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1、国际酒店前厅预订管理手册International Hotel Front Office reservation management manual国际酒店预订操作程序手册Operating procedures manual for international hotel reservationStandard & Procedure国际酒店管理程序标准操作程序手册SOPPosition: Reservations Sales Agent职位：预订部销售文员Department:Front Office/ Reservation 部门：前厅部/预订部部门经理：GM Approval: Dat
2、e: 总经理批准：日期：Task: Star Choice Code: RM-RES-S040任务：选择计划序号： RM-RES-S040Standard: All Reservation Sales associates will be able to fully explain the features and membership privileges of StarChoice program to guests over the telephone and demonstrate knowledgeable selling skills to promote memberships.
3、标准：所有预订部销售文员应能向来电人解释该项“选择”项目的特点及 会员能享受到的权益，并能巧妙地运用销售技巧来推销该项目。Procedures: All Reservation Sales associates will attend Choice training. Review and refreshment sessions on these programs will be conducted from time to time.1. Up to date materials on membership, benefits, current promotions and applica
4、tion details for Choice will be readily accessible in the operations manual.2. Sufficient enrollment forms will be available in Reservation Sales Department.3. Reservation Sales associates will be familiar with the following details of Choice, and be able to answer frequently asked questions on memb
5、ership enrollment, application procedures and benefits.4. Reservation Sales associate will offer to send appropriate materials and application forms as requested and will log all inquiry details for necessary follow up.5. If the Reservation Sales associates identify other business opportunities, the
6、 call will be transferred to the Sales Department or have details taken and pass to the Sales Department to follow up.What is Choice? A frequent booker program Rewards corporate travel ARRANGERS for booking their companys travelers at and Hotels. Not for travel agents.Membership and benefit details?
7、 There is no charge for membership Sales and Marketing department can assist inquirer with applications. Members will be given a Choice membership card and number For each 1-room night booked and used at participating hotel the Choice member will receive 100 Choice Miles.Accumulated Miles can be red
8、eemed by the member (Minimum 1500) for a variety of rewards, including Gift check, accommodation, Dining certificate to a certain value, etc depending on the amount of miles. For example, for 6500 miles, the member could enjoy 1 night accommodation at a Category 4 property such as Wuxi Hotel and Tow
9、ers, or for 4000 miles, the member could enjoy a $90 US Dining certificate. What is not eligible? All reservations made by the member are eligible, except complimentary accommodation, no-show and cancellations and group of 10 or more.Additional Information Member can redeem their miles for rewards b
10、y completing an Award Order Form and faxing it to Starchoice head quarters in Singapore at 65 324 2215. Memberships are issued to INDIVIDUALs, not companies. If a member leaves one company, he/she will take membership and miles with them. Like , whilst the rewards are complimentary to the member, th
11、e hotel will receive revenue from Choice on presentation and invoice of the Award certificates.程序：所有预订部销售文员应经常参加有关“选择”项目的培训，复习和更新。 1. 每个预订部销售文员都应该有最新的资料，其中列明了关于会员标准、享受的权益，当前的促销活动，申请的细节等等情况。 2. 预订部应储备足够量的会员申请单。3. 预订部销售文员应熟知该项目的所有细节，并能回答一些常规提问 ，如会员入会，申请程序及利益等。 4. 预订部销售文员可以应客人要求寄出宣传单及申请表格，并记录下 有关细节进行跟踪
12、。 5. 如果预订部销售文员发现来电者想更详细地了解该项目，预订部销售文员可将电话转至销售部进一步跟踪。 什么是“选择”项目？ 是一种奖励经常订房人的项目 给予公司，旅行社订房人预订喜来登和酒店的奖励。 不适用于旅行社 会员资格及可享有的利益 无需任何入会费用 销售部会帮助安排申请者入会 之后会给出会员 会员卡及号码 在参加该项目的任何酒店内入住一晚，会员将得到100 个点数 当点数积累至一定数量时(至少1500)，会员可换取各种奖励，如 礼品支票，住宿或是相应价值的餐券。比如:6500点数，会员可 在等级为4的酒店获得免费住宿一晚；4000点，则能获得 一张价值90美元的用餐单 不适用范围 所有由会员做的预订均适用于该项目，除了那些免费住宿的， 有预订但未住宿的，取消预订的以及10人以上团队住宿的。 其它的信息 当会员需要用点数来换取某种奖励时，可填写奖励申请表后传真 至选择计划的新加坡总部，号码为65-324 2215。 会员卡是给个人的，而不是给公司的，如果某一会员离开他所在 的公司，可将会员卡及点数一并带走。 和优先顾客计划一样，尽管会员在酒店内消费是免费的，但酒店仍可以从“选择”计划组织得到部分利润回报以及奖励 证明。-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP酒店管理之家
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