045旅行散客预订制度.docVIP

政 策 与 程 序 POLICIES PROCEDURES 属下酒店： SUBJECT标题： 旅行散客预订制度 S/N序号：SG-SM-PP-SE045 VERSION版本号： SUMITION呈送： DISTRIBUTION抄送： PAGE(S)页数：3页 ISSUED BY签发人： Department Head APPROVED BY批准人： General Manager EFFECTIVE DATE生效日期： REVISED修订日期：2004-12-20 POLICY PURPOSE政策目的： To clarify the responsibilities and procedures of handling Free Individual Travelers (FIT) between Reception and Reservations in order to achieve highest guest satisfaction. 明确旅行散客预订的政策与程序，保证客人的满意度。 SCOPE 监督范畴： 营销总监、销售部经理 ADMINISTRATIVE RESPONSIBILITY负责执行岗位： 销售高级主任、销售主任、销售代表 SG-SM-PP-SE045 POLICY DETAIL政策描述： Reservation for 9 guests and below from one source is defined as FIT. 一次性预订9间或以下视为散房。 Use the attached Reservation Form to communicate the guest’s requirements. 采取预订单的格式与客人进行沟通。 The following are some essential points to be recorded in the Reservation Form: 预订单内的主要细节要点如下表： a) Room Type/Rate 房间类型及价格 According to the request of the guest, enter the room rate unless it is confidential (e.g. travel agency contracts or paid by a third party) 根据客人要求安排订房，需保密的价格除外（例如：旅行社价格或房租由第三方支付的情况） b) Arrival Date 抵店日期 Time of arrival is important as guestrooms are kept till 6:00PM if not guaranteed. Advise the guest but do not enforce if time of arrival is not available at time of booking. 若客人的预订为保证到房，酒店应为客人保留预订，否则相关人员可酌情处理. c) Departure Date 离店日期 Check the entire duration of the guest’s stay to ensure that the room is available throughout. 查看客人滞留时间，并确保客人房间已预留 d) Number of Guests 客人数量 To ascertain if a king or twin or triple is to be provided by the hotel. 确认酒店可提供给客人的各种客房类型 e) Last Name 客人姓名 To enable smoother operations, guest history tracking and providing the Three Steps of Service. 确保在客人住店期间为其提供更好的服务应建立客人历史档案； f) Contact Number 合约号码 In the event of complications, the guest can be reached. 在任何情况下方便客人查询或使用； g) Room Number 房间号码 Assigned only at time of check-in by Front Office. In the event the guest has stayed with the hotel