【導(dǎo)讀】{ "error_code": 17, "error_msg": "Open api daily request limit reached" }

　　

【正文】 r 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。這是幫助酒店建立信譽(yù)和提升形象的良機(jī)并保持客人對(duì)酒店的忠誠(chéng)。 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。 詢問客人是否優(yōu)選俱樂部的會(huì)員。 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。 讓客人瀏覽會(huì)員手冊(cè)并介紹會(huì)員所享有的優(yōu)惠，只需強(qiáng)調(diào)最吸引客人的方面， 引起其注意。 19 3. Ask guest if he/she wishes to enroll。 詢問客人是否愿意加入。 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。 向客人索取名片以便幫助客人填寫會(huì)員申請(qǐng)表以減少客人的負(fù)擔(dān)。 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。 如果客人猶豫，不要強(qiáng)加。附送會(huì)員手冊(cè)，建議客人先了解此計(jì)劃。 6. Make sure follow up all the benefits which guest entitles to enjoy, like wele fruit plate and newspaper, etc。 確認(rèn)跟進(jìn)所有會(huì)員優(yōu)惠，例如果盤，報(bào)紙等。 7. Key in guest membership number into guest current folio and also guest history mast. (If he/she has.) 在電腦系統(tǒng)中輸入客人的會(huì)員號(hào)。 客史中也需輸入。 8. Double check the enrollment form, make sure guest name, address and airline membership number are clear and correct before you pass the form to RSVN. 再次確認(rèn)申請(qǐng)表上客人姓名，地址和航空公司會(huì)員號(hào)清晰，正確，然后交由預(yù)定部。 Remember: 80% of our guests think the benefits and recognition they received are more important than the points and mileage。 記住： 80％的客人認(rèn)為他們得到的優(yōu)惠和被認(rèn)知比起積分和里程更為重要。 Make sure: you deliver what you have promised to our guests. 確保：你送達(dá)對(duì)客人的承諾。 20 SUBJECT : MAKE A RESERVATION Actuality of reservation is very important, it can help to control room inventory, and also affect guest’ s checking in experience. When Front Desk Agent makes a reservation for guest, the following procedure should be done. 預(yù)訂的正確性十分重要，它有助于控制酒店房間，也影響到客人入住經(jīng)歷。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)接聽電話。 2. Greet guest. “Good evening, Front Desk, this is XXX, how can I help you?” 問候客人：“晚上好，這是前臺(tái)，我是 XXX，請(qǐng)問有什么能幫到您？” 3. Confirm checking in and checkout date. Check room inventory. 確認(rèn)入住及退房日期。查看房情。 Guest: “ I want to make a reservation.” 客人：“我想作個(gè)預(yù)訂。 ” Staff: “ How may I address you, sir?” 員工：“我怎樣稱呼您呢，先生？” Guest: “ This is Steven Brown.” 客人 ：“ 我是 STEVEN BROWN?！? Staff: “ Mr. Brown, are you our Priority Club member?” 員工： “ BROWN 先生，請(qǐng)問您是我們酒店優(yōu)選俱樂部會(huì)員嗎？” Staff: “ Did you stay in our hotel before? And may I have you checking in and checkout date.” 員工：“以前有住過我們的酒店嗎？ 請(qǐng)問何時(shí)入住和退房呢？” (Ask whether guest is return guest, in order to find out which price has been offered before and also guest’ s preference.) （看客人是否有客史，根據(jù)客史資料找出以前提供的房?jī)r(jià)，以及客人的喜好。 ） Guest: “ Check in on XXX and check out on XXX.” 客人： “我將在 XX 入住， 在 XX 退房。 ” (Front Desk Agent must listen carefully about checking in and checkout date. Then check room inventory properly.) （前臺(tái)員工需仔細(xì)聆聽入住時(shí)間，退房時(shí)間。查看房性。） If no room available, 如果沒有房間 Staff: “ Sorry, Mr. Brown hotel is fully booked on XXX. Would you like me to put 21 your reservation in waiting list or would you like me to remend another hotel for you?” 員工：“對(duì)不起， BROWN 先生，在 XX 天房間已預(yù)訂滿了。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?。? 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。 4. Remend room and quote price. 推薦房間并報(bào)價(jià)。 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。如果和家人入住，我們則推薦豪華房以上的房型。 ） 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)備好被客人詢問各個(gè)房間的不同之處及房?jī)r(jià)。 記住推銷高等級(jí)的房間。） 5. Make reservation in system. 在電腦里作預(yù)訂。 (Double confirm the spelling of guest’s name, ensure it is correct.) （確認(rèn)客人姓名拼寫正 確。 ） 6. Guarantee booking and obtain contact number. 擔(dān)保預(yù)訂并提供確認(rèn)號(hào)。 Staff: “ Mr. Brown, may I have your checking in time?” 員工： “ BROWN 先生，請(qǐng)問您幾點(diǎn)入住酒店呢？” Staff: “ Mr. Brown, may I suggest you to guarantee your booking, as hotel occupancy is high on XXX.” 員工：“ BROWN先生，因?yàn)?住房率比較高，所以我建議您擔(dān)保您的預(yù)訂。 (Explain meaning of guarantee booking.) 22 （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)。如果你的預(yù)訂有變動(dòng)，請(qǐng)?jiān)谀ㄈ胱∪涨?24 小時(shí)通知酒店。 ” 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)，我們需要您通過傳真預(yù)訂和信用卡擔(dān)保。一旦我們收到您的傳真，我們 禮賓部會(huì)盡快和您聯(lián)系安排接機(jī)事宜。 ” 8. Close selling. 結(jié)束賣房。 (Repeat guest’ s reservation.) （重復(fù)客人的預(yù)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 r