酒店?duì)I運(yùn)部服務(wù)工作質(zhì)量標(biāo)準(zhǔn)及酒店預(yù)訂部英文工作手冊

酒店?duì)I運(yùn)部服務(wù)工作質(zhì)量標(biāo)準(zhǔn)(一)前廳環(huán)境標(biāo)準(zhǔn)1、車場通道(1)車場、車道分開，車位劃線固定，不小于客房數(shù)的15%，車輛?？空R有序，車道寬度不少于4.5米。(2)客人通道與員工進(jìn)出通道和服務(wù)通道分開，并有殘疾人輪椅車坡道，坡度不超過12度。(3)車場、車道和人行通道無自行車停放。2、店徽標(biāo)牌(1)店徽、店名等標(biāo)牌端莊、完好美觀，字跡規(guī)范清楚，中英文對照。(2)夜間光照明亮，照明燈具完整無損。3、大堂布局和裝飾(1)大堂面積(不包括營業(yè)區(qū)域面積)與接待能力相適應(yīng)，不少于客房數(shù)×0.8m2。(2)大堂內(nèi)各服務(wù)區(qū)域分區(qū)設(shè)置，布局合理，方便客人。(3)各服務(wù)區(qū)域的設(shè)備設(shè)施齊全，符合酒店星級標(biāo)準(zhǔn)。(4)內(nèi)外裝飾精致，并有藝術(shù)裝飾，文化氛圍和視覺效果良好。(5)燈光氣氛與裝飾布置協(xié)調(diào)，區(qū)域照明良好，自然采光照度不低于100Lx，燈光照度不低于50Lx。(二)前廳衛(wèi)生質(zhì)量標(biāo)準(zhǔn)各服務(wù)區(qū)域內(nèi)的各種家具、欄桿、標(biāo)牌等設(shè)備清潔光亮，公用電話每月消毒不少于三次，電話臺、電話薄干凈整潔。(三)前廳部大堂應(yīng)接服務(wù)質(zhì)量標(biāo)準(zhǔn)1、設(shè)立大門應(yīng)接崗，在規(guī)定的服務(wù)時間內(nèi)，始終保持有崗、有人、有服務(wù)。2、當(dāng)班時，始終堅(jiān)守崗位，站姿規(guī)范，精神飽滿，面帶微笑，全神貫注，作好迎送客人準(zhǔn)備。3、對客服務(wù)不分種族、國別、貧富、親疏，一視同仁，做到主動熱情，文明禮貌，語言規(guī)范得體。對外賓使用英語。對中賓用普通話。4、掌握服務(wù)內(nèi)容，嚴(yán)格執(zhí)行大門應(yīng)接服務(wù)流程，工作無差錯。5、與前廳各崗位配合默契，服務(wù)主動。6、交班銜接時，交接班工作記錄清楚。(四)前廳部行李服務(wù)質(zhì)量標(biāo)準(zhǔn)1、二十四小時提供服務(wù)，在規(guī)定的服務(wù)時間內(nèi)，始終保持有崗、有人、有服務(wù)。2、上崗工作期間始終堅(jiān)持站立服務(wù)，姿勢規(guī)范，精神飽滿，面帶微笑，全神貫注。3、了解和掌握團(tuán)隊(duì)及重要客人的抵離情況，認(rèn)真及時地做好接送行李的準(zhǔn)備工作。4、接送散客和團(tuán)隊(duì)行李時，嚴(yán)格按照行李運(yùn)送流程進(jìn)行操作，并做到輕卸、輕拎、輕放、不超載，確保安全無誤，優(yōu)質(zhì)高效。5、承辦行李寄存領(lǐng)取，按規(guī)定的工作流程操作，認(rèn)真清點(diǎn)檢查，做好登記、簽收和保管工作，保證無差錯。6、行李房干凈清潔，寄存的行李擺放有序，安全管理制度落實(shí)。7、行李車、行李網(wǎng)罩等服務(wù)設(shè)備和用具齊全、整潔、完好，擺放位置得當(dāng)，不影響大堂環(huán)境，取用方便。(五)前廳部禮賓代辦服務(wù)質(zhì)量標(biāo)準(zhǔn)1、禮賓服務(wù)柜臺設(shè)在大堂正門較顯眼的位置，能夠觀察客人進(jìn)出。2、設(shè)有郵件架、天氣預(yù)報(bào)牌，尋人牌，告示牌等服務(wù)指示用具，擺放位置適當(dāng)，整潔美觀，備有各種問訊資料和出借的雨具，代售的郵票，取用方便。3、辦理問訊、尋人、出借雨具、郵電分送及各項(xiàng)代辦服務(wù)準(zhǔn)確及時，規(guī)范細(xì)致，無差錯。4、禮賓服務(wù)臺內(nèi)外環(huán)境整潔，各種用具清潔完好。5、工作交接清楚，有交接班記錄。(六)前廳部預(yù)訂服務(wù)質(zhì)量標(biāo)準(zhǔn)1、設(shè)有電腦、專線電話和傳真等預(yù)訂設(shè)備，二十四小時提供國際和國內(nèi)客人的客房預(yù)訂。2、熟悉酒店客房等級、類型和價格標(biāo)準(zhǔn)，及時掌握客房的周轉(zhuǎn)情況、房間設(shè)備的完好程度及近期內(nèi)來賓的流量，準(zhǔn)確按照預(yù)訂工作規(guī)范進(jìn)行操作，各項(xiàng)預(yù)訂服務(wù)工作無差錯。3、預(yù)訂資料和客史檔案完整，存放有序，干凈整潔。4、預(yù)訂處環(huán)境整潔，臺面文具文件整齊有序。5、電腦、電話、傳真等預(yù)訂設(shè)備清潔完好，預(yù)訂表、單用品齊全，存放整齊。