索菲特酒店预定操作流程

索菲特酒店预定操作流程内容摘要：

fered to the customer. 原因：住 在一个房间的儿童人数会影响到提供给顾客的房间类型和房价。 (即：加床费，儿童条例 ) Exceptions: Not applicable if the guest is travelling alone. 例外： 不适用单独旅行的客人。 Confidential Page 7 March 2020 Identified Child (ren)’s age(s) 确定儿童的年龄 What: If children are travelling, it‘s mandatory to ask the age of each child to determine if they are eligible to benefit from the hotel‘s family policy 内容： 如果有儿童随行 , 必须问每个儿童的年龄，以便决定他们是否享有酒店关于家庭待遇的条例 How: Reservation sales agent asks the customer the ages of all children travelling (example): 方法：预定员须问顾客所有随行儿童的年龄 (例子 )： ―How many people will be travelling? Are any children travelling?‘ “请问您一行多少人。 有儿童同行吗。 ” …If yes, ‗May I ask their ages?‘ 如果有，“请问他们的年龄是。 ” According to the brand policy, explain the benefits of the hotel‘s family policy when staying with children at the hotel 根据酒店的品牌规定介绍如儿童随行时将享受的家庭优惠 When: If advised that children are travelling. 时间：知道有儿童随行时 Why: The number of children to be acmodated in a room will influence the choice of room type and determine the room rate offered to the customer 原因：住 在一个房间的儿童人数将会影响提供给顾客的房间类型和房价。 Exceptions: When no children are travelling 例外：当没有儿童随行时 Identified required room type 确定房间的类型 What: Identify what type of room is needed 内容：确定所需要的房间类型 How: Reservation sales agent asks the caller for example: 方法：预定员问讯客人的例子： ―Would you prefer a king size bed or two twin beds?‖ “您喜欢一张大床还是两张单人床。 ” ―Will you require a smoking or non smoking room?‖ “您需要吸烟房还是无烟房。 ” If a type of room is not available do not offer it and explain it to the guest. Do not propose here categories of rooms, views… 如果某种类型房间已订满，就不要再推荐，应向客人解释清楚，而不应再介绍此房间的种类和风景„ When: After checking for availability on the required dates and the number of people travelling. 时间：确认完客人到达 日期的总房态及入住人数后 Why: This is a must to ensure the right room type is booked for the guest and avoid any problems upon checkin at the hotel. The guest should not have to request this at the end of the call. 原因：为保证客人预定到 正确的房间类型及避免在办理入住时出现问题。 此类要求决不应由客人方面在电话的最后提出。 Exceptions: None 例外：无 Confidential Page 8 March 2020 Identified purpose for travel (business, leisure) 确定旅游的目的（商务，休闲） What: Ask the customer‘s purpose for travel 内容：询问顾客旅游的目的 How: Reservation sales agent requests (examples): 方法：预定员问讯客人的例子： ―May I ask if you are travelling on business or is this a private stay?‖ “请问您是商务旅行还是私人旅行。 ” ―May I ask if you are you travelling on business or leisure?‖ “请问您是商务公干还是休闲旅游。 ” ―Do you mind if I ask… if it is a leisure trip.‖ “如不介意，请问是休闲旅游吗。 ” When: After establishing if familiar with the hotel (where available accessing their Guest History record) 时间： 在确立是否熟悉酒店后 ( 有客户史的可查客人历史记录 ) Why: To determine the main ‗driver‘ behind the reason for their travel and use this information in tailoring remendations to meet their needs . rate / room type. It may also reveal opportunities to up sell, for example, in the event of a special occasion . packages. This information is also important to capture for the hotel / resort‘s Sales Department 原因：确定他们旅游动机的主要原因，是利用这些信息根据需求进行有针对性地推荐，即：房价 /房间类型。 这也许是促销的好机会，例如：特殊 场合的 包价。 这也是酒店销售部需要搜集的重要信息。 Exceptions: None. 例外：无 Identified if any Membership card 确定是否有会员卡 What: Ascertain if the customer is a current member of Advantage Plus programme or other membership programme (Accor hotels Favourite Guest, Frequent Flyer…) 内容：确定顾客 是否是 A佳卡会员或其他项目的会员（雅高酒店贵宾，飞行计划常客等等） How: By asking the question 方法：问询的问题 ―May I ask if you are holding any Accor Membership, Mr/Mrs/Ms (insert guest name)?‖ “ XX 先生 /夫人 /小姐，请问您是否拥有某种类型的雅高会员卡呢。 ” When: After establishing if familiar with the hotel 时间：确认是否熟悉酒店后 Why: This is an opportunity to promote the Advantage Plus program as well as ensuring members are recognised when calling. It allows the reservation sales agent to immediately offer the special Membership room rates or rates qualifying for points/mileage. 原因： 这是推广 A 佳卡的机会也是确保会员打电话时被认知的机会。 使得预定员可以即刻提供特别会员房价或根据对方的积分和里程积分提供相应的房价。 Exceptions: none 例外：无 If travelling on leisure asked if rate room only or with breakfast 如是休闲客人须问房价要否含早餐 What: For customers travelling for leisure reasons confirm if they want a quotation for room only or including breakfast. Confidential Page 9 March 2020 内容：为休闲客人确认其期望报价是只付房费还是含早餐 How: When speaking with leisure customer ask (examples): 方法：问询休闲顾客的例子： ―We offer buffet breakfast every morning from 6am to 10am. Would you like this included in your room rate? “我们每天 早上 6 点至 10 点提供自助早餐，您想在房费中含早餐吗。 ” ―Will you be having breakfast at the hotel? ― “您会在酒店用早餐吗。 ” When: After establishing if the customer is travelling for leisure reasons 时间：确认顾客是否是休闲旅游客人后 Why: To know which rate to quote the guest and promote the hotel breakfast. 原因：明确给客人何种报价并促销酒店早餐 Exceptions: If customer states they are travelling on business 例外：如果顾客是商务旅行 If travelling on business requested name of pany 如是商务旅行客人须要到公司名称 What: For customers travelling on business confirm the name of their pany 内容：跟商务旅行顾客确 认公司名称 How: Reservation sales agent requests (examples): 方法：预定员问询的例子： ―May I request the name of your pany?‖ “我能知道贵公司的名称吗。 ” ―Does you pany have a contract with our hotel?‖ “您的公司与我们酒店有合约吗。 ” When: After establishing if the customer is travelling for business reasons 时间：在确认顾客是商务旅行后 Why: If the customer is travelling on business their pany may have already establish a contracted acmodation rate with Accor Hotels. If this is not the case, their pany is a potential sales lead to pass onto the Sales Department. 如果顾客是 商务 旅行的话，他们公司可能已经与雅高酒店有合约价格。 如果没有，他们公司就是需要事后转给销售部的潜在销售对象。 Exceptions: If the customer states they are travelling on leisure 例外：如果顾客声明是休闲旅行 Reservation SALES INITIATIVE/RECOMMENDATION 主动销售 /提出建议 Offered a type of room matching the customer’s needs 推荐一。