【導讀】提及飯店的名稱可使客人確信電話打到了正確的飯店。如果來電為英語，但酒店的問候為當?shù)卣Z。言的，應最低限度地保證來電者清楚酒店的名稱。如果酒店的名稱無法讓人明白，那么這條標準的。如果來電者在與預定部通話前須聽等候音。樂，不應該持續(xù)超過20秒。預定員必須在20秒音樂內—即相當于電話鈴響3聲內應答?；疽c為問候須用現(xiàn)在時

　　

【正文】 只含房費來降低價格 When: To counter when customer declines the initial rate offer 時間：面對客人謝絕最初報出價格的情形時 Why: By further examining the customer’s motivations, the offer may be tailored to match their needs to close the sale. 原因：通過進一步了解客人的動機，提供適合客人需求的價格以達成銷售 Confidential Page 13 March 2020 Exceptions: When customer accepts the initial offer without objection. 例外：客人毫 無抵觸地接受最初報價時 Asked to proceed with making the booking 征詢是否隨即進行預定 What: Encouraging the customer to make a booking 內容：鼓勵客人做預定 How: Reservation sales agent suggests to the customer (example): 方法：預定員向客人建議 (舉例 )： “Would you like me to go ahead and make a reservation for you? “是否需要我現(xiàn)在就接著為您做預定呢 ?” When: Following confirmation of the room availability and quotation of the room rate. 時間：緊跟著確認過有房并報出房價后 Why: The conversion rate of an enquiry call into a confirmed reservation are highest whilst the customer is on the telephone line. By encouraging the customer to book we minimise the likelihood of them being exposed to external factors that mean they do not call again. To assist in persuading customers who may be uncertain about making a booking the reservation sales agent also advises them of the cancellation policy . they may cancel the booking without penalty if they do so 24 hours prior to arrival (or whatever the cancellation period is). 原因：客人就在電話線上時，將咨詢電話轉化成確認的預定業(yè)務的可能性是最高的。通過鼓勵客人預定可減少客人受外界因素影響的可能性，以免他們不再打回電話給我們。為了幫助勸說那些還不確定是否預定的客人，預定員也要對客人作有關取消預定的規(guī)則介紹。例如：如果客人在預定入住日期的 24 小時前取消預定的話（或 24 小時前的任何時段取消預定），客人將不需支付任何罰金。 Exceptions: None 例外：無 If you do not ask this question, after a silence of 10 seconds the caller will ask to process with the booking but you will be scored NO. 如果你沒提這個問題， 10 秒鐘沉默后，來電者會主動要求做預定，你將得零分。 4 DOCUMENTATION 資料建檔 Requested contact number 索取的聯(lián)系電話 What: Ask guest for a contact telephone number 內容：向客人要一個聯(lián)系電話 How: Reservation sales agent requests the most convenient telephone number 方法：預定員詢問最便于聯(lián)系的電話號碼 “May I have a contact telephone number for you please? “ “請問能給我您的聯(lián)系電話嗎 ?” When: At any stage during the document process. 時間：在相關資料記錄過程中的任何時候 Confidential Page 14 March 2020 Why: To ensure that the hotel is able to contact the guest if required before arrival or after they have stayed. 原因：確保酒店無論是在客人抵達前或離店后 ,只要有需要都能聯(lián)系到客人 Exceptions: None 例外：無 Requested Guarantee 詢求預定擔保 What: Ask the caller to guarantee the reservation and explain the different ways the booking may be guaranteed (credit card, deposit…). 內容：要求來電者作預定擔保 ,并解釋不同的擔保方式 (信用卡，保證金 …… ) How: Reservation sales agent asks the customer, (example) 方法：預定員可詢問客人， (舉例 ) “May I have your credit card details in order to guarantee the booking?” “為了確保你們預定，您能否告訴我您信用卡的詳細信息呢 ?” Do not “force” the guest to guarantee the reservation if he does not want to. If the caller does not have a credit card at the time of the call, suggest to call back later to give credit card details. 如果客人不想做預定擔保時，不要“強迫”客人。如果客人打電話時信用卡不在身邊的話，建議客人隨后再來電提供信用卡詳細信 息。 When: After the making the customer’s booking 時間：在做完客人的預定后 Why: This should be done for all bookings to secure the reservation. If the reservation is guaranteed the guest is less likely to look for another hotel. If the guest needs to cancel he will let the hotel know in advance so the hotel will be able to resell the room. Furthermore it introduces the explanations on cancellation, checkin and check out times… 原因：這一做法應用于所有預定以確保預定無誤。如果預定擔保過了， 客人就不太可能找其他酒店。如果客人需要取消預定，客人會事先通知酒店，酒店就能夠將這房間重新銷售。此外，這樣做也引出了對 取消預定、入住登記時間和離店結賬時間 …… 等等的說明。 Exceptions: None 例外：無 Requested Arrival time 詢求抵達時間 What: Ascertain the customer’s estimated time of arrival at the hotel. 內容：確定客人大致抵達酒店的時間。 How: Reservation sales agent asks the customer, (example) 方法：預定員問客人，（舉例） “What time do you think we could expect you?” “您覺得我們可以在什么時間恭候您大駕光臨呢？” When: After making the customer’s booking 時間：在客人做完預定后 Confidential Page 15 March 2020 Why: The customer’s arrival time will assist in the allocation of the customer’s room. If the guest advises they will be arriving after and has not guaranteed the booking you may advise guarantee. 原因：弄清客人抵達時間將會有助于我們安排客人房間。如果客人告訴說他們將在下午六點以后到達并且還沒有預定擔保的話，你可以建議客人先做預定擔保。 Exceptions: None 例外：無 Advised 6pm room release for non guaranteed bookings 告知沒有做預定擔保的房間會在下午 6點后被取消 What: To inform the customer who has not guaranteed his booking that his room may be release after 6pm if he has not checked in. 內容：告知還沒有做預定擔保的客人，如果他在下午 6點鐘前還沒有辦理入住手續(xù)，他的房間可能會被取消。 How: Reservation sales agent explains (example): 方法：預定員解釋（舉例）： “Please be advised that we release all non guaranteed rooms at 6pm. If you believe you might arrive after 6pm may I advise you to call me back with your credit card details to guarantee the booking” “我想告訴您，我們會在下午六點后取消所有沒有預定擔保的房間。如果您認為 您也許會在下午六點后到達，我能否建議您稍后打回電話告訴我您信用卡的有關信息，我好為您做預定擔保。 ” When: After requesting guarantee if the guest did not guarantee the booking 時間：在征詢客人是否要做預定擔保后，如果客人不做預定擔保的話 Why: Ensures that the caller understands all of the implications of choosing not to give a booking guarantee. 原因：確認來電者明白不做預定擔保會產生的相關后果 Exceptions: If the booking was guaranteed 例外：如果已經做了預定擔保 Advised noshow policy for guaranteed bookings 告知對有預定擔保但未辦入住手續(xù)的處理政策 What: To inform the customer what happens in case of noshow if the reservation is guaranteed and not cancelled. 內容：告訴客人在有預定擔保、但沒有取消預定，又未辦理入住手續(xù)的情況處理 How: Reservation sales agent explains (example) 方法：預定員解釋（舉例） “In case M. Wong decides to cancel his trip please let us know or we will charge one night stay on his credit card.” “如果王先生決定取消他的行程，請及時告訴我們，不然我們將在他的信用卡賬戶上收取一個晚上的房費” When: After requesting guarantee if the guest did guarantee the booking 時間：詢求客人做預定擔保并得到預定擔保后 Confidential Page 16 March 2020 Why: Ensures that the call