Front Office SOP文档格式.docx

1、Approved by : _ Director Of Rooms _ General ManagerPurpose : To ensure that the bookings are guaranteed by an advance deposit prior to the actual check-in date.Procedures:1. The money received prior to the check-in date should be posted as a reservation / booking advance deposit into the system （Fid

2、elio）.2. An advance deposit will therefore guarantee the booking no-show, the deposit will then be forfeited.3. The deposit may not be refunded if the Guest did not arrive and the booking was not cancelled in advance.4. An advance deposit should be posted against the booking and a receipt issued to

3、the Guest as verification that the deposit has been received. The reservation / booking should then clearly show a credit amount in the account.5. An advance deposit may be required for a group booking, a booking made by a company with no credit facilities or to guarantee the booking.6. An advance d

4、eposit should be equal to or bigger than the first nights accommodation charge. For groups, conferences, etc. the initial deposit should be equal to the first nights accommodation charge for the entire rooms booked.Policy : Handling a Day Use Room PP No :Department : Front Office Effective Date :Iss

5、ued by : FO Manager Approved by : _ General Manager _ Director of Rooms To ensure that all day use rooms are properly recorded and charge applied.1. Day use rooms are generally booked for the hours of 09.00 to 17.002. A day use room is one which is not actually recorded as a room sold as the occupan

6、t checks in and out at the same day.3. Rates for the day use will vary depending on check-out time and if the room can be resold. Generally, these are 50% of the rack rate for the room or suite.4. During periods of high occupancy, day use rooms can not be guaranteed until they are pre-registered fro

7、m the night before and have a late check-out until 16.00. If a caller does not want to pre-register the room, the day use room can not be guaranteed until the hotels published check-in time, such as 14.00.5. If a guest requests a check-out time later than 16.00, a full days accommodation charge may

8、be charged.6. All credit procedures must be adhered to as per normal FIT check-in. Filing System PP NO : Front Office Effective Date: FO Manager _ General Manager _ Director of Rooms To ensure that all correspondence for each booking are filed daily and in alphabetical order for the last name.1. The

9、 correspondence for each days （FIT & Group） arrivals need to be taken to the Front Desk one day before.2. FIT correspondence must be filed alphabetically according to the arrival dates.3. Group bookings should be filed in arrival date order and then in alphabetical order according to the group name

10、in a separate file.4. Staff should be trained in the correct procedures to follow for filing so that information is not misplaced.5. Correspondence which is copied to Accounts must be photocopied and then filed.6. Filing must be done on a daily basis so that it is continually up to date.7. The previ

11、ous days and months correspondence must be kept and filed appropriately. The last three months should be kept in the Reservation office and all previous months archieved. Pre-registration PP No : Front Office Effective Date : FO Manager _ Director of Rooms _ General Manager To ensure that all early

12、arrivals rooms are blocked in advance and that all necessary amenities are prepared.1. Pre-registration involves booking the rooms from the previous night.2. A full night accomodation shall be charged for the booking unless other arrangement has been made.3. All requests for pre-registration must be

13、 in writing （fax, letter, or e-mail） to prevent any dispute at check-in or check-out. The booking must be guaranteed, to protect against the booking being a no-show.4. A copy of the correspondence shall be attached to the reverse of the registration card as a proof of the pre-regiostration.5. The bo

14、oking will be checked in a day earlier than the actual arrival date so it must be clear to all Band Members that the room is pre-registered and that the Star has not arrived. This is important for any callers, messages, faxes, and articles taken.6. The code “Pre-Reg” must be entered after the Stars

15、family name to indicate that the Star has not arrived.7. Upon arrival “Pre-Reg” must be removed as the Star is now in-house. Group Booking PP No : Front Office Effective Date: _ Director of Rooms _ General Manager To ensure that the group bookings are handled properly and all the arrangements includ

16、e in the booking are all communicated.1. A group booking will be classified as more than 5 rooms travelling together.2. A complimentary room may be given （depending on the contract） if the group exceeds a certain number, eg. One FOC for every 10 rooms booked.3. Special attention should be given to r

17、oom type as it is vital that whatever room type is confirmed to the client it is granted to the Star at check-in.4. It is suggested to standardise a number of floors into one category of room. This will avoid FIT Stars being mixed in with the group Stars and can ensure groups are allocated room on t

18、he one floor.5. Contracts must indicate that a deposit （depending on company） must be received at least 30 days prior to arrival to guarantee the rooms.6. Contract must indicate that final rooming list must be received 7 days prior to the groups arrival.7. It is important to have as much information

19、 about the group as possible to ensure a smooth check-in, ie. Arrival time , meal requirements, special requests, etc.8. It is important to have a separate area to check a group in other than the Front Desk to minimize congestion in the lobby area. 9. All meal requests, special requests, ETA, etc. m

20、ust be entered in the Group Profile and individual reservations. Reservation Confirmation PP NO : Front Office Effective Date : FO Manager _ Director of Rooms _ General Manager To ensure that all correspondence requiring replies are to be attended to within a 24 hour period or the next available bus

21、iness day.1. Faxes should be stamped with the signature and name of person accepting reservation. 2. The reply should detail all information concerning the reservation and be laid out in an easy to read format.3. If necessary, other information can be requested at this time including credit card or

22、advance deposit guarantee, flight details, ETA, etc.4. If the request is for accommodation availability only, the response should advise the room type and rate/s available for the period requested. The reply should also advise that no booking has been made and for a confirmation to be sent if the bo

23、oking is required.5. All replies should be made on approved Letter Head with the correct lay-out.6. Requests from Travel Agents / Tour Operators / Wholesalers can be confirmed on the original fax, stamping it CONFIRMED , with todays date and Booking Agents name.7. See attached examples of reservatio

24、n confirmation.Policy : Checking Next Days Arrivals PP No : Front Office Effective Date:Issued by : FO Manager _ Director of Rooms _ General Manager To ensure that all arrivals reports for the rest of each day should be checked the day prior to the arrival by the booking Agent.1. The arrival reports

25、 should be analysed for any possible duplicate bookings, spelling of name, incorrect rate codes, market segments, room rates, number of pax, ETA, special requests, etc.2. Each booking must have the correspondence checked against details in Fidelio as well.3. If the company has requested charge back

26、（City Ledger）, the appropriate fax must be attached to the correspondence and to make sure that the hotel has a credit facility with the company.4. Bookings should be reconfirmed either on a 6 pm release or a guarantee by an authorized credit card, if possible. Flight details or an accurate ETA shou

27、ld be obtained if it is available.5. Any amendment regarding bookings should be given to appropriate team members, ie. Front Desk and the Assistant Manager.6. Correspondence must be checked for any missed booking or information not updated as required. Check-in a Guest （FIT） PP No : _ Director of ro

28、omsPurpose : To ensure that all Guests （FIT） are checked-in and registered smoothly.All Guests （FIT） should be smoothly checked-in into their rooms without any delay at the Front Desk. The followings are some important points to be considered before doing the check-in process :1. To make sure that the star is given a vacant clean and ready room according to the requested room type.2. To double check whether there is any special amenity to be pr