完成版REGENT CLUB BCCON SOP.docx
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完成版REGENTCLUBBCCONSOP
STANDARDOPERATINGPROCEDURES
REGENTCLUBBC&CONCIERGE
REGENTCLUBBC&CONCIERGE
TaskNo.Description
1Photocopying复印
2BindingService装订
3Laminating薄膜
4TypingService打字
5PrintingService打印
6IncomingFax接收传真
7OutgoingFax发送传真
8Internet&EmailService上网及网上邮件
9CONFERENCE-ROOMRENTAL会议室租赁
10COURIERSERVICE快递服务
11FILMDEVELOPINGSERVICE胶卷冲洗
12TAXIRESERVATION出租车预定
13RESTAURANTRESERVATIONS餐厅预定
14TRANSPORTATIONRESERVATION用车预定
15FLIGHTRECONFIRMATION机票确认
16FLIGHTCHANGING机票更改
17TRAVELINGTICKETPURCHASING旅游票务
18INFORMATIONOFHOTEL&CITY酒店及城市信息
REGENTCLUBBC&CONCIERGE
TaskNo.Description
19HANDLINGGUESTSPECIALREQUEST处理客人服务
20TOURARRANGEMENT旅游助理
21INTERPRETERANDTRANSLATIONS翻译
TASKNO:
01
PHOTOCOPYINGPAGE(1/4)
DEPARTMENT:
FrontOffice
APPROVEDBY/TITLE/APPROVALDATE:
KeithTomkies/DirectorofRooms
TASKBREAKDOWN
STANDARDPROCEDURE
WHY
Greet“TheRegentClubGuest”
欢迎“行政楼层客人”
Ifyouarebusy,pleaseinformourGUESTafterthegreeting
如果你有点忙,请告诉我们的客人稍候
AsktherequestsofcopieswiththeGUESTveryclearly
清楚的询问客人要复印的数量
InformtheGUESTourchargeinadvance
预先告诉客人价格
Photocopy
为客人复印
UpontheguestentrancetoTheRegentClub,greethim/herwitheyetoeyecontactandasmile
在客人进入行政楼层时迎接客人并与客人目光交流并伴随微笑
“NinHao,Sir/Madam,howmayIhelpyou,?
”您好,先生/女士,可以为您效劳吗?
(Ifyouknowtheguest,pleaseaddresstheguestname)(称呼客人姓名如果你知道)
“NinHao,Mrs.Smith,howmayIhelpyou?
”早上好,史密斯太太,可以为您效劳吗?
“NinHao,Sir,Iwillbewithyouinamoment.”您好先生,我马上为您服务
“Howmanycopiesdoyouneed,Sir/Madam?
”
“先生请问您要复印几张?
”
“Ifyouwanttozoomin/out,whatisthefinalsize,Sir/Madam?
”请问是否要放大?
要放大多少?
“ExcusemeMadam/Sir,thechargeforanA4sizepaperisXXXRMBperpage.
请原谅先生,A4复印每张xxRMB
“PleasewaitamomentwhileIphotocopythisforyou.”请稍候,我现在去为您复印
Ensureallcopiesarecorrectlymadefortheguest
确信所有复印完全正确
Donotkeeptheguestwaitingforalongtime.
不要让客人久等
TASKNO:
01
PHOTOCOPYINGPAGE(2/4)
DEPARTMENT:
FrontOffice
APPROVEDBY/TITLE/DATE:
KeithTomkies/DirectorofRooms
TASKBREAKDOWN
STANDARDPROCEDURE
WHY
GivethecopiesandtheoriginaltotheGUEST(usingtwohands)
用双手把东西交给客人
AskforpaymentfromtheGUEST
请客人结帐
“Sir/Madam,hereareyourcopiesandtheoriginals.Pleasecheckiftheyarecorrect.”
先生/女士,这是您的复印件和原件,请检查一下
是否正确。
“Ifincorrect,Iwillphotocopyitagain.”
“如果有错误,我可以为您重印”
“ExcusemeSir/Madam,thatwillbe.
XXXRMB”“Howwouldyouliketosettleyourbill?
”‘先生/女士,一共是xxxRMB,请问您怎么结帐?
“
Waitforthepaymentwithasmile.Uponreceiptofthepayment….(getthecashorcreditcardandsettlethebill)
在打印帐单的时候给客人微笑(从客人那里得到现金或信用卡然后为客人结帐)
Confirmallthecopiesarerightaccordingtotheguestrequest
与客人确认所有复印是否正确
Courtesymanner
非常礼貌的态度
TASKNO:
01
PHOTOCOPYINGPAGE(3/4)
DEPARTMENT:
FrontOffice
APPROVEDBY/TITLE/DATE:
KeithTomkies/DirectorofRooms
TASKBREAKDOWN
STANDARDPROCEDURE
WHY
Askfortheguestroomnumberandsettlethebill.
寻问客人房号
Thanktheguestforcoming.
