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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:NO SHOWS 预订未到Department(s)部门:EO ReservationPosition(s)职位:Reservations AgentBrand standard ref品牌标准参考.NILReference No参考标准:SOP-EO-RES-AGNT-15Effective date有效日期:SOP Author作者:SOP approved by批准者:Manager of Revenue Management收益管理经
3、理General Manager总经理Standard1. One nights accommodation charge at the rate confirmed, including service charge and tax, will be charged to the guaranteed booking that does not arrive on the specified date. 2. All reservation details will be thoroughly checked before applying a no-show charge. The Dir
4、ector of Sales & Marketing authorizes no-show charges. 1.未在指定日期到达的保证预订将按确认的价格重新一晚住宿费，包括服务费和税费。2.在申请免收预订费之前，所有预订细节都将被彻底检查。市场销售总监授权不承认演出费。Procedure1. A morning shift Reservation agent will print a no-show report.2. Access the Property Management System (PMS, e.g. OPERA, Fidelio) inquiry screen to conf
5、irm the guest is not already in house and the reservation is not a duplicate.3. Reservation shift leader will contact the guest or the party responsible for the reservation to:- Verify the arrival date is correct- Obtain a cancellation number if the guest claims the booking was cancelled- Inform gue
6、st of the No-Show charge 4. If the reservation was from one of the Top 20 corporate accounts, consult the Director of Sales & Marketing for appropriate action.5. If the charge is to be waived, make a notation in the guest and company profile that the no-show charge is waived. When continued no-shows
7、 are noted, inform the Shift Leader to advise the associate assigned to this company to follow-up with the company.6. If the charge is to be applied, print the screen shot of the guests profile and include in the guests file. 7. After the Reservation agent gets all the detailed information and instr
8、uctions from the Reservation and Sales & Marketing departments, the Front Office will charge the guest one night at the quoted room rate, including service and tax. The payment will be settled according to the guaranteed method of payment, such as Credit card, Deposit or City ledger to company.1.早班预
9、约代理会打印一份不到报告。2.进入物业管理系统（PMS，如OPERA，Fidelio）查询屏幕，确认客人未入住，且预订不重复。3.预订班长将联系客人或负责预订的一方：-验证到达日期是否正确-如果客人批准预订被取消，请获得取消号码-通知客人免收费用4.如果预订来自排名前20位的公司客户之一，请咨询销售和市场总监以采取适当的行动。5.如果要免收费用，请在客人和公司简介中注明免收不到场费。如果仍然没有注意到任何显示，通知值长通知分配到该公司的员工跟进公司。6.如果要收费，请打印客人档案的屏幕截图，链接其包含在客人档案中。7.预订代理从预订部和市场销售部获得所有详细信息和指示后，前台将按报价的房价向客人接受一晚的费用，包括服务费和税费。付款将根据保证的付款方式进行结算，如信用卡，存款或城市分类账支付给公司。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