华洋花园城大酒店（四星）前厅管理--godun.docx

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1、Reservations Taking a Reservation, Phone 电话预订Policy制度All reservation personnel and receptionists will br able to take an accurate reservation and record the information precisely.所有的预订部员工及接待员应能够正确做预订并记下所有的信息。Procedure程序1. All calls must be answered within two rings.所有的电话在2声内接起。2. Calls to be answere

2、d in this format :电话接听标准如下：A. “Good morning/afternoon, Reservation (your name) speaking. May I help you ”“早上/中午好，预订部XXX。需要我帮忙吗？”B. (After hours). “Good evening, Front Desk (your name) speaking. May I help you”.“晚上好，前台XXX。需要我帮忙吗？”3. Listening to callers requests and providing accurate information.倾听客

3、人要求并提供正确信息。4. Ask callers last name and address guest by last name.询问客人的姓名和地址，并用其姓称呼。5. Recording details on a “Reservation” form.记录下所有内容在预订单上。A. Name of guest.客人的姓名B. Dates requested (check availability).住店日期（查询可卖房状况）C. Room type sought.房间类型D. Address.地址E. Telephone number contact, Fax No.联系电话，传真号F

4、. Name of person making the reservation.做预订的人G. Name of company/travel agent.公司/旅行社名字H. ETA carrier and required pick up details where necessary.到达时是否需要接机及具体事项I. Method of payment.付账方式J. Confirmation, ie. Company charge.确认，如：公司付账K. Special requirements.特殊要求6. Confirm all details with the caller. Nam

5、e given by reservation and guest asked how they can be helped. 与订房人确认详细的内容。将你的名字告诉客人，以便他知道如何得到帮助。7. Thank the caller (by his/her name) for choosing the Sichuan Huayang Garden City Hotel.感谢来电者选择四川华洋花园城酒店和8. Ensure all reservation details are entered into the system.确保所有的预订细节及时输入电脑里。Reservations Check

6、ing Availability 检查可卖房Policy制度All reservations personnel will be able to check availability of rooms to ensure accurate relay of information.所有预订人员应能够检查可卖房以确保能正确提供信息。Procedure程序1. Ascertain the date and type of accommodation required.确订订房的日期和房态。2. Select “Room Availability”.选择可卖房。A. Type in date那天的房

7、间类型B. Leave date out and the system will display availability from current date onwards for seven days.从现在当日电脑会显示7天内的可卖房情况。3. Ascertain room type you require for this period is available and sell accordingly.查清你所要求的房态是否可以依要求卖。4. Confirm the dates available or offer alternative dates if unavailable.确

8、认可以的日期，若不行应建议一个日期。5. Confirm the room types available or offer alternative room type-using “upselling” technique and always a “Yes I can” attitude.确认房间类型，若不行，用促销手段建议客人选择其他房类，并始终以“”的殷勤态度服务。6. Record the reservation details accurately. 正确记录预订内容。Reservations Up-selling Reservation 促销Policy制度All reserva

9、tion and reception personnel will be able to “up-sell” reservation inquiries resulting in a confirmed reservation at a higher average room rate.所有的预订和接待的工作人员都 必须具有促销的技能，以提高我们的平均房价。Procedure程序1. All calls must be answered within two rings.所有的电话必须在2声内接起。2. “Good morning, Reservations, (your name) spea

10、king. May I help you ”.接起电话后问候并报部门姓名提供帮助。3. Using “up-selling” standards, describe room types available.根据促销的标准，推销可卖的房间。4. Having thorough and complete product knowledge of all facilities you are offering.是否对你所能提供的产品有完全的、熟练的认识。5. Offer other services available, i.e. bottle of champagne in room.可说出我们

11、特别的服务，如：房间内有瓶香槟。6. Complete all reservation details confirming details to the caller.完成所有预订内容确认细节。7. The priority will always be to ensure the guests expectations are met and a sale is not lost.客人都喜欢有优先权，我们不可以放走一个生意。8. “Yes I Can”.“是的，我可以”。Reservations Changing/Amending a Reservation 更改预订Policy制度All

