酒店避免跑单管理程序.docx
酒店避免跑单管理程序_物业经理人来源自 物业经理人 酒店避开跑单治理程序 Objectives 目的 *To control the number of sellable rooms 掌握可销售房间的数量 *To avoid skippers 避开跑单 Policy Statement 政策阐述 It is the hotels policy that all due out guests after 18:00 hours are contacted and that their check out time is established. 该政策旨在，在18点以后联系并告知要离店的客人离店时间已经确定。 Procedures 程序 1.Check the number of due out guests at 12:00 hours. 在12点以后确定期望离店的客人数量。 2.Check the number of due out guests at 14:00 hours 在14点以后确定期望离店的客人数量。 3.Check the number of due out guests at 16:00 hours 在16点以后确定期望离店的客人数量。 4.Check the individual guest folios and check the check out times in the folio 检查独行客人的便笺，在便笺中确定其离店时间。 5.Contact the guests that exceeded their check out time by more than 1 hour by telephone and ask politely about their check out time 假如客人超越了其离店时间1小时以上，礼貌地于其联系，并确定其离店时间。 6.Check the number of due out guests at 18:00 hours 在18点以后确定期望离店客人的数量。 7.Start calling all due out guests at 18:00 hours and inform politely about their check out time if not specifically mentioned in the folio. 假如客人没有在便笺上特意注明，在18点时，开头有礼貌地提示全部期望离店客人其离店时间。 8.If the guest is not in the room, leave a message (see sample below). 假如客人不在房间内，留下信息（样本见下）。 9.If the guest did not reply by 19:00 hours, check the room physically: 假如客人在19点时仍没有回复，则检查房间： a) No luggage: probably the guest left without settling the bill (skipper) -or the Front Desk Agent forgot to check out the room in the system. 没有行李：客人可能没有结帐就离开（跑单）或者前台遗忘将其离店房态输入系统。 b) Packed heavy luggage: most likely the guest checking out soon. 行李已经装载就绪：最有可能性的是客人马上离店。 c) Heavy luggage not packed: probably the guest is extending his stay 行李还没有装载：很有可能是客人要延迟其逗留。 d) Light luggage: probable skipper 轻装：可能跑单。 10.If there is still not reply at 20:00 hours and there is luggage in the room, extend the departure date of the guest with one day and keep following up with the guest in order to get the correct check out date. 假如在20点仍旧没有回复，而行李仍在房间内，则延长其离店时间一天并和客人联系以更改其离店时间。 GUEST MESSAGE留言 Dear GUEST NAME, 亲爱的×××（客人姓名） We have noted that your check out date is today. 我们已经接到通知，您的离店时间是今日 In case you like to request a late check out or extend your stay, please do contact the Guest Services Officer at extension EXTENSION NUMBER. 假如您期望延迟离店或连续住店，请与客户效劳中心主管联系（电话号码是 ）。 Thank you.为感！ YOUR NAME （你的姓名） 来源自 物业经理人
