酒店前廳部預(yù)訂管理程序手冊(cè)-SP-RM-RES-S040 Star Choice Program (v)選擇計(jì)劃

1、國際酒店前廳預(yù)訂管理手冊(cè)International Hotel Front Office reservation management manual酒店管理之家國際酒店預(yù)訂操作程序手冊(cè)O(shè)perating procedures manual for international hotel reservationStandard & Procedure國際酒店管理程序標(biāo)準(zhǔn)操作程序手冊(cè)SOPPosition: Reservations Sales Agent職位：預(yù)訂部銷售文員Department:Front Office/ Reservation 部門：前廳部/預(yù)訂部部門經(jīng)理：GM Approva

2、l: Date: 總經(jīng)理批準(zhǔn)：日期：Task: Star Choice Code: RM-RES-S040任務(wù)：選擇計(jì)劃序號(hào)： 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 member

3、ships.標(biāo)準(zhǔn)：所有預(yù)訂部銷售文員應(yīng)能向來電人解釋該項(xiàng)“選擇”項(xiàng)目的特點(diǎn)及 會(huì)員能享受到的權(quán)益，并能巧妙地運(yùn)用銷售技巧來推銷該項(xiàng)目。Procedures: All Reservation Sales associates will attend Choice training. Review and refreshment sessions on these programs will be conducted from time to time.Up to date materials on membership, benefits, current promotions and appl

4、ication details for Choice will be readily accessible in the operations manual.Sufficient enrollment forms will be available in Reservation Sales Department.Reservation Sales associates will be familiar with the following details of Choice, and be able to answer frequently asked questions on members

5、hip enrollment, application procedures and benefits.Reservation Sales associate will offer to send appropriate materials and application forms as requested and will log all inquiry details for necessary follow up.If the Reservation Sales associates identify other business opportunities, the call wil

6、l 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 programRewards corporate travel ARRANGERS for booking their companys travelers at and Hotels.Not for travel agents.Membership and benefit details?There is no

7、charge for membership Sales and Marketing department can assist inquirer with applications.Members will be given a Choice membership card and numberFor each 1-room night booked and used at participating hotel the Choice member will receive 100 Choice Miles.Accumulated Miles can be redeemed by the me

8、mber (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 Towers, or for 400

9、0 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 InformationMember can redeem their miles for rewards by completing an A

10、ward 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, the hotel will receiv

11、e revenue from Choice on presentation and invoice of the Award certificates.程序：所有預(yù)訂部銷售文員應(yīng)經(jīng)常參加有關(guān)“選擇”項(xiàng)目的培訓(xùn)，復(fù)習(xí)和更新。 每個(gè)預(yù)訂部銷售文員都應(yīng)該有最新的資料，其中列明了關(guān)于會(huì)員標(biāo)準(zhǔn)、享受的權(quán)益，當(dāng)前的促銷活動(dòng)，申請(qǐng)的細(xì)節(jié)等等情況。 預(yù)訂部應(yīng)儲(chǔ)備足夠量的會(huì)員申請(qǐng)單。預(yù)訂部銷售文員應(yīng)熟知該項(xiàng)目的所有細(xì)節(jié)，并能回答一些常規(guī)提問 ，如會(huì)員入會(huì)，申請(qǐng)程序及利益等。 預(yù)訂部銷售文員可以應(yīng)客人要求寄出宣傳單及申請(qǐng)表格，并記錄下 有關(guān)細(xì)節(jié)進(jìn)行跟蹤。 如果預(yù)訂部銷售文員發(fā)現(xiàn)來電者想更詳細(xì)地了解該項(xiàng)目，預(yù)訂部銷

12、售文員可將電話轉(zhuǎn)至銷售部進(jìn)一步跟蹤。 什么是“選擇”項(xiàng)目？ 是一種獎(jiǎng)勵(lì)經(jīng)常訂房人的項(xiàng)目 給予公司，旅行社訂房人預(yù)訂喜來登和酒店的獎(jiǎng)勵(lì)。 不適用于旅行社 會(huì)員資格及可享有的利益 無需任何入會(huì)費(fèi)用 銷售部會(huì)幫助安排申請(qǐng)者入會(huì)之后會(huì)給出會(huì)員 會(huì)員卡及號(hào)碼 在參加該項(xiàng)目的任何酒店內(nèi)入住一晚，會(huì)員將得到100 個(gè)點(diǎn)數(shù) 當(dāng)點(diǎn)數(shù)積累至一定數(shù)量時(shí)(至少1500)，會(huì)員可換取各種獎(jiǎng)勵(lì)，如 禮品支票，住宿或是相應(yīng)價(jià)值的餐券。比如:6500點(diǎn)數(shù)，會(huì)員可 在等級(jí)為4的酒店獲得免費(fèi)住宿一晚；4000點(diǎn)，則能獲得 一張價(jià)值90美元的用餐單 不適用范圍 所有由會(huì)員做的預(yù)訂均適用于該項(xiàng)目，除了那些免費(fèi)住宿的， 有預(yù)訂但未住宿的，取消預(yù)訂的以及10人以上團(tuán)隊(duì)住宿的。 其它的信息 當(dāng)會(huì)員需要用點(diǎn)數(shù)來換取某種獎(jiǎng)勵(lì)時(shí)，可填寫?yīng)剟?lì)申