员工管理_无锡某酒店前台员工培训资料18

前台FRONT DESK部门/区域：DEPARTMENT/ AREA: FD 接待处FD RECEPTION 服务内容/工作职责：SERVICE/ TASK:FD-SOP-024 叫醒服务 WAKE UP CALL 标准：STANDARD: 确保以专业而个性化的方式准时进行叫醒服务。To make sure that the wake up call is given on time in a professional and personalized manner.宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance有效而可信的叫醒服务Efficient and reliable wake-up calls service接受宾客要求Accept the request 认真仔细倾听宾客叫醒服务的要求。Listen carefully and attentively to the guests wake up call request. 记下宾客要求并重复一遍确认要求的叫醒时间，以免发生错误。Take down the request and repeat and re-confirm the time requested to avoid confusion. 询问宾客是否需要提醒服务Ask the guest if they will require a reminder call. 称呼宾客的姓名并表示感谢，并应时的祝福客人早安或晚安。Thank the guest by name and wish good evening or good night as appropriate.确认叫醒信息准确叫醒Accurate in terms of taking instructions and actual wake-up call填写叫醒服务记录表Complete a wake up call request slip and form 在叫醒服务单上写明宾客要求叫醒的时间Write down on the wake up call form the requested time. 在叫醒服务单上填写必要的信息：Fill in the necessary details on the wake up call slip and form;姓名叫醒时间房号客人要求叫醒得日期及接手人客人提出叫醒要求日期Name / time requested / room number / date when the request was taken and who took the request/ date for when the call is to be given. 把叫醒记录单交给总机Forward the wake up call sheet to the Operator 叫醒服务不能提前分钟以上或延后三分钟以上叫醒宾客Wake up calls should be no later than 5 minutes before or 3 minutes after the requested time 把桌上的叫醒服务单与总机的叫醒服务单比较Compare the wake up call form given by the operators to the existing wake up call form available at the desk.准确接收到客人要求To receive what was requested 跟进叫醒服务Follow up wake up calls 确认没有遗忘任何一个叫醒服务。Make sure not to miss any of the wake up call requests. 打电话至宾客房间并告知他这是叫醒服务，比如，“XX先生，早上/中午/晚上好，这是您的叫醒服务。”Call the room of the guest and inform him that this is his wake up call, e.g., “Good morning/ Afternoon/ Evening Mr. X, this is your wake up call. 祝宾客度过愉快的一天。Wish the guest a pleasant day. 随时准备协助处理客人要求的其他信息。Be ready and prepared to assist the guest with any add