国际酒店前厅管理手册Front Office Reception-RM-FO-GS-03-02 Find and Cancel Reservation in PMS

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-03-02Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Find and Cancel Reservation in PMS 在PMS 系统中查找删除客人的预订_OBJECTIVE目的：Ambassadors could find guests reservation in PMS according to th

3、e right information guest offered.大使可根据客人提供的有效信息在PMS 中查找客人预订.POLICY政策：Make sure can offer the right booking information to guest.确保提供给客人正确的预订信息PROCEDURES 程序： 1. The available information to find and confirm guest reservation in PMS 以下几种有效信息可以在PMS 系统查询确认客人预订： CRS Number & Confirmation Number CRS 号码和确

4、认号码 Guest Name客人姓名 MR Membership or other type that available in PMS万豪礼赏会员号码或者其他有效会员信息 Credit Card information信用卡信息2. Cancel reservation 预订的取消 Before cancel a particular reservation in Opera system, the hotel cancellation policy must be checked and followed. For a guaranteed booking, late cancellati

5、on may cause a penalty charge (first night accommodation) unless a reasonable explanation is given by guest and approved by management.取消预订必须遵从酒店的预订取消政策，担保预订的取消需要客人支付一定的违约金（支付首晚房费）除非有充费合理的理由并获得酒店管理层的批准。 To CXL RSVN, you need to: Locate the reservation, cancel the booking and key in the reason for cancellation. 取消预订时，找到相应的预订，取消并输入取消的详细原因。Whether charging a late cancellation or not, must type in Hidden Remark by guest profile for future inquiry.是否收取客人客人取消的费用，一定要在系统中做备注，以便以后查询。Reviewed by 审核人: Approved by 批准人: _ Divisi