酒店前厅部预订管理程序手册-SP-RM-RES-D020 Checking Availability (v)查看可卖房

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：GM Approval: Zhan

2、g LeiDate: 28 September 2004总经理批准：日期：2004年9月28日Task: Checking Availability Code: RM-RES-D020任务：查看可卖房序号： RM-RES-D020Standard:Reservation Sales associates will accept room bookings subject to verification of room inventory and availability status.Reservation Sales associates will accurately check the

3、availability for the room type and period of stay requested by the inquirer. When number of rooms or specific room types requested are not available, the Reservation Sales associate will offer alternatives and options basing on availability to promote the booking.标准：1. 预订部销售文员应在查看酒店可卖房之后与客人确认预订。预订部销

4、售文员应按照客人所要求的房间类型及入住日期查看是否有此类型房间，当客人所要求的房型我们已没有时，基于我们的可卖房向客人推荐其他选择，并想办法促销房间。Procedures:When an enquiry is received, the Reservation Sales associate will determine:Room type Arrival dateNumber of room nightsSmoking or non-smoking room requestImmediately access the Detailed Availability Screen in Opera

5、 (Ctrl + F2). Enter the arrival date, room type and the number of nights requested by the guest. To display all room types, leave “Room Type Group” field blank.To display all room type availability Screen will provide information for a 7-day period from the date entered, including number of rooms of

6、 each type available per night.When the room type requested by the guest is not available for the date specified (including the approved overbooking level), check availability to determine which types are available, and advise the guest accordingly.e.g. “Unfortunately, we currently have no Superior

7、Room/King Bed Room available for arrival on the 17th of October, however we do have a Deluxe Room/Twin Bed Room available. May I confirm you a Deluxe Room/Twin Bed Room for an extra 10 dollars or waitlist you for a Superior Room/King Bed Room.”If the room type requested is available, SELL the room i

8、mmediately by sayinge.g. “Sir/Madam, we do have a King Bed Room available for arrival on the 17th of October. May I book that for you please?”Where rooms or specific room types are not available for the date required, the Reservation Sales associate will:Offer alternative room types available for th

9、at periodOffer to book an alternative room type and waitlist for the requested room typeOffer to book the room type requested for an alternative dateOffer to waitlist for the room type for the period requested程序：当接到客人预订的要求时， 预订部销售文员应确认以下内容：所需房型抵达日期房晚数吸烟房还是不吸烟房立即进入电脑中详细可卖房屏幕(Control + F2), 输入房型，抵达日期和房晚数，即可找到所需房型，如欲查看所有房型，在房型栏内不输入任何东西即可。如房型，日期和房晚皆不输入，你会看到输入日期起7天的所有房型的可卖房情形，包括可看到每天每种房型的剩余数量。当客人所需房型在预订日期已没有时，查看哪种房型可卖并通知客人。可以这样说:“真是很遗憾，我们10月17日已没有高级房，但是我们那日还有豪华房，只需加10, 您看您愿意选择订华房 呢还是让我们把您 放在等候名单上.”如所预订房间可卖则可以这样说:“某某先生、小姐我们10月17日有您需要的高级房，我现在可以为您订房吗