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

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 ha