【正文】 ）8. All Front Office staff should take note that upgrade to next room category could be done for platinum level of Priority Club member. 所有前廳部員工可以將優(yōu)先俱樂部白金卡會員房間升級至下一種房型。 upgrade per DOS as guest is Managing Director of a big pany.所有房間的升級必須獲得授權(quán)并附上說明。6. Front Desk Agent must obtain approval from FOM, AFOM or Reception Manager.前臺員工必須獲得前廳經(jīng)理，前廳副經(jīng)理和接待經(jīng)理的批準。5. If the hotel is short of rooms, AFOM, Reception Manager and Assistant Manager should discuss with the Front Office Manager to decide on which guests should be upgraded. Preference lies with VIP and very regular guest.如果酒店房間不足，前廳副經(jīng)理，接待經(jīng)理和大堂經(jīng)理應(yīng)同前廳經(jīng)理討論并選定哪些客人應(yīng)該被升級。3. Director of Sales, FOM, AFOM and Reception Manager may approve upgrade at any time for certain reason. 銷售總監(jiān)，前廳經(jīng)理，前廳副經(jīng)理和接待經(jīng)理有權(quán)批準升級。2. Guests who are upgraded due to high occupancy should stay in the same room for the full length of stay in order to minimize inconvenience for them. Remend upgrade one or two nights stay guest or paying high rate guest.由于高住房率，被升級的客人在其居停期間應(yīng)被保證入住同一間房，以最小化為其帶來的不便。升級房間只應(yīng)在旺季時發(fā)生。 （如果在客人入住獲取了客人的退房時間須在TravelInf中登記）SUBJECT : FREE ROOM UPGRADE1. Upgrades may occur when a room type reserved is not available due to high occupancy. Front Desk Agent offers guest the next room category and fixes the room rate. Upgrades should only be happened during peak season. It is the responsibility of all Front Office staff to sell rooms according to room types available for sale. 升級可能發(fā)生在高住房率時不能提供客人所定的房型。 （更新在備注中）9. Guest preference. . smoking, nonsmoking, king bed, twin bed, sea view, park view etc. 客人的喜好。 如果客人付現(xiàn)金，數(shù)量及幣種應(yīng)在登記卡上標明。 （在登記卡的背后附上 憑單。6. Room rate and benefits. (Especially breakfast is inclusive or not.) 房價和享有的優(yōu)惠。4. Room number and folio number, market code and source code.房間號碼和確認號，MARKET CODE及SOURCE CODE。2. Guest’s passport or ID number, date of birthday, VISA type, number and expire date.客人在護照或身份證號，生日，簽證種類，簽證號碼，簽證有效期。1. Guest’s full name on passport or ID, including English and Chinese. Guest’s gender.客人在護照或身份證上的全名，包括英文名和中文名?！盨UBJECT : GROUP INFORMATION CHECKRegistration card is the contract between hotel and guest, it must be able to provide the necessary information. When you update the registration card in the Lanmark system the following information should be considered. 入住登記卡是酒店和客人之間的合同，它必需能夠提供必要的信息。）9. Thanks for the reservation.謝謝客人來電。您的確認號是XXX。）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.”員工： “BROWN先生，我為你復(fù)述一下您的預(yù)訂，您在X月X日入住，X月X日退房，不吸煙一張大床的豪華房，房價是XX一晚，包一份早餐?！?. Close selling.結(jié)束賣房?！盨taff: “May I have your contact number, Mr. Brown?”員工：“請留下您的聯(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)接機服務(wù)，我們需要您通過傳真預(yù)訂和信用卡擔保。(Explain meaning of guarantee booking.)（向客人解釋什么是擔保預(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)訂已被擔保，如果當天您未到，我們會從你的信用卡收取一晚的房費。）6. Guarantee booking and obtain contact number.擔保預(yù)訂并提供確認號。）5. Make reservation in system.在電腦里作預(yù)訂。）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，套房，您喜歡哪種呢？”(To be ready for being asked difference between different room category and selling price. Don’t forget upselling.) （準備好被客人詢問各個房間的不同之處及房價。If rooms are available,如果有空房，Staff: “Mr. Brown, will you travel alone?”員工：“BROWN先生，您一個人入住嗎？“(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?shù)姆块g。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?。?白金卡會員如提前72小時預(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， 我們要記下詳細的資料。查看房性。）Guest: “Check in on XXX and check out on XXX.”客人： “我將在XX入住， 在XX退房。”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。查看房情。如前臺員工為客人作預(yù)訂，應(yīng)例行如下：1. Telephone was answered within 3 rings.三聲內(nèi)接聽電話。Make sure: you deliver what you have promised to our guests.確保：你送達對客人的承諾。Remember: 80% of our guests think the benefits and recognition they received are more important than the points and mileage?？褪分幸残栎斎?。確認跟進所有會員優(yōu)惠，例如果盤，報紙等。附送會員手冊，建議客人先了解此計劃。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。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。3. Ask guest if he/she wishes to enroll。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。How to enroll a member?如何邀請客人加入會員？1. Ask guest if he/she is our Priority Club member。3. Deliver what you’ve promised to the newly enrolled members, which is very important to both our 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. 向新加入的會員送達我們的承諾，對酒店和新會員都尤為重要。你應(yīng)當知曉哪種類型的客人有可能被邀請加入我們的會員。You should know