处理客房差异报表

Procedure:

程序:

This report is made twice a day by Housekeeping Department once in the morning at about 10am and again in the evening at about 9am.

此报表就是每天两次与客房部进行核对，一次是在早上十点钟，另外一次在晚上九点。

It is a physical check of guests’ rooms made by the housekeeping Department and its main purpose is to verify th e accuracy of the rooms’ status.

它是管家部对客人的房间进行的检查，它的主要目的是确保房态的正确性。

Symbols next to each room numbers will represent the status of the rooms:

下面的标记是代表每个房间的状态：

Vacant (V), Occupied (O), Slept out (T), Checked out (H), No baggage (NB), Light baggage(LB), Double locked (DL), Do not disturb (DND), Out of town (OOT) or Out of order (X)

空房为V；占用房为O；外宿房为T；已退房房间为H；无行李为NB；少数行李为LB；

封锁房为DL；请勿打扰为DND；间断性外宿为OOT；维修房为X。

It will be passed to the Front Desk where it is immediately being checked against the Room Status Report.

此报表将送往前台、并由前台直接与房态表进行核查。

When noting a discrepancy, the followings are to be checked:

当发现差异时，应根据以下情况进行检查：

OCCUPIED in the Room Status Report, VACANT in the Housekeeping Report

房态表上是占用房而管家部的报表上是空房

1.Verifies with the Front Desk Cashier if the bill has been paid. (By error the Cashier may

not check-out the folio from the computer.)

即时和前台收银确认，房间是否已结帐（有可能已结帐，但电脑中尚末做退房处理）。

2.Checks the Room Change Record if there has a record of room change not yet been

updated.

检查换房记录，如果它已换房但电脑中尚末更新资料。

VACANT in the Room Status Report, OCCUPIED in the Housekeeping Report

房态表上是空房而管家部的报表上是占用房

1.Checks for the room numbers among all Registration Cards which are pending for the

Supervisor’s verification. (By error the Front Desk Clerk may not check-in the folio into the computer.)

若检查并发现登记卡上的差异，将由接待处主管去进行确认（可能前台员工尚未将客人入住的资料输入电脑）。

2.Checks for the room numbers among the Expected Departure Report and verifies the

departure time.

检查所有预期离店的房间并打印一份预期报表出来，确认离店时间。

3.Verifies with the Front Desk Cashier that the bill has been neither paid nor signed. (The

folio may have been checked-out in error.)

与前台收银确认既未结帐也未签名的房间。（可能是帐单错误）

4.There is the possibility that Front Desk has Checked-out the folio of guest in error with a

long staying weekly bill paid by the guest.

可能长住客人每周结完帐的帐单有错误；

5.Guests sometimes pay their bills a night before departure so the folio may be

checked-out in error.

客人有时会在离店以前付一晚的房费，所以在结帐时可能会出现帐单错误；

When these investigations have been completed, the discrepancies are still unsolved. The Front Desk will request the Housekeeping Department to have the discrepancies rechecked.

如果检查完这些情况，差异仍然没有解决。前台就要客房部对差异进行重新检查；After re-investigation by the Housekeeping Department, there are no longer any discrepancies. The Front Desk Clerk will write down the explanations and the staff’s name involved.

在客房部对差异重新检查以后，就不会再有差异了。前台接待将与相关的员工互相解释清楚；

Any remaining discrepancies must be thoroughly checked and investigated by the Guest Services Manager.

客户服务经理要彻底地检查留下的差异；

Failure to do this will result in inconveniences to the guests and difficulties for the hotel especially the Accounts Department.

如果处理不正确将给客人带来诸多不便并给酒店尤其是财务部带来更多的麻烦；