换房管理程序.docx

换房管理程序主题：换房Ref:XX-XXX-014Subject:Changingroom参考号：XXXXX014目的OBJECTIVE满足客人在住店期间对房型的选择需要Tomeethotelguest,sneedofchangingroomwhilehestaysinthehotel.流程PROCEDURES1.换房Changingrooma）客房的价格有别，应技巧地向客人说明，一般是同等调换。Differentroompricesaredifferent.Explaintoguestskillfully.Usualruleischangingrmatthesamepricelevel.b）将迁出的房间应向管家部了解是否清洁，如有应通知管家部优先清洁，并让客人稍等。Askhousekeepingiftheroomguestisgoingtomovesinisclean,ifnot,tellhousekeepingimmediatelytocleanit,letguestwaitXXrawhile.c）没有清洁的房，绝不能换给客人。Notgivinganyroomtohotelguestwithoutcleaningtheroom.d）礼貌地预先请客人收拾行李，以便行李生的搬运。Askguesttopackpolitely,thenluggagemanwillhelpcarryingit.e）前厅接待员将房间变更单及即将迁入房间钥匙交予行李生及时带领客人更换。Frontdeskreceptionistgivesroomchangingreceiptandroomkeytoluggageman,tobringthemtotheguest.f）行李生替客人变换房间后应将已搬出房间钥匙还至接待处。Luggagemanshouldgiveguest'spreviousroomkeytofrontdeskreceptionist.g）接待员在电脑中更换住宿资料。Frontdeskreceptionistchangesguest'sroominXXrmationinthecomputer.