威尼斯皇冠假日酒店前厅服务标准培训

FRONTDESKDEARTEAMMEMBER,FIRSTLY,AVERYWARMWELCOMETOTHECROWNEPLAZASHENZHENASPARTOFFRONTOFFICEDEPARTMENTOURKEYTOSUCCESSDEPENDSVERYMUCHONYOURPOSITIVEATTITUDE,CREATIVEFLAIRANDEYETODETAILSWEARECOMMITTEDTODEVELOPPEOPLETHROUGHKNOWLEDGEENLARGING,SKILLTRAININGANDWORKFORCEMOTIVATIONYOURREMARKABLECONTRIBUTIONINFRONTOFFICEDEPARTMENTWILLBEGREATLYAPPRECIATED真诚欢迎您加入深圳威尼斯皇冠假日酒店，成为酒店前厅部的成员。你们积极的工作态度，创造性的思维及细致周到的服务，将是我们取得成功的关键因素。我们激励员工通过不断的学习和培训，来丰富专业知识，改善服务技巧，提高劳动生产力，最终取得整体前厅部的成功。IWISHYOUAPLEASANTANDFRUITFULWORKINGEXPERIENCEATFRONTOFFICEDEPARTMENT祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。YOURSTRULY,此致TABLEOFCONTENTSPARTONEPART1WELCOMELETTERFROMDIRECTOROFROOMSPAGE02DEPARTMENTALORGANIZATIONCHARTPAGE04PART2JOBDESCRIPTIONPAGE05PART3STANDARDOPERATINGPROCEDURESREGISTERFITPAGE09CHECKOUTGUESTPAGE12GROUPCHECKINPAGE15GROUPCHECKOUTPAGE17PCRENROLLMENTPAGE18MAKEARESERVATIONPAGE20GROUPINFORMATIONCHECKPAGE23FREEROOMUPGRADEPAGE25HOUSEUSEANDCOMPLIMENTARYROOMPAGE26ROOMCHANGEPAGE27EXTRABEDPAGE29LATECHECKOUTPAGE30EXTENSIONPAGE32CANCELLATIONPAGE34INCOGNITOCALL,SCREENCALLANDDONOTDISTURBPAGE36SLEEPOUTPAGE38AUTHORIZATIONOFENTRYTOGUESTROOMPAGE39ADVANCEDEPOSITPAGE41HANDLINGOFFOREIGNCURRENCYANDCOMPANYCHECKASDEPOSITPAGE45ACCOUNTINFORMATIONFORCREDITCARDPAGE46ACCOUNTINFORMATIONFORDIRECTBILLINGPAGE47ACCOUNTINFORMATIONTRAVELVOUCHERPAGE48CASHPAIDOUT,CASHADVANCEANDREBATEPAGE50CASHFLOATHANDOVERANDCONTROLPAGE53DROPSAFEPAGE54CONTINGENCYREPORTPAGE55COMPUTERSYSTEMDOWNPROCEDUREPAGE56PART4ACKNOWLEDGEMENTLETTERBYEMPLOYEEPAGE57FRONTOFFICEORGANIZATIONCHARTFOM前厅部经理1ASTFOM前厅部副经理1ASTMANGERCPMANGERRECPTIONMANGER大堂副理行政楼层经理接待经理MROLIVERZHAOMRLEKWANTAEMSANIECAIRSTEVNWANG11MSBETYZHAORJOHNSOHU4FDSENIORSUPERVISORSENIORSUPERVISORSENIORSUPERVISOR高级接待主管礼宾部高级主管车队高级主管111GROSUPERVISORBCSUPERVISORGSCUPERVISORCONCIERGSUPERVISOR客户关系主管商务中心主管客户服务中心主管礼宾部主管1111SENIORGROFDASTSUPERVISORBCASTSUPERVISORGSCASTSUPERVISORASTSUPERVISOR高级客户关系主任接待副主管商务中心副主管客户服务中心副主管礼宾部副主管22132GROFDAGENTBCLERKGSCLERKBELMANENSURESWORKINGSOFFUNCTIONSAREPUTONNOTICEBOARDACCORDINGLYMAINTAINSCOMPREHENSIVEKNOWLEDGEOFSTANDARDRESERVATIONPROCEDURESINCLUDINGHOWTOREADTELEX,EMAIL,MESSAGES,ANDHOWTOINTERPRETAVAILABILITYSOURCESWITHINTHERESERVATIONSYSTEMSMAINTAINSEXEMPLARYDEPORTMENTSTANDARDSOFBEHAVIORANDAPPEARANCEANDATTITUDEASEXPECTEDINAIHGBRANDTAKESPERSONALINTERESTANDPRIDETOENSURETHATTHEFRONTDESKWORKAREAISKEPTCLEANANDINANORDERLYSTATEATALLTIMESENDEAVORSTOMAINTAINTHEHIGHSTANDARDSOFTHEHOTELWITHPARTICULARREGARDTOTHEIMPORTANCEOFPRIORITYCLUBREWARDSPROGRAMMEMBERANDOTHERVIPSANDWITHREFERENCETOHOTELANDTOBEAHEALTHORSAFETYHAZARDOCCUPATIONALHEALTHANDSAFETYRESPONSIBILITIESDEMONSTRATEAWARENESSOFOHONLYWHENYOUAREFAMILIARWITHALLTHEINFORMATIONOFTHISPROGRAM,THENYOUCANBEABLETOINTRODUCEALLCONDITIONSANDBENEFITSTOOURGUESTS,ANDTOATTRACTTHEIRINTERESTSTOBECOMEOURREPEATGUEST熟悉会员计划。只有当熟悉了此计划的所有信息，你方能向客人介绍所有的入会条件及会员优惠，让客人有兴趣加入并成为我们的回头客。2IDENTIFYYOURENROLLINGTARGETYOUSHOULDKNOWWHICHTYPEOFGUESTSAREPOSSIBLETOBEENROLLEDASOURMEMBERS,NORMALLY,FREQUENTTRAVELERSREQUESTINGMILEAGE,INDIVIDUALGUESTSWHOISNOTTOURISTTRAVELERS,CORPORATEGUESTS,GUESTWHOTRAVELINGTOORFROMACOUNTRYWHEREWEHAVESISTERHOTELS,ETC熟知你选择的对象。你应当知晓哪种类型的客人有可能被邀请加入我们的会员。通常是经常旅行并希望获取飞行里程的客人，非旅行社客人，公司客及有我们姐妹酒店的国家来或去的客人。3DELIVERWHATYOUVEPROMISEDTOTHENEWLYENROLLEDMEMBERS,WHICHISVERYIMPORTANTTOBOTHOURGUESTSANDOURHOTELITISTHETIMEFORYOUTOHELPHOTELTOBUILDUPCREDITANDIMAGE,ANDKEEPGUESTLOYALTYTOHOTEL向新加入的会员送达我们的承诺，对酒店和新会员都尤为重要。这是帮助酒店建立信誉和提升形象的良机并保持客人对酒店的忠诚。HOWTOENROLLAMEMBER如何邀请客人加入会员1ASKGUESTIFHE/SHEISOURPRIORITYCLUBMEMBER询问客人是否优选俱乐部的会员。2SHOWGUESTTHEBROCHUREANDINTRODUCETHEBENEFITS,DONOTLISTALLTHEBENEFITS,EMPHASIZETHEMOSTATTRACTIVEBENEFITTOGUESTTODRAWHIS/HERATTENTION让客人浏览会员手册并介绍会员所享有的优惠，只需强调最吸引客人的方面，引起其注意。3ASKGUESTIFHE/SHEWISHESTOENROLL询问客人是否愿意加入。4ASKFORGUESTNAMECARDTOHELPGUESTTOFILLTHEFORMTOREDUCETHEBURDEN,DONOTLETGUESTFEELTROUBLETOFILLTHEFORM向客人索取名片以便帮助客人填写会员申请表以减少客人的负担。5IFGUESTISHESITATED,DONOTTRYTOPUSHGUESTTOENROLL,GIVEGUESTONEBROCHUREANDSUGGESTHIM/HERTOREADITFIRST如果客人犹豫，不要强加。附送会员手册，建议客人先了解此计划。6MAKESUREFOLLOWUPALLTHEBENEFITSWHICHGUESTENTITLESTOENJOY,LIKEWELCOMEFRUITPLATEANDNEWSPAPER,ETC确认跟进所有会员优惠，例如果盘，报纸等。7KEYINGUESTMEMBERSHIPNUMBERINTOGUESTCURRENTFOLIOANDALSOGUESTHISTORYMASTIFHE/SHEHAS在电脑系统中输入客人的会员号。客史中也需输入。8DOUBLECHECKTHEENROLLMENTFORM,MAKESUREGUESTNAME,ADDRESSANDAIRLINEMEMBERSHIPNUMBERARECLEARANDCORRECTBEFOREYOUPASSTHEFORMTORSVN再次确认申请表上客人姓名，地址和航空公司会员号清晰，正确，然后交由预定部。REMEMBER80OFOURGUESTSTHINKTHEBENEFITSANDRECOGNITIONTHEYRECEIVEDAREMOREIMPORTANTTHANTHEPOINTSANDMILEAGE记住80的客人认为他们得到的优惠和被认知比起积分和里程更为重要。