国际酒店前厅部预订收益管理-Reservation&Revenue Management-SOP-EO-RES-SUP-01 团体预订GROUP RESERVATION.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:GROUP RESERVATION团队预定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-01Effective 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Standard1. Group reservations and tour bookings will be handled efficiently and accurately to ensure smooth operation for all individuals concerned. 2. Consideration is to be given to group room assignments in order to avoid unnecessary inconvenience to other guests. The Shift Leader will handle all group bookings. 3. Group rates will be kept confidential and not revealed to irrelevant parties.1.团体预订和旅游预订将得到高效准确的处理，以确保所有相关个人的顺利运作。2.为避免给其他客人带来不必要的不便，应考虑团队房间的分配。领班将处理所有的团队预订。3.团队费率将保密，不向无关方透露。Procedure1. When receiving an enquiry for group accommodation, obtain necessary information including:- Number of rooms required- Type of room required, i.e. single, double or twin- Arrival and departure dates- Form of arrival/departure transport with time, i.e. by train, by air, by bus, etc.- Possible food & beverage arrangements- Company or agent responsible for ground arrangements, if applicable2. Check availability of room types for dates required, with consideration given to:- Rate category closeout period- Special events during the period- Estimated FIT and corporate demand- Previous business from same tour/group company- Contracted wholesale group rate, corporate group or ad hoc business3. Where the inquiry has a negotiated contract rate for groups advise availability.4. If there is no contracted rate, advise the caller that we will call them back within 30 minutes to provide the best possible offer. (This will ensure that the rate to be offered can be carefully considered and the legitimacy of the calling party or company can be verified).5. If food and beverage arrangement is required, obtain a quotation and venue details and then provide the information to the calling party/company.6. Advise appropriate hotel policy to the guest:- Advise company of the “deadline” for cancellation, receipt of rooming list and pre-payment- Deposits will be payable within 7 days upon group confirmation - Full Pre-payment by certified check or money order is to be received 24 hours prior to group arrival (Cash pre-payment is acceptable upon group arrival)- Cancellation conditions may vary according to group size7. When booking is accepted, - Record all details on the room reservation form- If booking is received by the XXX department, the associate will pass all the documents including fax copy, group reservation order and the entire updated information, etc to the reservation department. To be completed by Hotel- Enter group master into the Property Management System (PMS, e.g. OPERA, Fidelio), and hold the required number of rooms- Set trace report to follow-up on pre-payment or payment correspondence if credit facility is authorized- Rooming list must be received latest 3 days prior to group arrival - One day before arrival, enter the rooming list into the PMS and set up routing instructions for each room booked to group master to ensure proper payment process. - One day before arrival, pass all the documents about this group, including all the amendments with the latest information on the top, to the front office shift leader on duty. When forwarding the groups documents, brief the shift leader the main points of this group.8. When a group is large or of high monetary value, the Director of Sales & Marketing will be informed and will coordinate a briefing with departments and associates concerned prior to the groups arrival.9. Group rooming lists will be distributed to all concerned departments and associates 24 hours at the latest prior to the groups arrival. 10. Any late changes or amendments to room allocations or meal arrangements must be advised to all outlets immediately. Record the name of the person informed in the group profile.11. Reservation Manager should attend the weekly group meeting with a printed Weekly Group Forecast report.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