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、服務的起點。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。 制定前廳部標準運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準運作的政策和程序，確保前廳部運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的指導。使前廳部員工了解前廳的作用，了解前廳運作及管理的政策

2、和程序。LOCAL STANDARD OPERATING PROCEDURES本地標準操作程序LSOP No.:RM FO GS-19-02Effective Date:Division:Front Office前廳部Revised Date:Section:ReceptionPrepared by : Approved by 批準人:SUBJECT:Extension of Stay 延住程序_OBJECTIVE目的：Requests for extension of stays must be accepted when availability permits.在可賣房充足的情況下，必須

3、接受客人延住的要求POLICY政策：Room extension of stay is critical for hotel incremental revenue.客人的延住是酒店增加收入的關鍵的因素之一。PROCEDURES 程序： If a guest requests to extend the stay, the following must be verified: 如果客人申請延住必須確認以下信息： Is a room available for the requested number of nights? 是否可以按照客人要求提供合適的延住房間？ Can the same r

4、ate be offered? 是否可以提供相同的房間價格？ Is the room allocated for someone else during the requested nights? If so, can another room be allocated to the arriving guest or does the in-house guest need to be asked to change Rooms辦公室.在客人延住期間是否有他人要求入住相同房間？如果有此類要求，按照實際情況決定是分配其它房間給預抵客人還是將延住客人換到其它房間。If the room is a

5、vailable, extend the stay in the computer. 如果房間情況允許，立刻在電腦系統中為客人作延住。Check the payment-method:確認客人付賬方式：Credit card: take additional authorization. 信用卡：向銀行追加授權。 Voucher/direct billing: Guest need to contact with travel agent or company to send us extend fax, request guest for payment for extended night

6、s, not covered by voucher or agreement with company when the reservation was made. 旅行社憑證/掛帳：客人需同旅行社或公司取得聯系已獲得延住傳真，并獲得客人延住期間自付賬目的擔保。Cash: obtain additional deposit if credit card imprint was not given upon registration. If credit card imprint has been given as deposit, an additional authorization mus

7、t be taken.現金：如果客人沒有使用信用卡擔保要收取適當定金。如果用信用卡擔 保，必須要授權。The guests key card must be re-coded. If the guest is not present of the Reception, a new key must be sent to the guests room and information given that the new key must be used since the original one will expire. 重新給客人做房間鑰匙。如果客人未到前臺，要將房間鑰匙送到房間并通知客人必須使用新鑰匙，舊鑰匙即將失效。 Reviewed by 審核