酒店服务中心培训手册.doc

深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen - Guest Service CenterTABLE OF CONTENTSPart OnePart 1Welcome Letter From Director of Rooms Page 03Departmental Organization Chart Page 04Part 2 Job description l GSC Manager Page 05l GSC SupervisorPage 06l GSC Shift LeaderPage 07l GSC AgentPage 08 Standard Operating Proceduresl Telephone EtiquettePage 09l Handling Wake Up CallsPage 15l Make A ReservationPage 18l Fax/Message DeliveryPage 22l Do Not Disturb RequestPage 26l Confidential RequestPage 27l Screen CallsPage 28l Luggage CollectionPage 29l Guest Request ItemsPage 31l Room ChangePage 33l Maintenance RequestPage 36l Mini Bar PostingPage 38l Weather ForecastPage 40l Long Distance Calls by Hotel StaffPage 41l Handling Guest Complaint by PhonePage 42l Handling Lost & Found ItemsPage 45l Medical Assistance to In House GuestPage 48Part 3 Priority Club Reward Page 50Part 4 Acknowledgement letter by employeePage 53Dear team member,Firstly, a very warm welcome to the Crowne Plaza Shenzhen as part of Front Office Department. Our key to success depends very much on your positive attitude, creative flair and eye to details. We are committed to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated.真诚欢迎您加入深圳威尼斯皇冠假日酒店，成为酒店前厅部的成员。你们积极的工作态度，创造性的思维及细致周到的服务，将是我们取得成功的关键因素。我们激励员工通过不断的学习和培训，来丰富专业知识，改善服务技巧，提高劳动生产力，最终取得整体前厅部的成功。I wish you a pleasant and fruitful working experience at Front Office Department.祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。Yours truly,此致FRONT OFFICE ORGANIZATION CHARTJOB DESCRIPTIONJOB TITLE:Guest Service Center ManagerAREA/DEPARTMENT: Rooms Division / Front Office / Guest Service CenterREPORTS TO:DOR / ADOR / FOM / AFOMPOSITIONS SUPERVISED:Guest Service Center supervisor / Guest Service Center shift leader / Guest Service Center agentJOB SCOPE:Manages Guest Service Center operations to ensure to provide highest service to guests. Keep smooth communication with concerned sections and departments. Key Responsibilities Monitor day-to-day operation of Guest Service Center. Directly report to Front Office Manager. Perform any assignments delegated by FOM or AFOM. Go through Guest Service Center logbook and handover book for follow-up action and delegated accordingly. Monitor the room special arrangement for VIPs, PCR members or individual guests based on the daily activity report and brief to all GSC personnel. Aware of the room status of occupancy forecast and alert GSC personnel. Always conduct training for GSC agents, uplift the morale and soothe the grievance of staff. Perform all duties, other than the above as requested by the hotel, company policies. Prepare Duty Roaster to ensure the adequate coverage of hotel occupancy and control staff leaves. Keep smooth communication with all relative sections and departments and review the working performance monthly for team rebuild. Handle guest complaints with tact and diplomacy to avoid future irritation, contact with guest to maintain smooth relationship between management and guests. Share all points of communication issues, which can or may affect GSC personnel to provide high standard service to the guest on daily briefing or meeting of Rooms Division.JOB DESCRIPTIONJOB TITLE:Guest Service Center SupervisorAREA/DEPARTMENT: Rooms Division / Front Office / Guest Service CenterREPORTS TO:Guest Service Center ManagerPOSITIONS SUPERVISED:Guest Service Center shift leader / Guest Service Center agentJOB SCOPE:Supervise Guest Service Center operations to ensure to provide the highest standard of service to guests. Be responsible for the operation of Guest Service Center in the absence of Guest Service Center manager. Key Responsibilities Assist Guest Service Center manager in monitoring day-to-day operation with proper processing. Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section. Ensure that all daily reports printed are filed accordingly in the respective files. Contribute to overall operational efficiency by performing relevant duties as assigned. Use your supervision skills effectively to encourage and motivate staff. Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention. Provide guests with the most accurate and up-to-date information at all times. Ensure efficient provision of an accurate record of telephone calls by supervising that all guest requests are followed up accordingly. Regularly conduct on job training for all GSC agents, uplift the morale and soothe the grievance of staff. Keep the cleanliness and tidiness of working environment, and maintain all GSC agents appearance. Keep hygiene, good attitude and telephone manner, and maintain adequate suppliers and stationeries for GSC office usage. Reports unusual occurrences to GSC manager.JOB DESCRIPTIONJOB TITLE:Guest Service Center Shift LeaderAREA/DEPARTMENT: Rooms Division / Front Office / Guest Service CenterREPORTS TO:Guest Service Center Manager / SupervisorPOSITIONS SUPERVISED:Guest Service Center agentJOB SCOPE:Assist the Guest Service Center supervisor in supervision of controlling and preparation of daily operation. Coordinate with all other sections and departments. Monitor all guests call in and follow up action to be taken by GSC agents properly with satisfaction. Key Responsibilities Assist the GSC supervisor to supervise the call-in and follow up action in the absence of GSC supervisor. Having a positive attitude towards work, be self-disciplined and self-motivated, set a good working example for all sub-ordinates. Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section. Contribute to overall operational efficiency by performing relevant duties as assigned. Assist the GSC supervisor on monitoring guest service personnel constantly; ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention. Enforces rules and regulations set up for the department. Reports unusual occurrences to GSC supervisor timely. Provide services and information to guest that is the most accurate and up to date possible, and is delivered to the guest in the most meaningful way. Assist the GSC supervisor in training staff and remind them on common errors, especially through on job training. To be ready and responsible to perform any other duties as designated or required by management from time to time.JOB DESCRIPTIONJOB TITLE:Guest Service Center AgentAREA/DEPARTMENT: Rooms Division / Front Office / Guest Service CenterREPORTS TO:Guest Service Center Manager / Supervisor / Shift LeaderPOSITIONS SUPERVISED:NilJOB SCOPE:Responsible of establishing and maintaining a good and professional relationship with all guests, as well as, liaise between the guests and hotel management, including all other departments, ensuring a high standard of efficient and effective guest service is maintained. Likewise, call-in and follow up action taken according to the standard operation procedure. Key Responsibilities Responsible for ensuring that clear and constant communication line is kept with all staff, areas and hotel department. To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the hotel. To ensure all guests are provided with an efficient operator service as required. To ensure all guest queries, inquiries and requests are attended to in a helpful and professional, yet warm and friendly manner. To ensure have a complete and thorough knowledge of the outlets of the hotel, the operation hours and scope of services that they provide. To identify any faults that occur on Guest Service Center equipment at anytime whilst you are on duty, contact the supervisor on duty and report the fault directly to the GSC manager. To be completely aware of the fire and emergency procedures of the hotel and your responsibilities in an emergency. To ensure at all times that personal presentation is immaculate, your uniform or work clothes are in line with relevant Front Office, and hotel uniform. Responsible for the general cleanliness of the working area.SUBJECT: TELEPHONE ETIQUETTE 电话礼仪.Policy 政策To ensure a consistent standard of handling incoming calls to leave callers a good impression.