酒店前厅部预订管理程序手册-SP-RM-RES-D170 Overbooking (v)超额预订

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: Zhang LeiDate: 总经理批准：日期：Task: Overbooking Code: RM-RES-D170任务：超额预订序号： RM-RES-D170Standard:To maximize hotel room revenue, the Hotel accepts bookings where total number of room reserved exceeds the total inventory to allow no-shows, late cancellation and unexpected early departuresThe permissible

3、number of rooms to allow overbooking will be dependant on historical factors in no-shows, late cancellation and unexpected early departures. This guideline will be determined jointly by the Front Office Manager and the Reservation Sales Manager. Only Shift Leaders are permitted to override the reser

4、vation system to overbook with prior approval from the Reservation Sales Manager.标准： 为 了 使 饭 店 利 润 最 大 化 ，基于存在 预订未到， 迟取消和提早 离开的情形， 酒店会在“无 保 证 预 订 ”的条件下允许已经超过酒 店基本房数的预订。超 预 订 的 房 间数量将根据预订未到，取消和不可预计的提前离开 等数据并由前厅经理和预订部经理联合决定。只有预订部主管在得到预订部经理同意的前提下才能超卖房间。Procedures:During the Sales & Marketing Meeting, t

5、he Front Office Manager and the Reservation Sales Manager will advise the number of rooms that may be overbooked for any particular date.Once it is agreed upon and endorsed by the Director of Sales & Marketing, all Sales associates including Reservation Sales associates will be advised.The Director

6、of Sales & Marketing will inform the General Manager and the Excom in the following mornings Excom Briefing.Suites and apartments will not be overbooked at any time.Where the hotel availability indicates that :There are 0 rooms available, orRooms are overbooked to the limit pre-determined, the Reser

7、vation Sales associate will refer the enquiry or reservation to the Shift LeaderIf further overbooking is not permissible, refer to the procedure Rechecking Availability and offer the caller alternative room type or offer to put onto waitlist.程序：在销售会议上，前台经理和预订部经理要通知在某一日期超额预订的房间数量。一旦这个数量得到营销总监的批准，要通知所有销售部员工及预订销售文员。市场营销总监要在第二天的晨会通知这一情况。套 房 和 公 寓 房 在 任 何 时 候 都 不 能 被 超 预 订 。 当 酒 店 可 用 房 数 指 示 如 下 信 息 时 预 订 销售文员 将 接 转 问 询 或 预 订 的 电 话 至 主 管 处 。 可 卖 房 数 显 示 为 “ 0” 房 间 已 超 预 订 超额 的 限 度 如 果 不 能 接 受 预 订 ，