酒店前台管理文件.docx

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1、GRAND CITY HOTEL华丽城酒店Overview概述The Reservations Department is usually the first point of contact between perspective clients and the Hotel, thus the responsibility for creating the all important falls to all Reservations personnel.预订部通常是透视顾客和酒店之间的第一个联系点.这样就要求所有的预订人员有高度的责任心.The telephone skills and s

2、ales ability of Reservations personnel therefore play a vital role in forming positive perceptions of the Hotel and company amongst potential clients as well as reinforcing Hotel Novotels high standards and existing clients.因此预订人员的电话技巧和销售能力在公司和客人之间扮演一个非常重要的角色.Primary Function主要职责The Reservations Dep

3、artment is to accept and process all reservations and requests, control room and rate availability, operate and update the guest history and maximise room sales through effective use of rate controls, upselling and yield management (once available on the property management system).预订部接受并处理所有的预订要求,控

4、制房间和房价,建立和更改客史资料,运用有效的房价控制尽可能多销售房间,高价售房和获得更多的管理效益(要及时地输入在管理系统上).The Reservations Department is also a sales department in its own right, selling hotel rooms and services.预订部也是一个销售部,销售酒店的房间和服务.Mission and Goal任务和目标The Reservations Department is to promptly handle all telephone reservation requests an

5、d esquires and to efficiently and accurately process all reservations, in accordance with the established standards and procedures, ensuring customer satisfaction and maximum revenues for the Hotel. In addition, the Reservations Department must maintain a good working relationship with other departm

6、ents within the Hotel and provide same with occupancy forecasts, reports and statistical data.预订部要准确地处理电话预订和询问,并且要有效正确地处理所有预订.在建立标准和程序的同时,要确保客人最大的满足和酒店的最大收入.预订部必须在酒店内同其他部门保持良好的工作关系,并且向他们提供开房率预测,报告和统计数据.System电脑系统Advance Deposit Advise guest that an advance deposit will be required if guest wish to s

7、ettle the account by cash. 预付押金如果客人是用现金付帐,就提醒客人需要预付押金.Advise company secretary to fax over the billing letter if she wish to have charges to be born by the company.如果由公司付帐就提醒公司的秘书将有关付款说明传真给酒店.Advise Travel Agent of Tour Groups, if Travel Agent is paying for the said charges incurred by group.如果是旅行社付

8、费,就提醒旅行社所应为团队客人承担的费用Confirmation Informed caller that reservation is confirmed on the date booked but our cut-off time will be 6pm.确认告知打电话预订的人,预订保留的时间是下午6:00.Overbooking If forecasted an overbooking situation, the Reservation Manager will have to assign a staff to contact all the arrivals for that d

9、ay, one day. In advance, to reconfirm their time of arrivals.超额预订 如果预测到会有超额预订的情况,预订部主管就要分配一名员工负责联系那天预抵的客人,以便确认他们抵达时间,至少要提前一天通知.Also to get guest/secretary to fax the hotel to guarantee the reservation with the hotel还要通知客人/秘书给酒店发传真确认在酒店所作的预订.Front Office Manager have to be around to ensure that situa

10、tion is under control.前厅部经理要确保能够控制超额预订的情况.Individual Business Corporate guest FITs or “ Walk ins”商务散客合同客人,无预订散客Group Business Corporate clients who reserved more than 5 rooms.团队至少预订5间房的合同客户 Series booking with Tour Agents.旅行社的系列预订. Convention booking.会议预订Discounts No discounts are allowed without th

11、e approval of the following person:折扣所有的折扣要经过以下人员批准:Front Office Manager前厅部经理Assistant Manager大堂付理Sales销售部GM总经理Credit Credit facilities have to refer to Credit Manager if company or guest do not have an existing credit facilities account with us.信用如果客人或者公司和我们没有信贷关系,所有的信贷问题要交由信用部 经理处理.VIP services/am

