杭州香格里拉酒店前厅部标准操作程序

STANDARD OPERATION PROCEDURES 标准操作程序 FRONT OFFICE 前厅部 SHANGRI-LA HOTEL, HANGZHOU STANDARD OPERATION PROCEDURE 杭州香格里拉饭店 标准操作程序 DEPARTMENT: 前厅部 JOB TITLE: 前厅职员 TASK NO: 01 TASK: Telephone Skill Standards （ Page 1 of 2） 工作职责：接听电话程序 （第一页，共三页） EQUIPMENT REQUIRED: Telephone machine WHAT TO DO HOW TO DO WHY Be Prepare 准备 Be pleasant 愉快 Greeting and offer assistance 问候 Your Voice 声音 Sit straight and pay attention to the screen of the console. 在台前坐直，随时准备接听电话 Always have the pen and paper ready to take down the notes. 面前准备纸和笔，准备记录 Put a smile into your voice. Answer the call within 3 rings. Answer calls promptly and in a pleasant tone. 所有电话应在三声振铃内用清晰礼貌的声音接听，接电话时声音要愉快和真诚 Standard: NiHao, Shangri-la Club, XX speaking , May I help you? 标准：您 好， 豪华阁 ， XX讲话，我可以帮您吗？ Use callers name . 称呼客人姓名 Speaking and using your natural tone. Speak clearly and use simple language, avoid slang. Speak directly into the mouth piece. Speak normally and in an appropriate pace. Never rush or speak fast. 使用自然的声音，语 言清晰，简练，避免使用酒店专业用语。语速适中，不要让客人感受到你在赶时间 Let the caller feel our hospitality through the phone. Keep the high standard for caring the image of the hotel. To create a good impression. 切记你代表酒店，通过电话让客人感受到你的真诚和专业的服务 Shangri-La standard. 香格里拉标准 Let your voice indicate consistency create an image of friendliness and sincere. 通过你的声音使人感受到友好和真诚 People will not understand what you talk about. 使客人能够理解你所讲的内容 PREPARED BY: Stella Wang 起草人 : APPROVED BY: Mr. Ricky H. Lee 批准人 : POSITION: FOM 职位 : SIGNATURE/DATE 签字 /日期 : POSITION: FOM 职位 : SIGNATURE/DATE 签字 /日期 : SHANGRI-LA HOTEL, HANGZHOU STANDARD OPERATION PROCEDURE 杭州香格里拉饭店 标准操作程序 DEPARTMENT: 前厅部 JOB TITLE: 前厅职员 TASK NO: 01 TASK: Telephone Skill Standards （ Page 1 of 2） 工作职责：接听电话程序 （第二页，共三页） EQUIPMENT REQUIRED: Telephone machine WHAT TO DO HOW TO DO WHY Listen attentively 仔细聆听 Repeat 重复 Never simple say No” to the guest 不要轻易对客人说 “ 不 “ Use Magic words 使用敬语 Never argue with the caller 不要与客 人争执 Hold 等候 Be patient, do not interrupt the caller.， Take down some notes. 仔细聆听，不要打断客人， 作必要记录 Always repeat the caller request. 重复客人要求 We should try the best to help our guest. 我们应该尽力帮助客人 e.g. Thank you, Please, My pleasure. 如：谢谢，请，不客气等。 Do not raise your voice. 不要抬高音调 If the guest is unruly, try to handle with nice way. If can not , please refer him to your supervisor and inform supervisor of what has happened. 如果不能处理，将经过告知主管后，由主管来处理 Use the word Wait not hold Inform the caller that you are going to hold the call for a while and explain to caller of reason for putting hold. 使用电话上的等候键 提前告知将请客人等候，并说明原因 Would you please wait a moment, Mr. Tan, Thank you. “请您稍等片刻，谭先生，谢谢。 ” It is one of the way to respect our guests. 尊重客人 To avoid misunderstanding. 避免误解 High Level of service. 高标准服务 Respecting & recognize the caller by use the polite words and guest name. 使用礼貌用语，称呼并认知客人的姓名 Respecting the caller by use the polite words and guest name. Ask permission and acknowledge callers response. 使用礼貌用语，称呼客人姓名 是对客人的尊重。征求客人的同意。 PREPARED BY: Stella Wang 起草人 : APPROVED BY: Mr. Ricky H. Lee 批准人 : POSITION: FOM 职位 : SIGNATURE/DATE 签字 /日期 : SHANGRI-LA HOTEL, HANGZHOU STANDARD OPERATION PROCEDURE 杭州香格里拉饭店 标准操作程序 DEPARTMENT: 前厅部 JOB TITLE: 前厅职员 TASK NO: 01 TASK: Telephone Skill Standards （ Page 1 of 2） 工作职责：接听电话程序 （第三页，共三页） EQUIPMENT REQUIRED: Telephone machine WHAT TO DO HOW TO DO WHY Hold 等候 Problem solving 解决问题 Respecting the caller it shows our courtesy. 