房间预订更改的处理参考 .doc

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房间预订更改的处理参考 处理更改和取消预订与最初进行预订是同等重要的,而且还要让顾客感到满意。预订部员工必须掌握有关最初预订的详细的信息,以便能迅速地处理预订的更改和取消等事宜。处理任何一天而非当前日的预订更改或取消的过程,通常包括:(1)从档案中撤销原始预订信息和(2)从未来的预订档案中撤销预订或把最新消息输入到未来预订档案中去。更改过的或已被取消了的当日预订,应在客房预订表中加以注明并每隔一小时转交给前台一次。从资产管理系统预订模式发出的取消和更改预订报告,应列出当取消的预订或未来的几天里有关预订的更改和取消情况。此报告在较大型的酒店通常每小时进行一次。前厅部经理和预订部经理通过对某一天到达和离开的数字进行估计,来预测未来几日里到达和离开人数的情况。这些数字是由预订部员工提供,这些预订部员工在做报告前通常对每一次预订进行统计。由于采用自动化的预订系统,预订软件能确认顾客预订信息。然而,现在只有豪华及高档型酒店能提供给顾客个性化的个人信息资料服务。向所有的顾客提供一个确认号码,当顾客到达时,酒店可以使用这样的号码以获得有关顾客的预订详情。尤其是对来不及邮寄有关确认信息时,这一点显得非常重要。

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