Hotel protocol standard operating procedure?

Hotel protocol standard operating procedure

I) allocation of team rooms

Service programmers have taken a step.

1. Assign team rooms (1) Assign rooms according to the arrival flights of the team; (2) Carefully consult the group reservation list and arrange rooms according to the requirements on the list.

2. Functional differentiation After the room allocation for each team is completed, print five copies of the list of room allocation for the team and put it in: (1) Housekeeping Department: notify the room to be cleaned to ensure that the room has been cleaned before the team arrives; (2) Concierge Department: ensure that the team luggage is delivered to the guest room quickly and accurately; (3) Team leader: Learn about the housing situation of team members in detail for contact, communication and coordination; (4) team contact: in order to keep in touch with guests and departments accurately; (5) Front desk: keep the documents at the reception desk. Attachment: The above five forms do not show the group room rate, so as to avoid trouble between hotels, travel agencies and guests.

(B) the distribution of a single room

Service programmers have taken a step.

1. Search for reports with special requirements ("Print the report of personal accommodation and individual passengers on that day; (2) Inquire about the special requirements report to understand the special requirements of the guests; (3) Understand whether there are other special requirements in the guest history.

2. To allocate rooms (1), first check whether the rooms are fully prepared; (2) According to the contents shown in the special needs report, firstly, allocate rooms for the guests with special needs; (3) Assign the rooms of the early shift guests so that they can enter the rooms quickly and smoothly when checking in; (4) Make sure that all individual guests' rooms have been allocated and cleaned before they arrive at the mall.

3. Report archiving (1) Print a report on the arrival of the individual who stayed in the allocated room that day and send it to the housekeeping department, asking the housekeeping department to prepare a clean room; (2) The reception desk at the front desk files this report for easy inquiry.

(3) Booking individual guests to stay

Service programmers have taken a step.

1. Welcome the individual who booked (1) and ask the guest's name and address politely; (2) When the guest arrives at the front desk but you are busy, you should signal the guest not to wait for a long time (if the guest has waited for a long time, you should apologize to the guest first); (3) According to the information provided by the guests, find the reservation room; (4) When entering the store, check whether the guest has left a message and the special requirements and precautions indicated in the computer.

2. Go through the formalities of entering the store for the guests (1), ask the guests to fill in all the required contents on the registration card, ask about the payment method, and ask the guests to sign the registration card; (2) Check the authenticity of all relevant documents, such as passport, ID card, visa validity period, credit card signature, etc. (three) according to the provisions of the deposit; (4) Assign a room suitable for the guest, confirm the room rate and departure date with the guest, write a reservation form and give the key to the guest. 3. Provide other help (1) After checking in, ask the guest if he needs the help of the bellboy; (2) tell the guest the location of the elevator; I wish the guests a pleasant stay here.

4. Information storage (1) immediately inputs relevant information into the computer after receiving guests; (2) Check the correctness of the information and enter the guest file; (3) the registration card should be stored in the guest residence file column, so as to query at any time.

(4) Check-in of group guests

Service programmers have taken a step.

1. Prepare (1) to allocate rooms in advance according to team requirements; (2) Before the team arrives at the store, prepare the key of the team in advance and contact the relevant departments to ensure that the room is in good condition; (3) Give the room allocation table to the team leader.

! The reception team lives alone ("the receptionist and sales liaison politely take the team guests to the team entrance registration office and ask them to register;" (2) The team liaison officer informs the team leader of relevant matters, including breakfast, lunch and dinner places and other hotel facilities; (3) The receptionist and the tour leader confirm the number of rooms, the number of people and the telephone time in the morning; (4) After confirmation, please ask the team liaison to sign the team list, and the receptionist should also sign for approval; (5) After the team liaison contacts the team leader, the receptionist should assist the team leader in issuing keys and inform the guests of the location of the elevator.

3. After the information storage (1) program is completed, the receptionist will hand over the accurate room number list to the concierge for baggage delivery; (2) After the modification, input the relevant information into the computer in time.

(5) V. Guests check in

Service programmers have taken a step.

1. Preparation for receiving VIP guests (1) Fill in the VIP application form and submit it to the general manager for approval and signature; (2) VIP room allocation tries to choose similar rooms.

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Rooms in the best condition in terms of orientation, vision, scenery, environment and room maintenance; Before the VIP arrives at the hotel, he should put the welcome envelope and registration card together with the room card and keys. To the lobby manager; (4) The lobby manager checks the room before the guests arrive to ensure that the room is in normal condition; (5) accurate gift delivery.

