国际酒店前厅礼宾部行李服务International Hotel Front office Bell SFO028-团体入住手续Group Check-in Procedures.doc

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1、国际酒店前厅礼宾部行李服务International Hotel Front office Bell Service SOP-礼宾部Bell Service国际酒店礼宾部标准程序手册International Hotel Concierge Standard Manual国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确

2、保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。STANDARD OPERATION PROCEDURE 标准操作程序Policy No.文件编号: FO028 Department: Front OfficeSection: Bell Service Prepared by 编制人:Signature 签名: Issued by 签发人:Signature:GM approval总经理批准:Signature:Effective Date 生效日期: Supersedes 替代:Distribution 分

3、发: SOPGroup Check-in Procedures团体登记手续PurposeGroup luggage need to delivered to guest room efficiently right after they checked into hotel 团队行李需要在入住酒店后立即送到对应客房PROCEDURE1. Clarity the arrival groups name and number of luggage with Travel Agent Porter before unloading the luggage.2. Count number of the

4、 pieces of luggage and check and check luggage condition. Place in the assigned area and cover with net. If any luggage had been found damaged, note down on the Group Luggage Record with Travel Agent Porters signature.3. Note down the number of the pieces of luggage on the Group Luggage Record Sheet

5、 with Travel Agent signature.4. Tie luggage tag on each bag.5. Obtain updated Group Rooming List from Guest Service Officer upon group arrival. The bellboy mark the room number on the luggage tag and sort out by floor6. Use Guest Elevator to deliver luggage. Keep away from damage of life and wallpap

6、er.7. Deliver luggage to guestroom according to FIT Check-in procedures.8. Record number of luggage has been delivered to each guestroom in the group check in record.9. Hand the record to concierge or assistant concierge, then concierge will fill in the Group Luggage Record Form. 10. Keep the Group luggage Record into the In-house group file.-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP酒店管理之家