酒店前台管理文件.docx

酒店前台管理文件.docx

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酒店前台管理文件

Overview概述

TheReservationsDepartmentisusuallythefirstpointofcontactbetweenperspectiveclientsandtheHotel,thustheresponsibilityforcreatingtheallimportantfallstoallReservationspersonnel.

预订部通常是透视顾客和酒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.

ThetelephoneskillsandsalesabilityofReservationspersonnelthereforeplayavitalroleinformingpositiveperceptionsoftheHotelandcompanyamongstpotentialclientsaswellasreinforcingHotelNovotel’shighstandardsandexistingclients.

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.

PrimaryFunction主要职责

TheReservationsDepartmentistoacceptandprocessallreservationsandrequests,controlroomandrateavailability,operateandupdatetheguesthistoryandmaximiseroomsalesthrougheffectiveuseofratecontrols,upsellingandyieldmanagement（onceavailableonthepropertymanagementsystem）.

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）.

TheReservationsDepartmentisalsoasalesdepartmentinitsownright,sellinghotelroomsandservices.

预订部也是一个销售部,销售酒店的房间和服务.

MissionandGoal任务和目标

TheReservationsDepartmentistopromptlyhandlealltelephonereservationrequestsandesquiresandtoefficientlyandaccuratelyprocessallreservations,inaccordancewiththeestablishedstandardsandprocedures,ensuringcustomersatisfactionandmaximumrevenuesfortheHotel.Inaddition,theReservationsDepartmentmustmaintainagoodworkingrelationshipwithotherdepartmentswithintheHotelandprovidesamewithoccupancyforecasts,reportsandstatisticaldata.

预订部要准确地处理电话预订和询问,并且要有效正确地处理所有预订.在建立标准和程序的同时,要确保客人最大的满足和酒店的最大收入.预订部必须在酒店内同其他部门保持良好的工作关系,并且向他们提供开房率预测,报告和统计数据.

System电脑系统

AdvanceDepositAdviseguestthatanadvancedepositwillberequiredifguestwishtosettletheaccountbycash.

预付押金如果客人是用现金付帐,就提醒客人需要预付押金.

Advisecompanysecretarytofaxoverthebillingletterifshewishtohavechargestobebornbythecompany.

如果由公司付帐就提醒公司的秘书将有关付款说明传真给酒店.

AdviseTravelAgentofTourGroups,ifTravelAgentispayingforthesaidchargesincurredbygroup.

如果是旅行社付费,就提醒旅行社所应为团队客人承担的费用

ConfirmationInformedcallerthatreservationisconfirmedonthedatebookedbutourcut-offtimewillbe6pm.

确认告知打电话预订的人,预订保留的时间是下午6:

00.

OverbookingIfforecastedanoverbookingsituation,theReservationManagerwillhavetoassignastafftocontactallthearrivalsforthatday,oneday.Inadvance,toreconfirmtheirtimeofarrivals.

超额预订如果预测到会有超额预订的情况,预订部主管就要分配一名员工负责联系那天预抵的客人,以便确认他们抵达时间,至少要提前一天通知.

Alsotogetguest/secretarytofaxthehoteltoguaranteethereservationwiththehotel

还要通知客人/秘书给酒店发传真确认在酒店所作的预订.

FrontOfficeManagerhavetobearoundtoensurethatsituationisundercontrol.

前厅部经理要确保能够控制超额预订的情况.

IndividualBusinessCorporateguestFITsor“Walkins”

商务散客合同客人,无预订散客

GroupBusinessCorporateclientswhoreservedmorethan5rooms.

团队至少预订5间房的合同客户

SeriesbookingwithTourAgents.

旅行社的系列预订.

Conventionbooking.

会议预订

DiscountsNodiscountsareallowedwithouttheapprovalofthefollowingperson:

折扣所有的折扣要经过以下人员批准:

FrontOfficeManager前厅部经理

AssistantManager大堂付理

Sales销售部

GM总经理

CreditCreditfacilitieshavetorefertoCreditManagerifcompanyorguestdonothaveanexistingcreditfacilitiesaccountwithus.

信用如果客人或者公司和我们没有信贷关系,所有的信贷问题要交由信用部经理处理.

VIPservices/amenitiesAllguestwhotakesasuiteroomswillautomaticallyhaveVIPservicesandAmenities.

