1、國際酒店前廳部操作手冊酒店管理之家前廳部Front Office前臺服務(wù)程序LOCAL STANDARD OPERATING PROCEDURES國際酒店管理資料手冊International Hotel Management Information Manual前臺是展示酒店的形象、服務(wù)的起點(diǎn)。對于賓客來說，酒店大堂前臺是接觸我們酒店的第一步，是對酒店的第一印象，是非常重要的。 制定前廳部標(biāo)準(zhǔn)運(yùn)作程序手冊的目的制訂本手冊是為了說明酒店管理前廳部標(biāo)準(zhǔn)運(yùn)作的政策和程序，確保前廳部運(yùn)營及管理工作的一貫性。向前廳部工作人員提供日常工作及培訓(xùn)的指導(dǎo)。使前廳部員工了解前廳的作用，了解前廳運(yùn)作及管理的政策

2、和程序。LOCAL STANDARD OPERATING PROCEDURES本地標(biāo)準(zhǔn)操作程序LSOP No.:RM FO GS-19-04Effective Date:22/10/2013Division:Front Office前廳部Revised Date:22/10/2013Section:ReceptionPrepared by : Lynn LiuApproved by 批準(zhǔn)人:SUBJECT:Late Check out 延遲退房_OBJECTIVE目的：The hotels check-out time is 12:00 noon, which can be extended

3、to 13:00pm without charge, subjected to availability. Check-out time for Marriott Rewards Member refer to Marriott Rewards Guidelines酒店客人正常結(jié)賬時間是中午12:00點(diǎn)，根據(jù)酒店入住率不收費(fèi)最晚可延遲到14:00點(diǎn)POLICY政策：Guest late check out request should handle flexible, it is subjected to room availability.客人延遲退房需求應(yīng)靈活處理, 但需根據(jù)酒店住房率情況

4、而定。PROCEDURES 程序： When a guest checks out after the hotels check out time, follow the regular procedure for checking out a guest, but check to see if any late charges should be added to the guests account.如果客人超過正常結(jié)賬時間退房，按照正常結(jié)賬程序進(jìn)行，但要核對延遲退房是否收費(fèi)。All late check out information should pass to housekeepi

5、ng before 14:00, GSO need to input comment in opera comments.所以延遲退房信息需與每日下午14:00前通知客房部，前臺主管需在酒店系統(tǒng)中注明客人延遲退房信息。Guest who has requested late check out, a reminder of renew guest room key should pass to guest for their acknowledge.對于有延遲退房需求的客人，前臺應(yīng)告知客人需更新鑰匙信息。The GSM who authorizes the late check out wil

6、l note in the guest folio whether the late check out is chargeable or complimentary. Although hotel revenue must always be maximized, discretion and flexibility must be used, depending on availability, guest, company, VIP, etc.如果賓客服務(wù)經(jīng)理同意客人延遲退房，需要在電腦備注中注明是否收取延遲退房的費(fèi)用。雖然酒店的收入要不斷的增加，但可根據(jù)當(dāng)天的可賣房情況，客人的種類，公

7、司及是否是貴賓客人可靈活處理。Guidelines for late checkout are as follows延遲退房標(biāo)準(zhǔn)如下：Reception ambassador can offer free late check out until 14：00 前臺大使可為客人免費(fèi)延遲退房到下午2點(diǎn)；GSO can offer free late check out until 15:00前臺主管可為客人免費(fèi)延遲退房到下午3點(diǎn)GSM can offer Free late check out until 16：00 賓客服務(wù)經(jīng)理可為客人免費(fèi)延遲退房到下午4點(diǎn)；FOM&AFOM can offer

8、 free late check out until 18：00 前廳經(jīng)理和助理前廳經(jīng)理可為客人免費(fèi)延遲退房到下午6點(diǎn) Late Check out Charge:延遲退房費(fèi)用：Ambassador collect late checkout charge RMB200 from guest, post the charge to guests bill with the code part day #16200, print out the billing and hand over to Key driver.大使通過提供客人延遲退房至下午18：00收取的RMB200費(fèi)用，用Part da

9、y#16200的code 入賬，客人結(jié)賬后打印賬單，下班前提交給GSM。 Key driver adjust the part day incentive to TSA report after receive the part day bill from Reception.賓客服務(wù)經(jīng)理收到大使遞交的半天放費(fèi)收入的賬單后，將該筆獎勵輸入到TSA報表中，和upsell 一起計算。Ambassador collect late checkout charge RMB200 from guest, can also get 10% incentive. 大使通過提供客人延遲退房至下午18：00收取

10、RMB200的費(fèi)用，可獲取10%獎勵。According to the Rate of T/A(guest booking from T/A and settle room rate in reception)According to the T/A rate, guest settle the payment with T/A, it would need guest to contact with T/A After 18:00 Charge guest by full of BAR room charge 但若客人需18:00以后退房，前臺將按當(dāng)天可賣房價全額收取。Notify the GSM on every late check-out request without charge. 賓客服務(wù)經(jīng)理要在未被收費(fèi)的房間注明原因。General Manager總經(jīng)理/ Director of Rooms辦公室 / Director Of Marking / Director Of Revenue Management/ Front Office前廳部 Manager /Guest Service Manager can approve lat