6、工作交接清楚，有交接班記錄。(七)前廳部接待問詢服務(wù)工作質(zhì)量標(biāo)準(zhǔn)1、采用酒店電腦系統(tǒng)提供入住接待，問詢等聯(lián)網(wǎng)服務(wù)，電腦技術(shù)性能優(yōu)良，操作靈便。2、電腦終端打印機(jī)、打卡機(jī)、壓卡機(jī)等接待服務(wù)設(shè)備齊全、完好。3、住宿登記表、房卡等工作表單，各種問詢資料以及酒店的各種宣傳品、服務(wù)指示用品齊備，擺放位置適當(dāng)，取用方便。4、二十四小時提供服務(wù)，有設(shè)崗的崗位上有崗、有人、有服務(wù)。工作程序完善，接待服務(wù)規(guī)范。5、準(zhǔn)確掌握每天的房態(tài)與周轉(zhuǎn)情況，以及來賓流量及主要客人抵離時間，合理排房，保證排房無差錯。6、熟練掌握VIP客人，團(tuán)體客人和零星散客的接待工作流程，準(zhǔn)確、迅速辦理接待業(yè)務(wù)，在通常情況下，做到每位客人住宿登記不超過3分鐘。7、為客人提供問詢、留言、鑰匙收發(fā)等服務(wù)。服務(wù)規(guī)范，程序完善，做到訪客查詢不超過3分鐘，鑰匙收發(fā)不超過1分鐘。8、接待處環(huán)境整潔，各種服務(wù)設(shè)備及工作用具清潔干凈。9、早、中、夜三班銜接時，工作交接清楚，有交接班記錄。(八)前廳部商務(wù)中心服務(wù)工作質(zhì)量標(biāo)準(zhǔn)1、商務(wù)中心設(shè)在前廳客人前往方便的地方，配有傳真機(jī)、打字機(jī)、復(fù)印機(jī)、電腦及文字處理等現(xiàn)代化通訊辦公設(shè)備。設(shè)有小型會議室或洽談室，并能提供國際互聯(lián)網(wǎng)(Internet)服務(wù)和口譯、筆譯服務(wù)，以及可供出租的電腦和電腦投影儀、普通膠片投影儀、幻燈機(jī)、錄像機(jī)、文件粉碎機(jī)等設(shè)備。2、設(shè)備維修保養(yǎng)及技術(shù)性能良好，運(yùn)轉(zhuǎn)自如，完好率不低于98%。3、基本商務(wù)檢索資料和商務(wù)中心簡介、專用紙張、賬單資料等用品齊全，取用方便，可隨時提供客人查詢和使用。4、熱情接待客人，準(zhǔn)確按照服務(wù)工作流程，優(yōu)質(zhì)、高效地辦理客人委托的各項(xiàng)服務(wù)工作。5、商務(wù)中心環(huán)境干凈整潔，各種服務(wù)設(shè)備及用具潔凈，擺放整齊。6、為客人保守設(shè)備秘密，不隨意泄露客人的傳真，打字、復(fù)印等文稿的內(nèi)容。7、交接班工作清楚，并有交接記錄。(九)前廳部電話總機(jī)服務(wù)工作質(zhì)量標(biāo)準(zhǔn)1、采用程控電話交換機(jī)，并帶自動計(jì)時、計(jì)費(fèi)、自動叫配等服務(wù)功能，交換機(jī)性能優(yōu)良，完好率不低于98%，無人為故障發(fā)生。2、接轉(zhuǎn)電話，振鈴或燈亮不超過3次，中外賓客一視同仁，用語禮貌規(guī)范，對中賓使用普通話，對外賓使用英語。3、遇到忙音或無人接聽時，及時向客人解釋和回復(fù)，請客人等候的時間，每次不超過30秒鐘。4、熟悉和掌握各地區(qū)和城市的國際、國內(nèi)常用電話代碼及價格，掛接長途和計(jì)算費(fèi)用準(zhǔn)確無差錯。5、熟記常用電話和急修、急救電話號碼，客人查詢應(yīng)答迅速、準(zhǔn)確。6、辦理代客留言、叫醒服務(wù)細(xì)致周到，按留言和叫醒處理流程操作，無差錯。7、維修保養(yǎng)良好，并有檢修保養(yǎng)記錄。8、機(jī)房環(huán)境整潔，話務(wù)臺清潔干凈。9、各班交接工作清楚，有交接班記錄。(十)前廳部大堂副服務(wù)工作質(zhì)量標(biāo)準(zhǔn)1、設(shè)有工作臺，可環(huán)視大堂，配專線電話和接待客人使用的坐椅，工作臺美觀、大方，與大堂裝修相協(xié)調(diào)。2、代表酒店總經(jīng)理在大堂值班，提供二十四小時服務(wù)，能熟練地運(yùn)用外語接待客人和回答客人查詢。3、按照工作規(guī)范和要求，認(rèn)真做好VIP客人和行政樓客人的接待和迎送工作，準(zhǔn)確處理好客人投訴和遺落物品處理;及時配合各部門處理好客戶關(guān)系中的問題，工作無差錯。4、保持與住店客人的溝通與聯(lián)系，每天看望或聯(lián)系客人不少于三次，關(guān)心客人住店情況，征求客人意見，解決客人難題，并及時做好記錄，按月匯總客人的意見，建議和有關(guān)信息，向領(lǐng)導(dǎo)匯報(bào)。5、掌握前廳和酒店服務(wù)動態(tài)，及時與有關(guān)部門和人員進(jìn)行溝通和聯(lián)系。6、各班工作交接清楚，有交接班記錄。