礼貌并且尊重来电者。 Come back on the line every minute, dont hold the call at console over 60 seconds. 每分钟接通来电者线路。 If you cant answer the question right away, please contact other concerned dept. for help and return the call to the caller. 如果你不能立刻答复来电者的问题，要与相关部门联系寻求帮助再答复。 Mr. Tan, may I check with XXX dept, and I will call you back in 5 minutes. “谭先生，我可以和 XXX部门取得联系后五分钟回电给您吗？ ” When you return the call, say, Thank you for waiting, Mr. Tan, the result is. 当你回复来电者时说： “感谢您的等候，谭先生，结果是 ” Never forget to say: Thank you for calling. to the caller. 不要忘记对来电者说： “感谢您的等候。 ” Always hang the phone after the caller. 来 Give the caller the impression that you havent forgotten about him. 客人认为你没有忘记他。 One step service 一站式服务 Showing our Shangri-la hospitality. 体现热情好客香格里拉情。 Respecting the caller it shows our courtesy. 礼貌并且尊重来电者。 PREPARED BY: Stella Wang 起草人 : APPROVED BY: Mr. Ricky H. Lee 批准人 : POSITION: FOM 职位 : SIGNATURE/DATE 签字 /日期 : SHANGRI-LA HOTEL, HANGZHOU STANDARD OPERATION PROCEDURE 杭州香格里拉 饭店 标准操作程序 DEPARTMENT: Front Desk 部门 ：前厅部 JOB TITLE: Guest Service Associate 职称 ：前台职员 TASK NO : 01 号码 TASK : Printing arrival report and registration card 工作职责 : 打印来宾报告和登记卡 EQUIPMENT REQUIRED: Fidelio workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Print Arrival report 打印来宾报告 Print registration card 打印登记卡 Check with arrival report 与来宾报告核对。 Classify the registration card 给登记卡分类。 Choose report in option menu in Fidelio & print arrival report. 在 Fidelio的 Option中选择 report来打印来宾报告。 Choose report in Option menu in Fidelio & input date, then print the registration card. 在 Fidelio的 Option中选择 Report来打印并键入日期。 Check every registration card with arrival report. 用登记卡与来宾报告核对。 Put registration card in bucket in alphabetical order. 将登记卡按字母顺序放入档里。 Be sure all the registration cards are printed. 确保所有登记卡都打印出来。 Ensure to obtain the registration card timely upon check in. 确保在客人到达时能及时找到登记卡。 We will ensure our procedures are customer friendly and easy for the customer and staff. 要确保我们的服务程序永远是以客人为核心的，且简明易行。 PREPARED BY: Stella Wang 起草人 : APPROVED BY: Mr. Ricky H. Lee 批准人 : POSITION: FOM SIGNATURE/DATE POSITION: GM SIGNATURE/DATE 职位 : 签字 /日期 : 职位 : 签字 /日期 : SHANGRI-LA HOTEL, HANGZHOU STANDARD OPERATION PROCEDURE 杭州香格 里拉 饭店 标准操作程序 DEPARTMENT: Front Desk 部门 ：前厅部 JOB TITLE: Guest Service Associate 职称 ：前台职员 TASK NO : 02 号码 : TASK : Block rooms for arrivals (page 1 of 3) 工作职 责 : 房间预留 EQUIPMENT REQUIRED : Fidelio Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Block all VIP rooms first. 预留 VIP房间。 Block rooms for early arrivals. 为早到的客人预留房间 Let room controller block rooms for VIP one day before. Block rooms from the reservation screen using F3 in Fidelio to search for the desired room type. 由 Room controller为 VIP提前一天预留房间。 在 Fidelio内使用 F3从预定屏中预留房间，以寻求所需房间的类型。 Block only vacant clean room for early arrivals. 为早到的客人预留干净的空房间。 Inform relevant departments for the various amenities requested. For example, Housekeeping for flowers and room service for fruits basket. 通知有关部门提供所需的各种欢迎品。例如，客房部提供鲜花，送餐部提供果篮。 Input DNC in the instruction field in reservation screen for staff special attention. 在预定屏备注栏输入 DNC 以提请员工注意。 As far as possible, block vacant clean rooms one day before. 尽可能提早一天预留干净空房。 