酒店前廳部預訂管理程序手冊-SP-RM-RES-S010 Knowledge of Contacts (v)電話交流知識

1、國際酒店前廳預訂管理手冊International Hotel Front Office reservation management manual酒店管理之家國際酒店預訂操作程序手冊Operating procedures manual for international hotel reservationStandard & Procedure國際酒店管理程序標準操作程序手冊SOPPosition: Reservations Sales Agent職位：預訂部銷售文員Department:Front Office/ Reservation 部門：前廳部/預訂部部門經(jīng)理：GM Approva

2、l: Date: 總經(jīng)理批準：日期：Task: Knowledge of Contacts Code: RM-RES-S010任務：電話交流知識序號： RM-RES-S010Standard:Reservation Sales associates will provide caller with telephone and fax numbers of other and other hotels worldwide, and be able to transfer calls immediately to other departments or associates if require

3、d. Onward bookings will be offered and made for guests at and hotels throughout the world.標準：預訂部銷售文員將為電話詢問者提供其他喜來登和飯店的聯(lián)系電話和傳真號碼，并能立即轉(zhuǎn)接所需的飯店消費場所的電話。為客人提供在世界喜各地的來登和酒店作預訂的服務。Procedures:An up to date directory of and hotels throughout China and overseas will be easily accessible at each reservation cons

4、ole for reference and in the Opera telephone book. (Access Shift/F7)When a guest enquire about other properties or locations, the Reservation Sales associate will immediately offer to provide the number by saying: “Sir/Madam, would you like to have the telephone or fax number of Suzhou?”If the guest

5、 is in-house and require onward travel arrangements, the Reservation Sales associate will offer to contact the required property, check availability and make a booking if required.If a guest requires accommodation in a location that has both a Westin and a property, they will be advised of both with

6、 the option left to the guest.Refer to the list, and ensure number is provided accurately to the caller, including applicable area codes.A list of internal telephone numbers will be clearly displayed at each reservation console to assist transfer of calls to other departments or associates when nece

7、ssary.程序：1.在每一個預訂工作區(qū)域和在Opera電話本中(進入Shift+F7)應有一份國內(nèi)和海外喜來登和的最新電話及傳真號碼表。2.當一客人詢問關于其他酒店的信息和位置時，預訂部銷售文員應立即為他們提供所需的信息，可以這樣說：“先生，您需要要蘇州喜來登飯店的電話或傳真嗎？”3.如果這個客人是住店客人并希望我們?yōu)槠浒才怕眯袝r，預訂部銷售文員應與客人所需的喜來登或飯店聯(lián)系,并詢問是否有空房供出租并為客人做預訂。4.如果客人要去的城市既有喜來登飯店又有Westin飯店的話，預訂部銷售文員要將這種情況告知客人，讓客人作出選擇。5.參照電話號碼表，確保為客人提供的電話號碼準確無誤(包括區(qū)號是否準