酒店前厅前台接待服务手册 GSA-032 Relocation of the Guests 客人的重新安置.doc

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1、前厅前台接待服务手册国际酒店前厅部服务程序Front Office STANDARD OPERATING PROCEDURES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。 Resor

2、t Changbaishan Changbaishan SuitesHOTEL度假酒店HOTEL套房假日酒店Policy Number 序号:GSA/P&P-D032Effective Date 实施日期 :Policy & ProcedureFront Desk制度和程序Supercedes No. 废止号 :Prepared By 制定人 :Front Office Mgr.前厅部经理Relocation of the Guest客人的重新安置Approved By 批准人: General Manager总经理Distribute to分发:Front DeskPage 3 of 4Ob

3、jective 目标: To achieve guest satisfaction.为了使客人满意Procedures 程序: 1. FOM and Duty Manager should review all arrivals and decide which individuals should be protected from a possible full house situation.前厅部经理和值班经理需要查看所有的预抵客人名单，并确定在满房情况下哪些散客需要被保护。2. Room availability at competitors, where “Walk in Rate

4、s” have to be established that should be reviewed hourly during the day. Reserve rooms from other hotels as backup should be considered depending upon number of rooms over booked.如果竞争对手中有可卖房，并给出的是“散户价”那么就要全天随时询问价格变化。根据超出的房间数量考虑在其它酒店定房。3. FOM or Duty Manager/Loyalty Manager should be on hand to perso

5、nally handle relations with all guests to be walked.前厅部经理或值班经理与忠实客户经理一起处理需要重新安置的客人。4. Once we find ourselves in a situation where we must relocate guests, It is our responsibility to provide every possible help to the guests. The guests must be transferred back and forth to a comparable hotel nearby

6、 or sister hotel with account settlement by our hotel for one night only for those who are under guarantee reservations, VIPs and very regular guests.当发现我们需要重新安置客人的时候，我们需要为客人提供任何帮助。已做担保预定的客人及贵宾和常住客人需要被安置到附近酒店或者姐妹酒店，只入住一晚，当晚房费由酒店支付，转天由酒店车辆接回。5. The relocated guests names, and the hotel where they wer

7、e relocated to is to be given to the Guest Service Center for reference or referral of any incoming calls for those guests.被重新安置的客人姓名以及被安置的酒店地址需要通知给宾客服务中心以便来访者查找。6. If the relocated guests plan to stay more than one night in the city, we must send limousine to pick the guests back in the next mornin

8、g, and to provide upgraded guests accommodations regardless of our selling status.如果被重新安置的客人不只住一个晚上，我们需要在转天早上安排车辆将客人接回酒店，并且可以不用考虑当前酒店销售状况直接安排升级。7. Duty Manager or Front Office Manager should call the guests to extend every courtesy.值班经理或前厅部经理必须致电客人以维持服务的持续性。8. Whenever our selling status shows 58% m

9、ore reservations than available rooms, we are in a potential relocate of guests situation.当预订数量超出可卖房的38%，我们就会处于重置客人的局面。9. The following types of reservations will be pre-blocked (pre-registered) and should be held all night:下来预定类型需要提前分房（提前登记）并保证留房：a) Returning relocated guests (from the previous nig

10、ht)回店的重置客人（前一晚的）b) Designated VIPs指定的贵宾客人c) Regular guests常住客d) Guests with advanced deposits or guaranteed reservations已预付费的客人或者有担保预定的客人10. The following types of reservations should be considered last for relocation, these reservations may be pre-blocked, but should be released if necessary. Each

11、guest in this group should be evaluated on the individual merit and approached according to actual arrivals:以下预定类型需要最后考虑重置，这些预定可能被预先分房，但在必要时刻必须放出。这类客人必须需要按照个人情况考虑并考虑实际到店的客人。a) Group Members (most)团队成员b) Guests with approved direct billing享有可以直接结算待遇的客人c) New reservation without corporate company cont

12、ract无合作公司合约的新预订11. The following guests should be solicited early in the day to reduce over booked situation. After this option has been exhausted, the profile of those guests to be relocated are as follows:下列客人需要在白天的时候提早与客人联系以减少超额预定的数量。将这部分客人筛选之后，其他客人按照下列顺序安排重置：a) Transient (discount rates)折扣价格b) N

