萬豪酒店前廳部SOP標(biāo)準(zhǔn)運(yùn)作程序-英文版

1、 Local Standard Operating ProceduresFront OfficeRM-01-001 Front Office TerminologyFront DeskRM-01-003 Check-In and Check Out Procedures RM-01-004 Computer Input RM-01-005 Advanced Guaranteed Payment on RoomsRM-01-006 Express Check- OutRM-01-007 Late Check- OutRM-01-008 No Show Charge RM-01-009 Use D

2、ecoder to Open Guest Safe BoxRM-01-010 UpgradingRM-01-011 Disabled Guest RoomRM-01-012 Room InspectionRM-01-013 Day Use RoomsRM-01-014 Extensions of Stay RM-01-015 Hotel Key Control ProcedureRM-01-016 Relocation of Guests RM-01-017 Safe Deposit Box RM-01-018 Folio Transfer RM-01-019 Rebates and Paid

3、-OutsRM-01-020 Credit Check ReportRM-01-021 Contingency ReportRM-01-022 Guest Information CheckRM-01-023 Guest SecurityRM-01-024 Marriott Rewards Enrollment LOCAL STANDARD OPERATING PROCEDUREShenyang Marriott Hotel Subject: FRONT OFFICE TERMINOLOGYLSOP No.: FO-01-001 Issued By : Front Office Manager

4、Effective Date: November 1,2003 Approved By : General ManagerPage: 1 of 10Distribution : Executive Committee/ Department Head AObjective:To ensure Front Office associates having a better understanding about the Front office Terminology for easy operation.Policy:It is policy of the Shenyang Marriott

5、that all Front Office associates can identify and are familiar with the Front Office Terminology.Procedures:ACCEPTED CREDIT CARDS:American Express AXDiners Club DCVISA VSMaster Card MCJCB JCGreatwall GWGuangfa GFPeony - PNADJOINING ROOMS:Two(2) separate rooms with a common wall.ADVANCE DEPOSIT:Payme

6、nt in advance on an account in order to assure a room being held after 6:00pm and guarantee reservation. This is not to be confused with a PIA.AGGRESSIVEHOSPITALITY:Greeting and serving each guest with a positive, courteous and friendly attitude.AMBULATORY ROOM:Room especially equipped for wheelchai

7、r patients.ASAP:As Soon As PossibleLOCAL STANDARD OPERATING PROCEDUREShenyang Marriott Hotel Subject: FRONT OFFICE TERMINOLOGYLSOP No. : FO-01-001 Page : 2 of 10AVAILABILITY:Denotes a conditional status of rooms. “Space available” means a room can be obtained through reservations or registration.BAC

8、K TO BACK:This is when one group is brought into the hotel just as another group is ready to depart.BANK:Money from which the cashier makes change, cashes checks etc. The bank is always compiled before the deposit and must always equal a specific amount.BELLMAN:Not Bellhop, Not Bellboy. A Bellman is

9、 the associate who aids the guest in service to the room.BLOCKED:A reservation for which a specific room has been reserved.BOOKED:Reservations can only be accepted for a group or convention still holding open room blocks.BUCKET CHECK:Verification that information on registration cards is identical t

10、o information of the computer.CALL ACCOUNTING: Computer system that tracks guest telephone calls.CANCELLATION LOG:Book for recording all cancellations, name changes, date changes and cannot find reservations.CANCELLATIONNUMBER:Number given to a customer who is canceling a guaranteed reservation. The

11、 number appears on the Computer Screen when a reservation is cancelled.CHECK IN:The formalities attendant to arrival at a hotel including signing of registration card.C/I: Check-inLOCAL STANDARD OPERATING PROCEDUREShenyang Marriott Hotel Subject: FRONT OFFICE TERMINOLOGYLSOP No. : FO-01-001 Page : 3

12、 of 10CHECK IN TIME:Most hotel days begin at 6:00am, however an arriving guest may be unable to occupy his/her room until after the established check out time which is 11:00am. Our will be 24 hours around the clock.C/O: Check outCHECK OUT TIME:All hotels post a time by which a guest must vacate thei

13、r room. Our check out time will be 24 hours from the point of check in. Late checkouts must be approved by the Guest Service Manager and the Housekeeping department must be notified. In the event a late check out is approved, it must be noted in the departure time field.CITY LEDGER:A guests account

14、that is no longer active in the Front Office but is still active in accounts receivable in the Accounts department.COMP:This refers to complimentary accommodations.COT:Babys bed.CLUB MARQUIS:A program to honor and acknowledge a select group of very special Marriott customers.CONFIRMATION:Record of r

