MANUAL FOR THE RESERVATION DEPARTMENT CROWNE PLAZA VIENTIANE Email: [email protected] Phone: +856 (21) 908888 (Ext: 8818-21) Direct: +856 (21) 922882 20 Samsenthai Road, Nongduang Nua Village, Sikhottabong District, P.O.Box 4269, Vientiane, 01000, Lao PDR.
MANUAL FOR THE RESERVATION DEPARTMENT
The Crowne Plaza Vientiane is conveniently located on the city's main road Samsenthai, connecting Watthay Airport and Vientiane downtown. Crowne Plaza Vientiane is a newly built international 5-star hotel operated by the Intercontinental Hotels Group. Overlooking King Fa Ngeum monument and the Mekong River, the Crowne Plaza Vientiane provides both business and leisure travelers an ideal location for conferences, business trips or a relaxing city trip. Introduction
Contents Hotel information 1-4 VTECP Rooms Type 5 Duty of the reservation department 6-7 Punctuation Mark 8 Phonetic Alphabet 9 About Opera PMS 10 How to reservation and rate inquiry 11-16 How to Cancel Booking 17-18 Airport Transfer 19-20 How to attrached a routing 21-24 Conversation sentence 26-34 Page
Check-In and Check-Out time? Check-In Time: 3:00 PM Check-Out Time: 12:00 PM Late checkout is available subject to availability Early check-in may be available subject to availability Hotel information Languages spoken by staff English, Spanish, French, Japanese, Vietnamese,Tagalog, Malaysian, Chinese. Internet Options Wireless Internet service is free for all (accommodation, outlet, function, and RC members) guests Internet speed is 50MB/bps. It is the fastest internet among hotels in Vientiane (wait until we complete research on newly opened hotels) Wired internet connection is available in guest rooms (cable in every room) and function rooms (on request) 1
Parking Number of parking spaces: Total 196 lots control parking (basement 66 lots, outdoor 70 lots, evening additional 60 lots) Accommodations Detail: The first international 5-star hotel in Vientiane operated by the Intercontinental Hotels Group 10 Floors 198 luxuriously appointed rooms and Suites 138 king size bedrooms + 58 twin bedrooms + 2 Accessible rooms 2
Meeting room: 1 grand ballroom which can split into 3 separate function rooms and 6 smaller meeting rooms Restaurant : MOSAIC, all day dining, located on the first floor, Opens daily from 06:00 - 22:00 3 MERCHANTS, Indochine cuisine, located on Ground FloorOpens daily for lunch from 11:30 - 14:30 and Dinner from 17:30 to 22:00 ELEPHANT LOUNGE, located on ground floor, Opens daily from 09:00 to 23:00 SPLASH, located on 3d floor, Opens daily from 09:00 - 19:00 GARDEN, located on ground floor, Opens daily from 17:00 to 23:00 IN ROOM DINING, 24 hours room service Hotel information 3
EXECUTIVECLUBLOUNGE locatedon2ndfloor,Opendailyfrom06:00-22:00 (forclubandsuiteroomguestsandbypurchaseofbenefitonly) Spa locatedon3'floor,Opendailyfrom10:00-20:00 HealthClub(Fitness) locatedon3dfloor,Opendaily24hours (foraccommodationguestsandmembersonly) Pool locatedon3dfloor,Opendailyfrom7:00-20:00 Hotel information 4
VTECP Rooms Type 5
Duty of the reservation department Update Holidex Update special requests from the guests Update TBA rooming list of the guests Check Reservation Cancellation Print reservation cancellation reports Check Loyalty Points Reply to the guests via OTA Create a booking for the guests Reply Email the guests Make the confirmation letter Update the rooming list for the group 6
Duty of the reservation department Reservation Airport pick up and Drop off Check email and reply to urgent Inquiries Advance Purchase, Non-Refundable Bookings Charge credit card Process Cancellation Charge for OTA- Based on Rate code terms & conditions Check arrival & VIP Codes for the next day’s arrivals LCU Check and print a List of commission updates daily Upload reports to VTECP one drive every daily Monitor duplicate profiles Verify OTA Statement payment Monthly Room Package Report - Send to Marketing Team 7
Punctuation Mark 8
Phonetic Alphabet 9
Opera PMS
10 OPERA PMS is designed to meet the different requirements of an individual hotel unit, regardless of size, or even a hotel chain, providing comprehensive information at all levels of the process such as create a booking, reservation airport pick up and drop off, print reservation reports, up to financial management. About Opera PMS
How to reservation and rate inquiry 11 1.Press F5 on the key board 2.Click rate query
12 Arrival date Departure date Adults and Children Number of rooms Appropriate Company or Travel Agent 3. Or press F7 for a quick key reservation, Key in correct information such as: Key in correct information
13 4. After you clicked on appropriate Company or Travel Agent a new screen will pop up with a list of companies to choose. Choose the correct one then click OK Agent Company
14 5. The new screen will pop up with available room rates and types. Choose an appropriate room type and rate. Then, click OK. Alternatively, you may click Scope should you wish not to reserve a room Choose an appropriate room type and rate
15 Name the guest Membership Arrival date Departure date Reservation type Source Payment by...... Origin from 6. Key in correct information about the guest: The green fields are fields that need to be filled in.
