国际酒店前厅前台操作程序手册-SOP Rec 50 Flight reconfirmation.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: Guest Relations OfficerTASK NO任务编号: 50TASK: Flight reconfirmation (page 1 of 3)EQUIPMENT REQUIRED设备要求设备要求:WHAT TO DO要做什么要做

2、什么HOW TO DO如何去做如何去做WHY为什么Upon obtaining request.2.Noted down details information detail.3.If the ticket can be reconfirm by the phone.During the air-ticket office operation time, ask guest: “would you mind I show you to air-ticket office to reconfirm your ticket, the ticket office is in hotel busine

3、ss center.If guest refused or it is not during the air ticket office operation time, take out one “air-ticket reconfirmation” envelope immediately; take the following information on both the envelope front page and the claim slip first.a) Guest nameb) Room numberc) Total tickets numberd) Guest conta

4、ct number e) Taken byTear off the claim slip and hand it to guest. Explain to guest that front desk will inform them when ticket has been reconfirmed by leaving a message. Remind them to present this slip when they want their ticket back. Ask guest whether he needs us to arrange airport transportati

5、on service, wake up call or late check out. (Depends on room status) If needed, call the transportation office to book car for guest or refer to relate to follow up and key in the system at once.The following detail information must be record down after guest left and sign your name at the air-ticke

6、t hands over book.a. Receiving date.b. Guest rooms number.c. Guest name.d. Purpose of the tickete. Time of send down to confirmf. Time of pick upg. Staff signature.Call the airline office, give them all the information to reconfirm, obtain confirmation code, and write down on the envelope.To show ho

7、tel courtesy and efficient working attitude.To ensure the ticket goes back to the right person.To provide Do more for the guest and make more profit for the hotel.To ensure guests needs are attended to and easy for colleague to follow.To ensure the reconfirmation is a successful one.PREPARED BY编写人:

8、APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理SIGNATURE/DATE签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 50TASK: Flight reconfirmation (page 2 of 3)EQUIPMENT REQUIRED设备要求设备要求:WHAT TO DO要做什么 HOW TO DO如何去WHY为什么If the ticket needs to be send

9、ing out for reconfirmation, send to concierge.Send the ticket to air ticket office or confirm ticket with airline office through the phone.6.Inform guest the confirmationSend the ticket with “ ticket confirmation” logbook together to concierge; let them sign on the book.Call airline office and provi

10、de the following details:a. Guests nameb. Flight numberc. Departure date.d. Classe. Ticket numberf. Contact phone numberg. Special requestMust get confirmation code, and write down, and explain the related expense to guest.Leave a message and inform guest that his ticket has been reconfirmed and is

11、ready at front desk, by saying: “ Mr. Tan, your air-ticket from Haikou to Hong Kong on xx date has been reconfirmed, would you like us to deliver it to your room or will you pick up later?” Inquire whether guest prefers to pick it up by himself or wants bellboy to deliver it to the room.For record.T

12、o work efficiently and give guest the fastest and correct feed back.Ensure the guest gets back the ticket.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SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编

13、号: 50TASK: Flight reconfirmation (page 3 of 3)EQUIPMENT REQUIRED设备要求设备要求:WHAT 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Returning of ticket.Reference for ticket.Note: Receptionist must explain to guest that in order to protect guest interests, so the ticket cannot be delivered to room when guest is out.Af

14、ter front desk returned the ticket to guest, suggest guest to leave for airport at the right time, and confirm with guest about car departure time once again by saying: “ Mr. Tan, your flight at 8:00am please try to leave the Hotel 3 hours before the flight departure, it will give you enough time at

15、 the airport. Just for remind the airport tax for international flight is 90.00RMB per person, domestic flight is 50.00RMB per person, please keep some cash with you.” After ticket is returned to the guest, keep the envelope at front desk reception until the guest check out.If guest is not in the ro

16、om, air-ticket should be kept by reception desk. If during the close time of the lounge, air-ticket should be kept in AM safe deposit box with properly hand overTo provide do more for the guest.Easy for trace back, in case guest needs the confirmation code again.For safety reasonPREPARED 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SIGNATURE/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、SOP6