酒店前厅部预订管理程序手册-SP-RM-RES-A110 Guest History (v)客史资料管理.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 Dept Header. Adrew Guo部门：前厅部/预订

2、部部门经理：GM Approval: Zhang LeiDate: 28 September 2004总经理批准：日期：2004年9月28日Task: Guest History Code: RM-RES-A110任务：客史资料管理序号： RM-RES-A110Standard:Reservation shift leader will be responsible to keep guest profile database clean and eradicate any duplicated profiles.标准预订部主管负责客史数据的管理，并去掉重复的和无用的档案。Procedure:

3、1. Reservation Sales Agent should call up Guest Profile and verify to ensure that all data is correct and complete.2. Incomplete Guest Profiles will be informed to Reservations Shift Leader for following up.3. Reservation Shift Leader will check the Duplicate Profile Report weekly to maintain the da

4、tabase.4. Delete unused guest profile without history.5. Reservations Sales Manager should review the profile management for the profile completeness and the link with the Starlink regularly. 程序：1. 预订部销售文员须时常查看客人档案以确保其正确和完整。2. 如发现不完整的档案要立即通知预订部主管进行处理。3. 预订部主管要打印每周重复客人档案以进行数据管理。4. 不完善和无用的档案要被删掉。5. 为了使档案管理更加完善并能与总部电脑顺利连接，预订部经理应定期与前台经理共同回顾我酒店的档案管理。 -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