【正文】 的背后附上 憑單。 如果客人付現(xiàn)金，數(shù)量及幣種應(yīng)在登記卡上標(biāo)明。 （更 新在備注中 ） 9. Guest preference. . smoking, nonsmoking, king bed, twin bed, city view, gardon view. 客人的喜好。 （ 如果在客人入住獲取了客人的退房時(shí)間須在 TravelInf 中登記） SUBJECT : FREE ROOM UPGRADE 1. Upgrades may occur when a room type reserved is not available due to high occupancy. Front Desk Agent offers guest the next room category and fixes the room rate. Upgrades WELLTON INTERNATIONAL HOTEL Prepared by Front Desk 18 should only be happened during peak season. It is the responsibility of all Front Office staff to sell rooms according to room types available for sale. 升級(jí)可能發(fā)生在高住房率時(shí)不能提供客人所定的房型。升級(jí)房間只應(yīng)在旺季時(shí)發(fā)生。 2. Guests who are upgraded due to high occupancy should stay in the same room for the full length of stay in order to minimize inconvenience for them. Remend upgrade one or two nights stay guest or paying high rate guest. 由于高住房率，被升級(jí)的客人在其居停期間應(yīng)被保證入住同一間房，以最小化為其帶來(lái)的不便。 3. Director of Sales, FOM, AFOM and Reception Manager may approve upgrade at any time for certain reason. 銷售總監(jiān)，前廳經(jīng)理， 大堂副理 和接待經(jīng)理有權(quán)批準(zhǔn)升級(jí)。 5. If the hotel is short of rooms, AFOM, Reception Manager and Assistant Manager should discuss with the Front Office Manager to decide on which guests should be upgraded. Preference lies with VIP and very regular guest. 如果酒店房間不足，接待經(jīng)理和大堂經(jīng)理應(yīng)同前廳經(jīng)理討論并選定哪些客人應(yīng)該被升級(jí)。 6. Front Desk Agent must obtain approval from FOM, AFOM or Reception Manager. 前臺(tái)員工必須獲得前廳經(jīng)理， 大堂副 理和接待經(jīng)理的批準(zhǔn)。 upgrade per DOS as guest is Managing Director of a big pany. 所有房間的升級(jí)必須獲得授權(quán)并附上說(shuō)明。 ） SUBJECT : HOUSE USE AND COMPLIMENTARY ROOM House use and plimentary room do not generate revenue for hotel. Both house use and plimentary are subject to prearrangement and must get approval from GM with official form.( except EOD house ues) WELLTON INTERNATIONAL HOTEL Prepared by Front Desk 19 自用房和免費(fèi)房不為酒店創(chuàng)造 收入。 (EOD 行政用房除外 ) 1. All plimentary room guests and houseuse staffs must go through . checkin procedure. 所有免費(fèi)房及自用房需辦理入住手續(xù)。 SUBJECT : ROOM CHANGE Two kinds of room change: live move and dead move. 兩種類型的換房： LIVE MOVE 和 DEAD MOVE。 b) Reach agreement with guest. It is possible let guest see the room first. 與客人達(dá)成協(xié)議。 c) Confirm rate, date and time of room change. 確認(rèn)換房的房?jī)r(jià)，日期和時(shí)間。 1. Live move 換房時(shí)客人在場(chǎng) a) Confirm room is vacant clean and ready. 確定房間是干凈的空房并處于可賣房狀態(tài)。 c) Raise “ reception instructions”. 填寫“ 接待處通知書 ”。 e) Time stamp the “ reception instructions”. 在“ 接待處通知書 “上打印時(shí)間。 h) Update puter record of room change/rate change. 在電腦中更新房號(hào)及房?jī)r(jià)。 2. Dead move 換房時(shí)客人 不 在場(chǎng) a) Confirm with guest the room change will be done without guest’s presence. WELLTON INTERNATIONAL HOTEL Prepared by Front Desk 21 和客人確認(rèn)我們會(huì)在客人不在房間的情況下為其換房。 c) Raise “ reception instructions” and mark down “ Dead Move” on the form. 