Standard: 标准： Butlers will have basic knowledge about matters 专职管家应有关于机票事宜的基本知识， of ticketing and able to complete some basic 并能够完成解决这些问题的基本步骤。 steps in resolving them. Procedures: 程序： 1. Butlers shall be knowledgeable of type of 1. 专职管家在客人各种关机票事宜的要 guest requests relating to matters of 求上应具备足够丰富的知识： air-ticketing: § 预定：为客人或乘客在某一航班上保留/ § Reservation: To reserve/book a seat on a flight 预定一个位子。 for a guest or passenger. § 确认：与航空公司确认客人将在特定的 § Reconfirmation: To confirm with airline that 日期经由特定的航班离开。 guest is leaving on a particular day via a particular flight. § 更改：更改客人的离开日期，航班号/ 离开时间。 § Change: To change guest’s departure date, flight number/departure time. § 变更旅程：变更目的地。 § Re-route: Changing of destination. § 迁票：变更航班/航空公司。 § Endorsement: Changing of carrier/airline § 退票：只能经由客人从出票或购票处完 company. 成。 § Refund: Can only be done by guest from place 2. 专职管家应对机票上显示的关键信息 of issue or purchasing.