12、enities All guest who takes a suite rooms will automatically have VIP services and Amenities.重要客人的服务/礼物所有入住套间的客人都要按重要客人的接待标准接待.If guest were given VIP treatment, it have to have the approval by the:如果客人要按重要客人的接待标准接待,就要经过以下人员认可:GM总经理 DOS销售总监FOM前厅部经理 Guest History It records the number of visits, tota

13、l of room nights and guest personal particulars that have stayed with the hotel.客史档案记录有来访的次数,总的房晚数和客人的爱好.Staffing Reservation Manager 人员预订部主管 Reservationists预订员Job Function Making reservation for rooms工作职责接受房间预订 Re-confirming reservation for rooms, packages 确认房间预订,套价 Ensure that all bookings are key

14、ed in to the system and followed up.确保所有的预订输入电脑系统并落实.wStandard标准All Reservations personnel must be familiar with the Hotels services and facilities and their hours of operation. Reservationists must always be familiar with local entertainment attractions and major points of interest. All such inform

15、ation should be kept in a reference guide and weekly updated with easy access for all reservations personnel.所有的预订员必须熟悉酒店的服务和设施以及它们的营业时间.预订员要熟悉当地有吸引力的娱乐场所和主要的景点.所有这些信息都应被保存在参考指南上, 每周更新以方便预订员的工作.Procedure程序&Review and memorize all Hotel services and facilities. Pay particular attention to the hours o

16、f operation of all facilities which are not available 24 hours a day. 复习并记忆所有的酒店服务项目和设施.要特别注意哪些不是24小时全天营业的设施.&Be familiar with major attractions and points of interest in the area and always give accurate and current information.熟悉本地区主要的有吸引力的事情和景点.要始终给客人正确的和恰当的信息.&Maintain a reference guide on local

17、 entertainment attractions and places of interest. Update this reference guide on a regular basis.保存一本当地有吸引力的娱乐场所和景点的参考指南.在常规的基础上对参考指南进行更改.wStandard标准All Reservations personnel must be familiar with all room rates and their availability. Rates are to be accurately quoted for all reservations and esq

18、uires. Rate confidentiality must be maintained.专业的预订员必须熟悉所有房间的价格以及是否可以提供.对所有的预订要准确报价.保密房价不能对外泄漏.Procedure程序.Review and memorize The Grand City Hotel rate structure sheet.复习和记忆华丽城酒店的价格结构表.Note and be familiar with special rates in the computer system.熟悉电脑系统中的特殊价格.Ensure rates quoted are accurate.确认报价

19、是准确的.Quote rate from high to low, pausing between each rate, thereby encouraging the caller to ask questions and/or accept higher rates.报价从高到低,在每次报价时要停顿,以便打电话的人可以有时间询问或者接受较高的价格.Review and memorize package rates and benefits included in each package or special offer.复习并记忆套价,以及每个套价中所包含的内容或者特别价格.Mainta

20、in confidentiality of all contracted, corporate, airline, travel agent and crew rates.所有的合同协议价,公司协议价,航空公司协价,旅行社协议价和同行价要保密.wStandard标准All Reservations personnel must be able to quote all Room Types and match these Room Types to individual guest requirements.所有的专业预订员必须熟知所有的房间类型.根据不同客人的需要分配相应种类的房间.Proc

21、edure程序Review and memorize Room Type list.检查并记忆房间种类.Show understanding of the benefits of each Room Type.清楚每个房间的类型.Match Room type to individual needs of guest.根据客人的不同需要分配相应的房间.wStandard标准All Reservations must be able to identify the Source of Business within a market segment and quote the applicabl

22、e Business Code.所有预订员必须能够识别在一个市场区域和所引用的商务码之内的原始商务资料.Procedure程序JReview and memorize all Source of Business Codes for easy direct entry onto each reservation.复习和记忆所有的商务码原始资料以便可以容易地进入每一个预订.JShow understanding of the link between Source of Business Codes and Market Codes.明白商务码原始资料和市场码的联系.Standard标准 Res

23、ervationists, when responding to a reservation inquiry, or accepting a reservation, upsell by making the caller/guest aware of the features and benefits of guest rooms & suites in the various rate categories; rates are always quoted from high to low and callers are given the opportunity tom respond

