【正文】 y in your room?” “Please make sure everything is with you.” 保險(xiǎn)柜。） “謝謝您， XXX先生?！? “請(qǐng)問(wèn)您是否需要我?guī)湍谏虾ｎA(yù)定我們的姐妹酒店呢？ ” (If answer is negative.) “Thank you to let us know. I will tell my manager personally. Sorry about any inconvenience caused to you.” 15 （如回答是否定的。 10. Ask the guest if he needs bell service for his luggage and transportation. “Mr. _____, shall I call a bell boy to collect your luggage? W ould you like me to arrange transportation for you?” 詢(xún)問(wèn)客人是否需要我們的行李生幫他拿行李及訂車(chē)。 “感謝您入住我們酒店， XXX先生。”或“預(yù)祝您有個(gè)安全的旅程。 3. Preblock rooms and inform HSKP to clean up as soon as possible. 預(yù)先安排房間，通知客房部盡快打掃。 5. Group room status should be monitored regularly to ensure all rooms are ready before group arrival. 時(shí)刻留意房態(tài)，確保在團(tuán)隊(duì)到達(dá)前所有房間處于可賣(mài)狀態(tài)。 7. Communicate with anizer for charges that won’t be covered by travel agent or pany and get deposit for these charges. 于組織者溝通，確認(rèn)不由旅行社或公司支付的費(fèi)用的付費(fèi)方式。 10. Update necessary information in system and distribute inhouse group information form with arrival summary report to the concerned departments. 在電腦系統(tǒng)里輸入必要的資料。 2. Ask tour guide name of the group. Inform HSKP group checkout. Retrieve inhouse group information form. 和團(tuán)隊(duì)導(dǎo)游確認(rèn)團(tuán)名并通知客房部退房。 5. Print out charges that are not covered by travel agent or pany, and hand it over to anizer. Settle those charges with anizer’s help. 打印出不被公司或旅行社支 付的費(fèi)用的帳單給組織者。 8. Attach reservation fax, rooming list, all supporting bills with master bill. If master folio balance is zero, submit to Account, otherwise put all in c/o with balance drawer in back office for future reference. 附預(yù)定傳真，房號(hào)表及所有小單于總帳單。 1. To be familiar with the program。 You should know which type of guests are possible to be enrolled as our members, normally, frequent travelers requesting mileage, individual guests who is not tourist travelers, corporate guests, guest who traveling to or from a country where we have sister hotels, etc。 3. Deliver what you’ve promised to the newly enrolled members, which is very important to both our guests and our hotel. It is the time for you to help hotel to build up credit and image, and keep guest loyalty to hotel. 向新加入的會(huì)員送達(dá)我們的承諾，對(duì)酒店和新會(huì)員都尤為重要。 20 2. Show guest the brochure and introduce the benefits, do not list all the benefits, emphasize the most attractive benefit to guest to draw his/her attention。 4. Ask for guest name card to help guest to fill the form to reduce the burden, do not let guest feel trouble to fill the form。附送會(huì)員手冊(cè)，建議客人先了解此計(jì)劃。 客史中也需輸入。 Make sure: you deliver what you have promised to our guests. 確保：你送達(dá)對(duì)客人的承諾。查看房情。 ） Guest: “ Check in on XXX and check out on XXX.” 客人： “我將在 XX 入住， 在 XX 退房。您愿意我們把您的預(yù)訂放在等候名單嗎？ 或者推薦其他酒店給您？“ (Remember: PCR platinum member’ s booking is 72 hours guarantee booking.) （記住： 白金卡會(huì)員如提前 72小時(shí)預(yù)訂，酒店必須提供房間） If guest would like you to put his reservation in waiting list, the reservation details should be taken down. 