国际酒店前厅部预订收益管理-Reservation&Revenue Management-SOP-EO-RES-SUP-02 客房名称ROOM BLOCK.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:ROOM BLOCK客房名称Department(s)部门:EO ReservationPosition(s)职位:Reservation SupervisorBrand standard ref品牌标准参考.A.05.02; D.01.02Reference No参考标准:SOP-EO-RES-SUP-02Effective date有效日期:SOP Author作者:SOP approved by批准者:Manager of Revenu

3、e Management收益管理经理General Manager总经理StandardCertain reservations will be pre-blocked at the point of reservation. Specific room requests by a caller will be entertained according to availability. Suites will be pre-blocked at the point of reservation. Rooms that have been pre-blocked by reservations

4、 will be noted in the remarks field and will only be changed by the shift leader or Guest Service Manager.Procedure1. Enter the special requirement booking into the Property Management System (PMS, e.g. OPERA, Fidelio).2. Check appropriate room type and room number.3. For reservations requesting acc

5、essible rooms, all accessible rooms are pre-blocked at the point of reservation. 4. SPG Platinum and Gold members rooms are pre-blocked at the point of reservation. 5. All suite and apartment bookings will be pre-blocked at the point of reservation.6. Specific room request by caller will be blocked according to availability.7. Note “DO NOT CHANGE” in remarks field to designate that the room has been pre-blocked and is not to be moved without approval from the shift leader or Guest Service Manager.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