OP sop.doc

SHANGRI-LA HOTEL XXXSTANDARD OPERATION PROCEDURE金岛生态园酒店标准工作程序STANDARD OPERATIONPROCEDURES标准工作程序SERVICE CENTRE服务中心 Task No. Description工作代码 描 述SC-1 Telephone Skill Standards 接听电话标准SC-2 Handling Incoming Calls For Staff 处理内部电话 SC-3 Handling Written And Voicemail Messages 处理书面和语音留言 SC-4 Handling General Inquiries 处理一般的询问 SC-5 Handling Requests For Locators 处理客人位置的要求 SC-6 Handling Requests For a Private & Confidential Stay 处理客人秘密住店的要求 SC-7 Handling a Do Not Disturb Request 处理“请勿打扰”的要求 SC-8 Handling Requests For Screened Calls 处理筛选电话的要求SC-9 Receiving a Wake Up Call Request 叫醒服务的要求 SC-10 Giving a Wake Up Call 提供叫醒服务 SC-11 Handling a Group Wake Up Call 处理团队叫醒服务SC-12 Complimentary Coffee/Tea for VIP, Horizon & Suite Room Guests 为VIP/豪华阁/套房客人提供免费咖啡/茶 SC-13 Handling Incoming & Outgoing Faxes 处理收到及外发的传真 SC-14 Delivery Of Guest Faxes And Messages 递送客人传真和留言 SC-15 Guest Paging Services 寻人服务SC-16 Operator Assisted DDD/IDD Calls 接线员帮助处理DDD/IDD电话SC-17 Handling a Room Change 处理换房程序SC-18 Handling Guest Complaints By Phone处理客人的电话投诉SC-19 Handling a Maintenance Request处理设备维护要求SC-20 Delivering Guest Room Amenities递送客房备品SC-21 Request For a Doctor要求医务服务SC-22 Giving Out Guest Information向外部提供客人信息SC-23 Grooming Standards仪容仪表标准SC-24 Rates for Manual Phone Charges电话收费标准SC-25 Back Ground Music背景音乐SC-26 Back Up Procedures重启系统SC-27 Emergency Procedures紧急事件处理程序SC-28 Emergency Procedures紧急处理程序DEPARTMENT: Front Office部门 ：前厅部JOB TITLE: Operator职称 ：总机TASK NO: SC-1 ( Page 1 of 5 )工作代码 ：SC-1 （第一页，共五页）TASK : Telephone Skill Standards工作职责：接听电话标准EQUIPMENT REQUIRED: Switchboard console 所需设备 ：总机控制台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的1 Be alert and ready.随时准备。2 Greet the caller and offer assistance. 问候来电人并提供帮助。Sit straight and pay attention to the screen of the console. Always have a pen and paper ready to take notes.坐端正并注意控制台屏幕。时刻准备好纸笔以便做笔记。Answer the call within 3 rings and with a pleasant tone. Smile when speaking, following the below order:在三声振铃内以愉悦的声音接听电话。说话时微笑，按以下程序接听电话：External Calls外部来电 Greet the guest.问候客人。 Identify the hotel.说出酒店名字。 Offer assistance.提供帮助。 E.g. “Dood morning/afternoon/evening, JinDao Ecological Hotel,RuGao, may I help you?”.例如：上午好/下午好/晚上好，如皋金岛生态园酒店，有什么我能帮到您？”Use callers name wherever possible.尽可能用名字来称呼客人。To be ready and alert to greet any guest that calls. Taking notes is essential to prevent error. 时刻准备着接听客人电话。做好笔记防止犯错。To keep and maintain the standards of our hotel.遵循酒店的标准。PREPARED BY: 制定APPROVED BY: 批准POSITION: FOM职位:前厅经理SIGNATURE/DATE签字/日期POSITION: GM职位：总经理SIGNATURE/DATE签字/日期DEPARTMENT: Front Office部门 ：前厅部JOB TITLE: Operator职称 ：总机TASK NO: SC-1 ( Page 2 of 5 )工作代码 ：SC-1 （第二页，共五页）TASK : Telephone Skill Standards工作职责：接听电话标准EQUIPMENT REQUIRED: Switchboard console 所需设备 ：总机控制台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的2 Greet the caller and offer assistance. 问候来电人并提供帮助。 （continue 继续）3 Listen attentively. 接听电话时要全神贯注。Internal Calls内部来电 Greet and address the caller, if possible.问候来电人，如有可能，记下来电人地址。 Identify the department.说出所属部门。 Offer assistance.提供帮助。E.g. “Good morning /afternoon/evening, Mary speaking, how may I assist you Mr/Mrs/Ms _?.例如：“上午好/下午好/中午好，我是mary。有什么我能帮您的吗？ 先生/女士/小姐 ”Always speak clearly and naturally using simple English/Chinese. Avoid unnatural accents and slang and speak directly into the mouthpiece. Express friendliness and sincerity.始终清晰亲切的使用简练的中英文问候客人。避免不自然的口音，避免口语，要直接对话筒说话。表现出友善和真诚。Speak at a normal and appropriate pace at a consistent pace.