酒店前廳部預(yù)訂管理程序手冊(cè)-SP-RM-RES-P050 Credit Procedure (v)信用要求

1、國(guó)際酒店前廳預(yù)訂管理手冊(cè)International Hotel Front Office reservation management manual酒店管理之家國(guó)際酒店預(yù)訂操作程序手冊(cè)O(shè)perating procedures manual for international hotel reservationStandard & Procedure國(guó)際酒店管理程序標(biāo)準(zhǔn)操作程序手冊(cè)SOPPosition: Reservations Sales Agent職位：預(yù)訂部銷售文員Department:Front Office/ Reservation 部門：前廳部/預(yù)訂部部門經(jīng)理：GM Approva

2、l: Zhang LeiDate: 總經(jīng)理批準(zhǔn)：日期：Task: Credit Procedure Code: RM-RES-P050任務(wù)：信用要求序號(hào)： RM-RES-K050Standard: Reservation Sales associates will process billing instructions as approved from the Reservation Sales function and handle reservations with credit facility in place according to the Hotels Credit Polic

3、y and Procedures.When accepting a reservation, the Reservation Sales associate will identify and determine the method of payment.The Reservation Sales associate will advise the caller/guest of the hotels payment terms and conditions.If the intended method of payment by the guest is other than by cas

4、h or a valid credit card, the Reservation Sales associate will advise the caller/guest of the hotels credit policy.標(biāo)準(zhǔn)：當(dāng)接到預(yù)訂時(shí)，預(yù)訂部銷售文員應(yīng)按照酒店的信用政策處理由銷售部決定的付賬方式。當(dāng)接到預(yù)訂時(shí)，預(yù)訂部銷售文員應(yīng)與客人確認(rèn)付賬方式。預(yù)訂部銷售文員在給客人作預(yù)訂時(shí)應(yīng)通知客人酒店的付款條件和信貸政策。如果客人不用信用卡或現(xiàn)金付費(fèi)，預(yù)訂部銷售文員應(yīng)通知客人酒店的信貸政策。 Procedures: When taking the reservation over the p

5、hone, the Reservation Sales associate will ask the caller/guest for their intended method of payment of their account.If the caller/guest indicates that payment is by credit card, explain guaranteed arrival and no-show policy.If the caller/guest indicates that payment is by cash, explain deposit req

6、uirement (1 nights accommodation, plus tax and service) for guaranteed arrival.If the caller/guest indicates that payment is by company charge back, check the company profile to ensure credit facilities currently exists with the hotel. If not, advise the caller/guest that the booking is accepted on

7、cash or credit card settlement basis in the meantime until they have established a line of credit with the hotel prior to the reservation arrival. Take down the details of the caller/guest and his/her company address and advise the caller/guest that the credit department will contact him/her for lin

8、e of credit arrangements.Pass all information to the Credit Manager for action with a trace date in the reservations logbook to follow up on the line of credit approval/decline by the Credit Manager.Call the caller/guest by the trace date and advise him/her on the outcome of the line of credit reque

9、st as approved or declined by the Credit Manager.When company credit currently exists, the Reservation Sales associate will advise the caller/guest, that a letter/fax of authorization on company letterhead must be received prior to guests arrival specifying the charges the company will be responsibl

10、e for, e.g.:All expenses without exclusions are to be charged backAccommodation and food will be paid by the company, and the guest pays all other chargesAll expenses will be paid by the company except for long distance calls, laundry and dry cleaning, personal bar, etc.If authorization is not recei

11、ved, guest will be requested to pay all charges directly.All billing details must be recorded accurately in the reservation record with comments made in the REMARKS field for attention by the Front Desk on arrival and departure.The Reservation Sales associate will establish charge “routing” on the g

12、uest reservation (6-Options, Routing instructions) to ensure that guest charges are directed to the correct folios according to the reservation instructions.If payment will be made by a Travel Agent or charged against an Airline Voucher, check company details for established credit, and set up routi

13、ng instructions to ensure that room rate is not visible to the guest, and separate accounts exist for incidental charges and meals etc. Note comment in remarks field for Front Desk to collect the voucher and match all details against the reservation.Personal checks will only be accepted if prior arr

14、angement has been made to establish credit, or on authorization of the Credit Manager.程序：當(dāng)在電話中接預(yù)訂時(shí)，預(yù)訂部銷售文員詢問致電者他們的付款方式 。 如果致電者/客人示意用信用卡付帳，說明擔(dān)保預(yù)訂和逾期未到的政 策。 如果致電者/客人示意用現(xiàn)金付帳，說明需交定金(1個(gè)晚上的住宿費(fèi) 加上稅費(fèi)和服務(wù)費(fèi))以確保到店。 如果致電者/客人說由公司掛帳，查閱酒店可掛賬公司名單，確保公 司以與酒店建立了信用聯(lián)系。否則要通知致電 /客人目前只能用現(xiàn)金 和信用卡結(jié)帳，除非能在客人抵達(dá)酒店之前與酒店建立信用聯(lián)系， 將來電者

15、的公司細(xì)節(jié)和地址記錄下來并通知客人信貸經(jīng)理會(huì)盡快 與其聯(lián)系為其辦理信貸 安排事宜。將所有信息交給信貸經(jīng)理，將此事記錄在預(yù)訂部交班本上并注明日期以跟蹤這個(gè)信貸要求是否得到了信貸部經(jīng)理的批準(zhǔn)。在相應(yīng)的日子打電話給客人通知其信貸要求是否得到了批準(zhǔn)。當(dāng)公司已存在與酒店的信用聯(lián)系時(shí)，預(yù)訂部銷售文員應(yīng)提醒客人 /來電者應(yīng)該在客人抵達(dá)酒店之前發(fā)給酒店已被授權(quán)的帶有公司信頭 說明關(guān)于客人抵店費(fèi)用如何支付的信或者傳真。例如： 支付所有的費(fèi)用 公司只付房費(fèi)和餐費(fèi)，其余由客人自理。除了長(zhǎng)途電話費(fèi)，洗衣和小酒吧費(fèi)用等外公司支付所有費(fèi)用。 如果未收到授權(quán)信，客人將被要求直接支付所有的費(fèi)用。 預(yù)訂部銷售文員要將所有付費(fèi)細(xì)節(jié)輸入在結(jié)帳留言中以在入住和結(jié)帳時(shí)供前臺(tái)參考。 預(yù)訂部銷售文員應(yīng)在客人預(yù)訂6-Opti