酒店预订管理程序手册-SP-RM-RES-A010 Morning Shift Prodedure (v)早班程序

1、国际酒店前厅预订管理手册International Hotel Front Office reservation management manual国际酒店预订操作程序手册Operating procedures manual for international hotel reservationStandard & Procedure国际酒店管理程序标准操作程序手册SOPPosition: Reservations Sales Agent职位：预订部文员Department:Front Office/ Reservation 部门：前厅部/预订部部门经理：GM Approval: Zhang

2、 LeiDate: 总经理批准：日期：Task: Morning Shift ProcedureCode: RM-RES-A010任务：早班程序序号：RM-RES-A010Standard: Reservation Sales associates will be responsible to ensure all reports are prepared by 8:30am and all same day booking/trace are processed at the beginning of shift.标准：所有预订部销售文员上早班时要确保在早上8：30之前将所有所需报表打印完毕

3、，并及时处理当日预订和跟踪报表。Procedures:1. Access through the associate entrance.2. Finish breakfast, change to clean uniform and shoes before accessing the office.3. Turn on all terminals and printers and check that all equipment and facilities are in proper status. Contact departments concerned for any irregul

4、arities immediately and record details in the logbook.4. Check in-tray folder and process any urgent reservation forms in PMS at once.5. Print necessary reports as scheduled for Director of Sales and Marketing and Reservation Manager. (Refer to Report S & P) 6. Check no-show report and find out the

5、reason for all the no-show reservations. For no-shows from top 20 accounts or VIP guests, inform the respective Sales manager for following up. If booking is guaranteed, inform Reservation Manager to process no-show charge.7. Check same day trace; resolve top urgent cases first followed by the rest.

6、 If content should be handled by another associate, transfer the trace to the associates concerned.8. In the event of having day off the day, before review the logbook and be aware of new information and procedures. 9. Handle daily tasks and operations as the shift dictates, such as handling telepho

7、ne calls and inquiries etc.程序：1. 在员工入口处打卡进入酒店。2. 在进入办公室之前用完早餐，换好干净的工服和鞋。3. 打开所有电脑，打印机，观察所有设施是否在正常工作状态，如发现设施有发生不正常情况，要及时通知相关部门并在交班本上作记录。4. 查看预订夹子内是否有紧急的预订和需要处理的事宜，如有紧急预订要及时输入电脑。5. 为营销总监和预订部经理打印所需报表。6. 查看预订未到报表,如果预订属于酒店前20名最大客户之一或是酒店重要客人，要通知负责此客户的销售经理进行跟踪服务，如预订属 于担保预订要通知预订部经理是否需要收取预订未到费用。7. 查看跟踪报表，发现紧急事情要立即解决，如果此事宜需其他同事完成，则要将此事通知同事。8. 如果前