《索菲特酒店预定操作流程》

1、Reservation 预定1.0GREETING 问候Phone answered within 3 rings 铃响3声内须有应答What: Number of rings before the incoming call is answered内容：来电应答前的铃响次数How: Incoming call to be answered within 3 rings by the switchboard operator or answering machine. 方法：来电须在铃响3声内由总机接起或有自动机器的应答声When: From the time the caller is co

2、nnected to the hotel telephone exchange.时间：从来电者的 接通酒店总机起Why: Waiting time on the telephone forms part of the customers first impression of the hotel原因： 的等候时间是顾客对酒店第一印象的组成局部Exceptions: None.例外：无Switchboard operator offered greeting 总机接线员的问候What: Offers the appropriate greeting according to the time o

3、f day内容：根据每天的时间给出恰当的问候How: Greeting must include a salutation (Good Morning/Afternoon/Evening), the hotel name & the operators name and offer of assistance. All elements must be present in the greeting.方法：问候须包括打招呼早上好/下午好/晚上好，酒店名称，接线员的名字和提供的帮助。根本要点为问候须用现在时Example of greeting: 问候举例：“Good Morning, Sofi

4、tel Y, John Speaking早上好，索菲特 Y，我是约翰Examples to offer assistance 提供帮助的例子： “How may I help you?“请问有什么我能帮到您的吗？ “How can I direct your call?“请问我能帮您转去哪里？When: At the beginning of the call the switchboard operator should be the first to speak.时间：通话开始之际- 总机接线员须先应答Why: The greeting sets the tone for the call

5、. Mentioning the hotel name reassures the guest they have called the correct hotel. Offering a name gives a personal touch. 原因：问候确定通话的基调。提及饭店的名称可使客人确信 打到了正确的饭店。提供本人名字给人以亲切感。Exceptions: Will not apply if hotel has an automatic menu option to connect to Reservation upon the call being answered. If the

6、 call is made in English but the hotel greeting is in local language, the caller should at minimum clearly identify the hotel name. If the hotel name cannot be identified than this criterion will be scored NO.例外：此条不适用于拥有自动连接预定应答体系的酒店。如果来电为英语，但酒店的问候为当地语言的，应最低限度地保证来电者清楚酒店的名称。 如果酒店的名称无法让人明白，那么这条标准的得分为零

7、。Phone answered within 3 rings by reservation sales agent 铃响3声内预定员须有应答What: Number of rings before the reservation sales agent answers the telephone.内容：预定员回应来电前的铃声数量How: Incoming call to be answered within 3 rings by the reservations sales agent. 方法：来电须在铃响3声内有预定员的应答声When: After call is transferred t

8、o the reservations department.时间：在来电转到预定部之际Why: Waiting time on the telephone forms part of the customers first impression of the reservation department原因：来电的等候时间是顾客对预定部第一印象的组成局部Exceptions: Will not apply if the staff member who answered the main telephone line also takes the booking. If the caller

9、has to listen to a recording before speaking to the reservation agent, this should not last more than 20 seconds. The agent has to answer the phone within 20 seconds of music equivalent to 3 rings.例外：如果总机接线生同时也负责预定，那么此条不适用。如果来电者在与预定部通话前须听等候音乐，不应该持续超过 20 秒。 预定员必须在 20 秒音乐内即相当于 铃响3声内应答。Reservation sale

10、s agent offered greeting预定员的问候 What: Offers the appropriate greeting according to the time of day内容：根据每天的时间给出恰当的问候How: Greeting must include a salutation (Good Morning/Afternoon/Evening), the name of department (e.g. Reservations), the reservation sales agents name and offer of assistance. All eleme

11、nts must be present in the greeting.方法：问候须包括打招呼早上好/下午好/晚上好，部门名称例：预定部，预定员的名字和提供的帮助。根本要点为问候须用现在时Example of greeting: 问候举例：“Good Morning, Reservations, Lisa Speaking早上好，预定，我是莉萨Examples to offer assistance 提供帮助的事例： “How may I help you? “请问有什么我能帮到您的吗？ “How can I assist you?“请问有什么我可以协助您做的？“What can I do f

12、or you today?“今天我能为您做什么呢？ Once the question is asked they listen attentively to what the customer is saying一旦问完，预定员随即专心聆听顾客When: At the beginning of the call the reservation sales agent should be the first to speak.时间：开始通话之际- 预定员须首先说话Why: The greeting is the first step in building rapport with the c