MAKESUREYOUDELIVERWHATYOUHAVEPROMISEDTOOURGUESTS确保你送达对客人的承诺。SUBJECTMAKEARESERVATIONACTUALITYOFRESERVATIONISVERYIMPORTANT,ITCANHELPTOCONTROLROOMINVENTORY,ANDALSOAFFECTGUESTSCHECKINGINEXPERIENCEWHENFRONTDESKAGENTMAKESARESERVATIONFORGUEST,THEFOLLOWINGPROCEDURESHOULDBEDONE预订的正确性十分重要，它有助于控制酒店房间，也影响到客人入住经历。如前台员工为客人作预订，应例行如下1TELEPHONEWASANSWEREDWITHIN3RINGS三声内接听电话。2GREETGUEST“GOODEVENING,FRONTDESK,THISISXXX,HOWCANIHELPYOU”问候客人“晚上好，这是前台，我是XXX，请问有什么能帮到您”3CONFIRMCHECKINGINANDCHECKOUTDATECHECKROOMINVENTORY确认入住及退房日期。查看房情。GUEST“IWANTTOMAKEARESERVATION”客人“我想作个预订。”STAFF“HOWMAYIADDRESSYOU,SIR”员工“我怎样称呼您呢，先生”GUEST“THISISSTEVENBROWN”客人“我是STEVENBROWN。”STAFF“MRBROWN,AREYOUOURPRIORITYCLUBMEMBER”员工“BROWN先生，请问您是我们酒店优选俱乐部会员吗”STAFF“DIDYOUSTAYINOURHOTELBEFOREANDMAYIHAVEYOUCHECKINGINANDCHECKOUTDATE”员工“以前有住过我们的酒店吗请问何时入住和退房呢”ASKWHETHERGUESTISRETURNGUEST,INORDERTOFINDOUTWHICHPRICEHASBEENOFFEREDBEFOREANDALSOGUESTSPREFERENCE（看客人是否有客史，根据客史资料找出以前提供的房价，以及客人的喜好。）GUEST“CHECKINONXXXANDCHECKOUTONXXX”客人“我将在XX入住，在XX退房。”FRONTDESKAGENTMUSTLISTENCAREFULLYABOUTCHECKINGINANDCHECKOUTDATETHENCHECKROOMINVENTORYPROPERLY（前台员工需仔细聆听入住时间，退房时间。查看房性。）IFNOROOMAVAILABLE,如果没有房间STAFF“SORRY,MRBROWNHOTELISFULLYBOOKEDONXXXWOULDYOULIKEMETOPUTYOURRESERVATIONINWAITINGLISTORWOULDYOULIKEMETORECOMMENDANOTHERHOTELFORYOU”员工“对不起，BROWN先生，在XX天房间已预订满了。您愿意我们把您的预订放在等候名单吗或者推荐其他酒店给您“REMEMBERPCRPLATINUMMEMBERSBOOKINGIS72HOURSGUARANTEEBOOKING（记住白金卡会员如提前72小时预订，酒店必须提供房间）IFGUESTWOULDLIKEYOUTOPUTHISRESERVATIONINWAITINGLIST,THERESERVATIONDETAILSSHOULDBETAKENDOWN如客人愿意被列入等候名单，我们要记下详细的资料。4RECOMMENDROOMANDQUOTEPRICE推荐房间并报价。IFROOMSAREAVAILABLE,如果有空房，STAFF“MRBROWN,WILLYOUTRAVELALONE”员工“BROWN先生，您一个人入住吗“ASKTHISQUESTION,INORDERTORECOMMENDPROPERROOMTYPEACCORDINGTOGUESTNEEDSIFTRAVELWITHFAMILY,DELUXEROOMABOVECATEGORYSHOULDBERECOMMEND（根据客人需要安排适当的房间。如果和家人入住，我们则推荐豪华房以上的房型。）STAFF“WEHAVESUPERIORROOM,DELUXEROOMANDSUITE,WHICHKINDOFROOMWOULDYOUPREFER”员工“我们有高级房，豪华房，套房，您喜欢哪种呢”TOBEREADYFORBEINGASKEDDIFFERENCEBETWEENDIFFERENTROOMCATEGORYANDSELLINGPRICEDONTFORGETUPSELLING（准备好被客人询问各个房间的不同之处及房价。记住推销高等级的房间。）5MAKERESERVATIONINSYSTEM在电脑里作预订。DOUBLECONFIRMTHESPELLINGOFGUESTSNAME,ENSUREITISCORRECT（确认客人姓名拼写正确。）6GUARANTEEBOOKINGANDOBTAINCONTACTNUMBER担保预订并提供确认号。