RESERVATION

NI DUNG1. 2. 3. 4. 5. 6. 7. M t Mc tiu t phng Ngun t phng Hnh thc t phng Loi phng v gi phng Phng thc thanh ton Mu t phng

8.9.

Quy trnh nhn t phngHy yu cu t phng

10. D on cng sut phng

T PHNGMua Tip nhn yu cu Chp thun hoc t chi bn Thu thp ng tin y phng thng B sung cp nht thay i vi gi

D tr tnh hung khng n

v thi gian

Cung cp danh sch H tr ban lnh o

tha thun trc

Phng y khng ch l bt c phng no m phi l phng p ng tt nht cc yu cu ca khch

MC TIU T PHNG m bo yu cu t phng ca khch ph hp Lu tr h s t phng Kim tra c hiu qu lt khch ra vo khch sn Thng bo nhng yu cu t phng trong tng lai

To iu kin cho cng ty l hnh bn tour

NGUN T PHNG Trc tip n khch sn (in person direct) H thng t phng vi tnh (computerised system)

in thoi min ph (toll free telephone)KS t cho KS (property to property referal) Internet, Th in t (mail) in tn, fax Hng l hnh (travel agents) Vn phng hng khng (airline office) i din bn hng (sales representative) Cng ty kinh doanh (companies)

HNH THC T PHNGM BO (Guaranteed)?

KHNG M BO (Non guaranteed)

?

YU CU * t tin cc (Advance deposit) - Tin mt: 100% m u tin - Th tn dng: S th, Tn ngi dng th, Loi th, Ngy ht hn * Hng hoc cng ty ha thanh ton: S ti khon NH, n P (Voucher), Th xc nhn (confirmation letter)

HNH THC T PHNG

Vn bn xc nhn t phng (Confirmed reservation)

Khng nh cc chi tit trong h s t phng l chnh xc

Khch kim tra cc thng tin t phng, khng nh vic gi phng v phng thc thanh ton

LOI PHNGSingle room Double room Twin room Phng n Phng i c 1 ging i Phng i c 2 ging n

DD room/TD roomTriple room Suite room Quad room King room Queen room

Phng rng c 2 ging iPhng 3 ngi, 3 ging n, 2 n 1 i Phng khch v phng ng Phng 4 ngi Phng rng c ging King (2 x 2,2m) Phng rng c gng Queen (1,8 x 2m)

Minisuite/Junior suite Phng c khu vc tip khch v phng ng

Connecting roomsAdjoining rooms Adjacent rooms Handicapper

Phng thng nhauPhng k nhau c chung tng Phng gn nhau Phng dnh cho ngi khuyt tt

GI PHNGGroup rate Complimentary (FOC) Day rate Bed & Breakfast Gi on Gi min ph Gi phng s dng t 9 am n 6 pm Gi gm tin phng v n sng

Dinner, Bed & Breakfast Gi gm tin phng, n ti v n sng

European PlanAmerican Plan Modified American Plan Half day rate Early morning arrival Tour rate/crew rate Corporate rate Industry rate Surcharge

Gi ch gm gi phng, khng c ba nGi gm tin phng v 3 ba n Gi gm tin phng, n sng, n ti/tra Gi thm sau thi gian check out Gi n sau na m hoc sng sm Gi tha thun da vo s lng t phng Gi tha thun vi cng ty Gi cho ngi lm trong ngnh Gi ph thu vo ma cao im

TRANG THIT B TRONG PHNG Ging

Standard: 1.2m x 2.0mQueen: 1.8m x 2.0m

Double:King:

1.4m x 2.0m2.0m x 2.2m

Extra bed: 1.0m x 2.0m

Baby cot: 0.9m x 0.8m

Phng tmMy nng lnh; bn tm hay vi sen;

Trang thit b khcTruyn hnh v tinh/cp; My iu ha; Minibar; dng c pha tr, caf; Internet

PHNG THC THANH TON

T THANH TON (Own account)Tin mt (cash):

C QUAN THANH TON (Account to company)

Tin bn x (local currency) Ngoi t (foreign currency)

Sc du lch (Travelers cheque)Th tn dng (Credit card)

Phiu do hng du lch pht hnh dng thanh ton mt phn hoc ton b chi ph ca khch trong qu trnh khch sn