To ensure that VIP guests have their priority room blockage so that specific needs will be met as well as to block the best rooms for them. 确保 VIP客人享有预留房间的优先权，以便满足其具体需 求并为其预留最好的房间。 We will ensure our procedures are customer friendly and easy for the customer and staff. 我们要保证我们的服务程序有益于客人并方便员工。 To allow each departments to take the necessary actions to prepare the room for the guest. 让每一个部门采取必要的举措为客人准备好房间。 To alert everyone that the room blocked should not be changed because items may have been placed in the room. 提醒各位：因为房间内各项备品已放置，所以不可更换。 To ensure that the rooms are ready check-in immediately when guests arrive early. 确保当客人较早到达时可以立即登记入住。 PREPARED BY : Stella Wang 起草人 APPROVED BY : Mr. Ricky H. Lee 批准人 POSITION: FOM 职位 ： SIGNATURE/DATE 签字 /日期 : POSITON: GM 职位 SIGNATURE/DATE 签字 /日期 : SHANGRI-LA HOTEL, HANGZHOU STANDARD OPERATION PROCEDURE 杭州香格里拉 饭店 标准操作程序 DEPARTMENT: Front Desk 部门 ：前厅 部 JOB TITLE: Guest Service Associate 职称 ：前台职员 TASK NO : 02 号码 : TASK : Block rooms for arrivals (page 2 of3) 工作职 责 : 房间预留 EQUIPMENT REQUIRED : Fidelio Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Block rooms with no arrival times. 为未知抵达时间的客人预留房间。 Block rooms with other (know) arrival times. 为其他已知抵达时间的客人预留房间。 If vacant dirty rooms are blocked, inform housekeeping immediately providing them with the expected time of arrivals. 如预留的空房为清洁，立即通知客房部，以使他们在客人到达的预计时间内做好准备。 Block vacant clean rooms first for on day arrival. 先在当日预留干净的空房。 If not available, block vacant dirty rooms and inform housekeeping immediately, providing them with the expected time of arrivals. 如果没有干净的空房，则预留未清洁的空房并立即通知客房部，以使他们在客人到达的预定时间内做好准备。 Use discredtion and take note of expected arrival times when blocking dirty rooms. 谨慎处理，当预留未清洁房间时，记载客人到达的预计时间 Inform housekeeping about each room blocked and the expected arrival times. 通知客房部关于每一间已 预留的房间和客人抵达的预计时间。 So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in. 客房部首先将这些房间清洁，以确保为登记的客人预先准备好房间。 Guest may check n at any time. 客人可以随时登记住房。 So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in. 以使客房部首先将这些房间清洁，以确保为登记的客人预先准备好房间。 So that vacant clean rooms may be available for any walk-ins. 以便使任何走进来的客人均有可用的干净空房间。 In order for housekeeping to schedule the maids to clean the rooms according to the arrival times. 以便客房部根据抵达时间安排服务员打扫房间。 PREPARED BY : Stella Wang 起草人 APPROVED BY : Mr. Ricky H. Lee 批准人 POSITION: FOM 职位 ： SIGNATURE/DATE 签字 /日期 : POSITON: GM 职位 SIGNATURE/DATE 签字 /日期 : SHANGRI-LA HOTEL, HANGZHOU STANDARD OPERATION PROCEDURE 杭州香格里拉 饭店 标准操作程序 DEPARTMENT: Front Desk 部门 ：前厅部 JOB TITLE: Guest Service Associate 职称 ：前台职员 TASK NO : 02 号码 : TASK : Block rooms for arrivals (page 3 of 3) 工作职 责 : 房间预留 EQUIPMENT REQUIRED : Fidelio Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Block back to back rooms. 预留尚未退房的房间。 Block rooms for elderly guests or disabled guest. 为年老的客人或残疾客人预留房间。 Block rooms for single female executives. 为单身的女商人预留房间。 Do so only s a last resort. Use this method for very late arrival; But allow sufficient time for housekeeping to clean the rooms, taking into consideration the time for them to end their shift 只有在别无选择时才如此，用于特别推迟抵 达的客人，给与客房部充足的时间以打扫房间，充分考虑到他们完成工作的时间。 Block rooms on lower floors as well as near to elevator and emergency exits. 预留房间在低楼层，靠近电梯和紧急安全出口。 Block handicapped rooms. 为残疾客人优先预留残疾房。 Block rooms without connecting doors unless specifically requested. 