1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 29TASK: Travel Agency Voucher (Page 1 of 2)EQUIPMENT REQUIRED设备要求设备要求: Fidelio workstation, Bill
2、Folio, Indemnity FormWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Request guest to present voucherCheck voucherCheck paymentIf upon check in, guest indicates that reservation is booked through travel agency, politely request guest to present hotel voucher or booking order issued by travel agency.By sayi
3、ng: “May I have your travel agency voucher, please?”Carefully check following items which should be stated on voucher:-Hotel name, see if it is booked in Sofitel Boao-Travel agency name, see if travel agency name match the name on reservation form.-Name of guest, group, see if name of guest, group o
4、n voucher matches name are same as reservation form.-Period of stay, see if period of stay matches the period of stay on reservation for.-Number of room, pax, see if number of room pax match the number of room pax on reservation form.-Description service, see if service of description match the desc
5、ription on reservation form.-Billing instruction, see if charge paid by travel agency and if match the billing instruction on reservation form.a. Credit Manager is responsible for check the travel agency payment 24 hours prior of guest arrival. If travel agency is in hotel credit list, except for ch
6、arge which is indicated on voucher to be paid by travel agency, all incidental charge will be paid by guest and RMB 500 should be collected upon check in if guest pay by cash, if pay by credit card, “Credit card acceptance procedure” should be followed up.No voucher, no check in under travel agency
7、reservation.If items dont match, difference point must be found out upon check in.Enough advance deposit protects hotel benefit.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front OfficeJOB TITLE职务:
8、ReceptionistTASK NO任务编号: 29TASK: Travel Agency Voucher (Page 2 of 2)EQUIPMENT REQUIRED设备要求设备要求: Fidelio workstation, Bill Folio, Indemnity FormWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Adhere to voucher indicationb. If travel agency is not in hotel credit list, means all charge which indicate on vouc
9、her will be paid by travel agency should be paid prior to the guest check in, other wise, guest will be noticed upon check in to pay directly to hotel by guest on walk in rate or company contract rate if guest have company contract.Strictly adhere voucher indication, if guest request split stay, it
10、is not allowed. If guest extension, the voucher should be submitted to hotel immediately, also should check with travel agency by return a fax to hotel, otherwise, the guest will charge directly on walk in rate or company rate if the guest have confirmed with hotel.Voucher is the final confirmation.
11、 Any charge should be through travel agency in document way.Protect hotel benefit and keep contract rate between hotel and travel agency confidential.Voucher is the final confirmation. Any charge should be trough travel agency in document way.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期-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、SOP5