24、and/or ask questions. Reservationists act as sales agents by encouraging callers to reserve rooms that best meet their needs, whilst attempting to maximize hotel room revenues and yield.预订员在回复客人的预订询问时,或者接受预订时,要向客人介绍不同种类的房间的特色和优点,房价,种类.报价应当由高到低,给客人机会答复/或者提问题.预订员就象旅行社的销售员,鼓励客人预订他们需要的最好的房间.同时获取最大的房间收入和

25、投资收益.2Procedure程序Be familiar with the features and benefits of all the guest rooms and suites, and all rates applicable to each room type.熟悉所有房间的特色和优点,以及每一种类的房间价格.Quote rates from high to low; pause between each rate category to give the caller an opportunity to respond.报价由高到低,在每一种类的房价中间要停顿以便给打电话的人回

26、答的机会.Explain the features and benefits of each rate category to the caller ; this helps the caller understand the value of each rate category.向打电话的人介绍每一种类房间的价格,特色以及优点.Listen to the caller and suggest the room type that best meets their requirements. Here you should emphasis the features and benefits

27、 of the specific room type and not dwell on the rate.听清打电话人所讲的,建议给他们最接近所要求的房间种类.此时你应该重点介绍房间的特色和优点并且不要细述房价.wStandard标准Guest can be upgraded to a higher room category as the result of a direct request from the General Manager, Resident Manager, Director of Sales, and Front Office Manager. Requests for

28、 upgrades from the Corporate Office and the owning company will be channeled via the office of the General Manager.客人提高等级住在等级较高的房间,这种需要直接向总经理,房务总监,销售总监,前厅部经理要求.低价住房的要求需要通过公司办公室,如果是个体公司,需要直接通过公司总经理进行预订.&Procedure程序,On receipt of an upgrade request from an authorized person, the reservationists must c

29、hange the room type on the reservation in the computer system.接受提高等级住房要求,要有人进行确认,预订员必须在电脑系统中更改预订的房间种类.,The Reservationists must enter into the field of the computer the following information:预订员必须要进入电脑系统中的以下栏目:aThe room type of the original reservation.原始预订的房间aThe person who authorized the upgrade a

30、nd why 有谁确认低价住房，为什么。,Complete the amendment form and attach original correspondence to this form.修改预订,并将它于相符的原始预订附在一起.,File the upgraded reservation form.将提高等级的住房预订表存入文件中.wStandard标准Every week the Reservations Department must produce a Group Meal Forecast covering the next 10 days. Group Meal Vouche

31、rs must be issued to all group members who have booked breakfast. It is vital that a high level of communication be maintained between the Reservations and Food and Beverage Department ensuring the excellent service of all group meals.每个星期预订部必须向餐饮部提供10日团队用餐预测.要为所有预订早餐的团队成员分发团队用餐卡.预订部和餐饮部之间保持良好的沟通在保证

32、团队用餐的优质服务中非常重要.&Procedure程序The Group Meal Forecast must be issued every day, no later than Tuesday for each week and must include all group arrivals for the 10 days following issue date.团队用餐预测必须每日分发,每星期不晚于星期二并且必须包括以后所有10日的团队预抵日期.Before issuing the Group Meal Forecast, the Reservationist must liase w

33、ith the Food & Beverage Department to ensure that all meal venues are approved. The Food and Beverage Department must be notified of all changes to this forecast that occur after this issue.在分发团队用餐预测之前,预订员必须与餐饮部联系以确保认可所有的餐费.在分发预测后任何的改变要及时通知餐饮部.All group meals to be held in function rooms must be co-

34、ordinated between the Reservations Department and the Banquet Department via the Sales Manager (responsible for the group). Al such functions have a group function sheet, a copy of which must be included in all relevant group files.预订部和宴会部销售经理要协调所有的团队用餐地点(为团队负责).所有的这些活动都要有团队活动单,复印的文件中要包括所有有关的团队文件.Al

