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Reservations–TakingaReservation,Phone电话预订Policy制度Allreservationpersonnelandreceptionistswillbrabletotakeanaccuratereservationandrecordtheinformationprecisely.所有的预订部员工及接待员应能够正确做预订并记下所有的信息。Procedure程序1.Allcallsmustbeansweredwithintworings.所有的电话在2声内接起。2.Callstobeansweredinthisformat:电话接听标准如下：A.“Goodmorning/afternoon,Reservation(yourname)speaking.MayIhelpyou”“早上/中午好，预订部XXX。需要我帮忙吗？”B.(Afterhours).“Goodevening,FrontDesk(yourname)speaking.MayIhelpyou”.“晚上好，前台XXX。需要我帮忙吗？”3.Listeningtocallersrequestsandprovidingaccurateinformation.倾听客人要求并提供正确信息。4.Askcaller’slastnameandaddressguestbylastname.询问客人的姓名和地址，并用其姓称呼。5.Recordingdetailsona“Reservation”form.记录下所有内容在预订单上。A.Nameofguest.客人的姓名B.Datesrequested(checkavailability).住店日期（查询可卖房状况）C.Roomtypesought.房间类型D.Address.地址E.Telephonenumbercontact,FaxNo.联系电话，传真号F.Nameofpersonmakingthereservation.做预订的人G.Nameofcompany/travelagent.公司/旅行社名字H.ETA–carrierandrequiredpickupdetailswherenecessary.到达时是否需要接机及具体事项I.Methodofpayment.付账方式J.Confirmation,ie.Companycharge.确认，如：公司付账K.Specialrequirements.特殊要求6.Confirmalldetailswiththecaller.Namegivenbyreservationandguestaskedhowtheycanbehelped.与订房人确认详细的内容。将你的名字告诉客人，以便他知道如何得到帮助。7.Thankthecaller(byhis/hername)forchoosingtheSichuanHuayangGardenCityHotel.感谢来电者选择四川华洋花园城酒店和8.Ensureallreservationdetailsareenteredintothesystem.确保所有的预订细节及时输入电脑里。Reservations–CheckingAvailability检查可卖房Policy制度Allreservationspersonnelwillbeabletocheckavailabilityofroomstoensureaccuraterelayofinformation.所有预订人员应能够检查可卖房以确保能正确提供信息。Procedure程序1.Ascertainthedateandtypeofaccommodationrequired.确订订房的日期和房态。2.Select“RoomAvailability”.选择可卖房。A.Typeindate那天的房间类型B.Leavedateoutandthesystemwilldisplayavailabilityfromcurrentdateonwardsforsevendays.从现在当日电脑会显示7天内的可卖房情况。3.Ascertainroomtypeyourequireforthisperiodisavailableandsellaccordingly.查清你所要求的房态是否可以依要求卖。4.Confirmthedatesavailableorofferalternativedatesifunavailable.确认可以的日期，若不行应建议一个日期。5.Confirmtheroomtypesavailableorofferalternativeroomtype-using“upselling”techniqueandalwaysa“YesIcan”attitude.确认房间类型，若不行，用促销手段建议客人选择其他房类，并始终以“”的殷勤态度服务。6.Recordthereservationdetailsaccurately.正确记录预订内容。Reservations–Up-sellingReservation促销Policy制度Allreservationandreceptionpersonnelwillbeableto“up-sell”reservationinquiriesresultinginaconfirmedreservationatahigheraverageroomrate.所有的预订和接待的工作人员都必须具有促销的技能，以提高我们的平均房价。Procedure程序1.Allcallsmustbeansweredwithintworings.所有的电话必须在2声内接起。2.“Goodmorning,Reservations,(yourname)speaking.MayIhelpyou”.接起电话后问候并报部门姓名提供帮助。3.Using“up-selling”standards,describeroomtypesavailable.根据促销的标准，推销可卖的房间。4.Havingthoroughandcompleteproductknowledgeofallfacilitiesyouareoffering.是否对你所能提供的产品有完全的、熟练的认识。5.Offerotherservicesavailable,i.e.bottleofchampagneinroom.可说出我们特别的服务，如：房间内有瓶香槟。6.Completeallreservationdetails–confirmingdetailstothecaller.完成所有预订内容――确认细节。7.Theprioritywillalwaysbetoensuretheguestsexpectationsaremetandasaleisnotlost.客人都喜欢有优先权，我们不可以放走一个生意。8.“YesICan”.“是的，我可以”。Reservations–Changing/AmendingaReservation更改预订Policy制度Allreservationsandreceptionstaffwillbeabletoaccuratelyamendareservation.所有预订员及前台人员必须会正确操作更改预订。Procedure程序1.Obtainreservation“Cancellation/Amendment”form.拿一份“取消/更改预订单”。2.Listenattentivelytothecallerandrecordtheamendmentasgiven.Repeatthedetailsbacktothecaller.仔细听来电者述说，记下所改内容，再重复给来电者。3.Obtainallrelevantdetailsoftheamendment:取得所有需更改的相关资料。A.Originalarrivalanddeparturedate.原到达及离店日期B.Amendedarrivalanddeparturedate.更改后的抵店及离店日期C.Guestname.客人姓名D.Nameandtelephone/faxnumber来电者姓名及电话传真号码E.Companyname.公司名称F.Anyothercommentswithregardtotheamendment.其他任何建议4.Reconfirmthedetailsoftheamendmenteitherbytelephone,byletterorfax.再次确认更改的内容，无论是通过电话、信件、传真。5.Signanddatethe“Amendment”form.在更改单上签名并注明日期。6.Changetherelevantdetailsontheoriginalreservation.在原来预订上更改相关内容。7.Obtaintheoriginalreservationcorrespondence.取得最初预订的资料。8.Attachthereservation“amendment“formtotheexistingcorrespondencefortheoriginalbooking.将更改单与原单据归档在一起。9.Filethereservationintherespectivecorrespondencefile.将预订存档于相应文档内。Reservations–TakingAGroupReservation做团队预订Policy制度Allreservationspersonnelwillbeabletotakeanaccurategroupreservationandrecordtheinformationprecisely.预订人员应能够做正确的团队预订并记录下信息。Procedure程序1.Listenattentivelytothecallerandrecordaccurately,alldetailsandrequirementsforthegroup.仔细倾听并记录下内容，所有的关于团队的细节及要求。A.Arrivaldate/time/modeoftransport.抵店日期/时间/接机方式B.Departuredate/time/modeoftransport.离店日期/时间/送机方式C.Numberofroomsrequiredandtypes(checkavailability).所要求的房间娄及类型（查询是否有房）D.Nameofgroup/tour/convention.团队名称/行程/聚会E.Company/travelagentnameandaddress.公司/旅行社名称及地址F.Contactnameandtelephonenumber.联系人姓名及电话号码G.Billinginstructions.帐务情况H.Mealrequirements.餐务状况I.Anyspecialrequirements.任何特殊要求2.Informthecallerthereservationwillbeconfirmedinwritingwitacontractandrequestfordeposit.通知联系人此预订必须再次确认，并有2本合同，要求预付房费。3.Groupreservationstobeenteredintothecomputerassoonaspossibletoprotectthespace.团队预订必须以最快的速度输入电脑以便预留房间。4.Createafileforeachnewgroupreservationwithallcorrespondencepertainingtothegroupinthefile.为每一个新的团队预订做个存档，将所有相关资料附在一起。5.Advisetheappropriatedepartmentsofgrouprequirements,i.e.FoodandBeverage,Housekeeping,FrontOffice,Banq