TAO-RM-RES-D180 Waiting List.doc

THE ST. REGIS SHANGHAI
上海瑞吉红塔大酒店
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task: Waiting List & mend other hotel
任务: 等候名单和推荐其他酒店

Code序号: RM-RES-D180
Objectives: At the end of this session reservations sales agent will be knowing how to handle the situation when a booking can’t be accepted due to either the overbooking of the hotel or a particular room type.
目的: 在课程结束的时候预订部销售文员应懂得当酒店超额预订或由于
某种房型已不能接受预订时,如何正确地处理这种情形。
Standard :
To maximize guest satisfaction and full occupancy, where a booking cannot be accepted due to either the overbooking of the hotel or a particular room type, callers will always be offered the option of being placed on a waiting list.
Preference on the waitlist will be given to SPG members, preferred corporate clients and return guests.
All bookings that cannot be modated at the Hotel will be referred to the Five Star Hotel.
Effort will be made to waitlist the booking first, and details obtained as a sales lead for follow up and future business.
标准:
为了使顾客最大程度地满意, 并得到尽高的出租率, 当由于超预订或要求特殊房型, 而不能接受预订时, 致电者将被列入可被选择等待的名单内。
列在等待名单上的优先安排者将是仕达屋优先客人计划成员, 以及有协议的商务客人及回头客。
所有在瑞吉红塔大酒店不能被接受的预订将被推荐到其他相邻的五星级大酒店。
首先将客人放在预订等待名单上, 并询问客人的有关资料备销售部跟踪。
Resources: Flip Chart, Handout, puter with Oprea terminal
培训器材: 白板,白板纸,培训资料,带Oprea终端的电脑
Method
培训方式
Training Steps
培训步骤
Time
时间
Introduction
介绍
Lecture
教学式
Prepared on Flip Chart
Contents
内