国际酒店前厅管理手册Front Office Reception-RM-FO-GS-19-02 Extention of Stay

1、国际酒店前厅部操作手册前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES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。LO

2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS-19-02Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Extension of Stay 延住程序_OBJECTIVE目的：Requests for extension of stays must be accepted when availability permits.在可卖房充足的情况下，必须接受客人延住

3、的要求POLICY政策：Room extension of stay is critical for hotel incremental revenue.客人的延住是酒店增加收入的关键的因素之一。PROCEDURES 程序： 1. If a guest requests to extend the stay, the following must be verified: 如果客人申请延住必须确认以下信息： Is a room available for the requested number of nights? 是否可以按照客人要求提供合适的延住房间？ Can the same rate

4、 be offered? 是否可以提供相同的房间价格？ Is the room allocated for someone else during the requested nights? If so, can another room be allocated to the arriving guest or does the in-house guest need to be asked to change Rooms办公室.在客人延住期间是否有他人要求入住相同房间？如果有此类要求，按照实际情况决定是分配其它房间给预抵客人还是将延住客人换到其它房间。2. If the room is a

5、vailable, extend the stay in the computer. 如果房间情况允许，立刻在电脑系统中为客人作延住。3. Check the payment-method:确认客人付账方式： Credit card: take additional authorization. 信用卡：向银行追加授权。 Voucher/direct billing: Guest need to contact with travel agent or company to send us extend fax, request guest for payment for extended n

6、ights, not covered by voucher or agreement with company when the reservation was made. 旅行社凭证/挂帐：客人需同旅行社或公司取得联系已获得延住传真，并获得客人延住期间自付账目的担保。 Cash: obtain additional deposit if credit card imprint was not given upon registration. If credit card imprint has been given as deposit, an additional authorizatio

7、n must be taken.现金：如果客人没有使用信用卡担保要收取适当定金。如果用信用卡担 保，必须要授权。4. The guests key card must be re-coded. If the guest is not present of the Reception, a new key must be sent to the guests room and information given that the new key must be used since the original one will expire. 重新给客人做房间钥匙。如果客人未到前台，要将房间钥匙送到房间并通知客人必须使用新钥匙，旧钥匙即将失效。 Reviewed by 审核人: App