洲际酒店集团前厅部-服务中心标准运营程序
STANDARD OPERATING PROCEDURE ASSISTING GUESTS WITH OUTSIDE CALLS 帮助客人拨打外线 GSC-0001 Guest Service Center 客服中心 May 2008 2008年5月 I expect my phone calls to be handled efficiently, accurately and courteously by knowledgeable staff who understand what I need and want. 我希望我的电话能够高效的、准确的和礼貌的被了解我意图的有经验的员工处理。 20 minutes 20分钟 TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 TIME TO TRAIN: 培训时长 Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？
Answers: 回答：
1. To make our guests feel welcome and to ensure that our guests are offered maximum service from our GSC.
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使我们的客人感到受欢迎和保证我们的客服中心能提供给客人最好的服务。 2. To increase our GSTS score. 提高GSTS分数。
3. To ensure professional handling of all incoming and outgoing calls. 能保证专业的处理所有打进和拨出的电话。
WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) First visit guest 第一次入住的客人 A guest who is staying with us for the first time will not necessarily know how to handle our telephone system. 一位第一次入住我们酒店的客人，必然不清楚如何使用我们的电话系统。 Explain to the guest how to make IDD / DDD calls from the Guest Room Telephone in a warm and friendly manner. 用热情和友好地方式向客人解释怎样拨打国际长途电话/国内长途电话。 Inform the guest about toll-free numbers if applicable for Long Distance calls. 如果适用于长途电话，告知客人免费电话的号码。 Assistance should always be given to guests who inquires about different ways of making a phone call: 我们应该一直为询问不同的拨打电话的方法的客人提供帮助。 Dial for the guest and connect him/her. 为该客人拨打并为他/她接通。 Nevertheless explain the way to dial. Why do I have to pay attention especially to First Visit guests? 为什么我们必须特别注意第一次入住的客人？ What is the difference between IDD and DDD calls? 国际长途电话和国内长途电话的区别是什么？ What is a toll-free number ? 免费电话号码是多少？ What is the difference between a toll-free and a normal telephone call ? 免费电话和普通电话的区别是什么？ Why do I have to give assistance? 为什么我们要提供帮助？ DRILL LANGUAGE 2) General Assistance 一般的帮助 Task – Assisting Guests with Outside Calls Page 2 of 66
仍然要向其解释拨打的方法。 对话训练 “Madame/Sir, please dial………….” “女士/先生，请拨…………” Steps for IDD calls: To be added by hotel individual 拨打国际长途电话的步骤：加拨酒店自己的号码 Steps for local call: To be added by hotel individual 拨打本地电话的步骤：加拨酒店自己的号码 When asked to offer assistance, utilize the directory to assist in placing calls. (e.g. country code, the call unit charge etc.) 当需要提供帮助时，利用指南来帮助拨打电话。（如国家代码，电话的单位时长的费用，等等。） When we explain the way to dial, we should introduce the charge and the promotion calling time to the guest, and transfer to them. 我们在向客人说明拨打方法时，应向其介绍相关电话费用及优惠时间段，并帮其转接。 WHAT/ STEPS 3) Charges 费用 HOW/ STANDARDS Telephone charges are automatically calculated and posted to the guest folio with the details of the call. 电话费用将被自动计算，其详单将计入客人的账目中。 If the guest would like to place a call in the Business Center/ House phone/other extension, GSA must obtain the guest’s name and room number and verify this in the computer. 如果客人想在商务中心/大堂公用电话/其它分机拨打电话，客服中心服务员必须获得客人的姓名和房间号码并在电脑中核实这些信TRAINING QUESTIONS What are the charges for international and national calls? 国际电话和国内电话的费用是多少？ 4) Making a Telephone call from other area than the guest room. 客人在房间以外的其它区域拨打外线电话。 Which information has to be obtained by GSA if a guest asks to make an outside call from a house phone? Can I arrange a telephone call for a walk-in guest? 如果一位客人要求用一部公用电话拨打外线，客服中心服务员必须获得哪些信息？可以为一位非住店客人拨打电话Task – Assisting Guests with Outside Calls Page 3 of 66
息。 5) Posting telephone charges from other Upon termination of the call, the call accounting areas than the guest room. system should be interrogated to determine the 对于从其它区域拨打电话费用的抛cost of the call and the charge should be posted to the guest’s account manually. 账。 在通话结束后，电话计费系统应确定该电话的费用，并且其费用应被手工抛到客人的账目中。 Use a misc. docket, let the guest sign and post manually with code……… to the guest room. 使用杂项单，让客人签字并按编号手工入账到客人房间。 6) Assistance If the guest refuses to pay for the telephone charges when they check out, GSC will assist in 帮助 locating the telephone call details in the Call Charge System. If necessary, contact your Local Telecom Office and furnish them with these details: 如果客人在结账时拒绝支付其电话费用，客服中心会协助在电话计费系统中找出其电话详单。如有必要，联系当地电信公司并提供给他们如下详情： Reconfirm the amount posted with the Telecom office and call details such as: time, date, destination, duration. Explain this to the guest if necessary. 再次和电信公司确认其计入费用的总额和电话详细信息，如：时间，日期，目的地，通话时长。 如果有必要向该客人解释。 If guest is still complaining, call Duty Manager for help. 如果客人仍然投诉，找值班经理帮助解决。 吗？ What has to be done after the guest has ended his telephone call? 客人结束通话后我们应做什么？ How are manual postings handled? 手工入账是如何处理的？ What should be done if a guest refuses to pay a manually posted telephone charge during check-out? 如果客人在结账时拒付一笔手工入账的电话费用，应该怎么做？ Why should I call the Telecom for further information? 我们为什么找电信公司了解更多的信息？
Summary questions:
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问题摘要：
1. a) Why do I need to assist the guests in making telephone calls? 我们为什么需要帮助客人拨打外线电话？
b) How can I prevent misunderstandings between the guest and myself? (verify, speak slowly, etc) 怎样避免自己和客人之间的误解？（例如：确认，说得慢些，等等） 2. a) What are the steps to connect a telephone call? 为客人转接电话的步骤是什么？
b) Why can’t the guest just follow instructions in their Room Directory? 为什么客人不能只是遵循房间的指南中的指导去拨打？
3. Can a guest obtain the precise charge for a call after they make it, from you? 客人可以在结束通话后，从你这里获得准确的通话费用吗？
4. Why is it possible that a guest would want to place an outside call from another area than their guest room? 为什么一个客人可以从房间以外的其他区域打外线？
5. What is the procedure for posting a charge to a guest room that is made from an area other than their room? 将客人在其他区域拨打的电话费用计入客人房间账目的程序是什么？ 6. a) What do I need to do if a guest refuses to pay? 如果客人拒付话费，我们需要如何去做？
b) Why could the guest refuse to pay for the telephone charges? 为什么客人拒付话费？
c) Why do we need to contact the Telecom Office for the information of charges? 为什么我们需要联系电信公司得到话费信息？
Now ask the Trainee to practice the Task from start to end to test competency. 现在开始对员工进行该题目的整体练习并测试员工的接受能力。
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STANDARD OPERATING PROCEDURE LEAVING MESSAGES 留 言 TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 TIME TO TRAIN: 培训时长 GSC-0002 Guest Service Center 客服中心 May 2008 2008年5月 I expect my messages to be handled efficiently and accurately, in a considerate and confidential manner by knowledgeable staff. 我希望我的留言能高效的和准确的被一名周到的和保密的有经验的员工处理。 20 minutes 20分钟
Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？
Answers: 回答：
1. Guest can experience our efficient and accurate service.
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客人可以体验我们高效和准确的服务。
2. Guest will not miss any important message whilst staying with us. 客人住在我们酒店期间不会遗漏任何重要的留言信息。 3. We will increase guest satisfaction and our GSTS score. 我们能提高客人满意度和GSTS分数。
WHAT/ STEPS HOW/ STANDARDS 1) Leave a Message 留言 TRAINING QUESTIONS A Guest can either leave a message through Why do some guest’ s not want to use the the Hotel Voice Mail System or leave a text voice mail system? message with the Guest Service Center. 为什么一些客人不想用语音留言系统？ 一个客人可以选择通过酒店语音留言系 统留言或者在客服中心留文本留言。 Why do guest’ s sometimes prefer to leave a Every guest room is equipped with a voice mail system. If a call returns to the GSC ask message through Guest Service Center? if they would like to leave a written message. 为什么客人有时更喜欢通过客服中心留每间客房都装有语音留言系统。如果一言？ 个电话返回到客服中心则是要求留书面留言。 The guests who have message, when they call us, we should remind them that they have message and tell them how to take it. 对于有留言的客人打来电话时,可以提醒客人有留言,并告知提取的方法。 When the guests call us to ask how to take the Voice mail, we should tell them the method and help them to connect it to their rooms. 当客人打来电话询问如何提取语音留言时，我们在向客人说明方法后，如有需要可以帮客人提取并转到客人房间。 Task – Assisting Guests with Outside Calls Page 7 of 66
2) Delivery 递送 Print out the message from the computer and ask a Bellboy to deliver it to guest room right away. 从电脑中打印出留言信息并让行李员马上送到客人房间。 Additional technology can advise the guest a message is waiting – eg TV 另外，技术上可以通过无线屏幕提示客人有一个留言在等候。 Close the call by saying: 结束通话时说： “Thank you for calling, Sir/Madam, this message will be delivered to Mr. / Mrs. XXX immediately.” 感谢致电，先生/女士，留言会立即送到XXX先生/女士的房间。 Always allow the caller to hang up first. 总是让来电者先挂断电话。 Why must the Bellboy deliver the print out message to the room? 为什么行李员必须马上把打印出的留言送到客人房间？ 3) Closing the call 结束通话 DRILL LANGUAGE 对话练习 Why we must let the caller to hang up first? 为什么我们必须让来电者先挂断电话？
Get trainee to practice
Summary questions: 问题摘要：
1. a) Why is the message service important to our guests? 为什么留言服务对于我们的客人如此重要？
b) What two options does the caller have to leave messages? Do they know this when they ring? 来电者需要留言有哪两种选择？当他们响铃时他们知道吗？
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2. a) What information MUST be included on a written message? Do you need to put your own name on it? 一份书面的留言必须包括哪些信息？需要把你自己的名字输入吗？
b) How long should a message take to be delivered to a room? Where is it placed in the room? 一份留言应该需要多久送入房间？应放在房间的哪里？ c) How does a guest retrieve a message from their room phone? 客人在房间如何从电话提取留言？
d) Why do a lot of guests prefer to leave a message through the Guest Service Center instead of using the voice mail system?
为什么许多客人更喜欢通过客服中心留言代替语音留言系统？ 3. a) How do you close a call to a gust who wants to leave a message? 你如何与一个想要留言的客人结束通话？
b) Why do we put a lot of emphasis on confidentiality? 为什么我们如此强调保密性？
Now ask the Trainee to practice the whole task from start to end to test competency.
现在开始对员工进行该题目的整体练习并测试员工的接受能力。
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STANDARD OPERATING PROCEDURE TELEPHONE GREETING 电话问候 TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 TIME TO TRAIN: 培训时长 GSC-0003 Guest Service Center 客服中心 May 2008 2008年5月 I expect all telephone employees to greet me with a pleasant voice and help me with the highest standard of telephone service. 我希望所有接电话的员工用愉悦的声调问候我并能提供最高标准的电话服务。 20 minutes 20分钟
Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？
Answers: 回答：
4. Guest’s can experience our efficient, courteous and accurate service.
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客人可以体验到我们高效、礼貌和准确的服务。
5. Guest would like to hear a pleasant voice throughout the greeting. 客人希望通过电话问候听到一个愉悦的声音。 6. Increase guest satisfaction and our GSTS score. 提高客人满意度和GSTS分数。 7. We can show our professionalism. 可以体现我们的专业。 WHAT/ STEPS HOW/ STANDARDS 1 ) Guest Greeting 问候客人 Operators should consistently provide a polite and proper standard phrase for greeting. All callers must be greeted with a pleasant voice. 总机员工应一贯提供礼貌的和符合标准的问候语。所有的来电者必须被愉悦的音调问候。 Speak direct into the mouthpiece, speak slowly and clearly. 讲话要直接对准话筒，讲话语速要慢并且清晰。 Speak clearly in a polite and pleasant tone. Don’t forget to smile! Guest can hear your smile! 用清晰、礼貌和愉悦的语气讲话。不要忘记微笑！客人是可以听到你的微笑的！ Greet all external calls by using the following phrase: 用一下短语问候所有外线电话: “Good morning/afternoon/evening, (XXXXXX ) Hotel ………………, TRAINING QUESTIONS Why do I need to greet with a pleasant voice? 为什么我们要以一个愉悦的音调问候？ What happens to your voice when you smile? 当你以微笑的音调问候时会发生什么？ 2) Greeting an external guest 问候一位外线客人 Why do we need to announce the name of the hotel while handling an outside call ? 当我们接听外线时为什么要报出我们酒店的名称？ Why is mentioning your name important? Task – Assisting Guests with Outside Calls Page 11 of 66
3) Greeting an in-house guest 问候一位住店客人 XXX Speaking, How may I help you?” “早上/下午/晚上好,XXX酒店，我是XXX，有什么可以帮您？” If a call comes from an in-house guest, the guest’s name will be displayed either on the console or on the telephone, and the following phrase must be used: 如果是住店的客人打来的电话,客人的名字会显示在控制台或电话上,并用以下短语: “Good morning/afternoon/evening, Mr./ Mrs. XXX. Guest Service Center, XXX Speaking, How may I help you?” “早上/下午/晚上好,XXX先生/小姐。客户服务中心，我是XXX，有什么可以帮您的？” 提及你的名字为什么重要？ DRILL LANGUAGE 对话练习 Why do we have different ways to handle external and internal calls? 为什么我们接听外线和内线电话用不同的方法？ DRILL LANGUAGE 对话练习 WHAT/ STEPS 4) Greeting a colleague 问候同事 HOW/ STANDARDS Greet internal employee calls by using the following phrase: 用以下短语问候内部同事的电话： “ Good morning/afternoon/evening. Guest Service Center, XXX Speaking, How may I help you?” “早上/下午/晚上好,客户服务中心，我是XXX，有什么可以帮您的？” TRAINING QUESTIONS Why do we need to greet the hotel employee as good as our guests? 我们为什么需要像问候客人一样问候酒店同事？ What IHG values does this reflect? (Service, Respect, One Team ) 这点反映了洲际酒店集团的价值观的哪些方面？ （服务，尊重，同一个团队） trainee to practice
Summary questions: 问题摘要：
1. a) Why is a professional telephone greeting important to guests a well as to colleagues?
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为什么一个专业的电话问候对于客人和同事同样重要？
b) What might the guest think about the hotel, if they experience a rushed sounding or impolite Guest Service Center?
如果客人遭遇到贸然的、不礼貌的客服中心，他可能怎样评价酒店？
c) Is it true you can hear a smile in a person’s voice even when you can’t see them? (Try) 试想你真的可以听到一个人微笑的声音，甚至当你不能见他们？
d) What do you think frustrates guests the most in relation to hotel telephone operators? 你认为最破坏酒店与客人关系的总机是什么方式？ e) How many rings should a ringing phone be answered in? 电话铃声响几声应被应答？
2. What is the procedure for greeting an external voice? 问候一个外线电话的程序是什么？
3. a) What is the procedure for greeting an internal guest? 问候内线客人电话的程序是什么？
b) Essentially, what is the difference between the two types of greeting? 基本上，这两种类型的问候形式有什么不同？ 8. Why should I greet colleagues as politely as guests? 为什么我们问候同事应该像问候客人一样礼貌？
Now ask the Trainee to practice the whole task from start to end to test competency. 现在开始对员工进行该题目的整体练习并测试员工的接受能力。
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STANDARD OPERATING PROCEDURE TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 TIME TO TRAIN: 培训时长 WAKE UP CALL SERVICE FOR INDIVIDUAL GUESTS 客人个人的叫醒服务 GSC-0004 Guest Service Center 客服中心 May 2008 2008年5月 I expect my personal wake up call service to be available 24 hours a day, 7 days a week. The wake up call must be handled politely, accurately and most of all must be effective 我希望可以提供一天24小时，一周七天的个人叫醒服务。叫醒服务必须被礼貌、准确和最有效的处理。 20 minutes 20分钟
Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？
Answers: 回答：
9. Guest can experience our efficient, courteous and accurate service. 客人可以体验我们高效、礼貌和准确的服务。
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10. I understand the importance of the wake up call service. 我理解叫醒服务的重要性。
11. We will have highly satisfied Guests and our GSTS score will be to our satisfaction. 我们会获得很高的客人满意度和GSTS分数。 WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Receiving an order for a wake up call Personal wake up call service must be available 24 hours a day, 7 days a week. All wake up call 接到一个叫醒要求 requests must be handled politely and accurately recorded. 个人叫醒服务必须一天24小时，一周七天提供。所有叫醒要求必须被礼貌和准确的记录下来。 Answering standard: 应答标准： “Good evening MR/Mrs XX, Guest Service Center XX speaking. How may I help you?” “早上/下午/晚上好,XXX先生/小姐。客户服务中心，我是XXX，有什么可以帮您的？” 2) Listen and repeat Listen carefully and do not interrupt the guest. 认真倾听并且不能打断客人。 倾听和重复 Obtain the Wake up Call Time and repeat it to the guest. 获得叫醒时间并向客人重复。 Why must this service be provided 24 hours a day, 7days a week? 为什么这项服务一天24小时，一周七天提供？ DRILL LANGUAGE 对话练习 3) Verify information 核实信息 Why do I have to listen carefully? 我们为什么需要认真倾听？ What would happen if I forget to wake up the guest? 如果我忘了叫醒客人会发生什么？ Why do we need to repeat the request? 为什么需要重复客人的要求？ Verify the guest’s name and room number Is it really necessary to do verify the details? through the data displayed on the console, the 真的有必要核实这些详细信息吗？ phone or when facing the guest directly. 通过控制台上显示的数据或电话或者面对客人直接核实客人的姓名和房间号码。 Task – Assisting Guests with Outside Calls Page 15 of 66
