國際酒店前廳管理手冊前臺接待13-04 免費(fèi)房COMP ROOM PROCEDURE

1、國際酒店前廳部操作手冊酒店管理之家前廳部Front Office前臺服務(wù)程序LOCAL STANDARD OPERATING PROCEDURES國際酒店管理資料手冊International Hotel Management Information Manual前臺是展示酒店的形象、服務(wù)的起點(diǎn)。對于賓客來說，酒店大堂前臺是接觸我們酒店的第一步，是對酒店的第一印象，是非常重要的。 制定前廳部標(biāo)準(zhǔn)運(yùn)作程序手冊的目的制訂本手冊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

2、和程序。LOCAL STANDARD OPERATING PROCEDURES本地標(biāo)準(zhǔn)操作程序LSOP No.:RM-FO-GS-13-04Effective Date:Division:Rooms辦公室Revised Date: Section:Front Office前廳部Prepared by : Approved by 批準(zhǔn)人:_SUBJECT:complimentary room 免費(fèi)房_POLICY政策：Complimentary Rooms辦公室 can only be approved by the General Manager總經(jīng)理, or designate in his

3、 absence. 酒店免費(fèi)房間只能由總經(jīng)理批準(zhǔn)，或在總經(jīng)理外出期間由總經(jīng)理指定的人員批準(zhǔn)。PROCEDURES 程序： The Front Office前廳部 Manager and Revenue/Reservations Manager will ensure that the appropriate authorization is obtained before effecting treatment.在免費(fèi)房間生效前，前廳部經(jīng)理和預(yù)訂部經(jīng)理必須確認(rèn)預(yù)訂已經(jīng)獲得總經(jīng)理批準(zhǔn)。Person requesting complimentary room for clients etc. mu

4、st complete the “ Complimentary Room Request” form, stating guests name, company, reason for complimentary room, arrival/departure details, room-type etc.2 為客戶申請免費(fèi)房間的人員必須填寫免費(fèi)房間申請單，內(nèi)容包括：客人姓名,公司,申請?jiān)?，抵?離店日期，房件類型申請?jiān)傻?The form must be endorsed by the Department Head of the requesting person before for

5、warded to the General Manager總經(jīng)理 for approval. Only after this approval can a reservation be made.3 免費(fèi)房間申請單必須由所在部門的經(jīng)理簽字認(rèn)可后，再交給總經(jīng)理批準(zhǔn)。只有 總經(jīng)理批準(zhǔn)后才可以做預(yù)訂。The Reservation GSA must check the reservations correspondence and pass a copy of the Comp AUTH Form to reception.4 預(yù)訂文員必須在檢查預(yù)訂和免費(fèi)房申請一致后，將免費(fèi)房申請單一并交給前臺。

6、Upon check in of the guest, the registration procedures must be followed and the Comp AUTH Form verified against the reservation, then attaches to the registration card.5客人在前臺按正常手續(xù)辦理入住，同時(shí)將免費(fèi)房申請批準(zhǔn)單附在登記單后。Should an extension to stay be required. A new Comp AUTH Form must be completed and approved prio

7、r to the extension of stay. This additional form with GMs signature must be attached to the registration card along with the previous form.6如果客人需要延住，在得到允許的前提下，必須再次填寫一免費(fèi)房申請書。這張附加申請單須在得到總經(jīng)理簽字后隨先前的申請書一起附在登記單上。Upon check out Comp AUTH For must be attached to copy of registration card attached. This must be placed with the cashiers work.7 退房時(shí)登記單和免費(fèi)房批準(zhǔn)單等相關(guān)文件交給財(cái)務(wù)部。8 The Night auditor must verify each evening the Comp report with all Comp AUTH Forms or Backups. All abnormalities are to be brought to the attention of the financial Controller.8 夜審必須審核每晚的免費(fèi)房的報(bào)告和所有免費(fèi)房申請批準(zhǔn)書。所有的異常情況必須與財(cái)務(wù)總監(jiān)核實(shí)。R