五星级酒店GRO服务程序五星级酒店GRO服务程序.doc

Standard: Butlers will have basic knowledge about matters of ticketing and able to complete some basic steps in resolving them. 标准： 专职管家应有关于机票事宜的基本知识，并能够完成解决这些问题的基本步骤。 Procedures: 1. Butlers shall be knowledgeable of type of guest requests relating to matters of air-ticketing: Reservation: To reserve/book a seat on a flight for a guest or passenger. Reconfirmation: To confirm with airline that guest is leaving on a particular day via a particular flight. Change: To change guest’s departure date, flight number/departure time. Re-route: Changing of destination. Endorsement: Changing of carrier/airline company. Refund: Can only be done by guest from place of issue or purchasing. 2. Butler shall be knowledgeable of key information indicated on air-ticket: Name of passengers Departure date/time Name of airline company Flight number Class of seats From which city to which destination Reservation status Ticket number Validity period Free bag allowance Ticket restrictions 3. Butler shall always ask for second/third options from guests upon handling the requests. 4. Butlers shall take personal responsibility of safeguarding guest’s air-tickets during the request process. 5. For reference purpose, butlers shall always ask for name of airline staff who he is speaking to after they done the requests. 6. Butlers shall place guest air-ticket in Air-ticket Envelope upon handing it back to guest after completing of service. 7. Butlers shall always hand air-tickets back to guest in person. 程序： 1. 专职管家在客人各种关机票事宜的要求上应具备足够丰富的知识： 预定：为客人或乘客在某一航班上保留/预定一个位子。 确认：与航空公司确认客人将在特定的日期经由特定的航班离开。 更改：更改客人的离开日期，航班号/离开时间。 变更旅程：变更目的地。 迁票：变更航班/航空公司。 退票：只能经由客人从出票或购票处完成。 2. 专职管家应对机票上显示的关键信息足够了解： 乘客姓名 离开日期/时间 航空公司 航班号 舱位 从哪一城市至那一目的地 预定情况 机票号 有效期 允许随身携带多少包件 机票限制 3. 专职管家在处理这些要求时将总是从客人处询问并得到第二/第三种选择。 4. 专职管家个人在处理过程中将对客人的机票安全负有责任。 5. 出于参考的目的，专职管家在处理完这些要求后需总是问得他所与之对话的航空公司员工的姓名。 6. 专职管家在完成服务后需将客人的机票置于票夹内交还给客人。 7. 专职管家总是需亲手将机票