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1、GRANDCITYHOTEL华丽城酒店Overview概述TheReservationsDepartmentisusuallythefirstpointofcontactbetweenperspectiveclientsandtheHotel,thustheresponsibilityforcreatingtheallimportantfallstoallReservationspersonnel.预订部通常是透视顾客和酒店之间的第一个联系点.这样就要求所有的预订人员有高度的责任心.Thetel
2、ephoneskillsandsalesabilityofReservationspersonnelthereforeplayavitalroleinformingpositiveperceptionsoftheHotelandcompanyamongstpotentialclientsaswellasreinforcingHotelNovotel’shighstandardsandexistingclients.因此预订人员的电话技巧和销售能力在公司和客人之间扮演一个非常重要的角色.Prima
3、ryFunction主要职责TheReservationsDepartmentistoacceptandprocessallreservationsandrequests,controlroomandrateavailability,operateandupdatetheguesthistoryandmaximiseroomsalesthrougheffectiveuseofratecontrols,upsellingandyieldmanagement(onceavailableonthepr
4、opertymanagementsystem).预订部接受并处理所有的预订要求,控制房间和房价,建立和更改客史资料,运用有效的房价控制尽可能多销售房间,高价售房和获得更多的管理效益(要及时地输入在管理系统上).TheReservationsDepartmentisalsoasalesdepartmentinitsownright,sellinghotelroomsandservices.预订部也是一个销售部,销售酒店的房间和服务.MissionandGoal任务和目标TheReservation
5、sDepartmentistopromptlyhandlealltelephonereservationrequestsandesquiresandtoefficientlyandaccuratelyprocessallreservations,inaccordancewiththeestablishedstandardsandprocedures,ensuringcustomersatisfactionandmaximumrevenuesfortheHotel.Inaddition,theRe
6、servationsDepartmentmustmaintainagoodworkingrelationshipwithotherdepartmentswithintheHotelandprovidesamewithoccupancyforecasts,reportsandstatisticaldata.预订部要准确地处理电话预订和询问,并且要有效正确地处理所有预订.在建立标准和程序的同时,要确保客人最大的满足和酒店的最大收入.预订部必须在酒店内同其他部门保持良好的工作关系,并且向他们提供开房率
7、预测,报告和统计数据.GRANDCITYHOTEL华丽城酒店System电脑系统AdvanceDepositAdviseguestthatanadvancedepositwillberequiredifguestwishtosettletheaccountbycash.预付押金如果客人是用现金付帐,就提醒客人需要预付押金.Advisecompanysecretarytofaxoverthebillingletterifshewishtohavechargestobebornbythecompan
8、y.如果由公司付帐就提醒公司的秘书将有关付款说明传真给酒店.AdviseTravelAgentofTourGroups,ifTravelAgentispayingforthesaidchargesincurredbygroup.如果是旅行社付费,就提醒旅行社所应为团队客人承担的费用ConfirmationInformedcallerthatreservationisconfirmedonthedatebookedbutourcut-offtimewillbe6pm.确认告知打电话预订的人,预订保
