酒店前厅部预订管理程序手册-SP-RM-RES-D050 No-Shows (v)预订未到

1、国际酒店前厅预订管理手册International Hotel Front Office reservation management manual酒店管理之家国际酒店预订操作程序手册Operating procedures manual for international hotel reservationStandard & Procedure国际酒店管理程序标准操作程序手册SOPPosition: Reservations Sales Agent职位：预订部销售文员Department:Front Office/ Reservation 部门：前厅部/预订部部门经理：GM Approva

2、l: Zhang LeiDate: 总经理批准：日期：Task: No-Shows Code: RM-RES-D050任务：预订未到序号： RM-RES-D050Standard:One nights accommodation charge at the rate confirmed, including service charge and tax will be charged to the guaranteed booking that does not arrive on the specified date. All reservation details will be thor

3、oughly checked before applying a no-show charge. The Director of Sales & Marketing will authorize no-show charges.标准：1.按照预订标准的一个晚上的住宿费用，包括服务费和税费，将被当作如不在指定日期到达的预订保证金。2.在计算预订却未到的费用前，应彻底检查所有的预订细节。所有的无住宿费用将首先由销售总监审定。Procedures:Reservation Sales associate on morning shift will print a no-show report.Acce

4、ss Opera inquiry screen to ensure guest is not already in house and reservation is not duplicated.Reservation shift leader will contact the guest or the party responsible for the reservation to:Verify the arrival date is correctObtain a cancellation number if guest claims booking was cancelledInform

5、 guest No show charge If reservation was from a corporate account on the Top Twenty Customer Profile list supplied by the Sales Department, the Director of Sales & Marketing will be consulted for appropriate action.If the charge is to be waived, make a notation in the guest and company profile that

6、the no-show charge is waived. When continued no-shows are noted, bring to the attention of the Shift Leader to advise the Sales associate concerned to follow-up with the company.If the charge is to be applied, prints the screen of the guests profile.After get all the detailed information and instruc

7、tions from reservation and sales department Front Office will charge one night at the quoted room rate including service and tax to accommodation, and settle the payment according to the guarantee method such as Credit card, Deposit or City ledger to company.程序：1.早班的预订人员将打印一份预末订未到报告。2.进入Opera查询屏幕，确定预订客人没有登记入住，预订不是重复预订。3.预订主管将和客人联系：核实抵达日期是否正确。如果客人取消预订，应有一个取消号码。告知客人预订未到引起的费用。4.如果预订属于酒店的前20名客户之一，此事要交给营销总监酌情处理。5.在客人及公司档案中做上记号，表明预订未到费用已被取消。如果一再发生预订未到情况，应引起主管的注意，并让销售部和公司联系。6.如果需要收取客人的预订未到费用，要打印客人档案。