2. Handle guest accommodation (1), and accurately grasp the names of VIP guests who arrived on the same day; (2) Address the guest by name and inform the lobby manager in time, who will meet him personally; (3) The lobby manager introduces the hotel facilities to the guests and personally sends them to their rooms.

3. Information storage (1) rechecks VIP guest information and accurately inputs it into the computer; (2) Mark "VIP" in the computer to remind other departments or personnel to pay attention; (3) Establish a guest history file for VIP guests, and indicate their identities for inquiry.

(6) Unscheduled guests enter 4-*-

Service programmers have taken a step.

1. Upon receiving the guest's request to live alone (1), the guest went to the store to ask if the guest had a reservation; If the hotel occupancy rate is high, it is necessary to decide whether to accept people without reservations according to the situation at that time; (2) greet the guests when it is confirmed that the hotel is acceptable without reservation; (3) choose rooms for guests; (4) Check whether the guest has a special price or company price in the hotel; (5) In the shortest possible time, check in the perfect room for the guests.

2. Confirm the room rate and payment method (1). Confirm the room rate when the agent lives; (2) Collect the deposit as required.

3. The information storage (1) immediately inputs all relevant information into the computer system, including the correct spelling of the guest's name, address, payment method, nationality, passport number and departure date. (2) Check the correctness of the information and input it into the guest history file; (3) The registration card should be stored in the file column where the guests live, so that they can be queried at any time.

(7) 43. The hotel room replacement service procedure is step by step.

1. Upon receiving the guest's request (1), when receiving the guest's request to change rooms, ask the reason and apologize; (2) according to the requirements of the guests, choose the right room.

2. Go through the formalities of room change ("Fill in the room card and fill in the room change form and enter it into the computer; (2) The room change order shall be distributed to all relevant departments in time and notified: ① Housekeeping Department: change the guest's original and living status to check out; (2) Concierge: assist guests to hold their luggage and transfer it to other rooms in time; ③ Laundry room: correctly grasp the guest's new room number, so as to deliver the guest's clothes to the new room in time; ⑤ Cashier's Office: Input the housing reform information into the computer. (3) Change the guest file column (change the room number), and put the registration card and related documents into the file of the new room.

(8) Continue to live

Service programmers have taken a step.

1. Upon receiving the guest's request (1), ask the guest's name, room number and extension time; (2) Understand the current and recent room conditions.

2. Travel agency voucher settlement or continued check-in of paid rooms (1) reaffirms the payment method and room price to the guests. If you can't enjoy the original preferential price, explain it to the guests and ask the superior to handle it if necessary; (2) Fill in the guest registration form according to the computer data, and indicate the renewal time and payment method; (3) Ask the guest to pay the advance payment again, and notify the cashier to do accounting treatment; (4) Use the computer renewal function to modify the guest's departure date, enter the new house price, and go through the renewal procedures; (5) The handling method is the same as the new house opening procedure.

3. Continue to check in with prepaid or pre-swiped card (1) to find out whether the room has been checked out; (2) Fill in (registration form for renewal of residence) according to computer data; (3) For the guests who pay the advance payment, please go to the cashier to pay the advance payment again; Re-swipe the card for the guests who have checked out; (4) renew the loan with the computer renewal function; (5) Call the room service center to renew the lease.

4. Change people and stay in the room.

Processing (1) to find out whether the room has been checked out; (2) obtain the consent of the original residents, and make a good registration of new residents, indicating that the replacement person will continue to live; (3) Confirm the payment method of new guests; (4) Go through the residence formalities as required; (5) Indicate the check-out and check-out date on the Registration Form of the original guest; (6) Enter the new guest information into the computer.

(9) Consulting services

Service programmers have taken a step.

1. Please listen carefully and give an answer when you receive the inquiry.

2. According to the information provided by the guests, query the customer service (1) and search quickly through the computer; (2) Know and ask the names of visitors; (3) Transfer the call to the guest room and ask whether the guest answers, or transfer the call to the room, or politely refuse; (4) If it is not found, explain or provide other clues to the inquirer to help find it.

3. Check the hotel or local information (1) and answer any questions you are familiar with; (2) For unclear questions, please wait a moment and give an answer after the inquiry; (3) Please forgive the information that can't be explained clearly and can't be found at the moment, or give it to the lobby manager, or write down the guest's name, room number and inquiry content, and reply to the guest after asking; (4) If you still can't answer the question after asking, reply to the guest and apologize to the guest.