STAFF“MRBROWN,MAYIHAVEYOURCHECKINGINTIME”员工“BROWN先生，请问您几点入住酒店呢”STAFF“MRBROWN,MAYISUGGESTYOUTOGUARANTEEYOURBOOKING,ASHOTELOCCUPANCYISHIGHONXXX”员工“BROWN先生，因为住房率比较高，所以我建议您担保您的预订。EXPLAINMEANINGOFGUARANTEEBOOKING（向客人解释什么是担保预订）STAFF“MRBROWN,YOURBOOKINGISGUARANTEED,IFYOUARENOSHOWONXXX,ONENIGHTROOMRATEWILLBECHARGEDTOYOURCREDITCARDASPENALTYIFYOUWOULDLIKETOCHANGEYOURRESERVATION,HOTELSHOULDBEINFORMED24HOURSINADVANCE”员工“BROWN先生，您的预订已被担保，如果当天您未到，我们会从你的信用卡收取一晚的房费。如果你的预订有变动，请在您原定入住日前24小时通知酒店。”STAFF“MAYIHAVEYOURCONTACTNUMBER,MRBROWN”员工“请留下您的联系电话，BROWN先生”7OFFERTRANSPORTATIONSERVICE提供接送服务STAFF“BYTHEWAY,MRBROWN,WOULDYOULIKEUSTOARRANGEPICKUPSERVICEFORYOU”员工“另外，BROWN先生，您需要我们为您提供接机服务吗”STAFF“FORTHETRANSPORTATIONSERVICE,FAXANDCREDITCARDGUARANTEEAREREQUIREDONCEWERECEIVEDYOURFAX,OURCONCIERGEWILLCONTACTYOUFORARRANGEMENT”员工“有关接机服务，我们需要您通过传真预订和信用卡担保。一旦我们收到您的传真，我们礼宾部会尽快和您联系安排接机事宜。”8CLOSESELLING结束卖房。REPEATGUESTSRESERVATION（重复客人的预订。）STAFF“MRBROWN,MAYIREPEATYOURRESERVATIONDETAILSYOUWILLBECHECKINGINONXXX,ANDCHECKINGOUTONXXXNONSMOKINGANDKINGBEDDEDDELUXEROOMFORYOUTHEPRICEISRMBXXXPERNIGHTINCLUDINGDAILYBREAKFASTNOTRANSPORTATIONREQUIREMENTTHECONFIRMATIONNUMBERISXXX”员工“BROWN先生，我为你复述一下您的预订，您在X月X日入住，X月X日退房，不吸烟一张大床的豪华房，房价是XX一晚，包一份早餐。您不需要接机服务。您的确认号是XXX。”PROVIDEHOTELADDRESSOURHOTELISLOCATEDINOVERSEASCHINESETOWN,OPPOSITETOWINDOWOFTHEWORLD（提供酒店地址给客人我们酒店座落于华侨城，世界之窗对面。）9THANKSFORTHERESERVATION谢谢客人来电。STAFF“THANKYOUFORCHOOSINGCROWNEPLAZASHENZHEN,MRBROWNSEEYOUONXXX”员工“谢谢您选择深圳威尼斯皇冠假日酒店，BROWN先生，X月X日见。”SUBJECTGROUPINFORMATIONCHECKREGISTRATIONCARDISTHECONTRACTBETWEENHOTELANDGUEST,ITMUSTBEABLETOPROVIDETHENECESSARYINFORMATIONWHENYOUUPDATETHEREGISTRATIONCARDINTHELANMARKSYSTEMTHEFOLLOWINGINFORMATIONSHOULDBECONSIDERED入住登记卡是酒店和客人之间的合同，它必需能够提供必要的信息。当在LANMARD系统中更新登记卡资料的时候，下列各项信息应该被考虑其中。1GUESTSFULLNAMEONPASSPORTORID,INCLUDINGENGLISHANDCHINESEGUESTSGENDER客人在护照或身份证上的全名，包括英文名和中文名。客人的性别。2GUESTSPASSPORTORIDNUMBER,DATEOFBIRTHDAY,VISATYPE,NUMBERANDEXPIREDATE客人在护照或身份证号，生日，签证种类，签证号码，签证有效期。3NATIONALITYORAREA,LANGUAGE国家或地区，语种。4ROOMNUMBERANDFOLIONUMBER,MARKETCODEANDSOURCECODE房间号码和确认号，MARKETCODE及SOURCECODE。5ACCURATENUMBEROFGUESTS,VIPSTATUS准确的客人数及VIP级别。6ROOMRATEANDBENEFITSESPECIALLYBREAKFASTISINCLUSIVEORNOT房价和享有的优惠。（特别是包不包括早餐7METHODOFPAYMENTATTACHVOUCHERATTHEBACKOFREGISTRATIONCARDATTACHCREDITCARDIMPRINTINTHEMIDDLEOFREGISTRATIONCARDIFGUESTPAYSCASH,AMOUNTANDKINGOFCURRENCYSHOULDBEINDICATEDONREGISTRATIONCARD付费方式。