12、 reservations and reception staff will be able to accurately amend a reservation.所有预订员及前台人员必须会正确操作更改预订。Procedure程序1. Obtain reservation “Cancellation/Amendment” form.拿一份“取消/更改预订单”。2. Listen attentively to the caller and record the amendment as given. Repeat the details back to the caller.仔细听来电者述说，记下

13、所改内容，再重复给来电者。3. Obtain all relevant details of the amendment:取得所有需更改的相关资料。A. Original arrival and departure date.原到达及离店日期B. Amended arrival and departure date.更改后的抵店及离店日期C. Guest name.客人姓名D. Name and telephone/fax number来电者姓名及电话传真号码E. Company name.公司名称F. Any other comments with regard to the amendme

14、nt.其他任何建议4. Reconfirm the details of the amendment either by telephone, by letter or fax.再次确认更改的内容，无论是通过电话、信件、传真。5. Sign and date the “Amendment” form.在更改单上签名并注明日期。6. Change the relevant details on the original reservation.在原来预订上更改相关内容。7. Obtain the original reservation correspondence.取得最初预订的资料。8. A

15、ttach the reservation “amendment “form to the existing correspondence for the original booking.将更改单与原单据归档在一起。9. File the reservation in the respective correspondence file.将预订存档于相应文档内。Reservations Taking A Group Reservation 做团队预订Policy制度All reservations personnel will be able to take an accurate grou

16、p reservation and record the information precisely.预订人员应能够做正确的团队预订并记录下信息。Procedure程序1. Listen attentively to the caller and record accurately, all details and requirements for the group.仔细倾听并记录下内容，所有的关于团队的细节及要求。A. Arrival date/time/mode of transport.抵店日期/时间/接机方式B. Departure date/time/mode of transpo

17、rt.离店日期/时间/送机方式C. Number of rooms required and types (check availability).所要求的房间娄及类型（查询是否有房）D. Name of group/tour/convention.团队名称/行程/聚会E. Company/travel agent name and address.公司/旅行社名称及地址F. Contact name and telephone number.联系人姓名及电话号码G. Billing instructions.帐务情况H. Meal requirements.餐务状况I. Any specia

18、l requirements.任何特殊要求2. Inform the caller the reservation will be confirmed in writing wit a contract and request for deposit.通知联系人此预订必须再次确认，并有2本合同，要求预付房费。3. Group reservations to be entered into the computer as soon as possible to protect the space.团队预订必须以最快的速度输入电脑以便预留房间。4. Create a file for each n

19、ew group reservation with all correspondence pertaining to the group in the file.为每一个新的团队预订做个存档，将所有相关资料附在一起。5. Advise the appropriate departments of group requirements, i.e. Food and Beverage, Housekeeping, Front Office, Banqueting, Guest Relations and finance.通知团队所涉及的相关部门，如：餐饮部，客房部，餐厅总办公室，宴会部，客房连络部

20、及财务部。6. Relevant departments are to be given a “Group Order” form seven days prior to the groups arrival, with the rooming list (where available).在团队到达前七天，将信息送到各相关部门，附上房号（如果可以）。Reservations To Cancel A Reservation 取消预订Policy制度All reservations and front office personnel will be able to accurately can

21、cel a reservation.所有预订员及前台人员必须会正确取消预订。Procedure程序1. Obtain a “ Cancellation/Amendment” form.取出一张“预订取消/更改单”。2. Listen attentively to the caller and correctly record the required information.仔细倾听并记录正确信息。A. Arrival/departure dates抵达/离开日期。B. Guests full name客人的全名。C. Company or travel agent if applicable

22、公司及旅行社的名称。D. Callers name and telephone number.联系人的姓名及电话号码。3. Selection option Book/ Modify/ Cancel Reservation from the reservation menu.在预订单上更改及取消预订。4. Enter the first three letters of the guests name to “ quick-find” the reservation.输入客人姓名的前三个字母以快速查找预订。5. Enter cancellation by typing “ cancel” an

