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1、STANDARDOPERATINGPROCEDURE服务程序标准工作任务：客房预订服务程序 分部门：营销部What做什么How如何做/JobonTask操作细则Why为什么Remarks备注1．电话受理客房预订：1．按照酒店规范的电话用语，三声内接听电话；2．仔细聆听客人的订房需求，并做适当记录；3．礼貌地了解客人姓氏，用客人姓氏称呼，确认客人的订房信息；4．与客人再次核对上述内容，确认无误后及时将信息输入电脑，并将预订单存入预订栏。5．若可以接受预订，向客人通报房价，并适时的进行酒店销售。1．“您好，营销部，请问有什么可以帮您？。”2、查看当日是否可以接受该预订。3．“请
2、问ＸＸ先生/女士您贵姓？”“ＸＸ先生，请问您需预订哪天的什么房间呢？”“预订9月9日两间行政单人间，预计住三天，对吗？4．“ＸＸ先生，请您稍等。”迅速查询客人预订日期的可用房情况；5．“对不起，ＸＸ先生，让您久等了。您预订的行政单人间酒店门市价是ＸＸ元，酒店房价现在实行优惠促销，房价是ＸＸ元，已经包含了服务费，同时每日赠西式自助早餐。用标准规范的技巧准确无误接受客人预订，并收集客人相关信息以便做好提前登记工作，为客人提供更便捷的服务。thecharacteristicsofservicesforleaders.Officepropertydeterminesthefeatur
3、esofOfficeinformationwork.Beforethedecision,tocollectinformation,providethebasisforscientificleadershipdecision;afterthedecisiontocollectvariousreflectingandimplementation,providessupportforleadershipjudgmentandsounddecision-making.Therefore,comradesfromthepolicymakersworkingintheinformatio
4、npointofviewandresearchissues,thebasicpremiseofthisisdoingagoodjob.Atpresentandforatime,informationreportfocuseson,thecity'seconomicandsocialdevelopmentof,newideas,newinitiatives,newexperiences,newissues,importantsocialconditionsandpublicopinion,majoremergenciesandofeconomicandsocialdevelop
5、mentorientation,thesignproblemandforecastinformation.Second,tostrivetoimprovethequalityofinformation.Qualityisthelifeofinformation,agoodpieceofinformationtohelpdecisionmaking,adistortionoftheinformationcouldleadtowrongdecisions.Improvethequalityofinformation,ourfocusis"accurate,fullanddeep,
6、precise,fast"onhardwork."Quasi",istoensuretheauthenticityofinformationandimprovetherelevanceofinformation.InformationsubmittedtotheGovernmentdepartmentsatalllevels,mustcomefromobjectiverealityandreflectthingsastheyare,mustberealisticandmustnothaveanyfalsecontents,nottomisrepresentandfalsepo
7、sitives,aswellasnews,morenews."Full"istopayattentiontothecomprehensivenessoftheinformation,all-round,wide-rangingandmulti-angletocollectandreportinformation,reflectingnotonlythephenomenonalsoreflectstheessence."Deep"istheinformationdepth.Shouldbegoodthro