感谢客人的光临
Specialcase:
特殊情况
1.Theguestmayhavemanydocumentstophotocopy
1.客人也许会有很多文件复印
“Sir/Madam,mayIhaveyourroomnumber,please?
”
“先生/女士,我可以知道您的房号吗?
”
“IsthereanythingelseIcandoforyouMr./Mrs.XXX?
”“还有什么我能为您效劳的吗?
xxx先生/女士”
“Thankyouforcoming.HaveaniceDay!
”
谢谢光临,祝您愉快
(inthedaytime)(如果是白天)
“Thankyouforcoming.GoodNight!
”
“谢谢光临,晚安”
(Ifitisnightafter8:
30PM)
(如果是晚上8:
30pm以后)
“Thankyouforcoming.Haveagoodweekend.”
(Ifitisintheweekend)
“IamsorryMr./Mrs.XX,butIthinkthiswilltakeatime.MayIknowifyouwanttopickituplaterorshallIhaveitsendtoyourroom?
”
“对不起xxx先生/女士,我想这可能会用点时间,
您介意过一会来取或者我为您送到房间?
”
Justforreference.
做记录
Thisistoofferfurtherassistancetoshowourhelpfulnessandsincerity.
提供更多服务并展示热情和虔诚
Wedothisinordertosavetheguesttime
为了节省客人时间
Courtesymanner
礼貌方式
TASKNO:
01
PHOTOCOPYINGPAGE(4/4)
DEPARTMENT:
FrontOffice
APPROVEDBY/TITLE/DATE:
KeithTomkies/DirectorofRooms
TASKBREAKDOWN
STANDARDPROCEDURE
WHY
IftheychoosetopickituplateratTheRegentClub
如果客人想一会回来取
Askthegueststosettlethebillfirstiftheywantittobedeliveredtotheirroom.
请客人先结帐,如果他/她同意把东西直接送到房间
Finishphotocopy,calltheGUEST
复印完毕,给客人打电话
2.Whenyoudothetransparencycopy.
在做幻灯纸复印时的注意事项
“WewillkeepyourcopiesandtheoriginalsatTheRegentClub.”
我们暂时为您保存在行政酒廊
“ExcusemeSir/Madam,Wouldyoumindtosignthebillfirst?
Iwillsendthecopiesandtheoriginalstoyourroomassoonaswefinished.”
请原谅,您介意先签一下帐单吗?
我一复印完马上送至您的房间
“Goodmorning,thisis____fromTheRegentClub.Wehavealreadyfinishedphotocopyingyourdocuments.Iwillsendthecopiesandtheoriginalstoyourroomrightaway.”
“早上好,我是行政酒廊的xxx,您的文件已经复印完毕,我现在可以把它们送到你的房间吗?
”
Manualfunctionisthewayfortransparencycopy.
手动功能可以做幻灯复印
Pleaseseparateeachofthemwithapieceofplainpaper.用白纸把每一张分开
Chargetotheguest’sroomdirectlywhenwefinished
完成后直接入客人房帐
LettheGUESTknowthecostofphotocopyandinformhim/herassoonaswefinished.
让客人知道价格并在完成后及时通知客人
Asthetransparenciestendto“stick”together,weplacetheminpapertray.
Toavoidtransparenciescopyfromstickingtoeachother.
因为幻灯纸容易粘贴。
可以用纸把幻灯纸隔开。
TASKNO:
02
BINDINGSERVICEPAGE(1/2)
DEPARTMENT:
FrontOffice
APPROVEDBY/TITLE/DATE:
KeithTomkies/DirectorofRooms
TASKBREAKDOWN
STANDARDPROCEDURE
WHY
GreettheGUEST
迎接客人
Ifyouarebusy,pleaseinformguestafterthegreeting
如果你正好有点忙,请告诉客人
稍候.
Inquirethetypeofdocumentbindingrequired.
询问客人有何装订要求
Checkthenumberofpapersrequiredbinding.
检查一下装订文件的数量
UpontheGUESTenteringTheRegentClub,greetwitheyecontactandsmile
呼用微笑和目光交流和客人打招
“Goodmorning,howmayIhelpyou,sir/Madam?
”
“早上好,可以为您效劳吗?
”
(IfyouknowtheGUEST,pleaseaddresstheGUESTname)
“GoodMorning,Sir/Madam,Iwillbewithyouinamoment.”
“早上好,先生/女士,我马上为您服务.”
“Mr./Mrs.XX,whichtypeofringsandcoverswouldyouchooseforyourdocumentbinding?
”
“xxx先生/女士,您想用那种装订环和封面做您的文件装订?
”
“Howmanypageswouldyouliketobind,Sir/Madam?
”
“您要装订多少份,先生/女士?
”
Knowexactlytherequirementofbinding
得知客人的装订要求
Inordertocharge,becausethenumberofbindingpageswillcostdifferent.
