国际星级酒店前厅部前台接待岗位技能培训标准RM-FO-GS-19-01 Trace Due Out 跟进预离房间

1、 PAGE 3LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO GS-19-01Effective Date:Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Approved by:SUBJECT:Trace Due Out 跟进预离房间_OBJECTIVE目的：To ensure daily due out room record is proper taken.确保所有预离房间有效地跟进并记录。POLICY政策：After the hotels checkou

2、t time, 12:00 noon, guests who have not yet checked out must be contacted to verify their departure, to ensure correct room status at all times.对于在酒店正常退房时间后(中午12:00点)仍未离店的客人，前台接待员要联系客人确认客人离店日期，保证房态的准确性PROCEDURES 程序： At 13:00 (for 12:00 check-out time) the GSA will print a report showing all expected

3、 departures that are still in-house每天在13:00点(正常客人中午12:00离店时间)，前台接待员会打印预离客人报表与仍未退房客人确认离店日期。Inform Housekeeping due out status before 14:00.预离房间统计信息需在下午2点前与客房部沟通。.The departure time must be checked in the system and if the guests departure date has been altered.如果客人离店时间改变，必须输入电脑。Each guest-room must b

4、e called to determine the expected checkout time of the guest.打电话到每个房间确认离店时间。If there is no answer, Guest Service Manager must inform HSKP to check the room and got the information about if has luggage in the room.如果房间无人接听电话，宾客服务经理要通知客房部查房以了解房间行李情况.If the room is vacant, the guests payment method an

5、d balance must be checked. If the balance is zero and the bill settled, the guest must be checked out from the system. 如果房间是空房，要核对客人账户剩余金额。如果账户余额为零，并且已经付账，将房间退掉即可。If there is no luggage in the room or short on the deposit, the door will be locked by GSM. 如客人房间没有行李或者押金不够，可让宾客服务经理封门。A trace & alert sh

6、ould leave in the system to describe the reason if the door has been locked.如有做封门，一定要在电脑系统的“跟踪信息”内注明。If there is still a balance on the folio, the payment method must be verified and if a credit card voucher or direct billing instruction has been given and covers all charges, payment must be posted

7、and guest checked out from the system. (Refer also to procedure “Posting of late charge”).如果账户内有余额，核对客人付账方式，如果是信用卡，旅行社凭证或挂帐来付所有费用。按照正常程序退房即可 (参照“追收账目程序”)If the balance cannot be settled with the deposit or back up available, further investigation is required to determine how payment can be obtained.

8、 The guest folio must be temporarily transferred to an administration account so the guest-room can be released in the system.如果客人账目无法作结账处理，则需要进一步落实此房间如何结账。将房间账目暂时转到指定主账单，以便空出房间给其他客人。If the room is occupied, but the guest is not in the room:如果房间被占用，但客人不在房间：A message to the guest-room must be sent, a

9、sking the guest to contact the Reception. The payment method must be checked. If the guest has not responded at 19:00 and the pay-method is credit card, one night must be extended in the system and Housekeeping must be advised. 要给客人留言，请客人在回到房间后联系前台。核对客人的付账方式，如果客人19:00点仍没有消息，而且客人以信用卡担保，要在电脑内给客人延住一天并通

10、知客房部。If the guest is a “cash only” guest, a new room-key will be made and inserted in the guest-room lock, to disable the guests key if still valid, to ensure that the guest must come to the Reception before returning to the room.如果客人以现金担保，要将客人的钥匙取消，以便客人到前台办理续住手续。如果不取消客人钥匙，必须保证客人在回房间前到前台办理续住手续。A Tra

11、ce & Alert will be request in the system after locked the door by a new key.如有封房，要在跟踪信息内留言。If the hotel is fully booked, the guests stay cannot be extended. A message must be sent to the room, reminding the guest of the departure time and to contact the Reception. 如果酒店当天满房，不能为办理客人延住服务。必须给客人留言，同客人重新确

12、认离店时间，并请客人与前台联系。If the Guest is paying via direct billing, check with Reservations that the guests company has given the hotel written confirmation that they will pay for the guests extended stay, if not contact the Company.如果挂帐客人延住，必须事先获得客人公司的同意。如果未收到公司确认信必须联系客人公司。If the guest is in the room, inqui

13、re about the expected departure time. Checkout before 13:00 can be agreed to without late departure charge. If departure is requested after 13:00, a late departure charge as per tariff must be applied and the guest must be informed. If the guest agrees to the late checkout charge, note in their Folio that they have agreed and post the charge also enter the new departure time.如果客人在房间，询问客人离店日期。通知客人13:00点前离店可以不加收费用。如果13:00点后离店，要加收相应费用。如果客人同意加收费用，要将客人离店时间和加收费用的信息