY CREDIT

CARD, you are to ......

如果你看见客人在登记单上一标出用信用卡付帐你应当： G. \

charge voucher.

用相应的卡单刷取客人的信用卡。 H. RETURN CREDIT CARD - and thank the guest informing him that the charge form will be

updated upon his departure..

还回客人的信用卡，并告知客人我们会在结账时填写信用卡单。 I. Check the next destination of the guest and enquire if he requires an accommodation in a

sister property if available.

与客人确认下一站的目的地，为客人提供下一站的姊妹酒店的住宿如果可能。 J. Let the guest know of the CHECK-OUT TIME and enquire if there is a need for a late

check-out extension. Note on registration card and enter departure time into computer later.

34

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

让客人知道结账的时间，看客人是否需要晚结账。然后输入电脑。

K. Listen to the guest if he has any questions and answer them intelligently and accurately and

if there is no question asked, check with the guest if there are any questions he may have.

听取客人是否有问题，并且有技巧性的回答客人。如果客人没问，应与客人查询是否

有问题。

L. Assure the guest that you want to ensure that his/ her stay is as comfortable as possible. 确保客人住宿是否舒适。 M. Signal for the Porter to do the rooming. Introduce the Porter to the guest by name and

vice-versa.

指示行李员送客人到房间，并且介绍行李员与客人认识。 N. Check the guest into the system and update all details. If you are not able to do this due to

heavy check-ins, check-in the guest into the system first as is important as this will activate the International dialling facilities in the room phone.

把客人的信息输入电脑，如果特别忙应先把客人登记到电脑中，启动电话自动升线系

统，忙完后再修改客人的信息。

35

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部

: Check in Without Reservation/散客入住

Ref. code Issued on

: FO-002 :

Page : 1 of 8

There will be occasions when guests will want to stay with you but have not made any prior reservations. These arrivals are the most profitable to the hotel as in most cases, the guest will be paying at a higher rate. These are considered high-yield business and should be given very special attention.

还有种情况客人想入住酒店但没有做预定。这种客人对于酒店来讲是另外一种相当大的生意来源，这种客人支付相当高的房价为酒店创造高收益的生意，对于他们我们应格外注意。

THESE ARE WINDFALL BUSINESS SO TRY NOT TO LOSE THEM WHEN THE OPPORTUNITY ARISES!

当它们出现使我们应该极力留住他们，他们对于我们来讲是”一笔横财”

POLICY/规定 A. Walk-in guests without reservations must be advised of and offered a choice of all available

and unreserved rooms at published / rack room rates. All employees and especially those manning the Front Desk, should be thoroughly familiar with the features and amenities of the hotel as well as the various types of room accommodations, and trained how to merchandise them to the guests.

对于散客前台应提供多种地选择给客人，所有的员工特别是管理前台的人更应熟悉酒

店的设施设备，如何把酒店作为商品销售给客人。

B. If no unreserved rooms are available, walk-in guest(s) MUST be offered alternate

accommodations at another comparable hotel. To retain the guest's goodwill and loyalty, the Front Office must contact a minimum of three hotels in an attempt to find alternate lodging but every effort must be made to secure accommodation for the guest at our hospitality hotel.

如果无法给客人提供房间，应给客人提供与本酒店可相比的其他酒店，保留客人的忠

诚感。前台应提客人至少寻找三家酒店来让客人自己选择住宿的地方。

PROCEDURES/程序 A. Guest is met at the Main Entrance by the Concierge and Porter will escort him to the

Reception Desk.

客人在进门时应由行李员领到前台。 B. Welcome. 欢迎 C. Once it is determined that the guest is a walk-in, get a fresh registration card. 确认客人是散客，给客人一张登记单。 D. If you have used up your superior rooms, RUN A SEARCH IN COMPUTER FOR

'VACANT CLEAN' STATUS ROOM and in the meantime, to.....

36

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

如果你的高级房间售完了，应在电脑寻找干净的标准间，同时你应该： E CHECK WITH THE GUEST ON THE KIND OF ACCOMMODATION REQUIRED

....explaining the various room types available, price, etc...USE BROCHURES AND TARIFFS AS SELLING AID.

