客房预订标准ReservationCallinEnglish.doc

Greetings 1.0 GREETING (Weighting = 10%) YES 　 Switchboard Operator 　 1.1 Phone answered within 3 rings 1 1.2 Salutation, name of hotel, own name, offered assistance 3 　 Reservation Sales Agent 　 1.3 Phone answered within 3 rings 1 1.4 Salutation, hotel name, department name, own name, offered assistance. **Saluation is done in french first, followed by local language** 3 1.5 Was the call handled within 1 transfer maximum ? 3 Bonjour//Bonsoir, 你好,预订部,Reservations XX Speaking, how may I help you? Needs Identification 2.0 IDENTIFYING NEEDS (Weighting = 25%) YES 2.1 Identified the callers name 3 2.2 Indentify the purpose of travel (Business or Leisure) 2 2.3 Identified if an Accor Loyalty Card holder or contracted rate 3 2.4 Identified arrival and departure dates 2 2.5 Identified the number of guests travelling 2 1.If I may just ask for a few details, so that I will be able to recommend the best option for you? May I know who I am speaking to? OR------In order to give you the best price, May I ask you some questions? 2.May I ask if you are traveling on business or on holiday? On Holiday: We offer buffet breakfast every morning from 6:30 am to 10:30am, would you like this include in your room rate? On business: May I have you company name? May be your company have a contract with our hotel. 3.May I ask if you are holding any accor membership/ Mr/Msxxx? 4.May I ask what date were you planning to arrive at the hotel? What would be your departure date? The dates number of room nights must be repeated / paraphrased back to them. 5.How many adults and children will be traveling? If have children:May I ask their ages? (Children Policy: I’d like to advise you our hotel children policy: Accommodation and breakfast are free for I child less than 12 years old sharing parent’s room. ) (if guests is not a couple and more than two persons: How many rooms would you like to book?)Would you prefer one bed or two beds? Smoking or nonsmoking room?