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1、国际酒店预订收益管理-Reservation&Revenue Management前厅部Front Office国际酒店预订收益管理Reservation&Revenue Management SOP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
2、。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。Standard Operating Procedure标准操作程序SOP Title标题:END OF SHIFT PROCEDURE换班结束程序Department(s)部门:EO Reservation预订Position(s)职位:Reservations Agent预订员Brand standard ref品牌标准参考.NILReference No参考标准:SOP-EO-RES-AGNT-02Effective date有效日期:SOP Author作者:SOP approved by批准者:Manager of Rev
3、enue Management收益管理经理General Manager总经理StandardReservation associates will complete all his/her daily duties and tasks before the end of each shift. All reservations received during the day and all expected arrivals for the following day should be properly processed in the Property Management System
4、 (PMS, e.g. OPERA, Fidelio) before the end of the shift. 预订助理将在每个班次结束前完成他/她的所有日常工作和任务。当日结束时，应在管理系统（PMS, e.g. OPERA, Fidelio）中妥善处理当天收到的所有预订以及第二天的所有预计到达。Procedure1. Check the in-tray folder for all uncompleted reservation forms or faxes and process them in the PMS. 2. All reservation material and pape
5、rwork during the day should be properly filed.(Refer to SOP-EO-RES-AGNT-05 FILING for more details) 3. Ensure all necessary and detailed follow-up information is logged in the reservation logbook.4. Check and ensure all items on the trace report marked “Actioned” are resolved in the PMS. If not, ent
6、er detailed comments in the logbook on any progress made and provide a detailed description about the case. Ensure trace is rolled to the following day and handed over to Shift Leader.5. Clean telephone, handset and mouthpiece with disinfectant.6. Log off the PMS.7. Ensure work area is clean and tid
7、y and all loose paper, files and waste are put away or filed properly before the next shift arrives.8. Check the roster for the following day and when you will be on-duty.9. Pass all the next day arrival documents associated with the Front Office, such as transient booking voucher, fax, group bookin
8、g file, etc,. to their shift leader. When distributing these files, explain to the receiving associate the main content of the documents, especially if they are about group bookings.10. Sign off duty, and if you are leaving the office for the evening, turn off all the power before leaving the office
9、.11. Return the uniform to the uniform room and obtain a freshly laundered one for the next shift.12. Exit through the Associate exit only.1.检查收件箱中所有未完成的预订表格或传真，然后在PMS中进行处理。2.白天应妥善归档所有预订材料和文书工作。（有关更多详细信息，请参阅SOP-EO-RES-AGNT-05归档）。3.确保在预订日志中记录了所有必要且详细的后续信息。4.检查并确保跟踪报告中标记为“已执行”的所有项目在PMS中均已解决。如果没有，请在日志中
10、输入有关所取得的任何进展的详细评论，并提供有关此案的详细说明。确保将跟踪结果滚动到第二天，然后移交给Shift Leader。5.用消毒剂清洁电话，听筒和烟嘴。6.注销PMS。7.确保下一次班次到来之前，工作区清洁整洁，所有松散的纸张，文件和废物都应妥善存放或归档。8.在第二天和值班时检查花名册。9.传递与前台相关的所有第二天到达文件，例如临时预订凭证，传真，团体预订文件等。给他们的班长。分发这些文件时，请向接收人员说明文件的主要内容，尤其是有关团体预订的文件时。10.注销工作，如果您要在晚上离开办公室，请在离开办公室之前关闭所有电源。11.将制服返回制服室，并获得新洗的衣服，以备下一班之用。12.仅通过Associate出口退出。Supporting Documents支持文档NIL-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