酒店前厅部预订管理程序手册-SP-RM-RES-D011 SPG Recognition (v)会员识别标准

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SOPDepartment:Front Office/ Reservation 部门：前厅部/预订部部门经理：GM Approval: Zhang LeiDate: 总经理批准：日期：Department:Front

2、Office/ Reservation 部门：前厅部/预订部部门经理：Task: RecognitionCode: RM-RES-D011任务：会员识别标准序号： RM-RES-D011Standard: members are to be identified and given recognition by Reservation sales agents who will handle telephone calls by following S.G.S.S. standards.All telephone calls will be responded within 3 rings,

3、in an audible, suitable, clear and professional manner.Reservation lines will be attended at all times between 8:00am and 7:00pm. Every incoming call from members should be recognized. Ensure every members benefits are arranged prior to arrival according to different levels.标准：预订部销售文员要按照福朋喜来登宾客满意计划标

4、准来接听每一个电话：所有电话应在三声内以音量适宜，速度适当，清晰，专业的方式接听。预订部在从早上8：00至晚上7：00都会有人接听电话。确保与每个打进电话的客人确认是否是优先顾客计划会员,以保证在客人到达之前按照客人的会员级别作好相应准备。Procedures: Ask the caller if he/she is a member of the Preferred Guest program.Ask for the callers member number (note the callers membership level). Enter this number into the “

5、Number” field; reconfirm the callers address, credit card information, and all preferences.Enter the VIP Code 3( guest) in guest profile.Record the members Preferred Guest number, including the leading character: A= PreferredC= Corporate PreferredG= Gold PreferredP= Platinum PreferredV= VIP level If

6、 the guest is a member, recognize membership level and preferences: “ Oh, Mr. Jones, I see that you are a Gold Preferred member with a preference for non-smoking room with a king-size bed.”Update members profile if necessary, including any changes to preferences and address information.Ensure the pr

7、eferred room type is booked and all details of the reservation are entered correctly. 程序：询问客人是否是优先客人俱乐部成员。询问客人的号码（注意客人的会员级别，将号码输入电脑中客人档案中的处，与客人确认地址，信用卡信息及其喜好是否有所化。在客人档案中输入VIP代码3代表客人是优先顾客计划会员。记录优先顾客计划会员的号码，其第一个字母的含义如下：A 首选客人C 公司首选G 金卡首选P 白金首选V 贵宾首选如果客人是优先顾客计划会员, 应与客人确认其级别和喜好，如:“噢，约翰先生，我看到您是我们优先顾客计划的金卡首选会员，您喜欢不吸烟房和大床的房型。需要的