國(guó)際星級(jí)酒店前廳部前臺(tái)接待崗位技能培訓(xùn)標(biāo)準(zhǔn)RM-FO-GS-12-04 Guest Room Change換房程序

1、 PAGE 4LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO GS -12-04Effective Date:Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Approved by:SUBJECT:Guest Room Change 換房程序_OBJECTIVE目的：A room change must be carried out with the guests knowledge and consent換房必須在客人了解和同意的情況下POLICY政策：Gue

2、sts room change must take place at the convenience of the guest.換房時(shí)選擇客人方便時(shí)進(jìn)行。PROCEDURES 程序： Whenever it becomes necessary to move a guest to another room, ensure that the guest is fully aware of the reasons and the plan of action， Confirm new room rate with guest if the room rate changed.當(dāng)有必要為客人換房時(shí)，

3、必須讓客人了解換房原因以及具體的安排，如果房?jī)r(jià)有所變更時(shí)，需要與客人確認(rèn)新的房?jī)r(jià)。 Sir / Madam, May I know what is the problem for the room ，please ? “先生/小姐,請(qǐng)問(wèn)我可以知道您的房間有什么問(wèn)題嗎?”。If the hotel request guest to change room because of the construction, repair or other reason, a superior grade room type will be arranged for guest. Show the reaso

4、n by courtesy；Tell guest room is already upgrade and sorry for that.如果是因?yàn)榫频攴矫娴脑蛞罂腿藫Q房，如工程維修，設(shè)備修理或其它原因的，以婉轉(zhuǎn)的語(yǔ)氣向客人說(shuō)明原因并表明已為其安排比原來(lái)高一級(jí)的房間，為造成的不便表示抱歉。The GSA will find a suitable vacant clean room, preferably nearby the current room. Inform HSKP to put the room on Out of Service status in the system, wi

5、th the comment: Room change, Guest name and current room number.為客人換房要選擇離現(xiàn)在房間較近的房間。通知客房部將房間狀態(tài)設(shè)為“壞房”，在電腦修改房間狀態(tài)原因欄內(nèi)輸入：換房，客人姓名和現(xiàn)在房間號(hào)碼。Live Move現(xiàn)場(chǎng)換房Room changes with the guest present are termed “Live moves”換房時(shí)客人在場(chǎng)我們稱(chēng)作“現(xiàn)場(chǎng)換房Inform the guest that you have assigned a new room for them and ensure theguests

6、satisfaction of the room chosen. Inquire when the guest prefers to move, You can say: 通知客人前臺(tái)已經(jīng)預(yù)留好房間，保證客人對(duì)所選房間滿(mǎn)意。詢(xún)問(wèn)客人何時(shí)方便換房，你可以說(shuō):“Excuse me, Mr./Ms XX ,when would you like to change your room ? “對(duì)不起,XX 先生/小姐,打擾您了，請(qǐng)問(wèn)您準(zhǔn)備什么時(shí)候方便為您換房呢?”And if assistance is required with luggage以及是否需要行李員幫助換房。Mr. /Ms XXX, y

7、our new room number is “XX先生/小姐,您的新房間號(hào)是XXXX.”“Mr. /Ms XXX, our bellboy will assist you with your luggage.”“我們的行李員會(huì)幫助您把行李換去新的房間,謝謝! ”New key will be made and given to the guest and the previous room key must be collected back.將新房間的鑰匙交給客人，并記得將原來(lái)房間的鑰匙收回。Inform Concierge to move if luggage assistance is

8、 needed.如果客人需要行李員幫助，立刻通知禮賓部。Fill out the room change record. If room change concerns the rate change, guest need to sign the name nearby the update room rate on registration card.填寫(xiě)換房記錄表。如果換房涉及到房?jī)r(jià)變更的，客人需要在注明最新房?jī)r(jià)的附近簽名確認(rèn)此房?jī)r(jià)。Move the guests registration card and attached documents to the new room-numbe

