国际酒店前厅操作手册-SOP Rec 63 处理逾期退房的要求Handling Late Check – Out Requests.doc

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1、Standard Operation Procedures / Front Desk 前厅部标准操作程序/前台前厅部Front Office前台服务程序LOCAL 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

2、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。DEPARTMENT部门: Front Office前厅部 JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 63TASK任务: Handling Late Check Out Requests (Page 1 of 1)EQUIPMENT REQUIRED: WHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么Receive late check out request from guest.Ask the guest name and room numb

3、er.Advise guest of usual check out time.Late check out after 18:00pm will be charged a full day charge.Late check out request during high occupancy refer to Assistant Manager / Reception Manager.Key in Instruction Field that late out is chargeable or free.Key in check out time.So guest is aware of the usual check out time.May not be possible if rooms are not available.Remind the receptionist who do the check out.PREPARED BY: APPROVED BY:DESIGNATION:Front Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期-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