酒店前厅部预订管理程序手册-SP-RM-RES-P070 Physically Challenged (v)残疾人设施

1、国际酒店前厅预订管理手册International Hotel Front Office reservation management manual酒店管理之家国际酒店预订操作程序手册Operating procedures manual for international hotel reservationStandard & Procedure国际酒店管理程序标准操作程序手册SOPPosition: Reservations Sales Agent职位：预订部销售文员Department:Front Office/ Reservation 部门：前厅部/预订部部门经理：GM Approva

2、l: Zhang LeiDate: 总经理批准：日期：Task: Physically Challenged Code: RM-RES-P070任务：残疾人设施序号： RM-RES-K070Standard:Reservation Sales associates will handle reservations and inquiries for the physically challenged with good product knowledge in regards to such issues. Every assistance and courtesy will be given

3、 to reservation requests that require physically challenged accommodation. Reservation Sales associates will be familiar with the specialized facilities of those rooms and other facilities in the Hotel that are designed for the physically challenged.标准：1.每一个有关酒店残疾人使用设施的询问将应被正确回答。2.预订部员工将熟悉残疾人用房中的特定设

4、施，并能在电话上向打电话者礼貌地提供帮助。Procedures:Reservation Sales associates will complete a thorough inspection of the rooms and facilities that are available to the physically challenged.Reservation Sales associates will be familiarized with a good understanding of the special facilities and understand the reason

5、s for such an alterations.Reservation Sales associates will advise guests on the accessibility to all food and beverage outlets, public areas and transportation between floors in a wheelchair case.When guests request information about the physically challenged facilities, Reservation Sales associate

6、s will obtain full detail and determine the extent of physical challenge of the guest.When the booking is to be made, Reservation Sales associates will inquire and record all necessary information on any additional assistance that will be needed in receiving the guest on arrival, during the entire p

7、eriod of stay and on departure. For example:A deaf guest will require a manual wakeup call and a special telephone connection or message taking facilities.A blind guest could be traveling with a guide dog, and/or housekeeping may need to rearrange or move certain furniture in the room. Guest Service

8、 Manager will need to conduct a room tour on arrival.When a reservation has been made and entered in the system, clear indication and notation should be made in Opera. This will ensure that in the event of an emergency evacuation special attention can be given to evacuate the physically challenged guest.程序：1.预订部主管或经理会定期组织预订部销售文员作关于酒店设施和残疾人设施的巡查和学习。2.预订部销售文员应熟悉和理解酒店的残疾人设施并理解其原因。3.预订部销售文员应懂得如何通知客人在酒店內使用轮椅时所有餐厅，公共区域和楼层间的通道。4.当客人询问有关残疾设施的信息，预订部销售文员应谨慎地判定客人残疾的程度。5.当作预订时预订部销售文员应询问并记录在客人抵达，入住和离开时需要我们提供什么样的帮助和服务。一个耳聋的客人将需要人工叫醒服务和特殊的电话留言设施一个失明的客人可能带一指路狗，客房部可能需要重新安排或移动客房内某一件