《SOP-Front Office - RS 》.doc

此文档收集于网络，如有侵权，请联系网站删除STANDARD OPERATING PROCEDURES标准操作程序POLICY NO. SUBJECT编号 标题FO-RS-001 Reservation Office Hours预定部作息时间FO-RS-002 Reservation Form 预定表格FO-RS-003 Making New Reservation新预定FO-RS-004 Amendment Reservation预定的修改FO-RS-005 Reservation Cancellation预定的取消FO-RS-006 Confirmation Letter/Slip确认信/纸条FO-RS-007 Reservation Form Filing 预定表格的填写FO-RS-008 Arrival Report到达报告FO-RS-009 No Show预定但未抵达FO-RS-010 Reservation Procedure With Credit Arrangement信用预定程序FO-RS-011 Reservation Procedure Without Pre-approved Credit Arrangement无事先确认信用的预定FO-RS-012 Guarantee Reservation担保预定FO-RS-013 Guarantee Reservation Policy担保预定政策FO-RS-014 House Use Room And Complimentary Room客用房或免费房 STANDARD OPERATING PROCEDURESSubject: Reservation Office Hours 预定部作息时间Effective Date: Jan. 2009Policy No: FO-RS-001 Issued by: FOMPage: 1 of 1Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective目标The objective of setting this procedure is to maximize the productivity of reservation agent and minimize the manning as well.设置该程序的目的是发挥预定部员工的最大效率以及最大限度降低人力投入。Policy Statement政策阐述It is the policy of Howard Johnson ( Hotel Name ) to keep the same working hours of majority companies to deliver them the best services and productivity maximization该政策是豪生（ ）酒店与其他大部分公司的作息时间保持一致，最大限度的提供服务和生产力。Procedures程序Monday to Friday 08:00am to 08:00pm星期一星期五 早上8点到晚上8点Saturday, Sunday and public holiday08:30am to 05:30pm星期六、星期天和公共假期 早上8点半到下午五点半1. After office hours, reservation lines should be automatically forwarded to Front Desk for handling.在工作时间以外的预定工作应该自动交给前台处理。2. Operator should transfer all incoming reservation calls to front office handling after office hours.在工作时间以外接线员应该把预定电话转接到前台。3. Front Office agent should gather all necessary information to complete the reservation.前台办公室员工应该为完成预定而收集所有必要的信息。4. All new, amendment and cancellation reservations should be passed onto reservation for recording purpose.所有新的、修改的、取消的预定都应该交到预定部以便记录。5. AM should check all incoming faxes regularly and handle each reservation request instantly and pass back to the reservation department for recording purpose.经理主力应该检查所有接到的常规传真并立刻处理每一个预定要求同时反馈给预定部以便记录。6. Front office agent should give instant confirmation letter to guest if required.如果必要，前台员工应该立刻给客人一个确认信。STANDARD OPERATING PROCEDURESSubject: Reservation Form 预定表格Effective Date: Jan. 2009Policy No: FO-RS-002 Issued by: FOMPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目标The objective of setting this procedure is to provide a standard form covering all information that should be asked for taking a reservation.设立此程序的目标是提供一个标准的附有所有信息的表格，该表格是 要求预定的。Policy Statement政策阐述It is the policy of Howard Johnson ( Hotel Name ) that all department must use a standard reservation form to find all relevant details that will facilitate room assignment preparation and expedite check in procedure.这是豪生（ ）酒店关于所有部门都使用标准预定表格以填写相关细节的政策。这些相关细节将简化房间准备工作和加速入住手续的办理。Procedures程序Reservation form must consist of following details.预定表格必须包含下列信息：1. Name of Guest ( Last name, first name ) 客人名字（姓，名）2. Arrival and departure date meaning the check in and check out date.意味着入店和离店的抵达和离开的时间。3. Arrival and departure flight details is to register the transport means and exact time of arrival. This is very essential during the high demand period allowing the Front office to organize room assignments based on first come first serve basis and minimize cases of no shows. 抵达和离开航班细节是为登记交通方法和抵达的确切时间。在高峰期允许前台根据首次抵达和首次服务为基础安排房间以及尽可能减小预定但未到达的事件是非常重要的。4. Room type indicating exactly what kind of room guest prefers.房型明确指出客人喜欢的房型5. Room rates that agreeable to the guest on one time deal or long term contractual arrangement.与客人达成的在某一时间和相当一段时间的合同价格。6. Number of guests-register the numbers of adult or child that are going to stay facilitate the room assignment done by receptionist upon arrival.要住宿的成人和儿童的数量，登记客人的数量，接待员根据抵达情况安排房间情况。 