酒店SERVICE CENTRE英文版.docx

酒店SERVICE CENTRE英文版.docx

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酒店SERVICECENTRE英文版

STANDARDOPERATING

PROCEDURES

SERVICECENTRE

SERVICECENTRE

STANDARDOPERATINGPROCEDURES

TaskNo.Description

1.TelephoneCourtesy

2.Howtoansweraphonecall

3.Totakenotewhendealingwithyourguestthroughthephone

4.AnsweringInternalCalls

5.AnsweringExternalCalls

6.CheckBusyExtensions

7.UnansweredExtensions

8.MakeInternalorLocalCallsfromSwitchboard

9.ConnectingCallsMadeInternallythroughtheSwitchboard

10.RecordingFITGuestWakeUpCalls

11.DeliveringPersonalWakeUpCalls

12.DeliveringGroupWakeUpCalls

13.LeaveLocatorforInHouseGuest

14.ConfidentialStayGuestCalls

15.DoNotDisturbCall

16.PageGuest

17.AfterOfficeHourCalls

18.FireAlarmandEmergencyProcedure

19.Handlingofincomingfaxes

20.Pointstonotewhenreceivinganincomingfax-faxforinternalDepartments

21.Pointstonotewhenreceivinganincomingfax-Faxesthatareforguests

22.Pointstonotewhenreceivinganincomingfax-Faxesfordueinguestwhocheckedout,noshowandcancelledhis/herreservation

23.Pointstonotewhenreceivinganincomingfax-Faxreceivedareincompleteandgarbled

24.RoomChange

25.Roomreservation

26.Maintenancerequests

27.Handlinglostandfound

28.Handlingguestcomplaintsthroughphone

29.HandlingofmessagesorEnvelopesforin-houseguests

30.Deliveryoffaxesandmessages

31.Sendingofoutgoingfaxes

32.BackUpProcedure

33.TelephoneLine/ExtensionOutofOrder

34.HandlingHSKPCallsduringnightshift

35.HandingOverFollowUpsAfterShift

36.FollowUps

37.LuggageCollection/DeliveryRequest

Department:

GuestServiceCentre

JobTitle:

AllServiceCentreStaff

TaskNo.GSC01

Task:

TelephoneCourtesy

EquipmentRequired:

Telephone

WhatToDo

HowToDoIt

Why

TelephoneCourtesy

-Eventhoughthetelephoneoperatorisnotseenbyguest,themannerportrayedintheirvoiceisimportant.Guestmustfeelthepleasance,toputyoursmileintoyourvoice.

-Answeringoutsidecallswithin3rings.

Useagreetingandfullnameofthehotel.

Offerassistance

Listencarefullytothecaller’srequest.

Connectthecallbyacknowledgingtheendoftheconversationwithyouractionandacourtesy“Onemomentplease,Iwillconnectyourcall.Thankyouforcalling.

-Keepthesitequietlywithoutanynoise.

-Answeringinsidecallswithin3rings.

Standardgreeting.

Identifyyourselfas“HotelOperator”.

Giveyourname.

Ifnamedisplay,addresscallerbyname.

Offerassistance.

-Befriendlyatallthetime.

-Smile.Asmileisconveyedinthetoneofvoice.

-Helptheguesttothebestofyourability.

Courteousandprofessionalservice

PreparedBy:

ApprovedBy:

Signature/Date

Signature/Date

Department:

GuestServiceCentre

JobTitle:

AllServiceCentreStaff

TaskNo:

GSC02

Task:

Howtoansweraphonecall

EquipmentRequired:

WhatToDo

HowToDoIt

Why

1.Pickupthephone

2.Asktheguestforhis/herneeds

3.Listencarefullytowhattheguesttellsyou.

4.Repeat

5.Assist

6.Onhold

7.Moreassist

8.Thankstheguest

9.Greetguestagain

First,identifyyourselfby:

a.Greeting:

Goodmorning,Good

afternoon….etc.

b.Department:

ServiceCentre

c.YourName:

Kellyspeaking.

E.g.HowmayIhelpyou,Mr/Mrs…?

Toaddressguest

byhis/hernameonceyouhaveconfirmeditwith

him/her.（ViaLCUdisplay）

Askhim/hertorepeatifitisnotclear.E.g.:

I’msorry

Mr.….,couldyourepeatplease?

Repeattheguest’srequesttoconfirmthesituationor

need.

Assisttheguestbygivinghim/hertherightinformation.

Ifyouneedtoputhimonhold,informthecaller.E.g.:

Onemomentplease.Letmecheck.

Asktheguestifhe/sheneedanyotherassistance.E.g.:

Is

thereanythingelsethatIcandoforyou,Mr/Mrs…?

Thankyourguestforcalling.E.g.:

Thankyouforcalling,

Mr/Mrs…

Greetyourguestagain.E.g.:

Haveapleasantevening.

PreparedBy:

ApprovedBy:

Signature/Date

Signature/Date

Department:

GuestServiceCentre

JobTitle:

AllServiceCentreStaff

TaskNo:

GSC03

Task:

Totakenotewhendealingwithyourguestthroughthephone

EquipmentRequired:

WhatToDo

HowToDoIt

Why

1.Callyourguest

2.Listen

3.Difficultyarises

4.Showunderstanding

5.Responsible

6.Decisionmake

Alwayscallyourguestbyusinghis/hername,ifyou

shouldknowit.

Beagoodlistenerandnottointerruptwhenyourguest

istalking.

Ifdifficultyarises:

-

a）RequestyourguesttoholdonandpressHOLDbuttononthephone.