（在登记卡的背后附上凭单。在登记卡的中央附上信用卡单。如果客人付现金，数量及币种应在登记卡上标明。）8CONTACTNUMBERANDEMAILADDRESSUPDATEINADDREMARKS联系电话和EMAIL地址。（更新在备注中）9GUESTPREFERENCEEGSMOKING,NONSMOKING,KINGBED,TWINBED,SEAVIEW,PARKVIEWETC客人的喜好。（如；吸烟，非吸烟，大床，双床，海景房，园景房等等）10CHECKOUTDATEUPDATECHECKOUTTIMEINTHETRAVELINF,IFYOUGOTFROMGUESTUPONC/I退房日期。（如果在客人入住获取了客人的退房时间须在TRAVELINF中登记）SUBJECTFREEROOMUPGRADE1UPGRADESMAYOCCURWHENAROOMTYPERESERVEDISNOTAVAILABLEDUETOHIGHOCCUPANCYFRONTDESKAGENTOFFERSGUESTTHENEXTROOMCATEGORYANDFIXESTHEROOMRATEUPGRADESSHOULDONLYBEHAPPENEDDURINGPEAKSEASONITISTHERESPONSIBILITYOFALLFRONTOFFICESTAFFTOSELLROOMSACCORDINGTOROOMTYPESAVAILABLEFORSALE升级可能发生在高住房率时不能提供客人所定的房型。前台员工给客人提供高一等级的房间并锁定房价。升级房间只应在旺季时发生。前台员工有责任按房间类型来销售房间。2GUESTSWHOAREUPGRADEDDUETOHIGHOCCUPANCYSHOULDSTAYINTHESAMEROOMFORTHEFULLLENGTHOFSTAYINORDERTOMINIMIZEINCONVENIENCEFORTHEMRECOMMENDUPGRADEONEORTWONIGHTSSTAYGUESTORPAYINGHIGHRATEGUEST由于高住房率，被升级的客人在其居停期间应被保证入住同一间房，以最小化为其带来的不便。建议为停留一至二天的客人或付高房价客人提升房间等级。3DIRECTOROFSALES,FOM,AFOMANDRECEPTIONMANAGERMAYAPPROVEUPGRADEATANYTIMEFORCERTAINREASON销售总监，前厅经理，前厅副经理和接待经理有权批准升级。4ANYUPGRADETOSUITE,DIRECTOROFSALES,FOM,AFOMANDRECEPTIONMANAGERMUSTBECONSULTEDBEFOREMAKINGUPGRADING任何升级到套房的情况，必须告知销售总监，前厅经理，前厅副经理和接待经理，并与之协商。5IFTHEHOTELISSHORTOFROOMS,AFOM,RECEPTIONMANAGERANDASSISTANTMANAGERSHOULDDISCUSSWITHTHEFRONTOFFICEMANAGERTODECIDEONWHICHGUESTSSHOULDBEUPGRADEDPREFERENCELIESWITHVIPANDVERYREGULARGUEST如果酒店房间不足，前厅副经理，接待经理和大堂经理应同前厅经理讨论并选定哪些客人应该被升级。通常会选择贵宾和常客。6FRONTDESKAGENTMUSTOBTAINAPPROVALFROMFOM,AFOMORRECEPTIONMANAGER前台员工必须获得前厅经理，前厅副经理和接待经理的批准。7ALLUPGRADESSHOULDBEDONEACCORDINGTOTHEAUTHORIZEDEXECUTIVESWITHEXPLANATIONSONTHEUPGRADEIEFORCEUPGRADEDUETONOROOMAVAILABLEUPGRADEPERDOSASGUESTISMANAGINGDIRECTOROFABIGCOMPANY所有房间的升级必须获得授权并附上说明。（被迫升级因没有能提供的房间，销售总监批准升级房间，因客人为大公司管理总监。）8ALLFRONTOFFICESTAFFSHOULDTAKENOTETHATUPGRADETONEXTROOMCATEGORYCOULDBEDONEFORPLATINUMLEVELOFPRIORITYCLUBMEMBER所有前厅部员工可以将优先俱乐部白金卡会员房间升级至下一种房型。SUBJECTHOUSEUSEANDCOMPLIMENTARYROOMHOUSEUSEANDCOMPLIMENTARYROOMDONOTGENERATEREVENUEFORHOTELBOTHHOUSEUSEANDCOMPLIMENTARYARESUBJECTTOPREARRANGEMENTANDMUSTGETAPPROVALFROMGMWITHOFFICIALFORM自用房和免费房不为酒店创造收入。两者都需提前安排并得到总经理的书面确认。1ALLCOMPLIMENTARYROOMGUESTSANDHOUSEUSESTAFFSMUSTGOTHROUGHFITCHECKINPROCEDURE所有免费房及自用房需办理入住手续。