酒店预订部英文工作手册

ReservationManual

DIVISION:ROOMS—DEPARTMENT:RESERVATION

GeneralStandards

Agenttospeakinacourteous,friendly,enthusiasticandpleasantvoice.Haveasmileinyourvoice.

Reservationwillbeaccepted24hoursperday.Whenreservationsdepartmentwillnotbecovered,FrontDeskshouldtakeallcalls

Duringholidayperiods,coverageshouldbeprovidedbyFrontDeskifrequired

Phoneswillbeansweredwithinfive(5)ringsas“Salutation,HotelName,howmayIdirectyourcall”

Offerapologyifunabletoanswerwithinfive(5)rings

Callswillnotbeputonholdformorethanfifteenseconds

Ifalllinesarebusy,apologizetoguest&offertoreturnthecall

Neveraskthecallertocallback

Topersonalizethecall,establishcaller’snameandusethroughouttheconversation

“Goodmorning/afternoon/eveningReservationsthisis………….Speaking”

Agentmusthavealldetailsfor:

allavailablerates,packagesandpromotions

descriptionofthehotel

Reservationpolicy(i.e.:guaranteedreservations,cancellation,depositetc.)

explainroomsize,location&differences“PaintthePicture”

bedtype

check-inandcheck-outtime

hoursofoperationforallF&Bservices

offertomakeaRestaurantreservation

awareofallcurrentpromotionswithinthehotel

useguestsnamethroughoutconversation

spa–sellfacilities

abletotakeadvancereservationsforhealthclubandF&Boutlets

airporttransportationandlimousineservice

generalinformationregardinghotelservicesandfacilities

earlyarrivalpolicy

latecheck-outpolicy

upgrade

ReservationinformationatFrontDeskiscomplete&accuratewhenguestchecksin

Onconfirmation–hotelheadedpaperwithspa&restaurantlogo’stopromotefacilitiestobeused

Allfaxed/e-mailedreservationsshouldbeenteredintothesystemwithintwohoursofreceipt.Anythingreceivedoutwithbusinesshourswillbeenteredintothesystemwithinthefirsthourofbusinessthefollowingday.

Confirmationforreservationsfaxed/e-mailedintothehotelshouldbesentwithintwentyfourhoursofreceipt

Subject:TakingReservation

Availabilityshouldbecheckedbeforeconfirmingareservation

Enterguestnameinguesthistoryfieldtoseeifreservationsshouldbeupdatedtoanexistingguesthistoryaccount

Alwaysascertainifguesthasstayedpreviously.Ifyes,donotaskfordetails.Ifno,askhowtheyheardofus

Ascertainwhetherbusinessorleisureguesttoenableyoutodeterminethecorrectquote

Offerthehighestcategoryofroomsfirst,thanthestandard.Thereshouldbenolostreservationswhenlowerratesareavailable

Explainthedifferentratecategoriesaccordingtoavailabilityandexplainpackagecontents

Closethesalebyaskingforthereservation–determinedatesrequired,roomtype,numberofpeoplestaying

Non-smokingroomrequest(whenavailable)shouldbeascertainedduringthereservation

Givedescriptionofroomandhotelfacilities.Up-sellwhereverpossible

Askthecallerforapproximatearrivaltimeandproposelimousineservice

Inputcompleteinformationforreservationintosystem(i.e.:arrivalanddeparturedates,numberofguests,completenameofguest,address,phoneandfaxnumber,specialrequest,roomtype,rateagreed,creditcarddetails)

Guaranteewithcreditcarddetails

Noteguaranteedstatusinsystem

Advisecallerofcancellationpolicyandpenalties

Givecalleraconfirmationnumber

Givecallercancellationnumber

Readreservationbacktocallerforverification

Alwaysthankthecallerformakingareservation

Alwaysascertainhowcallerheardofthehotel

Sendawrittenconfirmation,includingliteratureonthehotelifneededwithin48hours

Subject:WaitList

Whenhotelisfull,offerregularguestsalternativeaccommodationofsimilarstandard

Subject:GuaranteeStatus

Allreservationsreflectaguaranteeornon-guaranteestatus

Allcallersaremadeawareofthereservationstatus

Guestshouldbeproperlynotifiedwhenadvancepaymentwillbenecessary

Ifdirectbillinghasbeenapproved,thereservationshouldbeguaranteedonlytocompanynamesandaddresses

DirectbillstatusistobeverifiedbyCreditDepartment,ifacallerrequestsaguaranteetoacompanyname

