1、国际酒店前厅部操作手册前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LO
2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO FD -17-03Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Refund not collected 宾客结账未取余额_OBJECTIVE目的：Guest leaves the hotel without collecting refund on advanced deposit. The hotel will k
3、eep the refund until the guest claims it.客人没有来前台取走剩余的定金就离开了酒店。酒店将为客人保留这笔款项，直到客人前来申领。POLICY政策：To ensure properly record is taken, approved by GSM on duty确保所有未取余额清楚记录，并由当班宾客服务经理批准PROCEDURES 程序： 1. On occasions, some guests may forget to check out, even if a cash deposit has been given. Guests will the
4、n usually call the hotel for help, to keep the refund temporary for him/her. 有时候有些客人可能会忘记退房，他们通常会打电话要求将房间退掉，剩余现金暂时存放在前台。2. When guest calls hotel for help, we must confirm with the guest if he/she had something left in his room and ask for a contact number.当客人打电话提出以上要求时，要与客人确认房间内是否有遗留物品并留下联系电话。3. Ca
5、ll Housekeeping to check the room. City Ledger the remaining balance to finance, then check out the room. keep a copy of guests profile and bill in Unclear Deposit for future checking.打电话让客房部查房。同时将剩余现金挂账到财务部. 4. When the guest comes to collect the refund, GSA must ask for the original receipt当客人回来取钱
6、时应收回定金收据。5. Request guest to sign the paid out voucher. GSA must verify the signature specimen. Then return the money. 请客人在退款单上签字确认，交还客人剩余现金。6. Find out the room which was stay by guest before, and then find out the amount how much city ledger to finance was. Create a new PM room.找到之前挂到财务的现金账金额。在原有的
7、客史资料上建立一个主账房。7. Pick out the corresponding amount from the master account and city ledger it to finance again. At this time the balance is zero, remember to check out this room with printed bill, and filed in unclaimed folio holder 做一个现金支付后再挂账到财务部，此时主账房余额为零， 记住要需打印账单并保存于未取账单文件夹。8. Submit the bill and cash paid out voucher to accounting for audit.将账单和退款单上交财务部审查。Reviewed by 审核人: Approved by 批准人: _ Division Head部门主管 General Manager总经理酒店管理手册前厅、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