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 It s the policy of the hotel that we should always answering the telephones in a consistently manner.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。 Tips and Techniques for Receiving a Telephone Call 接听电话的要点和技巧q Know your telephone system, in particular: 熟悉电话接听系统，尤其要注意：o Identify the external calls and Internal calls first 首先辨别外线电话和内线电话 External calls: two short rings 外线电话：两声短铃音 Internal calls: one long ring 内线电话：一声长铃音o How to put the caller on hold 怎样使来电者等待o How to transfer a call 怎样转接电话o How to pick up others call by your own phone 怎样使用自己电话接听对方电话q Get organized: 有条不紊o Have a pen and paper handy to take notes or a message 使用手头的笔和纸记录和留言q Answer the telephone promptly within three rings 迅速回答电话 三声之内接听q Start each telephone call by polite greeting, saying your department/ company, your name.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。Standard phrases to use: 标准用语1. Guest Service Center 客户服务中心: External Calls 外线电话: Greeting +Crowne Plaza Shenzhen 您好, 深圳威尼斯皇冠假日酒店 E.g.: Good morning, Crowne Plaza Shenzhen 您好, 深圳威尼斯皇冠假日酒店 Internal Calls from Rooms 来自客房的内线电话: Greeting +Department / Section + Name + How may I help you E.g.: Good morning, Guest Service Center, Lucy speaking, how may I help you? 您好，客户服务中心 Internal Calls from Departments 来自部门的内线电话: Greeting + Name + May I help you E.g.: Good morning, Lucys speaking, How may I help you?2. Departments 其它部门: DID Calls外线电话: Greeting +Department / Section + Name + How may I help you?E.g.: Good morning, Human Resources, Vivien speaking. How may I help you? Internal Calls 内线电话: Greeting + Name + How may I help you?E.g.: Good morning, Vivien speaking. How may I help you?Professional Telephone Behavior Standards to aim for 专业电话接听礼仪行为 标准During the Callq Use Guests Name at least two times养成尊称客人姓氏的习惯 In answering call and in conversations 在接听电话或与客人对话中: Use the Guests name-it makes a BIG difference. 尊称客人姓氏会带来很大的益处q Demonstrate that you are listening by making “continuity noises” such as “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”q Concentrate dont be tempted to do two things at once. Give the telephone conversation your undivided attention集中注意力 不要一心二用。集中精力进行接听电话。q Err on the side of being helpful volunteer help, dont wait to be asked.对方需要被帮助 主动帮助，不要等待被询问。q Treat every call as your call, and take responsibility for it.对待每个电话就向对待你的电话一样，并对每个电话负责。q If an incoming call is not convenient, explain why and take the name and number of the caller and offer to phone back.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。q If you are answering a call on someone elses behalf: 如果你正在接听他人的电话：o Never admit you dont know where they are 不要说出你不知道他们在哪？o If they are not available promptly, offer to help or take a message 如果他们此时不在，主动提供帮助或留言o Offer to call back, or suggest a time when the person is likely to be available主动回电，或建议一个他/她可能的接听时间。Standard phrases to use: 标准用语1. Transferring Calls 转电话 If caller requests for transfer, say如果来电者要求转电话，说： “Certainly, allow me to transfer your call to the ( ).May I place you on hold?” Wait for the caller to say “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2. When The extension is engaged 当被转接分机占线时 “Thank you for holding, Mr. Tan is still on the line. Would you like to leave a message or call back later?”“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？”3. When The Extension Does not be Answered 当被转接分机无人接听时 “Thank you for holding, Im afraid Mr. Tan is not available right now. Would you like to leave a message or call back later?” “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？”4. Ending A Call 结束电话 When you finish a call, say.