《SOP-Front Office - RS 》.doc

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SUBJECT編號 標題FO-RS-001 Reservation Office Hours預定部作息時間FO-RS-002 Reservation Form 預定表格FO-RS-003 Making New Reservation新預定FO-RS-004 Amendment Reservation預定的修改FO-RS-005 Reservation Cancellation預定的取消FO-RS-006 Confirmation Letter/Slip確認信/紙條FO-RS-007 Reservation Form Filing 預定表格的填寫FO-RS-008 Arrival Report到達報告FO-RS-009 No Show預定但未抵達FO-RS-010 Reservation Procedure With Credit Arrangement信用預定程序FO-RS-011 Reservation Procedure Without Pre-approved Credit Arrangement無事先確認信用的預定FO-RS-012 Guarantee Reservation擔保預定FO-RS-013 Guarantee Reservation Policy擔保預定政策FO-RS-014 House Use Room And Complimentary Room客用房或免費房 STANDARD OPERATING PROCEDURESSubject: Reservation Office Hours 預定部作息時間Effective Date: Jan. 2009Policy No: FO-RS-001 Issued by: FOMPage: 1 of 1Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective目標The objective of setting this procedure is to maximize the productivity of reservation agent and minimize the manning as well.設置該程序的目的是發(fā)揮預定部員工的最大效率以及最大限度降低人力投入。Policy Statement政策闡述It is the policy of Howard Johnson ( Hotel Name ) to keep the same working hours of majority companies to deliver them the best services and productivity maximization該政策是豪生（ ）酒店與其他大部分公司的作息時間保持一致，最大限度的提供服務和生產力。Procedures程序Monday to Friday 08:00am to 08:00pm星期一星期五 早上8點到晚上8點Saturday, Sunday and public holiday08:30am to 05:30pm星期六、星期天和公共假期 早上8點半到下午五點半1. After office hours, reservation lines should be automatically forwarded to Front Desk for handling.在工作時間以外的預定工作應該自動交給前臺處理。2. Operator should transfer all incoming reservation calls to front office handling after office hours.在工作時間以外接線員應該把預定電話轉接到前臺。3. Front Office agent should gather all necessary information to complete the reservation.前臺辦公室員工應該為完成預定而收集所有必要的信息。4. All new, amendment and cancellation reservations should be passed onto reservation for recording purpose.所有新的、修改的、取消的預定都應該交到預定部以便記錄。5. AM should check all incoming faxes regularly and handle each reservation request instantly and pass back to the reservation department for recording purpose.經理主力應該檢查所有接到的常規(guī)傳真并立刻處理每一個預定要求同時反饋給預定部以便記錄。6. Front office agent should give instant confirmation letter to guest if required.如果必要，前臺員工應該立刻給客人一個確認信。STANDARD OPERATING PROCEDURESSubject: Reservation Form 預定表格Effective Date: Jan. 2009Policy No: FO-RS-002 Issued by: FOMPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目標The objective of setting this procedure is to provide a standard form covering all information that should be asked for taking a reservation.設立此程序的目標是提供一個標準的附有所有信息的表格，該表格是 要求預定的。Policy Statement政策闡述It is the policy of Howard Johnson ( Hotel Name ) that all department must use a standard reservation form to find all relevant details that will facilitate room assignment preparation and expedite check in procedure.這是豪生（ ）酒店關于所有部門都使用標準預定表格以填寫相關細節(jié)的政策。這些相關細節(jié)將簡化房間準備工作和加速入住手續(xù)的辦理。Procedures程序Reservation form must consist of following details.預定表格必須包含下列信息：1. Name of Guest ( Last name, first name ) 客人名字（姓，名）2. Arrival and departure date meaning the check in and check out date.意味著入店和離店的抵達和離開的時間。3. Arrival and departure flight details is to register the transport means and exact time of arrival. This is very essential during the high demand period allowing the Front office to organize room assignments based on first come first serve basis and minimize cases of no shows. 抵達和離開航班細節(jié)是為登記交通方法和抵達的確切時間。在高峰期允許前臺根據首次抵達和首次服務為基礎安排房間以及盡可能減小預定但未到達的事件是非常重要的。4. Room type indicating exactly what kind of room guest prefers.房型明確指出客人喜歡的房型5. Room rates that agreeable to the guest on one time deal or long term contractual arrangement.與客人達成的在某一時間和相當一段時間的合同價格。6. Number of guests-register the numbers of adult or child that are going to stay facilitate the room assignment done by receptionist upon arrival.要住宿的成人和兒童的數量，登記客人的數量，接待員根據抵達情況安排房間情況。 