接听电话时，用语标准语速适中。Never rush or speak too fast. Be patient and do not interrupt the caller. Take down notes if there is a special request.切记语速不能过快。耐心倾听，不要打断来电人。如有特别要求，做好笔记。This is a show of respect.这是对来电人的尊重。PREPARED BY: 制定APPROVED BY: 批准POSITION: FOM职位：前厅经理SIGNATURE/DATE签字/日期POSITION: GM职位：总经理SIGNATURE/DATE签字/日期DEPARTMENT: Front Office部门 ：前厅部JOB TITLE: Operator职称 ：总机TASK NO: SC-1 ( Page 3 of 5 )工作代码 ：SC-1 （第三页，共五页）TASK : Telephone Skill Standards工作职责：接听电话标准EQUIPMENT REQUIRED: Switchboard console 所需设备 ： 总机控制台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的4 Repeat the request. 重复要求。5 Never to the following. 决不要犯以下错误。6 Use MAGIC words. 使用另客人惊喜的词语。 7 Transfer the call. 转接电话。Always repeat to the caller and confirm his/her requests or inquiries.始终重复客人的留言，以确认他/她的要求。Pause at intervals to allow guest to add anything he/she may have missed.做必要的暂停，使客人能够添加他/她遗漏的信息。Never say No to the guest as we should ALWAYS offer our assistance as best possible. 决不能对客人说“不”，要始终尽我们最大的努力帮助客人。Never raise your voice, never shout, never argue, and never be rude over the phone.决不能在通话时提高嗓音，不能吼叫，不能和客人争论，不能粗鲁。If the guest is unruly, refer him to your manager/superior and inform the manager/ superior of the situation. 如果客人蛮横无礼，告诉经理或主管，由经理或主管来处理。Always use words like, Thank you, Please, My pleasure, etc. 始终使用诸如这样的词语，“谢谢”，“请”，“我很乐意”等等。If the call is for an in-house guest, always verify the name and room number against the system before connecting the call.如果电话是打给住店客人，在转电话前始终要询问姓名和房号，并在系统中核对。To avoid misunderstanding and allow clarification.避免并澄清误解。To maintain courteousness and politeness to guests at all times as a reflection of the high levels of service of the hotel.始终以谦恭礼貌的态度表现出酒店高水平的服务。The hotel operator is often the first person to come into contact with the guest and hence, the leaves the first and the most lasting impression on the guest.酒店的总机服务员通常是和客人接触的第一个人，因此要给客人留下良好而持久的第一印象。Ask for permission and acknowledge the callers response.询问许可，并对客人的来电做出回应。PREPARED BY: 制定APPROVED BY: 批准POSITION: FOM职位：前厅经理SIGNATURE/DATE签字/日期POSITION: GM职位：总经理SIGNATURE/DATE签字/日期DEPARTMENT: Front Office部门 ：前厅部JOB TITLE: Operator职称 ：总机TASK NO: SC-1 ( Page 4 of 5 )工作代码 ：SC-1 （第四页，共五页）TASK : Telephone Skill Standards工作职责：接听电话标准EQUIPMENT REQUIRED: Switchboard console 所需设备 ：总机控制台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的7 Transfer the call.转接电话。（continue 继续）8 Answer ring back calls to the console.回复打到控制台的电话。If the caller has to be put on hold, inform the caller that you are going to do so and explain the reason to him/her. Use phrases such as, One moment please, Mr/Mrs/Ms _, I will check the information for you”.如果来电人电话转为等待状态，告诉来电人将为他转电话，做必要的解释。使用以下用语：“请稍等，_先生/女士/小姐，我将为您查询一下信息。”When transferring a call, do so by acknowledging the end of the conversation with your action. E.g. “One moment please Mr/Mrs/Ms _, Ill connect your call now. Thank you for calling”.转电话时，通过规定的语言表明即将结束电话。例如：“请稍等，_先生/女士/小姐，我马上为您转电话。感谢来电。”For calls to hotel guests, if the call bounces back (extension/room line engages or no answer from the call), pick up the call again and inform the caller of the situation. 对于打给酒店客人的电话，如果电话又被转回来，（线路正忙或无人接听），再一次接起电话并告知来电人情况。To ensure that the call has been transferred to the right person/ department.确保电话转给正确的人/部门。PREPARED BY: 制定APPROVED BY: 批准POSITION: FOM职位：前厅经理SIGNATURE/DATE签字/日期POSITION: GM职位：总经理SIGNATURE/DATE签字/日期DEPARTMENT: Front Office部门 ：前厅部JOB TITLE: Operator职称 ：总机TASK NO: SC-1 ( Page 5 of 5 )工作代码 ：SC-1 （第五页，共五页）TASK : Telephone Skill Standards工作职责：接听电话标准EQUIPMENT REQUIRED: Switchboard console 所需设备 ：总机控制台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的8 Answer ring back calls to the console.