13、on-Corporate guests非公司客人d) Self booked guests自行预定e) One(1) night only guests仅入住1晚的客人12. Reception Manager/FOM should do the actual “Relocation” of guests.前台经理或前厅部经理完成“重置”工作。13. As the guest approaches the desk, the following “script” should be used:当客人到前台时，会遇到以下情形： “Mr/Mrs (name), Im terribly sorry,

14、 but a Group that was expected to check out today didnt leave and unfortunately we are unable to honor your hotel reservation. We regret for that, however, we have reserved a room (at the name of hotel), which is at our hotel category. We have already made arrangements to transfer you there, we will

15、 be more than happy to make arrangements to pick you up at the (name of hotel) and bring you back here tomorrow. Again I apologize for the inconvenience”. “XX先生/女士，非常抱歉，因为今日原本要离开的一个团队没有离开，因此不能为您安排住房。非常抱歉。不过，我们已经在XX酒店为您预定了房间，价格与我们酒店一致。我们已经安排了车辆送您过去，而且我们还会安排车辆明天把您接回酒店来。对于给您带来的不便我们觉得十分抱歉。”14. Points To

16、 Remember When Relocation a Guest记录重置客人的时间a) Be extremely polite, yet firm. 务必礼貌b) Take the blame (responsibility) immediately. 即刻承担责任c) Never become defensive. 不可抵抗d) Be reassuring and calm. 塌实平静e) Do not dwell on our overbooked situation, instead focus on the steps taken to minimize the guests inc

17、onvenience, i.e.:不要与客人过多谈论超额预订，要尽可能减少带给客人的不便，例如：-Complimentary accommodation at a comparable hotel 同等类型酒店的免费住宿-Free of charge transfers provided to and from the hotel 酒店间的免费车辆接送-Messages will be forwarded to the new hotel 留言递送-First available accommodation at our hotel, if the guests are returning t

18、he next day. 如果客人转天回店，第一时间安排住房f) Make arrangements with Concierge for immediate transfer to the alternative hotel. Ascertain if the guests will be returning the next day the Duty Manager or Reception Manager/Front Office Manager must call guests at the comparable hotel for the readiness or return.与礼

19、宾部联系确认到另外酒店的车辆安排。与客人确认是否在转天回酒店，值班经理或前台经理或前厅部经理需要做好客人回店的安排。g) Fill out the “Relocated Guest Log” using the information supplied by the guests on their registration cards for accuracy.按照入住登记单的项目填写“重置客人日志”。h) Leave a copy of the relocation Log and any other pertinent information for the Guest Service A

20、gent on morning shift for follow up, as far as transfer and accommodations are concerned.备份一份客人重置日志以及其他相关信息给早班的前台员工以跟进车辆解送及住宿等。i) For each relocated guest, “Previously relocated guests” with input in the remarks area in the guest history. This will help prevent the relocated guests from being reloca

21、ted again.对于每一位重置客人，需要在客人客史资料的备注处注明“以往重置客人”。这样会避免下次再将该客人重置。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附件：酒店各部门组织架构总经理办公室:GM 人力资源部:HR 财务部:FN 销售部:S&M餐饮部:F&B 前厅部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康乐部:ENT 市场传讯部MC酒店各职位英文缩写Board Chairman (Director) 董事长GM-GENERAL MANAGER 总经理 DGM-DUTY GENERAL MANAGER 副总

22、 DOR-DIRECTOR OF ROOMS 客务部总监 AM-ASSISTANT MANAGER 大堂经理 FO-FRONT OFFICE 前厅部DOM-DIRECTOR OF SALES&MARKETING 销售部总监 FOM-FRONT OFFICE MANAGER 前厅部经理 F&B-FOOD&BEVERAGE 餐饮部 CON-CONCIERGE 礼宾部 BC-BUSINESS CENTER 商务中心 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力资源部FN-FINANCIAL DEPARTMENT 财务部 FC-FINANCIAL CONTROLLER财务总监 A.T.K Administrative total kitchen行政总厨 Revenue Manager收益管理经理 RECP-RECEPTION 接待处 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店管理之家