STANDARD OPERATING PROCEDURESSubject: Reservation Form 预定表格Effective Date: Jan. 2009Policy No: FO-RS-002 Issued by: FOMPage: 2 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All Associates7.8. Special request e.g. room allocation, pickup service, smoking/non-smoking room.特殊要求如房间位置、行李服务、烟房/无烟房。9. Amenities requirement ( Tick the appropriate box for guest recognition program )特殊的令人惊喜的事件。（为客人安排合适的、认可的礼品盒）10. Name of Person who takes the booking and date.预定和约定人的名字。11. The completed reservation forms must be passed onto reservation agent for handling immediately without delay.完成的预定表格应该立刻递交给预定部员工并无迟疑。12. The reservation agent has to register all details in the computer reservation system and sign on the particular name and reservation confirmation number.预定部员工将在计算机预定系统中登记所有的细节并注明特殊的名字和预定确认号码。STANDARD OPERATING PROCEDURESSubject: Making New Reservation 新预定Effective Date: Jan. 2009Policy No: FO-RS-003 Issued by: FOMPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目标The objective of setting this procedure is to establish a uniform and standardized way to making a new reservation.设置此程序的目标是建立一套统一的标准的新预定方法。Policy Statement政策阐述It is the policy of Howard Johnson ( Hotel Name ) to ensure new reservations are handled in a timely professional and efficient manner.这是豪生（ ）酒店确保新的预定以专业的高效的方法得到处理。Procedures程序1. Greeting while receiving inquiry through telephone.接到质询时，通过电话致以问候。2. Ask guest name and staying period politely as well as room type guest prefers.礼貌地讯问客人名字和住宿期限以及其有要求的房型。3. Check room availability according to the period of stay and room type required. 根据住宿要求的时间和房型、检查房间的可用性。4. Check Corporate/Travel profile through Fidelio to find out if it has contract rate with hotel before confirming the room rate.在确定房价前，通过检查备忘录检查团体和旅行社大概信息，以确定是否有合同价格。5. If pickup service is required, it is a must to have exact arrival details and confirmation from Concierge on limousine availability before committing to guest, all pick up service must be guaranteed either with company letter or credit card.如果需要接送服务，在提交给客人之前，必须有确切的抵达细节和来自礼宾部确切的轿车使用情况，所有接送服务必须保证在有公司信函和信用卡的前提下进行。6. Obtain all the necessary information indicated on the reservation form and fill out the form accordingly.获得所有必要信息，这些信息指出预定表格并填写相应表格。7. Input all the details into Fidelio, and log down the confirmation number.在备忘录上填写所有细节，并记录确定号码。8. Confirmation letter must be done and delivered instantly.确认信函必须立刻被完成和发送。STANDARD OPERATING PROCEDURESSubject: Making New Reservation新预定Effective Date: Jan. 2009Policy No: FO-RS-003 Issued by: FOMPage: 2 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All Associates9. Confirmation letter must be attached with the reservation form. The reservation form is then filed by the reservation associate in the cabinet in alphabetical order according to date, month and year.确定信函必须赋有预定表格。预定表格然后被按照字母顺序根据相应时间、月份、年在相关预定部门的橱柜内归档。STANDARD OPERATING PROCEDURESSubject: Amendment Reservation 预定的修改Effective Date: Jan. 2009Policy No: FO-RS-004 Issued by: FOMPage: 1 of 1Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目标The objective of setting this procedure is to establish a uniform and standardized way in handling reservation required an amendment.设置该程序的目标是建立一套统一的标准的方法处理必要的修改预定问题。Policy Statement政策阐述It is the policy of Howard Johnson ( Hotel Name ) to ensure amendment reservations are handled properly at all times.这是关于豪生（ ）酒店为随时准确处理预定更改的政策。Procedures程序1. Warm, friendly greeting while receiving inquiry through telephone.通过电话接到要求时，致以热情友好的问候。2. Retrieve the original reservation form.重新填写原始预定表格。3. Complete the new reservation form and give a tick on the amendment column.完成新的预定表并在更改过的部分做记号。4. Specify the new information on the amendment reservation form.在预定表格上详细填写新信息。5. Mark down the changes against the original on the remark with details.根据原始记录，记录下详细的变化情况。6. Pass onto the amendment form to reservation agent handling.将预定表格上交给预定部。7. For any amendment on staying period, it is necessary to check with room availability on the new dates before committing to guest.为了任何住宿期间的改动，有必要在房间情况提交给客人前检查房间的使用情况。8. Update amendment information in the computer.