与客人确认他需要何种房间，并且解释酒店各种房间类型，可以用酒店宣传册作为销

售工具。

Once the guest has decided on the accommodation required, check with the guest the

preferred bed type if this has not been decided earlier by the guest and only if you have the choice available. Use your opportunity to upsell. If asked, recommend the more expensive room first.

一旦客人确认了房间类型，在与客人确认是否决定要你一开始所提供的房间类型，尽量

买高级的房间。如果客人有兴趣，可以介绍更贵的房间。

F. REQUEST GUEST TO REGISTER 要求客人登记。 G REFER TO COMPUTER (or your availability chart) FOR AVAILABLE ROOM, i.e. assign

Vacant Clean STATUS ROOMS ONLY. Get the room key ready.

看一下电脑找寻干净的房间，做好钥匙。 H. Check the availability dates of the assigned room. 看一下选择的房间是否日期允许。 I. Ensure that you obtain ARRIVAL AND DEPARTURE DATES, ADDRESS, SPELLING OF

NAME, etc... Assist the guest to fill in :

填写客人的抵店和离店日期等等，帮助客人完成登记。 - Country of Residence/国际 - Method of Payment/付帐方式 - SIGNATURE/签名 J. If there is an additional person who is sharing the same account or room, take note as this

additional name on a separate note pad for entry into computer. If the additional guest is paying separately on taking another room, request additional guest to register on a fresh registration card.

如果是两个人同时住一件房应要求两人一起登记。 K. CHECK the method of payment 看一下客人的结账方式。 L. If you see the guest has indicated on the payment column as PAYMENT BY CREDIT

CARD, you are to ...

如果你看见客人在登记单上一标出用信用卡付帐你应当…… M. Ask the guest for his credit card for an imprint. 用信用卡单刷取客人的信用卡。 N. RETURNS CREDIT CARD 返还客人的信用卡 O. Check with the guest casually on his next destination and enquire if he requires

accommodation at a sister hotel, if there is one available. Refer to ?Onward Reservations? procedures.

与客人确认下一站的目的地，为客人提供下一站的姊妹酒店的住宿如果可能

37

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

P.

Inform the guest(s) on the CHECK-OUT TIME and enquire if there is going to be need of a late check-out extension.

让客人知道结账的时间，看客人是否需要晚结账 Q. Listen to guest if he has any questions. 听取客人是否有问题 R. Signal to the Porter, make introductions and hand to the Porter the room Key 指示行李员送客人到房间，并且介绍行李员与客人认识 S. Wish the Guest a pleasant stay. 祝客人住得愉快。 T. Check the guest into the system and enter all the details if you are able to do so. In the event

if this is not possible due to heavy check-ins, you are required to check-in the guest into the system first as is important as this will activate the International dial facilities in the room phone.

把客人的信息输入电脑，如果特别忙应先把客人登记到电脑中，启动电话自动升线系

统，忙完后再修改客人的信息。

FOLLOWING UP IS ONE OF THE KEYS TO A SUCCESSFUL RECEPTION 跟踪完成是成功接待的重要环节

REMEMBER /记住: - Registration Card Must Be Signed By The Guest 登记单必须有客人签字 - Mode Of Payment Must Be Indicated And Credit Procedures Followed 付帐方式必须按照信用程序来执行 - Passport Number Or Id Number Must Be Indicated 护照号码和身份证号码必须填全 - Country Of Residence 国际 - If Payment Is Through Credit Card, Authorisation Approval Code Must Be Obtained From

The Respective Credit Card Establishment

如果用信用卡来支付，必须从信用卡公司拿到授权。 - Compare Registration Card With Signature On The Credit Card 登记单上的签字和信用卡上的签字必须对照

38

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部

: Check In Procedure – VIP/贵宾登记程序

Ref. code Issued on

: FO-002 :

Page : 1 of 9

All of our guests are treated with the utmost care. However, there are some guests who are 'extra special', they could be the co-ordinator for an important convention, or an executive important to the company. We categories these guests as VIPs so that extra care and attention is given by everyone to ensure that potential business is not lost.

