酒店前廳部預(yù)訂管理程序手冊(cè)-SP-RM-RES-D020 Checking Availability (v)查看可賣房

1、國(guó)際酒店前廳預(yù)訂管理手冊(cè)International Hotel Front Office reservation management manual酒店管理之家國(guó)際酒店預(yù)訂操作程序手冊(cè)O(shè)perating procedures manual for international hotel reservationStandard & Procedure國(guó)際酒店管理程序標(biāo)準(zhǔn)操作程序手冊(cè)SOPDepartment:Front Office/ Reservation 部門：前廳部/預(yù)訂部部門經(jīng)理：GM Approval: Zhang LeiDate: 總經(jīng)理批準(zhǔn)：日期：GM Approval: Zhan

2、g LeiDate: 28 September 2004總經(jīng)理批準(zhǔn)：日期：2004年9月28日Task: Checking Availability Code: RM-RES-D020任務(wù)：查看可賣房序號(hào)： RM-RES-D020Standard:Reservation Sales associates will accept room bookings subject to verification of room inventory and availability status.Reservation Sales associates will accurately check the

3、availability for the room type and period of stay requested by the inquirer. When number of rooms or specific room types requested are not available, the Reservation Sales associate will offer alternatives and options basing on availability to promote the booking.標(biāo)準(zhǔn)：1. 預(yù)訂部銷售文員應(yīng)在查看酒店可賣房之后與客人確認(rèn)預(yù)訂。預(yù)訂部銷

4、售文員應(yīng)按照客人所要求的房間類型及入住日期查看是否有此類型房間，當(dāng)客人所要求的房型我們已沒(méi)有時(shí)，基于我們的可賣房向客人推薦其他選擇，并想辦法促銷房間。Procedures:When an enquiry is received, the Reservation Sales associate will determine:Room type Arrival dateNumber of room nightsSmoking or non-smoking room requestImmediately access the Detailed Availability Screen in Opera

5、 (Ctrl + F2). Enter the arrival date, room type and the number of nights requested by the guest. To display all room types, leave “Room Type Group” field blank.To display all room type availability Screen will provide information for a 7-day period from the date entered, including number of rooms of

6、 each type available per night.When the room type requested by the guest is not available for the date specified (including the approved overbooking level), check availability to determine which types are available, and advise the guest accordingly.e.g. “Unfortunately, we currently have no Superior

7、Room/King Bed Room available for arrival on the 17th of October, however we do have a Deluxe Room/Twin Bed Room available. May I confirm you a Deluxe Room/Twin Bed Room for an extra 10 dollars or waitlist you for a Superior Room/King Bed Room.”If the room type requested is available, SELL the room i

8、mmediately by sayinge.g. “Sir/Madam, we do have a King Bed Room available for arrival on the 17th of October. May I book that for you please?”Where rooms or specific room types are not available for the date required, the Reservation Sales associate will:Offer alternative room types available for th

9、at periodOffer to book an alternative room type and waitlist for the requested room typeOffer to book the room type requested for an alternative dateOffer to waitlist for the room type for the period requested程序：當(dāng)接到客人預(yù)訂的要求時(shí)， 預(yù)訂部銷售文員應(yīng)確認(rèn)以下內(nèi)容：所需房型抵達(dá)日期房晚數(shù)吸煙房還是不吸煙房立即進(jìn)入電腦中詳細(xì)可賣房屏幕(Control + F2), 輸入房型，抵達(dá)日期和房晚數(shù)，即可找到所需房型，如欲查看所有房型，在房型欄內(nèi)不輸入任何東西即可。如房型，日期和房晚皆不輸入，你會(huì)看到輸入日期起7天的所有房型的可賣房情形，包括可看到每天每種房型的剩余數(shù)量。當(dāng)客人所需房型在預(yù)訂日期已沒(méi)有時(shí)，查看哪種房型可賣并通知客人。可以這樣說(shuō):“真是很遺憾，我們10月17日已沒(méi)有高級(jí)房，但是我們那日還有豪華房，只需加10, 您看您愿意選擇訂華房 呢還是讓我們把您 放在等候名單上.”如所預(yù)訂房間可賣則可以這樣說(shuō):“某某先生、小姐我們10月17日有您需要的高級(jí)房，我現(xiàn)在可以為您訂房嗎