作者：Mark Kor 17 年以前
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Reception
Policies & Procedures
Compliance with operations manual and standards
Steps
Operations Manual
Describe the staff duties for each department
Key components of financial statement in lodging establishments
Benefits
A more targeted marketing process, as a result increased revpar
Accurate sales forecast, more definite staff scheduling, short and long term planning for rooms inventory
Provides important information for management decisions like pricing strategy
Maximize Revenue
Sell high when demand is high
Yield Management
Revpar
To ensure accuracy
Be aware of special events or other factors
Accurate historical record must be kept
Average Daily Rate
% of occupancy
Check-out & settlement
PMS create guest history
Room status update
Settles account
Check-in steps
Issue room key
Things to note?
Protect guests?
Check mode of payment
Methods
Vouchers
Direct Billing
Credit Cards
Cheques
Cash
Purpose
Registration
Collection of guests important information
such as?
reconfirm room rate
Room assignment
Preparation of guest arrival
Purpose?
Activities are?
Reservation
Reservation Process
Common Reservation Reports
Expected Arrival & Expected Departure
No-Show reports
R. Cancellation
R. Modification
R. Creation
Reservation Reports
Helps in forecasting
Accurate monitoring of room availability
ensure better yield & rooms management
Helps maximize room sales
Tools used
Density Charts
Cancellation Form
Amendment Form
Reservation Form
Enquiry Process
Diagram of Reservation Enquiry Process
Guest history
Hotel staff collects information
Why is it important
Ways to encourage staff?
Create constant awareness with signage in all staff areas etc
Reward staffs who contribute ideas for improvement
Provide sufficient training for new staff to get them up to speed quickly
Offer commission for staff who upsells the most revenue
Give incentive for staff receives most compliments from guests
Good planning of room inventory
Long and short term planning
Better staff Scheduling
Provide important management information
Sales forecast
Opportunity to up-sell
Create potential customer for other departments
Sell main product of hotel
First impression
How to handle?
Follow-up
Promise to take action
Restate understanding
Validate the guest's feeling
Define the problem
Never be defensive
Guest complaints
Gap 4: Promisese do not match delivery
Gap 3: Employees are unable and/or unwilling to perform
Gap 2: Service-quality standards not developed
Gap 1: Mgmt does not know what guests wants
Expectation
Communication
Productivity
Efficiency
Physical Evidence
Delivery System
Service Provider
Customer
Memorable
WOW