4) Service advise (only for Club InterContinental guests) 服务建议（只针对洲际酒店会员客人） Kindly advise “In-Room coffee and tea service” to Club InterContinental Guests and Suite guests only. 友好的建议为洲际酒店会员客人和住在套房的客人“提供送到房间的咖啡和茶服务”。 Note the request on the wake up call sheet. 在叫醒表上记录下要求。 Ask guest whether they need breakfast services; and introduce the time and location of the breakfast. 询问客人是否需要定早餐等服务，介绍自助早餐的时间和用餐地点。 Why do we only serve the tea or coffee to Club InterContinental guests? 为什么我们只提供茶或咖啡给洲际酒店会员客人？ WHAT/ STEPS 5) Distribution 分发 HOW/ STANDARDS A copy of the Wake up Call Sheet must be distributed to Guest Relations at the Club lounge every morning before 6:30a.m. 叫醒表的复印件必须在每天6:30am以前分发给行政酒廊客户关系员。 Wake up calls must be done manually at the specified time. 叫醒服务必须在准确的时间由人工完成。 Greet the guest in a courteous and pleasant manner by saying: 用以下的礼貌用语和愉悦的方式问候客人： “Good morning, Mr. / Mrs. XXX, this is your wake up call. The time now is XX am. Would you like to have a second wake up call?” “早上好，XXX先生/女士，这是您的叫醒电话，现在时间是早上XX点。您还需要第二次叫醒吗？” TRAINING QUESTIONS Why do I need to distribute the wake up call sheet to Guest Relation before 6:30am? 为什么我需要在6:30am前分发叫醒表给客户关系员？ Why do I have to do a personal wake up call? 我们为什么要提供人工叫醒？ Is it really necessary to advise the second wake up call? 真的有必要建议第二次叫醒服务吗？ 5) Action of wake up call 叫醒的实施 Task – Assisting Guests with Outside Calls Page 16 of 66
6) No guest response 未应答客人 7) Action to “no response guests” “未应答客人”的处理 8) Wake up call during the day 白天期间的叫醒服务 We can provide the weather forecast and remind the guest pay attention to it when they out-going. 叫醒的同时，我们可以提供当天的天气预报，提醒客人外出注意事项。 According to the situations, we can ask guest if they need a second wake up call. 可以视情况而定，询问客人是否需要第二次叫醒。 If the guest does not answer, proceed to the next room. Come back to this room later. 如果客人没有应答，应继续进行下一房间，一会再回到这个房间。 Return to the No Reply Rooms and try again. If there is still no answer inform the Housekeeping Floor Supervisor who will personally visit the guest room. 回到未应答客人的房间再试一下。如果仍未应答，通知客房部楼层主管去客人房间。 Should the Floor Supervisor be unable to wake up the guest and/or the room is double locked from, he/she must subsequently inform the Assistant Manager for further action. 楼层主管不能叫醒客人或房间上了双锁，必须通知大堂经理进一步处理。 If a guest requests a “Wake up” call during the day, he must be asked whether he is willing to accept any other calls prior to the wake up call time. 如果客人要求白天的叫醒，必须要问他是 What should I do if the guest does not answer? 如果客人没有应答叫醒，我们应怎么做？ Why must we directly go to the room to verify if the guest has woken up? 为什么我们必须直接去客人房间核实客人是否已经被叫醒了？ What do I need to do if the guest does not respond and/or has his room double locked? 如果客人未应答或房间上了双锁，我们需要怎样做？ Why do we need to ask the guest if he/she is willing to accept any other calls? 为什么我们需要询问客人是否愿意接听任何其他电话？ Task – Assisting Guests with Outside Calls Page 17 of 66
否愿意接听在此叫醒时间前的任何其他电话。 WHAT/ STEPS 9) Provide morning tea or coffee (for Club InterContinental guests only) 提供早餐茶或咖啡（只对洲际酒店会员客人） 10) Closing the call 结束通话 HOW/ STANDARDS For Club InterContinental guests only Butlers will deliver the complimentary coffee or tea to the guest room after the morning call. 客房送餐服务员只为洲际酒店的会员客人送去叫醒后的免费早餐咖啡或茶。 Use the standard phrase to end the call: 用以下的标准短语结束通话： “Thank you for calling, good night Mr. XXX.” “XXX先生，感谢致电，晚安。” TRAINING QUESTIONS When is the best time to serve the morning tea/coffee? 早餐茶或咖啡的最佳递送时间是什么时候？ DRILL LANGUAGE 对话练习
Summary questions: 问题摘要：
1. What time can a guest book a wake up call? 客人可以在什么时间定叫醒服务？
2. How do you actively listen? Why is it so important? 你如何积极地倾听？为什么这样重要？ 3. What information must be verified? 什么信息必须被核实？
4. Why do we make a difference in the service level to Club InterContinental guests? What is that difference? 我们为什么对洲际酒店的会员提供不同水准的服务？有什么不同？
5. Who distributes the Wake UP Call Distribution Sheet and by what time must it be given to them? 谁负责分发叫醒表并在什么时间必须给他们？
6. What is the standard script used to action a wake up call? 标准实施叫醒电话的版本是什么？
7. What do you do it the guest doesn’t answer? 如果客人未应答，你应该怎样做？
8. Which employee goes to the guest room when they don’t answer the wake up call? 当客人未应答电话谁负责去客人房间？
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9. What special rule must we observe if giving a wake up call during the day? 如果为客人提供白天的叫醒服务有什么特别的规定需要遵循？
10. What if the Club InterContinental Guest wants orange juice instead of tea or coffee? 如果洲际酒店的会员客人想用橙汁替代早餐茶或咖啡，我们怎么办？
11. Is there a difference between the wake up call of an individual guest and a group guest? 客人个人的叫醒服务和团队的叫醒服务有什么区别？
Now ask the Trainee to practice the whole task from start to end to test competency. 现在开始对员工进行该题目的整体练习并测试员工的接受能力。
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STANDARD OPERATING PROCEDURE TELEPHONE MANNER/COURTESY 接听电话方式/礼仪 TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 TIME TO TRAIN: 培训时长 GSC-0005 Guest Service Center 客服中心 May 2008 2008年5月 I expect to experience pleasant, clear voices on all telephone calls I make in the hotel. I expect assistance with extraordinary requests. 我希望我打进酒店的每一个电话都能体验到愉悦的清晰的声音。我期望特殊的要求能得到帮助。 25 minutes 25分钟
Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？
Answers: 回答：
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1. Guests can experience our efficient, courteous and accurate service. 客人可以体验到我们有效的、礼貌的和准确的服务。
2. Guests would like to hear a pleasant voice throughout the conversation. 客人希望通过对话听到一个愉悦的声音。
3. Staff should have clear, friendly, well-modulated voices. 员工应该有一个清晰的、友好的、调整好的声音。
4. Every time we use the telephone for external conversation, we represent our Company to the public. 每次我们和外线来电者对话时，我们都要公开报出我们酒店的名称。 5. Increase guest satisfaction. 提高客人满意度。
6. Demonstrate my professionalism. 体现我们的专业。
