1、國際酒店前廳預(yù)訂管理手冊International Hotel Front Office reservation management manual酒店管理之家國際酒店預(yù)訂操作程序手冊O(shè)perating procedures manual for international hotel reservationStandard & Procedure國際酒店管理程序標(biāo)準操作程序手冊SOPPosition: Reservations Sales Agent職位：預(yù)訂部銷售文員Department:Front Office/ Reservation 部門：前廳部/預(yù)訂部部門經(jīng)理：GM Approva

2、l: Date: 總經(jīng)理批準：日期：Task: Star Choice Code: RM-RES-S040任務(wù)：選擇計劃序號： RM-RES-S040Standard: All Reservation Sales associates will be able to fully explain the features and membership privileges of StarChoice program to guests over the telephone and demonstrate knowledgeable selling skills to promote member

3、ships.標(biāo)準：所有預(yù)訂部銷售文員應(yīng)能向來電人解釋該項“選擇”項目的特點及 會員能享受到的權(quán)益，并能巧妙地運用銷售技巧來推銷該項目。Procedures: All Reservation Sales associates will attend Choice training. Review and refreshment sessions on these programs will be conducted from time to time.Up to date materials on membership, benefits, current promotions and appl

4、ication details for Choice will be readily accessible in the operations manual.Sufficient enrollment forms will be available in Reservation Sales Department.Reservation Sales associates will be familiar with the following details of Choice, and be able to answer frequently asked questions on members

5、hip enrollment, application procedures and benefits.Reservation Sales associate will offer to send appropriate materials and application forms as requested and will log all inquiry details for necessary follow up.If the Reservation Sales associates identify other business opportunities, the call wil

6、l be transferred to the Sales Department or have details taken and pass to the Sales Department to follow up.What is Choice?A frequent booker programRewards corporate travel ARRANGERS for booking their companys travelers at and Hotels.Not for travel agents.Membership and benefit details?There is no

7、charge for membership Sales and Marketing department can assist inquirer with applications.Members will be given a Choice membership card and numberFor each 1-room night booked and used at participating hotel the Choice member will receive 100 Choice Miles.Accumulated Miles can be redeemed by the me

8、mber (Minimum 1500) for a variety of rewards, including Gift check, accommodation, Dining certificate to a certain value, etc depending on the amount of miles. For example, for 6500 miles, the member could enjoy 1 night accommodation at a Category 4 property such as Wuxi Hotel and Towers, or for 400

9、0 miles, the member could enjoy a $90 US Dining certificate. What is not eligible?All reservations made by the member are eligible, except complimentary accommodation, no-show and cancellations and group of 10 or more.Additional InformationMember can redeem their miles for rewards by completing an A

10、ward Order Form and faxing it to Starchoice head quarters in Singapore at 65 324 2215.Memberships are issued to INDIVIDUALs, not companies. If a member leaves one company, he/she will take membership and miles with them.Like , whilst the rewards are complimentary to the member, the hotel will receiv

11、e revenue from Choice on presentation and invoice of the Award certificates.程序：所有預(yù)訂部銷售文員應(yīng)經(jīng)常參加有關(guān)“選擇”項目的培訓(xùn)，復(fù)習(xí)和更新。 每個預(yù)訂部銷售文員都應(yīng)該有最新的資料，其中列明了關(guān)于會員標(biāo)準、享受的權(quán)益，當(dāng)前的促銷活動，申請的細節(jié)等等情況。 預(yù)訂部應(yīng)儲備足夠量的會員申請單。預(yù)訂部銷售文員應(yīng)熟知該項目的所有細節(jié)，并能回答一些常規(guī)提問 ，如會員入會，申請程序及利益等。 預(yù)訂部銷售文員可以應(yīng)客人要求寄出宣傳單及申請表格，并記錄下 有關(guān)細節(jié)進行跟蹤。 如果預(yù)訂部銷售文員發(fā)現(xiàn)來電者想更詳細地了解該項目，預(yù)訂部銷

12、售文員可將電話轉(zhuǎn)至銷售部進一步跟蹤。 什么是“選擇”項目？ 是一種獎勵經(jīng)常訂房人的項目 給予公司，旅行社訂房人預(yù)訂喜來登和酒店的獎勵。 不適用于旅行社 會員資格及可享有的利益 無需任何入會費用 銷售部會幫助安排申請者入會之后會給出會員 會員卡及號碼 在參加該項目的任何酒店內(nèi)入住一晚，會員將得到100 個點數(shù) 當(dāng)點數(shù)積累至一定數(shù)量時(至少1500)，會員可換取各種獎勵，如 禮品支票，住宿或是相應(yīng)價值的餐券。比如:6500點數(shù)，會員可 在等級為4的酒店獲得免費住宿一晚；4000點，則能獲得 一張價值90美元的用餐單 不適用范圍 所有由會員做的預(yù)訂均適用于該項目，除了那些免費住宿的， 有預(yù)訂但未住宿的，取消預(yù)訂的以及10人以上團隊住宿的。 其它的信息 當(dāng)會員需要用點數(shù)來換取某種獎勵時，可填寫?yīng)剟钌?/p>