重要客人的服务/礼物所有入住套间的客人都要按重要客人的接待标准接待.

IfguestweregivenVIPtreatment,ithavetohavetheapprovalbythe:

如果客人要按重要客人的接待标准接待,就要经过以下人员认可:

GM总经理

DOS销售总监

FOM前厅部经理

GuestHistoryItrecordsthenumberofvisits,totalofroomnightsandguestpersonalparticularsthathavestayedwiththehotel.

客史档案记录有来访的次数,总的房晚数和客人的爱好.

StaffingReservationManager

人员预订部主管

Reservationists

预订员

JobFunctionMakingreservationforrooms

工作职责接受房间预订

Re-confirmingreservationforrooms,packages

确认房间预订,套价

Ensurethatallbookingsarekeyedintothesystemandfollowedup.

确保所有的预订输入电脑系统并落实.

Standard标准

AllReservationspersonnelmustbefamiliarwiththeHotel’sservicesandfacilitiesandtheirhoursofoperation.Reservationistsmustalwaysbefamiliarwithlocalentertainmentattractionsandmajorpointsofinterest.Allsuchinformationshouldbekeptinareferenceguideandweeklyupdatedwitheasyaccessforallreservationspersonnel.

所有的预订员必须熟悉酒店的服务和设施以及它们的营业时间.预订员要熟悉当地有吸引力的娱乐场所和主要的景点.所有这些信息都应被保存在参考指南上,每周更新以方便预订员的工作.

Procedure程序

ReviewandmemorizeallHotelservicesandfacilities.Payparticularattentiontothehoursofoperationofallfacilitieswhicharenotavailable24hoursaday.

复习并记忆所有的酒店服务项目和设施.要特别注意哪些不是24小时全天营业的设施.

Befamiliarwithmajorattractionsandpointsofinterestintheareaandalwaysgiveaccurateandcurrentinformation.

熟悉本地区主要的有吸引力的事情和景点.要始终给客人正确的和恰当的信息.

Maintainareferenceguideonlocalentertainmentattractionsandplacesofinterest.Updatethisreferenceguideonaregularbasis.

保存一本当地有吸引力的娱乐场所和景点的参考指南.在常规的基础上对参考指南进行更改.

Standard标准

AllReservationspersonnelmustbefamiliarwithallroomratesandtheiravailability.Ratesaretobeaccuratelyquotedforallreservationsandesquires.Rateconfidentialitymustbemaintained.

专业的预订员必须熟悉所有房间的价格以及是否可以提供.对所有的预订要准确报价.保密房价不能对外泄漏.

Procedure程序

ReviewandmemorizeTheGrandCityHotelratestructuresheet.

复习和记忆华丽城酒店的价格结构表.

Noteandbefamiliarwithspecialratesinthecomputersystem.

熟悉电脑系统中的特殊价格.

Ensureratesquotedareaccurate.

确认报价是准确的.

Quoteratefromhightolow,pausingbetweeneachrate,therebyencouragingthecallertoaskquestionsand/oraccepthigherrates.

报价从高到低,在每次报价时要停顿,以便打电话的人可以有时间询问或者接受较高的价格.

Reviewandmemorizepackageratesandbenefitsincludedineachpackageorspecialoffer.

复习并记忆套价,以及每个套价中所包含的内容或者特别价格.

Maintainconfidentialityofallcontracted,corporate,airline,travelagentandcrewrates.

所有的合同协议价,公司协议价,航空公司协价,旅行社协议价和同行价要保密.

Standard标准

AllReservationspersonnelmustbeabletoquoteallRoomTypesandmatchtheseRoomTypestoindividualguestrequirements.

所有的专业预订员必须熟知所有的房间类型.根据不同客人的需要分配相应种类的房间.

Procedure程序

ReviewandmemorizeRoomTypelist.

检查并记忆房间种类.

ShowunderstandingofthebenefitsofeachRoomType.

清楚每个房间的类型.

MatchRoomtypetoindividualneedsofguest.

根据客人的不同需要分配相应的房间.

Standard标准

AllReservationsmustbeabletoidentifytheSourceofBusinesswithinamarketsegmentandquotetheapplicableBusinessCode.

所有预订员必须能够识别在一个市场区域和所引用的商务码之内的原始商务资料.