13、aller. Mentioning the hotel department reassures the customer they have been transferred to the correct hotel department. Offering a name gives a personal touch. The last question offering to assist gives the caller the opportunity to open the conversation. This question displays an openness and wil

14、lingness to help.原因：问候是与来电者建立和谐关系的第一步。提及酒店部门的名称可使客人确信被转到了正确的部门。提供本人名字给人以亲切感。最后提供帮助的问询那么给予来电者进行交谈的时机，它显示出提供帮助的坦诚性及意愿。Exceptions: Will not apply if the staff member who answered the main telephone line also takes the booking and has already greeted the caller. If the call is made in English but the ho

15、tel greeting is in local language, the caller should at minimum clearly identify the hotel name. If the hotel name cannot be identified than this criterion will be scored NO.例外：如果员工既做接线生同时也做预定员，因已问候过来电者，那么此条不适用。如果来电为英语，但酒店的问候为当地语言，应最低限度地保证来电者清楚酒店的名称。 如果酒店的名称无法让人明白，那么这条标准得分为零。 The call is handled wit

16、hin 1 transfer maximum 来电最多只能转接一次What: How many persons does the caller have to speak to in order to make a reservation.内容：来电者要跟多少人通话方能做预定When: After the transfer from the operator to a reservation agent, the line should not be transferred again. 时间：总机接线员将 转到预定部后， 不应再次转接。Why: In order for the caller

17、 to know he is speaking to the right person and to be confident about his booking and the professionalism of the reservation department.原因：以使来电者知道他正跟正确的人通话并对预定有信心、同时感受预定部的专业性。 Exceptions: None例外：无 IDENTIFYING NEEDS 确定需求2.1Identified the callers name 确认来电者的姓名What: Identify the name of the caller内容：确认

18、来电者的姓名How: Reservation sales agent by asking: 方法：预定员应问：If I may just ask for a few details, so that I will be able to recommend the best option for you? May I start with your name?“假设我知道一定的细节，我就可以给您推荐最好的选择。我可以先从您的姓名开始吗？“May I have your name please?“请问您的姓名是？“May I know who I am speaking to?“请问您怎么称呼？I

19、dentify the spelling with phonetics if the name is not very common.如果姓名不常见，应确定拼写和发音 When: Request the customer name early in the call e.g. soon after offering to assist时间：尽早知道顾客姓名。例如：在提供帮助后立刻就问。Why: To allow the reservation sales agent to quickly personalise the conversation, by addressing the custo

20、mer by his or her name. Assists in establishing a rapport with the customer. To identify the person making the booking.原因：称呼顾客的姓名可使预定员快速地进行个性化的交谈，有助于与顾客建立和谐的关系。并确定做预定的人是谁。 Exceptions: None例外：无 2.2Asked if the booking is for the caller 明确预定是否给来电者本人What: Check if the caller will be the guest or is mak

21、ing the booking on behalf of someone (e.g. his/her boss)内容：核对是来电者本人入住，还是为其他人做的预定例：为他/她的上司How: Reservation sales agent by asking: “Is this booking for yourself?方法：预定员应问：“是为您自己做的预定吗?When: Right after asking for the callers name.时间：知道客人姓名后Why: To know how to handle the rest of the call if the caller is

22、 not the guest. 原因：假设来电者不是为本人做预定，知道接下来如何处理本次预定 。Exceptions: None 例外：无 If the booking is not for the caller, asked for the name of the guest如果来电者不是为自己做预定，应问将入住的客人姓名What: Identify the name of the guest内容：确认入住客人姓名How: Reservation sales agent by asking: 方法：预定员应问：“May I have the name of the guest please?