(十一)行政樓層服務(wù)工作質(zhì)量標(biāo)準(zhǔn)1、設(shè)備設(shè)施(1)服務(wù)臺A、面積寬敞，設(shè)有客人接待區(qū)(休息區(qū))和客用盥洗室。B、接待區(qū)和盥洗室內(nèi)沙發(fā)、茶幾等家具和梳妝鏡、盥洗臺、恭桶，便斗等設(shè)備齊全完好，材質(zhì)優(yōu)良;各種飲具、茶具和衛(wèi)生保健用品配置完善。C、服務(wù)臺配設(shè)電腦，與酒店電腦聯(lián)網(wǎng)，各種宣傳品和用具完好無誤。D、整個裝修與行政樓協(xié)調(diào)，采光照明和通風(fēng)良好，并有較好的文化氛圍和視覺效果。(2)客房除必須具備客房部的客房設(shè)備設(shè)施和用品的標(biāo)準(zhǔn)外，還應(yīng)在每間(套)客房內(nèi)設(shè)置：A、傳真機(jī)B、房內(nèi)有電腦接口，并提供國際互聯(lián)網(wǎng)(Internet)服務(wù)。C、寫字臺上有電話副機(jī)。(3)商務(wù)中心A、設(shè)有十人以上的小型會議和洽談室，會議桌、椅等家具齊全完好，質(zhì)地優(yōu)良。B、能提供國際互聯(lián)網(wǎng)(Internet)服務(wù)和可供出租的電腦。C、配有復(fù)印機(jī)、電腦等設(shè)備和電話號薄，企業(yè)名錄等基本商務(wù)檢索資料。(4)餐廳或酒吧A、每個座位密度不少于1.6m2。B、臺桌、凳椅等家具用材高檔，餐具、酒具配套齊全。C、布置高雅美觀，舒適協(xié)調(diào)，照度和通風(fēng)良好。(5)閱覽室A、可同時供十人左右同時閱覽、休息。B、配備中英文報(bào)刊、雜志、書籍。C、布置舒適協(xié)調(diào)，照度和通風(fēng)良好。(十二)銷售管理質(zhì)量標(biāo)準(zhǔn)1、準(zhǔn)備工作充分，儀表儀容得體，攜帶宣傳資料和本人名片。2、拜訪客戶，禮貌熱情，介紹酒店，聯(lián)絡(luò)感情，記錄詳盡。3、客戶拜訪情況報(bào)告填寫及時，重要信息記錄在案。4、信息定期反饋酒店，投訴處理及時。(十三)預(yù)訂工作質(zhì)量標(biāo)準(zhǔn)1、按受客人電話、書信、電報(bào)、電傳、上門等各種形式的預(yù)訂，服務(wù)規(guī)范，程序完善。2、嚴(yán)格掌握客房周轉(zhuǎn)情況和房間設(shè)備的完好程度及近期客流量，合理接受預(yù)訂，保證預(yù)訂無差錯。3、做好預(yù)訂資料和客史檔案的收集存檔工作，酌情合理地做好各種禮儀安排和折扣優(yōu)惠。4、及時根據(jù)客房出租率預(yù)報(bào)，調(diào)整促銷策略，確定近期促銷重點(diǎn)。(十四)宣傳廣告管理質(zhì)量標(biāo)準(zhǔn)1、資料收集詳盡。2、框架構(gòu)思獨(dú)特。3、草案繪制新穎。4、文字說明簡結(jié)。5、保證制作質(zhì)量。6、反饋信息齊全。(十五)VIP接待質(zhì)量標(biāo)準(zhǔn)1、注意儀容儀表、禮節(jié)禮貌。2、代表酒店接待VIP客人熱情周到。3、根據(jù)各級VIP的賓客身份，提供相應(yīng)VIP接待規(guī)格和內(nèi)容。4、全程陪同VIP客人，隨時跟蹤，反饋及時。(十六)合同管理質(zhì)量標(biāo)準(zhǔn)1、各種營銷合同標(biāo)準(zhǔn)樣本統(tǒng)一規(guī)范。2、雙方名稱、有效期、法定地址、法人代表、雙方權(quán)利義務(wù)職責(zé)、結(jié)算方式、附列條款等內(nèi)容填寫具體、清晰。3、合同雙方代表簽署合同，蓋章生效。4、及時歸檔，統(tǒng)一保管。(十七)檔案管理質(zhì)量標(biāo)準(zhǔn)1、數(shù)據(jù)統(tǒng)計(jì)詳盡。2、檔案建立規(guī)范。3、專人保管，定期清理。4、專人跟蹤，便于促銷。(十八)辦公室管理質(zhì)量標(biāo)準(zhǔn)1、保持有崗、有人、有服務(wù)。2、上崗人員按規(guī)定著裝，做到儀容儀表整潔。3、保持辦公室環(huán)境衛(wèi)生，擺放有序。4、保持辦公室設(shè)施設(shè)備運(yùn)轉(zhuǎn)正常，清潔完好。5、遵守酒店紀(jì)律和各項(xiàng)規(guī)章制度。6、做好交接班工作，交接清楚，做好記錄。7、管理人員加強(qiáng)現(xiàn)場管理和督導(dǎo)，加強(qiáng)工作考核。(十九)宴會預(yù)訂部工作質(zhì)量標(biāo)準(zhǔn)1、在規(guī)定的崗位上和工作時間內(nèi)，保持有崗、有人、有服務(wù)。2、上崗人員必須按規(guī)定著裝，儀容儀表符合《員工手冊》要求。3、掌握各餐廳情況和預(yù)訂情況，合理接受和安排宴會預(yù)訂。4、熟悉菜點(diǎn)知識，準(zhǔn)確回答客人問詢，積極推銷。5、接聽客人預(yù)訂電話時，語言親切禮貌，以下列方式為標(biāo)準(zhǔn)：“您好，宴會預(yù)訂，請講。”