Front Office Reception国际酒店前台管理操作程序资料RM-FO-Rec-022 Guest Room Change换房程序

1、国际酒店前厅部操作手册前厅部Front Office前台服务程序国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LOCAL STANDARD OPERATING PROCEDURES本地

2、标准操作程序LSOP No.:RM FO FD -022Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Guest Room Change 换房程序_OBJECTIVE目的：A room change must be carried out with the guests knowledge and consent换房必须在客人了解和同意的情况下POLICY政策：Guests room change must take p

3、lace at the convenience of the guest.换房时选择客人方便时进行。PROCEDURES 程序： 1. Whenever it becomes necessary to move a guest to another room, ensure that the guest is fully aware of the reasons and the plan of action， Confirm new room rate with guest if the room rate changed.当有必要为客人换房时，必须让客人了解换房原因以及具体的安排，如果房价有

4、所变更时，需要与客人确认新的房价。 Sir / Madam, May I know what is the problem for the room ，please ? “先生/小姐,请问我可以知道您的房间有什么问题吗?”。2. If the hotel request guest to change room because of the construction, repair or other reason, a superior grade room type will be arranged for guest. Show the reason by courtesy；Tell gu

5、est room is already upgrade and sorry for that.如果是因为酒店方面的原因要求客人换房，如工程维修，设备修理或其它原因的，以婉转的语气向客人说明原因并表明已为其安排比原来高一级的房间，为造成的不便表示抱歉。3. The GSA will find a suitable vacant clean room, preferably nearby the current room. Inform HSKP to put the room on Out of Service status in the system, with the comment: Ro

6、om change, Guest name and current room number.为客人换房要选择离现在房间较近的房间。通知客房部将房间状态设为“坏房”，在电脑修改房间状态原因栏内输入：换房，客人姓名和现在房间号码。Live Move现场换房1. Room changes with the guest present are termed “Live moves”换房时客人在场我们称作“现场换房2. Inform the guest that you have assigned a new room for them and ensure theguests satisfaction

7、 of the room chosen. Inquire when the guest prefers to move, You can say: 通知客人前台已经预留好房间，保证客人对所选房间满意。询问客人何时方便换房，你可以说: “Excuse me, Mr./Ms XX ,when would you like to change your room ? “对不起,XX 先生/小姐,打扰您了，请问您准备什么时候方便为您换房呢?”3. And if assistance is required with luggage以及是否需要行李员帮助换房。 Mr. /Ms XXX, your new

8、 room number is “XX先生/小姐,您的新房间号是XXXX.” “Mr. /Ms XXX, our bellboy will assist you with your luggage.”“我们的行李员会帮助您把行李换去新的房间,谢谢! ”4. New key will be made and given to the guest and the previous room key must be collected back.将新房间的钥匙交给客人，并记得将原来房间的钥匙收回。5. Inform Concierge to move if luggage assistance is

9、 needed.如果客人需要行李员帮助，立刻通知礼宾部。6. Fill out the room change record. If room change concerns the rate change, guest need to sign the name nearby the update room rate on registration card.填写换房记录表。如果换房涉及到房价变更的，客人需要在注明最新房价的附近签名确认此房价。7. Move the guests registration card and attached documents to the new room

10、-number slot,将客人登记卡和账单等换到相应账单夹内。 8. Ensure that the previous room is put on dirty status until Housekeeping has cleaned, and inspected the room if necessary.确保原来房间状态已更改为“脏房”，直到管家部重新打扫为止。9. All Room/Rate Change Form should be signed by duty GSM, GSM will double check and ensure the all change is reas

11、onable.所有房间/房价更改单上需要有宾客服务经理的签名，宾客服务经理将检查每一张更改单是否有合适的理由。10. Inform DTS, HSKP & laundry service on the room move issue right away.马上通知为您服务中心，客房部和洗衣房。Un-live Move：不在场换房1. Room changes without the guest being present are termed “Dead Moves”在换房时客人不在场我们称作“不在场换房”2. The guest has to be advised at the moment

12、 of the request, that we cannot move unpacked luggage. It is therefore necessary for him to pack his/her luggage. 在客人提出请求时我们必须知会客人我们不能搬运没有打包的行李, 客人必须自己打包好行李.3. If the guest made the request prior to the actual day of moving, a GSA assigned by the Shift Leader will handle the majority of room changes

13、 and organize the moves.如果客人在当天之前要求的换房,主管会安排员工帮助组织客人换房.4. Print a trace report to follow up the room change traces for the day.打出跟进报表跟进今日换房.5. Inform housekeeping to rush the new room.通知客房部将要换过去的新房间及时清理干净6. Make one key for the original room and one for the new room, place the filled out room change

14、 form and the keys on the counter. Inform concierge to change room the room change may only be done with the presence of GSM and Security. When the luggage is packed. Follow the above procedure for a live move. GSA changes the room in Opera system only upon the return of the authorization of room mo

15、ve form with GSM signature.做一把旧的房间钥匙卡和一把新的房间钥匙卡并准备好换房单.电话通知行李员进行换房。行李员只在有宾客服务经理和保安在场并见证整个换房过程的情况下将客人所有打包好的行李换到新的房间去。在行李员还回有宾客服务经理签字的授权换房单后再在系统里换房.7. Keep the new room key at the front desk for guest to pick up. 在前台保存新房间钥匙卡等客人来取.8. Ask guest to confirm the contents of the authorization of room move f

16、orm, and sign.与客人确认换房时行李情况，并签字确认。9. Collect the original room key from guest upon the guest is picking up the new room key.当客人来拿新房间钥匙时收回原房间钥匙10. If the new room is not available during the day requested, call guest or leave a written message for a possible room change at a later time/date.如果在到了该换房的日

17、子但将要换过去的新房间还没有准备好的情况下。应通知客人或者给客人留言说明情况.并提供解决办法,11. If the guest wants to be “dead move” and the luggage is not packed. We must inform guest: In any case, we are not liable for any loss or damage during the “Un-live move”. Authorization of room move form is requested.如果客人要求“不在场换房”,但行李发现未打包. 我们必须告知客人：

18、任何情况下，酒店不对换房过程中造成的物品丢失或损坏负责，并得到客人在授权换房单签字。12. Must inform GSM, Security and concierge on this case. They will be in charge of packing the luggage and any garment, bags, or garments on hangers. Then bellman will move the packing luggage to new room. GSA changes the room in Opera system only upon the return of th