Room reservation acceptance procedure

Confirm and register in detail according to the prescribed procedures, ensure the accuracy of all information, and do a good job in sorting out documents and files. Operating procedure 1. Know 1. 1 Know the relevant information of the guests in a certain way, so that the hotel can accumulate the necessary original materials. 1.2 When guests choose this hotel for the first time, it may be through:-advertising (newspapers, magazines, radio and television)-consulting the phone book-introduction of travel agencies-introduction of group companies-friends and customers, etc. -Hotel website 1.3 generally has the following booking methods: personal booking, mail booking, travel agency booking, telephone booking, fax booking and sales booking. 1.4 when contacting the guests, the reservation clerk should not only explain the room price, room type and the time of the last reservation, but also introduce the room information, and take the initiative to introduce the hotel to the guests, so as to actively promote the room to the guests. 1.5 After the guest decides to check in, the reservation clerk must confirm the following contents to the guest: the guest's name and total number, arrival date (check-in date), room type, number of rooms, check-in days, whether there is a contract price and the contact information of the guest. 2. Confirmation 2. 1 According to the above information, the reservation clerk will check whether there are any vacancies, room types and rooms within the specified date. 2.2 If you can't meet the requirements of the guests, you must explain the reasons. On the premise of meeting the needs of the guests, actively provide other rooms for the guests to choose from. 2.3 If the reserved room changes before arrival, such as rescheduling or cancellation, the reservation department must establish a waiting list. Once there is a room available, make a reservation immediately according to the order of the waiting list and inform the guests. 2.4 When booking by telephone, you must listen carefully to the guest's request and confirm it on the spot. When you receive a written appointment, you should read the contents of the telegram carefully. If in doubt, you should inquire and handle it in time. The reservation department must also confirm the guest's reservation in writing. Written confirmation is mainly by fax or email. Generally, you should clearly answer the other party's request by fax or email, and explain the relevant regulations of the hotel, such as booking to 18:00, and collect the deposit. When accepting a guest's face-to-face reservation, you should be warmly received. 2.5 If you can't accept the reservation because the seats are full, you must write back to tell the reason and apologize. 2.6 The replied fax should be formatted, and the contents of the fax should be printed by computer to avoid misunderstanding caused by handwriting. 3. Registration 3. 1 Hotel uses the computer reservation system. After confirming the contents of each column of the reservation, the information must be accurately input into the computer as required. 3.2 When inputting into the computer, it is necessary to distinguish the source of each reservation and input it into the computer one by one according to the requirements of market analysis, so as to accurately classify and count the market sales. 3.3 After the reservation is completed, the pre-order shall be filed by month, day and initials. Pre-orders for groups and conferences must be attached to the relevant detailed pre-orders for the record. 3.4 Every month 1 day, take out last month's reservation form from the folder and submit it to the payment department day by day. Sort out last month's reservation list, put it in a paper bag marked with year and month on the surface, store it in the reservation department, and put it in storage six months later.