1、 STANDARD OPERATING PROCEDURESThe Regent BeijingStandard Operating Procedures -Reservation Taking Page PAGE 6 of NUMPAGES 6 STANDARD OPERATING PROCEDURESTASK NO : MAKING A RESERVATION DEPARTMENT: APPROVED BY: Keith Tomkies / Director of Rooms DATE: TASK BREAKDOWNSTANDARD PROCEDUREWHYAnswer the telep

2、honeObtain information Check room availability.a. If room is available.Check for any special requestsCollect other necessary information.Repeat detailsPrepare confirmation letter/fax. b. If the room is not available.Miscellaneous DetailsAnswer the telephone within three rings with a smile and use st

3、andard greeting: “Nin Hao!, Reservation/Guest Relations, this is Scott, how may I help you?”Take down following information on the reservation form: Guest name, arrive date, departure date, room type, company name. Use questions such as: May I have the guest name, Please?”Which type of room type wou

4、ld you prefer?”What are the arrival and departure dates, please?” May I have the company name and a contact telephone number?”1. Check room availability in the PMS (use F5 Rate Query)2. Check for a guest profile to see if the guest has stayed before and so the previous room type and room rate (input

5、 name into Rate Query)3. If there is no previous stay check for a company profile in the computer to see if there is corporate rate for the guest. (input company name into Rate Query)4. If no previous stay or corporate rate, check rate availability and make a quote to the guest (try to sell Rack and

6、 other publish package rate). Try to up sell at all times by room type and also Regent Club access.5. Ask if the guest has any special requests, note them down carefully. Ask questions such as if the guest will require an airport pick up service, any special guest likes and dislikes, non smoking or

7、smoking room request and key these details into the PMS (all preference to key in under Profile Option Preference). A limousine service and a spa booking must be offered. For airport pick up, a guarantee of some sort is required (key in under More Fields Pickup Reqd : Yes and key in eta and flight d

8、etails accordingly). Traces are not required, one can access Transportation Request under Report Miscellaneous Transportation Requests). Same day transportation request must be channel to concierge directly to check availability.Collect the following necessary information:Billing instructions, a con

9、tacting person and telephone number，any FFP card number. Request an arrival time and flight number if possible. If unknown stress the importance of this information to ensure a smooth check in and request the caller to confirm these details at a later date. Mention the hotels check in and check out

10、times.Request if the caller would like to guarantee the booking. If yes note down the card number, expiry date and card holder name and input the details into the system. With or without a guarantee explain the hotels guaranteed booking and cancellation policies.Repeat reservation details to guest a

11、nd give them the reservation number as a reference. Thank the caller for choosing The Regent Beijing. Use a polite final greeting such as “We look forward to welcoming you/welcoming you back/welcoming your guest to the Regent Beijing”Ensure all details are accurately typed into the PMS. If the guest

12、 requests a written confirmation, prepare confirmation fax or email carefully. Check if all details are correct before sending it out. If possible, a reservation confirmation is to be sent to bookers preferred fax or email within 1 hour during normal reservations business hours or by 10.00 am the ne

13、xt morning if taken outside of normal hours. The Carlson standard is that all correspondence must be respond within 24 hours.If the room is not available for the dates requested then recommend another room type or date to see if the caller will accept this suggestion.If the caller still insists on t

14、he requested room type and date then suggest to put the guest on a waiting list. It will be necessary to note down the following information - arrival date, departure date, guest name, contact number, room type and company name. Create a reservation normally then go to Reservation Option Waitlist. T

15、hen place a trace for Reservation 72 hours prior to arrival to reconfirm the booking. If the reservation is for one of the hotels five premium suites then it will be necessary to ask the caller if they are aware of any special likes or dislikes the guest has with regards to amenities so we can ensur

16、e a suitable arrival and welcome for the guest. For family reservations, ask for children names and age, check if a cot is required (input PMS code, use Item Inventory feature). Trace for Housekeeping is no longer needed as Item Inventory Availability function is available in Opera. (F5 Item Invento

17、ry Item group : Housekeeping Item : Crib)For extra bed requests check first if an extra bed is available. If yes ensure that the correct PMS code is inputted (use Item Inventory feature). Trace for Housekeeping is no longer needed as Item Inventory Availability function is available in Opera. (F5 It

18、em Inventory Item group : Housekeeping Item : Crib) and the bed charged for (either use fixed charges or add the extra bed charge to room rate, depending on circumstances)For all unexpected requests inform the relevant department immediately and put a trace for 48 hours prior to arrival as a reminde

19、r.If the caller request to settle part or all of the guests account for the stay they will need to complete the relevant paperwork. If they wish to pay by bank transfer the money will need to have been received by the hotel before check in. Cheques are not accepted without the Financial Controllers prior agreement. If they wish to pay by credit card they will need to supply a fax in writ