酒店前廳部預訂管理程序手冊-SP-RM-RES-D050 No-Shows (v)預訂未到

1、國際酒店前廳預訂管理手冊International Hotel Front Office reservation management manual酒店管理之家國際酒店預訂操作程序手冊Operating procedures manual for international hotel reservationStandard & Procedure國際酒店管理程序標準操作程序手冊SOPPosition: Reservations Sales Agent職位：預訂部銷售文員Department:Front Office/ Reservation 部門：前廳部/預訂部部門經(jīng)理：GM Approva

2、l: Zhang LeiDate: 總經(jīng)理批準：日期：Task: No-Shows Code: RM-RES-D050任務：預訂未到序號： RM-RES-D050Standard:One nights accommodation charge at the rate confirmed, including service charge and tax will be charged to the guaranteed booking that does not arrive on the specified date. All reservation details will be thor

3、oughly checked before applying a no-show charge. The Director of Sales & Marketing will authorize no-show charges.標準：1.按照預訂標準的一個晚上的住宿費用，包括服務費和稅費，將被當作如不在指定日期到達的預訂保證金。2.在計算預訂卻未到的費用前，應徹底檢查所有的預訂細節(jié)。所有的無住宿費用將首先由銷售總監(jiān)審定。Procedures:Reservation Sales associate on morning shift will print a no-show report.Acce

4、ss Opera inquiry screen to ensure guest is not already in house and reservation is not duplicated.Reservation shift leader will contact the guest or the party responsible for the reservation to:Verify the arrival date is correctObtain a cancellation number if guest claims booking was cancelledInform

5、 guest No show charge If reservation was from a corporate account on the Top Twenty Customer Profile list supplied by the Sales Department, the Director of Sales & Marketing will be consulted for appropriate action.If the charge is to be waived, make a notation in the guest and company profile that

6、the no-show charge is waived. When continued no-shows are noted, bring to the attention of the Shift Leader to advise the Sales associate concerned to follow-up with the company.If the charge is to be applied, prints the screen of the guests profile.After get all the detailed information and instruc

7、tions from reservation and sales department Front Office will charge one night at the quoted room rate including service and tax to accommodation, and settle the payment according to the guarantee method such as Credit card, Deposit or City ledger to company.程序：1.早班的預訂人員將打印一份預末訂未到報告。2.進入Opera查詢屏幕，確定預訂客人沒有登記入住，預訂不是重復預訂。3.預訂主管將和客人聯(lián)系：核實抵達日期是否正確。如果客人取消預訂，應有一個取消號碼。告知客人預訂未到引起的費用。4.如果預訂屬于酒店的前20名客戶之一，此事要交給營銷總監(jiān)酌情處理。5.在客人及公司檔案中做上記號，表明預訂未到費用已被取消。如果一再發(fā)生預訂未到情況，應引起主管的注意，并讓銷售部和公司聯(lián)系。6.如果需要收取客人的預訂未到費用，要打印客人檔案。