回复打到控制台的电话。(coutinue 继续)9 Thank the caller and end the conversation.感谢来电人，结束通话。Offer to leave a text message or voice mail, or request the guest to call back again. E.g. “Im sorry Sir/Madam, Mr/Mrs/Ms _ is not in the room now, would you like to leave a message or call back later?”.提供书面或语音留言，或让来电人稍候再打。例如：“我很抱歉，先生/女士，_先生/女士/小姐，目前不在房间，您是留言，还是稍候再打？”For calls to internal staff, offer to locate someone else who could be of assistance. E.g. “Im sorry, Mr/Mrs/Ms _ is not in his/her office at the moment, would you like to speak to someone else?”.对于打给内部员工的电话，询问是否能够让其他人提供帮助。例如：“很抱歉，_先生/女士/小姐现在不在办公室，您能找其他人帮忙吗？”DO NOT put the caller on hold for more than 30 seconds. Stay on the line until the connection has been made.不要让来电人等待超过30秒。直到电话连通后才能挂断。Always thank the guest for calling and close the conversation before putting down the line. 每次结束通话前要感谢客人的来电。Always hang up the phone only AFTER the caller has left the line.只有当来电人挂断电话后才能挂电话。Note that message taking for administrative staff should be kept to the minimum.尽可能减少给行政管理人员的留言。Let caller know that you have not forgotten about him/her and keep the caller updated.使来电人知道你没有忘记他/她。PREPARED BY: 制定APPROVED BY: 批准POSITION: FOM职位：前厅经理SIGNATURE/DATE签字/日期POSITION: GM职位：总经理SIGNATURE/DATE签字/日期DEPARTMENT: Front Office部门 ：前厅部JOB TITLE: Operator职称 ：总机TASK NO: SC-2 ( Page 1 of 2 )工作代码 ：SC-2 （第一页，共二页）TASK : Handling Incoming Calls for Staff工作职责：处理内部电话EQUIPMENT REQUIRED: Switchboard console/所需设备 ：总机控制台/WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的1 Answer the call. 接听电话。2 Explain the situation. 解释情况。As per standard procedure, answer the call within 3 rings. Be courteous and smile while speaking to the guest. Follow the procedure as following:根据标准工作程序，三声振铃内接起电话。接电话时要面带微笑，谦恭有礼。按以下流程操作： Greet and address the caller, if possible identify the department.问候客人，如有可能记下来电人的部门。 Offer assistance.提供帮助。Listen to the request and do not interrupt the caller. Explain to the caller that personal calls cant be transferred during working hours as per the hotels policy. As this is a sensitive issue, extreme care and caution must be practiced. Use the phrase, “I am sorry Sir/Madam, personal calls are not allowed to be transferred during working hours. If it is urgent, I may transfer you to the department head”.倾听要求，不要打断客人。向来电人解释根据酒店规定，工作时间不能转接私人电话。此敏感事宜需特别注意。使用以下语言回复，“我很抱歉先生/女士，工作时间不能转接私人电话。如果您有很紧急的事情，我可以把电话转给部门主管。”All callers are still considered guests and courtesy and hospitality must be extended at all times.所有的来电人也应当作为酒店客人来尊重，不论何时都应当表现出谦恭和好客。PREPARED BY: 制定APPROVED BY: 批准POSITION: FOM职位：前厅经理SIGNATURE/DATE签字/日期POSITION: GM职位：总经理SIGNATURE/DATE签字/日期DEPARTMENT: Front Office部门 ：前厅部JOB TITLE: Operator职称 ：总机TASK NO: SC-2 ( Page 2 of 2 )工作代码 ：SC-2 （第二页，共二页）TASK : Handling Incoming Calls for Staff工作职责：处理内部电话EQUIPMENT REQUIRED: Telephone所需设备 ：电话WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的2 Explain the situation. 解释情况。（continue 继续）If it is an urgent or emergency call, transfer the call to the relevant department head and inform him/her of the situation. Request permission from the caller before doing so.如果是紧急电话，把电话转到相关部门的主管处，并说明情况。在这样做之前要得到来电人的许可。In the event of an emergency, the department head must verify the situation and handle the problem accordingly.