9、r slot,將客人登記卡和賬單等換到相應(yīng)賬單夾內(nèi)。 Ensure that the previous room is put on dirty status until Housekeeping has cleaned, and inspected the room if necessary.確保原來(lái)房間狀態(tài)已更改為“臟房”，直到管家部重新打掃為止。All Room/Rate Change Form should be signed by duty GSM, GSM will double check and ensure the all change is reasonable.所有房間/

10、房?jī)r(jià)更改單上需要有賓客服務(wù)經(jīng)理的簽名，賓客服務(wù)經(jīng)理將檢查每一張更改單是否有合適的理由。Inform DTS, HSKP & laundry service on the room move issue right away.馬上通知為您服務(wù)中心，客房部和洗衣房。Un-live Move：不在場(chǎng)換房Room changes without the guest being present are termed “Dead Moves”在換房時(shí)客人不在場(chǎng)我們稱(chēng)作“不在場(chǎng)換房”The guest has to be advised at the moment of the request, that

11、we cannot move unpacked luggage. It is therefore necessary for him to pack his/her luggage. 在客人提出請(qǐng)求時(shí)我們必須知會(huì)客人我們不能搬運(yùn)沒(méi)有打包的行李, 客人必須自己打包好行李.If the guest made the request prior to the actual day of moving, a GSA assigned by the Shift Leader will handle the majority of room changes and organize the moves.如

12、果客人在當(dāng)天之前要求的換房,主管會(huì)安排員工幫助組織客人換房.Print a trace report to follow up the room change traces for the day.打出跟進(jìn)報(bào)表跟進(jìn)今日換房.Inform housekeeping to rush the new room.通知客房部將要換過(guò)去的新房間及時(shí)清理干凈Make one key for the original room and one for the new room, place the filled out room change form and the keys on the counter.

13、 Inform concierge to change room the room change may only be done with the presence of GSM and Security. When the luggage is packed. Follow the above procedure for a live move. GSA changes the room in Opera system only upon the return of the authorization of room move form with GSM signature.做一把舊的房間

14、鑰匙卡和一把新的房間鑰匙卡并準(zhǔn)備好換房單.電話(huà)通知行李員進(jìn)行換房。行李員只在有賓客服務(wù)經(jīng)理和保安在場(chǎng)并見(jiàn)證整個(gè)換房過(guò)程的情況下將客人所有打包好的行李換到新的房間去。在行李員還回有賓客服務(wù)經(jīng)理簽字的授權(quán)換房單后再在系統(tǒng)里換房.Keep the new room key at the front desk for guest to pick up. 在前臺(tái)保存新房間鑰匙卡等客人來(lái)取.Ask guest to confirm the contents of the authorization of room move form, and sign.與客人確認(rèn)換房時(shí)行李情況，并簽字確認(rèn)。Collect

15、 the original room key from guest upon the guest is picking up the new room key.當(dāng)客人來(lái)拿新房間鑰匙時(shí)收回原房間鑰匙If the new room is not available during the day requested, call guest or leave a written message for a possible room change at a later time/date.如果在到了該換房的日子但將要換過(guò)去的新房間還沒(méi)有準(zhǔn)備好的情況下。應(yīng)通知客人或者給客人留言說(shuō)明情況.并提供解決辦法,

16、If the guest wants to be “dead move” and the luggage is not packed. We must inform guest: In any case, we are not liable for any loss or damage during the “Un-live move”. Authorization of room move form is requested.如果客人要求“不在場(chǎng)換房”,但行李發(fā)現(xiàn)未打包. 我們必須告知客人：任何情況下，酒店不對(duì)換房過(guò)程中造成的物品丟失或損壞負(fù)責(zé)，并得到客人在授權(quán)換房單簽字。Must inform GSM, Security and concierge on this case. They will be in charge of packing the luggage and any garment, bags, or garments on hangers. Then bellman will move the packing luggage to new room. GSA changes