1、STANDARD OPERATING PROCEDURESRESERVATIONDEPARTMENT 1. Reservation Procedures2. Telephone Reservations3. FAX/Letter Reservations4. Value Rate Reservations5. Pegasus Reservations6. Duplicate Reservations7. Reservation Amendments8. Reservation Cancellations9. T/A and Co. Profile10. Guest Profile11. Mer
2、ge Duplicate Profile12. Correspondence Filing13. Key in the Reservation In PMS14. Filing15. Complaint Handling16. Deposit Processing 17. External Communication Confidentiality18. How to Block the Rooms19. Golden Circle Reservation ProceduresSTANDARD OPERATION PROCEDURESDEPARTMENT : RESERVATIONS DEPT
3、JOB TITLE : RESERVATIONS AGENTTASK NO: ONETASK : RESERVATION PROCEDUREEQUIPMENT REQUIRED : COMPUTER, TELEPHONEWHAT TO DOHOW TO DO ITWHYObtain the useful informationCheck Availabilitya. Obtain the following information: Date of Arr. No. of nights, Room type and Company name.b. Check in the PMS to see
4、 if room is available for the particular day. RESERVATIONS AGENT must be aware of hotel availability and book-out dates, upselling whenever possible to maximize occupancy revenue. 1. If the rooms are available, A.U. procedures will apply: A: Obtain the following information: Guest name, Name of call
5、er & Contact information, the arrival information and if airport transfer is required. U: Upselling whenever possible: - first go to company or travel agency profile : Co: to view if there is a corporate rate with us. TA: to view if a contract rate and A/R No. exist. - If there is a corporate rate o
6、r contract rate , please offer the customer accordinglyDemonstrate honesty and care to customer, meet and exceed the customer expectation.PREPARED BY : DORIS XUAPPROVED BY: GILBERT CHAIDESIGNATIONReservations ManagerSIGNATURE/ DATEDESIGNATION: Director of Sales & MarketingSIGNATURE/DATESTANDARD OPER
7、ATION PROCEDURESDEPARTMENT : RESERVATIONS DEPTJOB TITLE : RESERVATIONS AGENTTASK NO: ONE (cont)TASK : RESERVATION PROCEDUREEQUIPMENT REQUIRED : COMPUTER, TELEPHONE WHAT TO DOHOW TO DO ITWHY - If there is no corporate rate or contract rate, go to guests profile to view his previous room type and rate
8、 confirmed. - If the situation is none of the above, the value rate or courtesy rate will be applied to customer - For upselling purpose, a range of rates will be quoted (highest to lowest) to customer and let them choose, put value rate in the first priority, even when there is a corporate or contr
9、act rate with customer, as they may like our value rate. We should describe various types of accommodation without any unfavorable comparisons.2. If the rooms are not available, O.O.W.H.T. Procedures will apply: O: Obtain the following information for sales purposes: Guest name, Name of caller, Cont
10、act information. O: Offer alternative room type and date for customer to choose. W: If customer insists on the original room type and date, ask if customer prefers to be on the Do more for customers, and maximize our revenue.PREPARED BY : DORIS XUAPPROVED BY: GILBERT CHAIDESIGNATIONReservations Mana
11、gerSIGNATURE/ DATEDESIGNATION: Director of Sales & MarketingSIGNATURE/DATESTANDARD OPERATION PROCEDURESDEPARTMENT : RESERVATIONS DEPTJOB TITLE : RESERVATIONS AGENTTASK NO: ONE (cont)TASK : RESERVATION PROCEDUREEQUIPMENT REQUIRED : COMPUTER, TELEPHONE WHAT TO DOHOW TO DO ITWHYProcess the Reservation
12、waiting list. - When accommodation becomes available on a night that was previously fully booked, we should refer to the waiting list for that night and choose the most profitable pieces of business from it. - We should inform those bookings chosen and advise them that accommodation has now become a
13、vailable and we would like them to stay with us. - It is beneficial to call the customer even if accommodation has not become available, to apologize for not being able to help and, if possible, to advise them of the nearest hotel that you know which has the space available. H: If guests dont want b