23、“请您告诉我入住客人的姓名好吗？Identify the spelling with phonetics if the name is not very common.如果姓名不常见，应确定拼写和发音When: Right after finding out the booking is not for the caller, at the beginning of the conversation. 时间：来电者不是为自己做预定之际、交谈开始之初。Why: To make sure the correct name of guest is entered on the reservation

24、 system.原因：确保输入预定系统的客人姓名的准确性。Exceptions: This criterion is only assessed if the booking is not for the caller.例外：此标准只用来评估来电者不是为自己做预定 的情形 2.4Identified if a previous guest 确定是否是回头客What: To establish if the customer is already familiar with the hotel e.g. previous experience of the hotel as a guest, c

25、onference delegate etc.内容：确认顾客是否已经熟悉酒店，即：作为客人或会议代表曾来过酒店How: Reservation sales agent asks if the customer is familiar with the hotel or if they have they stayed previously at the hotel (example)方法：预定员问顾客是否熟悉饭店，或他们是否来过酒店举例“By the way do you mind me asking how you heard about the hotel?“希望您不介意我随便问一下：您是

26、如何知道我们酒店的？“Have you stayed at the hotel before?“您曾住过我们酒店吗？“ Do you know if M. X has stayed with us before?“您知道X 先生住过我们酒店吗？If yes, “How long ago was that? (Search Guest History records & confirm with customer if the record matches)如果住过，“是多久以前住的呢？搜索客人的历史档案并确认是否与顾客记录相符When: Early in the call, dependent

27、 on the conversational flow, before asking for the room type required. 时间：在通话过程的早期，根据谈话进展情况，在询问房间类型之前Why: If the customer is already familiar with the hotel there may be no need to repeat all aspects of the hotel information. If they have previously stayed in the hotel it allows the reservation sale

28、s agent to retrieve the customers details without having to ask them to repeat information already on file - displays a high level of professionalism.原因：如果顾客已经熟悉酒店那么不需要重复所有酒店信息。 如果他们已在酒店住过，预定员就可以不用再询问客人档案里已有的信息-显示高水平的专业性 。Exceptions: None例外：无2.5Identified arrival and departure dates 确定抵达和离开日期What: T

29、o identify when the customer is planning to stay at the hotel.内容：确定顾客方案何时入住酒店How: Reservation sales agent requests the check-in and checkout dates (examples)方法：预定员须问顾客抵达和离开日期举例“May I ask what date were you planning to arrive at the hotel?.“请问您方案来店的日期？. What would be your departure date? “请问您离店的日期会是几

30、号呢？ “What dates do you have in mind?“您大致预计是几号呢？“How many nights would you like to stay? “请问您会住几天？If the customer has already stated their dates, paraphrase the dates and confirm the number of nights back to them. 如顾客已告诉了日期，重述日期并将入住天数跟顾客再证实 When: Early in the call, as soon as the guest enquires about

31、 staying at the hotel 时间：通话过程的早期，一旦客人询及入住酒店事宜，马上就问。 Why: This is mandatory information required to determine the availability of hotel rooms. By establishing this information very early in the call the reservation sales agent does not waste the customers time in the event that no room is available.

32、If no room is available the reservation sales agent can then offer an alternative solution to the customer i.e. recommend to waitlist or suggest another Accor hotel located nearby原因：这是确定酒店当时是否有房的必备信息。假设满房，通话过程中尽早得到此信息，预定员就不会浪费顾客的时间。 如果满房，预定员就能够给顾客提供解决的选择方法。如：放入等候名单或建议到附近其他雅高酒店入住。 Exceptions: None.例外

33、：无2.6Identified the number of people travelling 确定客人的人数What: To identify the number of guests staying in the hotel room.内容：确定客人的入住人数How: Reservation sales agent asks the customer (examples):方法：预定员应问顾客举例“How many people will be travelling?“请问一行多少人呢？“How many people will be staying in the room?“请问几位客人

34、入住？When: After ascertaining key information on the customers profile i.e. the dates accommodation is required, and the availability of a hotel room时间：在确定客户主要信息即入住日期和酒店可以供房之后。Why: The number of people to be accommodated in a room will influence the choice of room type and determine the room rate (i.e

35、. charges for rollaway beds) offered to the customer原因：住在同一房间的人数会影响到提供应顾客的房间类型和房价。 (即：加床费) Exceptions: None例外：无Checked if any children 确认是否有儿童What: To identify the number of children staying in the hotel room.内容：确认儿童的人数How: Reservation sales agent asks the customer (examples):方法：预定员应问：“Will you be t

36、ravelling with children?“请问您是否有儿童同行？“Are the two persons accompanying you adults?“跟您一起来的两位都是成人吗？When: After checking the number of guests 时间：确认客人人数后Why: The number of children to be accommodated in a room will influence the choice of room type and determine the room rate (i.e. charges for rollaway b