WHAT/ STEPS 1) Telephone Courtesy. 电话礼仪 HOW/ STANDARDS ANSWER ALL CALLS QUICKLY – This is to let the caller know that you and your hotel is eager to serve him. An unanswered telephone can mean no business or loss. 快速的接听所有电话—这是让来电者知道你和你的酒店是可望服务于他的。一个无人应答的电话会意味着没有生意或损失。 Telephones should be answered in a warm and friendly manner within 3 rings. It is important to speak in a clear, courteous and professional voice. 电话应以友好热情的方式在铃响三声之内被应答。讲话要清晰、礼貌和专业，是非常重要的。 NEVER SOUND RUSHED OR IRRITATED EVEN IF IT IS BUSY. 即使很忙也不能仓促和恼怒。 IDENTIFICATION – For internal calls, identify your office, your name etc. After greeting TRAINING QUESTIONS Why would an unanswered call cause lost business? Will the caller call again? 为什么一个无人应答的电话是失去生意的原因？ Why do all telephone calls have to be answered within 3 rings? 为什么所有电话必须在铃响三声内被接起？ Why do we need to identify ourselves first? 为什么我们需要首先识别我们自己的部门？ Task – Assisting Guests with Outside Calls Page 21 of 66
WHAT/ STEPS HOW/ STANDARDS 识别—对内线电话要在问候语后识别你的办公室、你的姓名，等等。 “Good morning/afternoon/evening” my name is………… “早上/下午/晚上好”我的名字是…… PICTURE THE CALLER – Speak “to” the caller, not “at” the telephone. Remember your “please”, “thank you” and “goodbye”. Don’t forget “May I…” or “Would you …” 面对来电者—和来电者对话而不是在电话里:你们要记住“请”、“谢谢”和“再见” 。别忘记“我可以…”或“您愿意…” BE HELPFUL – Always offer to take a message if there is no answer in the room. Obtain the caller’s name, his company and Department (if applicable), his telephone number or extension as well as a message. 帮助—如果房间电话无人接听，总是提供留言服务。获得客人的姓名，他的公司和部门（如果适合的话），电话号码或分机号码和留言内容。 TRANSFER THE CALL – Only transfer calls when you are sure the transfer will be effective. Be sure to explain clearly to the caller. 转接电话—只有在你确定转接有效的情况下，才把电话转过去，并向来电者说明。 LEAVING THE LINE – If you have to break up the conversation, tell the caller what you are going to do, how long you expect it takes and ask him if he/she would like to wait, or would prefer to be called back. TRAINING QUESTIONS DRILL LANGUAGE 对话练习 What does it mean to speak to the guest? 和客人讲话我们一般讲什么？ DRILL LANGUAGE 对话练习 Why do I need to offer to take a note, the caller can call back later? 为什么我们需要记录，来电者可以稍后再打来。 Why do I need to explain to the caller what I am doing before transferring a call? 我们在转接一个电话前，为什么需要向来电者说明？ Why do I have to explain what I am doing? Can I say only one moment please? 为什么我必须解释我去做什么？我可以只说请稍等片刻吗？ Task – Assisting Guests with Outside Calls Page 22 of 66
WHAT/ STEPS HOW/ STANDARDS Thank the caller for waiting and apologize for delay. 在线等候—如果你不得不打断对话，告诉来电者你将要去做什么，需要让他/她等候多久，或愿意稍后再打来。 感谢来电者的等候并为此延误道歉。 CLOSING THE CALL – Review details. There is no better way to terminate a call than to say “Thank you”, “Goodbye”. 结束通话—重复详细信息。没有比说“谢谢”、“再见”结束通话再好的结束语了。 Hang up gently. (You must let your caller hang up first). 礼貌的挂断电话（你必须让来电者先挂断）。 TRAINING QUESTIONS What should I do if the guest does not accept that I leave the line? 如果客人没有接到等候的电话，我们应该怎样做？ Is it really necessary to let the caller hang up first? 真的有必要让来电者先挂断电话吗？ DRILL LANGUAGE。 对话练习 Summary questions: 问题摘要：
1. What is important to consider about voice quality? 声音质量的重要方面有哪些？
2. Why is it important to answer all telephone calls within 3 rings? 为什么所有电话必须在铃响三声之内被应答这样重要？
3. Is it really necessary to explain to the caller if I have to leave the line?
如果我们不得不让来电者在线等候，真的有必要去向来电者说明吗？ 4. Is it really necessary to let the caller hang up first? 真的有必要让来电者先挂断电话吗？
5. What happens to your voice when you are pleasant? 当你的声调愉悦时将会发生什么事情？
6. What happens to your voice when you are happy? 当你用高兴的声调时将会发生什么事情？
7. What happens to your voice when you are willing to assist the guest? 当你愿意去帮助客人时你的声音将会发生什么变化？
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8. What happens to your voice when you smile? 当你微笑时你的声调会发生什么变化？
9. Why can an unanswered call be lost business? Would the caller call back? 为什么一个未应答的电话会损失生意？让来电者稍后再打来可以吗？ 10. Why can’t we handle the call faster when we are busy? 为什么当我们很忙时也不能很匆忙的处理电话？
11. Why do we need to identify ourselves first when we pick up the phone? 为什么我们需要再接电话时要先识别我们自己的部门？
12. Why do I need to explain to the caller what I am doing before transferring the call? 为什么我们需要在转接前向来电者解释我们要做什么？
Now ask the Trainee to practice the whole task from start to end to test competency.现在开始对员工进行该题目的整体练习并测试员工的接受能力。
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STANDARD OPERATING PROCEDURE ROUTING CALLS 转接电话 TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 GSC-0006 Guest Service Center 客服中心 May 2008 2008年5月 I expect all my calls will be routed accurately. I don’t expect my room number to be disclosed at any time because Safety and Security are one of the critical reasons why I choose to stay in this hotel. 我希望我所有的电话被准确的转接。我不希望我的房间号码在任何时候被透露，因为保险和安全是我选择住在这家酒店的一个决定性因素。 30 minutes 30 分钟 TIME TO TRAIN: 培训时长 Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？
Answers: 回答：
1. We must provide a prompt and accurate telephone service to our guests.
我们必须对我们的客人提供迅速和准确的电话服务。
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Safety and security is one of the most important issues to our guests, we must verify with the caller and never disclose the information of our guests.
保险和安全是我们客人关注的一个重要因素，我们必须和来电者核实并从来不透露客人信息。
3. Increase our GSTS score.
提高GSTS分数。 4. Demonstrate my professionalism.
体现我们的专业。 WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Preparing and receiving 准备和接到 Look at the screen and determine whether the calls come from within the hotel or outside the hotel. 看着屏幕并确定电话是否来自酒店内部或外部。 Good morning/afternoon/evening, XXX hotel, xxx speaking, How may I help you? 早上/下午/晚上好，XXX酒店，我是XXX，有什么能帮您？ If the caller gives a room number to be connected, always ask “May I have the guest’s name, please?” 如果来电者告诉你要转接的房间号码，我们总是要问“请问我可以知道客人的姓名吗？” Verify the guest name and room number in the computer. 在电脑中核实客人姓名和房间号码。 If the caller gives an extension rather than a room number, ask 如果来电者告诉我们分机号码，问 “May I know, who you wish to speak to please?” 请问我可以知道，您要和谁通话吗？ Why is it necessary to announce my name to the guest? 为什么必须要向客人报出我们的名字？ DRILL LANGUAGE 对话练习 2.