便于结帐,因为不同的装订页数不同的价格
TASKNO:
02
BINDINGSERVICEPAGE(2/2)
DEPARTMENT:
FrontOffice
APPROVEDBY/TITLE/DATE:
KeithTomkies/DirectorofRooms
TASKBREAKDOWN
STANDARDPROCEDURE
WHY
VerifythecoverwiththeGUESTwhetherhardcoverortransparencycoverisneeded.
核实一下客人是否需要硬纸或透明纸做封面
Informtheguestourchargesinadvance
预先告诉客人价格
Punchholeinpapersandhardcoverortransparentcover;ensurerulerisadjustedtoA4.
用打孔器装订,A4规格
Uponcompletion,chargeaccordingtothethicknessofthedocumentaswellasthetypesofringsandcoversused.
完成的同时,按照文件装订尺寸收费,不要忘记配件也要后费.
“Doyouneedacoversheet,Sir/Madam?
”
(Ifhe/sheneedsacoversheet)
“Whichcoverwouldyoulike,hardcoverortransparencycover?
”
“您需要加封面吗?
先生/女士?
”
(如果他/她需要封面页)
您喜欢那种,硬面纸还是透明纸?
“ExcusemeSir/Ma’am,thatwillbeRmb.xxx”
“对不起,一共是xxxRMB.”
“Pleasewaitamoment,whileIbindthisdocumentforyou.”
“请稍候,我现在为您装订.”
“Mr./Mrs.××,couldyoupleasesignthebill?
”
“先生/女士,请您在帐单上签字.”
Giveourguestsomepropersuggestionaboutstationeryuse,suchas:
coversheet/transparencyi.e.
给客人好的文具使用建议,如:
封面/透明纸
Inordertoavoidanydisputeafterbinding
避免装订后与客人发生争执
Theguestneedsthekindofservice,youshouldconductitassoonaspossible.
如果客人需要,你应该马上为客人提供
.
TASKNO:
03
LAMINATINGPAGE(1/2)
DEPARTMENT:
FrontOffice
APPROVEDBY/TITLE/DATE:
KeithTomkies/DirectorofRooms
TASKBREAKDOWN
STANDARDPROCEDURE
WHY
GreettheGUEST
迎接客人
Ifyouarebusy,pleaseinformguestafterthegreeting
如果你正好有点忙,请告诉客人稍候.
Askfortheguest’srequestclearly,especiallythesizeofthelamination
清楚的知道客人要求
Informtheguestoftheapproximatechargesbeforecommencingtheassignment.
在开始前加膜告诉客人大概价格
UpontheGUESTenteringtheBusinessCentre,greetwitheyecontactandsmile
呼用微笑和目光交流和客人打招
“GoodMorning,howmayIhelpyou,sir/Madam?
”
(IfyouknowtheGUEST,pleaseaddresstheGUESTname)
称呼客人姓名如果你知道
“GoodMorning,Sir,Iwillbewithyouinamoment.”
“早上好,先生/女士,我马上为您服务.”
“Mr./Ms.XX,couldyoutellmethesizeofthedocumentneededtobelaminate?
”
“xxx先生/女士,请您告诉我您要加膜文件的规格。
”
“ExcusemeSir/Madam,ourlaminatingchargeisXXXRMB.”
“对不起,我们的加膜服务收费是xxxRMB.”
Makeclearofthesizewiththeguest.
和客人确认规格
TASKNO:
03
LAMINATINGPAGE(2/2)
DEPARTMENT:
FrontOffice
APPROVEDBY/TITLE/DATE:
KeithTomkies/DirectorofRooms
TASKBREAKDOWN
STANDARDPROCEDURE
WHY
Setmachinetoensurelaminationisclearandclean.
确保机器和材料整洁
Askforthepaymentwiththeguest
Askfortheguest’sroomnumberandsettlethebillrightaway.
询问客人房号和付帐方式
然后入帐
ThanktheGUESTforcoming.
感谢客人光临
“PleasewaitamomentwhileIlaminatethisforyou.”
“我现在为您的文件加膜,请稍候“
“ExcusemeSir/Ma’am,thatwillbe××RMB,”
“对不起,一共是xxxRMB”
Waitforthepaymentwithasmile.Uponreceiptofpayment…
面带微笑为客人结帐
“Mr./Mrs.××,mayIhaveyourroomnumber,please?
”
“我可以知道您的房号吗?
”
“ThankyouSir/Madam.IsthereanythingelseIcandoforyou?
“还有什么我能为您效劳的吗?
”
“Thankyouforcoming.HaveaniceDay!
”(inthedaytime)
“谢谢光临,祝您愉快。
”
(在白天)
“Thankyouforcoming.GoodNight!
”
(ifitisnightafter8:
30PM)
“谢谢光临,晚安。
”
(在晚8:
30以后)
“Thankyouforcoming.Haveagoodweekend.”
(Ifitisintheweekend)
“谢谢光临,周末愉快!
”
(在周末)
Courtesymanner
礼貌
Thisistoofferanyfurtherassistancetoshowourhelpfulnessandsincerity.
以便为