酒店預(yù)訂管理程序手冊-SP-RM-RES-A010 Morning Shift Prodedure (v)早班程序

1、國際酒店前廳預(yù)訂管理手冊International Hotel Front Office reservation management manual國際酒店預(yù)訂操作程序手冊O(shè)perating procedures manual for international hotel reservationStandard & Procedure國際酒店管理程序標(biāo)準(zhǔn)操作程序手冊SOPPosition: Reservations Sales Agent職位：預(yù)訂部文員Department:Front Office/ Reservation 部門：前廳部/預(yù)訂部部門經(jīng)理：GM Approval: Zhang

2、 LeiDate: 總經(jīng)理批準(zhǔn)：日期：Task: Morning Shift ProcedureCode: RM-RES-A010任務(wù)：早班程序序號：RM-RES-A010Standard: Reservation Sales associates will be responsible to ensure all reports are prepared by 8:30am and all same day booking/trace are processed at the beginning of shift.標(biāo)準(zhǔn)：所有預(yù)訂部銷售文員上早班時要確保在早上8：30之前將所有所需報表打印完畢

3、，并及時處理當(dāng)日預(yù)訂和跟蹤報表。Procedures:1. Access through the associate entrance.2. Finish breakfast, change to clean uniform and shoes before accessing the office.3. Turn on all terminals and printers and check that all equipment and facilities are in proper status. Contact departments concerned for any irregul

4、arities immediately and record details in the logbook.4. Check in-tray folder and process any urgent reservation forms in PMS at once.5. Print necessary reports as scheduled for Director of Sales and Marketing and Reservation Manager. (Refer to Report S & P) 6. Check no-show report and find out the

5、reason for all the no-show reservations. For no-shows from top 20 accounts or VIP guests, inform the respective Sales manager for following up. If booking is guaranteed, inform Reservation Manager to process no-show charge.7. Check same day trace; resolve top urgent cases first followed by the rest.

6、 If content should be handled by another associate, transfer the trace to the associates concerned.8. In the event of having day off the day, before review the logbook and be aware of new information and procedures. 9. Handle daily tasks and operations as the shift dictates, such as handling telepho

7、ne calls and inquiries etc.程序：1. 在員工入口處打卡進(jìn)入酒店。2. 在進(jìn)入辦公室之前用完早餐，換好干凈的工服和鞋。3. 打開所有電腦，打印機(jī)，觀察所有設(shè)施是否在正常工作狀態(tài)，如發(fā)現(xiàn)設(shè)施有發(fā)生不正常情況，要及時通知相關(guān)部門并在交班本上作記錄。4. 查看預(yù)訂夾子內(nèi)是否有緊急的預(yù)訂和需要處理的事宜，如有緊急預(yù)訂要及時輸入電腦。5. 為營銷總監(jiān)和預(yù)訂部經(jīng)理打印所需報表。6. 查看預(yù)訂未到報表,如果預(yù)訂屬于酒店前20名最大客戶之一或是酒店重要客人，要通知負(fù)責(zé)此客戶的銷售經(jīng)理進(jìn)行跟蹤服務(wù)，如預(yù)訂屬 于擔(dān)保預(yù)訂要通知預(yù)訂部經(jīng)理是否需要收取預(yù)訂未到費(fèi)用。7. 查看跟蹤報表，發(fā)現(xiàn)緊急事情要立即解決，如果此事宜需其他同事完成，則要將此事通知同事。8. 如果前