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1、国际酒店预订收益管理-Reservation&Revenue Management前厅部Front Office国际酒店预订收益管理Reservation&Revenue Management SOP国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导
2、。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。StandardSPG members are to be identified and given recognition by Reservation agents who will handle telephone calls by following STAR standards.1. All telephone calls will be answered within 3 rings, in an audible, suitable, clear and professional manner.2. Reservatio
3、n lines will be attended to at all times between 09:00 (9:00am) and 18:00 (6:00pm). 3. Every SPG member who calls Reservation should be recognized. Ensure every SPG members benefits are arranged prior to arrival according to different levels.Procedure1. Ask the caller if he/she is a member of the Pr
4、eferred Guest program. If yes, thank the caller for their loyalty to .2. Ask for the callers membership number (note the callers membership level). Enter this number into the “SPG Number” field; reconfirm the callers address, credit card information and all preferences.3. Enter the VIP Code 3 (SPG g
5、uest) into the guests profile.4. Record the members Preferred Guest number, including the leading character: - A= Preferred- C= Corporate Preferred- G= Gold Preferred- P= Platinum Preferred- V= VIP level 5. If the guest is a member, recognize membership level and preferences: “Mr. Jones, I see that
6、you are a Gold Preferred member with a preference for a non-smoking room with a king-size bed.”6. Update members profile if necessary, including any changes to preferences and address information.7. Ensure the preferred room type is booked and all details of the reservation are entered correctly.8. STAR Standards include: Smile and greet, Talk and listen, Answer and anticipate and Resolve.Supporting Documents支持文档NIL-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