酒店前廳部預(yù)訂管理程序手冊(cè)-SP-RM-RES-A050 Booking Confirmation (v)確認(rèn)信

1、國(guó)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(guó)際酒店預(yù)訂操作程序手冊(cè)O(shè)perating procedures manual for international hotel reservationStandard & Procedure國(guó)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 Dept Header. Adrew Guo部門：

2、前廳部/預(yù)訂部部門經(jīng)理：GM Approval: Zhang LeiDate: 28 September 2004總經(jīng)理批準(zhǔn)：日期：2004年9月28日Task: Booking ConfirmationCode: RM-RES-A050任務(wù)：確認(rèn)信序號(hào)： RM-RES-A050Standard:When a booking confirmation is requested, a confirmation letter will be generated and sent to the booker within 2 hours by letter, fax or via e-mail. A

3、ll booking requests made by fax must be responded by fax within 2 hours.標(biāo)準(zhǔn)：當(dāng)客人確 認(rèn) 預(yù) 訂時(shí)，預(yù)訂部銷售文員 須在 接 到 預(yù) 訂 后 的 2小 時(shí) 之 內(nèi) 以傳真，信件和Email的形式回復(fù)確 認(rèn) 。 通 過(guò) 傳 真 做 的 預(yù) 訂 必 須 在2小時(shí)內(nèi) 以 傳 真 回 復(fù) 確 認(rèn) 。Procedures:If the guest requires a confirmation, enter the booking into Opera; input “Y” at the confirmation field.En

4、sure correct spelling in all fields and all booking information is correct. The confirmation will indicate if the booking is guaranteed or 6:00 p.m. release, as well as arrival and departure date.Ask if the guest requires the confirmation by e-mail, regular mail or by fax.If fax confirmation is pref

5、erred, obtain the fax number, and enter into Opera at the fax number field.In Opera Reservation Screen, select 4-“Confirmation”, and select option for printing standard confirmations.Ensure negotiated, contract or discounted rates are suppressed when confirmation is required in Opera. Only corporate

6、, rack or package rates should be shown on confirmations.Attach a copy of the fax confirmation or the confirmation letter to the relevant reservation form or fax.All confirmations must be sent within 2 hours.程序：1.如客人需確認(rèn)，先將預(yù)訂輸入Opera,然后在確認(rèn)欄中鍵入“Y”，選擇需要的確認(rèn)信格式。2.保證拼寫正確，信息無(wú)誤，確認(rèn)信要指出預(yù)訂是否是擔(dān)保預(yù)訂或是保留至6點(diǎn)以前有效，以及入住及離店日期。3.問(wèn)客人確認(rèn)由傳真，因特網(wǎng)還是以信件發(fā)出。4.如為傳真，問(wèn)明傳真號(hào)，輸入Opera中對(duì)應(yīng)位置。5.在4-確認(rèn)中選擇打印標(biāo)準(zhǔn)確認(rèn)信。6.確認(rèn)中隱去需要保密的協(xié)議價(jià)，合同價(jià)，折扣價(jià)。其中只有門市價(jià)，公司價(jià)和各種包價(jià)可以顯示在確