酒店前台管理文件

GRANDCITYHOTEL华丽城酒店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.GRANDCITYHOTEL华丽城酒店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GRANDCITYHOTEL华丽城酒店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.GRANDCITYHOTEL华丽城酒店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.GRANDCITYHOTEL华丽城酒店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