前厅部前台岗位技能培训标准国际星级酒店宾馆手册 RM-FO-GS-19-04 Late Check Out Charge 延迟退房.doc
LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO GS-19-04Effective Date:22/10/2013Division:Front OfficeRevised Date:22/10/2013Section:ReceptionPrepared by : Lynn LiuApproved by:SUBJECT:Late Check out 延迟退房_OBJECTIVE目的：The hotels check-out time is 12:00 noon, which can be extended to 13:00pm without charge, subjected to availability. Check-out time for Marriott Rewards Member refer to Marriott Rewards Guidelines酒店客人正常结账时间是中午12:00点，根据酒店入住率不收费最晚可延迟到14:00点POLICY政策：Guest late check out request should handle flexible, it is subjected to room availability.客人延迟退房需求应灵活处理, 但需根据酒店住房率情况而定。PROCEDURES 程序： 1. When a guest checks out after the hotels check out time, follow the regular procedure for checking out a guest, but check to see if any late charges should be added to the guests account.如果客人超过正常结账时间退房，按照正常结账程序进行，但要核对延迟退房是否收费。2. All late check out information should pass to housekeeping before 14:00, GSO need to input comment in opera comments.所以延迟退房信息需与每日下午14:00前通知客房部，前台主管需在酒店系统中注明客人延迟退房信息。3. Guest who has requested late check out, a reminder of renew guest room key should pass to guest for their acknowledge.对于有延迟退房需求的客人，前台应告知客人需更新钥匙信息。4. The GSM who authorizes the late check out will note in the guest folio whether the late check out is chargeable or complimentary. Although hotel revenue must always be maximized, discretion and flexibility must be used, depending on availability, guest, company, VIP, etc.如果宾客服务经理同意客人延迟退房，需要在电脑备注中注明是否收取延迟退房的费用。虽然酒店的收入要不断的增加，但可根据当天的可卖房情况，客人的种类，公司及是否是贵宾客人可灵活处理。5. Guidelines for late checkout are as follows延迟退房标准如下：Ø Reception ambassador can offer free late check out until 14：00 前台大使可为客人免费延迟退房到下午2点；Ø GSO can offer free late check out until 15:00前台主管可为客人免费延迟退房到下午3点Ø GSM can offer Free late check out until 16：00 宾客服务经理可为客人免费延迟退房到下午4点；Ø FOM&AFOM can offer free late check out until 18：00 前厅经理和助理前厅经理可为客人免费延迟退房到下午6点 6. Late Check out Charge:延迟退房费用：l Ambassador collect late checkout charge RMB200 from guest, post the charge to guests bill with the code part day #16200, print out the billing and hand over to Key driver.大使通过提供客人延迟退房至下午18：00收取的RMB200费用，用Part day#16200的code 入账，客人结账后打印账单，下班前提交给GSM。l Key driver adjust the part day incentive to TSA report after receive the part day bill from Reception.宾客服务经理收到大使递交的半天放费收入的账单后，将该笔奖励输入到TSA报表中，和upsell 一起计算。l Ambassador collect late checkout charge RMB200 from guest, can also get 10% incentive. 大使通过提供客人延迟退房至下午18：00收取RMB200的费用，可获取10%奖励。l According to the Rate of T/A(guest booking from T/A and settle room rate in reception)l According to the T/A rate, guest settle the payment with T/A, it would need guest to contact with T/A· 7. After 18:00 Charge guest by full of BAR room charge 但若客人需18:00以后退房，前台将按当天可卖房价全额收取。8. Notify the GSM on every late check-out request without charge. 宾客服务经理要在未被收费的房间注明原因。9. General Manager/ Director of Rooms / Director Of Marking / Director Of Revenue Management/ Front Office Manager /Guest Service Manager can approve late总经理，房务总监, 市场销售总监,收益总监,前厅部经理和宾客服务经理有权批准延迟退房。Reviewed by : Approved by: _ Division Head General Manager2
