Front Office Reception国际酒店前台管理操作程序资料RM-FO-Rec-019 Turn Away婉拒

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 -019Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Turn Away 婉拒_OBJECTIVE目的：To ensure appropriate treatment of guests who, for various reasons, can not be accommodated由于某些原因，酒店不能为客人提供房间POLICY政策：To minimize compla

3、ints and inconvenience to patrons by assisting the guest for alternative accommodation in every way possible.为了避免客人投诉和造成客人不便，尽力为客人安排其它住处。PROCEDURES 程序： 1. There are five types of turn away and subsequently their respective treatment varies slightly:“ 婉拒 ”有以下五种情况，因此处理的方式上也有一些区别：1) No Reservation Turn

4、 away无预订客人的“ 婉拒 ”Definition: A walk in guest that does not have a prior reservation made for arrival.定义：无预订的临时投宿客人。Procedure: Place the guest in a hotel with comparable facilities and rates. If the guest wishes, his/her name and where he/she may be located will be left at the Reception前台接待员.处理程序：介绍客

5、人到同档次酒店住。如果客人愿意，可以将姓名和入住酒店名留在前台。2) Claim Reservation Turn away声称有预订客人的“婉拒 ”Definition: A guest who claims having a reservation, which cannot be traced upon check in and the hotel is fully booked.定义：客人入住时声称有预订但电脑内找不到，而酒店此时已经客满。Procedure: Must attempt made to locate the reservation. If no reservation

6、is found, the GSM must be informed and take action in the matter to ensure guest satisfaction. 处理程序: 试图在系统中找到客人预订。如果找不到，通知宾客服务经理，宾客服务经理必须妥善处理客人问题，使客人满意。3) Late Turn away延迟入住客人的“婉拒”Definition: A guest who is holding a reservation with a specific holds time and who arrives later than this time. It is

7、recommended that the room be held one hour after the hold time.定义：客人有一个指定时间的保留预订并且客人过时未到。尽力帮助客人多保留一个小时的房间。Procedure: Place the guest in a hotel with comparable facilities and rates. Transportation paid to the alternate hotel. Guests name placed in Reception前台接待员 every attempt must be made to get the

8、 guest back the following morning. If the guest decides to move and stay at Hotel.处理程序：将客人安排在同档次酒店，并由本酒店代付交通费。将客人姓名留在前台，并尽量安排第二天将客人接回本酒店，如果客人愿意回本酒店，应于客人抵达前提前准备好房间并按照贵宾接待。4) Guaranteed and Confirmed Reservation Turn away有担保和确认预订客人的“婉拒Definition: A guest who has a guaranteed reservation in form of a d

9、eposit or whose reservation is guaranteed by a company or credit card, or a guest who has arrived before the hold time requested.定义：客人用个人信用卡或公司担保的预订，或者客人比指定的时间早到，而酒店无法提供房间。Procedure: Alternate accommodation with the first nights room charge must be arranged. Transportation will be paid to the altern

10、ate hotel. One free long distance call (maximum 3 minutes duration) if requested by the guest. First priority on rooms the following morning and paid transportation. Information with guests name and where he/she may be contacted will be placed in the computer. When and if the guest returns the follo

11、wing day, he/she must be met by the Front Office前厅部 Manager or Guest Service Manager and escorted to the room. Full VIP treatment will be extended, with an apology letter from the General Manager总经理.程序：安排客人在同档次的酒店入住并由本酒店负担一天的房费和交通费。如果客人要求，可以免费打长途电话(最长不超过3分钟)。第二天优先安排房间和车辆接客人回本酒店。将客人的信息输入电脑以便查询。如果客人愿意

12、回本酒店，应由前厅部经理或宾客服务经理引领至房间内登记。客人按照贵宾接待并由总经理签发道歉信。5) Guest not satisfied with hotel offered 由于客人不满意酒店所提供条件的“婉拒”Definition: The guest not satisfies with hotel offered, such as room type, room rate or hotel facilities.定义：客人不满意酒店所提供的房型，房价及酒店设备设施。Procedure: Any turn away about hotel offered, Front Desk GSA

13、 must key in the turn away reason in Opera System. The reason as following:处理程序：所有由于客人对以上所及到情况的婉拒，Reception前台接待员必须将原因输入在Opera 系统中。可分为以下几种原因：i. No Room Available没有相应的房型ii. Rate Inquiry仅仅是询问房价iii. Rate Category Closed曾经的房价不再提供iv. Rate Resistance客人对房价不接受v. Limited Facilities客人对酒店的设备设施不满意2. General know

14、ledge:经验常识：1. Every attempt must be made to get the guest back the following day.第二天必须接客人回本酒店继续入住。2. The turn away screen copy record must be time stamped and the reservation attached in cases 3 and 4, then copy all concerned.在处理第三和第四种情况时，要将“婉拒记录记录”拷屏打印时间并复印必要材料给相关部门。3. In case 4, a confirmation let

15、ter specifying that Hotel will shoulder one night room charge (plus applicable taxes) must be given to the guest to present upon check in at the accommodating hotel. Alternatively, this can also be faxed to the alternate hotel.在处理第四种情况时，要发放本饭店付费的确认信给客人，或直接传送到相关酒店。4. The Front Office前厅部 Manager, Guest Service Manager must handle turn away