14、e put on the waiting list, recommend an alternative hotel for them. T: Making a turn away record in PMS.a. Key in the booking in PMS. Liaise with other departments to ensure that your promises are fulfilled and exceeded. Builds customer loyalty, it is a safe no-risk method of overbooking, it enables
15、 last minute canceled rooms to be re-sold quickly and profitably.Demonstrates our care to customer and gathers sales information for sales.Deliver good service to customers to meet their expectationPREPARED BY : DORIS XUAPPROVED BY: GILBERT CHAIDESIGNATIONReservations ManagerSIGNATURE/ DATEDESIGNATI
16、ON: Director of Sales & MarketingSIGNATURE/DATEBack click hereSTANDARD OPERATION PROCEDURESDEPARTMENT : RESERVATIONS DEPTJOB TITLE : RESERVATIONS AGENTTASK NO: TWOTASK : TELEPHONE RESERVATION EQUIPMENT REQUIRED : COMPUTER, TELEPHONEWHAT TO DOHOW TO DO ITWHYPick-up the PhoneAnswer the PhoneL.A.E.R. f
17、or Objection, using the telephone courtesy and positive speech a. Phone to be picked up within 3 rings.b. Greet the guest and offer help, smiling through the phone. “Good morning, Reservations, Wang Ping speaking, How may I help you?”c. Listen to the caller carefully and acknowledge immediately usin
18、g customers name.d. Explore the customer needs, and sell the benefits of our hotel to meet customers needs in a friendly, professional and confident voice. e. Respond to the guest and follow up the Reservation Procedures, please refer to the following standard questions to obtain information: - Date
19、 of arrival, No. of nights, Room type and Company name: “What are the arrival and departure dates, please?” “May I have your company name please?” “Which kind of room type do you prefer?” - Name of guest “May I have the guests name Prompt pickup of the call.Show your courtesy and helpfulnessPersonal
20、ize your calls by using names & projecting a feeling of genuine warmth.Keeping the SLI standard, generate the moment of delight of guests.PREPARED BY : DORIS XUAPPROVED BY: GILBERT CHAIDESIGNATIONReservations ManagerSIGNATURE/ DATEDESIGNATION: Director of Sales & MarketingSIGNATURE/DATESTANDARD OPER
21、ATION PROCEDURESDEPARTMENT : RESERVATIONS DEPTJOB TITLE : RESERVATIONS AGENTTASK NO: TWO (cont)TASK : TELEPHONE RESERVATION EQUIPMENT REQUIRED : COMPUTER, TELEPHONEWHAT TO DOHOW TO DO ITWHY “Could you please spell the guests name for me?” “May I reconfirm the guests name with you, is that Mr. Paw, P
22、 for people, A for April and W for window?” “Could you please tell me which one is the family name?” - Name of the caller & contact information: “May I have your name and tel/fax number please?” - Enquiries the arrival time/flight information and check if transportation is required: “What time will
23、Ms.-arrive on 17 Mar.?” “Ms. Wang, Do you have the flight information of Ms. Koo?” “Ms. Fan, Do you need the airport transportation?” - Upselling “We are very pleased to confirm one deluxe room for you at our corporate rate US$120+ . but may I introduce our Value Rate to you which is US$185+ for del
24、uxe room with the following Shangri-Las special Value-added Benefits: (refer to Value Rate) andDo more for customer, put customer first and thank them. Maximize our revenue.PREPARED BY : DORIS XUAPPROVED BY: GILBERT CHAIDESIGNATIONReservations ManagerSIGNATURE/ DATEDESIGNATION: Director of Sales & M
25、arketingSIGNATURE/DATESTANDARD OPERATION PROCEDURESDEPARTMENT : RESERVATIONS DEPTJOB TITLE : RESERVATIONS AGENTTASK NO: TWO (cont)TASK : TELEPHONE RESERVATIONEQUIPMENT REQUIRED : COMPUTER, TELEPHONEWHAT TO DOHOW TO DO ITWHY “You might like to stay on our Horizon Floor, as the rate is only US$50 diff
26、erence but includes the following benefits:” . Superior room design, decor and furnishings. . Daily breakfast . Welcome fruit basket . Unlimited coffee/tea . Two drinks free of charge during the happy hour . Pressing of one suit or dress upon arrival. . Express C/I and C/O. . Late check out at 6pm.