STANDARD OPERATING PROCEDURESSubject: Reservation Form 預定表格Effective Date: Jan. 2009Policy No: FO-RS-002 Issued by: FOMPage: 2 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All Associates7.8. Special request e.g. room allocation, pickup service, smoking/non-smoking room.特殊要求如房間位置、行李服務、煙房/無煙房。9. Amenities requirement ( Tick the appropriate box for guest recognition program )特殊的令人驚喜的事件。（為客人安排合適的、認可的禮品盒）10. Name of Person who takes the booking and date.預定和約定人的名字。11. The completed reservation forms must be passed onto reservation agent for handling immediately without delay.完成的預定表格應該立刻遞交給預定部員工并無遲疑。12. The reservation agent has to register all details in the computer reservation system and sign on the particular name and reservation confirmation number.預定部員工將在計算機預定系統(tǒng)中登記所有的細節(jié)并注明特殊的名字和預定確認號碼。STANDARD OPERATING PROCEDURESSubject: Making New Reservation 新預定Effective Date: Jan. 2009Policy No: FO-RS-003 Issued by: FOMPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目標The objective of setting this procedure is to establish a uniform and standardized way to making a new reservation.設置此程序的目標是建立一套統(tǒng)一的標準的新預定方法。Policy Statement政策闡述It is the policy of Howard Johnson ( Hotel Name ) to ensure new reservations are handled in a timely professional and efficient manner.這是豪生（ ）酒店確保新的預定以專業(yè)的高效的方法得到處理。Procedures程序1. Greeting while receiving inquiry through telephone.接到質詢時，通過電話致以問候。2. Ask guest name and staying period politely as well as room type guest prefers.禮貌地訊問客人名字和住宿期限以及其有要求的房型。3. Check room availability according to the period of stay and room type required. 根據住宿要求的時間和房型、檢查房間的可用性。4. Check Corporate/Travel profile through Fidelio to find out if it has contract rate with hotel before confirming the room rate.在確定房價前，通過檢查備忘錄檢查團體和旅行社大概信息，以確定是否有合同價格。5. If pickup service is required, it is a must to have exact arrival details and confirmation from Concierge on limousine availability before committing to guest, all pick up service must be guaranteed either with company letter or credit card.如果需要接送服務，在提交給客人之前，必須有確切的抵達細節(jié)和來自禮賓部確切的轎車使用情況，所有接送服務必須保證在有公司信函和信用卡的前提下進行。6. Obtain all the necessary information indicated on the reservation form and fill out the form accordingly.獲得所有必要信息，這些信息指出預定表格并填寫相應表格。7. Input all the details into Fidelio, and log down the confirmation number.在備忘錄上填寫所有細節(jié)，并記錄確定號碼。8. Confirmation letter must be done and delivered instantly.確認信函必須立刻被完成和發(fā)送。STANDARD OPERATING PROCEDURESSubject: Making New Reservation新預定Effective Date: Jan. 2009Policy No: FO-RS-003 Issued by: FOMPage: 2 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All Associates9. Confirmation letter must be attached with the reservation form. The reservation form is then filed by the reservation associate in the cabinet in alphabetical order according to date, month and year.確定信函必須賦有預定表格。預定表格然后被按照字母順序根據相應時間、月份、年在相關預定部門的櫥柜內歸檔。STANDARD OPERATING PROCEDURESSubject: Amendment Reservation 預定的修改Effective Date: Jan. 2009Policy No: FO-RS-004 Issued by: FOMPage: 1 of 1Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目標The objective of setting this procedure is to establish a uniform and standardized way in handling reservation required an amendment.設置該程序的目標是建立一套統(tǒng)一的標準的方法處理必要的修改預定問題。Policy Statement政策闡述It is the policy of Howard Johnson ( Hotel Name ) to ensure amendment reservations are handled properly at all times.這是關于豪生（ ）酒店為隨時準確處理預定更改的政策。Procedures程序1. Warm, friendly greeting while receiving inquiry through telephone.通過電話接到要求時，致以熱情友好的問候。2. Retrieve the original reservation form.重新填寫原始預定表格。3. Complete the new reservation form and give a tick on the amendment column.完成新的預定表并在更改過的部分做記號。4. Specify the new information on the amendment reservation form.在預定表格上詳細填寫新信息。5. Mark down the changes against the original on the remark with details.根據原始記錄，記錄下詳細的變化情況。6. Pass onto the amendment form to reservation agent handling.將預定表格上交給預定部。7. For any amendment on staying period, it is necessary to check with room availability on the new dates before committing to guest.為了任何住宿期間的改動，有必要在房間情況提交給客人前檢查房間的使用情況。8. Update amendment information in the computer.在計算機系統(tǒng)中更改相應信息。