Reservations–TakingaReservation,Phone电话预订Policy制度Allreservationpersonnelandreceptionistswillbrabletotakeanaccuratereservationandrecordtheinformationprecisely.所有的预订部员工及接待员应能够正确做预订并记下所有的信息。Procedure程序1.Allcallsmustbeansweredwithintworings.所有的电话在2声内接起。2.Callstobeansweredinthisformat:电话接听标准如下：A.“Goodmorning/afternoon,Reservation(yourname)speaking.MayIhelpyou”“早上/中午好，预订部XXX。需要我帮忙吗？”B.(Afterhours).“Goodevening,FrontDesk(yourname)speaking.MayIhelpyou”.“晚上好，前台XXX。需要我帮忙吗？”3.Listeningtocallersrequestsandprovidingaccurateinformation.倾听客人要求并提供正确信息。4.Askcaller’slastnameandaddressguestbylastname.询问客人的姓名和地址，并用其姓称呼。5.Recordingdetailsona“Reservation”form.记录下所有内容在预订单上。A.Nameofguest.客人的姓名B.Datesrequested(checkavailability).住店日期（查询可卖房状况）C.Roomtypesought.房间类型D.Address.地址E.Telephonenumbercontact,FaxNo.联系电话，传真号F.Nameofpersonmakingthereservation.做预订的人G.Nameofcompany/travelagent.公司/旅行社名字H.ETA–carrierandrequiredpickupdetailswherenecessary.到达时是否需要接机及具体事项I.Methodofpayment.付账方式J.Confirmation,ie.Companycharge.确认，如：公司付账K.Specialrequirements.特殊要求6.Confirmalldetailswiththecaller.Namegivenbyreservationandguestaskedhowtheycanbehelped.与订房人确认详细的内容。将你的名字告诉客人，以便他知道如何得到帮助。7.Thankthecaller(byhis/hername)forchoosingtheSichuanHuayangGardenCityHotel.感谢来电者选择四川华洋花园城酒店和8.Ensureallreservationdetailsareenteredintothesystem.确保所有的预订细节及时输入电脑里。Reservations–CheckingAvailability检查可卖房Policy制度Allreservationspersonnelwillbeabletocheckavailabilityofroomstoensureaccuraterelayofinformation.所有预订人员应能够检查可卖房以确保能正确提供信息。Procedure程序1.Ascertainthedateandtypeofaccommodationrequired.确订订房的日期和房态。2.Select“RoomAvailability”.选择可卖房。A.Typeindate那天的房间类型B.Leavedateoutandthesystemwilldisplayavailabilityfromcurrentdateonwardsforsevendays.从现在当日电脑会显示7天内的可卖房情况。3.Ascertainroomtypeyourequireforthisperiodisavailableandsellaccordingly.查清你所要求的房态是否可以依要求卖。4.Confirmthedatesavailableorofferalternativedatesifunavailable.确认可以的日期，若不行应建议一个日期。5.Confirmtheroomtypesavailableorofferalternativeroomtype-using“upselling”techniqueandalwaysa“YesIcan”attitude.确认房间类型，若不行，用促销手段建议客人选择其他房类，并始终以“”的殷勤态度服务。6.Recordthereservationdetailsaccurately.正确记录预订内容。Reservations–Up-sellingReservation促销Policy制度Allreservationandreceptionpersonnelwillbeableto“up-sell”reservationinquiriesresultinginaconfirmedreservationatahigheraverageroomrate.所有的预订和接待的工作人员都必须具有促销的技能，以提高我们的平均房价。Procedure程序1.Allcallsmustbeansweredwithintworings.所有的电话必须在2声内接起。2.“Goodmorning,Reservations,(yourname)speaking.MayIhelpyou”.接起电话后问候并报部门姓名提供帮助。3.Using“up-selling”standards,describeroomtypesavailable.根据促销的标准，推销可卖的房间。4.Havingthoroughandcompleteproductknowledgeofallfacilitiesyouareoffering.是否对你所能提供的产品有完全的、熟练的认识。5.Offerotherservicesavailable,i.e.bottleofchampagneinroom.可说出我们特别的服务，如：房间内有瓶香槟。6.Completeallreservationdetails–confirmingdetailstoth...