37、eds, child policy.) offered to the customer.原因：住在一个房间的儿童人数会影响到提供应顾客的房间类型和房价。 (即：加床费，儿童条例) Exceptions: Not applicable if the guest is travelling alone.例外：不适用单独旅行的客人。Identified Child (ren)s age(s) 确定儿童的年龄What: If children are travelling, its mandatory to ask the age of each child to determine if they

38、are eligible to benefit from the hotels family policy 内容：如果有儿童随行, 必须问每个儿童的年龄，以便决定他们是否享有酒店关于家庭待遇的条例 How: Reservation sales agent asks the customer the ages of all children travelling (example):方法：预定员须问顾客所有随行儿童的年龄(例子)：“How many people will be travelling? Are any children travelling? “请问您一行多少人？有儿童同行吗？I

39、f yes, May I ask their ages? 如果有，“请问他们的年龄是？According to the brand policy, explain the benefits of the hotels family policy when staying with children at the hotel 根据酒店的品牌规定介绍如儿童随行时将享受的家庭优惠When: If advised that children are travelling.时间：知道有儿童随行时Why: The number of children to be accommodated in a roo

40、m will influence the choice of room type and determine the room rate offered to the customer原因：住在一个房间的儿童人数将会影响提供应顾客的房间类型和房价。 Exceptions: When no children are travelling例外：当没有儿童随行时 Identified required room type 确定房间的类型What: Identify what type of room is needed内容：确定所需要的房间类型How: Reservation sales agent

41、 asks the caller for example:方法：预定员问讯客人的例子：“Would you prefer a king size bed or two twin beds?“您喜欢一张大床还是两张单人床？“Will you require a smoking or non smoking room?“您需要吸烟房还是无烟房？If a type of room is not available do not offer it and explain it to the guest. Do not propose here categories of rooms, views 如果

42、某种类型房间已订满，就不要再推荐，应向客人解释清楚，而不应再介绍此房间的种类和风景When: After checking for availability on the required dates and the number of people travelling.时间：确认完客人到达日期的总房态及入住人数后Why: This is a must to ensure the right room type is booked for the guest and avoid any problems upon check-in at the hotel. The guest should

43、 not have to request this at the end of the call.原因：为保证客人预定到正确的房间类型及防止在办理入住时出现问题。此类要求决不应由客人方面在 的最后提出。Exceptions: None 例外：无 Identified purpose for travel (business, leisure) 确定旅游的目的商务，休闲What: Ask the customers purpose for travel 内容：询问顾客旅游的目的How: Reservation sales agent requests (examples): 方法：预定员问讯客人

44、的例子：“May I ask if you are travelling on business or is this a private stay? “请问您是商务旅行还是私人旅行？“May I ask if you are you travelling on business or leisure?“请问您是商务公干还是休闲旅游？“Do you mind if I ask if it is a leisure trip.“如不介意，请问是休闲旅游吗？When: After establishing if familiar with the hotel (where available ac

45、cessing their Guest History record)时间：在确立是否熟悉酒店后 ( 有客户史的可查客人历史记录)Why: To determine the main driver behind the reason for their travel and use this information in tailoring recommendations to meet their needs i.e. rate / room type. It may also reveal opportunities to up sell, for example, in the even

46、t of a special occasion e.g. packages. This information is also important to capture for the hotel / resorts Sales Department原因：确定他们旅游动机的主要原因，是利用这些信息根据需求进行有针对性地推荐，即：房价/房间类型。这也许是促销的好时机，例如：特殊场合的包价。这也是酒店销售部需要搜集的重要信息。 Exceptions: None.例外：无 Identified if any Membership card 确定是否有会员卡What: Ascertain if the

47、 customer is a current member of Advantage Plus programme or other membership programme (Accor hotels Favourite Guest, Frequent Flyer)内容：确定顾客是否是A佳卡会员或其他工程的会员雅高酒店贵宾，飞行方案常客等等How: By asking the question 方法：问询的问题“May I ask if you are holding any Accor Membership, Mr/Mrs/Ms (insert guest name)?“XX先生/夫人/小

48、姐，请问您是否拥有某种类型的雅高会员卡呢？When: After establishing if familiar with the hotel 时间：确认是否熟悉酒店后Why: This is an opportunity to promote the Advantage Plus program as well as ensuring members are recognised when calling. It allows the reservation sales agent to immediately offer the special Membership room rates