15、eservation information mailed to a guest.CONNECTING ROOMS:Two (2) rooms with a common door other than the hallway door.CTC:Call to Confirm. Term used whenever a guest calls to verify a reservation.DAILY COUNT:Records the number or arrivals and departures and the total number of rooms to sell.LOCAL S

16、TANDARD OPERATING PROCEDUREShenyang Marriott Hotel Subject: FRONT OFFICE TERMINOLOGYLSOP No. : FO-01-001 Page : 4 of 10DATA LINK:Enables two(2) computer systems to talk to one another.DAY RATE:A special rate for non-overnight use of a hotel room. The time period covered is 6:00am to 6:00pm. Our rate

17、 will be 50% of the rate.DEPOSIT: A Cashiers net receipts for the day.DIRECT BILL:An account with a debit that is sent to the Accounting department for billing. These must be approved in advance by the Credit Manager.DIRECT PAY:An account with a credit that is sent to the Accounting department for a

18、 credit refund to be issued.DISCREPENCY:When Housekeeping and Front Office have a different status for the room. One is reported either Occupied Vacant(OV) or Vacant Occupied(VO)DNA:A guest with a time arrival reservation (6:00pm) who does not arrive.DOUBLE ROOM: Two(2) people in a room.DOUBLE DOUBL

19、E: Two doubles sizes beds in a room.EARLY ARRIVAL: This term refers to the guest who arrives at the hotel before the scheduled check in time. Depending upon the availability of rooms the guest will either be assigned a room or asked to check any bags and return at a later time when rooms are ready.E

20、TA:Estimated time of arrival.ETD:Estimated time of departure.FOLIO:Record of guest charges and transactions.LOCAL STANDARD OPERATING PROCEDUREShenyang Marriott Hotel Subject: FRONT OFFICE TERMINOLOGYLSOP No. : FO-01-001 Page : 5 of 10FORECAST:A weekly report that forecasts the next two(2) weeks perc

21、entage of occupancy.FRONT:The Bellman is next for a tip assignment.GRAND MASTER KEY:Key that will open all hotel doors and pin out locks.GROSS REVENUEREPORT:Reconciliation of all activity in the hotel based in statistics and dollars. This is done daily by the accounts department.GROUP BUSINESS:Room

22、reservations booked through the Sales department, ten(10) rooms or more.GROUP ROOM BLOCK:Specially assigned group of rooms for a Sales department group.GTD:Guaranteed.GTD NO SHOW:A guest with a guaranteed reservation who does not arrive.GUARANTEEDRESERVATION:A reservation whose payment is guaranteed

23、 in the event of a no show. These are made by approved companies or credit card information.GNR:Guest name record.HARDWARE:The actual parts of a computer.HOSPITALITY SUITE:A hotel suite, lounge or studio engaged for the entertainment of those attending a convention or meeting.LOCAL STANDARD OPERATIN

24、G PROCEDUREShenyang Marriott Hotel Subject: FRONT OFFICE TERMINOLOGYLSOP No. : FO-01-001 Page : 6 of 10LAST MAN:The Bellman who just came back from a tip assignment and is available for a non-tip assignment.LETTER OF CREDIT:A letter submitted on company stationery to the hotel Credit manager request

25、ing billing procedures. When approved by the Accounts department, the Front Desk is given guests name and information so that the account will be handled properly at check out.LOUNGE SET UPSHEETS:The sheet describing the requirements for a meeting set up in a parlor room.MARKET CODE:Codes establishe

26、d for different markets using our hotel.MARRIOTT PREFENCE PLUSCLUB 100:An exclusive club for secretaries and their bosses who use the hotel often for reservations. Rooms are held each day for members in order that they will seldom have been turned down.MASTER KEY:Will open almost all doors in the ho

27、tel but will not open pinout locks.MASTER BILLING:The total charges of a group which are to be billed to a company.MOD:Manager on duty; the individual legally in charge of the hotel in the absence of the General ManagerMULTIPLE:Room with more than two(2) occupants.NO ARRIVALS:A reservation cannot be

28、 accepted for arrival that day. However , a reservation can be accepted for a previous day and can be booked through the No Arrivals day.LOCAL STANDARD OPERATING PROCEDUREShenyang Marriott Hotel Subject: FRONT OFFICE TERMINOLOGYLSOP No. : FO-01-001 Page : 7 of 10NO SHOW:A reservation which is not ho

29、nored and the hotel was not notified to cancel.OFF MARKET ROOM:A room that is out of order, or out of service.OMAHA:Our central reservation service office located in Omaha, Nebraska (800-228-9290)ON CHANGE:An unoccupied dirty room.OOO:Out of OrderPACKAGE:Loosely, an advertised tour. This includes pl

