1、Making a new reservationStandard: All reservations will be taken and recorded accurately in a friendly and courteous manner. Guest inquiries regarding the hotel and room facilities will be answered knowledgeably and professionally.Procedures & Guidelines: The procedure for handling a reservation req
2、uest by telephone and at the front desk are the same, except for step 1,2 & 171. Answer the call correctly (see: procedure telephone etiquette) and within three rings2. Ask how you can assist the caller3. Write down the guests name (first name & last name), the guests name shall be used discretely t
3、hroughout the conversation. 4. Ask for the arrival date and arrival timeIf appropriate: ask if the guest would need any transportation 5. Ask for how many nights the guest wants to make a booking6. Ask for the number of persons and the number of rooms (if no. of person is more than 1)7. Check room a
4、vailability and rates in OPERA and explain the different available rooms to the guest. Ask what type of room the guest prefers. 8. Ask if the guest has stayed in our hotel beforeIf yes: look up guest profile in OPERA and use this profile to make the booking, rather than making a new profile. Make su
5、re to check the details of this profile with the guest, to make sure all details are correct and up-to-date.9. Ask if the guest is a member of our Oct Hotel Rewards programIf yes: ask for the guests OHR number and OHR levelIf no: explain what the program entails and ask if the guest would like to be
6、come a member10. Ask for the guests preferences:- king size bed or twin beds- smoking or non-smoking room11. Ask if the guest has any other special requests / preferences12. Ask for the personal details of the guest:- address- contact telephone number- company name- native language13. Explain our gu
7、arantee and 6 pm release policy and ask if the guest wants to guarantee the bookingIf yes: ask for credit card number and its expiry date14. Confirm the booking to the guest:- Repeat the guests name, date of arrival, number of nights, number of persons (and number of rooms if more than 1)- Confirm t
8、he room type, bed type and other special requests- Confirm the room rate15. If possible, give the confirmation number of this booking and ask if the guest wants to receive a confirmation letter.16. If yes: ask for e-mail address or fax number17. Ask if the guest has any other questions or requests 18. Thank the caller for calling and wish guest a pleasant day!