VOUCHER

KIN THC BUNG PHNG V tr ca phng

Gi phng Loi phng Trang thit b phng S ngi trong phng Gi dch v km theo

MU T PHNG H v tn khch a ch, s in thoi, cng ty Phng thc thanh ton Ngy n, gi n

Ngy i, gi i S lng phng, loi phng, gi phng

Yu cu c bit Tn ngi t, ngy t, cng ty

MU T PHNGHy thit k mt biu mu ng k phng trong c: 1. Mi thng tin m bn thy cn thit 2. C th in ngay mi thng tin m ngi yu cu t phng cung cp 3. D dng in v tra cu v sau. Gii thch lm th no biu mu ca bn tha mn nhng yu cu trn.

QUY TRNH NHN T PHNGt phng bng lit phng bng vn bn

Nhn vin tip nhn yu cu t phng Kim tra xem c phng hay khngNu c Nu khng

Tha thun nhn t phng Xc nhn vi khch v chnh sch hy b t phng v bi thng ca KS Kt thc giao dch Lp h s khch

Thuyt phc khch chn gii php thay thNu khng ng

Cm n khch, mong c dp phc v khch

Gii php thay th ngh khch thay i ngy n.

ngh khch chp nhn mt loi phng khc. a vo danh sch ch (Waiting list). Gii thiu mt khch sn khc Cui cng xin li, cm n v hn dp khc.

BIU PHNGCONVENTIONAL CHART (Theo s phng) ?

DENSITY CHART (Theo loi phng)

BIU PHNGMonth: April Type Room No S D 1 2 3 4 5 6 1 2 3 4 5 6 7

7 CONVENTIONAL CHART

BIU PHNGApril SB 5 4 3 2 1 S 6 5 4 3 2 1 D 2 1 1 / / / 2 / / / / / / / / 3 / / 4 / / / / 5 6 7 8

/ / / / /

/ / / / / /

/ / / /

/ / / /

DENSITY CHART

CHNH SCH HY PHNGT PHNG KHNG M BO 1. Nm thng tin ca khchTn khch, ngy n, tm h s t phng gc

2. Ghi nhn vo h sTn ngi hy, s in thoi, ngy gi hy

3. Lu vo cancellation log book 4. Chnh li trong ton b h s

CHNH SCH HY PHNGT PHNG M BO1. Tm v kim tra h s t phng gc 2. Ghi nhn cc chi tit hy phng 3. Vo s log book

4. To m s hy v cp cho khch nu vic hy c thc hin trc gi quy nh5. Xc nhn vic hy phng bng vn bn 6. Hy trn my vi tnh 7. Nu nhiu t phng hy th ?

CHNH SCH HY PHNGLOG BOOKDate Time ARR Date 4 SEP Name Bowles CXL Ref Clerk K.Lek CJB Number 248IHCJB01

1 4 SEP 10:30

248IH CJB 01

: 4 SEP: M s khch sn : Tn NV tip nhn vic t phng : S th t trong cancellation log book

CHNH SCH HY PHNG C nhn Trc 5 hoc 7 ngy: 0%

Cn 24 gi:Khng bo:

theo t l100% m u tin

Khch on

5%/Tng s phng:30%/Tng s phng:

90 ngy trc s kin30 ngy trc s kin

Lun l v thin cm

Tip nhn thng tin nhanh chng Tm hiu nguyn nhn Mi mc ln t phng khc

IU CHNH H S T PHNG Ghi nhn thng tin iu chnh Xc nhn t phng c (M s, ngy n)

Ghi nhn thng tin mi: S lng, loi phng, ngy n, ngy i, s lng khch

Tha thun kh nng p ng

Lp phiu t phng mi Ghi tn ngi iu chnh Xc nhn li thng tin thay i Cp nht thng tin vo my Bm phiu t phng mi trn phiu c

K NNG TR LI IN THOIIN THOI BN NGOILi cho/tn khch sn/ ngh gip

Xin cho. y l khch sn.Ti c th gip g cho qu khch? (Good morning. .. Hotel. How may I help you?)

K NNG TR LI IN THOIIN THOI BN TRONGLi cho/tn b phn/tn ngi ni

Xin cho. L tn. Hng xin nghe.(Good morning. Reception. Hng speaking)

K NNG TR LI IN THOI Lun ci ti trc khi tr li Tr li trong vng 3 hi chung Nhc my bng tay tri (tay khng thun) Cho theo cu chun vi ging ti, thn thin Xin tn khch v s dng tn khch

Ni to va phi, r v chm hn bnh thng Khng dng thut ng hay ting lng Lng nghe, khng ngt li khch Cm n v gc my sau cng.

