Front Office SOP文档格式.docx

Front Office SOP文档格式.docx

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Approvedby:

_________________________DirectorOfRooms

_________________________GeneralManager

Purpose:

Toensurethatthebookingsareguaranteedbyanadvancedepositpriortotheactualcheck-indate.

Procedures:

1.Themoneyreceivedpriortothecheck-indateshouldbepostedasareservation/bookingadvancedepositintothesystem（Fidelio）.

2.Anadvancedepositwillthereforeguaranteethebookingno-show,thedepositwillthenbeforfeited.

3.ThedepositmaynotberefundediftheGuestdidnotarriveandthebookingwasnotcancelledinadvance.

4.AnadvancedepositshouldbepostedagainstthebookingandareceiptissuedtotheGuestasverificationthatthedeposithasbeenreceived.Thereservation/bookingshouldthenclearlyshowacreditamountintheaccount.

5.Anadvancedepositmayberequiredforagroupbooking,abookingmadebyacompanywithnocreditfacilitiesortoguaranteethebooking.

6.Anadvancedepositshouldbeequaltoorbiggerthanthefirstnight’saccommodationcharge.Forgroups,conferences,etc.theinitialdepositshouldbeequaltothefirstnights’accommodationchargefortheentireroomsbooked.

Policy:

HandlingaDayUseRoomPPNo:

Department:

FrontOfficeEffectiveDate:

Issuedby:

FOManager

Approvedby:

_____________________GeneralManager

_____________________DirectorofRooms

Toensurethatalldayuseroomsareproperlyrecordedandchargeapplied.

1.Dayuseroomsaregenerallybookedforthehoursof09.00to17.00

2.Adayuseroomisonewhichisnotactuallyrecordedasaroomsoldastheoccupantchecksinandoutatthesameday.

3.Ratesforthedayusewillvarydependingoncheck-outtimeandiftheroomcanberesold.Generally,theseare50%oftherackratefortheroomorsuite.

4.Duringperiodsofhighoccupancy,dayuseroomscannotbeguaranteeduntiltheyarepre-registeredfromthenightbeforeandhavealatecheck-outuntil16.00.Ifacallerdoesnotwanttopre-registertheroom,thedayuseroomcannotbeguaranteeduntilthehotel’spublishedcheck-intime,suchas14.00.

5.Ifaguestrequestsacheck-outtimelaterthan16.00,afulldaysaccommodationchargemaybecharged.

6.AllcreditproceduresmustbeadheredtoaspernormalFITcheck-in.

FilingSystemPPNO:

FrontOfficeEffectiveDate:

FOManager

___________________GeneralManager

______________DirectorofRooms

Toensurethatallcorrespondenceforeachbookingarefileddailyandinalphabeticalorderforthelastname.

1.Thecorrespondenceforeachdays（FIT&

Group）arrivalsneedtobetakentotheFrontDeskonedaybefore.

2.FITcorrespondencemustbefiledalphabeticallyaccordingtothearrivaldates.

3.Groupbookingsshouldbefiledinarrivaldateorderandtheninalphabeticalorderaccordingtothegroupnameinaseparatefile.

4.Staffshouldbetrainedinthecorrectprocedurestofollowforfilingsothatinformationisnotmisplaced.

5.CorrespondencewhichiscopiedtoAccountsmustbephotocopiedandthenfiled.

6.Filingmustbedoneonadailybasissothatitiscontinuallyuptodate.

7.Thepreviousdaysandmonthscorrespondencemustbekeptandfiledappropriately.ThelastthreemonthsshouldbekeptintheReservationofficeandallpreviousmonthsarchieved.

Pre-registrationPPNo:

FrontOfficeEffectiveDate:

FOManager

__________________DirectorofRooms

_______________GeneralManager

Toensurethatallearlyarrivals’roomsareblockedinadvanceandthatallnecessaryamenitiesareprepared.

1.Pre-registrationinvolvesbookingtheroomsfromthepreviousnight.

2.Afullnightaccomodationshallbechargedforthebookingunlessotherarrangementhasbeenmade.

3.Allrequestsforpre-registrationmustbeinwriting（fax,letter,ore-mail）topreventanydisputeatcheck-inorcheck-out.Thebookingmustbeguaranteed,toprotectagainstthebookingbeingano-show.

4.Acopyofthecorrespondenceshallbeattachedtothereverseoftheregistrationcardasaproofofthepre-regiostration.

5.ThebookingwillbecheckedinadayearlierthantheactualarrivaldatesoitmustbecleartoallBandMembersthattheroomispre-registeredandthattheStarhasnotarrived.Thisisimportantforanycallers,messages,faxes,andarticlestaken.

6.Thecode“Pre-Reg”mustbeenteredaftertheStar’sfamilynametoindicatethattheStarhasnotarrived.

