酒店前厅部预订管理程序手册-SP-RM-RES-D130 Special Request and Trace Function (v)特殊要求及跟踪服务.doc

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1、国际酒店前厅预订管理手册International Hotel Front Office reservation management manual国际酒店预订操作程序手册Operating procedures manual for international hotel reservationStandard & Procedure国际酒店管理程序标准操作程序手册SOPPosition: Reservations Sales Agent职位：预订部销售文员Department:Front Office/ Reservation 部门：前厅部/预订部部门经理：GM Approval: Zha

2、ng LeiDate: 总经理批准：日期：Task: Special Requests and Trace Functions Code: RM-RES-D130任务：特殊要求及跟踪服务序号： RM-RES-D130Standard:All guest requests will be entered accurately at the time of the reservation to ensure a smooth communication to the necessary departments. Reservations will follow up traces for rese

3、rvations on the associated dates.标准在预定时客人的所有要求将被正确记录下来以确保相应的信息被传至所需的部门。在以后相应的日期预定部将跟踪这些预定并实行。Procedure:1. The Trace report facility in Opera enables guest requests and comments for future reservations and dates to be entered and directed to specific departments and persons.2. Upon receipt of a guest

4、 request or special treatment inclusion for a reservation, (e.g. Guest would like to have a bottle of champagne delivered at 6:00pm on Tuesday) the reservation agent will record all the details in the Specials field on the room reservation form including: date and time，specific request and details3.

5、 Using the Opera codes, special requests will be entered. (A full list of codes can be accessed through help screen 999)4. If more information is needed, including time, billing details for special etc, access the trace function of Opera in inquiry screen. (Option - 6, Trace) Enter the department or

6、 person responsible for the action of guest request, and accurately enter the details of the request.5. Trace may need to be directed to more than one department.6. The reservation Sales Agent in morning shift must print a trace report and take action immediately. 7. Enter * when trace has been reso

7、lved completely.程序：1.在Opera中信息报告设置，即是将一个预订中客人的要求和内容及跟踪时间记入Opera中直接传达给相应的部门和人。2.在收到一个有特殊要求的预定时(例如客人想在星期二晚6点送一瓶香槟去房间)，预定部员工要在房间预定单的特殊栏目里记录所有的细节，包括：日期，时间，特殊的要求和细节3.使用Opera的代码输入特殊要求。(从999帮助屏幕选择相应的代码)4.如果有更多需要的信息，包括时间，对特殊要求的细节，把跟踪信息加入Opera中的跟踪屏幕。(选择 6,跟踪)根据客人的要求输入部门或人，并且正确地输入要求的细节。5.如跟踪指向不止一个部门，则要给不同部门留跟踪报表。6.早班的预订部销售文员在每天早上都要打印一张跟踪报表，并将每一个要求尽快实施完成。7.当跟踪报告所显示的特殊要求已经完成时，在电脑中输入“*”号标以示完成。-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP酒店管理之家