酒店前廳部預(yù)訂管理程序手冊(cè)-SP-RM-RES-D130 Special Request and Trace Function (v)特殊要求及跟蹤服務(wù)

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(xiāo)售文員Department:Front Office/ Reservation 部門(mén)：前廳部/預(yù)訂部部門(mén)經(jīng)理：GM Approva

2、l: Zhang LeiDate: 總經(jīng)理批準(zhǔn)：日期：Task: Special Requests and Trace Functions Code: RM-RES-D130任務(wù)：特殊要求及跟蹤服務(wù)序號(hào)： RM-RES-D130Standard:All guest requests will be entered accurately at the time of the reservation to ensure a smooth communication to the necessary departments. Reservations will follow up traces fo

3、r reservations on the associated dates.標(biāo)準(zhǔn)在預(yù)定時(shí)客人的所有要求將被正確記錄下來(lái)以確保相應(yīng)的信息被傳至所需的部門(mén)。在以后相應(yīng)的日期預(yù)定部將跟蹤這些預(yù)定并實(shí)行。Procedure:The Trace report facility in Opera enables guest requests and comments for future reservations and dates to be entered and directed to specific departments and persons.Upon receipt of a guest

4、 request or special treatment inclusion for a reservation, (e.g. Guest would like to have a bottle of champagne delivered at 6:00pm on Tuesday) the reservation agent will record all the details in the Specials field on the room reservation form including: date and time，specific request and detailsUs

5、ing the Opera codes, special requests will be entered. (A full list of codes can be accessed through help screen 999)If more information is needed, including time, billing details for special etc, access the trace function of Opera in inquiry screen. (Option - 6, Trace) Enter the department or perso

6、n responsible for the action of guest request, and accurately enter the details of the request.Trace may need to be directed to more than one department.The reservation Sales Agent in morning shift must print a trace report and take action immediately. Enter * when trace has been resolved completely

7、.程序：1.在Opera中信息報(bào)告設(shè)置，即是將一個(gè)預(yù)訂中客人的要求和內(nèi)容及跟蹤時(shí)間記入Opera中直接傳達(dá)給相應(yīng)的部門(mén)和人。2.在收到一個(gè)有特殊要求的預(yù)定時(shí)(例如客人想在星期二晚6點(diǎn)送一瓶香檳去房間)，預(yù)定部員工要在房間預(yù)定單的特殊欄目里記錄所有的細(xì)節(jié)，包括：日期，時(shí)間，特殊的要求和細(xì)節(jié)3.使用Opera的代碼輸入特殊要求。(從999幫助屏幕選擇相應(yīng)的代碼)4.如果有更多需要的信息，包括時(shí)間，對(duì)特殊要求的細(xì)節(jié)，把跟蹤信息加入Opera中的跟蹤屏幕。(選擇6,跟蹤)根據(jù)客人的要求輸入部門(mén)或人，并且正確地輸入要求的細(xì)節(jié)。5.如跟蹤指向不止一個(gè)部門(mén)，則要給不同部門(mén)留跟蹤報(bào)表。6.早班的預(yù)訂部銷(xiāo)售文員在每天早上都要打印一張