万豪酒店前厅部sop标准运作程序-英文版

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1、LocalStandardOperatingProceduresFrontOfficeRM-01-001FrontOfficeTerminologyFrontDeskRM-01-003Check-InandCheckOutProceduresRM-01-004ComputerInputRM-01-005AdvancedGuaranteedPaymentonRoomsRM-01-006ExpressCheck-OutRM-01-007LateCheck-OutRM-01-008NoShowChargeRM-01-009UseDecodertoOpe

2、nGuestSafeBoxRM-01-010UpgradingRM-01-011DisabledGuestRoomRM-01-012RoomInspectionRM-01-013DayUseRoomsRM-01-014ExtensionsofStayRM-01-015HotelKeyControlProcedureRM-01-016RelocationofGuestsRM-01-017SafeDepositBoxRM-01-018FolioTransferRM-01-019RebatesandPaid-OutsRM-01-020CreditChe

3、ckReportRM-01-021ContingencyReportRM-01-022GuestInformationCheckRM-01-023GuestSecurityRM-01-024MarriottRewardsEnrollmentLOCALSTANDARDOPERATINGPROCEDUREShenyangMarriottHotelSubject:FRONTOFFICETERMINOLOGYLSOPNo.:FO-01-001IssuedBy:FrontOfficeManagerEffectiveDate:November1,2003Ap

4、provedBy:GeneralManagerPage:1of10Distribution:ExecutiveCommittee/DepartmentHeadAObjective:lToensureFrontOfficeassociateshavingabetterunderstandingabouttheFrontofficeTerminologyforeasyoperation.Policy:lItispolicyoftheShenyangMarriottthatallFrontOfficeassociatescanidentifyandar

5、efamiliarwiththeFrontOfficeTerminology.Procedures:ACCEPTEDCREDITCARDS:1.AmericanExpress–AX2.DinersClub–DC3.VISA–VS4.MasterCard–MC5.JCB–JC6.Greatwall–GW7.Guangfa–GF8.Peony-PNADJOININGROOMS:Two(2)separateroomswithacommonwall.ADVANCEDEPOSIT:Paymentinadvanceonanaccountinordertoas

6、surearoombeingheldafter6:00pmandguaranteereservation.ThisisnottobeconfusedwithaPIA.AGGRESSIVEHOSPITALITY:Greetingandservingeachguestwithapositive,courteousandfriendlyattitude.AMBULATORYROOM:Roomespeciallyequippedforwheelchairpatients.ASAP:AsSoonAsPossibleLOCALSTANDARDOPERATIN

7、GPROCEDUREShenyangMarriottHotelSubject:FRONTOFFICETERMINOLOGYLSOPNo.:FO-01-001Page:2of10AVAILABILITY:Denotesaconditionalstatusofrooms.“Spaceavailable”meansaroomcanbeobtainedthroughreservationsorregistration.BACKTOBACK:Thisiswhenonegroupisbroughtintothehoteljustasanothergroupi

8、sreadytodepart.BANK:Moneyfromwhichthecashiermakeschange,casheschecks