XXX大酒店贴身管家服务程序(butler SOP)

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1、*******大酒店管家服务程序Standard:Butlerswillhavebasicknowledgeaboutmattersofticketingandabletocompletesomebasicstepsinresolvingthem.标准：专职管家应有关于机票事宜的基本知识，并能够完成解决这些问题的基本步骤。Procedures:1.              Butlersshallbeknowledgeableoftypeofguestrequestsrelatingtomattersofair-ticketing:§        Reservation:T

2、oreserve/bookaseatonaflightforaguestorpassenger.§        Reconfirmation:Toconfirmwithairlinethatguestisleavingonaparticulardayviaaparticularflight.§        Change:Tochangeguest’sdeparturedate,flightnumber/departuretime.§        Re-route:Changingofdestination.§        Endorsement:Changingofca

3、rrier/airlinecompany.§        Refund:Canonlybedonebyguestfromplaceofissueorpurchasing.2.              Butlershallbeknowledgeableofkeyinformationindicatedonair-ticket:§        Nameofpassengers§        Departuredate/time§        Nameofairlinecompany§        Flightnumber§        Classofseats§  

4、      Fromwhichcitytowhichdestination§        Reservationstatus程序：1.          专职管家在客人各种关机票事宜的要求上应具备足够丰富的知识：§          预定：为客人或乘客在某一航班上保留/预定一个位子。§          确认：与航空公司确认客人将在特定的日期经由特定的航班离开。§          更改：更改客人的离开日期，航班号/离开时间。§          变更旅程：变更目的地。§          迁票：变更航班/航空公司。§          退票：只能经由客人从出票或购票处完成。

5、2.          专职管家应对机票上显示的关键信息足够了解：§          乘客姓名§          离开日期/时间§          航空公司§          航班号§          舱位§          从哪一城市至那一目的地§          预定情况§          机票号§        Ticketnumber§        Validityperiod§        Freebagallowance§        Ticketrestrictions3.        Butlershallalwaysaskforseco

6、nd/thirdoptionsfromguestsuponhandlingtherequests.4.        Butlersshalltakepersonalresponsibilityofsafeguardingguest’sair-ticketsduringtherequestprocess.5.        Forreferencepurpose,butlersshallalwaysaskfornameofairlinestaffwhoheisspeakingtoaftertheydonetherequests.6.        Butlersshallpla

7、ceguestair-ticketinAir-ticketEnvelopeuponhandingitbacktoguestaftercompletingofservice.  7.        Butlersshallalwayshandair-ticketsbacktoguestinperson.§          有效期§          允许随身携带多少包件§          机票限制3.          专职管家在处理这些要求时将总是从客人处询问并得到第二/第三种选择。4.