1、LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO GS-03-02Effective Date:Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Approved by:SUBJECT:Find and Cancel Reservation in PMS 在PMS 系统中查找删除客人的预订_OBJECTIVE目的：Ambassadors could find guests reservation in PMS according to the right infor
2、mation guest offered.大使可根据客人提供的有效信息在PMS 中查找客人预订.POLICY政策：Make sure can offer the right booking information to guest.确保提供给客人正确的预订信息PROCEDURES 程序： 1. The available information to find and confirm guest reservation in PMS 以下几种有效信息可以在PMS 系统查询确认客人预订： CRS Number & Confirmation Number CRS 号码和确认号码 Guest Nam
3、e客人姓名 MR Membership or other type that available in PMS万豪礼赏会员号码或者其他有效会员信息 Credit Card information信用卡信息2. Cancel reservation 预订的取消 Before cancel a particular reservation in Opera system, the hotel cancellation policy must be checked and followed. For a guaranteed booking, late cancellation may cause
4、a penalty charge (first night accommodation) unless a reasonable explanation is given by guest and approved by management.取消预订必须遵从酒店的预订取消政策，担保预订的取消需要客人支付一定的违约金（支付首晚房费）除非有充费合理的理由并获得酒店管理层的批准。 To CXL RSVN, you need to: Locate the reservation, cancel the booking and key in the reason for cancellation. 取消预订时，找到相应的预订，取消并输入取消的详细原因。Whether charging a late cancellation or not, must type in Hidden Remark by guest profile for future inquiry.是否收取客人客人取消的费用，一定要在系统中做备注，以便以后查询。Reviewed by : Approved by: _ Division Head General Manager2