所有的客人我们都会用最大的关心来对待，可还有一些客人是非常特殊的。他们可能使一些重大会议的组织人也可能是一些大公司的行政高级人员。我们把这些客人按贵宾等级划分，从而给与他们额外的关心和注意，以确保一些潜在的生意不会流失。

A normal Room Reservation Form (RRF) is to be used for preparing a VIP reservation. The person making this reservation has responsibility to informe the Front Office Manager.

一般的预定但也可用于贵宾的预定。做预定的人有责任要及时通知到前厅部经理。

CHECK IN OF VIPs/贵宾的入住

On occasions, there should appear on the arrivals list notations that a particular guest is a 'VIP' 在“预到达客人”的单子上应体现出来某个客人是贵宾。

All VIP guests are to be escorted to the room and strictly room registration. Take note of the following waivers upon instructions : -

所有的贵宾应有员工陪同上房间并在房间登记。

CREDIT/信用

Instruction may be given for instances where there is no condition for the verification of charges cards GUESTS ARE NOT REQUIRED TO HAVE THEIR CREDIT CARD IMPRINTED. 针对于此种情况，客人可以不用刷取信用卡。

DEPOSIT/押金

In walk-in situations, and if the guest indicates as cash on the mode of payment, and where there is 'light luggage', the deposit condition may be waived upon instructions.

如果贵宾是以散客的形式入住，而他要用现金形式结账，我们也可考虑结账时让客人付讫。

SIGNATURE/签字

Waived on Management's instruction/是否需要取决于管理层的指示.

ROOM ASSIGNING/房间分配

Depending on instructions on the reservation, a VIP may be 'upgraded' but must be always pre-assigned a room.

根据预定单上的要求来分配，作为贵宾也可能会房间升级，但无论如何应提前分配房间。

39

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

ROOMING/陪同至房间 All VIP guests will be escorted to their rooms by the Assistant Manager. Therefore, whenever a VIP guest checks in, the Receptionist is to notify the Assistant Manager immediately.

所有的贵宾应由大堂副理陪同至房间，因此无论贵宾何时登记前台人员都应立刻通知大堂副理。

VIPS MUST ALWAYS BE GIVEN SPECIAL ATTENTION BY ALL CONCERNED 无论何时何地贵宾应给与特别的注意。

40

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部

: Check In Procedure – Repeat Guest/ 回头客人的登记程序

Page : 1 of 10

Issued on

:

Ref. code

: FO-002

UPON RESERVATIONS /预订:

Reservations would, by creating reservations via guest history, be able to determine if the guest is a repeat right away.

可通过客人的客史来做预订，如果确认客人以前来过。 A repeat guest would be accorded different privileges viz : - 所有的回头客都有特殊的待遇。 - Pre-registered details on the registration card - 客人所有的信息打印在登记单上 - Signature on file, therefore, no check-in- Requirements of last stay noted and actioned 因此客人不需履行第一来时所办理的手续。

PRE-ARRIVAL WORK/来之前的工作

The Front Office Manager will screen through with reservations all expected repeat guests arriving for the day and prepare

前厅部经理可通过电脑把所有的回头客浏览一遍。 - registration card with details obtained from the cardex; printed or typed on 登记单上打印出客人和详细资料 - room key 房间钥匙

UPON CHECK-IN/登记

CRITERIA for repeat guest check-in treatment is based on : - 回头客的标准的登记程序 - The signature must certify that charges incurred during stays at the Hotel are chargeable to

his/her credit card.

客人必须在帐单上签字以保证酒店能从客人信用卡上收到钱。 - Registration card must be signed and returned as verification of the activation of a stay. (No

pre-check in imprint is necessary for repeat arrivals)

客人签过字的登记单必须归档以证明客人在酒店入住过。 - The guest must sign his charge form upon checking out. 客人结账时必须对自己消费的金额签字认可。

41

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部

: Group Check In Procedure/团队入住

Ref. code Issued on

: FO-002 :

Page : 1 of 11

1. Asst Manager or Concierge to meet and welcome group on arrival at the Hotel lobby. 大堂副理以及行李部应在大堂迎接团队。 2. Asst Manager or the Concierge will introduce themselves and brief the group on the

facilities available in the Hotel and the operating hours of these outlets.

