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1、 STANDARD OPERATION PROCEDURES 標準工作程序標準工作程序 RECEPTIONIST 前臺接待前臺接待 FRONT DESK STANDARD OPERATION PROCEDURE Task No. Description FD01 Awaiting room handling 等候房間 FD02 Billing instruction handling 賬目說明 FD03 Blocking rooms for arrivals 房間預留 FD04 Bucket check 檢查登記卡 FD05 Cash deposit collection 收取現金押金 FD02、6 Check-in with TA voucher 持旅行社入住卷入住程序 FD07 Extension stay 處理延住 FD08 Flight reconfirmation 重復確認機票 FD09 Generating report 總報告 FD10 Greeting and welcoming guests 問候并歡迎客人 FD11 Group check in 團隊登記 FD12 Guest location 客人方位 FD13 Handling confidential / screen call request 處理客人保密和篩選電話要求 FD14 Handling expec3、ted check out 處理預計離店客人 FD15 Handling guest enquiries and introducing facilities 處理客人查詢并介紹店內設施 FD16 Handling in-house amenities 處理客人歡迎品 FD17 Handling late check-out request 處理延遲退房的要求 FD18 Handling message 處理留言 FD19 Handling of complaints 處理投訴 FD20 Handling of guest compliments 處理客人致意 FD21 Handling wake-up calls requests 處理叫醒電話的要求 FD22 Key authorization 鑰匙的授權 FD23 Lost But allow sufficient time for