2BOOKINGSOURCEOFHOUSEUSEGUESTFOLIOSHOULDONLYBEUNDER“CROWNEPLAZASHENZHEN”自用房的定房来源只应是“深圳威尼斯酒店”。3REASONOFHOUSEUSEORCOMPLIMENTARYROOMMUSTBEINPUTINTHEADDREMARKS,ALSOSPECIALMARKETCODEISREQUIRED提供免费房和自用房的原因必须在电脑中备注，并使用相应的MARKETCODE。4ACOMPLIMENTARYFORMSHOULDBEFILLEDOUTANDAPPROVEDBYGM,DETAILSAREASFOLLOWING应正规填写免费房申请单并经总经理批准，内容包括以下AGUESTNAME客人姓名BPERIODOFSTAY入住天数CREASONOFHOUSEUSEORCOMPLIMENTARY使用自用房或免费房原因DGMAPPROVALSIGNATURE总经理签名5MAKECOPYOFTHECORRESPONDENCEOFTHEBOOKINGANDATTACHONTHEBACKOFREGISTRATIONCARDASSUPPORTINGDOCUMENT复印相应的预定信函，并附在登记卡的背面以做说明。SUBJECTROOMCHANGETWOKINDSOFROOMCHANGELIVEMOVEANDDEADMOVE两种类型的换房LIVEMOVE和DEADMOVE。LIVEMOVECHANGEOFROOMWITHGUESTSPRESENCELIVEMOVE是更换房间时客人在场DEADMOVECHANGEOFROOMWITHOUTGUESTSPRESENCEDEADMOVE是更换房间时客人不在场HOWTOARRANGEROOMCHANGE该如何安排房间的更换AIDENTIFYGUESTSNEED识别客人的需要。BREACHAGREEMENTWITHGUESTITISPOSSIBLELETGUESTSEETHEROOMFIRST与客人达成协议。尽可能在换房前安排客人看房。CCONFIRMRATE,DATEANDTIMEOFROOMCHANGE确认换房的房价，日期和时间。DCONFIRMTYPEOFROOMCHANGE,LIVEORDEADMOVE确认房价更换的类型，LIVEMOVE或DEADMOVE。1LIVEMOVE换房时客人在场ACONFIRMROOMISVACANTCLEANANDREADY确定房间是干净的空房并处于可卖房状态。BCONFIRMGUESTISINROOMATAPPOINTEDTIME在约定的时间确定客人在房。CRAISE“ROOM/RATECHANGEFORM”填写“房间/房价更换登记卡”。DPREPARENEWKEYFOLDERANDISSUENEWROOMKEY准备新的欢迎卡和房卡。ETIMESTAMPTHE“ROOM/RATECHANGEFORM”在“房间/房价更换登记卡“上打印时间。FPASSTHEFORM,ROOMKEYANDFOLDERTOCONCIERGE,ANDASKTHEBELLBOYTOSIGNONTHEFORM将换房登记表，房卡和欢迎卡交由礼宾部，并且获取行李员在换房登记表上的签字。GINFORMHSKPANDSERVICECENTERABOUTROOMCHANGE将有关房间的更换告知客房部和客户服务中心。HUPDATECOMPUTERRECORDOFROOMCHANGE/RATECHANGE在电脑中更新房号及房价。IWHENROOMCHANGEISPHYSICALLYDONE,BELLBOYWILLRETURNTHEORIGINALFORMANDDISTRIBUTETHECOPIESTOHSKP,CONCIERGEANDSERVICECENTER当换房结束后，行李生将会按照要求分配相应的表格给客房部，礼宾部和客户服务中心。JATTACH“ROOM/RATECHANGEFORM”WITHREGISTRATIONCARD,ANDPUTREGISTRATIONCARDINNEWROOMRCFOLDER附“房间/房价更换登记卡”于入住登记卡上，并且巴登记卡放入新房间的文件夹中。2DEADMOVE换房时客人不在场ACONFIRMWITHGUESTTHEROOMCHANGEWILLBEDONEWITHOUTGUESTSPRESENCE和客人确认我们会在客人不在房间的情况下为其换房。BREMINDGUESTTOFULLPACKHIS/HERBAGGAGEANDCLEARSAFETYBOXBEFORELEAVINGHOTEL提醒客人在离开酒店前将行李收拾好并将保险柜中的物品清空。CRAISE“ROOM/RATECHANGEFORM”ANDMARKDOWN“DEADMOVE”ONTHEFORM填写“房间/房价更换登记表”并注写”DEADMOVE”。DATAPPOINTEDINTERVALOFTIME,CHECKWITHHSKPIFBAGGAGEINROOMISFULLYPACKED在预定的换房时间，同客房部确认房间的行李已经收拾妥当。EPREPARENEWKEYANDFOLDER,PUTINBASKETATFRONTDESKFORGUESTSCOLLECTIONAFTERCOMINGBACK准备新的房卡和欢迎卡，置于前台指定的篮中，以便客人回来后获取房卡和欢迎卡。