国际酒店前厅管理手册Front Office Reception-RM-FO-GS-13-04 COMP ROOM PROCEDURE

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-13-04Effective Date:Division:Rooms办公室Revised Date: Section:Front Office前厅部Prepared by : Approved by 批准人:_SUBJECT:complimentary room 免费房_POLICY政策：Complimentary Rooms办公室 can only be approved by the General Manager总经理, or designate in his absen

3、ce. 酒店免费房间只能由总经理批准，或在总经理外出期间由总经理指定的人员批准。PROCEDURES 程序： 1. The Front Office前厅部 Manager and Revenue/Reservations Manager will ensure that the appropriate authorization is obtained before effecting treatment.1. 在免费房间生效前，前厅部经理和预订部经理必须确认预订已经获得总经理批准。2. Person requesting complimentary room for clients etc.

4、 must complete the “ Complimentary Room Request” form, stating guests name, company, reason for complimentary room, arrival/departure details, room-type etc.2 为客户申请免费房间的人员必须填写免费房间申请单，内容包括：客人姓名,公司,申请原因，抵店/离店日期，房件类型申请原由等.3. The form must be endorsed by the Department Head of the requesting person befo

5、re forwarded to the General Manager总经理 for approval. Only after this approval can a reservation be made.3 免费房间申请单必须由所在部门的经理签字认可后，再交给总经理批准。只有 总经理批准后才可以做预订。4. The Reservation GSA must check the reservations correspondence and pass a copy of the Comp AUTH Form to reception.4 预订文员必须在检查预订和免费房申请一致后，将免费房申请

6、单一并交给前台。5. Upon check in of the guest, the registration procedures must be followed and the Comp AUTH Form verified against the reservation, then attaches to the registration card.5客人在前台按正常手续办理入住，同时将免费房申请批准单附在登记单后。6. Should an extension to stay be required. A new Comp AUTH Form must be completed and

7、 approved prior to the extension of stay. This additional form with GMs signature must be attached to the registration card along with the previous form.6如果客人需要延住，在得到允许的前提下，必须再次填写一免费房申请书。这张附加申请单须在得到总经理签字后随先前的申请书一起附在登记单上。7. Upon check out Comp AUTH For must be attached to copy of registration card at

8、tached. This must be placed with the cashiers work.7 退房时登记单和免费房批准单等相关文件交给财务部。8 The Night auditor must verify each evening the Comp report with all Comp AUTH Forms or Backups. All abnormalities are to be brought to the attention of the financial Controller.8 夜审必须审核每晚的免费房的报告和所有免费房申请批准书。所有的异常情况必须与财务总监核实。Review