酒店前厅前台接待服务手册 GSA-003 Check due out rooms 检查今日离店未离房间

1、前厅前台接待服务手册国际酒店前厅部服务程序Front Office 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。 Resor

2、t Changbaishan Changbaishan SuitesHOTEL度假酒店HOTEL套房假日酒店Policy Number 序号:GSA/P&P-D003Effective Date 实施日期 :Policy & ProcedureFront Desk制度和程序Supercedes No. 废止号 :Prepared By 制定人 :Front Office Mgr.前厅部经理Check Due Out Rooms检查今日离店未离房间Approved By 批准人: General Manager总经理Distribute to分发:Front DeskPage 3 of 2Obj

3、ective 目标:To ensuring the most updated rooms status.确保房态的更新。Procedures 程序: A guest who previously has indicated check out on a particular day, but has not vacated his room is designated “Due-Out Rooms”.客人应该在某一天退房，但是房间却没用腾空叫做离店未离房间。1. Guest Service Shift Leader prints out due-out room report at 2:00P

4、M daily and inspects the method of payment of each room and the balance.前台领班每天下午2点要打印离店未离房间列表，并检查每间房间的付款方式及账目。2. Call all rooms shown on the due-out report.给离店未离房间列表上的每间房间打电话。3. If a guest answers, the GSA shift leader should introduces herself/himself, apologizes for disturbing the guest and asks t

5、he guest whether he still plans to check out today or whether he has delayed his departure date.如果客人接听电话，前台领班应该介绍自己，为打扰客人而道歉并询问客人今天是否退房还是延迟退房。4. The information received from the guest is marked next to the room number on the list.从客人处得到信息后应在列表上的该房间号旁注明。5. If the guests extend departure date, GSA Sh

6、ift Leader should find out if the room was booked for an expecting arrival guest. If there is, unlock the room and block another vacant clean room for the new guest.如果客人延迟退房，前台领班要检查此房是否预留给了其他到店客人。如果已经预留，移除房间号并重新为新客人锁一间干净的空房。6. If no reply is received when calling a room, the room must be inspected b

7、y the DM to reassure whether occupied or vacant. Security Supervisor needs to be accompanied.如果房间无人接听电话，值班经理要检查房间是否是被占用的还是空房。保安主管应陪同前往。7. After checking, the status of the room is marked next to the room number on the list:检查后，房态要在列表上该房间号后注明- VAC for available /clean - VAC 干净的空房- VD for available/di

8、rty - VD 未打扫的空房- OCC for occupied - OCC 房间被占用8. When all rooms have been checked, The DM should return the list to the GSA Shift Leader immediately to follow up.当所有房间检查厚，值班经理应立即将列表交还前台领班跟进。9. All Due Out rooms must be solved before 18:00 daily.所有的离店未离房间必须在每天的下午6点前处理。10. All Due Out room with high ba

9、lance should refer the hotel “High Balance Handling P&P” to follow up.所有存在较大余额账目的离店未离房间应该按照酒店的“较大余额处理程序标准”处理11. All due out rooms should be called by DM to make sure the departure date one days prior when hotel is forecasting full house the next day.如果在酒店第二天满房的情况下，所有离店未离房间应由值班经理提前一天确认离店日期。酒店管理手册前厅、客

10、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附件：酒店各部门组织架构总经理办公室:GM 人力资源部:HR 财务部:FN 销售部:S&M餐饮部:F&B 前厅部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康乐部:ENT 市场传讯部MC酒店各职位英文缩写Board Chairman (Director) 董事长GM-GENERAL MANAGER 总经理 DGM-DUTY GENERAL MANAGER 副总 DOR-DIRECTOR OF ROOMS 客务部总监 AM-ASSISTANT MANAGER 大堂经理 FO-FRONT OFFICE 前厅部DOM-DIRECTOR OF SALES&MARKETING 销售部总监 FOM-FRONT OFFICE MANAGER 前厅部经理 F&B-FOOD&BEVERAGE 餐饮部 CON-CONCIERGE 礼宾部 BC-BUSINESS CENTER 商务中心 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力资源部FN-FINA