Procedure程序

ReviewandmemorizeallSourceofBusinessCodesforeasydirectentryontoeachreservation.

复习和记忆所有的商务码原始资料以便可以容易地进入每一个预订.

ShowunderstandingofthelinkbetweenSourceofBusinessCodesandMarketCodes.

明白商务码原始资料和市场码的联系.

Standard标准

Reservationists,whenrespondingtoareservationinquiry,oracceptingareservation,upsellbymakingthecaller/guestawareofthefeaturesandbenefitsofguestrooms&suitesinthevariousratecategories;ratesarealwaysquotedfromhightolowandcallersaregiventheopportunitytomrespondand/oraskquestions.Reservationistsactassalesagentsbyencouragingcallerstoreserveroomsthatbestmeettheirneeds,whilstattemptingtomaximizehotelroomrevenuesandyield.

预订员在回复客人的预订询问时,或者接受预订时,要向客人介绍不同种类的房间的特色和优点,房价,种类.报价应当由高到低,给客人机会答复/或者提问题.预订员就象旅行社的销售员,鼓励客人预订他们需要的最好的房间.同时获取最大的房间收入和投资收益.

Procedure程序

Befamiliarwiththefeaturesandbenefitsofalltheguestroomsandsuites,andallratesapplicabletoeachroomtype.

熟悉所有房间的特色和优点,以及每一种类的房间价格.

Quoteratesfromhightolow;pausebetweeneachratecategorytogivethecalleranopportunitytorespond.

报价由高到低,在每一种类的房价中间要停顿以便给打电话的人回答的机会.

Explainthefeaturesandbenefitsofeachratecategorytothecaller;thishelpsthecallerunderstandthevalueofeachratecategory.

向打电话的人介绍每一种类房间的价格,特色以及优点.

Listentothecallerandsuggesttheroomtypethatbestmeetstheirrequirements.Hereyoushouldemphasisthefeaturesandbenefitsofthespecificroomtypeandnotdwellontherate.

听清打电话人所讲的,建议给他们最接近所要求的房间种类.此时你应该重点介绍房间的特色和优点

并且不要细述房价.

Standard标准

GuestcanbeupgradedtoahigherroomcategoryastheresultofadirectrequestfromtheGeneralManager,ResidentManager,DirectorofSales,andFrontOfficeManager.RequestsforupgradesfromtheCorporateOfficeandtheowningcompanywillbechanneledviatheofficeoftheGeneralManager.

客人提高等级住在等级较高的房间,这种需要直接向总经理,房务总监,销售总监,前厅部经理要求.低价住房的要求需要通过公司办公室,如果是个体公司,需要直接通过公司总经理进行预订.

Procedure程序

Onreceiptofanupgraderequestfromanauthorizedperson,thereservationistsmustchangetheroomtypeonthereservationinthecomputersystem.

接受提高等级住房要求,要有人进行确认,预订员必须在电脑系统中更改预订的房间种类.

TheReservationistsmustenterintothefieldofthecomputerthefollowinginformation:

预订员必须要进入电脑系统中的以下栏目:

Theroomtypeoftheoriginalreservation.

原始预订的房间

Thepersonwhoauthorizedtheupgradeandwhy

有谁确认低价住房，为什么。

Completetheamendmentformandattachoriginalcorrespondencetothisform.

修改预订,并将它于相符的原始预订附在一起.

Filetheupgradedreservationform.

将提高等级的住房预订表存入文件中.

Standard标准

EveryweektheReservationsDepartmentmustproduceaGroupMealForecastcoveringthenext10days.GroupMealVouchersmustbeissuedtoallgroupmemberswhohavebookedbreakfast.ItisvitalthatahighlevelofcommunicationbemaintainedbetweentheReservationsandFoodandBeverageDepartmentensuringtheexcellentserviceofallgroupmeals.

每个星期预订部必须向餐饮部提供10日团队用餐预测.要为所有预订早餐的团队成员分发团队用餐卡.预订部和餐饮部之间保持良好的沟通在保证团队用餐的优质服务中非常重要.

Procedure程序

TheGroupMealForecastmustbeissuedeveryday,nolaterthanTuesdayforeachweekandmustincludeallgrouparrivalsforthe10daysfollowingissuedate.

团队用餐预测必须每日分发,每星期不晚于星期二并且必须包括以后所有10日的团队预抵日期.

Beforeissuin