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1、国际酒店前厅预订管理手册International Hotel Front Office reservation management manual国际酒店预订操作程序手册Operating procedures manual for international hotel reservationStandard & Procedure国际酒店管理程序标准操作程序手册SOPPosition: Reservations Sales Agent职位：预订部销售文员Department:Front Office/ Reservation 部门：前厅部/预订部部门经理：GM Approval: Zha
2、ng LeiDate: 总经理批准：日期：Task: Handling Complaints Code: RM-RES-D210任务：处理客人投诉序号： RM-RES-D210Standard:1. All telephone complaints will be handled in a calm, professional manner and resolved as quickly and efficiently as possible by the Reservation Sales associate. 2. Reservation Sales Agent will have acc
3、urate complaint details recorded for immediate action. For complaints that require action by a superior, the recorded details will be handed over to the shift superior or the Reservation Sales Manager. 3. Reservation Sales associates will be aware of and sensitive to customers who have experienced d
4、ifficulties or made complaints on previous stays, and will avoid the recurrence.标准：1. 预订部销售文员将以一种镇静、专业的方式尽可能快和有效地处理 所有电话投诉。2. 对于不能处理的投诉要准确记 录下所有细节和经过，立即转交给 预订部主管和经理处理。3. 预订部销售文员将会十分小心谨慎地对待在以前的住店过程中挑剔 或有过投诉的客人，并将避免相同问题再次发生。Procedures: 1. In the event of a customer calling to make a complaint, or beco
5、ming difficult during the process of making a reservation, stay calm. Do not take the customers complaint personally.2. Listen carefully to the guest complaint and repeat back to ensure understanding. When necessary, ask brief open-end questions to ensure you have the full story. (e.g. “What date di
6、d you cancel the booking, Sir/Madam?)3. Apologize to the guest for the inconvenience, but DO NOT admit abruptly without ground, as a mistake of the hotel. “ I do apologize for the inconvenience that may have caused to you, Sir/Madam. I will ask our Reservation Sales Manger to investigate your concer
7、ns immediately.”4. Record accurately all details of the guest complaint, and where possible take personal responsibility to resolve the problem, e.g. check to see if no-show booking was a duplicate, etc.5. If the complaint is outside the scope of your capability to solve, advise the shift superior o
8、r the Reservation Sales Manager with ALL information immediately. (The guest has already told the story once, need to CONFIRM details with the guest? - not to ask it all again). The shift superior of the Reservation Sales Manager will make the decision if they can handle it, or consult senior manage
9、ment for directives.6. Reservation Sales associates will log all details of the complaint or customers problems, and actions taken in the reservations logbook.7. If you have any difficulty understanding the guest, notify the shift supervisor or Reservations Sales Manager to call back immediately. Be
10、 mindful not to make the guest frustrated by not being understood, or having to repeat the problem many times.8. Make a note in the guest profile in Opera, outlining the details of the complaint and the actions taken to resolve it for future reference, and where possible prevent the same event from
11、happening again.程序：1. 当客人通过电话投诉或显得非常挑剔时，保持镇静，客观地对待投诉不要自己去接受客人的投诉。 2. 仔细聆听客人的投诉并重复一遍以确保完全理解。必要时间一些简 短的问题以确保你完全理解。(例如：先生，你在哪天取消预订的?)3. 向客人对带来的不便表示道歉，但不要毫无背景地唐突的承认这是饭店的错误，”先生/女士，我对给你带来的不便表示道歉，我们的预订经理将马 上调查处理这件事。 4. 准确记录客人投诉的所有细节，并在必要时，自己去处理这个投诉。 例如：查看一下客人未到的预订是否为重复预订。 5. 如果投诉已超出你的职责范围而无法解决，立即向预订部经理汇报 所
12、有投诉细节。(客人已把投诉叙述一遍，预订部经理应留意所有细 节并与客人确认不要再次要求客人把投诉叙述一遍)。 预订部经理将决定是否能处理这件事，或向值班执行经理汇报。 6. 预订员将把客人投诉或客人遇到问题的所有细节以及采取的行动记 录在预订记录本上。 7. 如果你在理解方面有任何困难，立即通知预订部经理，并向客人说 明预订部经理将马上回电话给他。注意不要因为语言方面的问题或许 多次的重复而导致客人更加不安和灰心。8. 在电脑中将事件发生原因及处理办法，结果记录下来以作日后参考，以防止此类事件再次发生。-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、SOP酒店管理之家