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-19-01 Trace Due Out 跟進(jìn)預(yù)離房間

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 跟進(jìn)預(yù)離房間_OBJECTIVE目的：To ensure daily due out room record is proper taken.確保所有預(yù)離房間有效地跟進(jìn)并記錄。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.對(duì)于在酒店正常退房時(shí)間后(中午12:00點(diǎn))仍未離店的客人，前臺(tái)接待員要聯(lián)系客人確認(rèn)客人離店日期，保證房態(tài)的準(zhǔn)確性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點(diǎn)(正常客人中午12:00離店時(shí)間)，前臺(tái)接待員會(huì)打印預(yù)離客人報(bào)表與仍未退房客人確認(rèn)離店日期。Inform Housekeeping due out status before 14:00.預(yù)離房間統(tǒng)計(jì)信息需在下午2點(diǎn)前與客房部溝通。.The departure time must be checked in the system and if the guests departure date has been altered.如果客人離店時(shí)間改變，必須輸入電腦。Each guest-room must b

4、e called to determine the expected checkout time of the guest.打電話到每個(gè)房間確認(rèn)離店時(shí)間。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.如果房間無人接聽電話，賓客服務(wù)經(jīng)理要通知客房部查房以了解房間行李情況.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. 如果房間是空房，要核對(duì)客人賬戶剩余金額。如果賬戶余額為零，并且已經(jīng)付賬，將房間退掉即可。If there is no luggage in the room or short on the deposit, the door will be locked by GSM. 如客人房間沒有行李或者押金不夠，可讓賓客服務(wù)經(jīng)理封門。A trace & alert sh

6、ould leave in the system to describe the reason if the door has been locked.如有做封門，一定要在電腦系統(tǒng)的“跟蹤信息”內(nèi)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”).如果賬戶內(nèi)有余額，核對(duì)客人付賬方式，如果是信用卡，旅行社憑證或掛帳來付所有費(fèi)用。按照正常程序退房即可 (參照“追收賬目程序”)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.如果客人賬目無法作結(jié)賬處理，則需要進(jìn)一步落實(shí)此房間如何結(jié)賬。將房間賬目暫時(shí)轉(zhuǎn)到指定主賬單，以便空出房間給其他客人。If the room is occupied, but the guest is not in the room:如果房間被占用，但客人不在房間：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. 要給客人留言，請(qǐng)客人在回到房間后聯(lián)系前臺(tái)。核對(duì)客人的付賬方式，如果客人19:00點(diǎn)仍沒有消息，而且客人以信用卡擔(dān)保，要在電腦內(nèi)給客人延住一天并通

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.如果客人以現(xiàn)金擔(dān)保，要將客人的鑰匙取消，以便客人到前臺(tái)辦理續(xù)住手續(xù)。如果不取消客人鑰匙，必須保證客人在回房間前到前臺(tái)辦理續(xù)住手續(xù)。A Tra

11、ce & Alert will be request in the system after locked the door by a new key.如有封房，要在跟蹤信息內(nèi)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. 如果酒店當(dāng)天滿房，不能為辦理客人延住服務(wù)。必須給客人留言，同客人重新確

12、認(rèn)離店時(shí)間，并請(qǐng)客人與前臺(tái)聯(lián)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.如果掛帳客人延住，必須事先獲得客人公司的同意。如果未收到公司確認(rèn)信必須聯(lián)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.如果客人在房間，詢問客人離店日期。通知客人13:00點(diǎn)前離店可以不加收費(fèi)用。如果13:00點(diǎn)后離店，要加收相應(yīng)費(fèi)用。如果客人同意加收費(fèi)用，要將客人離店時(shí)間和加收費(fèi)用的信息