Front Office Reception國際酒店前臺(tái)管理操作程序資料RM-FO-Rec-010 Guest Check in When room is not ready賓客登記入住時(shí)房間沒準(zhǔn)備好

1、國際酒店前廳部操作手冊(cè)前廳部Front Office前臺(tái)服務(wù)程序國際酒店管理資料手冊(cè)International Hotel Management Information Manual前臺(tái)是展示酒店的形象、服務(wù)的起點(diǎn)。對(duì)于賓客來說，酒店大堂前臺(tái)是接觸我們酒店的第一步，是對(duì)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(cè)的目的制訂本手冊(cè)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(yíng)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。LOCAL STANDARD OPERATING PROCEDURES本地

2、標(biāo)準(zhǔn)操作程序LSOP No.:RM FO FD -010Effective Date:Division:Front Office前廳部Revised Date:Section:Reception前臺(tái)接待員Prepared by : Approved by批準(zhǔn)人:SUBJECT:Check In Room When room is not ready 賓客登記入住時(shí)房間沒準(zhǔn)備好_OBJECTIVE目的：In the event that a room is not ready upon a guests arrival, an apology must be offered客人抵店時(shí)不能提供干凈

3、的可賣房間，必須向客人道歉POLICY政策：An advice that a room will be ready as soon as possible. An estimated time for the delay must also be given告訴客人酒店將盡快準(zhǔn)備好房間。并通知客人所需等候的時(shí)間。PROCEDURES 程序： 1. The initial registration procedure will be carried out as normal.首先按照正常登記程序進(jìn)行。2. If it is after 15:00 (the guaranteed check-i

4、n time), check if an upgrade to the next category of room might be available. If an upgrade is given, inform the guest that they are being upgraded.如果客人在15:00后入住(酒店保證的登記入住時(shí)間)，看看是否可以為客人免費(fèi)提升房間。如果免費(fèi)為客人提升房間，要告訴客人酒店為客人免費(fèi)升級(jí)房間。3. GSA will ask guest for contact information (cell phone number) to contact gue

5、st when room becomes available and note the phone number on the registration form.前臺(tái)大使需向取得客人聯(lián)絡(luò)方式，當(dāng)房間干凈是立即告知客人。4. GSA will give guest an estimate time when the room will be available (always allow sufficient time for HK to clean the room) and ask the guest if they would prefer to wait in the hotel or

6、 would like to go outside。Do NOT promise a specific time。前臺(tái)大使需告知客人房間打掃所需時(shí)間（需留給客房足夠時(shí)間打掃房間）。并咨詢客人是在酒店或在酒店外等待。If guest would like to wait in the hotel, offer guest to use Health Club Facilities or try to sell our F&B outlets. 如果客人將在酒店內(nèi)等待，向客人推薦酒店康樂設(shè)施或嘗試酒店餐廳If guest would like to leave the hotel offer a

7、city map and business card of the hotel如果客人將離開酒店，向客人提供市區(qū)地區(qū)以及酒店地址卡。5. If the guest has to wait, apologize, and offer to store their luggage until their room is available.如果不得不讓客人等候，必須向客人道歉并提供寄存行李服務(wù)直到房間清理干凈。6. Inform the guest how long the delay is likely to be and offer free coffee or tea in the Lobb

8、y Lounge. Advise Concierge that the luggage is to be stored.告訴客人需要等候的時(shí)間，安排客人在大堂酒廊享受免費(fèi)茶或咖啡。通知禮賓部幫客人寄存行李。7. On the back of the registration card write the time of check-in, and “RNR” (Room Not Ready). Liaise with Housekeeping and let them know a guest is waiting.在登記卡背面注明登記的時(shí)間和“房間未準(zhǔn)備”。通知客房部客人正在等候。8. Qu

9、eue guest reservation for room cleaning in Opera system.將該預(yù)訂在酒店系統(tǒng)中按照待打掃排隊(duì)。9. Never issue the key to guest when the room is dirty.臟房的情況下，不允許將鑰匙發(fā)給客人。10. When the room is ready, the guest will be checked into the system, check-in time to be written on the registration card as well. 當(dāng)房間準(zhǔn)備好后，為客人在電腦系統(tǒng)中進(jìn)行登

10、記，同樣要在入住登記表上注明登記時(shí)間。11. Locate the guest to give the room key personally, or when the guest returns to the Reception前臺(tái)接待員, an apology must be offered again for any inconvenience caused by the delay. GSM shall escort guest to their room親自將房間鑰匙轉(zhuǎn)交給客人，或等客人到前臺(tái)來取，同時(shí)對(duì)給客人造成的不便再次道歉。由賓客服務(wù)經(jīng)理親自陪同客人前往房間12. Advise a Bellman to deliver the lugg