【文章內(nèi)容簡介】 fered to the customer. 原因：住 在一個房間的兒童人數(shù)會影響到提供給顧客的房間類型和房價。 (即：加床費，兒童條例 ) Exceptions: Not applicable if the guest is travelling alone. 例外： 不適用單獨旅行的客人。 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 , 必須問每個兒童的年齡，以便決定他們是否享有酒店關于家庭待遇的條例 How: Reservation sales agent asks the customer the ages of all children travelling (example): 方法：預定員須問顧客所有隨行兒童的年齡 (例子 )： ―How many people will be travelling? Are any children travelling?‘ “請問您一行多少人？有兒童同行嗎？” …If yes, ?May I ask their ages?‘ 如果有，“請問他們的年齡是？” 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將享受的家庭優(yōu)惠 When: If advised that children are travelling. 時間：知道有兒童隨行時 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 在一個房間的兒童人數(shù)將會影響提供給顧客的房間類型和房價。 Exceptions: When no children are travelling 例外：當沒有兒童隨行時 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：預定員問訊客人的例子： ―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，應向客人解釋清楚，而不應再介紹此房間的種類和風景? When: After checking for availability on the required dates and the number of people travelling. 時間：確認完客人到達 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：為保證客人預定到 正確的房間類型及避免在辦理入住時出現(xiàn)問題。此類要求決不應由客人方面在電話的最后提出 。 Exceptions: None 例外：無 Confidential Page 8 March 2020 Identified purpose for travel (business, leisure) 確定旅游的目的（商務，休閑） What: Ask the customer‘s purpose for travel 內(nèi)容：詢問顧客旅游的目的 How: Reservation sales agent requests (examples): 方法：預定員問訊客人的例子： ―May I ask if you are travelling on business or is this a private stay?‖ “請問您是商務旅行還是私人旅行？” ―May I ask if you are you travelling on business or leisure?‖ “請問您是商務公干還是休閑旅游？” ―Do you mind if I ask… if it is a leisure trip.‖ “如不介意，請問是休閑旅游嗎？” When: After establishing if familiar with the hotel (where available accessing their Guest History record) 時間： 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：確定他們旅游動機的主要原因，是利用這些信息根據(jù)需求進行有針對性地推薦，即：房價 /房間類型。這也許是促銷的好機會，例如：特殊 場合的 包價。這也是酒店銷售部需要搜集的重要信息。 Exceptions: None. 例外：無 Identified if any Membership card 確定是否有會員卡 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佳卡會員或其他項目的會員（雅高酒店貴賓，飛行計劃?？偷鹊龋? How: By asking the question 方法：問詢的問題 ―May I ask if you are holding any Accor Membership, Mr/Mrs/Ms (insert guest name)?‖ “ XX 先生 /夫人 /小姐，請問您是否擁有某種類型的雅高會員卡呢？” When: After establishing if familiar with the hotel 時間：確認是否熟悉酒店后 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 佳卡的機會也是確保會員打電話時被認知的機會。使得預定員可以即刻提供特別會員房價或根據(jù)對方的積分和里程積分提供相應的房價。 Exceptions: none 例外：無 If travelling on leisure asked if rate room only or with breakfast 如是休閑客人須問房價要否含早餐 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：為休閑客人確認其期望報價是只付房費還是含早餐 How: When speaking with leisure customer ask (examples): 方法：問詢休閑顧客的例子： ―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 點至 10 點提供自助早餐，您想在房費中含早餐嗎？” ―Will you be having breakfast at the hotel? ― “您會在酒店用早餐嗎？” When: After establishing if the customer is travelling for leisure reasons 時間：確認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：明確給客人何種報價并促銷酒店早餐 Exceptions: If customer states they are travelling on business 例外：如果顧客是商務旅行 If travelling on business requested name of pany 如是商務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：跟商務旅行顧客確 認公司名稱 How: Reservation sales agent requests (examples): 方法：預定員問詢的例子： ―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 時間：在確認顧客是商務旅行后 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 旅行的話，他們公司可能已經(jīng)與雅高酒店有合約價格。如果沒有，他們公司就是需要事后轉(zhuǎn)給銷售部的潛在銷售對象。 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 主動銷售 /提出建議 Offered a type of room matching the customer’s needs 推薦一