sp-rm-res-d030 taking reservations (v).doc

Standard: All reservations will be taken and recorded accurately in a friendly and courteous manner. Guest inquiries regarding the hotel and room facilities will be answered knowledgeably and every assistance will be given to a caller to meet their need. 标准: 以谦和，友好的态度接受所有预订，并准确无误地记录。专业地回答客人提 出的酒店及房间设施问题。提供客人以帮助，满足客人需要。 Procedure: Phone Reservations Answer the phone correctly, using the standard greeting (Refer to the Answer telephone SP). Access to the Opera guest profile to check if guest is a return guest or not. Ask if the caller is a member of any Starwood programs, or if he has stayed with us before. In case of return guest, obtain guest name and check guest profile for previous rate. (In case of return guest booking, be sure to confirm telephone number contact is still valid) For all repeat business, make the booking by using the existing Guest Profile, rather than creating a new one. Confirm all information is correct in profile (this will allow the data for the guests stay to be accumulative) As soon as the guest name is known, address the guest by name as much as possible. Identify the room type and date required, and check availability in the Opera. Where requested room is available, quote appropriate rate and ask guest ‘May I book that for you?’ (If room type is not available, refer to procedure rechecking availability) Upon agreement from the guest obtain the following information and key in the Opera: Guest name (check spelling of surname and first name) Contact number Company name / address in case of corporate booking Payment method (if company is on charge back, check the credit facilities of the company has been established, and advise caller that authorization is to be received prior to guest’s arrival) Explain hotel guarantee and 6pm release policy Obtain caller SPG number Offer choice of smoking/ non-smoking room If possible, obtain flight details and arrival time Ask if caller requires transportation from the airport and qu