Telephone Reservation Business Process "Front Office and Guest Room"

When a guest calls or personally contacts the front office staff to request a reservation, he should politely ask the guest the date of reservation. If the date is open reservation (green), the person who accepts the reservation must take out the reservation form for the record.

1, fill in the date when the reservation was accepted.

2. Tick in the small box of appointment to indicate that the form has an appointment display.

Write down the names of all visitors in clear font.

Fill in the arrival date and departure date, and explain how many nights you stayed here with the guests to avoid misunderstanding.

5, fill in the guest is what means of transportation, train and plane shifts, arrival time.

6. Fill in the room type and quantity required by the guests, such as: 1× ordinary room-1 ordinary room for one person, 2×××× superior room-superior room for two people, 3×××× ordinary room.

7. Fill in the room rate, and indicate whether there are additional surcharges and government taxes.

8. Ask the guest for a deposit in advance, usually one night's rent (including service charge and government tax) to confirm the reservation.

9. Remarks are used to fill in special items, such as discounts, meals, car transfers and travel arrangements.

10. Fill in the name and telephone number of the reservation.

1 1. Fill in the company name and address of the subscriber.

12. Ask the guests if they need proof of hotel reservation. If necessary, they can copy the reservation form 1 copy and mail or send it to the guests.

13. The person who accepts the reservation should sign in the manager column.

14. If you need to inform other colleagues to make an appointment, you should fill in the department copy distribution column and then distribute copies according to the number.

15. after the reservation is completed, thank the guests and hand over the reservation form to the director of the reservation department, and inform the guests of the following matters that should be paid attention to:

(1) If there is no deposit reservation and arrival time information, if the reservation is tight, the reservation will be cancelled automatically after 6 pm.

(2) If the guest fails to register two hours after the train or plane arrives, and there is no deposit, the hotel has the right to cancel the reservation automatically.

(3) All deposits are non-refundable.