国际酒店前厅部预订收益管理-Reservation&Revenue Management-SOP-EO-RES-SUP-07 关闭时间CLOSED OUT PERIOD.doc

国际酒店预订收益管理-Reservation&Revenue Management前厅部Front Office国际酒店预订收益管理Reservation&Revenue Management SOP国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。Standard Operating Procedure标准操作程序SOP Title标题:CLOSED-OUT PERIOD封闭期Department(s)部门:EO ReservationPosition(s)职位:Reservation SupervisorBrand standard ref品牌标准参考.NILReference No参考标准:SOP-EO-RES-SUP-07Effective date有效日期:SOP Author作者:SOP approved by批准者:Manager of Revenue Management收益管理经理General Manager总经理StandardReservation agents will not accept reservations in the event of:1. Closed out periods2. Room type closure 3. Rate category closureReservation agents will be aware of, and constantly monitor the closed out periods of the hotel. Closed out dates will be updated regularly by the Reservation Manager to maximize opportunities for incremental revenue. When the hotel is closed out for any date, room type or rate category, the Reservation agent will recommend alternative accommodations, and where possible, waitlist the booking in case of cancellations.预订代理将了解并持续监控酒店的关闭时间。预订经理将定期更新结束日期，以最大限度地增加收入。当酒店因任何日期、房间类型或价格类别而关闭时，预订代理将推荐其他住宿，并在可能的情况下，在取消预订的情况下列出预订的等待名单。Procedure1. All Reservation agents will be aware of close out periods and the reasons for the closeout by the Assistant Reservation Manager. Close out periods could include:- Total hotel- Particular room type- Particular rate category2. Reservation agents will be knowledgeable and mindful about the differences of the above various types of close out periods.3. If an individual requests accommodation during a closed out period, the Reservation agent should determine the best option to offer the guest depending on the reason for the close out, which may include:- When the hotel is completely closed out, guest booking (particularly if guests are regular or preferred corporate clients) will be waitlisted and alternative accommodation will be recommended.- If a particular room type is closed out, the guest will be offered an alternative room type (with the room type requested placed on a waitlist if the guest insists).- If a particular rate category is closed out, the guest will be advised that the particular rate category or discount level during the requested period is not available. The Reservation agent will offer the first available period before and after the period requested. Using a waitlist will be discouraged.4. All system overrides during close out periods will be authorized by the Reservation Manager and processed by the designated Reservation shift leader.Supporting Documents支持文档NIL-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP酒店管理之家