前厅部前台岗位技能培训标准国际星级酒店宾馆手册 RM-FO-GS-19-01 Trace Due Out 跟进预离房间.doc
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1、LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO GS-19-01Effective Date:Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Approved by:SUBJECT:Trace Due Out 跟进预离房间_OBJECTIVE目的:To ensure daily due out room record is proper taken.确保所有预离房间有效地跟进并记录。POLICY政策:After the hotels checkout time,
2、 12:00 noon, guests who have not yet checked out must be contacted to verify their departure, to ensure correct room status at all times.对于在酒店正常退房时间后(中午12:00点)仍未离店的客人,前台接待员要联系客人确认客人离店日期,保证房态的准确性PROCEDURES 程序: 1. At 13:00 (for 12:00 check-out time) the GSA will print a report showing all expected dep
3、artures that are still in-house每天在13:00点(正常客人中午12:00离店时间),前台接待员会打印预离客人报表与仍未退房客人确认离店日期。2. Inform Housekeeping due out status before 14:00.预离房间统计信息需在下午2点前与客房部沟通。.3. The departure time must be checked in the system and if the guests departure date has been altered.如果客人离店时间改变,必须输入电脑。4. Each guest-room m
4、ust be called to determine the expected checkout time of the guest.打电话到每个房间确认离店时间。5. If there is no answer, Guest Service Manager must inform HSKP to check the room and got the information about if has luggage in the room.如果房间无人接听电话,宾客服务经理要通知客房部查房以了解房间行李情况.6. If the room is vacant, the guests paymen
5、t method and balance must be checked. If the balance is zero and the bill settled, the guest must be checked out from the system. 如果房间是空房,要核对客人账户剩余金额。如果账户余额为零,并且已经付账,将房间退掉即可。7. If there is no luggage in the room or short on the deposit, the door will be locked by GSM. 如客人房间没有行李或者押金不够,可让宾客服务经理封门。8. A
6、 trace & alert should leave in the system to describe the reason if the door has been locked.如有做封门,一定要在电脑系统的“跟踪信息”内注明。9. If there is still a balance on the folio, the payment method must be verified and if a credit card voucher or direct billing instruction has been given and covers all charges, pay
7、ment must be posted and guest checked out from the system. (Refer also to procedure “Posting of late charge”).如果账户内有余额,核对客人付账方式,如果是信用卡,旅行社凭证或挂帐来付所有费用。按照正常程序退房即可 (参照“追收账目程序”)10. If the balance cannot be settled with the deposit or back up available, further investigation is required to determine how
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