威尼斯皇冠假日酒店《客户服务中心新员工入职培训手册

GUESTSERVICECENTERTABLEOFCONTENTSPARTONEPART1WELCOMELETTERFROMDIRECTOROFROOMSPAGE03DEPARTMENTALORGANIZATIONCHARTPAGE04PART2JOBDESCRIPTION1GSCMANAGERPAGE052GSCSUPERVISORPAGE063GSCSHIFTLEADERPAGE074GSCAGENTPAGE08STANDARDOPERATINGPROCEDURES5TELEPHONEETIQUETTEPAGE096HANDLINGWAKEUPCALLSPAGE157MAKEARESERVATIONPAGE188FAX/MESSAGEDELIVERYPAGE229DONOTDISTURBREQUESTPAGE2610CONFIDENTIALREQUESTPAGE2711SCREENCALLSPAGE2812LUGGAGECOLLECTIONPAGE2913GUESTREQUESTITEMSPAGE3114ROOMCHANGEPAGE3315MAINTENANCEREQUESTPAGE3616MINIBARPOSTINGPAGE3817WEATHERFORECASTPAGE4018LONGDISTANCECALLSBYHOTELSTAFFPAGE4119HANDLINGGUESTCOMPLAINTBYPHONEPAGE4220HANDLINGLOSTENSURINGTHATATALLTIMESMAXIMUMGUESTSATISFACTIONISBEINGACHIEVEDTHROUGHGUESTRECOGNITIONANDPROMPTCORDIALATTENTIONENFORCESRULESANDREGULATIONSSETUPFORTHEDEPARTMENTREPORTSUNUSUALOCCURRENCESTOGSCSUPERVISORTIMELYPROVIDESERVICESANDINFORMATIONTOGUESTTHATISTHEMOSTACCURATEANDUPTODATEPOSSIBLE,ANDISDELIVEREDTOTHEGUESTINTHEMOSTMEANINGFULWAYASSISTTHEGSCSUPERVISORINTRAININGSTAFFANDREMINDTHEMONCOMMONERRORS,ESPECIALLYTHROUGHONJOBTRAININGTOBEREADYANDRESPONSIBLETOPERFORMANYOTHERDUTIESASDESIGNATEDORREQUIREDBYMANAGEMENTFROMTIMETOTIMEJOBDESCRIPTIONJOBTITLEGUESTSERVICECENTERAGENTAREA/DEPARTMENTROOMSDIVISION/FRONTOFFICE/GUESTSERVICECENTERREPORTSTOGUESTSERVICECENTERMANAGER/SUPERVISOR/SHIFTLEADERPOSITIONSSUPERVISEDNILJOBSCOPERESPONSIBLEOFESTABLISHINGANDMAINTAININGAGOODANDPROFESSIONALRELATIONSHIPWITHALLGUESTS,ASWELLAS,LIAISEBETWEENTHEGUESTSANDHOTELMANAGEMENT,INCLUDINGALLOTHERDEPARTMENTS,ENSURINGAHIGHSTANDARDOFEFFICIENTANDEFFECTIVEGUESTSERVICEISMAINTAINEDLIKEWISE,CALLINANDFOLLOWUPACTIONTAKENACCORDINGTOTHESTANDARDOPERATIONPROCEDUREKEYRESPONSIBILITIESRESPONSIBLEFORENSURINGTHATCLEARANDCONSTANTCOMMUNICATIONLINEISKEPTWITHALLSTAFF,AREASANDHOTELDEPARTMENTTOENSURETHATALLGUESTSANDCALLERSAREPROVIDEDWITHCONCISEINFORMATIONCONCERNINGTHESERVICESANDFACILITIESPROVIDEDBYTHEHOTELTOENSUREALLGUESTSAREPROVIDEDWITHANEFFICIENTOPERATORSERVICEASREQUIREDTOENSUREALLGUESTQUERIES,INQUIRIESANDREQUESTSAREATTENDEDTOINAHELPFULANDPROFESSIONAL,YETWARMANDFRIENDLYMANNERTOENSUREHAVEACOMPLETEANDTHOROUGHKNOWLEDGEOFTHEOUTLETSOFTHEHOTEL,THEOPERATIONHOURSANDSCOPEOFSERVICESTHATTHEYPROVIDETOIDENTIFYANYFAULTSTHATOCCURONGUESTSERVICECENTEREQUIPMENTATANYTIMEWHILSTYOUAREONDUTY,CONTACTTHESUPERVISORONDUTYANDREPORTTHEFAULTDIRECTLYTOTHEGSCMANAGERTOBECOMPLETELYAWAREOFTHEFIREANDEMERGENCYPROCEDURESOFTHEHOTELANDYOURRESPONSIBILITIESINANEMERGENCYTOENSUREATALLTIMESTHATPERSONALPRESENTATIONISIMMACULATE,YOURUNIFORMORWORKCLOTHESAREINLINEWITHRELEVANTFRONTOFFICE,ANDHOTELUNIFORMRESPONSIBLEFORTHEGENERALCLEANLINESSOFTHEWORKINGAREASUBJECTTELEPHONEETIQUETTE电话礼仪POLICY政策TOENSUREACONSISTENTSTANDARDOFHANDLINGINCOMINGCALLSTOLEAVECALLERSAGOODIMPRESSION确保转接电话的连贯性，给打电话的客人留下良好的印象。PROCEDURES程序ITSTHEPOLICYOFTHEHOTELTHATWESHOULDALWAYSANSWERINGTHETELEPHONESINACONSISTENTLYMANNER我们酒店的政策是在任何情况下，不论是内部电话还是外线电话，都要保持接听所有电话的连贯性。TIPSANDTECHNIQUESFORRECEIVINGATELEPHONECALL接听电话的要点和技巧2KNOWYOURTELEPHONESYSTEM,INPARTICULAR熟悉电话接听系统，尤其要注意OIDENTIFYTHEEXTERNALCALLSANDINTERNALCALLSFIRST首先辨别外线电话和内线电话3EXTERNALCALLSTWOSHORTRINGS外线电话两声短铃音4INTERNALCALLSONELONGRING内线电话一声长铃音OHOWTOPUTTHECALLERONHOLD怎样使来电者等待OHOWTOTRANSFERACALL怎样转接电话OHOWTOPICKUPOTHERSCALLBYYOUROWNPHONE怎样使用自己电话接听对方电话5GETORGANIZED有条不紊OHAVEAPENANDPAPERHANDYTOTAKENOTESORAMESSAGE使用手头的笔和纸记录和留言6ANSWERTHETELEPHONEPROMPTLYWITHINTHREERINGS迅速回答电话三声之内接听2STARTEACHTELEPHONECALLBYPOLITEGREETING,SAYINGYOURDEPARTMENT/COMPANY,YOURNAME接听电话，首先要使用礼貌问候，报上你所在部门/公司名称，你的姓名。STANDARDPHRASESTOUSE标准用语2GUESTSERVICECENTER客户服务中心EXTERNALCALLS外线电话GREETINGCROWNEPLAZASHENZHEN您好,深圳威尼斯皇冠假日酒店EGGOODMORNING,CROWNEPLAZASHENZHEN您好,深圳威尼斯皇冠假日酒店INTERNALCALLSFROMROOMS来自客房的内线电话GREETINGDEPARTMENT/SECTIONNAMEHOWMAYIHELPYOUEGGOODMORNING,GUESTSERVICECENTER,LUCYSPEAKING,HOWMAYIHELPYOU您好，客户服务中心INTERNALCALLSFROMDEPARTMENTS来自部门的内线电话GREETINGNAMEMAYIHELPYOUEGGOODMORNING,LUCYSSPEAKING,HOWMAYIHELPYOU3DEPARTMENTS其它部门DIDCALLS外线电话GREETINGDEPARTMENT/SECTIONNAMEHOWMAYIHELPYOUEGGOODMORNING,HUMANRESOURCES,VIVIENSPEAKINGHOWMAYIHELPYOUINTERNALCALLS内线电话GREETINGNAMEHOWMAYIHELPYOUEGGOODMORNING,VIVIENSPEAKINGHOWMAYIHELPYOUPROFESSIONALTELEPHONEBEHAVIORSTANDARDSTOAIMFOR专业电话接听礼仪行为标准DURINGTHECALL1USEGUESTSNAMEATLEASTTWOTIMES养成尊称客人姓氏的习惯INANSWERINGCALLANDINCONVERSATIONS在接听电话或与客人对话中USETHEGUESTSNAMEITMAKESABIGDIFFERENCE尊称客人姓氏会带来很大的益处1DEMONSTRATETHATYOUARELISTENINGBYMAKING“CONTINUITYNOISES”SUCHAS“UM”,“YES”,“REALLY”,“OK”在聆听电话过程中使用“连续性的声音”，如“嗯”、“是的”、“真的”2CONCENTRATEDONTBETEMPTEDTODOTWOTHINGSATONCEGIVETHETELEPHONECONVERSATIONYOURUNDIVIDEDATTENTION集中注意力不要一心二用。