威尼斯皇冠假日酒店《客户服务中心新员工入职培训手册

Guest Service Center TABLE OF CONTENTS Part One Part 1 Welcome Letter From Director of Rooms Page 03 Departmental Organization Chart Page 04 Part 2 Job description 1GSC Manager Page 05 2GSC SupervisorPage 06 3GSC Shift LeaderPage 07 4GSC AgentPage 08 Standard Operating Procedures 5Telephone EtiquettePage 09 6Handling Wake Up CallsPage 15 7Make A ReservationPage 18 8Fax Message DeliveryPage 22 9Do Not Disturb RequestPage 26 10 Confidential RequestPage 27 11 Screen CallsPage 28 12 Luggage CollectionPage 29 13 Guest Request ItemsPage 31 14 Room ChangePage 33 15 Maintenance RequestPage 36 16 Mini Bar PostingPage 38 17 Weather ForecastPage 40 18 Long Distance Calls by Hotel StaffPage 41 19 Handling Guest Complaint by PhonePage 42 20 Handling Lost 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 DESCRIPTION JOB TITLE Guest Service Center Agent AREA DEPARTMENT Rooms Division Front Office Guest Service Center REPORTS TO Guest Service Center Manager Supervisor Shift Leader POSITIONS SUPERVISED Nil JOB 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 电话礼仪电话礼仪 Policy 政策政策 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接听电话的要点和技巧 2Know your telephone system in particular 熟悉电话接听系统 尤其要注意 oIdentify the external calls and Internal calls first 首先辨别外线电话和内 线电话 3External calls two short rings 外线电话 两声短铃音 4Internal calls one long ring 内线电话 一声长铃音 oHow to put the caller on hold 怎样使来电者等待 oHow to transfer a call 怎样转接电话 oHow to pick up other s call by your own phone 怎样使用自己电话接听 对方电话 5Get organized 有条不紊 oHave a pen and paper handy to take notes or a message 使用手头的笔和 纸记录和留言 6Answer the telephone promptly within three rings 迅速回答电话 三声之内接听 2Start 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 标准用语标准用语 2 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 Lucy s speaking How may I help you 3 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专业电话接听礼仪行为 标准标准 During the Call 1Use Guest s 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 Guest s name it makes a BIG difference 尊称客人姓氏会带来很大 的益处 1Demonstrate 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 2Concentrate don t 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 3Err on the side of being helpful volunteer help don t wait to be asked 对方需要被帮助 主动帮助 不要等待被询问 3Treat 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 4If 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 5If you are answering a call on someone else s behalf 如果你正在接听他人的电 话 oNever admit you don t know where they are 不o 要说出你不o知道 他们在哪 oIf they are not available promptly offer to help or take a message 如果他 们此时不o在 o主动提供帮助或留言 oOffer 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 I m 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专业电话接听礼仪行为 标准标准 When taking a message include 当留言时 留言内容包括 2Customer s name 客人的名字 3Room number 房号 4Caller s name 致电者姓名 5Company 公司名称 6Telephone number and extension 电话号码和分机 7Message in full 留言内容要完整 8Indication of its urgency 紧急内容要表明 9Your name 你的姓名 10 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 十项十项 不适当不适当 的情况的情况 It s bad 不应该不应该It s good 应该应该 Answering hello or dept That s 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 That s 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 don t 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 It s bad 不应该不应该It s good 应该应该 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 guest s 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 message for both internal and external guests 确保留言内容完整无误 SUBJECT HANDLING GUEST WAKE UP CALLS 电话叫醒服务电话叫醒服务 Policy 政策政策 It s 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 程序程序 2 Preparation 准备准备 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 3 Answering the call 接听电话接听电话 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 4 Listening 倾听倾听 Listen attentively and do not interrupt the guest 专心倾听 不中断客人的讲话 6 Repeat 复述复述 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 e XX 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 i 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 7 End of the call 结束电话结束电话 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 6 Update 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 4Guest room number folio number 客人房号 确认号 5Wake 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分的叫醒服务 今天的天气 是 祝你一天愉快 8 Advance and permanent wake up call request 长期叫醒服务长期叫醒服务 If a guest wishes to have a wake up call for a number of days record in the logbook white board update it daily 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 9 Nightshift GSC agents need to double check the wake up call record and the system ensure all the wake up call time is accurate 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 10 Group wake up call service 团队叫醒团队叫醒 GSC agent will double confirm the group room number and wake up call time with receptionist and night shift AM make sure all the group rooms wake up call are correct Update the system room by room Next morning shift GSC agent will be brief for the group wake up call service 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 SUBJECT MAKE A RESERVATION 电话预订客房电话预订客房 Policy 政策政策 Actuality of reservation is very important it can help to control room inventory and also affect guest s checking in experience When GSC Agent makes a reservation for guest the following procedure should be done 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 程序程序 1 Telephone was answered within 3 rings 三声内接起电话 2 Greet guest 问候客人 Good morning Crowne Plaza Shenzhen 你好 深圳威尼斯皇冠假日酒店 3 Confirm checking in and checkout date Check room inventory 确认入住和退房的日期 查看房间可售表 Guest I want to make a reservation 客人 我想预订一个房间 Staff How may I address you sir 员工 先生请问怎么称呼您 Guest This is Steven Brown 客人 我是史迪文 布莱恩 Staff Mr Brown are you our