2) Use telephone courtesy 使用电话礼仪 Is it really necessary to ask the caller about the guest name? 真的有必要问来电者客人姓名吗？ DRILL LANGUAGE 对话练习 Do I really need to verify with every single caller? 我们真的有必要和每一位来电者核对吗？ DRILL LANGUAGE 对话练习 3) Verify 核实 Task – Assisting Guests with Outside Calls Page 26 of 66
WHAT/ STEPS 4) Holding 等候 HOW/ STANDARDS Verify the extension number. 核实分机号码。 TRAINING QUESTIONS DRILL LANGUAGE 对话练习 If all given information is correct, say 如果所有的信息都正确，可以说 “One moment please, I’ll put you through, thank you for calling Madam/Sir.” “请稍候，我将为您转接，感谢致电，女士/先生。” Monitor the call until the connection is established. 监听电话直到建立连接。 5) Monitor 监听 6) Use standard phrase 使用标准短语 Example1: 例子 1： Always use your knowledge and common sense to determine what language is proper for each situation. The standard phrase is listed below as an example when connecting calls: 一直用你的知识和普通感知去决定在每一种情形用何种恰当的语言。 Caller: “Would you please put me through to Mr. Sheik Abdul’s room?” 来电者：“你可以把我的电话转到谁克 阿布岛的房间吗?” Operator: “Certainly Sir/Madam. May I have the guest’s last name spelling please?” 总机：“当然可以，先生/女士。我可 Why do I need to wait? I still have a lot of phone calls to be handled! Can I make it faster? 我们为什么需要等候？我仍有很多电话要处理！我可以快些做吗？ DRILL LANGUAGE 对话练习 Why do I have to use these phrases? 为什么我们要用这些短语？ (Note: two or three letters may be Task – Assisting Guests with Outside Calls Page 27 of 66
WHAT/ STEPS Example 2: 例子 2： HOW/ STANDARDS 以知道客人姓名如何拼写吗？” Caller: “Certainly, A-B-D-U-L.” 来电者：“当然，A-B-D-U-L。” Operator: “Thank you Sir/Madam. Is that A for apple, B for Boy, D for Donna…” 总机：“谢谢您，先生/女士。A是apple, B是Boy, D是Donna…” Caller: “Yes, that is.” 来电者：“是的。” Operator: “One moment please, I’ll put you through. Thank you for calling, Sir/Madam.” 总机：“请稍等，我将为您转接，感谢来电，先生/女士。” Guest: “Would you connect me to room 502?” 客人：“你可以为我转接道房间502吗？” Operator: “Certainly Mr. /Mr. XXX. May I have the guest’s name please. 总机：“当然可以，XXX先生。请问我可以知道客人的姓名吗？” Guest: “Sure, it is Joe Chan.” 客人：“当然，Joe Chan。” Operator: “One moment please, I’ll put you through Sir/Madam. Thank you for calling.” 总机：“请稍等，我将为您转接，感谢来电，先生/女士。” If you do not understand the guests’ name, ask TRAINING QUESTIONS sufficient on some telephone systems which will then bring up the full guest name. （注意：两个或三个字母就可能在电话系统中找出客人的全名。 For those which don’t have this facility, full spelling may be required. 对于那些不能显示这些的设备，就要求拼写出全名了。 For regular guests, and guests with easy spelt and pronounceable surname, verifying by spelling out letters is not necessary.) 对于普通客人，客人会很容易拼出并 读出客人的姓名，就没有必要拼出的字母核对了。） What if the guest does not know the guest’s name? 如果客人不知道客人姓名怎么办？ Task – Assisting Guests with Outside Calls Page 28 of 66
WHAT/ STEPS HOW/ STANDARDS the guest politely to spell the name for you. 如果你真的不清楚客人的名字，可以礼貌的让客人拼写出名字。 TRAINING QUESTIONS Do you think the guest will be upset with me if I ask him/her to spell the name for me? 如果你让客人拼写出客人的姓名，你认为他/她会不高兴吗？
Summary questions:
e
问题摘要：
1. How do you prepare for a call? 你为应答电话如何准备？
2. What is the trick of being courteous on the telephone? (pride in job, pride in self ) 如何礼貌的对待恶作剧电话？
3. What do you do if the call provides an extension number only (not a name)? 如果来电者只提供一个分机号码（不知道名字），你应该如何做？ 4. How long is it reasonable to keep a caller on hold? 让来电者等候多久是合理的？
5. Why is it important to monitor the call? 监听电话是否接通为什么重要？
6. Is it necessary to verify the guests name with every single caller? What about regular guests? 对每个来电者都有必要核对客人姓名吗？对一般客人怎样对待？ 7. Is it necessary to advise the guest of my name? 有必要告知客人你的姓名吗？
Now ask the Trainee to practice the whole task from start to end to test competency. 现在开始对员工进行该题目的整体练习并测试员工的接受能力。
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STANDARD OPERATING PROCEDURE CONNECTING TO AN EXTENSION NUMBER 转接分机电话号码 GSC-0007 Guest Service Center 客服中心 May 2008 2008年5月 I expect the Guest Service staff to be able to accurately remember all department extension numbers and to be able to connect all calls efficiently without error to the requested extensions. 我希望客服中心员工能准确记住所有部门的分机号码并能准确无误的按要求转接所有电话。 30 minutes 30分钟 TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 TIME TO TRAIN: 培训时长 Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？
Answers: 回答：
5. We must be able to provide a prompt and accurate telephone service.
我们必须能够提供迅速和准确的电话服务。 6. Safety and security play an important role in our daily operation. Therefore, if you know extension
numbers, emergencies can be handled faster.
安全和保险在我们日常运作中非常重要。因此，如果你知道分机号码，一些紧急事件会被处理的更快一些。 7. I understand the necessity of updating the extensions list regularly.
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我明白定期更新分机号码表的必要性。 8. Improve our GSTS score. 提高GSTS分数。 9. Demonstrate my professionalism.