大堂副理影响客人介绍酒店的餐厅设施以及营业时间。 3. Asst Manager or the Concierge will issue the envelopes marked with the respective group

members name and acquaint them with all the printed matters enclosed, i.e. registration cards, vouchers, etc..

大堂副理应把团队的餐卷以及钥匙卡交与团队，让团队把房间分配给团圆。 4. Asst Manager or the Concierge will obtain the wake- up call time, breakfast time (if any) ,

baggage collection time and leaving Hotel time.

大堂副理应了解团队的离店时间、叫早时间以及下行李时间。 5. Asst Manager (or the Concierge) with the final rooming list will liaise with the Concierge /

(Receptionist) for the immediate despatch of luggage.

行李部持有最后的分房名单以最快的速度把行李送至房间。 6. Asst Manager (or the Concierge) to distribute final group master of the following :- 行李部把团队的计划分给以下的部门。 - Front Desk/前台 - Reservation/预定 - Bell Counter/行李部 - Telephone Department/总机房 - Sales Department/销售部 - Food & Beverage/餐饮部 - Executive Chef/行政厨师 - Housekeeping/客房部

42

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : Turn Away Policy/转客政策

Ref. code Issued on

: FO-002 :

Page : 1 of 12

If a guest with a guaranteed reservation - or with a confirmed reservation arrives before 1800 Hours to find his room being unavailable (i.e. Hotel overbooked without any chance of securing accommodation), the Hotel must, without exception, provide the following considerations to the guest who is turned away :

如果客人的预定是担保过的或者他的预定是确认过的而且在晚上1800前到达酒店，酒店必须

给客人

提供房间。如果客人来时没有房间提供给客人，酒店必须转客至其他酒店时必须为客人提供以

下条件：

A. The Hotel must provide equal or better accommodations at an alternate comparable property

and must pay the room and taxi cost of the first night's lodging.

九点必须为客人支付相同等级或更好的其他酒店的房间第一夜住宿费以及到另外酒店

的车费。

B. The Hotel must also provide and pay for transportation to the alternate Resort and back to

the Resort the following day, if requested by the guest.

如果客人要求酒店应支付第二天客人回程的车费。 C. The guest must be provided one three-minute call from the Hotel to inform his office or

home of his alternate accommodation.

酒店提供给客人一个三分钟的电话趋同之大的家人以及公司关于客人入住了其他九点。 D. All guest's incoming calls and callers must be referred to the alternate Resort. 所有的客人来电必须转达至客人现居住的酒店。

43

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : No Show/未到店客人

Ref. code Issued on

: FO-002 :

Page : 1 of 13

No-show is the one disappointment in the Hotel. The effort put into placing a room for a reserved guest is all gone to waste when he/she does not show up !

为到达的客人对于酒店来讲是一件非常失望的事情。他/她的未到达使我们所作的任何工作都作废了。

Registration cards for no-show guests are to be returned to the Reservations Department by the third shift Receptionist for follow-up by the Reservationist. It could be possible that the guest may turn up the next day.

未到达客人的登记单和预订单由夜班转至预定部，有可能客人会在第二天到达。

No-shows are recorded for statistical purposes and no reservation is to be delete prior to the day closing if you feel that the guest is not going to turn up. No-shows are be treated differently from Same Day Cancellations.

未到达客人的预定应在这一天结束时作取消，作为统计数据归档。未到达的客人预订和取消的预定是完全不同的处理方法。

When a guest holds a guaranteed reservation for a Hotel but never arrives, a guaranteed no-show occurs. The Hotel will subsequently either bill or not bill the individual or company for the guaranteed booking which 'no-showed'.

当有担保的客人每到酒店登记时，酒店会根据客人的担保形式来收钱。

The Reservation Officer is to call the necessary agent or company to determine the cause of no-show and record the reason on the Room Reservation Form (RRF). This information is then passed on to the sales Manager for follow up.

预定部的员工会打电话给客人的公司并且注明客人未来的原因，这些未来的客人信息会 转至销售部。

44

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : Guest history/客史档案

Ref. code Issued on

: FO-002 :

Page : 1 of 14

Developing a guest history program is essential in the maintenance of guest data. To ensure the success of this program, the program must be constantly updated from time when the first guest checks in the hotel.