Priority Club member 员工 布莱恩先生 请 问您是我们的会员吗 Staff Did you stay in our hotel before And may I have you check in and check out date 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 Ask whether guest is return guest in order to find out which price has been offered before and also guest s preference 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 Check in on XXX and check out on XXX 客人 入住时间是 退房 时间是 GSC Agent must listen carefully about checking in and checkout date Then check room inventory properly 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 If no room available 如果没有房时 Staff Sorry Mr Brown hotel is fully booked on XXX Would you like me to put your reservation in waiting list or would you like me to recommend another hotel for you 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 Remember PCR platinum member s booking is 72 hours guarantee booking 白金 卡会员的预订是72小时担保预订 If guest would like you to put his reservation in waiting list the reservation details should be taken down 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 4 Recommend room and quote price 介绍房间和提供房价资料 If rooms are available 如果有房间 Staff Mr Brown will you travel alone 员工 布莱恩先生 您是单独一个人 旅行吗 Ask this question in order to recommend proper room type according to guest needs If travel with family deluxe room above category should be recommended 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 We have superior room deluxe room and suite which kind of room would you prefer 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 To be ready for being asked difference between different room category and selling price Don t forget upselling 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 6 Make reservation in system 在电脑系统里做预订 Double confirm the spelling of guest s name ensure it s correct 再次确认客人姓名 的拼写 确保正确无误 7 Guarantee booking and obtain contact number 担保预订和联系号码 Staff Mr Brown may I have your checking in time 员工 布莱恩先生 可以 知道您到店的时间吗 Staff Mr Brown may I suggest you to guarantee your booking as hotel occupancy is high on XXX 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 Explain meaning of guarantee booking 说明担保预订的含意 Staff Mr Brown your booking is guaranteed if you are no show on XXX one night room rate will be charged to your credit card as penalty If you would like to change your reservation hotel should be informed 24 hours in advance 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 May I have your contact number Mr Brown 员工 布莱恩先生 可以 知道您的联系方式吗 9 Offer transportation service 提供交通服务 Staff By the way Mr Brown would you like us to arrange pick up service for you 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 For the transportation service fax and credit card guarantee are required Once we received your fax our Concierge will contact you for arrangement 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 10 Close selling Repeat guest s reservation 重复客人的预订 Staff Mr Brown may I repeat your reservation details You will be checking in on XXX and checking out on XXX Non smoking and king bedded deluxe room for you The price is RMBXXX per night including daily breakfast No transportation requirement The confirmation number is XXX RMBXXX 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XXX Provide hotel address Our hotel is located in Overseas Chinese Town opposite to Window Of The World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 11 Thanks for the reservation Staff Thank you for choosing Crowne Plaza Shenzhen Mr Brown 员工 布莱恩先生 感谢您选择深圳威尼斯皇冠假日酒店 SUBJECT FAX MESSAGE DELIVERY PURPOSE 目的目的 The purpose of this procedure is to ensure that the proper steps are taken when delivery fax and message to guest or internal department 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 步骤步骤 1 Receive the fax 收到传真 Check the fax machine once you notice the incoming fax signal 一听到传真信号的声音 就须有查传真机的反应 Count the total No of pages 细数传真的页数 2 Sort out all incoming faxes and separate the faxes 把收到的传真分门别类 3 Make sure review the fax carefully in case any wrong sending 仔细阅读并核对传真 谨防送错 Guest 客人客人 All the fax message received must double check with the computer to make sure we do not send them to the wrong room 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 Check the name print on fax should tally with the name in LANmark 客人的名字需和LANmark系统的名字一致 If any fax whose receiver could not be identified report to supervisor or manager to handle it 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 In house guest 入住客人 入住客人 1 Check the name and fill in the guest incoming fax control sheet 查找客人并做登记 Control sheet item 登记要素 a Date 日期 b Time 时间 c Room number 房号 d Guest name 客人姓名e f Fax number 传真号码 g No of pages 页数 h GSC Agent 收件人 i Inform to 被通知人 j Inform time 通知时间 k Bell name and taken time 行李生名l 字和接收时间 m Remark 备n 注 2 Fill in the guest name and room number on the fax envelope with printed Inform concierge to send the fax If guest will c o on day please printed urgent stamp on it And call guest room to inform guest there is a fax coming in and we will deliver it within 5 minutes 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 For guest arrival 将到店客人 将到店客人 1 If the guest will arrive in few days write down the information on the incoming control sheet remark and highlight it and fill in the fax envelope and write exact C I date and folio no file them by date 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 2 Write the there is a fax in GSC upon C I please inform GSC in the addition remarks 在电脑系统里的补充备注中输入 there is a fax in GSC upon C I please inform GSC No show and the guest C O 有预定但未来入住的客人或客人已离店 有预定但未来入住的客人或客人已离店 1send it back immediately regarding to the original fax number with dear sir madam this guest didn t come last time has already checked out 立即将传真按原号码传回 并注明客人 没来或已退房 的