7.Uponarrival“Pre-Reg”mustberemovedastheStarisnowin-house.

GroupBookingPPNo:

FrontOfficeEffectiveDate:

_______________________DirectorofRooms

_______________________GeneralManager

Toensurethatthegroupbookingsarehandledproperlyandallthearrangementsincludeinthebookingareallcommunicated.

1.Agroupbookingwillbeclassifiedasmorethan5roomstravellingtogether.

2.Acomplimentaryroommaybegiven（dependingonthecontract）ifthegroupexceedsacertainnumber,eg.OneFOCforevery10roomsbooked.

3.SpecialattentionshouldbegiventoroomtypeasitisvitalthatwhateverroomtypeisconfirmedtotheclientitisgrantedtotheStaratcheck-in.

4.Itissuggestedtostandardiseanumberoffloorsintoonecategoryofroom.ThiswillavoidFITStarsbeingmixedinwiththegroupStarsandcanensuregroupsareallocatedroomontheonefloor.

5.Contractsmustindicatethatadeposit（dependingoncompany）mustbereceivedatleast30dayspriortoarrivaltoguaranteetherooms.

6.Contractmustindicatethatfinalroominglistmustbereceived7dayspriortothegroup’sarrival.

7.Itisimportanttohaveasmuchinformationaboutthegroupaspossibletoensureasmoothcheck-in,ie.Arrivaltime,mealrequirements,specialrequests,etc.

8.ItisimportanttohaveaseparateareatocheckagroupinotherthantheFrontDesktominimizecongestioninthelobbyarea.

9.Allmealrequests,specialrequests,ETA,etc.mustbeenteredintheGroupProfileandindividualreservations.

ReservationConfirmationPPNO:

FrontOfficeEffectiveDate:

FOManager

________________________DirectorofRooms

________________________GeneralManager

Toensurethatallcorrespondencerequiringrepliesaretobeattendedtowithina24hourperiodorthenextavailablebusinessday.

1.Faxesshouldbestampedwiththesignatureandnameofpersonacceptingreservation.

2.Thereplyshoulddetailallinformationconcerningthereservationandbelaidoutinaneasytoreadformat.

3.Ifnecessary,otherinformationcanberequestedatthistimeincludingcreditcardoradvancedepositguarantee,flightdetails,ETA,etc.

4.Iftherequestisforaccommodationavailabilityonly,theresponseshouldadvisetheroomtypeandrate/savailablefortheperiodrequested.Thereplyshouldalsoadvisethatnobookinghasbeenmadeandforaconfirmationtobesentifthebookingisrequired.

5.AllrepliesshouldbemadeonapprovedLetterHeadwiththecorrectlay-out.

6.RequestsfromTravelAgents/TourOperators/Wholesalerscanbeconfirmedontheoriginalfax,stampingitCONFIRMED,withtoday’sdateandBookingAgent’sname.

7.Seeattachedexamplesofreservationconfirmation.

Policy:

CheckingNextDaysArrivalsPPNo:

FrontOfficeEffectiveDate:

Issuedby:

FOManager

______________________DirectorofRooms

______________________GeneralManager

Toensurethatallarrival’sreportsfortherestofeachdayshouldbechecked

thedaypriortothearrivalbythebookingAgent.

1.Thearrivalreportsshouldbeanalysedforanypossibleduplicatebookings,spellingofname,incorrectratecodes,marketsegments,roomrates,numberofpax,ETA,specialrequests,etc.

2.EachbookingmusthavethecorrespondencecheckedagainstdetailsinFidelioaswell.

3.Ifthecompanyhasrequestedchargeback（CityLedger）,theappropriatefaxmustbeattachedtothecorrespondenceandtomakesurethatthehotelhasacreditfacilitywiththecompany.

4.Bookingsshouldbereconfirmedeitherona6pmreleaseoraguaranteebyanauthorizedcreditcard,ifpossible.FlightdetailsoranaccurateETAshouldbeobtainedifitisavailable.

5.Anyamendmentregardingbookingsshouldbegiventoappropriateteammembers,ie.FrontDeskandtheAssistantManager.

6.Correspondencemustbecheckedforanymissedbookingorinformationnotupdatedasrequired.

Check-inaGuest（FIT）PPNo:

____________________Directorofrooms

Purpose:

ToensurethatallGuests（FIT）arechecked-inandregisteredsmoothly.

AllGuests（FIT）shouldbesmoothlychecked-inintotheirroomswithoutanydelayattheFrontDesk.Thefollowingsaresomeimportantpointstobeconsideredbeforedoingthecheck-inprocess:

1.Tomakesurethatthestarisgivenavacantcleanandreadyroomaccordingtotherequestedroomtype.

2.Todoublecheckwhetherthereisanyspecialamenitytobepr