BC-013 Using The Copy Machine.doc

STANDARD OPERATING PROCEDURETASK: Using the copy machine.使用复印机Task Number: BC-0013Department: Business Center商务中心Date Issued: January 2008 2008年1月Guest Expectation: If I ask to make copies, I expect to have good quality and I expect employees to be competent in handling the copy machine.如果我要复印,我希望酒店员工可以使用复印机为我复印出高质量的文件. Time to Train: 25 minutes 25分钟Why is this task important for you and our guests？为什么这对你和我们的客人非常重要?Answers回答: 1.The guest wants to have a good quality copy of any size. 客人需要各种尺寸的高质量复印文件.2.I feel confident in delivering the service our guests expect 我有信心为客人提供服务.3.We are able to increase the GSTS score by delivering service professional 通过提供专业的服务我们可以提高顾客满意度调查分数.STEPSHOW/ STANDARDSTRAINING QUESTIONS1) Welcome欢迎Welcome the guest and ask Guest kindly:“ How can I help you?”欢迎客人,并礼貌问客人. 我能忙您做什么吗?Show the guest to the private area带领客人到较安静隐蔽的区域DRILL LANGUAGE语言练习2) Check检查Check the assignment before accepting the work.在接受工作之前先检查任务If you are not able to complete the task, ask for help from your Supervisor.如果你无法完成,求助你的主管.Obtain the guests name and room number.获取客人名字及房间号码Why do I have to check the work before confirming the job?为什么在开始之前我们必须检查?Why can the Supervisor help?为什么主管可以提供帮助？Why do I have to have the guests name?为什么我们需要获取客人姓名？3) Charges收费Advise the guest of the cost and completion time.告知客人收费金额及完成时间Why does the guest need to know the completion time?为什么客人需要知道完成时间?4) Control 控制Proof the quality of the copy.检查复印质量Can I read the copies?我可以阅读文件吗?5) Presentation出示Place your copies as well as the guests original document into an envelope.将复印件与原件一同放入信封中Is it really necessary to put all documents into the envelope?真的需要把所有的文件放入信奉中吗?6) Delivery递送Ask a Bellman to send it to the guests room or kept at the Business Center for collection.由行李员送房间或放在商务中心等客人取 (In accordance with the Guests Instruction).（根据客人的要求）Why do I need to ask a Bellman?为什么我需要行李员?7) Log记录Record in the Copy Log Sheet by date, guest name and room number.根据日期在“复印记录本”上登记客人名字和房间号码Why do I have to log the task?为什么我需要登记？8) Payment of outhouse, Restaurant or Conference guest 非住店、餐厅或宴会客人付费If the guest is not staying in the hotel, ensure you receive an immediate payment or a charge is made to the conference bill. (Check function sheet).如果客人是非住店客人，确保你立即受到客人的付费或者宴会客人的收费已经在宴会账单中入帐。（检查宴会单）Check function sheet or instructions if the guest is a conference guest.检查宴会单确认客人是否是宴会客人Do we offer this service to guests who are not staying in the hotel?我们是否为非住店客人提供此项服务？9) Billing账单If the guest is a houseguest, post to the guest folio as soon as the task is completed. 若客人是住店客人，装订结束立即入房帐Obtain Guests signature on the bill of any guest.Please refer to Acc. Procedure #.请客人在账单上签字，具体见财务程序Why does the system not post automatically?为什么系统不能动入账？Why do I need a signature?为什么我需要客人签字？10) Bid Farewell送别Always thank the guest by saying:一直感谢客人说：Madame/Sir has everything been to your satisfaction? Thank you for using our service, if we can be of any further assistance, please contact us again. “女士/先生，您还满意吗？谢谢您的光临，如果您需要任何帮助，请您随时联系我们。”Goodbye!“再见。”DRILL LANGUAGE语言练习Now ask the Trainee to practice the Task from start to end to test competency.从头到尾要求学员练习以检测掌握能力Summary questions总结问题:1.Do I always have to check before accepting work?在接受工作前我是总要检查吗？2.Why do I have to tell the guest about the charges in advance?为什么我要提前告知客人收费标准？3.I am coping well, we do I have to proof the copy? 在我复印时我们需要检查复印质量吗?4.Why can I not handover the copy without an envelope? 为什么我们需要将文件放入信封?5.What is a function sheet? What is the content? 什么是宴会单？有什么内容？6.Why do I have to check thi