35、l guests having a group breakfast in the hotel restaurant must be provided with a meal voucher for each breakfast. These meal vouchers should be placed in individual envelopes for each group member along with room keys and welcome letters. This should be done one day prior to t he group arrival.团队客人

36、在酒店餐厅用早餐,每一个人必须出示用餐券.这些餐券要单独地和团队客人的房间钥匙,欢迎信放在一起.wStandard标准All no-show reservations are reviewed daily by the Reservations Supervisor and are processed for billing as required. A no-show charge can only be levied against guaranteed or deposit reservations as these rooms are held for the entire night

37、 regardless of the occupancy levels.预订经理要对所有的未到预订进行检查并按要求结帐.预订未到的费用要依据确认预订的押金收取.因为从开房率的角度上,这些房间被占用了整个晚上.&Procedure程序Retrieve no-show list for the previous night.取回前一夜的预订未到名单.Check the correspondence of each reservation that appears of the no-show list to ascertain if they are guaranteed/deposit rese

38、rvations or 18:00 hrs reservation.查看与显示在预订未到名单上相符的每一个预订,以查明他们是否已经确认/付过押金或者是18:00的预订.After establishing guaranteed no-shows, check the computer to make sure guests are not in house.当确认了是预订未到,在电脑中进行查询以确认客人不在酒店入住.Telephone the person who made the booking to establish no-show reason. Where a reason is e

39、stablished, make a note of same on the reservation correspondence.打电话给做预订的人询问预订未到的原因.如果原因成立,就将同样的记录输入相应的预订.Prepare the no-show folio(s) to be sent to the company or credit card company with a copy of the reservation correspondence. After for DOSM&RDM confirm. 准备预订未到的账目随同相应的预订复印件交于公司或者信用卡公司.经销售总监、客务总

40、监确认后Submit all no-show folios to the Front Office Manager for approval.将所有的预订未到账目呈交给前厅部经理以便确认.Send a copy of all no-show folios to the Accounts Department for follow-up.将所有的预订未到帐目交账务部检查.Note注: There will be certain circumstances where the Hotel may decide not to charge for a no-show. This will alway

41、s be a management decision.在某种情况下,酒店可能不收预订未到客人的费用.这将由管理层决定. EARLY CHECK IN提前入住If guest checks in the hotel before 7 a.m. he/she will be charged full days rate. After 7 a.m.(if occupancy is low) , to be flexible. If during high occupancy, check in time STRICTLY at 1 p.m.(preferably at 2p.m).如果客人在上午7:

42、00以前入住,他/她将付全天的房费.在早上7:00以后(如果开房率不高),可以灵活掌握.如果在开房率很高的期间,要特别声明入住的时间是下午1:00(更可取的是在下午2:00)LATE CHECK OUT延迟退房aLate check out at 2 p.m. at no extra charge. (This also depends on the Occupancy) 延迟退房至下午2:00,不加收费用.(这要视开房率而定)aHalf days charge will apply till 6 p.m. only 半天房费仅限至下午6:00以前退房aIf guest is already

43、in house and have stayed one night or more then the late check out rate will be based on 50% off the rate hes paying.如果客人已经住店一晚或更多,那么延迟退房就要收取他所付房费50%的费用.aAfter 6 p.m. to charge FULL RATE based on the rate that guest paid for, the night before.(This does not apply for Travel Agent booking). 在下午6:00以后

44、退房,要在客人所付房费基础上收取全天房价.(这不适用于旅行社预订).aIf the room booking is paid by the Travel Agent, and the next day he/she wishes to have an extended late check out time, then he/she will be charged 50% off the rack rate for the latecheck out. This will be on guest personal account, STRICTLY DO NOT reveal the contracted rates or based 50% off the contracted rates for the half days charge in this case where by the guest is paying on his own.如果预订房间由旅行社付费,并且第二天他/她想要延续延迟退房时间,那么他/她就要为延迟退房支付50%的门市房价.这是客人的个人账务,特别注意不能将合同价透露给客人或者按合同价收取的50%收取半日房费.除非是由客人自己付费.If the Travel Agent is paying for the ha