精品酒店资料集Reservation

Overview 概述The Reservations Department is usually the first point of contact between perspective clients and the Hotel, thus the responsibility for creating the all important falls to all Reservations personnel. 预订部通常是透视顾客和饭店之间的第一个联系点. 这样就要求所有的预订人员有高度的责任心 . The telephone skills and sales ability of Reservations personnel therefore play a vital role in forming positive perceptions of the Hotel and company amongst potential clients as well as reinforcing Hotel Novotel’s high standards and existing clients. 因此预订人员的电话技巧和销售能力在公司和客人之间扮演一个非常重要的角色. Primary Function主要职责The Reservations Department is to accept and process all reservations and requests, control room and rate availability, operate and update the guest history and maximise room sales through effective use of rate controls, upselling and yield management (once available on the property management system). 预订部接受并处理所有的预订要求, 控制房间和房价 , 建立和更改客史资料 , 运用有效的房价控制尽可能多销售房间, 高价售房和获得更多的管理效益( 要及时地输入在管理系统上 ). The Reservations Department is also a sales department in its own right, selling hotel rooms and services. 预订部也是一个销售部 , 销售饭店的房间和服务 . Mission and Goal任务和目标The Reservations Department is to promptly handle all telephone reservation requests and esquires and to efficiently and accurately process all reservations, in accordance with the established standards and procedures, ensuring customer satisfaction and maximum revenues for the Hotel. In addition, the Reservations Department must maintain a good working relationship with other departments within the Hotel and provide same with occupancy forecasts, reports and statistical data. 预订...