FTIMESTAMPTHE“ROOM/RATECHANGEFORM”在“房间/房价更换登记表”上打印时间。GPASSTHEFORMTOASSISTANTMANAGERFORDEADMOVE将表格交给大堂经理。HINFORMHSKPANDSERVICECENTERABOUTROOMCHANGE将有关房间的更新告知客户部和客户服务中心。IUPDATECOMPUTERRECORDOFROOMCHANGE/RATECHANGE在电脑中更新房号及房价。JBELLBOYWILLMOVEGUESTSBAGGAGEINPRESENCEOFASSISTANTMANAGERANDSECURITYSUPERVISOR行李生将在大堂经理及保安主管在场的情况下为客人搬运行李。KWHENROOMCHANGEISPHYSICALLYDONE,BELLBOYWILLRETURNTHEORIGINALFORMANDDISTRIBUTETHECOPIESTOHSKP,CONCIERGEANDSERVICECENTER当换房结束后，行李生将会按照要求分配相应的表格给客户部，礼宾部和客户服务中心。LATTACH“ROOM/RATECHANGEFORM”WITHREGISTRATIONCARDANDPUTREGISTRATIONCARDINNEWROOMRCFOLDER附“房间/房价更换登记表”于入住登记卡上，并且把登记卡放入新房间的文件夹。SUBJECTEXTRABEDTHECHARGEFOREXTRABEDISASFOLLOWS房间加床收费标准RMB166FORNORMALFLOOR普通楼层RMB250FORCROWNECLUBFLOOR行政楼层BABYCOTISPLACEDINROOMONACOMPLIMENTARYBASISUPONGUESTREQUEST在客人要求的基础上，可在房间免费加婴儿床。INEACHGUESTROOM,ONLYONEEXTRABEDORONEBABYCOTISTOBEPLACED每个客房只允许加一张床或一张婴儿床。NOEXTRABEDISTOBEPLACEDINTHECROWNECLUBSUITEOTHERWISE,ACONNECTINGROOMWHICHISCHARGEABLEISTOBESUGGESTEDTOTHEGUESTS行政楼层套房不允许加床。否则，建议客人选择连同房。1UPONREQUESTFOREXTRABEDORBABYCOT,THERESERVATIONORFRONTOFFICESTAFFWILLINFORMGUESTTHECHARGEIFGUESTAGREES,THENLEAVEATRACEANDADDREMARKSINGUESTFOLIOONGUESTARRIVALDATE当客人要求在房内加床或加婴儿床时，预定部或前台员工需与客人确认收费。经客人同意后，在系统的TRACE及ADDREMARKS中注明。2DOUBLECONFIRMWITHGUESTFOREXTRABEDORBABYCOTANDPRICEUPONCHECKIN,IFGUESTSTILLNEEDSIT,CHANGETHEROOMRATEINTHESYSTEMANDOBTAINGUESTSIGNATUREBESIDETHEROOMRATE当客人办理入住时，需再次确认是否需要加床或婴儿床，及其费用。如无异议，在系统中更改房价。并在房价旁获取客人签名。3INFORMHSKPFORPLACEMENT通知客房部加床。4UPDATEADDREMARKFORTHEREASONOFROOMRATEAMENDED在系统中更改房价后，在ADDREMARKS中注明原因。IFTHEBOOKINGISFROMTRAVELAGENTANDEXTRABEDCHARGEISNOTINCLUSIVE,FRONTDESKSTAFFWILLSHAREGUESTFOLIO,ADDEXTRABEDCHARGEINTHENEWFOLIOANDINDICATEPOA当预定来自旅行社，加床费用由客人自付，前台员工需分出另一个FOLIO，并注明加床费由客人自行支付。SUBJECTLATECHECKOUTHOTELSTANDARDCHECKOUTTIMEIS1200NOONPRIORITYCLUBMEMBERSAREENTITLEDLATECHECKOUTTILL1400HOURSWITHOUTANYCHARGE,ANDALLEXECUTIVEFLOORGUESTSAREENTITLEDLATECHECKOUTTILL1630HOURSBOTHARESUBJECTTOROOMAVAILABILITY酒店的退房时间为中午12点。如当日房情允许，优选俱乐部会员，可延迟到下午两点退房。入住行政楼层的客人，可延迟到下午四点半退房。ALLLATECHECKOUTSAFTER1300HOURSSHOULDBEAPPROVEDBYFRONTOFFICEMANAGEMENTSTAFF所有超过下午一点钟之后的退房，都必须获得前厅部经理级员工的同意。FORFITGUESTS散客RMB150PLUS15SERVICECHARGEPERHOURFORLCO按每小时150元加15服务费收取。