Allguaranteedreservationsshouldbecancelledby1600hrsifthehotelisrunningatahighoccupancy

Subject:SpecialRequests

Allspecialrequestsshouldbehandledinapositivemanner

Specificroomrequestmaybepre-blocked,butguestisinformedthatisrequested,notguaranteed

Preallocationofroomsisnotallowedatthetimeofreservation,exceptforsuitesoranyspecialrequests

SpecialrequestsshouldbenotedinGuestHistoryinthesystemusingthepre-determinedFideliocode

Tracesarerequiredtobesentonatimelybasistoalldepartmentsresponsibleforcarryingoutspecialrequests

Exampleofspecialrequests:

nearelevator

connectingroom

quietroom

non-smoking

cityview

gardenview

earlyarrival

latecheck-out

extrabed

crib

amenityinroom

etc

Subject:GuestHistory

AllinformationregardingguestsspecialrequestsmustbeenteredintotheGuestHistoryfieldwithinFidelio

AllguestsusingmorethanoneRFHotelwillbeofferedthesamestandardsofservice,includingspecialrequests,dietaryrequirementsetc

TheywillalsobeaffordedanylongstaygiftorsimilarlocalequivalenttothesamestandardoftheirregularlyvisitedRFHotel

Subject:AmenityRequests

Callerrequestingamenitymustprovidethefollowing:

methodofpayment

nameofguest

nameandaddressofpersonpayingfortheamenity

telephonenumber

datethattheamenityistobedelivered

ifacardisrequired

messageonthecard

specificamenitythatistobedelivered

Allamenityordersaretobeprocessedwithapayment

Callerrequestingamenitymustbeinformedoftherelativecharge

Countryspecificrulesconcerningthechargingcreditcardsun-sightedmustbefollowed

Subject:DirectBillRequest

Onlycompanieswithavalidcreditaccountwillbeallowedtodirectbillareservation

Allcompanieswithanapproveddirectbillshouldbenotedintothesysteminthecompanies’guesthistory

Thecorrectbillinstructionsshouldberecordedinthereservationnotewithaccuratedirectbillinginstructions.

Allstaffaspartoftheirinductionprocessshouldbefullyawareofthehotelscreditpolicy

Aseparateincidentalfolioshouldbecreatedforalldirectbillingsonroomonlyorroomandbreakfastonlyreservations

GuestrequestingdirectbillingwhohasnotyetestablishedapprovalforsuchshouldbereferredtoAccountingtoestablishanaccount

Alldirectbillinginstructionsshouldbeenteredcorrectlyinthesystem

Thepolicyonlatecharges,i.e.minibar,shouldbethatchargesaremadetothecreditcardinthesystem,aletterwillbesenttotheguestexplainingthis.

Anychargesover$10/£10willbeforwardedontotheguest

Subject:TravelAgentReservations

Whenenteringtheguest’sreservation,ensurethatthetravelagencynumber(IATA)andthetravelagent’snamearenotedinthesystem

Theappropriatecommissionpercentageshouldbeenteredinthesystem

RFHotelspolicyistopaycommissionoverridesonGeneralManagers&/orDirectorofSalesinstructions

Nocommissionswillbepaidfornon-commissionablebusiness

Travelagenciesshouldreceivethecommissionstowhichtheyareentitled

Commissiondecisionsshouldbebasedonmarketnotcompanystatus

Allcommissionispaidwithin30dayswithorwithoutinvoicewhenmoneyhasbeenreceived–excludingdirectbillings(accounttocompany)

Subject:ReservationsforGuestswithDisabilities

Neverassumethatallguestswithdisabilitiesrequirespecialassistance.Whenaguestidentifieshim/herselfasdisabled,askwhat(ifany)specialassistancemaybeneeded

Recordanyspecialrequestsorneedsinthereservationsystem

Blockaccessiblerooms/suitesifneeded

Guestswithdisabilitieswillbeaccommodatedtotheirspecificneeds,ensuringcomfortduringtheirstay

Allhotelstoadheretolocaldisabilitylaws

Subject:VIPReservations

VIPsare:

Allpeoplepayingrackinasuite

Peopleidentifiedbycompanies,i.e.,VPofcompanyholdingafunctionatthehotel

Peoplewhohavehadacertainnumberofstaysattheproperty.Thisistobedecidedbythehotel

PeoplenominatedbytheManagersofsisterRFHotels,ManagingDirectororbytheSeniorStaffofSavannahHouse

