【正文】 m member’s booking is 72 hours guarantee booking.”白金卡會員的預訂是72 小時擔保預訂， ) If guest would like you to put his reservation in waiting list, the reservation details should be taken down. 如果客人愿意將預訂放在等候名單中，我們將詳細記下客人的預訂資料。 4. Remend room and quote price. 介紹房間和提供房價資料。 If rooms are available, 如果有房間 Staff: “Mr. Brown, will you travel alone?” 員工：“布萊恩先生，您是單獨一個人旅行嗎？ (Ask this question, in order to remend proper room type according to guest needs. If travel with family, deluxe room above category should be remended. 問這個問題是為了根據(jù)客人的需要介紹適當?shù)姆啃徒o客人，如果是和家人一起旅行，須介紹毫華房以上類型的房間 ) Staff: “We have superior room, deluxe room and suite, which kind of room would you prefer?” 員工：我們有高級房，豪華房，還有套房，請問您喜歡哪種類型的房間呢？ (To be ready for being asked difference between different room category and selling price. Don?t fet upselling.) 隨時為客人提供不同的房間類型及價格，并記得向客人推薦更高等級的客房。 5. Make reservation in system. 在電腦系統(tǒng)里做預訂， (Double confirm the spelling of guest?s name, ensure it?s ，確保正確無誤 ) 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 20 of 54 6. Guarantee booking and obtain contact number. 擔保預訂和聯(lián)系號碼 Staff: “Mr. Brown, may I have your checking in time?” 員工：布萊恩先生，可以知道您到店的時間嗎？ Staff: “Mr. Brown, may I suggest you to guarantee your booking, as hotel occupancy is high on XXX.” 員工：“布萊恩先生，我建議您擔保您的預訂，酒店在 時間住房率比較高 (Explain meaning of guarantee booking. 說明擔保預訂的含意 ) 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：布萊恩先生，您的預訂已經(jīng)擔保了，如果您在 XXX 沒能來入住，我們將在您的信用卡中收取您一晚房費，如果您要更改您的預訂請?zhí)崆?24 小時通知我們。 Staff: “May I have your contact number, Mr. Brown?” 員工：“布萊恩先生，可以知道您的聯(lián)系方式嗎 7. Offer transportation service. 提供交通服務 Staff: “By the way, Mr. Brown, would you like us to arrange pick up service for you?” 員工：布萊恩先生，順便問一下您是否需要我們?yōu)槟才沤铀头漳兀? 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：接送服務是需要傳真和信用卡擔保的，我們收到您的傳真后， 禮賓部同事會盡快回復您。 8. Close selling. (Repeat guest’s reservation 重復客人的預訂 .) 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 RMBXXX.”員工：布萊恩先生我可以重復一個您預訂的詳細情況嗎？您將在 XXX 入住，您的威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 21 of 54 退房日期是 XXX，您定的是豪華房一張大床不吸煙的房間。價格是人民幣 XXX 一個晚上，每天含一個免費早餐，不需要接車服務，您的預房確認號碼是 XXX (Provide hotel address: Our hotel is located in Overseas Chinese Town, opposite to Window Of The World 提供酒店的地址：我們酒店的位置在華僑城，世界之窗的對面 .) 9. Thanks for the reservation. Staff: “Thank you for choosing Crowne Plaza Shenzhen, Mr. Brown.” 員工：布萊恩先生，感謝您選擇深圳威尼斯皇冠假日酒店。 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 22 of 54 SUBJECT: FAX/MESSAGE DELIVERY PURPOSE 目的 The purpose of this procedure is to ensure that the proper steps are taken when delivery fax and message to guest or internal department. 為了更好地確?？腿四軌蚣皶r地收到傳真和留言，特設定相應地步驟去執(zhí)行。 PROCEDURE 步驟 1. Receive the fax 收到傳真 Check the fax machine once you notice the ining fax signal. 一聽到傳真信號的聲音 ， 就須有查傳真機的反應。 Count the total No. of pages. 細數(shù)傳真的頁數(shù)。 2. Sort out all ining faxes and separate the faxes. 把收到的傳真分門別類。 3. Make sure review the fax carefully in case any wrong sending. 仔細閱讀并核對傳真，謹防送錯。 Guest 客人 All the fax amp。 message received must double check with the puter to make sure we do not send them to the wrong room 在收到所有的傳真和留言后，都需反復核對，確保不要誤送錯房間。 Check the name print on fax should tally with the name in LANmark. 客人的名字需和 LANmark 系統(tǒng)的名字一致。 If any fax whose receiver could not be identified, report to supervisor or manager to handle it. 如果傳真不容易辨別是傳給哪一個客人，需及時報告主管或經(jīng)理讓他們去處理。 Inhouse guest: 入住客人 ： 1) Check the name and fill in the guest ining fax control sheet. 查找客人并做登記。 Control sheet item: 登記要素： 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 23 of 54 a) Date 日期 b) Time 時間 c) Room number 房號 d) Guest name 客人姓名 e) Fax number 傳真號碼 f) No. of pages 頁數(shù) g) GSC Agent 收件人 h) Inform to 被通知人 i) Inform time 通知時間 j) Bell name and taken time 行李生名字和接收時間 k) Remark 備注 2) Fill in the guest name and room number on the fax envelope with printed. Inform concierge to send the fax. If guest will c/o on day, please printed “urgent” stamp on it. And call guest room to inform guest, there is a fax ing in, and we will deliver it within 5 minutes. 在信封上填寫客人姓名和房間號碼并通知禮賓部。如果客人是當天離店的話，需在信封蓋上“ URGENT”并同時打電話給客人告之有傳真 ,會在 5 分鐘內送去房間。 For guest arrival: 將到店客人： 1) If the guest will arrive in few days, write down the information on the ining control sheet “remark” and highlight it, and fill in the fax envelope and write exact C/I date and folio no, file them by date. 如果客人將要到店，需在傳真登記表的備注里和信封上標明準確的入住日期和確認 號，并用熒光筆在傳真登記表劃上以做強調。 2) Write the “there is a fax in GSC upon C/I please inform GSC” in the addition remarks. 在電腦系統(tǒng)里的補充備注中輸入“ there is a fax in GSC upon C/I please inform GSC”。 No show and the guest C/O:有預定但未來入住的客人或客人已離店。 1） send it back immediately regarding to the original fax number with “ dear sir/madam, this guest didn?t e last time/has already checked out.” 立即將傳真按原號碼傳回，并注明客人“沒來或已退房” 的字樣。 If there is no fax number: 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 24 of 54 a) write down the information on the ining control sheet “remark” with “no show or c/o” 在傳 真登記表的備注里和信封上標明“ NO SHOW OR C/O” 的字樣和確認號，并用熒光筆在傳真登記表劃上以做強調。 b) Keep the fax f