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 Office JOB TITLE职务: ReceptionistTASK NO任务编号: 57TASK: Room / Rate Chang Procedure (Page 1 of 2)EQUIPMENT REQUIRED设备要求设备要求: WHAT TO DO要做什么要做什么H
2、OW TO DO如何去做如何去做 IT如何去做如何去做WHY为什么Assign a new room.Raise the room/rate change formCheck with guest time of room change and inquire if guest would be in room.Use the f3 screen in Fidelio and look for an alternative room.Clearly explained the room rate Be sure that the room would meet the expectations
3、 of guest if guest initiates room change. Ea. regarding difference and new room rate if new room is in different category.Fill all details on the form:e.g. Name of guest New room number Old room number New room rate Old room rate Arrival date Departure date Reason for change Receptionist signature R
4、eceptionist (Bellman)s initial TimeCall the guest and ask when the guest would like to process the room change.Check if guest wold were in during the change.If guest is in room send the bellboy with the new room key & welcome booklet up to the guest.To prepare for the change.Let guest have clear id
5、Guest satisfaction.The room rate change. Offer our precise service.To process the room change and to inform DEPARTMENT部门s concerned.Guest comes first.For security reasons.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
6、名/日期DEPARTMENT部门: Front Office JOB TITLE职务: ReceptionistTASK NO任务编号: 57TASK: Room Change Procedure (Page 2 of 2)EQUIPMENT REQUIRED设备要求设备要求: WHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做 IT如何去做如何去做WHY为什么Inform the relevant DEPARTMENT部门sFollow upChange the room number in the computer and registration card.If gu
7、est would like change later, leaving an instruction to other colleagues, to ensure everyone know the guests room change request.Receptionist calls the relevant DEPARTMENT部门s for informing guest room change. Telephone operator Housekeeping Room Controller Laundry & valetWrite down all the call receiv
8、ers name.Call the guest immediately after room change to check guest satisfaction.Retrieve guest folio and key in the new room number.Cancel the old number on the registration card and write the new number.Update guest room number with the relevant DEPARTMENT部门s.Guest satisfaction is very important.To avoid any confusion during billing.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、SOP
