酒店前厅部预订管理程序手册-SP-RM-RES-D100 Late Departure (v)推迟离店.doc

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1、国际酒店前厅预订管理手册International Hotel Front Office reservation management manual国际酒店预订操作程序手册Operating procedures manual for international hotel reservationStandard & Procedure国际酒店管理程序标准操作程序手册SOPPosition: Reservations Sales Agent职位：预订部销售文员Department:Front Office/ Reservation 部门：前厅部/预订部部门经理：GM Approval: Zha

2、ng LeiDate: 总经理批准：日期：Task: Late Departure Code: RM-RES-D100任务：推迟离店序号： RM-RES-D100Standard: 1. Late departure means the expected departure of the guest is after the normal check-out time of 12:00 noon. The Reservation Sales associate will not commit availability of a late departure check-out during h

3、igh occupancy periods. 2. Where necessary, the Reservation Sales associate will offer the guest options available such as storing luggage at the concierge.标准：1. 推迟离开意味着结帐时间晚于中午12：00点钟，预 订 部 销 售 文 员不 能 在 高 出 租 率 期 间 确 保 客 人 推迟离开。2. 如果必要的话，预订部销售文员应提供建议请客人将行李存在行李部。 Procedures:1. If a guest advises an e

4、xpected departure time at the hotel after 12:00 Noon, the Reservation Sales associate will explain the check-out time of the hotel, and advise the guest that the room might not be available at that time for occupancy. But when guest already arrive in the hotel, Front Office should confirm guest with

5、 offering required room type. 2. If occupancy is low on the day of the guests departure, the Reservation Sales associate can provide room for the guests late departure, making a note in Opera that the booking is departing late.3. In periods of high occupancy, callers requiring a late check-out will

6、be advised that it could be offered by paying half day room charge because of the high occupancy. 4. If guest declines, we can offer options like storing the luggage at the concierge, and ask guest if he needs us to inform concierge to help take luggage.5. If guest agrees record departure time in Op

7、era and explain guest has agreed to a late check out charge of 程序：1.如果一个客人通知说他将在下午12点钟后离店，预订部销售文员将解释酒店的结帐时间，并解释说由于酒店的高出租率，无法免费为客人提供推迟结帐服务。担如果客人已经到了前台，在我们有房间的条件下提供所要求的房型。2.如果出租率很低，预订部销售文员可以为客人提供住房并在Opera中记录推迟离开的信息。3.在高峰期间，预订部销售文员要告知致电者迟离店要求可以得到保证，但前提是酒店要收取半天的房费。4.如果客人拒绝可向其推荐将行李存放在行李部，并询问是否需要我们为其通知行李部。5.客人同意的话我们要在Opera中记录客人结帐时间并说明客人已经同意付晚结帐的费用。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