Then , Click OK to save 16 7. Additionally key in the booker details and any specials and comments as necessary for make it easy for the front department to understand when guests come to check-in Put in details specials and comments
How to Cancel Booking 17 Cancel the reservation click new reservation Tab and Click Update reservation you can search a reservation and highlight the reservation that you prefer to cancel then select Option on the right hand or you can simply go to cancel on the bar right hand side too. Click Cancel to put reason
After "Click" OK in cancellation, Opera will provide the cancellation number screen, and "Click" OK to return to the reservation search screen, if the booking has any deposit and the canceled booking date is free of charge (within a refundable period), particularly the refund will be processed by front office accordingly (Front office will correct the deposit in the system and process the refund) and confirm again with Finance team after we can get the actual 18 Then , Put reason to cancel booking
Airport Transfer 19 1.In individual reservation window, click More fields More Fields More Fields: Additional information such as transportation requirements.
20 Pick up Request, Arrival date, Puck up time, carrier code (flight number) Station code, Transportation type. 2. In More Fields window, Key in the correct flight information such as: 3. Then, click OK to saved
How to attrached a routing 21 Routing must be attached to ensue that a specific charge is transferred to a designated payment, 1. In a reservations window, click on Options and click Routing Routing
22 2. Click on New
23 3. Insert correct routing to the desired room
24 4. New window will pop up to ask transactions type, insert the correct transactio type. Then, click OK.
Conversation sentence Direct Hotel Reservation Request 25
Answer the phone in the first 3 rings (standard). Smile on the phone and greet the caller and say: Sabaidee, Thank you for calling Crowne Plaza Vientiane, Reservation Department, 'Kunyarud' speaking, How may I assist you?" 26
Wait for the guest's response and make sure you have a note and pen beside. you to take down the inquiry details. Ask the guest the following: "Ma y I know who am spe a k ing to? " "Ma y I know whe r e you a r e c a l l ing froms ir/madam? " 27
Add a Make sure to note down all details. Always say "Thank You" when the guests / caller answer your questions. Ask the guest the following: "May I ask Sir/Madam if you have stayed with us before?" "May I ask if Mr. / Mrs. (guest name) has stayed with us before?" "May I have the name of the guest for whom the reservation has to be made?" "May I know if you are a member of our loyalty program (IHG One Rewards Club Silver Elite Gold Elite Platinum Elite and Diamond Elite) 2 288
"May we kindly have the arrival and departure date, please?” "May I know how many rooms do you require Sir/Madam and how many guests will stay in the room?" "Would you like to have a smoking or non-smoking room?" 29
After receiving the details/information: "Thank you for details Sir/Madam, please kindly hold the line and allow me to check the room availability for you.” 30
After checking the details “Thank you very much for holding the line, we do have rooms available for the period on........ we have standard king Bed Non-smoking at [USD….] and Business Room Smoking left available at [USD….], room rate is inclusive tax and service charge / all-include breakfast.” 31
After checking the details "May I know which room type you would like to book Sir/Madam?" "May I also ask if you or 'Mr./Ms' will be needing an airport pick-up? 32
Inform the airport transfer charges and the capacity of the car. If the guest requires for a transfer: "May I have the flight details, please? [flight number & estimated arrival time] Ex. "Our airport transfer charges USD…. net per way and the car will be shared by a maximum of 3 guests." 33
St a t e the a irport tr ans f e r ins truc tions "Our conc i e rge t e am/r epr e s ent a ti v e wi l l be wa iting for the gue s t a t the a rri v a l ga t e holding a Crowne Pl a z a Logo." 34
I would like to express my sincere thanks to my manager, Ms. Lovelie Tolentino and the reservation team for invaluable help and constant encouragement throughout my internship. am most grateful for teaching and advice. In addition, I am grateful for my teachers, Asst. Prof. Dr. Supattra Sroypetch for giving me advice throughout my project Kunyarud Butsa (Ms.) Try me E-Book
10 Manual for the reservation department Prepared by Ms. Kunyarud Butsa Khon Kaen University Nong Khai Campus
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