23、d the name of the person making the cancellation.输入取消功能键以取消预订并输入取消者的姓名。6. Attach cancellation form to original correspondence and refill I the correct days work.将取消预订单与原订单内容重新放入更正日期的存档内。Reservations Guaranteed Res. / No Show Policy 担保预定/未到预订制度Policy制度Reservations that have been guaranteed by payment

24、 will be held for arrival until the close of the hotel day.以按金方式担保的预订会保留到第二天中午12：00 点。Procedure程序1. Reservations are guaranteed when:预订在以下情况下担保：A. Payment has been received for one or more nights accommodation.押金已交一天或一天多的房费。B. A credit card number has been provided to guarantee payment (including fu

25、ll number, expiry date and full name as it appears on the card).信用卡要记录卡号，有效期及持卡人姓名。C. A company which has established credit facilities with the hotel can guarantee by providing full company address, name of person making the reservation, phone number, fax or letter provided for the guest on arrival

26、.与酒店已建立信用关系的公司需提供公司地址，做预订的人姓名，电话号码，传真或信件。D. Guaranteed reservations will not incur a charge if cancelled the same day, if the hotel is not fully booked. If the hotel is fully booked and the guaranteed reservation is cancelled after 6:00 p.m. , a charge for cancellation may be incurred. (The final de

27、cision depending company/ agreements/contracts with the hotel). The Front Office Manager will make the decision.如果当天取消担保预订将不予收费， 前提是酒店不满房。如果酒店客满且在下午6：00 PM 之后取消，将会收取费用（具体根据合同来），这项决定应由前厅部经理来做。E. Guaranteed reservations that do not arrive on the scheduled day will be contacted.担保预订未按预期时间到达的，我们会与之联系。A.

28、 The Assistant Front Office Manager will investigate first as to the reasons for the “ no show”.大堂副理应调查未到的原因。B. All possibilities will be investigated to ensure positively that the guest had not cancelled at another source; in fact made the reservation for another date; had amended the reservation p

29、rior.一切可能性都将发生， 应确保是否取消，也许是日期有误，我们必须将日期改掉。2. Guarantees are to be explained careful to guests when making reservations as at different times of the year (i.e. peak/off peak seasons)the guarantee policies may differ or alter slightly.在淡，旺季为客人做担保预订时应仔细观察，遵循担保制度。3. In a rate restricted period, when roo

30、m availability is tight and care is to be taken with the rates and room types available:如果开房率不高时， 尽量销售可卖房。A. Reservations can be guaranteed by arrival time and rooms will be held up until arrival time and beyond, if notified.预订可以依抵店时间来担保，房间将保留至抵店时间甚至更长。B. Reservations can always be guaranteed by pay

31、ment ( advance deposit /credit card or company authorization) will be released after they are exceeded the designated arrival time ( the decision of the Front Office Manager).预订均可由押金来担保（预订金，信用卡，或公司信用，会担保到第二天中午）。4. In a full house period when all rooms are totally presold:在满房的情况下：A. Reservations whic

32、h are not guaranteed by payment ( advance deposit/credit card or company authorization ) will be released after they are exceeded the designated arrival time (the decision of the Front Office Manager).预订未由押金担保（预订金/信用卡或公司接权）的，将会在预订时间后取消（决定于前台部经理）。B. Reservations which are guaranteed and do not show f

33、or that arrival will be charged one nights accommodation after all investigations have been made.有担保的预订而未到的要在调查完后收取一天房费。Reservations Promise:预订保证：“When you make a confirmed SHGCH reservation, we promise to make every effort to have your room available until the time specified in that reservation.”“当

34、您做了担保预订后，我们向您保证我们尽可能为您保留房间。”“On very rare occasions, unforeseeable circumstances may make your confirmed room unavailable. Although unlikely, if this ever happens we promise to take care of you”.“在极少的情况下， 您的房间会无法保留，虽不大可能， 但一旦发生我们会关注您的房间。”Reservations No Show Log 预订未到日志Policy制度To track the reasons wh

