国际星级酒店前厅部前台接待岗位技能培训标准RM-FO-GS-12-01 Awaiting room procedure 需客人等房的程序

1、 PAGE 3LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO FD -050Effective Date:Jun. 2013Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Lynn LiuApproved by:SUBJECT:Awaiting room procedure 需客人等房的程序_OBJECTIVE目的：Offer guest the expecting room ASAP, ensure guest receive a nice arrival e

2、xperience.最快时间内提供给客人所需要的房间，最大化给客人带来良好的入住体验。POLICY政策：An advice that a room will be ready as soon as possible. Must tell guest we would contact to confirm the room status within 30 minutes.告诉客人酒店将尽快准备好房间。并确保在三十分钟内联系客人告知房间准备的情况PROCEDURES 程序： The initial registration procedure will be carried out as nor

3、mal.按照正常登记程序进行。Before 15:00Try to up selling guest to the next category. 试着建议客人付费升级至更高房型。Inform GSO, ask for management for assistance with the room arrangement. 告知当班GSO所遇到的情况，由GSO 协助房间的安排。Inform the guest that our actually check in time is since 15:00, their room is not available but that we will p

4、rioritize their room and do our very best to have it ready as quickly as possible. 告知客人酒店办理入住时间是下午三点，房间尚未准备好，但是我们将优先尽快为他准备房间。If guest willing to wait, told guest that we would contact to confirm the room status within 30 minutes,. Do NOT promise a specific time。 如果客人决定等房，告知客人我们将在30分钟以内和客人取得联系确认房间准备情

5、况. 不要承诺客人具体需等候时间。Ask guest if they have a cellular phone number and write it on the registration card or in the note field of your PMS system. Let the guest know that we will call them when the room is ready and that we will store their luggage. 获取客人的移动联系电话，并输入PMS中，协助客人寄存行李并告知客人房间准备好后第一时间联系。Introduc

6、e hotel facility to guest, provoke guest to discover. 向客人介绍酒店娱乐休闲设施，安排客人到适当的地方休息 Place the room on Queue.将房间放入Queue GSO would check the queue room every 30 minutes and register the guest on the waiting list; GSO will follow with the queue room and waiting list.GSO 每隔半个小时至少查看一次queue room，并登记到等房名单上，进行

7、跟进。GSO monitor Queue rooms throughout your shift and when the room becomes available, Call the guest and let them know their room is ready. GSO负责检查等候房间名单，房间整理完毕后，联系告知客人房间已准备好。 11. Take off the room from Queue list and check in PMS.将房间在PMS中办理入住If the room can not be ready after 50 minutes, inform GSM

8、 to follow up.如房间在进入Queue room 50 分钟后依旧处于脏房状态，报告此事到GSM 进行跟进。 After 15:00 (the guaranteed check-in time)15点之后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

9、间，要告诉客人酒店为客人免费升级房间。If no upgrade can be offered, inform the guest their room is not available but that we will prioritize their room and do our very best to have it ready as quickly as possible.如果没有可升级房型，GSA 告知客人房间尚未准备好，我们将优先为他们准备好房间。If guest have to wait, told guest that we would contact to confirm

10、 the room status within 30 minutes,. Do NOT promise a specific time。 如果客人决定等房，告知客人我们将在30分钟以内和客人取得联系确认房间准备情况. 不要承诺客人具体需等候时间。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Offer guest a room to have rest

11、, if there is a necessary视具体情况，如有必要，提供给客人一个房间休息If guest would like to leave the hotel，confirm the came back time and prepare the room accordingly.如果客人将离开酒店，和客人确认回店的大概时间，为客人房间做合理安排Queue 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GSO would check the queue room every 30 minute

12、s and register the guest on the waiting list; GSO will follow with the queue room and waiting list.GSO 每隔半个小时至少查看一次queue room，并登记到等房名单上，进行跟进When the room was queued over the estimated time, GSO must contact with guest to comport and delight guest.如果等房时间已经超出了我们给出的预计时间，GSO 必须及时和客人联系，告知客人最新的信息，采取措施安抚客人

13、。When the room is ready, the guest will be checked into the system, check-in time to be written on the waiting list as well. 当房间准备好后，为客人在电脑系统中进行登记，同样要在等房的报表上注明入住时间。Locate the guest to give the room key personally, or when the guest returns to the Reception, 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