酒店D0025(371)

前厅部制度与程序FINANCE POLICY & PROCEDURES制度POLICYPledge/Relocation编号REF. NO.执行职位POSITION RESPONSIBLEAssistant Manager涉及部门DEPT.CONCERNEDDivision/Dept HeadF/Office PersonnelSales Team目的OBJECTIVE:This is to ensure that guests are taken cared of and that inconvenience is reduced to a minimum.执行程序PROCEDURES:1. Guest with confirmed reservations and arrive on or before the started arrival time or with guaranteed booking may be relocated to another hotel of the same room standard and facilities, if the hotel is fully-booked or any spare rooms are not available.2. When relocating a guest to another hotel, it shall be the responsibility of the Assistant Manager to carry on the task by providing the guest with free transportation to and from the hotel.3. Relocated guest shall be accorded a complimentary 3-minute DDD/IDD call, at the hotels expense.4. The relocated guest shall be picked-up and brought back to the hotel the following day by the Assistant Manager. They are the first priority on second days arrival guest.5. The relocated guests shall be upgraded and treated as VIP, with amenities and apology letter from the General Manager placed in the room before arrival.6. Whenever necessary, the hotel shall issue a Pledge Certificate for one complimentary room, overnight at Hotel.a. The Pledge Certificate is to be issued only when a guest has been relocated and has returned to hotel. The Pledge Certificate is not to be mailed.b. Upon redemption by the guest, the F/ O Agency shall collect the original pledge certificate and attach to the Registration Card as the purpose of internal auditing.7. Under no circumstances shall a VIP guest be relocated unless otherwise approved by the GM/Front Office Manager.8. Any guest subject for relocation shall be brought to the attention of the FOM and GM without delay.政策制定人PREPARED BY审批人APPROVED BY执行日期EFFECTIVE371