4. Collect information. Collect information that guests are interested in and frequently inquire about at any time, and list it in the knowledge manual.

(10) message processing

Service programmers have taken a step.

First, search for guest information (1) After receiving the message request, quickly search the computer for whether the guest's name and room number are consistent with the information provided by the message requester; (2) Check whether the guest has checked into the hotel, whether the guest has arrived in advance but has not checked into the hotel, and leave a message unless the guest checks out.

2. Record the message content accurately (1).

The name and telephone number of the speaker and where you are calling from; (2) accurately record the message content.

3. Repeat the content of information. Repeat the other party's name, hotel guest's name, telephone number and message content for confirmation.

4. Message processing (1) prints the message and puts it in the message envelope; (2) One message should be given to the bellboy and sent to the guest room within 30 minutes, and the other one should be kept for future reference.

5. When the switchboard receives the message (1), it turns on the message light on the room phone through the telephone system to inform the guest to inquire about the message; (2) Inform the front desk to handle the message.

6. Leave a message for the in-house guests. Record the guest's room number, current time and guest's name in the message register, and then sign it by the bellboy and send it to the guest's room.

7. Cancel the message (1) When the guest receives the message, the message in the computer should be cancelled; (2) Turn off the information light.

8. Night shift verification sheet The night shift inquirer types the message record form of the day from the computer at 0: 00 every day, cancels the message in the computer on that day, and turns off the message light in the room.

9. The pre-arrival message (1) is a computer message method, which is the message of the in-house guest, but after the guest registers in the store, the message is stored in the computer and automatically typed by the printer; (2) Leave a message manually, store it in the information desk file, check it every day, take it out on the day when the guest lists the store, and put it with the hotel registration card of the guest, so that the guest can receive the message in time when registering.

: 0. When an important message with a time limit (1) cannot arrive within 15 minutes before the specified time, report it in time, and take measures such as asking the guest reception unit, the concierge ringing for someone, and the housekeeping department going to the room to confirm the room situation and message status; (2) Feedback the results to the reviewers in time.

(1 1) Handle the letters and faxes of the arriving guests.

Service programmers have taken a step.

1. Receiving letters and faxes (1) After receiving letters, faxes or telexes that arrive at the guests, check whether there is a reservation in the computer; If yes, indicate the arrival date of the guest on the item for further verification; (2) Archive the letters checked by depositors every day; (3) If you receive a letter that has left the store, cancelled the reservation or failed to reach the guest for unknown reasons, check the computer and put it in the filing cabinet for preservation.

Service programmers have taken a step.

2. Every check (1) at 7: 00 a.m. and 5: 00 p.m. every day, the personnel on duty use the computer to check every letter, fax and telex in the check cabinet, and sign on the back of the record; (2) After verification, if there are any items such as letters from guests in the store, they will be sent to the guest's room immediately by the bellboy. If the guests arrive in advance that day, they will be put together with the guest registration card so that they can get it in time when they register in the store; (3) At five o'clock in the afternoon, find the letters and other things of the guests who arrive at the store the next day, pick them out and give them to the front desk attendant after work, and put them together with the guest's store registration card the next day so that the guests can give them to the guests in time when they live alone.

3. Clean the filing cabinet (1) every 10 day, re-check the letters and other things in the filing cabinet, and cancel the fax, telex, registration and preservation of the guests who left the store or arrived in advance before 10 day; (2) Saved letters, telexes and faxes are only saved for 1 month; (3) Every month 1 day, cancel the fax and telex before 1 month and return the letters to the post office.

(12) The things left by the guests need to be dealt with.

Service programmers have taken a step.

1. When receiving the delivered articles (1) and accepting the delivered articles, carefully check them to ensure safety; (2) Large articles, valuables, fragile articles, perishable articles and dangerous goods are generally not accepted. The front desk only accepts letters or small items, and larger items can be handed over to the concierge.

2. Registration (1) Complete the registration procedures for the delivered items and fill in the recipients.

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Name of guest, room number, name of goods, number of pieces, name of unit and consignor; (2) Print the delivery time and ask the guest to fill in the form and sign it; (3) Label the items and store them properly.

3. Leave a message (1) Call the switchboard to leave a message in the room, and indicate the name of the switchboard receiver on the "Registration Form" for verification; (2) Fill in (guest notification) and send someone to the room to the bellboy, so that the guests can receive the items quickly when they return to the room.

4. guests take things. when guests come to take things, they have to go through the signing formalities.