除非特殊要求，否则预留 无连通门的房间。 Current guest in the room may extend stay or have an unexpected delayed check out. 目前住在客房内的客人可能延长居留时间或推迟退房结账。 For easy exit in the event of emergencies as well as for guest抯 convenience. 可以方便客人在紧急事件中容易进出安全出口。 A connecting door in the room of a single female executive may be perceived as an element of insecurity for them; as well as to prevent the unlikely event of someone else opening the connecting door accidentally. 单身女商人住在有连通门的房间被视为非安全因素。也已防止有偶然打开连通门而发生不愉快事件。 We will do more for the customer in every customer contact. 要利用每次同客人接触的机会为客人提供超前的服务。 PREPARED BY : Stella Wang 起草人 APPROVED BY : Mr. Ricky H. Lee 批准人 POSITION: FOM 职位 ： SIGNATURE/DATE 签字 /日期 : POSITON: GM 职位 SIGNATURE/DATE 签字 /日期 : SHANGRI-LA HOTEL, HANGZHOU STANDARD OPERATION PROCEDURE 杭州香格里拉 饭店 标准操作程序 DEPARTMENT: Front Desk 部门 : 前台 JOB TITLE: Guest Service Associate 职称 : 前台 TASK NO: 03 号码 : TASK: Monitoring Room Status 工作职责 : 掌握房间状况 EQUIPMENT REQUIRED: Fidelio workstation 所需设备 : Fidelio 工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Block room for arrival with vacant clean status at beginning of each shift 给预抵客人安排干净的空房 Assign room for VIP guests 给贵宾安排房间 Monitor rooms with vacant dirty. 掌 握未清洁空房的状况。 Monitor rooms with back to back status. 掌握尚未退房的房间状况。 - View arrival report - Retrieve room availability from Fidelio House Status Function - Input the room No. in guest folio 根据预抵报表，从系统中选出干净 空房的房号分给客人 Assign rooms according to availability with early arrivals and VIP given priority. 首先给早到的客人和贵宾安排房间 Print out room status report from Fidelio System, highlight all VD” rooms. 在 Fidelio系统中打印出房间状态表，并标注出 VD” 房间号。 _ Work very closing with housekeeping GSA. According to the arrival guest time, make dirty to clean room. Constantly monitor these rooms by checking the room status in Fidelio 与客房部员工密切配合，保证根据客人的到达时间将房态改为干净。 随时在 Fidelio中检查房间的状态。 These rooms will be mainly for late arrivals. Allow sufficient time for HSkP cleaning. - To inform HSKP ordertaker a required due out rooms with departure time. - To check those room status and inform the HSKP ordertaker if there are any change. Monitor vacant clean status closely to ensure that room is ready when the guests arrive to check in. 这些房间主要为晚到的客人准备，通知客房部 所需要的未退房的房号，并给客房部预留足够的打扫房间的时间。随时确认房态，保证客人到达时房间准备好。 To ensure that rooms are ready for arrivals. 确保在客人到达前房间准备好 To ensure guests do not have to wait for rooms upon their arrival. 避免让客人到达酒店时等候房间 To identify the room status as vacant dirty. 以便识别房间状况是未清洁的空房 。 Room status is continuously changing as room attendants will immediately update the status whenever they clean the rooms. Update information so as to provide first time service 客房服务员会随时打扫房间，因此房间状态也会不断变化。 To provide consistent, professional and efficient service. 提供持续，专业和有效的服务 PREPARED BY : Stella Wang 起草人： APPROVED BY : Mr. Ricky H. Lee 批准人： POSITION: FOM 职位 ： SIGNATURE/DATE 签字 /日期 : POSITON: GM 职位 SIGNATURE/DATE 签字 /日期 : SHANGRI-LA HOTEL, HANGZHOU STANDARD OPERATION PROCEDURE 杭州香格里拉 饭店 标准操作程序 DEPARTMENT: Front Desk 部门 ：前厅部 JOB TITLE: Guest Service Associate 职称 ：前台职员 TASK NO : 04 号码 : TASK : Handling In-House amenity (page 1 of 2) 工作职 责 : 客人欢迎品安排程序 EQUIPMENT REQUIRED : Fidelio Workstation 所需 设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Analyze the arrival report and guest amenity summary report generated by Fidelio. 