Front Office Reception国际酒店前台管理操作程序资料RM-FO-Rec-043 GuestDisputes宾客争议

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 -043Effective 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 Disputes 宾客争议_OBJECTIVE目的：Any guest disputes during check out must be handled in a friendly and efficient way必须高效友好地处理客人结账时对账目的争议POLICY政策：To ensure minimiz

3、ing any delays caused by the dispute 避免耽误客人时间。PROCEDURES 程序： 1. If a guest disputes any charges on the bill, the GSA will make every effort to resolve the dispute quickly and in a friendly manner, by explaining the charge, checking back up from outlets etc.如果客人对任何帐目有争议，Reception前台接待员必须以友好方式，通过详细解释帐目

4、内容或查询必要单据快速的解决问题。2. If the disputed charge cannot be justified, the GSA has the authority to remove the charge from the guests bill, but will explain that it will be investigated and that the hotel will charge the guest afterwards if it turns out that the charge was correct. If necessary, the Shift-

5、leader or Guest Service Manager can be called for assistance.如果不能马上解决，Reception前台接待员有权先扣除此费用，但要告诉客人如果最终查明帐目正确，酒店还会收取此费用。如果有必要，可以寻求当班主管或客务服务经理帮助解决。3. It is the responsibility of the GSA involved to ensure that any disputes are investigated thoroughly and that the Front Office前厅部 Manager is informed,

6、to ensure a follow up letter is sent to the guest with the outcome if the disputed charge will be charged.Reception前台接待员必须彻底调查此项帐目，将最终结果通告前厅部经理，以便前厅部经理发信向客人解释酒店将收取此费用。4. The GSA has the authority to, and is encouraged to, rebate any minor disputes such as telephone charges, mini bar charges etc upon

7、 check-out, to ensure total guest satisfaction and avoid a formal letter of complaint and a time-consuming investigation etc. All back up and supporting documents should be sent to Finance Department.Reception前台接待员有权处理客人账目争议，并且要鼓励员工处理例如客人关于电话费，房间酒水的争议，直到客人满意，这样可以避免客人投诉以及减少处理投诉所花费的时间，所有辅助证明材料必须要上交给财务

8、部。5. It is the responsibility of the Front Office前厅部 Manager that all disputes are resolved in a satisfactory way for both guests and the hotel and that disputes arising from charges from other departments are brought to the attention of the Department Head concerned for attention and action.前厅部经理有责任在保证客人和酒店利益的前提下完满解决争议，并将发生争议较多的账目，通知相关部门经理，以便相关部门经理监督和改进。Re