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Policy&ProcedureREFNO：FD6EFFECTIVEDATE:APRIL1,2005NO.PAGES：1-5SUBJECT：MakeaReservationPREPAREDBY：AnnieCaiAPPROVEBY：ElsieFeng(FOM)Actualityofreservationisveryimportant,itcanhelptocontrolroominventory,andalsoaffectguest’scheckinginexperience.WhenFrontDeskAgentmakesareservationforguest,thefollowingprocedureshouldbedone.预订的正确性十分重要，它有助于控制酒店房间，野营乡到客人入住经理。日前台员工为客人做预定，应例行如下：1.Telephonewasansweredwithin3rings.三声内接听电话.2.Greetguest.“Goodeveing,FrontDesk,thisisXXX,howcanIhelpyou?”问候客人:”晚上还,这是前台,我是XXX,请问有什么能帮到您?”3.Confirmcheckinginandcheckoutdate.Checkroominventory.确认入住及退房日期.查看房情.Guest:“Iwanttomakeareservation.”客人：：“我想作一个预订。”Staff：“HowmayIaddressyou，sir?”员工：“我怎样称呼您呢，先生？“Guest；“ThisisStevenBrown.’客人：“我是STEVENBROWN。“Staff：“Mr..Brown,areyouourPriorityClubmember?”员工：“BROWN先生，请问您是我们酒店优选俱乐部会员吗？”Staff：“Didyoustayinourhotelbefore?AndmayIhaveyoucheckinginandcheckoutdate.”员工：“以前有住过我们酒店吗？请问何时入住和退房？”（Askwhetherguestisreturnguest,inordertofindoutwhichpricehasbeenofferedbeforeandalsoguest’spreference.）(看客人是否有客史，根据客史资料找出以前提供的房价，以及客人的喜好。)Guest：“CheckinonXXXandcheckoutonXXX。”客人：“我将在XXX入住，在XXX退房。”（FrontDeskAgentmustlistencarefullyaboutcheckinginandcheckoutdate.Thencheckroominventoryproperly.）(前台员工需仔细聆听入住时间，退房时间。查看房性。)Ifnoroomavailable,如果没有房间Staff:“Sorry,Mr.brownhotelisfullybookedonXXX.Wouldyoulikemetoputyourreservationinwaitinglistorwouldyoulikemetorecommendanotherhotelfuryou?”员工：“对不起，BROWN先生，在XX天房间已预定满了。您愿意我们把您的预定放在等候名吗？或者推荐其他酒店给您？”（Remember:PCRplatinummember’sbookingis72hoursguaranteebooking.）(记住：白金卡会员如提前72小时预定，酒店必须提供房间)Ifguestwouldlikeyoutoputhisreservationinwaitinglist,thereservationdetailsshouldbetakendown。如客人不愿意被列入等候名单，我们要记下相宜的字连。4．Recommendroomandquoteprice.推荐房间并报价。Ifroomsareavailable,如果有空房，Staff：“Mr.Brown，willyoutravelalone?”员工：“BROWN先生，您一个人入住吗？“（Askthisquestion，inordertorecommendproperroomtypeaccordingtoguestneeds。Iftravelwithfamily，deluxeroomabovecategoryshouldberecommend.）(根据客人需要安排适当的房间。如果和家人入住，我们则推荐豪华房以上的房型。)Staff：“Wehavesuperiorroom,deluxeroomandsuite,whichkindofroomwouldyouprefer？”员工：“我们有高级房，豪华房。套房，您喜欢哪种呢？”（Tobereadyforbeingaskeddifferencebetweendifferentroomcategoryandsellingprice.Don’tforgetupselling.）（准备好被客人询问各个房间的不同之处及房价。记住推销高等级的房间。）5．Makereservationinsystem.在电脑里做预定.(Doubleconfirmthespellingofguest’sname,ensureitiscorrect.)(确认客人姓名拼写正确.)6.Guaranteebookingandobtaincontactnumber.担保一定并提供确认号.Staff：“Mr.Brown,mayIhaveyourcheckingintime?”员工：“BROWN先生，请问您几点入住我们酒店呢？”Staff：“Mr.Brown,mayIsuggestyoutoguaranteeyourbooking,asgoteloccupancyishighonXXX。”