front_office_sop

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1、FrontOfficeStandardOperatingProcedures45Policy:GuaranteedBookingPPNo:Department:FrontOfficeEffectiveDate:Issuedby:FrontOfficeManagerApprovedby:_________________________DirectorOfRooms_________________________GeneralManagerPurpose:Toensurethatthebookingsareguaranteedbyana

2、dvancedepositpriortotheactualcheck-indate.Procedures:1.Themoneyreceivedpriortothecheck-indateshouldbepostedasareservation/bookingadvancedepositintothesystem(Fidelio).2.Anadvancedepositwillthereforeguaranteethebookingno-show,thedepositwillthenbeforfeited.3.Thedepositmayno

3、tberefundediftheGuestdidnotarriveandthebookingwasnotcancelledinadvance.4.AnadvancedepositshouldbepostedagainstthebookingandareceiptissuedtotheGuestasverificationthatthedeposithasbeenreceived.Thereservation/bookingshouldthenclearlyshowacreditamountintheaccount.5.Anadvance

4、depositmayberequiredforagroupbooking,abookingmadebyacompanywithnocreditfacilitiesortoguaranteethebooking.6.Anadvancedepositshouldbeequaltoorbiggerthanthefirstnight’saccommodationcharge.Forgroups,conferences,etc.theinitialdepositshouldbeequaltothefirstnights’accommodation

5、chargefortheentireroomsbooked.45Policy:HandlingaDayUseRoomPPNo:Department:FrontOfficeEffectiveDate:Issuedby:FOManagerApprovedby:_____________________GeneralManager_____________________DirectorofRoomsPurpose:Toensurethatalldayuseroomsareproperlyrecordedandchargeapplied.Pr

6、ocedures:1.Dayuseroomsaregenerallybookedforthehoursof09.00to17.002.Adayuseroomisonewhichisnotactuallyrecordedasaroomsoldastheoccupantchecksinandoutatthesameday.3.Ratesforthedayusewillvarydependingoncheck-outtimeandiftheroomcanberesold.Generally,theseare50%oftherackratefo

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

8、00.5.Ifaguestrequestsacheck-outtimelaterthan16.00,afulldaysaccommodationchargemaybecharged.6.Allcreditp