【文章內(nèi)容簡(jiǎn)介】 fered to the customer. 原因：住 在一個(gè)房間的兒童人數(shù)會(huì)影響到提供給顧客的房間類型和房?jī)r(jià)。 (即：加床費(fèi)，兒童條例 ) Exceptions: Not applicable if the guest is travelling alone. 例外： 不適用單獨(dú)旅行的客人。 Confidential Page 7 March 2020 Identified Child (ren)’s age(s) 確定兒童的年齡 What: If children are travelling, it‘s mandatory to ask the age of each child to determine if they are eligible to benefit from the hotel‘s family policy 內(nèi)容： 如果有兒童隨行 , 必須問(wèn)每個(gè)兒童的年齡，以便決定他們是否享有酒店關(guān)于家庭待遇的條例 How: Reservation sales agent asks the customer the ages of all children travelling (example): 方法：預(yù)定員須問(wèn)顧客所有隨行兒童的年齡 (例子 )： ―How many people will be travelling? Are any children travelling?‘ “請(qǐng)問(wèn)您一行多少人？有兒童同行嗎？” …If yes, ?May I ask their ages?‘ 如果有，“請(qǐng)問(wèn)他們的年齡是？” According to the brand policy, explain the benefits of the hotel‘s family policy when staying with children at the hotel 根據(jù)酒店的品牌規(guī)定介紹如兒童隨行時(shí)將享受的家庭優(yōu)惠 When: If advised that children are travelling. 時(shí)間：知道有兒童隨行時(shí) Why: The number of children to be acmodated in a room will influence the choice of room type and determine the room rate offered to the customer 原因：住 在一個(gè)房間的兒童人數(shù)將會(huì)影響提供給顧客的房間類型和房?jī)r(jià)。 Exceptions: When no children are travelling 例外：當(dāng)沒(méi)有兒童隨行時(shí) Identified required room type 確定房間的類型 What: Identify what type of room is needed 內(nèi)容：確定所需要的房間類型 How: Reservation sales agent asks the caller for example: 方法：預(yù)定員問(wèn)訊客人的例子： ―Would you prefer a king size bed or two twin beds?‖ “您喜歡一張大床還是兩張單人床？” ―Will you require a smoking or non smoking room?‖ “您需要吸煙房還是無(wú)煙房？” If a type of room is not available do not offer it and explain it to the guest. Do not propose here categories of rooms, views… 如果某種類型房間已訂滿，就不要再推薦，應(yīng)向客人解釋清楚，而不應(yīng)再介紹此房間的種類和風(fēng)景? When: After checking for availability on the required dates and the number of people travelling. 時(shí)間：確認(rèn)完客人到達(dá) 日期的總房態(tài)及入住人數(shù)后 Why: This is a must to ensure the right room type is booked for the guest and avoid any problems upon checkin at the hotel. The guest should not have to request this at the end of the call. 原因：為保證客人預(yù)定到 正確的房間類型及避免在辦理入住時(shí)出現(xiàn)問(wèn)題。此類要求決不應(yīng)由客人方面在電話的最后提出 。 Exceptions: None 例外：無(wú) Confidential Page 8 March 2020 Identified purpose for travel (business, leisure) 確定旅游的目的（商務(wù)，休閑） What: Ask the customer‘s purpose for travel 內(nèi)容：詢問(wèn)顧客旅游的目的 How: Reservation sales agent requests (examples): 方法：預(yù)定員問(wèn)訊客人的例子： ―May I ask if you are travelling on business or is this a private stay?‖ “請(qǐng)問(wèn)您是商務(wù)旅行還是私人旅行？” ―May I ask if you are you travelling on business or leisure?‖ “請(qǐng)問(wèn)您是商務(wù)公干還是休閑旅游？” ―Do you mind if I ask… if it is a leisure trip.‖ “如不介意，請(qǐng)問(wèn)是休閑旅游嗎？” When: After establishing if familiar with the hotel (where available accessing their Guest History record) 時(shí)間： 在確立是否熟悉酒店后 ( 有客戶史的可查客人歷史記錄 ) Why: To determine the main ?driver‘ behind the reason for their travel and use this information in tailoring remendations to meet their needs . rate / room type. It may also reveal opportunities to up sell, for example, in the event of a special occasion . packages. This information is also important to capture for the hotel / resort‘s Sales Department 原因：確定他們旅游動(dòng)機(jī)的主要原因，是利用這些信息根據(jù)需求進(jìn)行有針對(duì)性地推薦，即：房?jī)r(jià) /房間類型。