瑞吉私人管家FOE FRONT OFFICE - GUEST SERVICES - SR BUTLER - 1-2008.pdfVIP

Foundations of Excellence Front Office – Guest Services – Butler Foundations of Excellence Title Reservation Procedures foe: Overall Reference # brand std: n/a issued: November 2007 Dates effective: January 2008 revised: n/a Department Reservations, Front Office region: Global property: All Applicable ownership: All brand: St. Regis Written by Toni Stoeckl team Approved by Tina Edmundson EXCEPTIONAL SERVICE COMMITMENT To provide a gracious, bespoke reservation experience 24 hours a day, 7 days a week. When property reservations are not available, calls will be seamlessly transferred to a dedicated St. Regis Desk at the call centers. METHODOLOGY MAKING A RESERVATION STANDARDS OVERVIEW Staff will adhere to the St. Regis Reservation experience framework outlined below: St. Regis staff will use polite and clear language, using complete sentences and avoiding slang. The telephone is answered within three rings and a warm and sincere greeting is offered. The reservations agent thanks the guest for calling, provides an introduction and asks for the guest’s name. Guests will be addressed by surname and/or titles in a discreet and sincere manner during each interaction. “Good morning/afternoon/evening, thank you for calling [property name] Reservations, this is [staff member’s name]. May I have your last name?” Let your voice convey enthusiasm. “How may I assist you Mr. /Ms. ?” Ask for guest’s last name if contact is 3rd party. Upon the guest responding, use an appropriate St. Regis reinforcement. The staff member shall inquire about the guest’s SPG information, rev