35、y we receive, No Show rooms, try to rebook on other dates to keep the SHGCH name in peoples minds.去寻找原因，努力将房间再销售出去，让花园城的名字进入人们的脑海。Procedure程序1. The Reservations Officer will copy details from the daily arrival report of all no shows onto the “No Show” log.预订员应将所有内容从到店表上复印下来，并记入“预订未到日志”。2. The Assist

36、ant Front Office Manager or his/her allocated deputy will contact each person responsible for the booking of that guest and ask the following:前厅部副经理会调查原因与每一个客人联系并按如下询问：A. Our records show Mr./Mrs. (name) did not arrive last night perhaps we could amends his/her stay to another date.我们记录中XXX先生/小姐昨晚未到

37、，是否是已更换日期。3. Ascertain why the guest “No Showed” and list in the Log under “Reasons”.确定为何客人未到并将原因记录下来。4. When all “No Shows” are accounted for give to the Front Office Manager for further analysis and signing.所有未到的记录应交由前厅部经理分析。5. Use this phone call as a selling tool, courtesy never confrontation.把电

38、话当成销售工具，应保持殷切的服务。Reservations Non-smoking accommodations 非吸烟房Policy制度A number of guest rooms will be maintained at ask times as non-smoking.有些房间将一直为一些客人安排成非吸烟房.Procedure程序1. Non-smoking rooms are recognized and sold as important “points of difference”.非吸烟房的识别与销售有其不同点.2. Guests who do smoke should ne

39、ver be placed in these rooms.请不要将吸烟的客人安排在非吸烟房.3. Rooms reserved as non-smoking should be blocked or reserved when the reservation is made to ensure the guest will receive this special request.非吸烟房的预订必须事先分房并锁定, 确保客人能的到此类房间.4. A card should be placed in each non-smoking room to inform the guest of the

40、 rooms special status.每间非吸烟房间应有一张小卡片注明情况.Reservations Rooms Inventory Control 房态控制Policy制度Front Office marketing strategies and inventory control procedures are to maximize occupancy and average rates.前厅部的市场策略和房间控制将最大限度关系到开房率和平均房价.Procedure程序1. Reservations will maintain a room inventory control sys

41、tem, at all times identifying arrival and departure patterns, total occupied rooms and group blocks and pick-up information.预订部将会有房态控制系统,核实到达,离开时间,开房率,团队定房和分房状况.2. Reservations will maintain a rate/availability control calendar clearly identifying what strategies have been employed to maximize occup

42、ancy and average rates.预订部要有一个关于房价/可卖房的控制日历,以便最大限度地提高开房率及平均房价.3. Stay through No arrival controls will be employed when:入住 -没有预计到达的控制将造成:A. Occupancy for a future date is expected to exceed 90%.预期开房率将超过90%.B. There is high demand for rooms on the date following the 90% day.在接下来的时间里我们仍将寻求这个目标.4. Rate

43、 control procedures will be implemented as pressure builds occupancy levels. As occupancy climbs, special rates and low rack rates are to be restricted from sale.房价的控制程序将按开房率而执行, 开房率上升, 销售部将不允许出售低房价和特殊房价.Reservations - Rate/Availability Control Calendar 房价/可卖房控制表Policy制度A Rate/Availability Control c

44、alendar will be posted and maintained in the Reservations Office.预订员应保持使用房价/可卖房控制表.Procedure程序1. Rate controlled dates and availability controlled dates will be coded on and communicated to staff via the control calendar.房价及房间的控制将依据此预测日历.2. The control calendar may be managed by reservations but is ultimately the responsibility of the front Office Manager.预订控制表由预订员做, 但要向前厅部经理报告.3. All Front Office and Reservations personnel will be informed of changes in rate or availability control changes.所有前厅人员应对房价的变更信息了如指掌.4. Rate control is better th