Front Office Reception国际酒店前台管理操作程序资料RM-FO-Rec-010 Guest Check in When room is not ready宾客登记入住时房间没准备好

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 -010Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Check In Room When room is not ready 宾客登记入住时房间没准备好_OBJECTIVE目的：In the event that a room is not ready upon a guests arrival, an apology must be offered客人抵店时不能提供干净

3、的可卖房间，必须向客人道歉POLICY政策：An advice that a room will be ready as soon as possible. An estimated time for the delay must also be given告诉客人酒店将尽快准备好房间。并通知客人所需等候的时间。PROCEDURES 程序： 1. The initial registration procedure will be carried out as normal.首先按照正常登记程序进行。2. If it is after 15:00 (the guaranteed check-i

4、n time), check if an upgrade to the next category of room might be available. If an upgrade is given, inform the guest that they are being upgraded.如果客人在15:00后入住(酒店保证的登记入住时间)，看看是否可以为客人免费提升房间。如果免费为客人提升房间，要告诉客人酒店为客人免费升级房间。3. GSA will ask guest for contact information (cell phone number) to contact gue

5、st when room becomes available and note the phone number on the registration form.前台大使需向取得客人联络方式，当房间干净是立即告知客人。4. GSA will give guest an estimate time when the room will be available (always allow sufficient time for HK to clean the room) and ask the guest if they would prefer to wait in the hotel or

6、 would like to go outside。Do NOT promise a specific time。前台大使需告知客人房间打扫所需时间（需留给客房足够时间打扫房间）。并咨询客人是在酒店或在酒店外等待。If guest would like to wait in the hotel, offer guest to use Health Club Facilities or try to sell our F&B outlets. 如果客人将在酒店内等待，向客人推荐酒店康乐设施或尝试酒店餐厅If guest would like to leave the hotel offer a

7、city map and business card of the hotel如果客人将离开酒店，向客人提供市区地区以及酒店地址卡。5. If the guest has to wait, apologize, and offer to store their luggage until their room is available.如果不得不让客人等候，必须向客人道歉并提供寄存行李服务直到房间清理干净。6. Inform the guest how long the delay is likely to be and offer free coffee or tea in the Lobb

8、y Lounge. Advise Concierge that the luggage is to be stored.告诉客人需要等候的时间，安排客人在大堂酒廊享受免费茶或咖啡。通知礼宾部帮客人寄存行李。7. On the back of the registration card write the time of check-in, and “RNR” (Room Not Ready). Liaise with Housekeeping and let them know a guest is waiting.在登记卡背面注明登记的时间和“房间未准备”。通知客房部客人正在等候。8. Qu

9、eue guest reservation for room cleaning in Opera system.将该预订在酒店系统中按照待打扫排队。9. Never issue the key to guest when the room is dirty.脏房的情况下，不允许将钥匙发给客人。10. When the room is ready, the guest will be checked into the system, check-in time to be written on the registration card as well. 当房间准备好后，为客人在电脑系统中进行登

10、记，同样要在入住登记表上注明登记时间。11. Locate the guest to give the room key personally, or when the guest returns to the Reception前台接待员, an apology must be offered again for any inconvenience caused by the delay. GSM shall escort guest to their room亲自将房间钥匙转交给客人，或等客人到前台来取，同时对给客人造成的不便再次道歉。由宾客服务经理亲自陪同客人前往房间12. Advise a Bellman to deliver the lugg