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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:CANCELLATIONS取消预订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-17Effective date有效日期:SOP Author作者:SOP approved by批准者:Manager of Revenue Management收
3、益管理经理General Manager总经理StandardReservation agents will handle booking cancellations of guestrooms initiated by the hotel or by the party that initiated the original reservation. All booking cancellations for same day arrivals and arrivals beyond 24 hours will be actioned immediately with information
4、 passed to all departments concerned.预订代理将处理由酒店或发起原始预订的一方发起的客房预订取消。所有当日及超过24小时的旅客，如有取消预订的情况，我们会立即通知各有关部门。Procedure1. When a call/fax/letter is received to cancel a booking, the reservation agent will locate the booking in the Property Management System (PMS, e.g. OPERA, Fidelio) immediately.2. If ca
5、ncellation is made by phone, confirm with the caller to verify that it is the correct booking by asking the caller, “Mr. XXX, your reservation was for arrival on the 23rd of October for 3 nights and departing on the 26th of October?”3. When confirming the booking with the guest present, at the same
6、time check the booking to see if there are any associated bookings or traces, such as airport transfers, restaurant bookings, etc. Double confirm and handle these requirements with the guest. Inform all departments concerned of the cancellations after the conversation with the guest. Amend accuratel
7、y in the PMS.4. Where possible, find out the reason for the cancellation, such as: canceling business schedules, choosing another hotel, etc. and enter the details into the PMS.5. If the caller is not the guest, ask for the name and contact telephone number of the caller, and enter this information
8、into the PMS, e.g. “reservation cancelled by XXXX on XXXX. Contact telephone number is XXXX-XXXX”.6. Give the caller the cancellation number for his/her reference. In the event the caller receives a no-show charge in error, he/she can provide this cancellation number to prove the booking was cancell
9、ed.7. Before ending the call, offer to make a booking for another date.8. Cancellation made by fax or letter must be replied within 24 hours. Highlight cancellation on the fax or letter and write down the cancellation number on the fax or letter and sign and date clearly. 1.当收到取消预订的电话/传真/信函时，预订代理将立即
10、在物业管理系统（PMS，例如OPERA、Fidelio）中找到预订。2.如果通过电话取消预订，请向来电者询问“XXX先生，您预订的是10月23日抵达，共3晚，10月26日出发”，以确认预订是否正确3.与在场客人确认预订时，同时检查预订是否有任何相关的预订或痕迹，如机场接送、餐厅预订等。与客人再次确认并处理这些要求。与客人交谈后通知各相关部门取消预订。在PMS中准确修改。4.在可能的情况下，找出取消的原因，例如：取消商务日程、选择其他酒店等，并将详细信息输入PMS。5.如果来电者不是客人，询问来电者的姓名和联系电话，并将此信息输入PMS，例如“XXXX取消XXXX的预订”。联系电话是XXXX-XXXX”。6.给打电话的人提供取消电话号码，供他/她参考。如果打电话的人错误地收到了一个不显示费用，他/她可以提供这个取消号码来证明预订被取消了。7.在结束通话前，请主动预约另一个日期。8.以传真或信件方式作出的取消必须在24小时内回复。在传真或信件上突出显示取消，在传真或信件上写下取消号码，并清楚地签名和日期。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