49、 or rates qualifying for points/mileage. 原因：这是推广A佳卡的时机也是确保会员打 时被认知的时机。使得预定员可以即刻提供特别会员房价或根据对方的积分和里程积分提供相应的房价。 Exceptions: none例外：无 If travelling on leisure asked if rate room only or with breakfast如是休闲客人须问房价要否含早餐What: For customers travelling for leisure reasons confirm if they want a quotation for r

50、oom only or including breakfast.内容：为休闲客人确认其期望报价是只付房费还是含早餐How: When speaking with leisure customer ask (examples): 方法：问询休闲顾客的例子：“We offer buffet breakfast every morning from 6am to 10am. Would you like this included in your room rate? “我们每天早上6点至10点提供自助早餐，您想在房费中含早餐吗？“Will you be having breakfast at th

51、e hotel? “您会在酒店用早餐吗？When: After establishing if the customer is travelling for leisure reasons时间：确认顾客是否是休闲旅游客人后Why: To know which rate to quote the guest and promote the hotel breakfast.原因：明确给客人何种报价并促销酒店早餐Exceptions: If customer states they are travelling on business例外：如果顾客是商务旅行 If travelling on bus

52、iness requested name of company 如是商务旅行客人须要到公司名称What: For customers travelling on business confirm the name of their company 内容：跟商务旅行顾客确认公司名称How: Reservation sales agent requests (examples):方法：预定员问询的例子：“May I request the name of your company?“我能知道贵公司的名称吗？“Does you company have a contract with our hot

53、el?“您的公司与我们酒店有合约吗？When: After establishing if the customer is travelling for business reasons时间：在确认顾客是商务旅行后Why: If the customer is travelling on business their company may have already establish a contracted accommodation rate with Accor Hotels. If this is not the case, their company is a potential

54、sales lead to pass onto the Sales Department.如果顾客是商务旅行的话，他们公司可能已经与雅高酒店有合约价格。如果没有，他们公司就是需要事后转给销售部的潜在销售对象。Exceptions: If the customer states they are travelling on leisure例外：如果顾客声明是休闲旅行Reservation SALES INITIATIVE/RECOMMENDATION主动销售/提出建议Offered a type of room matching the customers needs推荐一种能迎合客人需求的房型

55、 What: By proposing a room type and describing its features 内容：推荐一种房型并描述它的特色How: Reservation sales agent identifies and presents recommendation/s to the customer that satisfies the customers needs, whilst also maximising the hotels yield. The reservation sales agent can begin by asking (example)方法：预

56、定员在确认客人需求，给出满足客人需求的同时将酒店收益最大化的推荐。预定员可以如此询问例如 “From what you have told me, I would recommend “根据您刚刚所说的， 我向您推荐“We do have a Deluxe room with a king size bed available during that period. The room is 25 sq meters and has a large desk for you to work on with easy internet access“在那时间段内我们刚好还有豪华房。房间有25平方米

57、，有一张大书桌及方便的快速上网可供您在房间内工作用When: After the customers needs have been identified 时间：在客人的需求得到确认后Why: To deliver options that match all the requirements stated by the customer. The recommended option demonstrates flexibility and a willingness to tailor to the client.原因：根据客人的要求提供相符的选择。所提供的选择建议表现出灵活性及根据客人的

58、期望量身定做的意愿。Exceptions: None例外：无Offered the rate by comparing to the rack rate 以与公布标准价格相比拟的方式报出当前房价What: Give the caller the room rate and the rack rate内容：把公布标准房价和当前房价告诉来电者How: Reservation sales agent offers an “attractive rate (example): 方法：预定员报出一个“诱人的价格举例“The rate for this type of room is usually bu

59、t on this dates I can offer you a rate of“通常这种房型的价格是，但这段时间我可以给您的价格是When: After describing the features of the room type. 时间：在描述房型的特色后。Why: To ensure the guest we are offering the best possible rates, taking into account his requirements.原因：让客人确信在考虑到他的要求的同时，我们给予了最好的报价Exceptions: If the guest has a co

60、ntracted rate, restate the rate without comparing to rack rate.例外：如果客人有公司合约价，只需重复合约价格而无需再与公布标准价格比拟。3.3 Advised if rate includes taxes 告诉客人房价是否包括税费What: Tell the guest if the rate includes taxes and explain the tax 内容：告诉客人房价是否包括税费并解释税费的比例及内容How: The Reservation Agent explains (example): 方法：预定员可这样解释举例