Policy &ProcedureREF NO：FD6EFFECTIVE DATE:APRIL 1,2005NO.PAGES：1-5SUBJECT：Make a ReservationPREPARED BY ： Annie Cai APPROVE BY：Elsie Feng(FOM)Actuality of reservation is very important, it can help to control room inventory, and also affect guest’s checking in experience. When Front Desk Agent makes a reservation for guest, the following procedure should be done.预订的正确性十分重要，它有助于控制酒店房间，野营乡到客人入住经理。日前台员工为客人做预定，应例行如下：1.Telephone was answered within 3rings. 三声内接听电话.2. Greet guest.“Good eveing, Front Desk, this is XXX, how can I help you?” 问候客人:”晚上还,这是前台,我是 XXX,请问有什么能帮到您?”3.Confirm checking in and checkout date. Check room inventory. 确认入住及退房日期.查看房情.Guest: “I want to make a reservation.”客人：：“我想作一个预订。”Staff：“How may I address you ，sir?”员工：“我怎样称呼您呢，先生？“Guest；“This is Steven Brown.’客人：“我是 STEVEN BROWN。“Staff：“Mr. .Brown, are you our Priority Club member?”员工：“BROWN 先生，请问您是我们酒店优选俱乐部会员吗？”Staff：“Did you stay in our hotel before? And may I have you checking in and checkout date.”员工：“以前有住过我们酒店吗？请问何时入住和退房？”（ Ask whether guest is return guest, in order to find out which price has been offered before and also guest’s preference.）(看客人是否有客史，根据客史资料找出以前提供的房价，以及客人的喜好。)Guest：“ Check in on XXX and check out on XXX。”客人：“我将在 XXX 入住，在 XXX 退房。”（Front Desk Agent must listen carefully about checking in and checkout date.Then check room inventory properly.）(前台员工需仔细聆听入住时间，退房时间。查看房性。)If no room available,如果没有房间Staff:“Sorry, Mr.brown hotel is fully booked on XXX.Would you like me to put your reservation in waiting list or woul...
