假日集团的销售 PNP 全套表单.doc

HOLIDAY INN GUIYANG POLICY AND PROCEDURE PAGE NO. 01/01 DEPARTMENT : Sales & Marketing REFERENCE NO. : LL/GA/001/98/S&M SECTION : Group/Tour DATE : 01 August 1998 SUBJECT : Group Reservation Confirmation LAST UPDATE : 01 August 1998 ISSUED BY : Lily Loo APPROVED BY : General Manager Policy : All reservations from T/A must be handled within 24 hours according to this procedure. Purpose : 1. To establish efficient working system within Group Section for easy reference. 2. To keep the efficient flow of sales enquiries and administration to achieve targets set. Standard Operating Procedure : 1. Any room reservation requests received from travel agents must be in writing e.g. fax, letter or telex. All room reservation requests received from travel agents must be responded within 24 hours. 3. As soon as the Tour Coordinator receives the requests from travel agents, he/she needs to copy all necessary information to the Group Administrator’s Masterfile according to the agent’s company name. ( Sample attached ). 4. Upon receiving room reservation requests from travel agents, Tour Coordinator needs to clarify all details first and then complete Group Confirmation Form ( Sample attached, printed on NCR paper ). The group room control sheet should be checked for room availability. The completed Group Confirmation Form then needs to be keyed into Lanmark in order to retrieve confirmation number, in order for all reservations showing a confirmation number is taken as being confirmed. 6. After getting the Confirmation Number, the Tour Coordinator should take all forms immediately respond by faxing the actual Confirmation Form thus advising them that the reservation has been confirmed. 7. Also the confirmation number for said group should also be recorded down on Group Administrator’s Masterfile. 8. The confirmed Group Confirmation Form and all relevant correspondence is filled into the Group Reservation Tracing system. ( See P & P on