酒店前厅部预订管理程序手册-SP-RM-RES-S020 Toll Free Number(v)免费电话和国际长途问讯

1、国际酒店前厅预订管理手册International Hotel Front Office reservation management manual酒店管理之家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 Approva

2、l: Date: 总经理批准：日期：Task: Toll Free Numbers & International Inquiry Code: RM-RES-S020任务：免费电话和国际长途问讯序号： RM-RES-S020Standard:The toll free reservation number will be offered to International callers making reservation inquires. Reservations will be handled quickly and accurately if the call is identifie

3、d as international inquiry.标准免费预订电话号码是用以提供给国际线路上电话预订或咨询者，如果发现电话是国际长途，要尽可能准确、快速地处理预订。Procedure:If there is any delay in the reservation taking process, including checking rates etc offer to return the inquirers call.If a call is identified as an international call, ensure the reservation is taken, as

4、 quickly as possible, And all required information should be obtained.If there are any language difficulties, immediately contact the associate who can assist (Do not delay if you are in trouble understanding as the guest will become frustrated and you may lose the reservation if they hang up.)Obtai

5、n the telephone contact as early as possible, so they can be re-contacted if line barrier does exist.If an international caller has contacted reservations for room rate quotation or rate information only, at the end of the call, offer to provide the toll free number, to make future reservations.Than

6、k you for calling Hotel. We have a toll free number you can use when you are ready to make your reservation. The number is _程序：1.在预订过程中出现延迟，如要查房价等情况，则须回电给查询者。2.如确定对方是国际长途，在确保获取相关信息的同时，要尽快的接完预订。3.如有语言上的困难，立即找人协助。(千万不要因为理解上的困难而延迟)，因为客人如感到不开心挂断电话，我们便失去这个预订。4.尽早取得联系电话。这样如存在线路障碍，可再次联系客户。5.若客户打国际长途，只是想了解房间或房价，向客户提供免费电话号码以便其以后预订。谢谢