集中精力进行接听电话。3ERRONTHESIDEOFBEINGHELPFULVOLUNTEERHELP,DONTWAITTOBEASKED对方需要被帮助主动帮助，不要等待被询问。3TREATEVERYCALLASYOURCALL,ANDTAKERESPONSIBILITYFORIT对待每个电话就向对待你的电话一样，并对每个电话负责。4IFANINCOMINGCALLISNOTCONVENIENT,EXPLAINWHYANDTAKETHENAMEANDNUMBEROFTHECALLERANDOFFERTOPHONEBACK如果来电不方便谈话，解释原因和留下对方的姓氏和电话号码，并主动致电。5IFYOUAREANSWERINGACALLONSOMEONEELSESBEHALF如果你正在接听他人的电话ONEVERADMITYOUDONTKNOWWHERETHEYARE不O要说出你不O知道他们在哪OIFTHEYARENOTAVAILABLEPROMPTLY,OFFERTOHELPORTAKEAMESSAGE如果他们此时不O在，O主动提供帮助或留言OOFFERTOCALLBACK,ORSUGGESTATIMEWHENTHEPERSONISLIKELYTOBEAVAILABLE主动回电，或建议一个他/她可能的接听时间。STANDARDPHRASESTOUSE标准用语1TRANSFERRINGCALLS转电话IFCALLERREQUESTSFORTRANSFER,SAY如果来电者要求转电话，说“CERTAINLY,ALLOWMETOTRANSFERYOURCALLTOTHEMAYIPLACEYOUONHOLD”WAITFORTHECALLERTOSAY“YES”“好的，我将把您的来电转给，请稍等片刻好吗”待来电者答应之后再转电话2WHENTHEEXTENSIONISENGAGED当被转接分机占线时“THANKYOUFORHOLDING,MRTANISSTILLONTHELINEWOULDYOULIKETOLEAVEAMESSAGEORCALLBACKLATER”“感谢您的等候，谭小姐现在在讲电话。请问您需要留言还是稍后再打”3WHENTHEEXTENSIONDOESNOTBEANSWERED当被转接分机无人接听时“THANKYOUFORHOLDING,IMAFRAIDMRTANISNOTAVAILABLERIGHTNOWWOULDYOULIKETOLEAVEAMESSAGEORCALLBACKLATER”“感谢您的等候，恐怕谭小姐现在暂时不在。请问您是需要留言还是稍后再打”4ENDINGACALL结束电话WHENYOUFINISHACALL,SAY当要结束电话时，说“THANKYOUFORCALLING,HAVEANICEDAY”“谢谢来电，再见“5CROWNEPLAZASHENZHENWORDSTOUSE经常在电话中使用以下表达INYOURCONVERSATIONS,USEWORDSLIKE“CERTAINLY”“MYPLEASURE”“HAVEANICEDAY”“THANKYOUFORCALLING”PROFESSIONALTELEPHONEBEHAVIORSTANDARDSTOAIMFOR专业电话接听礼仪行为标准WHENTAKINGAMESSAGE,INCLUDE当留言时，留言内容包括2CUSTOMERSNAME客人的名字3ROOMNUMBER房号4CALLERSNAME致电者姓名5COMPANY公司名称6TELEPHONENUMBERANDEXTENSION电话号码和分机7MESSAGEINFULL留言内容要完整8INDICATIONOFITSURGENCY紧急内容要表明9YOURNAME你的姓名10DATEANDTIMEOFMESSAGE留言日期和时间REMARKWRITECLEARLYANDENSURETHEMESSAGEISRECEIVED字迹清晰，确保留言被收到ENSUREYOURACTIONWHATHASBEENAGREEDWITHTHECALLER确保你的行动被来电者同意STANDARDPHRASESTOUSESIR/MADAM,MAYIHAVEYOURNAME,PLEASE先生/小姐，请问您贵姓MR/MS_,MAYIHAVEYOURMESSAGE,PLEASE_先生/小姐，请问您的留言内容MR/MS_,MAYIHAVEYOURCONTACTNUMBER,PLEASE_先生/小姐，请问您的联系电话MR/MS_,PLEASELETMEREPEATYOURMESSAGE_,ISTHATCORRECT_先生/小姐，我重复一下您的留言，您的留言是_。