這也許是促銷的好機(jī)會(huì)，例如：特殊 場(chǎng)合的 包價(jià)。這也是酒店銷售部需要搜集的重要信息。 Exceptions: None. 例外：無(wú) Identified if any Membership card 確定是否有會(huì)員卡 What: Ascertain if the customer is a current member of Advantage Plus programme or other membership programme (Accor hotels Favourite Guest, Frequent Flyer…) 內(nèi)容：確定顧客 是否是 A佳卡會(huì)員或其他項(xiàng)目的會(huì)員（雅高酒店貴賓，飛行計(jì)劃?？偷鹊龋? How: By asking the question 方法：?jiǎn)栐兊膯?wèn)題 ―May I ask if you are holding any Accor Membership, Mr/Mrs/Ms (insert guest name)?‖ “ XX 先生 /夫人 /小姐，請(qǐng)問(wèn)您是否擁有某種類型的雅高會(huì)員卡呢？” When: After establishing if familiar with the hotel 時(shí)間：確認(rèn)是否熟悉酒店后 Why: This is an opportunity to promote the Advantage Plus program as well as ensuring members are recognised when calling. It allows the reservation sales agent to immediately offer the special Membership room rates or rates qualifying for points/mileage. 原因： 這是推廣 A 佳卡的機(jī)會(huì)也是確保會(huì)員打電話時(shí)被認(rèn)知的機(jī)會(huì)。使得預(yù)定員可以即刻提供特別會(huì)員房?jī)r(jià)或根據(jù)對(duì)方的積分和里程積分提供相應(yīng)的房?jī)r(jià)。 Exceptions: none 例外：無(wú) If travelling on leisure asked if rate room only or with breakfast 如是休閑客人須問(wèn)房?jī)r(jià)要否含早餐 What: For customers travelling for leisure reasons confirm if they want a quotation for room only or including breakfast. Confidential Page 9 March 2020 內(nèi)容：為休閑客人確認(rèn)其期望報(bào)價(jià)是只付房費(fèi)還是含早餐 How: When speaking with leisure customer ask (examples): 方法：?jiǎn)栐冃蓍e顧客的例子： ―We offer buffet breakfast every morning from 6am to 10am. Would you like this included in your room rate? “我們每天 早上 6 點(diǎn)至 10 點(diǎn)提供自助早餐，您想在房費(fèi)中含早餐嗎？” ―Will you be having breakfast at the hotel? ― “您會(huì)在酒店用早餐嗎？” When: After establishing if the customer is travelling for leisure reasons 時(shí)間：確認(rèn)顧客是否是休閑旅游客人后 Why: To know which rate to quote the guest and promote the hotel breakfast. 原因：明確給客人何種報(bào)價(jià)并促銷酒店早餐 Exceptions: If customer states they are travelling on business 例外：如果顧客是商務(wù)旅行 If travelling on business requested name of pany 如是商務(wù)旅行客人須要到公司名稱 What: For customers travelling on business confirm the name of their pany 內(nèi)容：跟商務(wù)旅行顧客確 認(rèn)公司名稱 How: Reservation sales agent requests (examples): 方法：預(yù)定員問(wèn)詢的例子： ―May I request the name of your pany?‖ “我能知道貴公司的名稱嗎？” ―Does you pany have a contract with our hotel?‖ “您的公司與我們酒店有合約嗎？” When: After establishing if the customer is travelling for business reasons 時(shí)間：在確認(rèn)顧客是商務(wù)旅行后 Why: If the customer is travelling on business their pany may have already establish a contracted acmodation rate with Accor Hotels. If this is not the case, their pany is a potential sales lead to pass onto the Sales Department. 如果顧客是 商務(wù) 旅行的話，他們公司可能已經(jīng)與雅高酒店有合約價(jià)格。如果沒(méi)有，他們公司就是需要事后轉(zhuǎn)給銷售部的潛在銷售對(duì)象。 Exceptions: If the customer states they are travelling on leisure 例外：如果顧客聲明是休閑旅行 Reservation SALES INITIATIVE/RECOMMENDATION 主動(dòng)銷售 /提出建議 Offered a type of room matching the customer’s needs 推薦一