当要结束电话时，说： “Thank you for calling, Have a nice day.” “谢谢来电，再见“5. Crowne Plaza Shenzhen Words To Use 经常在电话中使用以下表达 In your conversations, use words like： “Certainly” “My pleasure” “Have a nice day” “Thank you for calling”Professional Telephone Behavior Standards to aim for 专业电话接听礼仪行为 标准 When taking a message, include: 当留言时，留言内容包括：q Customers name 客人的名字q Room number 房号q Callers name 致电者姓名q Company 公司名称q Telephone number and extension 电话号码和分机q Message in full 留言内容要完整q Indication of its urgency 紧急内容要表明q Your name 你的姓名q Date and time of message 留言日期和时间Remark: Write clearly and ensure the message is received 字迹清晰，确保留言被收到 Ensure your action what has been agreed with the caller 确保你的行动被来电者同意Standard phrases to use:Sir/Madam, may I have your name, please?先生/小姐，请问您贵姓？Mr./Ms._, may I have your message, please?_先生/小姐，请问您的留言内容？Mr./Ms._, may I have your contact number, please?_先生/小姐，请问您的联系电话？Mr./Ms._, please let me repeat your message_, is that correct?_先生/小姐，我重复一下您的留言，您的留言是_。Thank you for calling.感谢您的来电TEN “MOST ABUSED”SKILLS 十项“不适当”的情况:Its bad 不应该Its good 应该Answering hello or _dept. Thats all!接电话时仅说“喂” 或“_部门”就完了Always keep greeting standard必须保持使用标准问候用语Answering he/she is not around.Thats all!.仅回答来电者 “她/他不在”就完了Suggest the caller call back later or leave a message建议来电者稍后在致电或留言Using excuses to avoid being helpful such as I dont work in this department.用一些借口逃避提供帮助，如“我不在这个部门工作”Treat every call as your call, and take responsibility for it.对待每个电话就向对待你的电话一样，并对每个电话负责Its bad 不应该Its good 应该Speaking too softly, too quickly.声音太细，太软，太弱，说得太快The tone of your voice should be clear, soft and in a natural voice.保持语音的甜美、清晰、温柔并且自然。Asking to hold on while I get pen, paper, etc让来电者“等一下，我拿支笔，拿张纸”Always have pen and paper on hand纸和笔随时准备在手Demonstrate that you are listening by making “continuity noises” such as “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”Give the telephone conversation your undivided attention and keep telephone manner.仔细聆听，使用礼貌用语Placing the caller on hold and not checking back.让来电者在线上等待但没有核实是否有结果Keep to contact with guest on 15 seconds basis and thanks the guest for waiting保持每隔15秒与客人跟进并感谢客人等候Language abuses.语言表达不当Use the magic words during the conversations like: Certainly, Thank you, My pleasure在通话过程中始终使用礼貌用语Not keeping follow-up promises.没有对承诺进行跟进Always keep follow up to fulfill the guests needs, and ensure satisfy the guest.始终保持跟进，确保客人对我们的服务满意Taking incomplete messages.留言不完整Ensure take a completely and correct messagefor both internal and external guests.确保留言内容完整无误 SUBJECT: HANDLING GUEST WAKE UP CALLS 电话叫醒服务.Policy 政策Its the policy of our hotel to provide an efficient and accurate wake-up service for all in house guests. To achieve guest satisfaction through a personalized wake up service.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 1. Preparation 准备Get ready with wake up call sheet and ball pen on the hand 准备好笔和叫醒服务记录表2. Answering the call 接听电话Answer the call within 3 rings by saying: “Good evening, Guest Service Center, Sandra speaking, Mr./Mrs. XX, how may I help you?”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3. Listening. 倾听Listen attentively and do not interrupt the guest. 专心倾听, 不中断客人的讲话4. Repeat 复述a) Speak clearly to the guest for the time required, the guest name and room number which display on the screen of console. “Yes, Mr./Mrs. XX, you wish a wake up call at time for room number. Is it right? Is there anything else I can do for you?” 清晰地复述客人要求的叫醒时间，并且从话务台显示屏看到客人的房号和姓名：“是的，XX 先生/小姐，您的叫醒时间是 ，您的房号是 ，请问正确吗？请问您还有什么需要我们帮忙吗？”b) Take down the details on the wake up call sheet after confirmed with the guest 与客人确认后，详细地记录在叫醒服务记录表上。5. End of the call 结束电话Say: “Thank you for calling, good night.” at the end of the conversation.与客人会话后说：谢谢来电，祝您晚安！6Update the time in the Console immediately for the guest 马上在话务台设置客人的叫醒时间7. Record 记录Transfer the wake up call details record to log book 将叫醒服务记录表准确无误地统计在叫醒总结记录本上。Details as following: 细节如下：- Guest room number/folio number 客人房号/确认号- Wake up call time 叫醒时间Note: For the in-house VIP guests, we must offer personally wake up call to them. Say: “ Good morning, Mr./Mrs. XX. This is your 6:30 morning call. Today the temperature is XXX. We wish you will have a nice day.” 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6：30分