保存客人的数据是发展客人历史系统的最基本点。当客人第一次到达酒店后就要坚持不断的更新客人的信息。

The primary responsibility for the maintenance of the guest history program is the Reservation Officer closely assisted by :

客史的建立除了预定部的员工也需要一下部门的帮助。 - Receptionist/前台接待 - Reservation Department/预定部 - Food & Beverage Department/餐饮部 - Marketing & Sales Department/销售部

The objective of this program is to interface the various requirements of guests to match with the subsequent service that is accorded when the guest returns, in order that the guest will enjoy recognition for returning to your hotel. Repeat business is important to the hotel, as loyalty from the customer will ultimately generate further business.

之所以建立客史是保证客人以后来时和上次的服务保持一致，为了使客人再次回到酒店时能被认知。回头客对于酒店来讲是相当重要的。

To stimulate the generation of this program, guests are encouraged to complete an invitation to participation would include a full list of personal data completed and upon the arrival of the guest, the following procedure is applicable :-

当回头客再次光临酒店时，以下程序时适用的。 - Greet guest at main entrance. 大门口迎接客人 - Once guest name is determined, the registration card already filled in plus materials

necessary to enrich the guest experience.

确认客人的名字后，登记单就已今填好了客人所有的信息。 - Key handed to Porter to room guest 心理与领着客人到房间。

As supplied by the guest, the information would be useful for : 客人所提供的信息都是对以下方面有用的。 - Signature on file/客人签字

- Mailing programs / Guest relations/客户关系 - Repeat guest check-in programs/回头客登记程序 - Repeat guest check-out programs/回头客结账程序 - Birthday list/生日表 - Sales solicitation/销售

Repeat guests data filled by the guests themselves. This would supplement the data stored in the computer.客人的数据由客人自己提供，我们可以存储在电脑中。.

45

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部

: Complimentary, Day Use And Family Room Procedure

免费房白天用房和家庭用房程序

Page : 1 of 15

Issued on

:

Ref. code

: FO-002

COMPLIMENTARY ROOMS/免费房 Only one person is allowed to authorise complimentary rooms : - 只有一个人可以有权批免费房 GENERAL MANAGER/总经理 * EXECUTIVE ASSISTANT MANAGER (in the absence of the General Manager ) 总经理不在是由行政副总经理来审批。

All requests for complimentary must be supported with the relevant authorisation forms, which is raised by the requesting executive with the authorisation of the General Manager. 所有的免费房间必须与总经理所签发的单子。

DAY USE ROOMS/白天用房 Day use rooms are those rooms that are being used for a six hour period with check-in between 10:00 hours to 18:00 hours. The rate charged are normally half published room rate.

白天用房通常是指从早上10:00到晚上18:00点期间的住房。房费通常是酒店全价的一半。

Extension of stays with check-out after 18:00 hours are to be charged the day use rate, regardless of whether the original room night is on a discounted basis or otherwise. Normally, late check-out till after 18:00 hours are on the guest's personal account, unless the booking is by a travel agent who has a special arrangement with the hotel or late check-out at an agreed price.

晚上18:00以后结账的房间通常收取半天用房的费用，一般来讲客人会自己支付这笔房费，除了客人的预定是由旅行社或和酒店签的有特殊协议的客人。

Guests requesting for an extension day use on an F.O.C. (free-of-charge) basis will have to refer to the Front Desk, whereupon the Receptionist will check the occupancy, obtain authorisation from the Assistant Manager before confirming the request.

如果客人要求晚结账而不收钱前台人员要查询当天的住房率，然后请示大堂副理后再给客人答复。

The hotel is not obliged to give F.O.C. day use to guests UNLESS there is a standing arrangement with the booking agent.

一般来讲酒店不会对客人晚结账免费，除了和酒店签署的有协议。

46

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

FAMILY ROOMS/家庭房间

Reservations must indicate family room requests and pre-blocked the accommodation in connecting rooms.

对于家庭订房预定部应在预订单表示出来，并且提前把连通房分配给他们。

The Receptionist is to pay special attention to these reservations and to ensure that the appropriate accommodation is well prepared liaising with Housekeeping, viz. cots, extra beds, etc... 前台应对此预定特别注意，并且通知客房放多套客房用具比如牙刷、加床等等

Upon checking-out, the Receptionist must be careful that there are two rooms accounts. Folios should indicate thus upon creation.