THANKYOUFORCALLING感谢您的来电TEN“MOSTABUSED”SKILLS十项“不适当”的情况ITSBAD不应该ITSGOOD应该ANSWERINGHELLOOR_DEPTTHATSALL接电话时仅说“喂”或“_部门”就完了ALWAYSKEEPGREETINGSTANDARD必须保持使用标准问候用语ANSWERINGHE/SHEISNOTAROUNDTHATSALL仅回答来电者“她/他不在”就完了SUGGESTTHECALLERCALLBACKLATERORLEAVEAMESSAGE建议来电者稍后在致电或留言USINGEXCUSESTOAVOIDBEINGHELPFULSUCHASIDONTWORKINTHISDEPARTMENT用一些借口逃避提供帮助，如“我不在这个部门工作”TREATEVERYCALLASYOURCALL,ANDTAKERESPONSIBILITYFORIT对待每个电话就向对待你的电话一样，并对每个电话负责ITSBAD不应该ITSGOOD应该SPEAKINGTOOSOFTLY,TOOQUICKLY声音太细，太软，太弱，说得太快THETONEOFYOURVOICESHOULDBECLEAR,SOFTANDINANATURALVOICE保持语音的甜美、清晰、温柔并且自然。ASKINGTOHOLDONWHILEIGETPEN,PAPER,ETC让来电者“等一下，我拿支笔，拿张纸”ALWAYSHAVEPENANDPAPERONHAND纸和笔随时准备在手DEMONSTRATETHATYOUARELISTENINGBYMAKING“CONTINUITYNOISES”SUCHAS“UM”,“YES”,“REALLY”,“OK”在聆听电话过程中使用“连续性的声音”，如“嗯”、“是的”、“真的”GIVETHETELEPHONECONVERSATIONYOURUNDIVIDEDATTENTIONANDKEEPTELEPHONEMANNER仔细聆听，使用礼貌用语PLACINGTHECALLERONHOLDANDNOTCHECKINGBACK让来电者在线上等待但没有核实是否有结果KEEPTOCONTACTWITHGUESTON15SECONDSBASISANDTHANKSTHEGUESTFORWAITING保持每隔15秒与客人跟进并感谢客人等候LANGUAGEABUSES语言表达不当USETHEMAGICWORDSDURINGTHECONVERSATIONSLIKECERTAINLY,THANKYOU,MYPLEASURE在通话过程中始终使用礼貌用语NOTKEEPINGFOLLOWUPPROMISES没有对承诺进行跟进ALWAYSKEEPFOLLOWUPTOFULFILLTHEGUESTSNEEDS,ANDENSURESATISFYTHEGUEST始终保持跟进，确保客人对我们的服务满意TAKINGINCOMPLETEMESSAGES留言不完整ENSURETAKEACOMPLETELYANDCORRECTMESSAGEFORBOTHINTERNALANDEXTERNALGUESTS确保留言内容完整无误SUBJECTHANDLINGGUESTWAKEUPCALLS电话叫醒服务POLICY政策ITSTHEPOLICYOFOURHOTELTOPROVIDEANEFFICIENTANDACCURATEWAKEUPSERVICEFORALLINHOUSEGUESTSTOACHIEVEGUESTSATISFACTIONTHROUGHAPERSONALIZEDWAKEUPSERVICE我们酒店的政策是对所有住店客人提供快捷且准确的叫醒服务。通过个人叫醒服务获得客人的满意。PROCEDURES程序2PREPARATION准备GETREADYWITHWAKEUPCALLSHEETANDBALLPENONTHEHAND准备好笔和叫醒服务记录表3ANSWERINGTHECALL接听电话ANSWERTHECALLWITHIN3RINGSBYSAYING“GOODEVENING,GUESTSERVICECENTER,SANDRASPEAKING,MR/MRSXX,HOWMAYIHELPYOU”三声内接起电话“晚上好，服务中心，我是SANDRA,XX先生/小姐，有什么可以帮到您4LISTENING倾听LISTENATTENTIVELYANDDONOTINTERRUPTTHEGUEST专心倾听,不中断客人的讲话6REPEAT复述ASPEAKCLEARLYTOTHEGUESTFORTHETIMEREQUIRED,THEGUESTNAMEANDROOMNUMBERWHICHDISPLAYONTHESCREENOFCONSOLE“YES,MR/MRSXX,YOUWISHAWAKEUPCALLATTIMEFORROOMNUMBERISITRIGHTISTHEREANYTHINGELSEICANDOFORYOU”清晰地复B述客人要求的叫醒时间，C并且从话务台显示屏看到客人的房号和姓名D“是的，EXX先生/小姐，F您的叫醒时间是，G您的房号是，H请问正确吗请问您还有什么需要我们帮忙吗”ITAKEDOWNTHEDETAILSONTHEWAKEUPCALLSHEETAFTERCONFIRMEDWITHTHEGUEST与客人确认后，详细地记录在叫醒服务记录表上。7ENDOFTHECALL结束电话SAY“THANKYOUFORCALLING,GOODNIGHT”ATTHEENDOFTHECONVERSATION与客人会话后说谢谢来电，祝您晚安6UPDATETHETIMEINTHECONSOLEIMMEDIATELYFORTHEGUEST马上在话务台设置客人的叫醒时间7RECORD记录TRANSFERTHEWAKEUPCALLDETAILSRECORDTOLOGBOOK将叫醒服务记录表准确无误地统计在叫醒总结记录本上。