【正文】 1 Front Office Standard Operating Procedures 2 Policy : Guaranteed Booking PP No : Department : Front Office Effective Date : Issued by : Front Office Manager Approved by : _________________________ Director Of Rooms _________________________ General Manager Purpose : To ensure that the bookings are guaranteed by an advance deposit prior to the actual checkin date. Procedures: 1. The money received prior to the checkin date should be posted as a reservation / booking advance deposit into the system (Fidelio). 2. An advance deposit will therefore guarantee the booking noshow, 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 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 pany with no credit facilities or to guarantee the booking. 6. An advance deposit should be equal to or bigger than the first night’s acmodation charge. For groups, conferences, etc. the initial deposit should be equal to the first nights’ acmodation charge for the entire rooms booked. 3 Policy : Handling a Day Use Room PP No : Department : Front Office Effective Date : Issued by : FO Manager Approved by : _____________________ General Manager _____________________ Director of Rooms Purpose : To ensure that all day use rooms are properly recorded and charge applied. Procedures: 1. Day use rooms are generally booked for the hours of to 2. A day use room is one which is not actually recorded as a room sold as the occupant checks in and out at the same day. 3. Rates for the day use will vary depending on checkout 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 preregistered from the night before and have a late checkout until . If a caller does not want to preregister the room, the day use room can not be guaranteed until the hotel’s published checkin time, such as . 5. If a guest requests a checkout time later than , a full days acmodation charge may be charged. 6. All credit procedures must be adhered to as per normal FIT checkin. 4 Policy : Filing System PP NO : Department : Front Office Effective Date: Issued by : FO Manager Approved by : ___________________ General Manager ______________ Director of Rooms Purpose : To ensure that all correspondence for each booking are filed daily and in alphabetical order for the last name. Procedures: 1. The correspondence for each days (FIT amp。 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 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 previous 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. 5 Policy : Preregistration PP No : Department : Front Office Effective Date : Issued by : FO Manager Approved by : __________________ Director of Rooms _______________ General Manager Purpose : To ensure that all early arrivals’ rooms are blocked in advance and that all necessary amenities are prepared. Procedures: 1. Preregistration involves booking the rooms from the previous night. 2. A full night acodation shall be charged for the booking unless other arrangement has been made. 3. All requests for preregistration must be in writing (fax, letter, or ) to prevent any dispute at checkin or checkout. The booking must be guaranteed, to protect against the booking being a noshow. 4. A copy of the correspondence shall be attached to the reverse of the registration card as a proof of the preregiostration. 5. The booking 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 preregistered and that the Star has not arrived. This is important for any callers, messages, faxes, and articles taken. 6. The code “PreReg” must be entered after the Star’s family name to indicate that the Star has not arrived. 7. Upon arrival “PreReg” must be removed as the Star is now inhouse. 6 Policy : Group Booking PP No : Department : Front Office Effective Date: Issued by : FO Manager Approved by : _______________________ Director of Rooms _______________________ General Manager Purpose : To ensure that the group bookings are handled properly and all the arrangements include in the booking are all municated. Procedures: 1. A group booking will be classified as more than 5 rooms travelling together. 2. A plimentary room may be given (depending on the contract) if the group exceeds a certain