结账时前台应注意他们所居住的房间数量，不要漏结。

47

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : Paid Out/现金支出

Ref. code Issued on

: FO-002 :

Page : 1 of 16

Paid outs are for the following purposes only : 现金支出适用于以下几种目的 - Cash advances made by the registered guests for payment of medical expenses, taxi fares

and other miscellaneous transactions are limited to 20% of the rate of room per day.

对于客人的打的费和药费的支出，支出比率为每天房费的20% - Refund of credit balances to guests who paid deposits upon check-in. 客人押金的多余找回。

Never refund in cash any other credit balances if there is no cash payment in the first place. All deposits by cheque, bank drafts, etc...are refunded through the account department.

现金的支出只适用于客人交付的是现金，其他形式的担保比如支票等等只能通过财务 部。 - Cash paid-outs can be given to guests who wants a cash advance in conjunction with an

approved credit card. Refer to the House Manager or the Asst Manager. To do so, do one paid-out voucher for the paid amount, and a miscellaneous voucher for a 4% surcharge on paid out through the use of the credit card.

现金的支出也可以是客人要从信用卡中提取现金，但必须由大堂副理或者房务经理来决

定，而且收取客人4%的佣金。

All paid out vouchers must have :

所有的现金支出单据必须有以下几项： - amount/金额 - name and room number of guest/客人房号和名字 - remarks/备注 - approved by (Asst Manager)/批准人 - guest's signature/客人签字 - Receptionist's signature/前台人员签字 - date/日期

48

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : Late Check Out/推迟结账

Ref. code Issued on

: FO-003 :

Page : 1 of 1

Frequently, guests do not find it convenient to leave until later in the day and will request a later check-out hours. The Hotel should do its best to accommodate all reasonable requests up until 14:00 hours.

通常来讲有些客人因为某种原因晚结账，酒店视情况可以让客人推迟结帐至14:00小时。

Supervisor should be always be consulted regarding all requests. Unusual requests for late check-outs usually result in charging the guest a day-rate for the use of the room. However, a supervisor should always be consulted before additional tariffs are applied since guest may have had permission for a late check-out.

通常由主管来答复客人，对于客人要求推迟结账更晚些，应收取客人半天的费用。

Whenever a late check-out is granted, a notation should be keyed into the computer as well as on the registration card and the initials of the person authorising it should be included. Housekeeping should also be notified so they can make the proper arrangements in cleaning the room.

一旦客人的晚结账要求被批准，首先应标在电脑中或者登记单上，并且通知客房部，以方便客房部来安排自己部门的工作。

49

OPERATION MANUAL FRONT OFFICE 前厅部操作手册

Department Subject

: Front Office / 前厅部 : Billing Problem/账单问题

Ref. code Issued on

: FO-003 :

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On occasions, a guest may claim that someone else will be paying for his bills throughout the duration of his stay, either for all charges or for certain charges. NEVER promise anything. 另外一种情况有些客人声称他所有的账或某部分的账由别人来支付，千万别许诺什么。

If there are no instructions on the reservation, especially when the guest is a 'walk-in', LET THE GUEST KNOW THAT YOU WILL CHECK THE RESERVATION AGAIN AND REVERT TO HIM. Refer the matter to the reservations department.

如果客人的预订单上什么也没有标明关于他账的支付一事，特别是散客，就告诉客人关于此时我们会和预订部查询并回复给他。

The House / Frotn Office Manager should call the guest in this instance. If there has been an omission during the reservations process, then revert to the guest and tell him that you have checked and apologise for the error, and let the guest know what charges can be debited to the certain account. NEVER ANTAGONISE THE GUEST AND NEVER GIVE THE IMPRESSION TO THE GUEST THAT YOU DO NOT BELIEVE HIM ! (Refer to policy on \CREDIT GRANTING UPON GUEST REGISTRATION \

对于此事前厅部经理应致电给客人，如果确实是在预定时出现了差错，就告诉客人我们已经查过了，并且给客人道歉。告诉客人他的那些账目由别人支付。千万别与客人产生敌对情绪，或者让客人觉察到你不信任他。

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