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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-09-03Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Check In Guest with Voucher 持旅行社凭据宾客入住_OBJECTIVE目的：Guests must be registered and checked-in in a friendly and efficient manner热情，
3、快捷地为客人登记。POLICY政策：The hotel will accept travel Agent/Tour Operator vouchers according to the Marriott Voucher Acceptance Program, as well as the local contracts negotiated by the Sales Department and approved by the Credit Manager.与万豪集团有协议的旅行社凭证，与销售经理有协议的本地客户并经过信贷部经理批准的旅行社凭证酒店都将接受。PROCEDURES 程序： 1.
4、Proceed with check-in as normal. Check the method of payment on the guest profile. Usually the voucher details are given at time of the Reservations. If the guest does not present a voucher, it has to be requested from the guest.按照正常程序为客人登记。核对电脑客人资料中的付账方式。通常在做预订时已有凭证信息。如果客人没有主动出示凭证必须请客人出示。2. When th
5、e guest presents the voucher as their method of payment, the GSA must read the details of the voucher carefully and confirm with the guest the charges covered.如果客人出示凭证作为付账方式，宾客服务员必须仔细阅读付款凭证并和客人确认付费内容。3. For vouchers that are part of an airline ticket, be sure to only remove the Hotel Service Coupon,
6、 not the flight Coupon.如果凭证包含在航空公司机票联中，酒店只可以保留酒店凭证联，而不是整个飞机票联。4. Check the dates on the voucher to ensure it has not expired and refers to the guests stay at the Hotel.检查兑换券的日期，根据客人的入住期间确保客人的兑换券是否过期。5. Ensure the travel Agency who issued the voucher has the A/R account in Opera. The A/R accounts nam
7、e and related address is requisite. 确保兑换券的发行旅行社在系统里有专门的应收账户。此账户的名字和地址必不可少。6. If the voucher only covers part of the guests expected charges, the guest MUST take an alternative method of payment for incidental charges (refer Credit Card/Cash procedures).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.(参照信用卡和现金程序)
8、7. Record the Voucher number in the computer system. The system must be updated to accurately reflect the charges covered by the voucher.在系统中记录兑换券号码. 同时还须将凭证包含的付费项目在电脑内准确注明。8. Attach the voucher to the back of the Registration Card until the guest has checked out. Then the voucher must be attached t
9、o the guest folio and sent to income audit.汇兑换券附着在登记卡的背面直到客人要求离开，然后将兑换券付在分录账上交给审计核销9. The GSA must be careful to differentiate between a confirmation voucher and a charge voucher. If the GSA is uncertain whether the voucher is acceptable, for any reason, the guest must be informed that the voucher m
10、ust be confirmed and the guest will be contacted as soon as possible after check-in.宾客服务员必须学会区分确认信和付款凭证。如果员工不能确认凭证是否能够接受，必须通知客人此凭证需要确认后才能接受，确认后会马上告诉客人结果。10. If the guest claims that the voucher covers more than is indicated, inform the guest that we can only honor the stated charges on the voucher and that we will contact the issuer as soon as possible to confirm any other charges.如果客人声称还有其它费用包括在内，告诉客人酒店只承认凭证上所列项目，但酒店会联系签发凭证的公司确认其它费用。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