【酒店】旅行散客预订制度

政策与程序

POLICIES & PROCEDURES

属下酒店：

To clarify the responsibilities and procedures of handling Free Individual Travelers (FIT) between Reception and Reservations in order to achieve highest guest satisfaction.

明确旅行散客预订的政策与程序，保证客人的满意度。

营销总监、销售部经理

销售高级主任、销售主任、销售代表

1. Reservation for 9 guests and below from one source is defined as FIT.

一次性预订9间或以下视为散房。

2. Use the attached Reservation Form to communicate the guest’s requirements.

采取预订单的格式与客人进行沟通。

3. The following are some essential points to be recorded in the Reservation Form:

预订单内的主要细节要点如下表：

a) Room Type/Rate

房间类型及价格According to the request of the guest, enter the room rate unless it is confidential (e.g. travel agency contracts or paid by a third party)

根据客人要求安排订房，需保密的价格除外（例如：旅行社价格或房租由第三方支付的情况）

b) Arrival Date

抵店日期Time of arrival is important as guestrooms are kept till 6:00PM if not guaranteed. Advise the guest but do not enforce if time of arrival is not available at time of booking.

若客人的预订为保证到房，酒店应为客人保留预订，否则相关人员可酌情处理.

c) Departure Date

离店日期Check the entire duration of the guest’s stay to ensure that the room is available throughout.

查看客人滞留时间，并确保客人房间已预留

d) Number of Guests

客人数量To ascertain if a king or twin or triple is to be provided by the hotel.

确认酒店可提供给客人的各种客房类型

e) Last Name

客人姓名To enable smoother operations, guest history tracking and providing the Three Steps of Service.

确保在客人住店期间为其提供更好的服务应建立客人历史档案；

f) Contact Number

合约号码In the event of complications, the guest can be reached.

在任何情况下方便客人查询或使用；

g) Room Number

房间号码Assigned only at time of check-in by Front Office. In the event the guest has stayed with the hotel before, pl ace the previous room number under “Remarks”.

由前台操作，可查询客人历史档案作出适当安排

h) Remarks

备注➢Account Type 协议类型

➢Guest History Information 客史档案

i) Authorized By

授权于This is required in the event a special rate or arrangement needs to be provided to the guest for repeat business purposes.

在批示特价合约或特别安排时使用

4. Do everything possible to never lose a guest.

尽量留住每一位潜在客人。

一、由销售部经理负责定期（如每周）向全体成员进行培训；

二、由销售部经理监督以上内容的进行情况；

三、由销售部经理每月对部门员工评估和考核规定的执行情况并提出书面报告

无相关资料

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