国际酒店前厅管理手册Front Office Reception-RM-FO-GS-13-02-Walk in procedure

1、国际酒店前厅部操作手册前厅部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。LO

2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM-FO-GS-13-02Effective Date:Division:Rooms办公室Revised Date: Section:Front Office前厅部Prepared by : Approved by 批准人:_SUBJECT: walk in procedure 散客入住_OBJECTIVE目的：Try our best to meet guests needs, utmost hotel revenue.尽可能满足到前台问询要求入住的客人需求，增加酒店收入。POLICY政策：

3、Recommend guest with the appropriate room type according to guests request. Take all the opportunity to have guest stay with us,根据客人的需求向客人推荐适合的房型及酒店其他服务设施。PROCEDURES 程序： 1. A walk-in is a guest who does not have a reservation and requests accommodation.未经预约的客人是指没有做任何预定而要求住宿的客人。2. Reception should ap

4、preciate this opportunity to hospitality guest, request guests needs and recommend with the appropriate room.前台大使要重视到前台询价的客人，按照客人的要求推荐相应的房间。3. After guest determine to stay, do the C/I as per the check in procedure.当客人决定住店后，按照入住程序为客人办理。4. Introduce hotel facilities and recommend hotel outlets to gue

5、st 向客人介绍酒店的设施设备及其他服务。5. Walk-ins who do not have adequate identification or a credit card and are unable to pay the required cash deposits are to be advised that accommodation cannot be supplied.没有足够的证明和信用卡，并且也没有足够的现金作为保证金的散客，其住宿要求将被拒绝。6. If in the peak season or full house situation, try to recommend guest to sister hotels or other same level hotel, leave hotel business card to guest for further booking.如果在旺季满房的情况下，推荐客人到万豪旗下姊妹酒店或其他同等级酒店入住，留酒店名片给客人，便于以后寻求帮助。Reviewed by 审核人: Approved by 批准人: _ Divisio