分析由 Fidelio打印出来的抵达报告和客人欢迎品报告。 Check guest history(remarks in guest profile) for any special needs. 检查客人历史 (客人个人资料备注栏 )，以查是否有特殊需要。 Report issue 报表分发 Raise the amenities requisition form for same day booking. 填好当天预定的欢迎品申请表。 Go through each reservation and highlight the special requests or amenities. 通览每一个预定，在特殊要求处做出突出标记。 View the remarks in the guest profile to look for any special needs or requests during the guest抯 previous stay. 查看客人的个人资料，查找在客人以前居住期间是否有特殊的需要或要求。 First issue: To complete blocking early arrival and VIP rooms, the amenities report should be passed to room service before 09:30 第一次分发报表，在每天 09： 30之前将所有的早到客人和贵宾的房间安排好后。 Second issue: To complete blocking most of arrival rooms, the amenities report should be issued to room service before 12:00. 第二次分发报表，在每天 12： 00前，将大部分抵达的客人房间安排好后。 For the same day booking, fill in the details such as name, day of arrival, expected time of arrival, requests, room number which has been blocked. Pass this report to room service To ensure that all requests are attended to and that nothing is missed. 确保所有的要求都被得到注意， 并无一遗漏。 To provide efficient service for the guest as well as to ensure that mistakes are not repeated. 为客人提供高效率的服务，并确保不重复出错。 To ensure consistency in our service and all amenities are sent promptly. To show guest we take note of his preference. To give room service enough time to prepare and deliver the amenities. 保证我们服务的持续性和确保所有的欢迎品及时送达。 使客人感受到我们关注他们的喜好 给送餐部足够的时间准备和递送欢迎品。 Complete details are important as it will help the respective department to prepare for the special request. 详细填写各项是很重要的，因为这将有助于各个部门为客人的特殊要求做准 备。 PREPARED BY : Stella Wang 起草人 APPROVED BY : Mr. Ricky H. Lee 批准人 POSITION: FOM 职位 ： SIGNATURE/DATE 签字 /日期 : POSITON: GM 职位 SIGNATURE/DATE 签字 /日期 : SHANGRI-LA HOTEL, HANGZHOU STANDARD OPERATION PROCEDURE 杭州香格里拉 饭店 标准操作程序 DEPARTMENT: Front Desk 部门 ：前厅部 JOB TITLE: Guest Service Associate 职称 ：前台职员 TASK NO : 04 号码 : TASK : Handling In-House amenity (page 2of 2) 工作职 责 :客人欢迎品安排程序 EQUIPMENT REQUIRED : Fidelio Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 To meet guest抯 any additional requirement. 满足客人的其他需求。 Ensure that the requested amenities have been placed in the room prior to guest arrival. 确保各项要求的欢迎品在客人到达之前送到房间。 对于当天的预 定，将详细的内容，例如：客人姓名，抵达日期，预计抵达时间，要求，预留的房号等。将报告交给送餐部。 Confirm with concerned department regarding some special set up amenities. 与其他相关部门确认客人的其他需求得到满足。 Telephone the respective departments to ensure that the item requested have been sent to the room. 与各个部门通电 话以确保所要求的各项均送到房间内。 For VIP guest, GRO must go to the respective room and physically check to ensure that the requested amenities have been placed in the room prior to guest arrival. 亲自去 VIP房间检查，确保在客人到达之前将欢迎品在房间安排好。 To double check again so that nothing is omitted. We will be consistent in our delivery of service. 再次检查以免有所疏漏。 对客服务要保持一致。 PREPARED BY : Stella Wang 起草人 APPROVED BY : Mr. Ricky H. Lee 批准人 POSITION: FOM 职位 ： SIGNATURE/DATE 签字 /日期 : POSITON: GM 职位 SIGNATURE/DATE 签字 /日期 : SHANGRI-LA HOTEL, HANGZHOU STANDARD OPERATION PROCEDURE 杭州香格里拉 饭店 标准操作程序 DEPARTMENT: Front Desk 部门 ：前厅部 JOB TITLE: Guest Service Associate 职称 ：前台职员 TASK NO : 05 号码 : TASK : Preparation for guest arrivals 工作职 责 : 为客人到达做准备 EQUIPMENT REQUIRED : Fidelio Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Print arrival reports and registration card 打印报表和登记卡 Prep