9. Make a new confirmation letter instantly if necessary.如有必要立即制作新的確認信。10. All records are then filed in alphabetical order according to date, month and year.所有的記錄將按字母順序，根據日期、月份、年被記錄下來。STANDARD OPERATING PROCEDURESSubject: ReservationCancellation預定的取消Effective Date: Jan. 2009Policy No: FO-RS-005 Issued by: FOMPage: 1 of 1Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective目標The objective of setting this procedure is to establish a uniform and standardized way in handling cancellation設置此程序的目的是建立一套標準的“取消”方法。Policy Statement政策闡述It is the policy of Howard Johnson ( Hotel Name ) to ensure cancellations are handled properly at all times.這是豪生（ ）酒店隨時準確處理“取消”的政策。Procedures程序1. Warm, friendly greeting when receiving inquiry through telephone.通過電話接到質詢時，致以熱情友好的問候。2. Take down the callers name and contact number.記錄下來點者的名字聯(lián)系號碼。3. Obtain the cancellation reason if possible.如可能取得“取消”的原因。4. Tick the cancellation box and fill out the guest name and stay period.做記號于“取消”欄，并填寫客人名字和住宿期限。5. Cancel the booking in fidelio, and mark down the cancellation number.取消預定備忘錄，并記錄取消號碼。6. The correspondence is filed in alphabetical order by date, month and year for easy reference.相應信息被按照字母順序根據日期、月份、年排序以備參考。STANDARD OPERATING PROCEDURESSubject: Confirmation Letter/Slip確認信/紙條Effective Date: Jan. 2009Policy No: FO-RS-006 Issued by: FOMPage: 1 of 1Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目標The objective of setting this procedure is to deliver guest confirmation slip if required.設置該程序的目標是在必要時遞交客人的確定單。Policy Statement程序闡述It is the policy of Howard Johnson ( Hotel Name ) that all confirmation letter/slip has to be delivered to guest if required within 24 hours time frame.這是豪生（ ）酒店在24小時內需要的情況下，將所有確認信/單交給客人的政策。Procedures程序1. All information must be entered into the computer first.所有信息都必須先輸入到計算機系統(tǒng)中。2. Ask guest if confirmation is required.詢問客人是否需要確認3. If it is the case, the reservation should print out the standardized confirmation template with serial number to guest to be faxed accordingly.如果需要，預定部則打印出標準的有序號的確認表，并相應傳真出去。4. It is the standard that all confirmation must be out within 24 hours.標準的程序是在24小時內發(fā)出確認。STANDARD OPERATING PROCEDURESSubject: Reservation Form Filing預定表格的填寫Effective Date: Jan. 2009Policy No: FO-RS-007 Issued by: FOMPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目標The objective of setting this procedure is to standardize the reservation filing system to ensure the record can be traced and retrieved effectively.這是此表格的程序是規(guī)范預定填寫程序以確保記錄能夠被有效的跟蹤和查看。Policy Statement政策闡述It is the policy of Howard Johnson ( Hotel Name ) that all current month reservation form should be placed by date and alphabetical order in an accordion folder. All reservations falling in future months should be placed by month first and then date follows.這是豪生（ ）酒店所有當前月度表格應該根據日期和字母表順序歸檔在折疊夾中。所有將來的預定應根據月份和日期擺放。Procedures程序1. Current month reservation should be filed based on the arrival date and follow by alphabetic accordion folder is attached.當前的預定應根據達到日期和黏附在折疊夾上的字母順序歸檔。2. For any reservations of future months, should be filed based on the month and date, no alphabetic accordion folder is attached.任何將來月份的預定應該根據月份和日期歸檔，但沒有黏附按字母順序排列的折疊夾3. For any amendment reservation, the agent has to attach to the original form in chronological order that the latest should be placed at the bank.任何預定都應該貼上按年代順序排列的原始表格，最近的表格應該放在邊上。4. For any cancellation of the month, the agent has to locate the form first and cross out with abbreviated note “CXL” and place in at the cancellation folder of each date. 任何月度的取消應該先找到其位置并以縮寫“CXL”標記，再根據每個日期將其放在夾子中。STANDARD OPERATING PROCEDURESSubject: Reservation Form Filing預定表格的填寫Effective Date: Jan. 2009Policy No: FO-RS-007 Issued by: FOMPage: 2 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All Associates5. For any cancellation of future months reservation, the agent should locate the form first and cross out with abbreviated note “CXL” and put at the back of folder.對于任何將來的月份預定，應該先找到表格的位置并以縮寫“CXL”標記，再放回夾中。