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1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 51TASK: Changing of flightEQUIPMENT REQUIRED设备要求设备要求:WHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Aft
2、er receiving the request.Contact airline office for changing ticket.3.Inform guest the outcome.When the request is made, check whether the ticket is changeable or not by checking the restrictions.If not, explain to the guest the flight changing policy.Take out the flight confirmation envelope write
3、down:Guest name.Room numberTotal ticketContact numberNew flight number / DateClassTaken byCall the airline office in front of guest if possible and inquire seats availability. If seats are available, reserve the seat immediately and obtain the reference code from the airline office, send down to BC
4、air-ticket office to put the sticker on it.If the seat is not available, ask the guest the second choice.Leave the message and inform guest that his ticket has been changed and is ready at front desk. Inquire whether guest prefers to pick up by himself or wants bellboy to deliver it to his room. Try
5、 to use voice message by saying: “ Good Morning, Mr. Tan, Im Penny calling from front desk, Please be informed that your air-ticket from Haikou to Beijing has been changed from 7:30am to 8:30am, the ticket is kept by us please let us know if you need it to be delivered to your room or not.” To show
6、hotel courtesy and efficient working attitude.To work efficiently and give guest the fastest and correct feedback.Ensure the ticket goes back to the right person.Do more for customer.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP4