國際酒店前廳管理手冊Front Office Reception-RM-FO-GS-13-02-Walk in procedure

1、國際酒店前廳部操作手冊前廳部Front Office前臺服務(wù)程序LOCAL STANDARD OPERATING PROCEDURES國際酒店管理資料手冊International Hotel Management Information Manual前臺是展示酒店的形象、服務(wù)的起點(diǎn)。對于賓客來說，酒店大堂前臺是接觸我們酒店的第一步，是對酒店的第一印象，是非常重要的。 制定前廳部標(biāo)準(zhǔn)運(yùn)作程序手冊的目的制訂本手冊是為了說明酒店管理前廳部標(biāo)準(zhǔn)運(yùn)作的政策和程序，確保前廳部運(yùn)營及管理工作的一貫性。向前廳部工作人員提供日常工作及培訓(xùn)的指導(dǎo)。使前廳部員工了解前廳的作用，了解前廳運(yùn)作及管理的政策和程序。LO

2、CAL STANDARD OPERATING PROCEDURES本地標(biāo)準(zhǔn)操作程序LSOP No.:RM-FO-GS-13-02Effective Date:Division:Rooms辦公室Revised Date: Section:Front Office前廳部Prepared by : Approved by 批準(zhǔn)人:_SUBJECT: walk in procedure 散客入住_OBJECTIVE目的：Try our best to meet guests needs, utmost hotel revenue.盡可能滿足到前臺問詢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,根據(jù)客人的需求向客人推薦適合的房型及酒店其他服務(wù)設(shè)施。PROCEDURES 程序： 1. A walk-in is a guest who does not have a reservation and requests accommodation.未經(jīng)預(yù)約的客人是指沒有做任何預(yù)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.前臺大使要重視到前臺詢價(jià)的客人，按照客人的要求推薦相應(yīng)的房間。3. After guest determine to stay, do the C/I as per the check in procedure.當(dāng)客人決定住店后，按照入住程序?yàn)榭腿宿k理。4. Introduce hotel facilities and recommend hotel outlets to gue

5、st 向客人介紹酒店的設(shè)施設(shè)備及其他服務(wù)。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.沒有足夠的證明和信用卡，并且也沒有足夠的現(xiàn)金作為保證金的散客，其住宿要求將被拒絕。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.如果在旺季滿房的情況下，推薦客人到萬豪旗下姊妹酒店或其他同等級酒店入住，留酒店名片給客人，便于以后尋求幫助。Reviewed by 審核人: Approved by 批準(zhǔn)人: _ Divisio