1、国际酒店前厅预订管理手册International Hotel Front Office reservation management manual国际酒店预订操作程序手册Operating procedures manual for international hotel reservationStandard & Procedure国际酒店管理程序标准操作程序手册SOPPosition: Reservations Sales Agent职位：预订部销售文员Department:Front Office/ Reservation 部门：前厅部/预订部部门经理：GM Approval: Zha
2、ng LeiDate: 总经理批准：日期：Task: Group Reservation Code: RM-RES-D150任务：团队预订序号： RM-RES-D150Standard:1. Group reservations and tour bookings will be handled efficiently and accurately to ensure smooth operation for all concerned. 2. Consideration is to be given to group room assignment to avoid unnecessary
3、inconvenience to other guests. The Shift Leader will handle all group bookings. 3. Group rates will be kept confidential and not revealed to irrelevant parties. 标准：1.团体预定必须被有效和正确地处理以保证酒店收益最大化，并使散客和长住客的不便减到最小化。2.所有团体预定将由预定主管处理。3.团体价格不可以泄露给任何不相关的人。 Procedures:1. When receiving an enquiry for group acc
4、ommodation, obtain necessary information including: Number of rooms required Type of room required, i.e. single, double or twin Arrival and departure dates Form of arrival/departure transport with time, i.e. by train, by air, by bus, etc. Possible food & beverage arrangements Company or agent respon
5、sible for ground arrangements if applicable2. Check availability of room types for dates required, with consideration given to: Rate category closeout period Special events during the period Estimated FIT and corporate demand Previous business from same tour/group company Contracted wholesale group
6、rate, corporate group or ad hoc business3. Where the inquiry has a negotiated contract rate for groups advise availability.4. If there is no contracted rate, advise caller that we will call back to them within 30 minutes with the best possible offer. (This will ensure that the rate to be offered can
7、 be carefully considered and the legitimacy of the calling party or company can be verified).5. If food and beverage arrangement is required, obtain quotation and venue then revert to the calling party/company.6. Advise appropriate hotel policy to the guest: Advise company of the “deadline” for canc
8、ellation, receipt of rooming list and prepayment Deposits will be payable within 7 days upon group confirmation Full Prepayment by certified check or money order is to be received 24 hours prior to group arrival (Cash prepayment is acceptable upon group arrival) Cancellation conditions may vary acco
9、rding to group size.7. When booking is accepted, Record all details on room reservation form If booking is received by the sales, Sales will pass all the documents including fax copy, group reservation order and the entire updated information etc to reservation department. Enter group master in Oper
10、a, and hold required number of rooms Set trace report to follow-up on prepayment or payment correspondence if credit facility is authorized Rooming list must be received latest 3 days prior to group arrival One day before key in rooming list and set up routing instructions for each room booked to gr
11、oup master to ensure proper payment process. One day before pass all the documents about this group including all the amendments with the latest information on the top to the front office shift leader on duty. When distributing the group documents file, brief the shift leader the main points of this
12、 group.8. When a group is large or of high monetary value, the Director of Sales & Marketing is to be advised to coordinate a run-down meeting with departments and associates concerned.9. Group rooming lists will be distributed to all concerned departments and associates latest 24 hours prior to gro
13、up arrival.10. Any late changes or amendments to room allocations or meal arrangements will be advised to all outlets immediately. Record the name of the person informed in the group profile. e.g. Caf Lido Manager, Janet Zhang advised on 10/21 at 1900 hours that breakfast for “Happy Tour” 25 persons
14、, October 22-24, now amended from 7:00 a.m. to 6:30 a.m. for both mornings, October 23 & 24.11. Reservation Manger should attend the weekly group meeting with a printed Weekly Group Forecast report.程序：1.当收到一个团体住宿的要求，要获得必要的信息，包括：房间数目房间类型到达和离开时间有抵达和离开时间的交通方式如：火车，飞机还是汽车。餐饮安排需要地陪的公司/旅行社名称及联系人。2.检查一下所需日期
15、能提供的房间类型以及考虑以下的问题：此价格在这时期是否关闭此段时期内的特殊活动估计散客和团体的需求与此旅游团队或公司已有过的业务考虑其他签约的旅行社团队价格，公司团队价格及其他生意。3.当查询已签有团队价格协议，应给予查询是否有可卖房。4.如果没有价格协议，告诉来电者有将在30分钟内回复并提供那段时期内最合理的团队价格。(这样可以确保我们仔细的考虑价格并确认来电者的信用)5.检查是否有餐饮的要求，并向餐饮部经理询问价格及场地是否能满足要求。联系客人并向其确认。6.向客人介绍酒店的一些政策：通知客人酒店关于收取名单，定金最后期限的规定及取消的政策。定金应在确认预订内的7天内收到。全额的保付支票或
16、邮政汇票要在团队到达前24小时汇到酒店如用现金结帐可在团队登记时在前台交纳。团队预订取消会视团队规的大小区别对待。7.当接受预订时应：在房间预订单上记录所有细节。如果预订为销售部所作，销售部要把所有资料包括传真，预订单及所有最新的信息交给预订部。把团队主帐单输入Opera中，并锁住相等数量的房间。设置跟踪报告来跟踪预付款事宜，如果旅行社属于可以挂帐公司要跟踪其凭据是否齐备。客人名单应在团队抵达三天前收到。1天之前把所有客人名单输入电脑并把所有房间的费用划到团队主帐单上，以确保正确的付账方式。团队到达的前一天晚上，将所有有关团队的资料送达前台主管，并作口头说明。8.如果是大型团队或大财团，市场营销总监应组织一个相关部门都参加的会议来协调安排团队事宜。9.在团队到达之前至少24小时之内，应将团队房间表分发给相关各部门。10.任何房间分配及用餐安排的变动将立即通知各部门。并在团队档案中记录下被通知信息的人。例如，西餐厅经理张经理，与10月21日19：00通知，快乐时光早餐25人，从10月22-24日入住，两早早餐由早7：00改至早6：30。11.经理要参加每周的团队会议，并准备团队预测报告。-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP酒店管理之家