IFGUESTLATECHECKSOUTBETWEEN1200HOURSTO1800HOURS,ANDLCOFEEISMORETHAN50OFACTUALGUESTPAYINGRATE,THENCHARGE50客人在中午12点至下午6点之间退房，如延迟退房费用已超出房间半价收费，按半价房费收取。IFGUESTLATECHECKSOUTAFTER1800HOURS,CHARGE100OFACTUALGUESTPAYINGRATE客人退房时间超出下午6点，需按一天房费收取。FORT/AGUESTS旅行社客人RMB150PLUS15SERVICECHARGEPERHOURFORLCO按每小时150元加15服务费收取。IFGUESTREQUESTSLATECHECKOUT,THEFOLLOWINGPROCEDURESHOULDBEPROCESSED如客人要求延迟退房，应按以下程序办理1UPONCHECKIN,THEDEPARTURETIMEOFTHEGUESTSISTOBECONFIRMEDIFTHEREQUESTFORALATEDEPARTUREISNOTUPDATEDINTHESYSTEMBYRESERVATION,THEFRONTDESKSTAFFWILLADVISEGUESTOFTHELATECHECKOUTCHARGE,WHEREAPPLICABLEIFACOMPLIMENTARYLATECHECKOUTISEXTENDED,THISPRIVILEGEMUSTBEINFORMEDTOTHEGUEST办理入住时应与客人确认离店时间。如果预定部没有标注客人延迟退房的要求，前台员工应告诉客人关于延迟退房的收费情况。如果是免费延长退房时间，应告诉客人所享有的特殊权益。2IFALATECHECKOUTHASBEENCONFIRMEDTOGUESTUPONRESERVATION,THEFRONTDESKSTAFFWILLRECONFIRMTHEDEPARTURETIME当客人延长退房的要求在做预定时已得到确认，前台员工在办理入住时应再次确认。3ONCETHEDEPARTURETIMEISCONFIRMED,LATECHECKOUTREQUIREMENTSHOULDBEINPUTINADDREMARKSINGUESTFOLIO一旦确认离店时间，延迟退房应标注在系统的ADDREMARKS中。AFOCLCOATTIMEA/PINITIALSOFAUTHORIZEDPERSON免费延迟退房至XX时，授权人XXX。BORCHARGE50OR100FORLCOATTIMEA/PINITIALSOFAUTHORIZEDPERSON或收取XX，延迟退房至XX时，授权人XXX。4THENUPDATECHECKOUTTIMEINTVLINFO将退房时间标注在系统内的TVLINFO。SUBJECTEXTENSION1FIT散客ADOUBLECONFIRMGUESTSNAMEANDROOMNUMBER确认客人的姓名和房号。BASKGUESTCHECKOUTDATE询问客人退房日期。CCHECKROOMINVENTORY,IFTHEREISROOMAVAILABLE,UPDATECHECKOUTDATEINTHESYSTEMIFROOMINVENTORYISNOTALLOWEDFOREXTENSION,INFORMGUESTANDTRYTOMAKEABOOKINGFORGUESTINANOTHERHOTEL确认房情，是否允许延住。在系统中更改退房日期。（如房情不允许延住，告诉客人并帮助客人预定另一间酒店。）DCHECKDEPOSITTOENSUREITISSUFFICIENTFORWHOLESTAYIFNOT,INFORMGUESTFORANOTHERKINDOFPAYMENT确定有足够的押金。如果不够，需联系客人更改其他方式支付。EMAKEANEWKEYBEFOREGIVINGTOGUEST,VERIFYGUESTSIDENTITY在给出新的房卡前核实客人身份。2TRAVELAGENTBOOKING旅行社定房ADOUBLECONFIRMGUESTSNAMEANDROOMNUMBER确定客人的姓名及房间号码。BASKGUESTCHECKOUTDATEANDCHECKROOMINVENTORY询问客人退房日期，确认房情。CIFGUESTWOULDLIKETOPAYTOTRAVELAGENT,THETRAVELAGENTFAXISAMUSTOTHERWISERACKRATEORPROMOTIONRATESHOULDBEQUOTEDFOREXTENSIONNOTENOTRAVELAGENTFAX,NOTRAVELAGENTRATE如果客人希望房费继续由旅行社支付，需收到旅行社的传真，否则，应告知客人全价或推广价。（注没有旅行社的传真，就不能给旅行社房价。）DIFGUESTAGREESTOPAYRACKRATEORPROMOTIONRATE,SETTLECHARGESTOTRAVELAGENTFIRST,THENCHANGEROOMRATEINGUESTFOLIOLEAVECLEARINSTRUCTIONINADDREMARKS如果客人同意支付全价或推广价，应先结掉旅行社支付的费用，之后更改房价，并在系统ADDREMARKS注明。ECHECKDEPOSITTOENSUREITISSUFFICIENTFORWHOLESTA