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Standard: Butlers will have basic knowledge about matters of ticketing and able to complete some basic steps in resolving them. 标准： 专职管家应有关于机票事宜的基本知识，并能够完成解决这些问题的基本步骤。 Procedu res: 1. Butlers shall be knowledgeable of type of guest requests relating to matters of air-ticketing: Reservation: To reserve/book a seat on a flight for a guest or passenger. Reconfirmation: To confirm with airline that guest is leaving on a particular day via a particular flight. Change: To change guest’s departure date, flight number/departure time. Re-route: Changing of destination. Endorsement: Changing of carrier/airline company. Refund: Can only be done by guest from place of issue or purchasing. 2. Butler shall be knowledgeable of key information indicated on air-ticket: Name of passengers Departure date/time Name of airline company Flight number Class of seats From which city to which destination Reservation status Ticket number 程序： 1. 专职管家在客人各种关机票事宜的要求上应具备足够丰富的知识： 预定：为客人或乘客在某一航班上保留/预定一个位子。 确认：与航空公司确认客人将在特定的日期经由特定的航班离开。 更改：更改客人的离开日期，航班号/离开时间。 变更旅程：变更目的地。 迁票：变更航班/航空公司。 退票：只能经由客人从出票或购票处完成。 2. 专职管家应对机票上显示的关键信息足够了解： 乘客姓名 离开日期/时间 航空公司 航班号 舱位 从哪一城市至那一目的地 预定情况 机票号 有效期 Validity period Free bag allowance Ticket restrictions 3. Butler shall always ask for second/third options from guests upon handling the requests. 4. Butlers shall take personal responsibility of safeguarding guest’s air-tickets during the request process. 5. For reference purpose, butlers shall always ask for name of airline staff who he is speaking to after they done the...