前厅部筹建指导手册.doc

FRONT OFFICE PRE-OPENING MANUAL MARRIOTT HOTEL GROUP International Operations Pre-opening Manual Front Office GENERAL INFORMATION Back Office Organization and Set-Up (Page: ) Concierge and Related Information (Page: ) * Concierge Lounge – Sample Schedule and Procedures Page: * Concierge Lounge Checklist – AM Shift Page: * Concierge Lounge Checklist – PM Shift Page: * Basic Guidelines for the Concierge Lounge Page: * Daily Concierge Lounge Consumption Summary Page: * Paid Out Procedures Page: * How to Handle Incoming Packages Page: * How to Handle Outgoing Packages Page: Guest Relations Information (Page: ) * Guest Relations Checklist – AM Shift Page: * Guest Relations Checklist – PM Shift Page: * Guest Relations – Sample Procedures Page: Guest Services Center and Business Center and Business Center (Page: ) * Guest Services Center Checklist – AM Shift Page: * Guest Services Center Checklist – PM Shift Page: * Guest Services Center Checklist – Night Shift Page: * Sample LSOPs Page: * H-Status Accounts and All Banquet Accounts Page: * Cash Handling in Guest Service Center Page: * Charges for Faxes Page: * Charges for Copying Page: Bellstand (Page: ) * AM Checklist Page: * PM Checklist Page: * Night Shift Checklist Page: Audit Responsibility for Controllers (Page: ) Audit Checklist (Page: ) FORMS REFERENCE MATERIAL Accounting (Page: ) Systems (Page: ) Front Office Functions (Page: ) Night Audit Functions (Page: ) PRE-OPENING CHECKLIST Pre-Opening Tasks Checklist (Page: ) Contracts, Licenses and Permits (Page: ) JOB DESCRIPTIONS Front Desk (Page: