国际酒店前厅管理手册前台接待18-03 免费房结账Check Out Complimentary Room

1、国际酒店前厅部操作手册酒店管理之家前厅部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

2、和程序。LOCAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS -18-03Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Check Out Complimentary Room 免费房结账_OBJECTIVE目的：Guest must not be charged for complimentary Rooms办公室.不得向免费房的客人收取房费POLICY政策：

3、Folios must be checked out from the system although no charges are incurred.即使没有费用发生也需要在系统内按照正常退房程序进行。PROCEDURES 程序： Follow normal FIT checkout procedures.按照正常退房程序进行。Review carefully the stated billing instructions. In most cases only the room charge is complimentary and the Incidentals are settled

4、directly by the guest.按照电脑内指令进行结账程序。大多数情况下仅房费免费，其它费用由客人自付。If other charges are also complimentary, ensure they are not charged.如果所有费用免费，要确保不收客人费用。Obtain payment for incidental charges if applicable and process as per normal check out, giving the guest a zero balance folio showing his charges and the

5、 cash payment.如果客人杂费自付，按照正常客人结账手续进行，打印余额为零的账单给客人。If only part of the guests expected charges is complimentary, the guest MUST take an alternative method of payment for incidental charges 如果只有客人消费的一部分为免费,针对客人的其他消费就必须选择其他方法The complimentary room reservation form must be attached to the guest folio and sent to income audit.必须将免费房单附在账单上交给审计。Reviewed by 审核人: Approved by 批准人: _ Divisio