酒店前厅部预订管理程序手册-SP-RM-RES-S010 Knowledge of Contacts (v)电话交流知识.doc

《酒店前厅部预订管理程序手册-SP-RM-RES-S010 Knowledge of Contacts (v)电话交流知识.doc》由会员分享，可在线阅读，更多相关《酒店前厅部预订管理程序手册-SP-RM-RES-S010 Knowledge of Contacts (v)电话交流知识.doc（5页珍藏版）》请在淘文阁 - 分享文档赚钱的网站上搜索。

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: Dat

2、e: 总经理批准：日期：Task: Knowledge of Contacts Code: RM-RES-S010任务：电话交流知识序号： RM-RES-S010Standard:Reservation Sales associates will provide caller with telephone and fax numbers of other and other hotels worldwide, and be able to transfer calls immediately to other departments or associates if required. Onw

3、ard bookings will be offered and made for guests at and hotels throughout the world.标准：预订部销售文员将为电话询问者提供其他喜来登和饭店的联系电话和传真号码，并能立即转接所需的饭店消费场所的电话。为客人提供在世界喜各地的来登和酒店作预订的服务。Procedures:1. An up to date directory of and hotels throughout China and overseas will be easily accessible at each reservation console

4、 for reference and in the Opera telephone book. (Access Shift/F7)2. When a guest enquire about other properties or locations, the Reservation Sales associate will immediately offer to provide the number by saying: “Sir/Madam, would you like to have the telephone or fax number of Suzhou?”3. If the gu

5、est is in-house and require onward travel arrangements, the Reservation Sales associate will offer to contact the required property, check availability and make a booking if required.4. If a guest requires accommodation in a location that has both a Westin and a property, they will be advised of bot

6、h with the option left to the guest.5. Refer to the list, and ensure number is provided accurately to the caller, including applicable area codes.6. A list of internal telephone numbers will be clearly displayed at each reservation console to assist transfer of calls to other departments or associat

7、es when necessary.程序：1.在每一个预订工作区域和在Opera电话本中(进入Shift+F7)应有一份国内和海外喜来登和的最新电话及传真号码表。2.当一客人询问关于其他酒店的信息和位置时，预订部销售文员应立即为他们提供所需的信息，可以这样说：“先生，您需要要苏州喜来登饭店的电话或传真吗？”3.如果这个客人是住店客人并希望我们为其安排旅行时，预订部销售文员应与客人所需的喜来登或饭店联系,并询问是否有空房供出租并为客人做预订。4.如果客人要去的城市既有喜来登饭店又有Westin饭店的话，预订部销售文员要将这种情况告知客人，让客人作出选择。5.参照电话号码表，确保为客人提供的电话号码准确无误(包括区号是否准确)1. 6.在每一个预订区域，都应准备内部电话号码表，以帮助预订部销售文员为客人转接电话到所需的部门和所要找的人。-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