27、- Alternative room type “Mr. Chen, Im sorry the deluxe rooms are fully booked, but we do have a Horizon room available. The rate includes superior room design, decor, furnishings and daily breakfast, etc. and the rate difference is only $50.” - Alternative Date “Im sorry Mr. Chen, the dates requeste
28、d are fully booked. The next available date for the deluxe room is -, Would you like us to reserve the room for you?” PREPARED BY : DORIS XUAPPROVED BY: GILBERT CHAIDESIGNATIONReservations ManagerSIGNATURE/ DATEDESIGNATION: Director of Sales & MarketingSIGNATURE/DATESTANDARD OPERATION PROCEDURESDEPA
29、RTMENT : RESERVATIONS DEPTJOB TITLE : RESERVATIONS AGENTTASK NO: TWO (cont)TASK : TELEPHONE RESERVATIONEQUIPMENT REQUIRED : COMPUTER, TELEPHONE WHAT TO DOHOW TO DO ITWHYRepeat room booking takenFarewell - The Waiting List “Mr. Chen, Im sorry we are fully booked for this period. Can we put you on our
30、 Waiting list? Once a room becomes available, we will contact you immediately.” - Alternative Hotel “Mr. Chen, Im sorry we are fully booked. Perhaps you would like to call the Hyatt Hotel and check if there is a room available. The telephone number is . .”f. Recap the booking taken, read out the boo
31、king clearly“Mr. Pan, you room booking has been confirmed:- name- date of arrival and departure- room type- room rate- remarks- cancellation policyg. Thanks guest for calling, looking forward to seeing him/her or his/her guest in the hotel.Build customer loyalty. and demonstrate your care to the cus
32、tomer to ensure their satisfaction.To avoid discrepancy and show guest that we are professional.To ensure closing conversation is met.PREPARED BY : DORIS XUAPPROVED BY: GILBERT CHAIDESIGNATIONReservations ManagerSIGNATURE/ DATEDESIGNATION: Director of Sales & MarketingSIGNATURE/DATEBack click hereST
33、ANDARD OPERATION PROCEDURESDEPARTMENT : RESERVATIONS DEPTJOB TITLE : RESERVATIONS AGENTTASK NO: THREETASK : FAX/LETTER RESERVATIONEQUIPMENT REQUIRED : COMPUTER WHAT TO DOHOW TO DO ITWHYReceiving the FaxReading the Fax/LetterPreparing the Fax/LetterType the Fax/LetterSending the Fax/LetterFollow up P
34、rocedures a. Check the fax machine to ensure it is in good condition in order to receive incoming messages.b. Reading the F/L carefully to explore exactly what customer needs.c. Fax/Letter preparation, conduct the Reservation Procedures: - If the rooms are available, conduct the A.U. procedures - If
35、 the rooms are not available, conduct the O.O.W.H.T. procedured. Type the F/L in a professional way with all the arrangements which you need to confirm to the customere. Send the F/L at once, ensure the fax will be answered within 24 hours.f. Process the reservation, do everything based on your know
36、ledge and authority and liaise with the department concerned to ensure that your promises are made good.Deliver prompt service to customer to meet and exceed guest expectations. Demonstrate honesty and care to customer, do more to meet customer satisfaction, and build customerloyalty.PREPARED BY : D
37、ORIS XUAPPROVED BY: GILBERT CHAIDESIGNATIONReservations ManagerSIGNATURE/ DATEDESIGNATION: Director of Sales & MarketingSIGNATURE/DATEBack click hereSTANDARD OPERATION PROCEDURESDEPARTMENT : RESERVATIONS DEPTJOB TITLE : RESERVATIONS AGENTTASK NO: FOURTASK : VALUE RATE BOOKINGEQUIPMENT REQUIRED : COM
38、PUTER, TELEPHONE WHAT TO DOHOW TO DO ITWHYQuoting the Value Rate to customer a. Quote the Value Rate to customer first when responding to the telephone, fax or letter reservation, to make Value Rate the first priority of guest choice. b. Ensure that every customer is advised of Value Rate benefits a
39、t the time of reservation. - The standard dialogue or text should be: Mr/Mrs. -, We are delighted to advise you that the (DLXKing) which you have just booked at the Value Rate of ($200) entitles you (your guest) to Shangri-Las special Value-added benefits: -Round-trip airport transfers -Breakfasts daily -Laundry and dry