如客人愿意被列入等候名單， 我們要記下詳細(xì)的資料。 ） Staff: “ We have superior room, deluxe room and suite, which kind of room would you prefer?” 員工：“我們有高級(jí)房，豪華房，套房，您喜歡哪種呢？” (To be ready for being asked difference between different room category and selling price. Don’t fet upselling. ) （準(zhǔn)備好被客人詢(xún)問(wèn)各個(gè)房間的不同之處及房?jī)r(jià)。 ） 6. Guarantee booking and obtain contact number. 擔(dān)保預(yù)訂并提供確認(rèn)號(hào)。 ” Staff: “ May I have your contact number, Mr. Brown?” 員工：“請(qǐng)留下您的聯(lián)系電話， BROWN 先生 .” 7. Offer transportation service. 提供接送服務(wù) Staff: “ By the way, Mr. Brown, would you like us to arrange pick up service for you?” 員工：“另外， BROWN先生，您需要我們?yōu)槟峁┙訖C(jī)服務(wù)嗎？” Staff: “ For the transportation service, fax and credit card guarantee are required. Once we received your fax, our Concierge will contact you for arrangement.” 員工： “有關(guān)接機(jī)服務(wù)，我們需要您通過(guò)傳真預(yù)訂和信用卡擔(dān)保。） Staff: “ Mr. Brown, may I repeat your reservation details?You will be checking in on XXX, and checking out on XXX. Nonsmoking and king bedded deluxe room for you. The price is RMBXXX per night including daily breakfast. No transportation requirement. The confirmation number is XXX.” 。 ” 8. Close selling. 結(jié)束賣(mài)房。 (Explain meaning of guarantee booking.) （向客人解釋什么是擔(dān)保預(yù)訂） Staff: “ Mr. Brown, your booking is guaranteed, if you are noshow on XXX, one night room rate will be charged to your credit card as penalty. If you would like to change your reservation, hotel should be informed 24 hours in advance.” 員工：“ BROWN先生， 您的預(yù)訂已被擔(dān)保，如果當(dāng)天您未到，我們會(huì)從你的信用卡收取一晚的 房費(fèi)。） 5. Make reservation in system. 在電腦里作預(yù)訂。 If rooms are available, 如果有空房， Staff: “ Mr. Brown, will you travel alone?” 員工：“ BROWN先生，您一個(gè)人入住嗎？“ (Ask this question, in order to remend proper room type according to guest needs. If travel with family, deluxe room above category should be remend.) （根據(jù)客人需要安排適當(dāng)?shù)姆块g。查看房性。 ” Staff: “ How may I address you, sir?” 員工：“我怎樣稱(chēng)呼您呢，先生？” Guest: “ This is Steven Brown.” 客人 ：“ 我是 STEVEN BROWN。如前臺(tái)員工為客人作預(yù)訂，應(yīng)例行如下： 1. Telephone was answered within 3 rings. 三聲內(nèi)接聽(tīng)電話。 Remember: 80% of our guests think the benefits and recognition they received are more important than the points and mileage。 確認(rèn)跟進(jìn)所有會(huì)員優(yōu)惠，例如果盤(pán)，報(bào)紙等。 5. If guest is hesitated, do not try to push guest to enroll, give guest one brochure and suggest him/her to read it first。 3. Ask guest if he/she wishes to enroll。 How to enroll a member? 如何邀請(qǐng)客人加入會(huì)員？ 1. Ask guest if he/she is our Priority Club member。 你應(yīng)當(dāng)知曉哪種類(lèi)型的客人有可能被邀請(qǐng)加入我們的會(huì)員。 只有當(dāng)熟悉了此計(jì)劃的所有信息，你方能向客人介紹所有的入會(huì)條件及會(huì)員優(yōu)惠，讓客人有興趣加入并成為我們的回頭客。 19 SUBJECT : PCR ENROLLMENT Priority Club Reward is a frequency traveler program of IHG, which is important for our hotel, because members represent a substantial part of our repeat business. 優(yōu)選俱樂(lè)部會(huì)員獎(jiǎng)勵(lì)計(jì)劃是洲際酒店集團(tuán)的?？陀?jì)劃，對(duì)我們酒店非常重要，因?yàn)闀?huì)員扮演著重要的回頭客角色。 6. Check outstanding charges regularly