You must pick up the phone within 1 and three times. When receiving a telephone reservation, first say hello to the guest and report to the subordinate department, listen to the guest's reservation requirements, and focus on the expected arrival date, specific arrival time, required room type, required number of rooms, number of days of stay, mobile phone number, etc.
2. Check the reservation form to determine whether the guest's reservation can be accepted.
3, when accepting the reservation, fill in the reservation form, the specific content is:
(1) Ask and record the guest's name, or the spelling of English letters, to ensure that the recorded name is accurate;
(2) Ask the guests the date and specific time of arrival and departure;
③ Introduce the types and prices of rooms, and ask about the number of people coming to the store, the number of rooms used and the type of rooms needed.
(4) Ask the payment method of the guest and indicate it on the reservation form;
⑤ Ask the name, unit and telephone number of the subscriber. Any company or travel agency that has an agreement or contract with the hotel must indicate its number on the reservation form.
⑥ Explain to the guests that the reserved room has a time limit. The average guest's estimated arrival time will be delayed by two hours. You can emphasize to the guest, "Can I reserve the room for you until 6?" Can I cancel before χ? "However, in the process of operation, if the guest hasn't arrived yet, you can call the guest first and ask whether to continue to book a room for him.
⑦ Ask the guests if they have any special requirements. If there are special requirements, make records;
Repeat the above content today to ensure no mistakes;
Pet-name ruby to thank the guests and say goodbye;
Attending the last room reservation clerk sign and fill in the date at the bottom of the room reservation.
Note: (1) If the guest will arrive at the hotel in the morning and the occupancy rate of the hotel is quite high, it is necessary to explain to the guest that the check-out time of the hotel is noon X. It is recommended that the guest book the room one day in advance (but must pay the room rate) to ensure that he can enter the room as soon as he enters the hotel; Or suggest that guests eat breakfast first; Or take a rest in the lobby first; Or you can send luggage on your behalf, which is convenient for guests to go to work in the morning, visit and so on.
(2) If all the rooms requested by the guests are fully booked, it is recommended to book other kinds of rooms.
(3) If an individual customer makes an appointment, you can refer to this process.