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1、国际酒店前厅预订管理手册International Hotel Front Office reservation management manual国际酒店预订操作程序手册Operating procedures manual for international hotel reservationStandard & Procedure国际酒店管理程序标准操作程序手册SOPPosition: Reservations Sales Agent职位：预订部销售文员Department:Front Office/ Reservation 部门：前厅部/预订部部门经理：GM Approval: Zha
2、ng LeiDate: 总经理批准：日期：Task: Guaranteed Arrival Code: RM-RES-D040任务：担保预订序号： RM-RES-D040Standard:Every caller will be advised at the time of reservations of the hotels guaranteed policies. Reservation Sales Agents will protect the interest of both the client and the Hotel when handling and processing r
3、oom reservations by demanding reservation guarantee from the client/guest.标 准： 每一位客人来电预订时将被告之有关酒店预订担保的规定，.预订部销售文员应在作预订时通过向客人要求担保方式来保护酒店及客人的利益。Procedures: 1. When asking the caller for their method of payment while taking a reservation, explain the hotels policy regarding guaranteed and non-guarantee
4、 bookings, and ask if the guest would like to guarantee their booking. If not, the booking will be released by the deadline and the room will be returned to inventory for sale. All non-guaranteed reservations will be released at 6:00 p.m. or at the time of estimated arrival; whichever is earlier, pa
5、rticularly during periods of high occupancy. Bookings can be guaranteed by means of cash deposit, valid credit card with number and expiry date, or a company letter confirming payment only when the company has authorized credit arrangement with the Hotel. If the guest chooses to guarantee the bookin
6、g with a credit card number or deposit, the room will be held regardless of arrival time on day of arrival only followed by verification of credit card validity and upon receipt of deposit.2. If the guest chooses to guarantee the booking by a credit card, ensure the guest is aware that no charge wil
7、l be applied to the card number, unless he/she fails to arrive at the hotel on the specified date of arrival.3. Enter the guarantee status of the reservation accurately : 0 = checked in 1 = non-guaranteed 6:00 p.m. release 2 = guaranteed by credit card 3 = guaranteed by TA/company (the company agree
8、s to pay the accommodation charge for the arrival of the guest written authorization must be received from the company to support the guarantee) 4 = guaranteed by deposit (only enter code when deposit has been received) 5 = Deposit due4. When explaining the arrival guarantee policy, the Reservation
9、Sales Agents will also explain the cancellation and no-show policy and the deadlines : Cash deposit is non-refundable if cancellation is received within 48 hours prior to arrival One nights accommodation (including service and tax) will be charged to a given credit card number or company account if
10、the guest fails to arrive on the specified day or fails to cancel the reservation by the cancellation deadline.程 序：1.预订时问清客人的付款方式，并解释酒店有关预订担保的规定，询问他们是否愿意担保预定。如果客人不愿意担保预定，那么在预订到达日下午6点如果仍未抵达酒店，占房将被取消。没有担保的预定将只保留到当天下午6点或在指定时间却未到的那一刻(以更早的时间为准)，以保证酒店最大的效益，特别是在高入住率期间。预订可以用预定金，有号码和终止日期的信用卡来担保。对于可以挂账的公司可用带有
11、公司信头和授权的传真来担保。如果客人用信用卡或现金担保，房间将被保留到那天晚上的任何时候。担保意味着信用卡的有效性得到证实或以收到预订金。2.如果客人用信用卡付定金，应让客人知道：除非在预订的日期未到达，将没有任何费用会到他的帐户中。3.准确地输入预订担保的方式0=登记入住1=无保证6点取消2=用信用卡担保3=由公司担保(公司同意为客人的到达支付住宿费-必须收到公司同意担保的证明)4=用现金作担保(只有在现金收到后才可输入该代码)5=定金到期4.当向客人解释担保预定的规定时，预订部销售文员必须同时向客人解释一下酒店取消预定和预定未到的规定如果不在原定到达时间48小时前通知取消预定，现金担保不会退还。如果客人没有在原定日期内到达，将从所给的信用卡或公司帐号上扣除一个晚上的住宿费(包括服务费和税费)。-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP酒店管理之家
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