《国际酒店前厅部预订收益管理-Reservation&Revenue Management-SOP-EO-RES-AGNT-01 早班程序MORNING SHIFT PROCEDURE.doc》由会员分享，可在线阅读，更多相关《国际酒店前厅部预订收益管理-Reservation&Revenue Management-SOP-EO-RES-AGNT-01 早班程序MORNING SHIFT PROCEDURE.doc（2页珍藏版）》请在taowenge.com淘文阁网|工程机械CAD图纸|机械工程制图|CAD装配图下载|SolidWorks_CaTia_CAD_UG_PROE_设计图分享下载上搜索。
1、Standard Operating ProcedureSOP Title:MORNING SHIFT PROCEDUREDepartment(s):EO Reservation Position(s):Reservations AgentBrand standard ref.NILReference No:SOP-EO-RES-AGNT-01Effective date:1 JULY 2010SOP Author:Renee WangSOP approved by:Mr. James GreigManager of Revenue ManagementGeneral ManagerStand
2、ardReservation agents will be responsible to ensure all reports are prepared by 8:30am and all same day bookings/traces are processed at the beginning of the shift or as soon as they occur.Procedure1. Enter the hotel through the Associate entrance.2. If breakfast is consumed at the hotel, finish bre
3、akfast and then change into a clean uniform and shoes before accessing the Reservation office.3. Turn on all terminals and printers and check that all equipment and facilities are working properly. Contact departments concerned for any irregularities immediately and record details in the logbook.4.
4、Check the in-tray folder and process any urgent reservation forms in the Property Management System (PMS, e.g. OPERA, Fidelio) at once.5. Print necessary reports as scheduled for Revenue Manager. (Refer to SOP-EO-RES-AGNT-04 REPORTING for more details) 6. Check the no-show report and find out the re
5、ason(s) for all of the no-show reservations. For no-shows from the Top 20 accounts or VIP guests, inform the respective manager for follow-up. If booking is guaranteed, inform Reservation Manager to process no-show charges.7. Check same day traces and resolve any top urgent cases first before follow
6、ing up with the rest. If content should be handled by another associate, transfer the trace to the associates concerned.8. In the event of taking a day off, review the logbook upon returning to work to be aware of new information and procedures. 9. Handle daily tasks and operations as the shift dictates, such as handling telephone calls and inquiries, etc.Supporting Documents NIL