TNH HUNGHy ng vai mt ngi hi thng tin v vic t phng vi mt khch sn trong khu vc. Bn ang nh t phng cho mt ngi thn ti chi. 1. Hy lin h trc tip vi nhn vin khch sn hi v gi c, tnh trng phng, th tc ng k, yu cu c bit nh ging siu rng, tin nghi cho sc vt mang theo, n phi trng, n khch sn tr

2. Hy vit ra giy nhng cm ngh ca mnh v cuc giao tip .

D ON CNG SUT PHNGKhch sn c 250 phng. m 4/10 c 175 phng c khch thu. Vo ngy 5/10, d kin c 120 phng i, cn li 55 phng khch vn tr ng t m trc. Cng s c 108 phng t trc khch s n vo ngy hm . Da trn cc d liu trc y, tnh hnh i v n ca khch c d kin nh sau: 12% khch khng n v bo hy, 10% khch l so vi d kin phi i, 4 phng c bo tm ng sa. Theo bn, c nn nhn thm yu cu t phng cho khch vng lai hay khng? Nu c th bao nhiu?

D ON CNG SUT PHNGOverstay: Understay: khch di hn thi gian d kin (4%) khch i sm hn thi gian d kin (10%)

No show:

khch khng n nhng khng bo hy (10%, 2%)

Cancellation: khch khng n c bo hy

Rooms:Occupied last night: Arrival: individual group Departure

693588 70 250 211

Departure expected:Overstay (4%): Understay (10%) Departure: Arrival: individual (-10%) group (-2%) Arrival:

211-24 + 59 246 63 245 308

D ON CNG SUT PHNG

Total Rooms:

693

- occupied last night:= vacant overnight: + departure = vacant before arrival - Arrival

588105 246 351 308

Rooms to sell

43

T PHNG I VI KHCH ON

QUY TRNH N KHCH ON

BIU PHNG (khch on)on T9 D1 D2 D3 D4 D5 D6 17 40 28 24 30 1 25 25 2 3 4 5 6 7 8

20 30% ko n ngy u

20 30% ko n ngy u

70/ 30

69/ 31

117/ -17

117/ -17

77/ 23

52/ 48

24/ 76

NHNG IU CN LU Cc chi tit v on: hnh thc, thi gian, s lng Cc chnh sch ca khch sn: phn phng, ti v a ngi t chc on gp BG Gii thiu bn t chc vi nhn vin t phng Cp nht tnh hnh phng c ca khi phng dnh ring cho on Lu bn t chc hi ngh v vic ng k gi nguyn khi phng Sa cha nhng sai st Bit r nhng yu cu ca on: lch trnh, n ung

Lm th no on khch vui v? m bo on c ng k trc Tn trng gi cho Thng bo gi gic on khi kt thc hi ngh Bo m c y cc thit b v vn hnh tt

Cung cp s tng, phng ca khch sn Kinh doanh nhng g thnh ph c Cung cp y cc thng tin cn thit Ch mi on c nhng yu cu khc nhau

K THUT BN PHNGRange of choices Top Down Bottom up

Khng gim gi Khng mt sn phm bn mt phng sn phm khc cao hn

PHNG DELUXE HN PHNG STANDARD KHCH L V KHCH DOANH NHN LU HN L NGN NGY PHNG N HN PHNG I KHCH C NGN SCH RNG RI, C YU CU PHNG HP, TIC HN KHCH ON

CU HI NG DNG

Khch sn c li ra sao khi nhn t phng cho cc on khch? Nu khch on mang li li nhun th ti sao phi gii hn t l dnh cho khch on trong kinh doanh phng?

TNH HUNGNV P gii thiu mc gi thp nht, nhng khch vn mun c gim gi hn na Khch quen n nhiu ln, mun mua phng vi gi nh ln trc, nhng gi hin ti li cao hn. Khch sn bn ht phng trong thi im y, nhng vn cn khch t phng.

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Khch l Cn b ca mt Cng ty bn hng thng hay gi khch n khch sn, nhng k ny l i vic ring