Asupervisor/managershouldbenotifiedpromptlyasimportantVIPreservationscomein

AllVIParrivalswillbepersonallymetbytheGeneralManagerorManagerondutyinthehotelandescortedtotheirroom

Pertinentinformationandanybackgroundhistoryshouldbeenteredinthesystemforthereservation

VIPstatusshouldbenotedinthesystem

AnamenityorderformshouldbecompletedfortheVIP

Apersonalizedhand-writtencardfromtheManagingDirector,GeneralManagerorResidentManagerwillaccompanyanamenitytoaguestroom

Subject:ComplimentaryRoomRequests

AllcomproomsmustbeinwritingapprovedbytheManagingDirectororGeneralManager,orappropriateExecutiveCommitteemember

ReservationAgentsarenotauthorizedtocompordiscountaroomwithoutauthorization

Notewhichchargesaretobecomplimentary:

Comproomandtaxonly

Comproomandbreakfast

Compallcharges

Allcompreservationsmusthavesomeformfwrittendocumentationforsupport

EverymorningallcomplimentaryroomsshouldbereviewedbytheFrontOfficeManagerandtheGeneralManager

Subject:EmployeeRoomRequests

Employeesmustsubmitaformalrequestinwritingfortheirrespectivedepartmentmanagerforapproval

AllrequestsforemployeeroomsmustbesubmittedtotheGeneralManagerorResidentManagerforfinalapproval

AllapprovedemployeerequestsshouldbereferredtotheReservationsManager

Employeeroomreservationsenteredintosystemwithappropriatecodes

Subject:ChangestoexistingReservations

Allchangestoanexistingreservationshouldbemadeinthesystematthepointofthecall

Allinformationandchangestotheexistingreservationwillberepeatedbacktothecallertoverifyaccuracy

Ensurethatthereservationrecordisupdated.Advisedepartmentsaffectedbythechange(s)

Iforiginalreservationwasnotguaranteed,advisecallerofthestatusandaskifhe/shewouldliketoguaranteethereservation

Ifitisnotpossibletomakeachangetothereservationduetorestricteddates,alwayssuggestalternativedates,oroffertowaitlistthecaller

Confirmationnumbershouldalwaysbereconfirmedwiththecaller

AllchangesmadeonmanualformaretheresponsibilityoftheReservationistsacceptingthecallandmustbecompletedbytheendofthatshift

Subject:Cancellations

Allreservationsshouldbecancelledinthesystematthetimeofcall

Guestsshouldbeclearlyinformedofanycancellationpenaltyincurred

Guestsaretobegivenacancellationnumber

Advisedepartmentaffectedbythechanges

Acancelledreservationwithanadvanceddepositshouldbeaccompaniedbyacheckrefundrequest

Hotelcanchargeforcancellation,evenifroomhasbeenre-sold.

Subject:No-Shows

Guaranteednoshowstobechargedtogueststhefollowingday

No-showsaretoberesearchedpriortochargingguests

RefundisgivenatGeneralManagerorResidentManager’sdiscretionifanadvancedepositisgiven

ChargefornoshowisatGeneralManager,RevenueManagerorResidentManager’sdiscretion

Alettershouldbesenttogetherwiththeno-showbill(i.e.,“Wearesorryyouwereunabletovisitus,butyourreservationwasheldallnightperyourrequest…etc.”)

Subject:AdvancedDeposits

Processcashorchecksreceivedforadvancedepositsasfollows:

Posttheamountofdepositreceivedtothereservationanddenotethepaymenttype

Filloutaseparatedepositsheetforeachpaymenttype

Aphotocopyofthechecksreceivedforadvancedepositsshouldbeplacedinthecheckfilebook

Processcreditcardadvancedepositsasfollows:

writeontheappropriatevouchertype:

cardaccountnumber

expirationdate

cardholdername

amountofpayment

Callcreditcardcompanyforapproval

Writeapprovalcodeonvoucherindesignatedarea

Writereservationaccountnumberonvoucher

Write“signatureonfile”inthespaceforcardholder’ssignature

Runthevoucherthroughanimprintmachine

Postpaymentamounttotheguestsreservation

Filloutthedepositslipwith:

guestname

reservationnumber

amountofpayment

appropriatetotals

Advanceddepositsaretobecreditedtothecorrectaccount

Advancedepositledgeraccuratelyreflectsallprepaidfunds

Alladvancedepositsdroppedbytheendoftheshift

Guestsshouldreceiveaconfirmationnoticeoftheiradvancedepositpayment

Subject:RefundadvancedDeposits

Cancelledreservationswith