酒店满房情况处理标准操作（中英版）资料.doc

酒店满房情况处理标准操作Guest Expectation客人期望: I expect my check-in to be quick, friendly and efficient by knowledgeable staff who can assist me with my needs and ensure my individual room requests are honored. I understand that a hotel can be fully booked on occasions, nevertheless I am here at the hotel and expect a senior person to resolve my booking problem.我希望这样的员工熟手来快捷地、友好地、高效地处理我的登记入住，并能满足我的需求，同时能确保我个人房间的请求得到尊重我理解酒店处于满房的情形尽管如此，来到该酒店，我希望有个高层员工能处理我的预订问题Why is this task important for you and our guests? 为什么该任务对你和我们的客人很重要？Answers 答案: 1. Guest can experience our efficient and accurate service. 客人可以感到我们高效无误的服务。

2. We must maximize guest satisfaction. 我们必须让客人满意度最大化3. Avoid guest complaints. 要避免客人投诉4. Demonstrate my professionalism. 展现我的职业道德5. Improve GSTS score. 提高客人满意度调查分数STEPS步骤How / Standards标准1) Plan in advance提前计划If the hotel is fully booked, Duty Manager needs to check if we need to contact other hotels in the surrounding area if there are any rooms available. 如果酒店被完全预订，值班经理要查看是否需要联系周边区域内的其他酒店，以确定是否有房2) Reserve the rooms 预订房间An appropriate number of rooms in another hotel must be tentatively reserved. 须在另一家酒店暂时预订适当的房间数。

3) Explain the fully book situation解释完全订房情形When the hotel is fully booked, the Front Desk Agent must advise the walk-in guests and explain that we are unable to offer them accommodation. 当酒店被完全预订时，前台服务员须告知散客并解释我们不能为他们提供住宿了4) Advise early or late arriving guests and offer alternatives solution早到和晚到客人的解决方案Likewise, guests who arrive a day before or a day after their reservations should be advised of the situation and offers must be made to book a room at an alternative hotel. Guest must always be relocated at another hotel of similar standard before other alternatives are considered.同样，应该把该情况告知早到或迟到一天到达的客人，帮助客人在其他可选择的酒店订房。

在给予客人其他选择前，客人必须被安排到其他同等标准的酒店5) Relocate the guest 安排客人According to the policy, non-guaranteed reservations can be released after 18:00 during overbooked period. These guests will be relocated to other hotels. 按照政策，在超预订期间，非保证预订在下午6点后就被解除这些客人要被安排到其他酒店6) Decide the guests to be walked确定客人It must be by the 15.00 hours shift change, which guests are to be walked. When uncertainty arises, liaise with DOR. Guests who have to be walked will be handled by FOM/AFOM or DM. 到下午3点交班为止，务必确认哪些客人将被安排到其他酒店如果不确定的话，联系房务总监。

由前厅部经理/前厅部副经理或值班经理来处理每一位被安排到其他酒店的客人7) Decision to dishonor guaranteed booking 对有保证预定的客人重新安排In the event that it is necessary to dishonor a guaranteed reservation, Front Office Manager/AFOM must be informed before the final decision is made. 如果有我们要对有保证预定的客人进行重新安排，则须决策前告知前厅经理/前厅部副经理Summary questions问题小结:1 Why is the procedure of handling a fully booked situation important for the hotel and our guests? 为什么对于酒店和客人而言，处理完全预订情况的程序很重要？2 Why do I have to get rooms prepared in other hotels? 为什么我要在其他酒店预备房间？3 What can we do if a regular guest is very upset with our situation? 如果常客对该情况很失望的话，我们应该怎么做？4 What can we do if all the same level hotels are fully booked in the city? 如果该城市同级酒店的订房已满，我们应该怎么做？5 Why do we have to set the release time of non-guaranteed reservation at 18:00? 为什么我们要把非保证预订的解除时间设置在下午6点？6 How do we decide which guest has to be walked? 我们如何确定重新安排哪一位客人？7 How can I handle the situation of a dishonored guaranteed reservation? 我们怎么处理保证预订不兑现时的情况？。