認(rèn)真做好記錄，最后將客人預(yù)訂內(nèi)容和要求復(fù)述一遍，確保預(yù)訂要求和內(nèi)容無差錯。6、接受預(yù)訂后，根據(jù)訂餐標(biāo)準(zhǔn)寫出菜單，及時將宴會預(yù)訂單分送餐廳、收銀、冷菜、餅房及相關(guān)廚房，要求準(zhǔn)確無差錯。7、廣泛搜集市場信息和賓客反映意見，做好客史檔案的整理工作，每月匯報(bào)前廳部經(jīng)理。8、每禮拜向前廳部匯報(bào)一次宴會預(yù)訂情況，分析業(yè)務(wù)發(fā)展趨勢，及時提出建議和意見。9、經(jīng)常了解賓客對宴會的反映，及時轉(zhuǎn)達(dá)有關(guān)部門，并向客人做好解釋反饋工作。10、遵守《員工手冊》和各項(xiàng)規(guī)章制度，不私受小費(fèi)和客人饋贈的禮品。11、做好交接班工作，保證工作的連帶性，交接清楚，做好記錄，且必須有當(dāng)班人和接班人簽字。ReservationManualDIVISION:ROOMS—DEPARTMENT:RESERVATIONGeneralStandardsAgenttospeakinacourteous,friendly,enthusiasticandpleasantvoice.Haveasmileinyourvoice.Reservationwillbeaccepted24hoursperday.Whenreservationsdepartmentwillnotbecovered,FrontDeskshouldtakeallcallsDuringholidayperiods,coverageshouldbeprovidedbyFrontDeskifrequiredPhoneswillbeansweredwithinfive(5)ringsas“Salutation,HotelName,howmayIdirectyourcall”O(jiān)fferapologyifunabletoanswerwithinfive(5)ringsCallswillnotbeputonholdformorethanfifteensecondsIfalllinesarebusy,apologizetoguest&offertoreturnthecallNeveraskthecallertocallbackTopersonalizethecall,establishcaller’snameandusethroughouttheconversation“Goodmorning/afternoon/eveningReservationsthisis………….Speaking”Agentmusthavealldetailsfor:allavailablerates,packagesandpromotionsdescriptionofthehotelReservationpolicy(i.e.:guaranteedreservations,cancellation,depositetc.)explainroomsize,location&differences“PaintthePicture”bedtypecheck-inandcheck-outtimehoursofoperationforallF&BservicesoffertomakeaRestaurantreservationawareofallcurrentpromotionswithinthehoteluseguestsnamethroughoutconversationspa–sellfacilitiesabletotakeadvancereservationsforhealthclubandF&Boutletsairporttransportationandlimousineservicegeneralinformationregardinghotelservicesandfacilitiesearlyarrivalpolicylatecheck-outpolicyupgradeReservationinformationatFrontDeskiscomplete&accuratewhenguestchecksinOnconfirmation–hotelheadedpaperwithspa&restaurantlogo’stopromotefacilitiestobeusedAllfaxed/e-mailedreservationsshouldbeenteredintothesystemwithintwohoursofreceipt.Anythingreceivedoutwithbusinesshourswillbeenteredintothesystemwithinthefirsthourofbusinessthefollowingday.Confirmationforreservationsfaxed/e-mailedintothehotelshouldbesentwithintwentyfourhoursofreceiptSubject:TakingReservationAvailabilityshouldbecheckedbeforeconfirmingareservationEnterguestnameinguesthistoryfieldtoseeifreservationsshouldbeupdatedtoanexistingguesthistoryaccountAlwaysascertainifguesthasstayedpreviously.Ifyes,donotaskfordetails.Ifno,askhowtheyheardofusAscertainwhetherbusinessorleisureguesttoenableyoutodeterminethecorrectquoteOfferthehighestcategoryofroomsfirst,thanthestandard.ThereshouldbenolostreservationswhenlowerratesareavailableExplainthedifferentratecategoriesaccordingtoavailabilityandexplainpackagecontentsClosethesalebyaskingforthereservation–determinedatesrequired,roomtype,numberofpeoplestayingNon-smokingroomrequest(whenavailable)shouldbeascertainedduringthereservationGivedescriptionofroomandhotelfacilities.Up-sellwhereverpossibleAskthecallerforapproximatearrivaltimeandproposelimousineserviceInputcompleteinformationforreservationintosystem(i.e.:arrivalanddeparturedates,numberofguests,completenameofguest,address,phoneandfaxnumber,specialrequest,roomtype,rateagreed,creditcarddetails)GuaranteewithcreditcarddetailsNoteguaranteedstatusinsystemAdvisecallerofcancellationpolicyandpenaltiesGivecalleraconfirmationnumberGivecallercancellationnumberReadreservationbacktocallerforverificationAlwaysthankthecallerformakingareservationAlwaysascertainhowcallerheardofthehotelSendawrittenconfirmation,includingliteratureonthehotelifneededwithin48hoursSubject:WaitListWhenhotelisfull,offerregularguestsalternativeaccommodationofsimilarstandardSubject:GuaranteeStatusAllreservationsreflectaguaranteeornon-guaranteestatusAllcallersaremadeawareofthereservationstatusGuestshouldbeproperlynotifiedwhenadvancepaymentwillbenecessaryIfdirectbillinghasbeenapproved,thereservationshouldbeguaranteedonlytocompanynamesandaddressesDirectbillstatusistobeverifiedbyCreditDepartment,ifacallerrequestsaguaranteetoacompanynameAllguaranteedreservationsshouldbecancelledby1600hrsifthehotelisrunningatahighoccupancySubject:SpecialRequestsAllspecialrequestsshouldbehandledinapositivemannerSpecificroomrequestmaybepre-blocked,butguestisinformedthatisrequested,notguaranteedPreallocationofroomsisnotallowedatthetimeofreservation,exceptforsuitesoranyspecialrequestsSpecialrequestsshouldbenotedinGuestHistoryinthesystemusingthepre-determinedFideliocodeTracesarerequiredtobesentonatimelybasistoalldepartmentsresponsibleforcarryingoutspecialrequestsExampleofspecialrequests:nearelevatorconnectingroomquietroomnon-smokingcityviewgardenviewearlyarrivallatecheck-outextrabedcribamenityinroometcSubject:GuestHistoryAllinformationregardingguestsspecialrequestsmustbeenteredintotheGuestHistoryfieldwithinFidelioAllguestsusingmorethanoneRFHotelwillbeofferedthesamestandardsofservice,includingspecialrequests,dietaryrequirementsetcTheywillalsobeaffordedanylongstaygiftorsimilarlocalequivalenttothesamestandardoftheirregularlyvisitedRFHotelSubject:AmenityRequestsCallerrequestingamenitymustprovidethefollowing:methodofpaymentnameofguestnameandaddressofpersonpayingfortheamenitytelephonenumberdatethattheamenityistobedeliveredifacardisrequiredmessageonthecardspecificamenitythatistobedeliveredAllamenityordersaretobeprocessedwithapaymentCallerrequestingamenitymustbeinformedoftherelativechargeCountryspecificrulesconcerningthechargingcreditcardsun-sightedmustbefollowedSubject:DirectBillRequestOnlycompanieswithavalidcreditaccountwillbeallowedtodirectbillareservationAllcompanieswithanapproveddirectbillshouldbenotedintothesysteminthecompanies’guesthistoryThecorrectbillinstructionsshouldberecordedinthereservationnotewithaccuratedirectbillinginstructions.AllstaffaspartoftheirinductionprocessshouldbefullyawareofthehotelscreditpolicyAseparateincidentalfolioshouldbecreatedforalldirectbillingsonroomonlyorroomandbreakfastonlyreservationsGuestrequestingdirectbillingwhohasnotyetestablishedapprovalforsuchshouldbereferredtoAccountingtoestablishanaccountAlldirectbillinginstructionsshouldbeenteredcorrectlyinthesystemThepolicyonlatecharges,i.e.minibar,shouldbethatchargesaremadetothecreditcardinthesystem,aletterwillbesenttotheguestexplainingthis.Anychargesover$10/￡10willbeforwardedontotheguestSubject:TravelAgentReservationsWhenenteringtheguest’sreservation,ensurethatthetravelagencynumber(IATA)andthetravelagent’snamearenotedinthesystemTheappropriatecommissionpercentageshouldbeenteredinthesystemRFHotelspolicyistopaycommissionoverridesonGeneralManagers&/orDirectorofSalesinstructionsNocommissionswillbepaidfornon-commissionablebusinessTravelagenciesshouldreceivethecommissionstowhichtheyareentitledCommissiondecisionsshouldbebasedonmarketnotcompanystatusAllcommissionispaidwithin30dayswithorwithoutinvoicewhenmoneyhasbeenreceived–excludingdirectbillings(accounttocompany)Subject:ReservationsforGuestswithDisabilitiesNeverassumethatallguestswithdisabilitiesrequirespecialassistance.Whenaguestidentifieshim/herselfasdisabled,askwhat(ifany)specialassistancemaybeneededRecordanyspecialrequestsorneedsinthereservationsystemBlockaccessiblerooms/suitesifneededGuestswithdisabilitieswillbeaccommodatedtotheirspecificneeds,ensuringcomfortduringtheirstayAllhotelstoadheretolocaldisabilitylawsSubject:VIPReservationsVIPsare:AllpeoplepayingrackinasuitePeopleidentifiedbycompanies,i.e.,VPofcompanyholdingafunctionatthehotelPeoplewhohavehadacertainnumberofstaysattheproperty.ThisistobedecidedbythehotelPeoplenominatedbytheManagersofsisterRFHotels,ManagingDirectororbytheSeniorStaffofSavannahHouseAsupervisor/managershouldbenotifiedpromptlyasimportantVIPreservationscomeinAllVIParrivalswillbepersonallymetbytheGeneralManagerorManagerondutyinthehotelandescortedtotheirroomPertinentinformationandanybackgroundhistoryshouldbeenteredinthesystemforthereservationVIPstatusshouldbenotedinthesystemAnamenityorderformshouldbecompletedfortheVIPApersonalizedhand-writtencardfromtheManagingDirector,GeneralManagerorResidentManagerwillaccompanyanamenitytoaguestroomSubject:ComplimentaryRoomRequestsAllcomproomsmustbeinwritingapprovedbytheManagingDirectororGeneralManager,orappropriateExecutiveCommitteememberReservationAgentsarenotauthorizedtocompordiscountaroomwithoutauthorizationNotewhichchargesaretobecomplimentary:ComproomandtaxonlyComproomandbreakfastCompallchargesAllcompreservationsmusthavesomeformfwrittendocumentationforsupportEverymorningallcomplimentaryroomsshouldbereviewedbytheFrontOfficeManagerandtheGeneralManagerSubject:EmployeeRoomRequestsEmployeesmustsubmitaformalrequestinwritingfortheirrespectivedepartmentmanagerforapprovalAllrequestsforemployeeroomsmustbesubmittedtotheGeneralManagerorResidentManagerforfinalapprovalAllapprovedemployeerequestsshouldbereferredtotheReservationsManagerEmployeeroomreservationsenteredintosystemwithappropriatecodesSubject:ChangestoexistingReservationsAllchangestoanexistingreservationshouldbemadeinthesystematthepointofthecallAllinformationandchangestotheexistingreservationwillberepeatedbacktothecallertoverifyaccuracyEnsurethatthereservationrecordisupdated.Advisedepartmentsaffectedbythechange(s)Iforiginalreservationwasnotguaranteed,advisecallerofthestatusandaskifhe/shewouldliketoguaranteethereservationIfitisnotpossibletomakeachangetothereservationduetorestricteddates,alwayssuggestalternativedates,oroffertowaitlistthecallerConfirmationnumbershouldalwaysbereconfirmedwiththecallerAllchangesmadeonmanualformaretheresponsibilityoftheReservationistsacceptingthecallandmustbecompletedbytheendofthatshiftSubject:CancellationsAllreservationsshouldbecancelledinthesystematthetimeofcallGuestsshouldbeclearlyinformedofanycancellationpenaltyincurredGuestsaretobegivenacancellationnumberAdvisedepartmentaffectedbythechangesAcancelledreservationwithanadvanceddepositshouldbeaccompaniedbyacheckrefundrequestHotelcanchargeforcancellation,evenifroomhasbeenre-sold.Subject:No-ShowsGuaranteednoshowstobechargedtogueststhefollowingdayNo-showsaretoberesearchedpriortochargingguestsRefundisgivenatGeneralManagerorResidentManager’sdiscretionifanadvancedepositisgivenChargefornoshowisatGeneralManager,RevenueManagerorResidentManager’sdiscretionAlettershouldbesenttogetherwiththeno-showbill(i.e.,“Wearesorryyouwereunabletovisitus,butyourreservationwasheldallnightperyourrequest…etc.”)Subject:AdvancedDepositsProcesscashorchecksreceivedforadvancedepositsasfollows:PosttheamountofdepositreceivedtothereservationanddenotethepaymenttypeFilloutaseparatedepositsheetforeachpaymenttypeAphotocopyofthechecksreceivedforadvancedepositsshouldbeplacedinthecheckfilebookProcesscreditcardadvancedepositsasfollows:writeontheappropriatevouchertype:cardaccountnumberexpirationdatecardholdernameamountofpaymentCallcreditcardcompanyforapprovalWriteapprovalcodeonvoucherindesignatedareaWritereservationaccountnumberonvoucherWrite“signatureonfile”inthespaceforcardholder’ss