30、ans for honeymoons, Escape Weekends, tours to a single destination which includes prepaid transportation, accommodation, and some combination of other tour elements, etc.PAF:Personnel Action FormPAID IN ADVANCE:An account from whom we have collected in advance for room and tax and will not allow any

31、 charge transactions to be made to the account.PBX:Private Business Exchange, the hotels communication department.PMS:Property Management System (Front Office Computer System).PRE-ASSIGN:Reservation to which the room number is assigned by the room blocking process recorded on the registration card.P

32、RE-BLOCKING:Setting aside of a specific room for same day occupancy by the Front Desk or for a future date by the Reservations department.LOCAL STANDARD OPERATING PROCEDUREShenyang Marriott Hotel Subject: FRONT OFFICE TERMINOLOGYLSOP No. : FO-01-001 Page : 8 of 10PRE-REG/PRE-REGISTER:A reservation t

33、hat has been pre-assigned and checked into the system prior to the guests actual arrival.PPM:Packaging Procedures Manual. Contains information on international. Domestic and special packages available at the hotel.PIN-OUT:The process in which a guests room is double locked with the dead bolt lock an

34、d can be opened with the Grand Master Key only.QUAD:A room with four(4) occupants.RACK RATE:The official tariff as established or posted by the hotel for each room.READY ROOM:Room ready for guest occupancy. Vacant Clean (VC)REBATE:A credit adjustment to a guest account, debit adjustment to revenue.R

35、EGISTRATION CARD:Also known as signature card. Records pertinent.REGO CARD:Guest data.REINSTATE:To re-establish a guest record or folio which has been checked out of the system.RESERVATION:The process of reserving a room for a specified period of time.RFV:Room found vacantROLLOVER:Refers to the comp

36、uters end of day processing.ROOM BLOCK:A specific room held in advance for a particular reservation.LOCAL STANDARD OPERATING PROCEDUREShenyang Marriott Hotel Subject: FRONT OFFICE TERMINOLOGYLSOP No: FO-01-001 Page : 9 of 10ROOM MATRIX:MAP showing the layout of the hotel in numerical and location se

37、quence.SAFE DEPOSIT BOX:A metal box at the Front Desk available to registered guests for safekeeping of items.SECOND EFFORT:A program designed to deal sincerely and efficiently with guests problems.SELL REPORT:A weekly report compiled by the Director of Transient Sales with information regarding the

38、 hotel selling situation. This report will indicate if the hotel is Booked to Capacity (BTC), Sold Out (SO), Accepting No Arrivals (CTP), selling for One Night Only (ONO). SHARE:Two (2) persons in one room maintaining separate accounts.SINGLE: One(1) person in one room.SKIP:A guest who vacates the h

39、otel room without checking out or having arranged a settlement of the account.SIX PM RELEASE:A 6:00pm reservation indicates arrival prior to 6:00pm. Also referred to as a Time Arrival. At 6:00pm the reservation is automatically cancelled.SLEEPER:A room, which is reported, occupied by housekeeping bu

40、t Vacant with Front Office.SOFTWARE: The programming of the computer.SOLD OUT: The hotel is filled to capacity (no rooms available).SOP: Standard Operating Procedures.SPACE AVAILABLEBASIS: Below 95% room occupancy. LOCAL STANDARD OPERATING PROCEDUREShenyang Marriott HotelSubject: FRONT OFFICE TERMIN

41、OLOGYLSOP No.: FO-01-001 Page : 10 of 10SPLIT:One reservation for multiple rooms/multiple names.STAYOVER:A guest who extends his/her stay past the expected departure date.TRANSIENT:A guest whose reservation is not submitted through a group block.T/A:Travel Agent.TIME ARRIVAL:All reservations will ho

42、ld estimated time of arrival.TRAVELLERSCHECKS:Pre-paid checks which function as cash.TRAVELETTER:A type of check drawn on a company or bank.VIP:Very Important person.WAIT:Guest waiting for room assignment because rooms were not available at the time of arrival.WAIT LIST:Record of guests who are awai

43、ting confirmation of wait reservations.WALK IN:A guest who arrives at the hotel without a reservation.WALKED GUEST:A person with a guaranteed reservation that the hotel is unable to honor and must be accommodated elsewhere.WEEKLY FORECAST:Report stating the arrival and departure figures and the expe