在计算机系统中更改相应信息。9. Make a new confirmation letter instantly if necessary.如有必要立即制作新的确认信。10. All records are then filed in alphabetical order according to date, month and year.所有的记录将按字母顺序，根据日期、月份、年被记录下来。STANDARD OPERATING PROCEDURESSubject: ReservationCancellation预定的取消Effective Date: Jan. 2009Policy No: FO-RS-005 Issued by: FOMPage: 1 of 1Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective目标The objective of setting this procedure is to establish a uniform and standardized way in handling cancellation设置此程序的目的是建立一套标准的“取消”方法。Policy Statement政策阐述It is the policy of Howard Johnson ( Hotel Name ) to ensure cancellations are handled properly at all times.这是豪生（ ）酒店随时准确处理“取消”的政策。Procedures程序1. Warm, friendly greeting when receiving inquiry through telephone.通过电话接到质询时，致以热情友好的问候。2. Take down the callers name and contact number.记录下来点者的名字联系号码。3. Obtain the cancellation reason if possible.如可能取得“取消”的原因。4. Tick the cancellation box and fill out the guest name and stay period.做记号于“取消”栏，并填写客人名字和住宿期限。5. Cancel the booking in fidelio, and mark down the cancellation number.取消预定备忘录，并记录取消号码。6. The correspondence is filed in alphabetical order by date, month and year for easy reference.相应信息被按照字母顺序根据日期、月份、年排序以备参考。STANDARD OPERATING PROCEDURESSubject: Confirmation Letter/Slip确认信/纸条Effective Date: Jan. 2009Policy No: FO-RS-006 Issued by: FOMPage: 1 of 1Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目标The objective of setting this procedure is to deliver guest confirmation slip if required.设置该程序的目标是在必要时递交客人的确定单。Policy Statement程序阐述It is the policy of Howard Johnson ( Hotel Name ) that all confirmation letter/slip has to be delivered to guest if required within 24 hours time frame.这是豪生（ ）酒店在24小时内需要的情况下，将所有确认信/单交给客人的政策。Procedures程序1. All information must be entered into the computer first.所有信息都必须先输入到计算机系统中。2. Ask guest if confirmation is required.询问客人是否需要确认3. If it is the case, the reservation should print out the standardized confirmation template with serial number to guest to be faxed accordingly.如果需要，预定部则打印出标准的有序号的确认表，并相应传真出去。4. It is the standard that all confirmation must be out within 24 hours.标准的程序是在24小时内发出确认。STANDARD OPERATING PROCEDURESSubject: Reservation Form Filing预定表格的填写Effective Date: Jan. 2009Policy No: FO-RS-007 Issued by: FOMPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目标The objective of setting this procedure is to standardize the reservation filing system to ensure the record can be traced and retrieved effectively.这是此表格的程序是规范预定填写程序以确保记录能够被有效的跟踪和查看。Policy Statement政策阐述It is the policy of Howard Johnson ( Hotel Name ) that all current month reservation form should be placed by date and alphabetical order in an accordion folder. All reservations falling in future months should be placed by month first and then date follows.这是豪生（ ）酒店所有当前月度表格应该根据日期和字母表顺序归档在折叠夹中。所有将来的预定应根据月份和日期摆放。Procedures程序1. Current month reservation should be filed based on the arrival date and follow by alphabetic accordion folder is attached.当前的预定应根据达到日期和黏附在折叠夹上的字母顺序归档。2. For any reservations of future months, should be filed based on the month and date, no alphabetic accordion folder is attached.任何将来月份的预定应该根据月份和日期归档，但没有黏附按字母顺序排列的折叠夹3. For any amendment reservation, the agent has to attach to the original form in chronological order that the latest should be placed at the bank.任何预定都应该贴上按年代顺序排列的原始表格，最近的表格应该放在边上。4. For any cancellation of the month, the agent has to locate the form first and cross out with abbreviated note “CXL” and place in at the cancellation folder of each date. 任何月度的取消应该先找到其位置并以缩写“CXL”标记，再根据每个日期将其放在夹子中。STANDARD OPERATING PROCEDURESSubject: Reservation Form Filing预定表格的填写Effective Date: Jan. 2009Policy No: FO-RS-007 Issued by: FOMPage: 2 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All Associates5. For any cancellation of future months reservation, the agent should locate the form first and cross out with abbreviated note “CXL” and put at the back of folder.对于任何将来的月份预定，应该先找到表格的位置并以缩写“CXL”标记，再放回夹中。