员工：“BROWN先生，因为住房率比较高，所以我建议您担保您的预定。（Explainmeaningofguaranteedbooking）(向客人解释什么是担保预定)Staff：“Mr.Brown,yourbookingisguaranteed,ifyouareno-showonXXX,onenightroomratewillbechargedtoyourcreditcardaspenalty.Ifyouwouldliketochangeyourreservation,hotelshouldbeinformed24hoursinadvance。”员工：“BROWN先生，您的预定已百担保，如果当天您未到，我们会从你的信用卡收取一晚的房费。如果你的预定有变动，请在您原定入住日前24小时通知酒店。”Staff：“MayIhaveyourcontactnumber,Mr.Brown?”员工：“请留下您的联系电话，BROWN先生。”7．Offertransportationservice.提供接送服务Staff：“Bytheway,Mr.Brown,wouldyoulikeustoarrangepickupserviceforyou?”员工：“另外BROWN先生，您需要我们为您提供接机服务吗？”Staff：“Forthetransportationservice,faxandcreditcardguaranteearerequired.Oncewereceivedyourfax,ourConciergewillcontactyouforarrangement.”员工：“有关接机服务，我们需要通过您的传真预定和信用卡担保。一旦我们收到您的传真，我们礼宾部会尽快和您联系安排接机事宜。”8．Closeselling.结束卖房。(Repeatguest’sreservation.)（重复客人的预定。）Staff：“Mr.Brown,mayIreservationdetails/YouwillbecheckinginonXXX,andcheckingoutonXXX.Non-smokingandkingbeddeddeluxeroomforyou.ThepriceisRMBXXXpernightincludingdailybreakfast.Notransportationrequirement.TheconfirmationnumberisXXX。”员工：“BROWN先生，我为你复述一下您的预定，您在X月X日入住，X月X日退房，不吸烟一张大床的豪华套房，房价是XX一晚，包一份早餐。您不需要接机富翁。您的确认号XXX。（Providehoteladdress：OurhotelislocatedinOverseasChineseTown,oppositetoWindowOfTheWorld.(提供酒店地址给客人：我们酒店座落于华侨城，世界之窗对面。)9．Thanksforthereservation.谢谢客人来电。Staff：“ThankyouforchoosingCrownePlazaShenzhen,Mr.Brown.SeeyouonXXX.”员工：“谢谢您选择深圳威尼斯皇冠假日酒店，BROWN先生，X月X日见。”Policy&ProcedureREFNO：FD7EFFECTIVEDATE:APRIL1,2005NO.PAGES：1-5SUBJECT：GuestInformationCheckPREPAREDBY：AnnieCaiAPPROVEBY：ElsieFeng(FOM)Registrationcardisthecontractbetweenhotelandguest,itmustbeabletoprovidethenecessaryinformation。WhenyouupdatetheregistrationcardintheLanmarksystemthefollowinginformationshouldbeconsidered.入住登记卡是酒店和客人之间的合同，它必需能够提供必要的信息。当在LANMARD系统中更新登记卡资料的时候，下列各项信息应该被考虑其中。1．Guest’sfullnameonpassportorID,includingEnglishandChinese.Guest’sgender.客人在护照或身份证上的全名，包括英文名和中文名。客人的性别。2．Guest’spassportorIDnumber,dateofbirthday,VISAtype,numberandexpiredate.客人在护照或身份证号，生日，签证种类，签证号码，签证有效期。3．Nationalityorarea,langusge.国家或地区，语种。4．Roomnumberandfolionumber,marketcodeandsourcecode.房间号码和确认号，MARKETCODE几SOURCECODE。5．Accuratenumberofguests,VIPstatus.准确的客人数及VIP级别。6．Roomrateandbenefits.(Especiallybreakfastisinclusiveornot.)房价和享有的优惠。（特别是包不包括早餐）7．Methodofpayment.(Attachvoucheratthebackofregistrationcard.Attachcreditcardimprintinthemiddleofregistrationcard.Ifguestpayscash,amountandkingofcurrencyshouldbeindicatedonregistrationcard.)付费方式。（在登记卡上的背后附上凭单。在登记卡的中央附上信用卡单。如果客人付现金，数量及币种应在登记卡上标明。）8．Contactnumberandemailaddress.(UpdateinAddRemarks.)联系电话和EMAIL地址。更新在备注中。9．