前厅部前台岗位技能培训标准国际星级酒店宾馆手册 RM-FO-GS-19-03 Early Departure 提前离店.doc

《前厅部前台岗位技能培训标准国际星级酒店宾馆手册 RM-FO-GS-19-03 Early Departure 提前离店.doc》由会员分享，可在线阅读，更多相关《前厅部前台岗位技能培训标准国际星级酒店宾馆手册 RM-FO-GS-19-03 Early Departure 提前离店.doc（2页珍藏版）》请在淘文阁 - 分享文档赚钱的网站上搜索。

1、LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO GS-19-03Effective Date:Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Approved by:SUBJECT:Early Departure 提前离店_OBJECTIVE目的：To make sure all the early departure request are handled properly确保所有的提前离店请求都得到合理的处理.POLICY政策：When there is a

2、 early departure request, try to find out the reason and resolve it, maximizing hotel revenue. 当客人有提前离店要求时,要第一时间找出原因并尽可能留下客人,最大化酒店收入。PROCEDURES 程序： 1. If a guest requests an early departure , the following must be verified: 如果客人申请提前离店,必须确认以下信息： Why the guest request an early departure, can it be res

3、olved? If can, try your best to satisfied guest?客人为什么要求提前离店,问题是否可解决,如果可以,尽你最大的努力满足客人. Is guest made his/her reservation from the third party or from hotel directly? 客人的预订是通过第三方预订还是直接通过酒店订房? The room rate is pre-paid and guarantee or not?房间是否为提前付款担保订房,房费是否可退? 2. If the reservation is pay to guest own

4、 account in Reception and can be changed, change the reservation according to guests requisition.如果客人的预订为非担保预订,可直接根据客人要求更改预订.3. If the reservation is pre-paid and guaranteed, explain to guest with hotel cancellation procedure,如果客人的预订为提前付费的担保预订,礼貌向客人解释酒店的取消政策,提前预付的房款将无法退还. When guest insisted to leav

5、e and can understand that the prepaid charge can not refund, GSA assist guest to settle the incidental charge and leave trace & Comments in PMS.当客人坚持离店并接受提前预付房款无法退还时,前台接待员协助客人结清自己的消费.并在PMS 中备注跟进. If the reason of guests leaving is irresistible, hotel will deal with this specially 如果客人要求提前离店的原因是由不可抗力引起,酒店需酌情处理.All the early departure must be report to manager on duty and inform related sales.所有的提前离店一定要汇报前厅部当班的最高的经理并通知相关的销售人员.Reviewed by : Approved by: _ Division Head General Manager2