国际酒店前厅部预订收益管理-Reservation&Revenue Management-SOP-EO-RES-AGNT-26 额外人员EXTRA PERSONS.doc

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1、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

2、。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:EXTRA PERSONSDepartment(s)部门:EO ReservationPosition(s)职位:Reservations Agent预订代理机构Brand standard ref品牌标准参考.NILReference No参考标准:SOP-EO-RES-AGNT-26Effective date有效日期:SOP Author作者:SOP approved by批准者:Manager of Revenue Managemen

3、t收益管理经理General Manager总经理StandardAll room rates are structured for one or two persons in one room using the existing bedding. When a reservation requires an additional person or an extra bed in the room, the Reservation agent will accurately quote an additional person charge or a rollaway bed charge

4、. 所有房价均为一个房间内一人或两人使用现有床上用品的价格。当预订需要额外的人或房间内的额外床位时，预订代理会准确地报出额外的人费或加床费。Procedure1. When taking the reservation, ask how many people will be staying in the room and confirm the number of adults and children. 2. In case of more than two adults, explain the bedding configuration in the room. Quote the p

5、rice for an additional bed ($XXX + XX%) To be completed by Hotel3. Explain to the caller the limitations of the room size for XX persons and encourage booking for an additional room. To be completed by Hotel4. If the caller does select the option of having additional persons in the room, enter total

6、 number of adults into the reservation in the Property Management System (PMS, e.g. OPERA, Fidelio) and leave a trace for the Front Office and Housekeeping for preparation. Inform the Front Office to assign a room number for the arriving guest and provide this information to Housekeeping in time. Ho

7、usekeeping will prepare the room with a rollaway prior to the guests arrival.5. When the caller requests an extra bed or extra person(s) in the room and the room rate is a package rate inclusive of breakfast or meals, ensure that the caller is aware of the total number of persons included in the pac

8、kage. Any additional persons will pay for the additional breakfasts or meals. - (e.g. When the package rate includes breakfast for two persons, and three persons are staying in the room, then the one additional guest will pay for the one additional breakfast).6. As a general rule, the maximum number

9、 of extra beds in a room is one. Some room types may accommodate one extra bed and one baby-cot ($XXX + XX%), but this depends on the property. To be completed by the Hotel7. When a reservation request indicates more than three adults staying in one room, offer two rooms in the same category. 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