五星级酒店GRO服务程序模板

下载后可任意编辑五星级酒店 GRO 服务程序模板1下载后可任意编辑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。 Procedures: 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 2下载后可任意编辑§ 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 safeguardin...