如有紧急情况发生，部门主管必须核实事件的真实性，并做出相应的处理。PREPARED BY: 制定APPROVED BY: 批准POSITION: FOM职位：前厅经理SIGNATURE/DATE签字/日期POSITION: GM职位：总经理SIGNATURE/DATE签字/日期DEPARTMENT: Front Office部门 ：前厅部JOB TITLE: Operator职称 ：总机TASK NO: SC-3 ( Page 1 of 5 )工作代码 ：SC-3 （第一页，共五页）TASK : Handling Written and Voicemail Messages工作职责：处理书面和语音留言EQUIPMENT REQUIRED: Switchboard console/Voicemail system/Pen/Paper所需设备 ：总机控制台/语音留言系统/笔/纸WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的1 Answer the call. 接听电话。2 Offer assistance. 提供帮助。Voicemail语音留言1 Leave a voicemail. 语音留言。Answer the call within 3 rings and greet the guest courteously. Always be polite and offer assistance according to the standard procedure in handling calls.三声振铃内，礼貌的问候客人。根据标准程序处理来电，始终保持谦恭有礼的态度，提供帮助。Dont interrupt the caller and be attentive to details. Transfer the call immediately. If the guest is not reachable or if the caller would like to leave a message, inquire whether he/she would like to leave a voicemail or a written message.不要打断来电人，注意来电人所讲细节。迅速的转电话。如果电话不能接通，或来电人希望留言，询问他/她是需语音留言还是书面留言.If the caller would like to leave a voicemail, inform the guest that you would transfer the call again to the guest voicemail system. Say, “One moment please, I will transfer you through. You may leave a voicemail message after the tone. Thank you for calling”.如果来电人想要语音留言，告诉客人你会把电话再次转到客人的语音留言系统。告知客人：“请您稍等。我将把电话直接转至语音系统。在提示音后您能直接留言。感谢来电。”As per standard procedure.根据标准工作程序。Always suggest the caller to leave a voicemail as it is a direct connection to the guest. This is more accurate and efficient.通常建议来电人使用语音留言，因为可以直接和客人联系。这同时能保证信息的正确和效率的提高。PREPARED BY: 制定APPROVED BY: 批准POSITION: FOM职位：前厅经理SIGNATURE/DATE签字/日期POSITION: GM职位：总经理SIGNATURE/DATE签字/日期DEPARTMENT: Front Office部门 ：前厅部JOB TITLE: Operator职称 ：总机TASK NO: SC-3 ( Page 2 of 5 )工作代码 ：SC-3 （第二页，共五页）TASK : Handling Written and Voicemail Messages工作职责：处理书面和语音留言EQUIPMENT REQUIRED: Switchboard console/Voicemail system/Pen/Paper所需设备 ：总机控制台/语音留言系统/笔/纸WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的2 Retrieve a voicemail. 接听语音留言。3 Handle the complaint. 处理投诉。If the guest would like to retrieve his/her voicemail from the room, inform the guest to press 1. E.g. “Mr/Mrs/Ms _, please press 1 to receive your voicemail”.如果客人想要接听他/她的语音留言，告诉客人，按“1”号键。如：“_先生/女士/小姐，请按1号键接听您的留言。”If the guest is calling from outside the hotel and would like to retrieve his/her voicemail, confirm the guests name and room number in the system. Inform the guest to hold on and connect the call to the voicemail system. Say, “One moment please, I will connect your call to voicemail system. Thank you for calling”.如果客人是在酒店外打电话，希望接听他/她的留言，在系统中确认客人的姓名和房号。告诉客人稍等，并把电话接到语音留言系统。说，“请您稍等，我将帮您把电话转到语音留言系统。感谢来电。”If the guest complaints that the message recorded was terminated half way, explain to the guest that could be due to the caller speaking too softly, or because the caller accidentally pressed a key and terminated the recording. If the guest complaints that all that was heard was silence or noisy tones, explain to the guest that this is probably because the caller did not record the message.如果客人投诉语音留言中途停止，向客人解释也许是因为来电人说得过快，或来电人不小心按错了键而停止了记录。如果客人抱怨完全不能听清留言，或留言很嘈杂，向客人解释可能是来电人的留言没有记录。Ensure that the caller is the person he/she claims before connecting the person to the voicemail system.在帮客人连接至语音留言系统前，确保来电人是他/她声称的人。Voicemails can only be deleted by the guest personally after retrieval.语音留言只有客人本人听过之后才能删除。PREPARED BY: 制定APPROVED BY: 批准POSITION: FOM职位：前厅经理SIGNATURE/DATE签字/日期P