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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 -18-02Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Check out with travel agent voucher 旅行社凭证_OBJECTIVE目的：All Travel Agent vouchers accounts must be supported by valid vouchers or
3、billing instruction correspondence所有旅行社凭证必须确保有效期并在电脑内输入相关信息POLICY政策：All incidental charges must be settled by the guest.客人的杂费必须由客人自付。PROCEDURES 程序： 1. The guest must never be shown the contract rate or the travel agent account folio.任何员工不得将旅行社房间价格告诉客人。2. Obtain the travel agent voucher or billing in
4、struction correspondence to verify that the account is correctly charged. If it is not, adjustments must be made immediately.核对客人旅行社凭证或电脑内指令保证收费项目准确。如果不符，必须立刻改正。3. Treat the incidental account as a normal account and follow FIT check out procedures.客人杂费账目按照一般客人结账程序进行。4. Ensure that the folio with th
5、e charges to be forwarded to the agent has an A/R name related address.确保所有转去旅行社的帐都有相应的应收账户的名字和地址.5. If the voucher only covers part of the guests expected charges, the guest MUST take an alternative method of payment for incidental charges如果凭证只包含客人预计消费的一部分,针对客人的杂费就必须选择其他方法.6. After the guest has le
6、ft the desk, check out the travel agent folio using the appropriate settlement key.客人离店后，打印旅行社付账项目并结账。7. Attach the voucher or billing instruction correspondence to the folio and place it in the cash drawer for shift balancing.将旅行社凭证或相关凭证附在账单后面备用。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