gsa-012extension of stay延住確保房間額外收入和使客人滿意

1、Objective目標(biāo)ToensureextraroomrevenueandtoachieveguestProcedures程序Extension of stay refers to guests who extend his/her stay in the hotel instead of the date announced upon check in. A guest who requested to extend his/her stay in the hotel should always be first priority for the room in high occupanc

2、y period.NonSold-OutPeriod GuestServiceAgentshouldconfirm withgueststhenewdatesofTheguestsshouldbeextendedatthecurrentroom rateunlessitisa/wholesalerateorspecialpackageIf the current occupied rooms are to be assigned for expected arrivals, then we should always to keep theextended stayingguestsremai

3、ningatthe same rooms,but toassign the same type of rooms for the expected arrival guests.Guest Service Agent Shift Leader or Reception Manager must take note on special requests from the advance reservations such as a particular room to be assigned, no smoking room, view, or interconnecting rooms re

4、quests etc.In the event of VIPs special care must be taken when changing an allocation of room, GSA Shift Leader or Reception Manager must take note on requests from on the reservation before changing room blockage.在有VIPThe Guest Service Agent must update the departure dates in the computer, and adv

5、ise Housekeeping of the extension of guests stay.The guests registration cardsmust be updated immediatelyto reflect the newdeparture For any extension of guests stay, Guest Service Agent should request guests to return card keys for re-coding for the new dates of departureIfguestsareat FrontDesk,re-

6、codingistobedone Ifthe guestisinthe room,askaBellmantosend thenewcardkeytotheguestthesame timetakebacktheoldAfter confirmation of extended stay of guests, Guest Service Agent must notify Concierge to send the same day newspaper to guests rooms.If the extended staying guests who are under the pre-pai

7、d clients or letter of guarantee of travel agents or companies, the following steps should be taken:如果延住的客人是提前預(yù)付款的或者是旅行社或公司信件擔(dān)保的，要按照以下的步驟辦理：GuestsshouldbeofferedthesamedaybenchmarkThose guest who are under letter guarantee for room account settlement, their accounts should be closed and open a new r

8、oom account with new rate for guests own account which are to be settled upon departure.如果是房費擔(dān)保的客人，他們的賬目將被關(guān)閉，同時以新的房價開設(shè)一個新的賬目，Sold-OutPeriod There are some situations that it is impossible to confirm a request for extension of stay,the GuestService Agent ShiftLeaderor ReceptionManagershouldadvisegues

9、ts that theywillbe enlist on a waitlist, where theywillbe notified immediatelywhen a room becomes available.有些情況是不能確認(rèn)是否可以延住的，前臺領(lǐng)班或接待經(jīng)理要告訴客人我們會把客人放If there is a room available in a high occupancy dates all in-house guests who are on the waitlist should be given first priority for room.If the waitlist is unclear before 14:00, the Guest Service Agent Shift Leader or Reception Manager will source every means and to provide assistance in allocating alternate accommodation outsid