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

　　

【正文】 銷售狀況，也會影響客人入住的體驗，當(dāng)服務(wù)中心的員工為客人做預(yù)訂時，程序如下： Procedures 程序 1. Telephone was answered within 3 rings. 三聲內(nèi)接起電話： 2. Greet guest. 問候客人 “Good morning, Crowne Plaza Shenzhen, 你好 , 深圳威尼斯皇冠假日酒店 ?” 3. Confirm checking in and checkout date. Check room inventory. 確認入住和退房的日期，查看房間可售表 Guest: “I want to make a reservation.” 客人：我想預(yù)訂一個房間 Staff: “How may I address you, sir?” 員工：先生請問怎么稱呼您？ Guest: “This is Steven Brown.” 客人：我是史迪文 .布萊恩 Staff: “Mr. Brown, are you our Priority Club member?” 員工：布萊恩先生，請問您是我們的會員嗎？ Staff: “Did you stay in our hotel before? And may I have you check in and check out date.” 員工：請問您以前住過我們酒店嗎？能知道您入住的日期和離店的日期嗎？ (Ask whether guest is return guest, in order to find out which price has been offered before and also guest’s preference 詢問客人是否是回頭客，是為了方便了解客人喜歡房間的類型和以前的房價 .) Guest: “Check in on XXX and check out on XXX.” 客人：“入住時間是 退房時間是 (GSC Agent must listen carefully about checking in and checkout date. Then check room inventory 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務(wù)中心編制 Page 19 of 53 ，并查看 房間明細表 ) If no room available, 如果沒有房時 Staff: “Sorry, Mr. Brown hotel is fully booked on XXX. Would you like me to put your reservation in waiting list or would you like me to remend another hotel for you?” 員工：不好意思，布萊恩先生，我們酒店在 XXX 滿房，您是否愿意將您的預(yù)訂放在酒店等候名單中，或者為 您推薦其它的酒店 (Remember: PCR platinum member’s booking is 72 hours guarantee booking.”白金卡會員的預(yù)訂是72 小時擔(dān)保預(yù)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(yù)訂放在等候名單中，我們將詳細記下客人的預(yù)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(dāng)?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(yù)訂， (Double confirm the spelling of guest?s name, ensure it?s ，確保正確無誤 ) 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務(wù)中心編制 Page 20 of 53 6. Guarantee booking and obtain contact number. 擔(dān)保預(yù)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(dān)保您的預(yù)訂，酒店在 時間住房率比較高 (Explain meaning of guarantee booking. 說明擔(dān)保預(yù)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(yù)訂已經(jīng)擔(dān)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(yù)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(wù) 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?wù)呢？ 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(wù)是需要傳真和信用卡擔(dān)保的，我們收到您的傳真后， 禮賓部同事會盡快回復(fù)您。 8. Close selling. (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 requirement. The confirmation number is XXX 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務(wù)中心編制 Page 21 of 53 RMBXXX.”員工：布萊恩先生我可以重復(fù)一個您預(yù)訂的詳細情況嗎？您將在 XXX 入住，您的退房日期是 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(wù)，您的預(yù)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。 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務(wù)中心編制 Page 22 of 53 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(shè)定相應(yīng)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(yīng)。 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(fù)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?nèi)ヌ幚怼? Inhouse guest: 入住客人 ： 1) Check the name and fill in the guest ining fax cont