国际酒店前台管理操作程序资料Front Office Reception RM-FO-Rec-018 Free & Forced Upgrade免费强制房间升级.doc

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1、国际酒店前厅部操作手册前厅部Front Office前台服务程序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。LOCAL STANDARD OPERATING PROCEDURES本地

2、标准操作程序LSOP No.:RM FO FD -018Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Free/Forced Upgrade Room 免费/强制房间升级_OBJECTIVE目的：In the interest of guest relations and for marketing purposes为保持良好的客户关系和市场的需要POLICY政策：Certain guests may be upgrad

3、ed to another room Category.对于某些客人我们要给免费升级到高级别的房间。PROCEDURES 程序： 1. Except the General Manager总经理 & Resident Manager, Management staff below will have the authority to decide on and approve upgrade to guests:除了总经理 & 驻店经理, 以下管理人员也有权力决定和批准为客人房间升级： Director of Marketing市场销售总监 Front Office前厅部 Manager/As

4、st. Front Office前厅部 Manager前厅经理/助理前厅经理 Director of Sales销售总监 Director of Events宴会统筹销售总监 Guest Service Manager宾客服务经理 Guest Service Officer宾客关系主任2. Guest Service Manager, Guest Service Officer may, and must, upgrade on their own initiative to resolve guest disputes, compensate for errors or delays etc

5、. Such initiatives are encouraged to ensure total guest satisfaction.宾客服务经理，宾客关系主任为解决客人的质疑或祢补一些工作中的失误，有时需要主动为客人房间强制升级，以保证客人满意。3. Marriott Rewards Member “Silver” member can be upgrade to a better Room at same room category upon check-in. * subject to availability*万豪礼赏俱乐部“银卡” 会员在入住时，可以升级到首选房型。“此情况需根据

6、酒店预定情况而定。4. “G” member will be upgraded to best available room, including at check-in ocean view room.万豪礼赏俱乐部“金卡” 会员在入住时，可以升级到首选房型包括海景房。“此情况需根据酒店预定情况而定。5. “P & P Premier” member must be guaranteed upgraded to select standard suite.万豪礼赏俱乐部“P&P Premier”会员在入住时可升级到酒店当时最好的房间直至标准套房。6. All upgrade need to

7、key in the upgrade reason and approval people name For Example：所有房间升级需在电脑中注明升级原因及批准人姓名，例如： Free upgrade:UG Per DOS，UG Per M/R P，UG Per GSM +Name Etc.免费升级 Force upgrade:FUG Per GSM due to xxxxx(reason) 强制升级7. If it is after 15:00 (the guaranteed check-in time), and the next category of room might be

8、available. A force upgrade will be given by Guest Service Manager or Team Leader, then inform the guest that they are being upgraded.如果客人在15:00后入住(酒店保证的登记入住时间)，并且房间在允许升级的情况下，宾客服务经理或主管可对房间进行强制升级，同时告知客人。8. It is understood, and strictly requested, that upgrading is kept to an absolute minimum and must not be applied as a regular discount.同时需明确，对于免费升级也要严格控制，不要过分地依赖而把它当成一种为客人打折的手段。为客人免费升级要有明确的原因。Reviewed by审核人 : Approved by批准人: _ Division Head部门主管 General Manager总经理酒店管理手册前厅、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