体现我们的专业。 WHAT/ STEPS 1) Remember the extension and transfer the call accurately. 记住分机号码并准确转接电话 HOW/ STANDARDS The Extension number for all restaurants/outlets/offices must be memorized and The Guest Service Staff have to be able to route the call to the respective extension immediately upon request. 所有餐厅/出口/办公室的分机号码必须记住，客服中心员工必须按要求把电话迅速转接到相应的分机。 In the process of transferring, we should tell the main meaning to the answering department, in order to avoid the callers unnecessary repeat, which can show our professional service. 在转接分机过程中，应把来电者的用意和相关部门简单说明，以避免不必要的重复，从而体现我们的专业服务。 Be aware of changes to our extension numbers. This may occur from time to time. 留意我们分机号码的改变。这可能随时发生。 Updated extension lists provided when in doubt of any extension number being requested. TRAINING QUESTIONS Is there any special technique to help me easier to memorize so many extension? 有特别的技巧能帮助我们更容易的记忆这么多分机号码吗？ 2) Changes of extensions 分机号码的改变 3) Update 更新 Why is it important, that the GSC is informed about any changes on extension numbers? 为什么任何分机号码改变，通知客服中心如此重要？ Why do we need to update the extension list regularly? Task – Assisting Guests with Outside Calls Page 31 of 66
4) Follow the schedule for handling income telephone calls. 按照计划处理打进的电话 当任何分机号码被提出疑问时，可以提供更新的分机号码表。 From Monday to Friday for 0830 – 1800hrs, all calls for Departments Heads will be put through to their respective extensions directly, unless requested otherwise. 周一到周五8:30—18:00，所有找部门领导的电话将会分别被直接转到他们各自的分机，除非有其他要求。 After 18.00 hours most DH will have voice mail. 18:00以后，多数部门领导的电话有语音留言系统。 我们为什么需要定期更新分机号码表？ What are the normal office times to put calls through? 正常的办公时间内如何转接电话？ Will that delay the information to the requested person? 对要找的人会延误信息吗？ WHAT/ STEPS 5) Procedure for handling incoming calls for the General Manager. 处理来电者找总经理的程序 HOW/ STANDARDS All calls to the GM will be put through to the Executive Secretary first. Each General Manager will establish their own procedures for handling calls in the Executive office. 所有找总经理的电话先被转到行政秘书。每个总经理将会建立他们自己的行政办公室处理电话的程序。 If Executive Secretary is not available always ask the caller to leave a message. Ideally she should advise the Business Centre or the Guest Service Center to take calls (depending on the location of the BC). 如果行政秘书不能总让来电者留言，理想的方法是她应该告知商务中心或客服中心TRAINING QUESTIONS What should I do if the Executive Secretary is on leave? 如果行政秘书离开了，我们应该怎么做？ Task – Assisting Guests with Outside Calls Page 32 of 66
接听电话（依照商务中心的位置）。 If a guest is insisting on speaking to the GM, put the call through to the Executive office. If no one answers, take the guests details, and gather a brief explanation about the issue and advise the caller, the GM will return the call ASAP. You must brief the Executive Secretary thoroughly on the issues immediately. This will enable the GM to get all the facts prior to phoning the caller back. 如果一个客人坚持要和总经理通话，讲电话转到行政办公室，如果无人接听，记下客人的详细信息，并进一步简短的解释并建议来电者，总经理回来会尽快回电话。你必须马上把事件简短彻底地告诉行政秘书，这让总经理能在回电话时提前得知所有事实。 What should I do if I have a really big complaint and the guest insists on speaking to the General Manager? 如果真的是一个重大的投诉并且客人坚持要和总经理通话，我们应怎样做？ Summary questions: 问题摘要：
1. Is there any special technique to help me to easy memorize so many extension numbers? 有特别的技巧能帮助我们更容易的记忆这么多分机号码吗？
2. What will happen if extension numbers change without notice to the Guest Service Agent? 如果分机号码改变并未通知客服中心职员将会发生什么？ 3. Why do we need to update the extension list regularly? 我们为什么需要定期更新分机号码表？
4. Is it really necessary to use the voice mail system for department heads? 部门领导真的有必要使用语音留言系统吗？
5. a) What are the procedures for handling incoming calls for General Managers? 处理来电者找总经理的程序是什么？
b) In cases of big complaints where the guest is insisting on speaking to the GM what are your options? 假如客人有重大投诉坚持要和总经理通话时，你的选择是什么？
Now ask the Trainee to practice the whole task from start to end to test competency. 现在开始对员工进行该题目的整体练习并测试员工的接受能力。
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STANDARD OPERATING PROCEDURE HANDLING INQUIRIES 处理询问 TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 TIME TO TRAIN: 培训时长 GSC-0008 Guest Service Center 客服中心 May 2008 2008年5月 I expect my inquiries to be handled efficiently, accurately and courteously by knowledgeable staff who understand what I need and want. 我希望我的询问被高效的处理，准确的和礼貌的被了解我意图的有经验的员工处理。 30 minutes 30分钟
Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？
Answers: 回答：
1. We must provide a prompt and accurate service. 我们必须提供迅速准确的服务。
2. We want to service and help our internal and external customers. 我们想要对内线和外线客人提供服务和帮助。
3. A perfect handling can retain guest loyalty and therefore increase revenue. 一个完美的处理可以保留忠实客人从而增加收入。 4. Improve our GSTS score.
