酒店预订管理程序手册-SP-RM-RES-P060 Product Knowledge (v)产品知识

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：预订部销售文员Department:Front Office/ Reservation 部门：前厅部/预订部部门经理：GM Approval: Zha

2、ng LeiDate: 总经理批准：日期：Task: Product Knowledge Code: RM-RES-P060任务：产品知识序号： RM-RES-K060Standard: Reservation Sales associates will promote the Hotel and its facilities by introducing the Hotel and its facilities over the telephone and professionally describe hotel facilities to telephone inquires.标准：预订

3、部销售文员须在接到关于酒店设施的咨询时能够专业的描述酒店设施。Procedures: 1. Reservation Sales associates will familiarize themselves with policies and procedures on “Hotel Facilities”.2. Reservation Sales associates will visit the hotel from time to time and be knowledgeable of the overall facilities that are available to guests

4、 and patrons.3. Reservation Sales associates may stay overnight at the hotel to familiarize themselves with the accommodation standards and facilities.4. The Reservation Sales associate will keep a complete “Hotel Profile” binder on each desk. Reservation Sales associates will study all information

5、thoroughly and be able to introduce the Hotel over the telephone.5. A copy of the guestroom compendium will be accessible in the Reservation Sales office. Reservation Sales associates will study all information thoroughly.6. The Director of Sales & Marketing will from time to time review the level o

6、f Hotel knowledge with individual Reservation Sales associate.7. Reservation Sales associates will practice the correct terminology and standard phraseology for room sales and promote Food and Beverage business.8. English classes will be organized for Reservation Sales associates frequently.程序：1. 预订部销售文员应对酒店各种设施和程序熟悉，理解。2. 预订部销售文员应不时参观酒店以对所用客用设施有全面熟悉的理解。3. 在条件允许的情况下预订部销售文员可以进行试住，这样可以对房间及设施有更直接的了解。4. 每一个预订部销售文员都会有一个酒店档案夹，并随时进行学习，在接到关于酒店设施咨询时能进行详细完整的解释。5. 每一位预订部销售文员都会有酒店的房间设施图，并随时学习。6. 营销总监会不时地检查预订部销售文员对酒店信息及设施了解的程度。7. 预订部销售文员要熟记酒店销售