DETAILSASFOLLOWING细节如下4GUESTROOMNUMBER/FOLIONUMBER客人房号/确认号5WAKEUPCALLTIME叫醒时间NOTEFORTHEINHOUSEVIPGUESTS,WEMUSTOFFERPERSONALLYWAKEUPCALLTOTHEMSAY“GOODMORNING,MR/MRSXXTHISISYOUR630MORNINGCALLTODAYTHETEMPERATUREISXXXWEWISHYOUWILLHAVEANICEDAY”备注如果是VIP叫醒，我们必须提供人工叫醒服务，“早上好，XXX先生/小姐，这是您630分的叫醒服务，今天的天气是，祝你一天愉快。8ADVANCEANDPERMANENTWAKEUPCALLREQUEST长期叫醒服务IFAGUESTWISHESTOHAVEAWAKEUPCALLFORANUMBEROFDAYS,RECORDINTHELOGBOOKWHITEBOARD,UPDATEITDAILY如果客人需要一个长期的叫醒，我们将记录在交班本或白板，并且每天按客人要求的时间做好。9NIGHTSHIFTGSCAGENTSNEEDTODOUBLECHECKTHEWAKEUPCALLRECORDANDTHESYSTEM,ENSUREALLTHEWAKEUPCALLTIMEISACCURATE夜班服务中心人员必须重新核对客人的叫醒服务记录，确保提供准确无误的叫醒服务给住店客人。10GROUPWAKEUPCALLSERVICE团队叫醒GSCAGENTWILLDOUBLECONFIRMTHEGROUPROOMNUMBERANDWAKEUPCALLTIMEWITHRECEPTIONISTANDNIGHTSHIFTAM,MAKESUREALLTHEGROUPROOMSWAKEUPCALLARECORRECTUPDATETHESYSTEMROOMBYROOMNEXTMORNINGSHIFTGSCAGENTWILLBEBRIEFFORTHEGROUPWAKEUPCALLSERVICE服务中心人员将与夜班接待员及大堂经理核实团队房号及叫醒时间，确保准确无误。并将团队信息传达给第二天早班员工。SUBJECTMAKEARESERVATION电话预订客房POLICY政策ACTUALITYOFRESERVATIONISVERYIMPORTANT,ITCANHELPTOCONTROLROOMINVENTORY,ANDALSOAFFECTGUESTSCHECKINGINEXPERIENCEWHENGSCAGENTMAKESARESERVATIONFORGUEST,THEFOLLOWINGPROCEDURESHOULDBEDONE一个预订是很重要的，它能帮助控制房间的销售状况，也会影响客人入住的体验，当服务中心的员工为客人做预订时，程序如下PROCEDURES程序1TELEPHONEWASANSWEREDWITHIN3RINGS三声内接起电话2GREETGUEST问候客人“GOODMORNING,CROWNEPLAZASHENZHEN,你好,深圳威尼斯皇冠假日酒店”3CONFIRMCHECKINGINANDCHECKOUTDATECHECKROOMINVENTORY确认入住和退房的日期，查看房间可售表GUEST“IWANTTOMAKEARESERVATION”客人我想预订一个房间STAFF“HOWMAYIADDRESSYOU,SIR”员工先生请问怎么称呼您GUEST“THISISSTEVENBROWN”客人我是史迪文布莱恩STAFF“MRBROWN,AREYOUOURPRIORITYCLUBMEMBER”员工布莱恩先生，请问您是我们的会员吗STAFF“DIDYOUSTAYINOURHOTELBEFOREANDMAYIHAVEYOUCHECKINANDCHECKOUTDATE”员工请问您以前住过我们酒店吗能知道您入住的日期和离店的日期吗ASKWHETHERGUESTISRETURNGUEST,INORDERTOFINDOUTWHICHPRICEHASBEENOFFEREDBEFOREANDALSOGUESTSPREFERENCE询问客人是否是回头客，是为了方便了解客人喜欢房间的类型和以前的房价GUEST“CHECKINONXXXANDCHECKOUTONXXX”客人“入住时间是退房时间是GSCAGENTMUSTLISTENCAREFULLYABOUTCHECKINGINANDCHECKOUTDATETHENCHECKROOMINVENTORYPROPERLY服务中心员工须仔细倾听客人入住和退房的日期，并查看房间明细表IFNOROOMAVAILABLE,如果没有房时STAFF“SORRY,MRBROWNHOTELISFULLYBOOKEDONXXXWOULDYOULIKEMETOPUTYOURRESERVATIONINWAITINGLISTORWOULDYOULIKEMETORECOMMENDANOTHERHOTELFORYOU”员工不好意思，布莱恩先生，我们酒店在XXX满房，您是否愿意将您的预订放在酒店等候名单中，或者为您推荐其它的酒店REMEMBERPCRPLATINUMMEMBERSBOOKINGIS72HOURSGUARANTEEBOOKING”白金卡会员的预订是72小时担保预订，IFGUESTWOULDLIKEYOUTOPUTHISRESERVATIONINWAITINGLIST,THERESERVATIONDETAILSSHOULDBETAKENDOWN如果客人愿意将预订放在等候名单中，我们将详细记下客人的预订资料。