Objective 目 标：
To ensure that hotel policy and procedure are maintained to a high standard of service
遵守酒店的规章制度保持高标准的服务。
POLICY & PROCEDURE 规章制度：
Familiar with our rooms 熟悉房间
Memorize the different room categories, their differences, and respective locations.
记住不同的房间类型，差异及位置。
Check with computer system 在系统里查看
Alternatively you can call up the floor plan in the computer. 从计算机里调出建筑平面图。
Verify with guest 与客人核实
During check-in, verify with the guest, the room category he has reserved.
在登记时，与客人一起核实所预订的房间类型。
Room allocation 房间分配
During check-in, ensure that the room being allocated to the guest matches the room type reserved.
在登记时，确保给客人的房间符合客人预订的房间类型。
Honor guest request 满足客人要求
If the appropriate room type cannot be provided as there are none clean, or perhaps due to the fact that there some guests have not checked out yet, search for an alternative room that is as similar as possible to the one reserved.
如果不能提供给客人预定的房间（如：房间仍没打扫干净，或客人还没退房），为客人寻找另一间跟客人预定房相似的房间。
Consider other options 考虑其他选择
DON’T UPGRADE the guest! 不要给客人房间升级
Any Room Upgrade has to be approved by the Front Office Manager/Duty Manager. Offer something else to the guest. Such as late check out, etc. 如果确实要升级客人房间，必须要由前厅部经理或值班经理同意，也可以为客人提供其他的服务如: 晚些退房等。
Guest awareness 让客人知晓
If an upgrade has been approved by the hotel management, the guest has to be informed that the upgrade is for ONE TIME only and this also has to be noted in the guest profile.
如果酒店管理层同意给客人房间的提升，需要告知客人这是仅有的一次房间提升，同时需要记录在客人档案中
Reviewing and follow up 查看及跟进
Other values have to be offered after reviewing with the Front Office Manager. (e.g. free pressing for Suit or shirt/costume or blouse, Massage.)
在与前厅部经理查看客人欧亿·体育（中国）有限公司后