酒店前廳部預(yù)訂管理程序手冊-SP-RM-RES-P070 Physically Challenged (v)殘疾人設(shè)施

1、國際酒店前廳預(yù)訂管理手冊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: Zhang LeiDate: 總經(jīng)理批準(zhǔn)：日期：Task: Physically Challenged Code: RM-RES-P070任務(wù)：殘疾人設(shè)施序號(hào)： RM-RES-K070Standard:Reservation Sales associates will handle reservations and inquiries for the physically challenged with good product knowledge in regards to such issues. Every assistance and courtesy will be given

3、 to reservation requests that require physically challenged accommodation. Reservation Sales associates will be familiar with the specialized facilities of those rooms and other facilities in the Hotel that are designed for the physically challenged.標(biāo)準(zhǔn)：1.每一個(gè)有關(guān)酒店殘疾人使用設(shè)施的詢問將應(yīng)被正確回答。2.預(yù)訂部員工將熟悉殘疾人用房中的特定設(shè)

4、施，并能在電話上向打電話者禮貌地提供幫助。Procedures:Reservation Sales associates will complete a thorough inspection of the rooms and facilities that are available to the physically challenged.Reservation Sales associates will be familiarized with a good understanding of the special facilities and understand the reason

5、s for such an alterations.Reservation Sales associates will advise guests on the accessibility to all food and beverage outlets, public areas and transportation between floors in a wheelchair case.When guests request information about the physically challenged facilities, Reservation Sales associate

6、s will obtain full detail and determine the extent of physical challenge of the guest.When the booking is to be made, Reservation Sales associates will inquire and record all necessary information on any additional assistance that will be needed in receiving the guest on arrival, during the entire p

7、eriod of stay and on departure. For example:A deaf guest will require a manual wakeup call and a special telephone connection or message taking facilities.A blind guest could be traveling with a guide dog, and/or housekeeping may need to rearrange or move certain furniture in the room. Guest Service

8、 Manager will need to conduct a room tour on arrival.When a reservation has been made and entered in the system, clear indication and notation should be made in Opera. This will ensure that in the event of an emergency evacuation special attention can be given to evacuate the physically challenged guest.程序：1.預(yù)訂部主管或經(jīng)理會(huì)定期組織預(yù)訂部銷售文員作關(guān)于酒店設(shè)施和殘疾人設(shè)施的巡查和學(xué)習(xí)。2.預(yù)訂部銷售文員應(yīng)熟悉和理解酒店的殘疾人設(shè)施并理解其原因。3.預(yù)訂部銷售文員應(yīng)懂得如何通知客人在酒店內(nèi)使用輪椅時(shí)所有餐廳，公共區(qū)域和樓層間的通道。4.當(dāng)客人詢問有關(guān)殘疾設(shè)施的信息，預(yù)訂部銷售文員應(yīng)謹(jǐn)慎地判定客人殘疾的程度。5.當(dāng)作預(yù)訂時(shí)預(yù)訂部銷售文員應(yīng)詢問并記錄在客人抵達(dá)，入住和離開時(shí)需要我們提供什么樣的幫助和服務(wù)。一個(gè)耳聾的客人將需要人工叫醒服務(wù)和特殊的電話留言設(shè)施一個(gè)失明的客人可能帶一指路狗，客房部可能需要重新安排或移動(dòng)客房內(nèi)某一件