Wedding and hotel cooperation

Reservation procedure for newcomers at hotel front desk

working procedure

1, telephone reservation

procedure

standard

1, answer the phone

Answer the phone within three rings.

Step 2 greet guests

(1) Greetings: Hello, Reservation Department. Good morning (afternoon \ evening),

Reservations, can I help you?

Step 3 ask your name

(1) Ask the guest's name and record it in the order of surname and surname, paying attention to distinguishing homophones in Chinese names; Pay attention to the correct spelling of English names.

⑵ Retelling confirmation

Step 4 ask the company

Ask the guest the company name.

5. Inquiry period

(1) Confirm the reservation period of the guest;

⑵ Check the room status on the day of booking and quickly judge whether it is acceptable.

Step 6 ask about the time

(1) Asking about the arrival time or flight number;

(2) Explain to the guests that the hotel can only keep the room until 6 pm on the day of check-in without a clear arrival time and flight number;

(3) If the scheduled arrival time of the guest exceeds 6:00 pm, the guest can keep the room until the guest arrives.

Step 7 sell the room

(1) Introduce the room types and room prices to the guests in the order from high-priced rooms to low-priced rooms;

2. Offer 2-3 kinds of house prices at a time, and let the guests choose.

8. Asking about payment

(1) Confirm the payment method of the guest and indicate it on the reservation form;

(2) If the bill is settled by the company or travel agency, the company or travel agency is required to provide reservation guarantee by check or other means before the guests arrive.

9, ask requirements

(1) Ask the guests for special requirements, such as whether they need to pick up the plane, book air tickets and book conference rooms;

⑵ Special requirements for guests should be recorded and implemented in detail.

10, enquiry telephone number

(1) Ask about the name, company and contact number of the reservation guest;

(2) Make records on the reservation form.

1 1. Confirm the reservation.

(1) Confirm the guest's name;

(2) Confirm the check-in time, arrival time or flight (train number);

(3) Confirm the reservation type, price and number of rooms;

(4) confirm the payment method;

5] Confirm special requirements;

[6] Confirm the appointment contact.

12, complete the reservation.

Thank you for calling to make a reservation. Please contact us in time if there is any change.

2. Fax reservation

Steps/contents

standard

1, receive the reservation

(1) Read the contents of the letter about the reservation carefully and check whether the information required in the reservation form is complete;

⑵ Query the room reservation during the guest reservation period.

Step 2 reply to the fax

(1) Whether the guest requests it or not, the received fax reservation should be replied on the same day;

(2) urgent letters and telegrams should be answered immediately;

(3) When replying to the fax, use the standard appointment confirmation letter and common abbreviations.

3. Record archiving

Attach the letters and telegrams related to the reservation to the completed reservation form and file them according to the date. If you have a special fax or need receiving service, you must attach this fax with the first copy of the reservation form and then give it to the front desk.

Step 3 change the appointment

Steps/contents

standard

1, receiving information

(1) When the guest needs to change the reservation, after finding out the original reservation, he should first check the following contents:

(1) guest name;

② Original booking period;

(3) The type, price and number of rooms originally reserved;

④ Original user information.

⑵ Ask the guest about the date, number of rooms or other requirements to be changed now.

2. Confirm the changes

(1) Check the room reservation before confirming the guest's new reservation requirements;

(2) If a room is available for sale, if the guest confirms to change the reservation, the reservation will be filled in again;

(3) record the name and contact number of the person who changed the reservation and how to change it;

(4) Input the changed information into the computer.

3, indicate the archive

(1) Mark the word "change" on the original advance order;

(2) filing by date.

4. Change handling

(1) If the guest needs to change the date, and the hotel has no room to sell, he should explain it to the guest in time;

(2) Inform the guest that the reservation is temporarily included in the waiting list;

(3) If the hotel has vacant rooms, please contact the guests in time.

5, the aftermath

(1) Thank the guests for their timely notification;

⑵ Thank the guests for their understanding and support (when unconfirmed).

Step 4 cancel the reservation

Steps/contents

standard

1, accept information

(1) Ask the name, reservation period and room type of the guest who wants to cancel the reservation, and check with the original reservation form in the filing cabinet;

(2) Ask and record the name, telephone number, cancellation date, cancellation method and reason of the cancellation person.

2. Confirm cancellation

Repeat the above two contents and get the approval of the canceller.

Step 3 deal with cancellation

(1) Thank you for notifying the hotel of the cancellation request in time;

⑵ Ask the guests if they need to book the next stage;

(3) Write the word "Cancel" on the original pre-order, and record the name, contact number, cancellation date, cancellation method and reason of the canceller on it;

(4) Input the cancellation information into the computer.

4, do a good job of filing

File the cancellation form according to the check-in date.

5.VIP reservation

Steps/contents

standard

1, reservation application

(1) If the reservation clerk receives a reservation from a senior government official, the president of a large company, a celebrity, etc. If the VIP reception conditions are met, the person in charge of the reservation department shall be informed in time;

(2) After being approved by the head of reservation department, inform AM to fill in the VIP application form (in quintuplicate).

Step 2 fill in the order

(1) Fill in the guest's name, position, company name, guest arrival and departure time, flight (train number), room type and house price;

If the guest has special requirements, please specify them in the application form.

Step 3 choose a gift

(1) Mark the selected gift with "√" on the VIP gift application form;

⑵ Gift types: welcome letter, fruit bowl, fruit basket (small) (large), flowers (small) (large), snacks and drinks;

(3) Attach the business card of the general manager.

Step 4 approve the reservation

(1) The Director of Reservation Department approves and signs;

2 to the front office manager for approval and signature;

(3) Report to the General Manager for approval and signature;

(4) Distribute the approved VIP application form to the front office, baggage department, assistant manager of lobby, operator and housekeeping department.

6. Archive advance orders

Steps/contents

standard

1, booking for archiving

(1) according to the scheduled arrival date of the guest, store the guest's reservation form together with the telex or fax data in the "reservation folder";

⑵ According to the scheduled arrival date, store the advance orders of the guests who have not arrived in the folder on the last page.

Step 2 change the appointment

Find out the original reservation form of the guest, attach the modified reservation form or the reservation correspondence and reply correspondence of the reservation department to the modified reservation form, and file it according to the procedure.

3. Cancel archiving

Find out the original reservation, attach it to the cancellation, and then store it on the penultimate page of the folder by date.

4. Special archiving

Reservations of guests who arrive the next day after special payment, for example, if the company or travel agency is responsible for payment, the reservation will be stored in the pages marked with special symbols in the folder.

7. Guests who didn't arrive by reservation

Steps/contents

standard

1, passenger inquiry report

Check the report of the guests who have not arrived at the reservation, accurately understand the overall situation of the guests, and confirm whether these opinions of the guests are staying in the hotel.

2, query the computer

Enter the computer program and enter the guest's name at the same time. From the screen, you can see the English letter with the word "n" in front of the guest's name, that is, "NO SURE" (not available after booking).

Step 3 contact and ask

Quickly copy the name and telephone number of the guest reservation unit stored in the computer in the first file of the report, so as to contact the reservation unit to ask the reason why the guest did not arrive and whether it is necessary to make the next reservation.

4, record the reason

According to the contents and results of the telephone inquiry with the reservation personnel, accurately record the reasons why the guests failed to arrive in the report.