填寫“ 接待處通知書 ”并注寫 ” DEAD MOVE” 。 e) Prepare new key and folder, put in basket at Front Desk for guest’s collection after ing back. 準(zhǔn)備新的房卡和歡迎卡，置于前臺(tái)指定的籃中，以便客人回來(lái)后獲取房卡和歡迎卡。 g) Pass the form to Assistant Manager for dead move. 將表格交給大堂經(jīng)理。 i) Update puter record of room change/rate change. 在電腦中更新房號(hào)及房?jī)r(jià)。 k) When room change is physically done, bellboy will return the original form and distribute the copies to HSKP, Concierge and Service Center. 當(dāng)換房結(jié)束后，行李生將會(huì)按照要求分配相應(yīng)的表格給客戶部，禮賓部和客戶服務(wù)中心。 SUBJECT : EXTRA BED The charge for extra bed is as follows: 房間加床收費(fèi)標(biāo)準(zhǔn)： RMB 166+ for normal floor 普通樓層 RMB 250+ for crowne club floor WELLTON INTERNATIONAL HOTEL Prepared by Front Desk 22 行政樓層 Baby cot is placed in room on a plimentary basis upon guest request. 在客人要求的基礎(chǔ)上，可在房間免費(fèi)加?jì)雰捍病? No extra bed is to be placed in the crowne club suite. Otherwise, a connecting room (which is chargeable) is to be suggested to the guests. 行政樓層套房不允許加床。 1. Upon request for extra bed or baby cot, the Reservation or Front Office staff will inform guest the charge. If guest agrees, then leave a in guest folio on guest arrival date. 當(dāng)客人要求在房?jī)?nèi)加床或加?jì)雰捍矔r(shí)，預(yù)定部或前臺(tái)員 工需與客人確認(rèn)收費(fèi)。 2. Double confirm with guest for extra bed or baby cot and price upon check in, if guest still needs it, change the room rate in the system and obtain guest signature beside the room rate. 當(dāng)客人辦理入住時(shí)，需再次確認(rèn)是否需要加床或嬰兒床，及其費(fèi)用。并在房?jī)r(jià)旁獲取客人簽名。 4. Update AddRemark for the reason of room rate amended. 在系統(tǒng)中更改房?jī)r(jià)后，在 REMARKS 中注明原因。 SUBJECT : LATE CHECK OUT Hotel standard check out time is 12:00 noon. Priority Club members are entitled late check out till 14:00 hours without any charge, and all Executive Floor guests are entitled late check out till 14:00 hours. Both are subject to room availability. 酒店的退房時(shí)間為中午 12 點(diǎn)。入住行政樓層的客人，可延遲到下午 2 點(diǎn) 退房。 For FIT guests: 散客： If guest late checks out between 12:00 hours to 18:00 hours, then charge 50%. 客人在中午 12 點(diǎn)至下午 6 點(diǎn)之間退房，按半價(jià)房費(fèi)收取。 For T/A guests: 旅行社客人： If guest requests late check out, the following procedure should be processed. 如客人要求延遲退房，應(yīng)按以下程序辦理： check in, the departure time of the guests is to be confirmed. If the request for a late departure is not updated in the system by Reservation, the Front Desk staff will advise guest of the late check out charge, where applicable. If a plimentary late check out is extended, this privilege must be informed to the guest. 辦理入住時(shí)應(yīng)與客人確認(rèn)離店時(shí)間。如果是免費(fèi)延長(zhǎng)退房時(shí)間，應(yīng)告訴客人所享有的特殊權(quán)益。 3. Once the departure time is confirmed, late check out requirement should be input in Remarks in guest folio. 一旦確認(rèn)離店時(shí)間，延遲退房應(yīng)標(biāo)注在系統(tǒng)的 REMARKS 中。 b) Or charge (50% or 100%) for LCO at (time) a/p (initials of authorized person). 或收取 XX，延遲退房至 XX 時(shí)，授權(quán)人 XXX。 b) Ask guest check out date. 詢問客人退房日期