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

2、l: Zhang LeiDate: 總經(jīng)理批準(zhǔn)：日期：Task: Late Departure Code: RM-RES-D100任務(wù)：推遲離店序號(hào)： RM-RES-D100Standard: Late departure means the expected departure of the guest is after the normal check-out time of 12:00 noon. The Reservation Sales associate will not commit availability of a late departure check-out durin

3、g high occupancy periods. Where necessary, the Reservation Sales associate will offer the guest options available such as storing luggage at the concierge.標(biāo)準(zhǔn)：推遲離開意味著結(jié)帳時(shí)間晚于中午12：00點(diǎn)鐘，預(yù) 訂 部 銷 售 文 員不 能 在 高 出 租 率 期 間 確 保 客 人 推遲離開。如果必要的話，預(yù)訂部銷售文員應(yīng)提供建議請客人將行李存在行李部。 Procedures:If a guest advises an expected d

4、eparture time at the hotel after 12:00 Noon, the Reservation Sales associate will explain the check-out time of the hotel, and advise the guest that the room might not be available at that time for occupancy. But when guest already arrive in the hotel, Front Office should confirm guest with offering

5、 required room type. If occupancy is low on the day of the guests departure, the Reservation Sales associate can provide room for the guests late departure, making a note in Opera that the booking is departing late.In periods of high occupancy, callers requiring a late check-out will be advised that

6、 it could be offered by paying half day room charge because of the high occupancy. If guest declines, we can offer options like storing the luggage at the concierge, and ask guest if he needs us to inform concierge to help take luggage.If guest agrees record departure time in Opera and explain guest has agreed to a late check out charge of 程序：1.如果一個(gè)客人通知說他將在下午12點(diǎn)鐘后離店，預(yù)訂部銷售文員將解釋酒店的結(jié)帳時(shí)間，并解釋說由于酒店的高出租率，無法免費(fèi)為客人提供推遲結(jié)帳服務(wù)。擔(dān)如果客人已經(jīng)到了前臺(tái)，在我們有房間的條件下提供所要求的房型。2.如果出租率很低，預(yù)訂部銷售文員可以為客人提供住房并在Opera中記錄推遲離開的信息。3.在高峰期間，預(yù)訂部銷售文員要告知致電者遲離店要求可以得到保證，但前提是酒店要收取半天的房費(fèi)。4.如果客人拒絕可向其推薦將行李存放在行李部，并詢問是否需