-iftheproblemcanbesolvedwithinaminuteortwo.

b）Requestforthecontactnumberandinformthemthatyouwillcallbackaftertheproblemhasbeensolved.

-ifitcannotbesolvedwithinaminuteortwo.

Understandingyourguest’sfeelingsorneedsisofgreatimportanceforustogivebetterservice.

-Ifaguestisangry,weshouldgivehim/herachancetotellushis/herproblemsandweshouldrespondwithgreatempathy.

Beresponsibleandkeepyourpromise.

Adecisionmadeisbetterthannone.Ifyouthinkyouneedtoreferornotsurehowtoarrange,pleaserefertoyoursupervisor,butalwaysgetbacktoguest.

PreparedBy:

ApprovedBy:

Signature/Date

Signature/Date

Department:

GuestServiceCentre

JobTitle:

AllServiceCentreStaff

TaskNo.GSC04

Task:

AnsweringInternalCalls

EquipmentRequired:

Telephone

WhatToDo

HowToDoIt

Why

Answerinternalcalls

-Answeringthecallswithin3rings.

-Callswillactivateontheswitchboardwithanalarmtoalertoperatorofinternalcalls.Thealarmwillrepeatuntilallcallsareanswered.

-Pressanswerkey,willdisplayinternalcall.

-Internalcallswillshowaroomnumberoranextensionnumber.

-Say,“Nihao,Operator,xxxspeaking,mayIhelpyou?

”Trytousetheguestorstaffname/

-Checkroomnumberwithguestnameifaguestisaskedfor.

-Presstheextensionnumberrequiredandrelease,thusconnectingthecall.

-Atnotimemustoperatorrevealaroomnumbertoanotherguest.Say,“IamsorryIamunabletorevealtheguestnumberbutIwillbehappytoconnectyoutotheroomorhaveamessagetakenfortheguest.Thisisthepolicyofthehotelandenforcedforguestsecurity.

Toprotectguestprivacy

PreparedBy:

ApprovedBy:

Signature/Date

Signature/Date

Department:

GuestServiceCentre

JobTitle:

AllServiceCentreStaff

TaskNo.GCS05

Task:

Answeringexternalcalls

EquipmentRequired:

Telephone

WhatToDo

HowToDoIt

Why

Answeringexternalcalls

-Callswillautomaticallyqueueontotheswitchboard,givinganalarmuntilthecallsareanswered.

-Presstheanswerbuttonand“Externalcall”willbereceived.

-Answerthecallsaying,“GloriaPlazaHotel**（nameofhotel）,Nihao,Chinesenameofthehotel.

-Ascertainthedepartmentrequested.Ifaroomnumberisrequestedalwaysaskforthenameoftheguestalsoandmatchtheminthesystem.

-Connectthecallerbypressing“7”thentheroomnumberoftheextensionrequiredandthentoreleasebutton.

-Atnotimemustoperatorrevealaroomnumbertoanotherguest.Say,“IamsorryIamunabletorevealtheguestnumberbutIwillbehappytoconnectyoutotheroomorhaveamessagetakenfortheguest.Thisisthepolicyofthehotelandenforcedforguestsecurity.

-VIPGuestshouldbescreencallasrequest.

Tomakesurethecallsaretransferredtotherightguest.

Toprotectguestprivacy

PreparedBy:

ApprovedBy:

Signature/Date

Signature/Date

Department:

GuestServiceCentre

JobTitle:

AllServiceCentreStaff

TaskNo.GSC06

Task:

CheckOnExtensions

EquipmentRequired:

Telephone

WhatToDo

HowToDoIt

Why

Checkonbusyextensions

-Ifanextensionnumberisengaged,theoperatorcanhearabusysignalafterthenumberisenteredandbeforethereleasebuttonispressed.AdisplayofBSYwillalsocomeupontheswitchboard.

-Presstheareachangebuttonandexplain,“Iamsorry,thelineisbusy,wouldyouliketowaitorcallbacklater.”

-Ifthecallerneedwaiting,operatormustpayattentionafter10secondsandtakeaction.

-After10seconds,theextensionnumberisstillbusy,thecallwillautomaticallycomebacktotheswitchboardandthealarmwillsound.

-Advisethecallerthattheextensionisstillbusy.

-Iftheywouldstillliketowait,repeatstep3orleaveamessage,ortocallbackher.

PreparedBy:

ApprovedBy:

Signature/Date

Signature/Date

Department:

GuestServiceCentre

JobTitle:

AllServiceCentreStaff

TaskNo.GSC07

Task:

UnansweredExtensions

EquipmentRequired:

Telephone

WhatToDo

HowToDoIt

Why

Handleunansweredextensions

-Pressanswerbuttontoobtaintheoriginalcaller.Callwillautomaticallybereturnedtotheswitchboardiftheextensiondoesnotanswerwithinseveralseconds.

-Say,“Iamsorry,thereisnoanswerfromtheroom,orfromxxxdepartmentorforMr.xxx,wouldyouliketoleaveamessage?

”

-Ifthecallerdoesnotwishtoleaveamessage,weshouldletthecallerhangupandthenpressdisconnectbutton.

-Advisethecallerthatyouwilltakeamessageifthecallerwishestodo.

-Enquireiftheremaybeanyoneelsewhocanhelp.

PreparedBy:

ApprovedBy:

Signature/Date

Signature/Date

Department:

GuestServiceCentre

JobTitle:

AllServiceCentreStaff

TaskNo.GSC08

Task:

MakeInternalorLocalCallsFromtheSwitchboard

EquipmentRequired:

Telephone

WhatToDo

HowToDoIt

Why

Makeinternalorlocalcalls

-Internalcalls:

Pressareakey,whichgivesaninternaldialtone.