6. On the first day of each month, the reservation agent has to retrieve and stack the reservation form of previous month in chronological order for three months retention. And then remove the details into current month filing system.每個月的第一天，將重新檢查先前幾個月的按年份順序排列的保持前3個月的預定表格。然后將細節(jié)填寫到當前系統(tǒng)中。STANDARD OPERATING PROCEDURESSubject: Arrival Report 到達報告Effective Date: Jan. 2009Policy No: FO-RS-008 Issued by: FOMPage: 1 of 1Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目標The objective of setting this procedure is to ensure the accuracy of relevant information that the enter is valid and no duplication occurs.設置此程序的目的是確保住店者的相關信息準確有效且不會發(fā)生重復事件。Policy Statement政策闡述It is the policy of Howard Johnson ( Hotel Name ) to check next day bookings before guest arrival to ensure all information entered is accurate with sufficient data to substantiate excellent delivery.這是豪生（ ）酒店在客人到達前檢查第二天預定的所有信息以確保所有登記的信息準確，以及由足夠的資料落實好遞送工作。Procedures程序Print “arrival report”.打印“抵達報告”Retrieve all reservation forms of next day.活動所有第二天預定表格。Check “arrival report” against reservation form one by one.根據預定表格一個一個的檢查“預定表格”Cancel duplicate bookings cause by wrong spelling.取消由于錯誤拼寫導致的預定。Make sure each bookings details is correct and update in the Fidelio accordingly 確保每個預定細節(jié)的正確性并在相應的備忘錄中升級。-Guest name spelling客人名字的拼寫。-Company/Agent name公司或代理的名字-Room type and room rate房型或房號-Market code, source code, channel code市場、資源和渠道的代碼-Print rate打印價格-Flight information, pickup service航班信息，接送服務-Amenity, service code禮儀、服務用語-Instruction field指引地-Routing instruction行程安排說明-Trace路徑Print the update report and send to concerned department.打印升級報告并送到相關部門STANDARD OPERATING PROCEDURESSubject: No Show 預定但未抵達Effective Date: Jan. 2009Policy No: FO-RS-009 Issued by: FOMPage: 1 of 1Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目標The objective of setting this procedure is to establish a uniform and standardized way to handle no show.設置此程序的目的是建立一套標準完整的處理預定但未到達的方法。Policy Statement政策闡述It is the policy of Howard Johnson ( Hotel Name ) to ensure the reason of no show is to be found exactly in a right way.這是豪生（ ）酒店為確保預定但未到達的原因被正確發(fā)現(xiàn)的政策。Procedures程序1. Check no show report every day which is given from Front Office.檢查每天來自前臺的預定但未到達報告2. Sales Executive/Sales Manager ought to call the account to ask for the no show reason after receive the daily report. Suggest the account to arrange all their customers stay in this property in the future in order to avoid the unnecessary loss.銷售主管和銷售經理應該在接到當天的報告后向有關員工詢問原因。建議員工安排其客戶有機會住宿我酒店以避免損失。STANDARD OPERATING PROCEDURESSubject: Reservation ProcedureWith Credit Arrangement信用預定程序Effective Date: Jan. 2009Policy No: FO-RS-010 Issued by: FOMPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjective 目標The objective of setting this procedure is to standardize the procedure of reservation with approved credit arrangement.設置此程序的目的是標準化信用預定程序。Policy Statement政策闡述It is the policy of Howard Johnson ( Hotel Name ) that billing instruction should only be extended to company/travel agent that has established credit arrangement from hotels Accounting Department.這是豪生（ ）酒店的收賬程序應該僅僅擴展到和酒店財務部有信用協(xié)議的公司/旅行社。Procedures程序1. Credit Manager has to update the information on credit facilities guideline monthly.信貸經理應每月升級信用方針上的信息。2. Reservation Agent should check with the guideline to verify the company is on the list and ask the company to provide us the written document with company letter head specifying the following details:預定部員工應該檢查方針以證實公司在表格上并要求公司提供帶有公司抬頭的書面文件，其中包括以下細節(jié)：-Name of Guest客人名字-Arrival & Departure date抵達和離開時間-Name of the Company/Agency requesting direct billing直接結帳的公司/旅行社的名字-Expenses that are on company or agent account公司或旅行社戶頭中的開支-Authorized name and signatures授權人的名字和簽名STANDARD OPERATING PROCEDURESSubject: Reservation Procedure With Credit Arrangement信用預定程序Effective Date: Jan. 2009Policy No: FO-RS-010 Issued by: FOMPage: 2 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All Associates3. Reservation agent has to trace for the confir