6. On the first day of each month, the reservation agent has to retrieve and stack the reservation form of previous month in chronological order for three months retention. And then remove the details into current month filing system.每个月的第一天，将重新检查先前几个月的按年份顺序排列的保持前3个月的预定表格。然后将细节填写到当前系统中。STANDARD OPERATING PROCEDURESSubject: Arrival Report 到达报告Effective Date: Jan. 2009Policy No: FO-RS-008 Issued by: FOMPage: 1 of 1Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目标The objective of setting this procedure is to ensure the accuracy of relevant information that the enter is valid and no duplication occurs.设置此程序的目的是确保住店者的相关信息准确有效且不会发生重复事件。Policy Statement政策阐述It is the policy of Howard Johnson ( Hotel Name ) to check next day bookings before guest arrival to ensure all information entered is accurate with sufficient data to substantiate excellent delivery.这是豪生（ ）酒店在客人到达前检查第二天预定的所有信息以确保所有登记的信息准确，以及由足够的资料落实好递送工作。Procedures程序Print “arrival report”.打印“抵达报告”Retrieve all reservation forms of next day.活动所有第二天预定表格。Check “arrival report” against reservation form one by one.根据预定表格一个一个的检查“预定表格”Cancel duplicate bookings cause by wrong spelling.取消由于错误拼写导致的预定。Make sure each bookings details is correct and update in the Fidelio accordingly 确保每个预定细节的正确性并在相应的备忘录中升级。-Guest name spelling客人名字的拼写。-Company/Agent name公司或代理的名字-Room type and room rate房型或房号-Market code, source code, channel code市场、资源和渠道的代码-Print rate打印价格-Flight information, pickup service航班信息，接送服务-Amenity, service code礼仪、服务用语-Instruction field指引地-Routing instruction行程安排说明-Trace路径Print the update report and send to concerned department.打印升级报告并送到相关部门STANDARD OPERATING PROCEDURESSubject: No Show 预定但未抵达Effective Date: Jan. 2009Policy No: FO-RS-009 Issued by: FOMPage: 1 of 1Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目标The objective of setting this procedure is to establish a uniform and standardized way to handle no show.设置此程序的目的是建立一套标准完整的处理预定但未到达的方法。Policy Statement政策阐述It is the policy of Howard Johnson ( Hotel Name ) to ensure the reason of no show is to be found exactly in a right way.这是豪生（ ）酒店为确保预定但未到达的原因被正确发现的政策。Procedures程序1. Check no show report every day which is given from Front Office.检查每天来自前台的预定但未到达报告2. Sales Executive/Sales Manager ought to call the account to ask for the no show reason after receive the daily report. Suggest the account to arrange all their customers stay in this property in the future in order to avoid the unnecessary loss.销售主管和销售经理应该在接到当天的报告后向有关员工询问原因。建议员工安排其客户有机会住宿我酒店以避免损失。STANDARD OPERATING PROCEDURESSubject: Reservation ProcedureWith Credit Arrangement信用预定程序Effective Date: Jan. 2009Policy No: FO-RS-010 Issued by: FOMPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目标The objective of setting this procedure is to standardize the procedure of reservation with approved credit arrangement.设置此程序的目的是标准化信用预定程序。Policy Statement政策阐述It is the policy of Howard Johnson ( Hotel Name ) that billing instruction should only be extended to company/travel agent that has established credit arrangement from hotels Accounting Department.这是豪生（ ）酒店的收账程序应该仅仅扩展到和酒店财务部有信用协议的公司/旅行社。Procedures程序1. Credit Manager has to update the information on credit facilities guideline monthly.信贷经理应每月升级信用方针上的信息。2. Reservation Agent should check with the guideline to verify the company is on the list and ask the company to provide us the written document with company letter head specifying the following details:预定部员工应该检查方针以证实公司在表格上并要求公司提供带有公司抬头的书面文件，其中包括以下细节：-Name of Guest客人名字-Arrival & Departure date抵达和离开时间-Name of the Company/Agency requesting direct billing直接结帐的公司/旅行社的名字-Expenses that are on company or agent account公司或旅行社户头中的开支-Authorized name and signatures授权人的名字和签名STANDARD OPERATING PROCEDURESSubject: Reservation Procedure With Credit Arrangement信用预定程序Effective Date: Jan. 2009Policy No: FO-RS-010 Issued by: FOMPage: 2 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All Associates3. Reservation agent has to trace for the confir