4RECOMMENDROOMANDQUOTEPRICE介绍房间和提供房价资料。IFROOMSAREAVAILABLE,如果有房间STAFF“MRBROWN,WILLYOUTRAVELALONE”员工“布莱恩先生，您是单独一个人旅行吗ASKTHISQUESTION,INORDERTORECOMMENDPROPERROOMTYPEACCORDINGTOGUESTNEEDSIFTRAVELWITHFAMILY,DELUXEROOMABOVECATEGORYSHOULDBERECOMMENDED问这个问题是为了根据客人的需要介绍适当的房型给客人，如果是和家人一起旅行，须介绍毫华房以上类型的房间STAFF“WEHAVESUPERIORROOM,DELUXEROOMANDSUITE,WHICHKINDOFROOMWOULDYOUPREFER”员工我们有高级房，豪华房，还有套房，请问您喜欢哪种类型的房间呢TOBEREADYFORBEINGASKEDDIFFERENCEBETWEENDIFFERENTROOMCATEGORYANDSELLINGPRICEDONTFORGETUPSELLING随时为客人提供不同的房间类型及价格，并记得向客人推荐更高等级的客房。6MAKERESERVATIONINSYSTEM在电脑系统里做预订，DOUBLECONFIRMTHESPELLINGOFGUESTSNAME,ENSUREITSCORRECT再次确认客人姓名的拼写，确保正确无误7GUARANTEEBOOKINGANDOBTAINCONTACTNUMBER担保预订和联系号码STAFF“MRBROWN,MAYIHAVEYOURCHECKINGINTIME”员工布莱恩先生，可以知道您到店的时间吗STAFF“MRBROWN,MAYISUGGESTYOUTOGUARANTEEYOURBOOKING,ASHOTELOCCUPANCYISHIGHONXXX”员工“布莱恩先生，我建议您担保您的预订，酒店在时间住房率比较高EXPLAINMEANINGOFGUARANTEEBOOKING说明担保预订的含意STAFF“MRBROWN,YOURBOOKINGISGUARANTEED,IFYOUARENOSHOWONXXX,ONENIGHTROOMRATEWILLBECHARGEDTOYOURCREDITCARDASPENALTYIFYOUWOULDLIKETOCHANGEYOURRESERVATION,HOTELSHOULDBEINFORMED24HOURSINADVANCE”员工布莱恩先生，您的预订已经担保了，如果您在XXX没能来入住，我们将在您的信用卡中收取您一晚房费，如果您要更改您的预订请提前24小时通知我们。STAFF“MAYIHAVEYOURCONTACTNUMBER,MRBROWN”员工“布莱恩先生，可以知道您的联系方式吗9OFFERTRANSPORTATIONSERVICE提供交通服务STAFF“BYTHEWAY,MRBROWN,WOULDYOULIKEUSTOARRANGEPICKUPSERVICEFORYOU”员工布莱恩先生，顺便问一下您是否需要我们为您安排接送服务呢STAFF“FORTHETRANSPORTATIONSERVICE,FAXANDCREDITCARDGUARANTEEAREREQUIREDONCEWERECEIVEDYOURFAX,OURCONCIERGEWILLCONTACTYOUFORARRANGEMENT”员工接送服务是需要传真和信用卡担保的，我们收到您的传真后，礼宾部同事会尽快回复您。10CLOSESELLINGREPEATGUESTSRESERVATION重复客人的预订STAFF“MRBROWN,MAYIREPEATYOURRESERVATIONDETAILSYOUWILLBECHECKINGINONXXX,ANDCHECKINGOUTONXXXNONSMOKINGANDKINGBEDDEDDELUXEROOMFORYOUTHEPRICEISRMBXXXPERNIGHTINCLUDINGDAILYBREAKFASTNOTRANSPORTATIONREQUIREMENTTHECONFIRMATIONNUMBERISXXXRMBXXX”员工布莱恩先生我可以重复一个您预订的详细情况吗您将在XXX入住，您的退房日期是XXX，您定的是豪华房一张大床不吸烟的房间。价格是人民币XXX一个晚上，每天含一个免费早餐，不需要接车服务，您的预房确认号码是XXXPROVIDEHOTELADDRESSOURHOTELISLOCATEDINOVERSEASCHINESETOWN,OPPOSITETOWINDOWOFTHEWORLD提供酒店的地址我们酒店的位置在华侨城，世界之窗的对面11THANKSFORTHERESERVATIONSTAFF“THANKYOUFORCHOOSINGCROWNEPLAZASHENZHEN,MRBROWN”员工布莱恩先生，感谢您选择深圳威尼斯皇冠假日酒店。