Front Office Reception國(guó)際酒店前臺(tái)管理操作程序資料RM-FO-Rec-019 Turn Away婉拒

1、國(guó)際酒店前廳部操作手冊(cè)前廳部Front Office前臺(tái)服務(wù)程序國(guó)際酒店管理資料手冊(cè)International Hotel Management Information Manual前臺(tái)是展示酒店的形象、服務(wù)的起點(diǎn)。對(duì)于賓客來說，酒店大堂前臺(tái)是接觸我們酒店的第一步，是對(duì)酒店的第一印象，是非常重要的。 制定前廳部標(biāo)準(zhǔn)運(yùn)作程序手冊(cè)的目的制訂本手冊(cè)是為了說明酒店管理前廳部標(biāo)準(zhǔn)運(yùn)作的政策和程序，確保前廳部運(yùn)營(yíng)及管理工作的一貫性。向前廳部工作人員提供日常工作及培訓(xùn)的指導(dǎo)。使前廳部員工了解前廳的作用，了解前廳運(yùn)作及管理的政策和程序。LOCAL STANDARD OPERATING PROCEDURES本地

2、標(biāo)準(zhǔn)操作程序LSOP No.:RM FO FD -019Effective Date:Division:Front Office前廳部Revised Date:Section:Reception前臺(tái)接待員Prepared by : Approved by批準(zhǔn)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，酒店不能為客人提供房間POLICY政策：To minimize compla

3、ints and inconvenience to patrons by assisting the guest for alternative accommodation in every way possible.為了避免客人投訴和造成客人不便，盡力為客人安排其它住處。PROCEDURES 程序： 1. There are five types of turn away and subsequently their respective treatment varies slightly:“ 婉拒 ”有以下五種情況，因此處理的方式上也有一些區(qū)別：1) No Reservation Turn

4、 away無預(yù)訂客人的“ 婉拒 ”Definition: A walk in guest that does not have a prior reservation made for arrival.定義：無預(yù)訂的臨時(shí)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前臺(tái)接待員.處理程序：介紹客

5、人到同檔次酒店住。如果客人愿意，可以將姓名和入住酒店名留在前臺(tái)。2) Claim Reservation Turn away聲稱有預(yù)訂客人的“婉拒 ”Definition: A guest who claims having a reservation, which cannot be traced upon check in and the hotel is fully booked.定義：客人入住時(shí)聲稱有預(yù)訂但電腦內(nèi)找不到，而酒店此時(shí)已經(jīng)客滿。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. 處理程序: 試圖在系統(tǒng)中找到客人預(yù)訂。如果找不到，通知賓客服務(wù)經(jīng)理，賓客服務(wù)經(jīng)理必須妥善處理客人問題，使客人滿意。3) Late Turn away延遲入住客人的“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.定義：客人有一個(gè)指定時(shí)間的保留預(yù)訂并且客人過時(shí)未到。盡力幫助客人多保留一個(gè)小時(shí)的房間。Procedure: Place the guest in a hotel with comparable facilities and rates. Transportation paid to the alternate hotel. Guests name placed in Reception前臺(tái)接待員 every attempt must be made to get the

8、 guest back the following morning. If the guest decides to move and stay at Hotel.處理程序：將客人安排在同檔次酒店，并由本酒店代付交通費(fèi)。將客人姓名留在前臺(tái)，并盡量安排第二天將客人接回本酒店，如果客人愿意回本酒店，應(yīng)于客人抵達(dá)前提前準(zhǔn)備好房間并按照貴賓接待。4) Guaranteed and Confirmed Reservation Turn away有擔(dān)保和確認(rèn)預(yù)訂客人的“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.定義：客人用個(gè)人信用卡或公司擔(dān)保的預(yù)訂，或者客人比指定的時(shí)間早到，而酒店無法提供房間。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前廳部 Manager or Guest Service Manager and escorted to the room. Full VIP treatment will be extended, with an apology letter from the General Manager總經(jīng)理.程序：安排客人在同檔次的酒店入住并由本酒店負(fù)擔(dān)一天的房費(fèi)和交通費(fèi)。如果客人要求，可以免費(fèi)打長(zhǎng)途電話(最長(zhǎng)不超過3分鐘)。第二天優(yōu)先安排房間和車輛接客人回本酒店。將客人的信息輸入電腦以便查詢。如果客人愿意

12、回本酒店，應(yīng)由前廳部經(jīng)理或賓客服務(wù)經(jīng)理引領(lǐng)至房間內(nèi)登記?？腿税凑召F賓接待并由總經(jīng)理簽發(fā)道歉信。5) Guest not satisfied with hotel offered 由于客人不滿意酒店所提供條件的“婉拒”Definition: The guest not satisfies with hotel offered, such as room type, room rate or hotel facilities.定義：客人不滿意酒店所提供的房型，房?jī)r(jià)及酒店設(shè)備設(shè)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:處理程序：所有由于客人對(duì)以上所及到情況的婉拒，Reception前臺(tái)接待員必須將原因輸入在Opera 系統(tǒng)中。可分為以下幾種原因：i. No Room Available沒有相應(yīng)的房型ii. Rate Inquiry僅僅是詢問房?jī)r(jià)iii. Rate Category Closed曾經(jīng)的房?jī)r(jià)不再提供iv. Rate Resistance客人對(duì)房?jī)r(jià)不接受v. Limited Facilities客人對(duì)酒店的設(shè)備設(shè)施不滿意2. General know

14、ledge:經(jīng)驗(yàn)常識(shí)：1. Every attempt must be made to get the guest back the following day.第二天必須接客人回本酒店繼續(xù)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.在處理第三和第四種情況時(shí)，要將“婉拒記錄記錄”拷屏打印時(shí)間并復(fù)印必要材料給相關(guān)部門。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.在處理第四種情況時(shí)，要發(fā)放本飯店付費(fèi)的確認(rèn)信給客人，或直接傳送到相關(guān)酒店。4. The Front Office前廳部 Manager, Guest Service Manager must handle turn away