44、cted occupancy of the hotel.LOCAL STANDARD OPERATING PROCEDURE Shenyang Marriott Hotel Subject: CHECK-IN AND CHECK-OUT PROCEDURESLSOP No. : RM-01-003 Issued By : Front Office ManagerEffective Date : November 1,2003 Approved By : General Manager Page : 1 of 3Distribution : Executive Committee/ Depart

45、ment Head AObjective:To ensure a consistent standard with the professional manner for guests check-in and check-out at all times to guarantee a good first and last impression towards our guests.PolicyIt is the policy of the Shenyang Marriott Hotel to ensure that all guests are greeted, welcomed warm

46、ly by Front Office associates with enthusiastic smile, maintain eye contact address guests by name and use hospitality attitudes at all time.Procedures:A . Checkin - Corporate Guests With ReservationsThe Airport Representative must meet all arrival guests especially those who are with reservations a

47、nd make transportation arrangements by either bringing the guests to the hotel limousine (if booked) or at last calling taxies for guests if no hotel vehicle or hotel shuttle.The Airport Representative must call hotel Concierge Desk and inform that the guests names when guests are on their way to th

48、e hotel.If the guests take taxies, the Airport Representative should give the guests “Please drive me to” card (A card with the Hotel name printed in English and Chinese) and direct the guests to the taxi stand.When guests arrive at the hotel, the Doorman will accompany the arriving guests to the Fr

49、ont Desk and introduce the guests to Frond Desk clerks, while the Bellman unload the guests luggage.Front Desk clerks must call a duty Guest Service Personnel to meet guests upon arrival at the desk and introduce guests to them. LOCAL STANDARD OPERATING PROCEDURE Shenyang Marriott Hotel Subject: CHE

50、CK-IN AND CHECK-OUT PROCEDURES LSOP No. : RM-01-003 Page : 2 of 3Front Desk clerks will ask guests to present their passports or ID Cards for registration. Guest Service Personnel should assist guests for registration.Front Desk clerks should imprint guests credit cards or ask for cash deposit upon

51、completion of registration. For advance payment guests, they are requested to pay cash advance. A total amount covering for length of stay plus 15% service charge and RMB1,000 for guests incidentals.Front Desk clerks will inform guests Express Check-out facilities by inserting Express Check-out slip

52、 into his/her Welcome Booklet if the guests are using one of the credit cards of American Express, Dinners Club, Master Card, JCB or Great Wall Card.Front Desk clerk will complete the Welcome Booklet with full name of guest, room number, room rate and arrival, departure dates. Guests are requested t

53、o sign the Welcome Booklet.For Mr/Mrs and family only one Welcome Booklet is issued.Card key should be coded with duration of stay and inserted into Welcome Booklet.After the registration cards are completely filled with guests signatures, Front Desk clerks will hand over the Welcome Booklets to Gue

54、st Service Personnel for escorting guests to their rooms.Upon guests leaving the Front Desk, Front Desk clerks must say to guests for “an enjoyable stay”.Front Desk clerks will inform Bellman of the guests assigned room numbers for delivery of their luggage.Guest Service Personnel is to escort guest

55、s to rooms and introduce room facilities with usage of all in room electrical appliances.For Executive Floor guests Guest Service Personnel will introduce Executive Floor privileges to guests.Upon departing from the guests room, Guest Service Personnel must wish guest a pleasant stay.Bellman will br

56、ing luggage into room once Guest Service Personnel departs.B. Check- in-Walk ins Front Desk clerks greet and welcome guests and ask for the guests names when guests approach the Front Desk for check in. LOCAL STANDARD OPERATING PROCEDURE Shenyang Marriott Hotel Subject: CHECK-IN AND CHECK-OUT PROCED

57、URES LSOP No. : RM-01-003 Page : 3 of 3Front Desk clerks must call a duty Guest Service Personnel to meet guests upon arrival and introduce Guest Service Personnel to guests.Front Desk clerks and the Guest Service Personnel will use selling technique to sell room to guests.Blank registration cards a

58、re always ready, Front Desk clerks will ask guests to present their passports or ID Cards for registration. Guest Service Personnel should assist guests for registration.Guests are asked to verify personal details if any and to sign registration card on the signature column.The following procedures

59、are to follow ” Checkin - Corporate Guests With Reservations” 7-16.Front Desk clerk should call the Front Desk Supervisor in case of any difficulties dealing with guests.Check-outGuest Service Personnel will contact guests who are leaving next day to ask for the departure time, whether airport trans

60、fer and Express Check-out (for eligible guests) are required upon departure. Concierge Desk and Front Desk will be informed.For Express Check-out, Front Desk clerk is to prepare the bills and have them sent to guest room by 5:00 in the morning.For normal check-out, Front Desk clerk will handle guest