国际酒店前厅前台操作程序手册-SOP Rec 56 Take reservation.doc

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1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 56TASK: Take reservation (page 1 of 2)EQUIPMENT REQUIRED设备要求设备要求: Fideilo Work StationWHAT TO DO要

2、做什么要做什么HOW TO DO如何去做如何去做WHY为什么Greet and obtain name of caller and company. UpsellingDetermine guest name.Ask for address and contact numberCheck for special arrangement.Determining bill arrangement.Inquire all the information as following:Date/month/yearType of roomNumber of nightsCompanyCheck in th

3、e system for the room availability. If rooms are not available, offer to put guest on the waiting list.If available determine the number of guest.Check the type of rate.Always sell our Sofitel Club room first.Ask surname, followed by first name.Inquire politely and explain to guest the importance.As

4、k guest for arrival / departure detail/ airport pick up. Advice for any change of flight details. Check guest likes and dislikes, key in our system.Ask guest if it is on his account and if he would like to guarantee the reservation. Explain that accommodation will be charged if no cancellation is re

5、ceived.If yes, ask for billing instruction. For credit card payment, take down credit card number.If no guarantee, inform guest that room is hold until 18:00pm after which the room will be subject to availability. Because well preparation will help us to deliver efficient and quality service. We mus

6、t show our commitment to our vision excellence first time, every time in our daily behaviors.To determine room type and room rate.To maximum the hotel revenue.To ensure name is correct.For reference. Show courtesy to our guest.To determine all guests needs, so that we can better serve the guest. Get

7、 guest likes and dislikes and favorite room, give guest warm welcome.Under circumstance of high occupancy easy for us to make arrangement accordingly. We will do more to exceed customer expectation in every guest contact. PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNAT

8、URE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Guest RelationsJOB TITLE职务: ReceptionistTASK NO任务编号: 56TASK: Take reservation (page 2 of 2)EQUIPMENT REQUIRED设备要求设备要求: Fidelio Work StationWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Repeat.Thank for the caller and key in the system.S

9、ame day reservation.For company account, ask for guarantee letter to be sent prior to guest arrival.Repeat all details and confirm rate with caller.Thank the caller for calling, key in the information in system reservation.Key in the system, receptionist or inform room controller (Front Desk) to blo

10、ck the room, inform room service to deliver amenities to room prepare check in booklet and key for arrival. To ensure all information are correct.Show our appreciation. We should be politeness, good manner and being considerate.Good preparation will provide our excellent service. PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称General ManagerSIGNATURE/DATE签名/日期签名/日期-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、SOP5