SUBJECTFAX/MESSAGEDELIVERYPURPOSE目的THEPURPOSEOFTHISPROCEDUREISTOENSURETHATTHEPROPERSTEPSARETAKENWHENDELIVERYFAXANDMESSAGETOGUESTORINTERNALDEPARTMENT为了更好地确保客人能够及时地收到传真和留言，特设定相应地步骤去执行。PROCEDURE步骤1RECEIVETHEFAX收到传真CHECKTHEFAXMACHINEONCEYOUNOTICETHEINCOMINGFAXSIGNAL一听到传真信号的声音，就须有查传真机的反应。COUNTTHETOTALNOOFPAGES细数传真的页数。2SORTOUTALLINCOMINGFAXESANDSEPARATETHEFAXES把收到的传真分门别类。3MAKESUREREVIEWTHEFAXCAREFULLYINCASEANYWRONGSENDING仔细阅读并核对传真，谨防送错。GUEST客人ALLTHEFAXMESSAGERECEIVEDMUSTDOUBLECHECKWITHTHECOMPUTERTOMAKESUREWEDONOTSENDTHEMTOTHEWRONGROOM在收到所有的传真和留言后，都需反复核对，确保不要误送错房间。CHECKTHENAMEPRINTONFAXSHOULDTALLYWITHTHENAMEINLANMARK客人的名字需和LANMARK系统的名字一致。IFANYFAXWHOSERECEIVERCOULDNOTBEIDENTIFIED,REPORTTOSUPERVISORORMANAGERTOHANDLEIT如果传真不容易辨别是传给哪一个客人，需及时报告主管或经理让他们去处理。INHOUSEGUEST入住客人1CHECKTHENAMEANDFILLINTHEGUESTINCOMINGFAXCONTROLSHEET查找客人并做登记。CONTROLSHEETITEM登记要素ADATE日期BTIME时间CROOMNUMBER房号DGUESTNAME客人姓名EFFAXNUMBER传真号码GNOOFPAGES页数HGSCAGENT收件人IINFORMTO被通知人JINFORMTIME通知时间KBELLNAMEANDTAKENTIME行李生名L字和接收时间MREMARK备N注2FILLINTHEGUESTNAMEANDROOMNUMBERONTHEFAXENVELOPEWITHPRINTEDINFORMCONCIERGETOSENDTHEFAXIFGUESTWILLC/OONDAY,PLEASEPRINTED“URGENT”STAMPONITANDCALLGUESTROOMTOINFORMGUEST,THEREISAFAXCOMINGIN,ANDWEWILLDELIVERITWITHIN5MINUTES在信封上填写客人姓名和房间号码并通知礼宾部。如果客人是当天离店的话，需在信封盖上“URGENT”并同时打电话给客人告之有传真,会在5分钟内送去房间。FORGUESTARRIVAL将到店客人1IFTHEGUESTWILLARRIVEINFEWDAYS,WRITEDOWNTHEINFORMATIONONTHEINCOMINGCONTROLSHEET“REMARK”ANDHIGHLIGHTIT,ANDFILLINTHEFAXENVELOPEANDWRITEEXACTC/IDATEANDFOLIONO,FILETHEMBYDATE如果客人将要到店，需在传真登记表的备注里和信封上标明准确的入住日期和确认号，并用荧光笔在传真登记表划上以做强调。2WRITETHE“THEREISAFAXINGSCUPONC/IPLEASEINFORMGSC”INTHEADDITIONREMARKS在电脑系统里的补充备注中输入“THEREISAFAXINGSCUPONC/IPLEASEINFORMGSC”。NOSHOWANDTHEGUESTC/O有预定但未来入住的客人或客人已离店。1SENDITBACKIMMEDIATELYREGARDINGTOTHEORIGINALFAXNUMBERWITH“DEARSIR/MADAM,THISGUESTDIDNTCOMELASTTIME/HASALREADYCHECKEDOUT”立即将传真按原号码传回，并注明客人“没来或已退房”的字样。IFTHEREISNOFAXNUMBERAWRITEDOWNTHEINFORMATIONONTHEINCOMINGCONTROLSHEET“REMARK”WITH“NOSHOWORC/O”在传真登记表的备注里和信封上标明“NOSHOWORC/O”的字样和确认号，并用荧光笔在传真登记表划上以做强调。BKEEPTHEFAXFORAWEEKINCASETHEGUESTCOMEBACKANDASKFORIT传真将会被保留一周以便领取。INTERNAL内部1RECEIVETHEFAXMESSAGE收到传真和留言。ALLTHEFAXMESSAGERECEIVEDMUSTDOUBLECHECKTOMAKESUREWEDONOTSENDTHEMTOTHEWRONGDEPARTMENT在收到所有的传真和留言后，都需反复核对，确保不要误送错房间。CHECKTHENAMEANDFILLINTHEOFFICEINCOMINGFAXCONTROLSHEET查找有关信息并做登记。CONTROLSHEETITEM登记要素ODATE日期PRECEIVINGTIME接收时间QDEPARTMENTALNAME部门名R称SRECEIVERNAME收件人TFAXNUMBER传真号码UNOOFPAGES页数VGSCAGENT登记人WINFORMTO被通知人XINFORMTIME通知时间YTAKENBYANDTAKENTIME取件人及取件时间ZREMARK备AA注2DELIVERYTHEFAXMESSAGE发送传真和留言DURINGOFFICEHOURFROM0900TO1800,GUESTSERVICECENTERSHOULDPASSTHEFAXTOCONCIERGEWITHIN5MINUTESAFTERRECEIVINGTHEFAXTHENCALLTHERELEVANTPEOPLEORTHERELEVANTDEPARTMENTHEADSECRETARYTOPICKUPTHEFAXFROMCONCIERGECONCIERGESHOULDASKTHERELEVANTPEOPLETOSIGNONTHEFAXHANDOVERBOOKWITHTHEEXACTTIME,DATEANDNAME在办公室运作时间段（0900至1800），服务中心收到酒店内部传真需在5分钟内将传真转交至礼宾部，随即通知相关人员及时到礼宾领取传真。礼宾部需让取件人于传真登记表上签收名字，时间和日期。AFTER600PMANDHOLIDAYWEWILLSENDFAXMESSAGETODEPARTMENTPIGEONHOLE,IFTHEFAXISWRITTENBYURGENT,PRINTED“URGENT”STAMPONITANDGSCWILLCALLTHERELEVANTPEOPLEANDCONFIRMWITHTHEMTHATTHEFAXWECANSENDTOPIGEONHOLE在晚上1800以后或节假日，行李生会把传真放进有关部门的小信箱，但是如果传真上有写“紧急”的字样，服务中心需盖上“URGENT”章，并打电话给有关人员询问是否紧急，再决定是放进小信箱还是作其它处理。4RECORD登记THEBELLSTAFFWHODELIVEREDTHEFAXORMESSAGEMUSTBEPROPERLYRECORDEDDOWNTHENAMEANDTHEEXACTTIMEINTHECONCIERGEMOVEMENTCONTROLSHEETWITHRELEVANTPEOPLEORDEPARTMENTFAXESMESSAGESARENOTALLOWEDTOBEKEPTATTHECONCIERGEDESKORGSCMORETHAN5MINUTES当行李生送传真时，需填写名字和准确时间在礼宾部传真登记本中。任何传真和留言都不允许停留在礼宾部或服务中心超过5分钟。SUBJECTDONOTDISTURBREQUEST请勿打扰服务POLICY政策AGUESTROOMTELEPHONECANBEFLAGGEDASDNDFORANYPERIODREQUESTEDTHEGSCSTAFFMUSTVERIFYTHEIRACTIONTAKENASTHEGUESTREQUESTEDMESSAGESCANBETAKENWHILETHISPROCEDUREISINEFFECT任何时间，在客人要求下，可为其设定“请勿打扰”功能。但必须明确是客人本人的要求。在“请勿打扰”状态下，应为客人做留言。PROCEDURE程序1NOTETHEGUESTSROOMNUMBERANDNAMEWHOWISHEDTOREMAININTHEROOMUNDISTURBED记录下需要作“请勿打扰”服务的客人姓名和房号。2CHECKWITHTHEGUESTIFTHEYWISHTOBEUNDISTURBEDFORACERTAINTIMEPERIOD询问客人是否只需要一段时间的“请勿打扰”。3THEGSCSTAFFMUSTVERIFYTHEIRACTIONTAKENASTHEFOLLOWINGPHRASE服务中心员工应用以下语气询问客人“MAYIKNOWWHATSHOULDIDOIFTHEREAREURGENTCALLSORLONGDISTANCECALLS,ANDHOWCANIEXPLAINTOTHEGUEST”请问如果有紧急电话或长途，我们应该怎样对来电客人解释呢4SETUPTHEDNDVIATHESWITCHBOARD通过交换机设置“请勿打扰“状态。5MARKWITH“D”NEXTTOTHEGUESTNAMEINLANMARKSYSTEM在电脑系统上，客人姓名后面标上“D”6WRITETHEDETAILSOFTHEDNDONTHENOTICEBOARDANDLOGBOOK在交班本和白板上记录细节。SUBJECTCONFIDENTIALREQUEST请求保密服务POLICY政策GUESTSWILLHAVETHEOPTIONTOREMAINTOTALLYPRIVATEANDUNDISTURBEDDURINGTHEIRSTAYWITHUS,THEGUESTSERVICECENTERMUSTDENYALLKNOWLEDGEOFTHEGU