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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 OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 26TASK: Extension StayEQUIPMENT REQUIRED设备要求: Fidelio terminalWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Re
2、ceive extension requirement from guest.Check guest how many days to be extended.Check the room availability status.Check guest balance.Check if guest is paid by company or travel agent.Make extension for guest.Politely ask guests name and room number and confirm in the computer. Say: “Good Morning,
3、Sir/Madam, may I help you?”Saying: “Mr./Mrs. XX, may I now that how long will you want to extend?”Check the room availability status in the computer.Only keep Assistant Manager / Receptionist Manager informed after you do under full house situation.To check guests cash deposit or credit card approva
4、l amount.But, please check it in a polite way and keep guests regard. If deposit is not enough, invite guest to pay more deposit is not enough, invite guest to pay more deposit for change payment. If it is credit card payment, accept extension request at first, check approval amount later. By saying
5、: “Mr./Mrs. XX, your deposit is not covered your extension stay, could you pay more deposit please?”If paid by company or travel agent, written extension notice is needed at least before departure, otherwise explain to guest we will charge to guests own account and for travel agents booking room rat
6、e will also be changed to walk in rate from extension day.Make extension for guest in computer immediately if the above terms & conditions are acceptable, update room key for guest.To ensure the correct room number to provide precise service.To get accurate information so as to provide precise servi
7、ce.To encourage receptionist decide making.Credit policy should be applied.Always respect guests and shows your care to the guest.Dont keep guest wait.Update guests profile to show our superior service standard.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、SOP4