国际酒店前厅管理手册Front Office Reception-RM-FO-GS-13-01 接受新的预订Take New Reservation.doc

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1、国际酒店前厅部操作手册前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LO

2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RMFO-GS-13-01Effective Date:Division:Front Office前厅部 前厅部Revised Date:Section:Front Desk 前台Prepared by : Approved by 批准人:_SUBJECT主题:Take new reservation 处理客人新的预定_OBJECTIVE目的：Ensure all GSAs are able to take reservation when reservation department not

3、available.确保所有的前台宾客服务员可以单独处理客人新增预定。POLICY政策：All reservations will be taken ad recorded accurately in a friendly and courteous manner, guest inquiries regarding the hotel and room facilities will be answered knowledgeably and every assistance will be given to a caller to meet their need.以谦和，友好的态度接受所有

4、预定，并准确无误记录。专业回答客人提出的相关问题，提供帮助，满足客人需要。PROCEDURES 程序： 1. Ask for guests name, as soon as the guest name is known, address the guest by name as much as possible询问客人姓名，并尽可能多的用客人姓名称呼客人。2. Identify the room type and date required, and check availability in the PMS.确定客人要求的房型及住店日期，查看是否可满足客人的需求3. Via PMS to

5、check if the guest is return guest or not, In case of return guest , obtain guest name and check guest profile for previous rate, be sure to confirm the contact number is valid or not. For all repeat business, make the booking by the using existing guest profile, rather than creating a new one, conf

6、irm all information is correct in profile.进入PMS 查看客人是否为回头客，如是，查看客人之前的客户档案，房价，和客人确认登记联系电话是否依然有效，对所有回头客，需通过原档案做预定，并对原档案做必要的更新。4. When requested room is available, quote appropriate rate, If room type is not available, refer to procedure rechecking availability.如客人所要求房型客人满足，向客人报价，如无客人要求的房型，按程序查询房态并 根据客

7、人喜好推荐相应房型。5. Ask if the guest is a member of MRW and record membership number.询问客人是否是万豪礼赏会员，并记录客人的卡号6. Explain hotel guarantee and 6pm release policy解释酒店的担保和18点自动取消规定。7. Ask if guest requires transportation service and quote prices询问客人是否需预约酒店接送机服务，并报相应价格。8. Ask for guest contact method询问客人联系方式9. Bri

8、efly repeat main booking details to caller to confirm all is correct, including the room type, rate and arrival/ departure date简单扼要重复客人预订的细节以确定所有信息正确，包括房型，房价，到店离店日期等10. Look for opportunity to upsell or to sell other hotel facilities.寻找机会向客人推销价格更高的房间或酒店其他设施。11. If guest requests a confirmation of th

9、eir booking, request guest email address and email guest the booking information 如果客人需要一定预订确认信心，获取客人的邮箱地址，并将相关信息发送到客人的邮箱。12. Close the call by if there is anything else can be help.结束通话前要询问客人是否还有其他可以提供帮助。Reviewed by 审核人: Approved by 批准人: _ Division Head部门主管 General Manager总经理酒店管理手册前厅、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