1、Making room reservation who:Reservation clerk/reservationist Working place:at the front office/desk;at the registration desk;at the reception desk Way of reservation:by telephone or walk in Service Procedure 服务流程服务流程 1.Greet the guest-Mr.,Mrs.,Ms.,sir,madam,ladies and gentlemen,that lady,the lady wi
2、th you,the gentleman with you 2.Ask the guest of the reservation information.The date of arrival and departure;The number of the people;The room type and the number of rooms;“What date would that be?For which/what date/For when/How long will you intend to stay?For how many days?How many persons are
3、there in your party?/for how many people?What kind of room do you like?”3.Search for the room available/needed in the computer 4.Get the following information from the guest.The name of the guest or the group;The guests telephone number;The contact name and his telephone number.“May I have your name
4、 and telephone number?”“may I beg your pardon?/pardon me?/Sorry,I didnt get it.Could you please speak it again?”5.Confirm and repeat the reservation who?what kind of rooms?How many rooms?date?telephone number?6.Express your wishes we look forward to welcoming you;we look forward to having you with u
5、s;we look forward to your arrival/serving you.7.Form the reservation record fill in the registration form.Key points:Polite language should be used during the whole service process.礼貌服务语言要贯穿在整个服务流程中。“May I have your name and telephone number,please?”“How many nights will you stay with us,sir?”“What
6、type of room would you prefer,lady?”“Could I have your arrival and departure date,please?”If you really cant understand what the guest says or dont get the complete information from the guest,be sure not to guess or even to say“yes”.Please dont be afraid of this situation and ask the guest to say th
7、at again politely.如果你真的没有听懂客人的话或者没有从客人那儿得到完整信息，切记胡乱猜测甚至答应客人.遇到这样的情况不用慌张，有礼貌地请求客人重复即可。For example:“May I beg your pardon?/pardon me?/Sorry,I didnt get it.Could you please speak it again?”Do confirm and repeat to the guest after receiving all relative information about the reservation.在获得了所有关于预订的信息之后要
8、跟客人进行信息的核对和复述。For example:“Thank you,Mr.Baker.Youve booked a standard room for your friend and you,from OCT 10 to 11,and your telephone is 0061-0430-340127.Is that correct?”Providing reasonable suggestions to meet guests requirement when the hotel is fully booked.当酒店已经满房时要给出合理的建议来满足预订客人的需求。Recommend
9、 other room types or other staying date or other hotel to the guest.推荐别的房型、入住时间、其他酒店给客人。For example:“Sorry Sir,we dont have a double room now.Would you mind a single room instead?”“Im sorry,but all rooms are fully booked.Can I take your name and number,and I will contact you if we have a cancellation?”Room type Standard single 标准单人间 Superior single 高档单人间 Deluxe single 豪华单人间 一张单人床 Standard double 标准双人间 Superior double 高档双人间 Deluxe double 豪华双人间 一张双人床 Twin room 两张单人床 Standard room 标间Room type Triple room 三人间 Suite 套间 Family suite 家庭套间 Deluxe suite 豪华套房（vice）Presidential suite 总统套间
