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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 GS-19-04Effective Date:22/10/2013Division:Front Office前厅部Revised Date:22/10/2013Section:ReceptionPrepared by : Lynn LiuApproved by 批准人:SUBJECT:Late Check out 延迟退房_OBJECTIVE目的：The hotels check-out time is 12:00 noon, which can be extended to 13:
3、00pm without charge, subjected to availability. Check-out time for Marriott Rewards Member refer to Marriott Rewards Guidelines酒店客人正常结账时间是中午12:00点，根据酒店入住率不收费最晚可延迟到14:00点POLICY政策：Guest late check out request should handle flexible, it is subjected to room availability.客人延迟退房需求应灵活处理, 但需根据酒店住房率情况而定。PRO
4、CEDURES 程序： 1. When a guest checks out after the hotels check out time, follow the regular procedure for checking out a guest, but check to see if any late charges should be added to the guests account.如果客人超过正常结账时间退房，按照正常结账程序进行，但要核对延迟退房是否收费。2. All late check out information should pass to housekeepi
5、ng before 14:00, GSO need to input comment in opera comments.所以延迟退房信息需与每日下午14:00前通知客房部，前台主管需在酒店系统中注明客人延迟退房信息。3. Guest who has requested late check out, a reminder of renew guest room key should pass to guest for their acknowledge.对于有延迟退房需求的客人，前台应告知客人需更新钥匙信息。4. The GSM who authorizes the late check o
6、ut will note in the guest folio whether the late check out is chargeable or complimentary. Although hotel revenue must always be maximized, discretion and flexibility must be used, depending on availability, guest, company, VIP, etc.如果宾客服务经理同意客人延迟退房，需要在电脑备注中注明是否收取延迟退房的费用。虽然酒店的收入要不断的增加，但可根据当天的可卖房情况，客
7、人的种类，公司及是否是贵宾客人可灵活处理。5. Guidelines for late checkout are as follows延迟退房标准如下： Reception ambassador can offer free late check out until 14：00 前台大使可为客人免费延迟退房到下午2点； GSO can offer free late check out until 15:00前台主管可为客人免费延迟退房到下午3点 GSM can offer Free late check out until 16：00 宾客服务经理可为客人免费延迟退房到下午4点； FOM&A
8、FOM can offer free late check out until 18：00 前厅经理和助理前厅经理可为客人免费延迟退房到下午6点 6. Late Check out Charge:延迟退房费用：l Ambassador collect late checkout charge RMB200 from guest, post the charge to guests bill with the code part day #16200, print out the billing and hand over to Key driver.大使通过提供客人延迟退房至下午18：00收取
9、的RMB200费用，用Part day#16200的code 入账，客人结账后打印账单，下班前提交给GSM。l Key driver adjust the part day incentive to TSA report after receive the part day bill from Reception.宾客服务经理收到大使递交的半天放费收入的账单后，将该笔奖励输入到TSA报表中，和upsell 一起计算。l Ambassador collect late checkout charge RMB200 from guest, can also get 10% incentive. 大
10、使通过提供客人延迟退房至下午18：00收取RMB200的费用，可获取10%奖励。l According to the Rate of T/A(guest booking from T/A and settle room rate in reception)l According to the T/A rate, guest settle the payment with T/A, it would need guest to contact with T/A 7. After 18:00 Charge guest by full of BAR room charge 但若客人需18:00以后退
11、房，前台将按当天可卖房价全额收取。8. Notify the GSM on every late check-out request without charge. 宾客服务经理要在未被收费的房间注明原因。9. General Manager总经理/ Director of Rooms办公室 / Director Of Marking / Director Of Revenue Management/ Front Office前厅部 Manager /Guest Service Manager can approve late总经理，房务总监, 市场销售总监,收益总监,前厅部经理和宾客服务经理有权批准延迟退房。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