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提高GSTS分数。
5. Show our professionalism.
体现我们的专业。 WHAT/ STEPS 1) Handling inquiries 处理询问 HOW/ STANDARDS Ensure that all inquiries are dealt with PROMPTLY and that the person dealing with the inquiry is capable of doing so. 保证所有询问都被迅速的处理，并尽可能去处理。 Nothing offends more than being passed from one person to another or having to wait for somebody to go to another person to get all the correct information. 没有什么比把电话从一个人转到另一个人或让来电者等候去问别人以得到正确信息更冒犯来电者的了。 The best way to avoid this situation is for the inquiry to be channeled to the correct person/department in the very first instance. 避免这种情况最好的方式就是通过渠道询问正确的人/部门，这是首要的选择。 If the callers ask the route to our hotel, we should tell them the details, and show our warmly heart that they can contract us at anytime. We are pleasant to serve them and expect their coming. 如果来电者询问前往酒店的路线，我们向其说明后，可以热情的请客人随时打来电话，我们会很乐于服务于他的，并期待客人的光临。 If the in-house guests ask the restaurant, when TRAINING QUESTIONS Why are we always emphasizing on prompt and accurate service? 为什么我们一直强调迅速准确的服务？ Why can’t we pass the inquiry to someone else? 我们为什么不能把某人的询问转到其他地方？ Task – Assisting Guests with Outside Calls Page 35 of 66
2) Retain guest loyalty 保留忠实客人 3) Put yourself in the others person situation we introduce for them, we can help them to book the restaurant. 住店客人如果询问关于餐厅的情况，我们在介绍的同时，可以帮客人订餐。 If the in-house guests ask the situation of out-going, we should ask whether they need book cars, and remind them pay attention to the weather. 住店客人如果询问关于出行的情况，我们应询问客人是否需要帮其订车，还可以根据当天的天气情况提醒客人外出注意。 If the in-house guests ask the departure of next morning, we should ask if they need morning call service. 住店客人如果询问关于转天早上离店的事宜，我们可以询问是否需要订叫醒服务。 If the guest ask about Join PCR, while we explain it, we should inform Concierge to send a form. 如果客人询问关于加入优悦会的事宜，我们在介绍的同时可以让礼宾部为客人送去一份入会表格。 Close attention to inquiries will: 关注询问将会： 1. Enhance the hotel’s good reputation.. 提高酒店良好的声誉。 2. Retain guest loyalty and therefore increase revenue. 保留忠实客人从而增加酒店收入。 Remember, what is common to you will often be a novelty to guests, therefore, it is all the Why is guest loyalty important? 为什么忠实客人重要？ Why does this increase revenue ? 为什么这样能增加收入？ Why do we need to put ourselves in the guest’s situation? Task – Assisting Guests with Outside Calls Page 36 of 66
把你自己放在其他人的位置上 more important for you to put yourself in the 我们为什么需要把我们自己放在客人的立other persons situation. 场上？ 记住，对你来说要经常给客人新鲜感，因此，把你自己放在其他人的位置上非常重要。
Summary questions: 问题摘要：
1. Why do we put emphasize on prompt and accurate service? 为什么我们这样强调迅速和有效的服务？
2. a) Why can’t we pass the inquiry to somebody else to handle? 我们为什么不能把某人的询问转到其他地方处理？ b) Why is guest loyalty important? 忠实客人为什么重要？
3. Why do we need to try to put ourselves in the guest’s situation? 我们为什么需要试着把我们自己放在客人的立场上？
Now ask the Trainee to practice the whole task from start to end to test competency trainee to practice. 现在开始对员工进行该题目的整体练习并测试员工的接受能力。
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STANDARD OPERATING PROCEDURE MEDICAL ASSISTANCE 医疗帮助 TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 GSC-0009 Guest Service Center 客服中心 May 2008 2008年5月 I expect the hotel to be able to provide me with qualified medical assistance and my requests are handled in a considerate and confidential manner throughout my stay. 我希望酒店能够提供给我有资格的医疗帮助，我在住店期间的要求能被有经验的员工保密的处理。 TIME TO TRAIN: 30 minutes 培训时长 30分钟 Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？
Answers: 回答：
1. We must have a good safety and security procedure to protect our staff and guests. 我们必须有一个好的安全的和保险的程序去保障我们的员工和客人。
2. Medical service is a critical issue in a hotel and the guest must experience a level of confidence in the medical provider and the staff member who they are liaising with.
医疗服务在酒店是一项决定性的焦点事件,客人必须体验有一定水平和自信的医疗员工的服务并能担任联络员。
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3. Improve our GSTS score. 提高GSTS分数。
4. Demonstrate our professionalism by showing care and concern.
体现关爱和关心，以证明我们的专业。 WHAT/ STEPS 1) Answering 应答 HOW/ STANDARDS Pick up the call within 3 rings by saying: 在铃响三声之内接起电话： Good Morning/afternoon/evening/, XXX Hotel,. XX speaking, How may I help you? 早上/下午/晚上好，XXX酒店，我是XXX，有什么能帮您？ Let the guest know we are listening to him. 让客人知道我们正在聆听他讲话。 Do not interrupt the guest and clarify guest needs. 不要打断客人并了解客人需要。 Confirm with the guest why he/she is not feeling well. 与客人确认他/她感觉不舒服的原因 Take down the note as following: 按照以下步骤记录下来： - Guest name and room number 客人姓名和房间号码 - Exact time of the call 打来电话的准确时间 - Some details 详细信息 TRAINING QUESTIONS Is there a standard that all hotels must provide the medical service? 所有酒店必须提供医疗服务是标准吗？ DRILL LANGUAGE 对话练习 Why should I not interrupt the guest even I know what his/her problem is? 我们为什么不打断客人，即使知道他/她的问题所在？ Do you think the guest will be upset with me if I ask so many questions? 如果我们问客人许多问题，你认为客人会不高兴吗？ What do I have to note in order to react accordingly ? 我们需要记录下什么内容以便采取相应的行动？ 2) Listening 聆听 Task – Assisting Guests with Outside Calls Page 39 of 66
WHAT/ STEPS HOW/ STANDARDS - Name of staff 员工姓名 Ensure complete details of incidents are recorded. 确保记录下完整详细的事件。 “Mr./Ms. XX, please stay clam, we will have someone coming up to your room immediately.” “XX先生/小姐，请保持冷静，我们将会派人马上来您的房间。” Inform the Assist. Manager on duty immediately and give details as much as possible. 立即通知当班大堂副理，并尽可能多的提供详细信息。 Give the guest the feeling of importance. 让客人感到他很受重视。 Assistant Manager knows the nature of the call., and decides to call a doctor or an ambulance. 大堂副理知道分辨电话的性质，并决定打电话叫医生或救护车。 In serious situations GM/EAM must be informed immediately. 在多数情况下，必须马上通知总经理/助理经理。 The Assist. Manager must follow up whether the guest is getting better or not. 大堂副理必须对客人感觉是否好些进行跟进。 The Assist. Manager must call the guest to check on their situation and how the guest is feeling. 大堂副理必须给客人打电话核实他们的情况并了解客人的感觉。 Good evening, Mr./Ms. XX, This is XXX calling from the Assist. Manager. I just want to know TRAINING QUESTIONS What is the purpose of recording information? 记录下这些信息的目的是什么？ DRILL LANGUAGE 对话练习 Is the Assistant Manager the only person to call a doctor or an ambulance? 大堂副理是唯一可以打电话叫医生或救护车的人吗？ What is the right time to inform the GM/EAM? 通知总经理/驻店经理的恰当时间是什么时候？ Why does the Assistant Manager need to follow up, when I am fully aware of the situation. 为什么当我们完全意识到情况时，大堂副理还需要跟进？ Why is the follow up important? 跟进为什么如此重要？ DRILL LANGUAGE 对话练习 3) Offer assistance 提供帮助 4) Follow up 跟进 Task – Assisting Guests with Outside Calls Page 40 of 66
WHAT/ STEPS HOW/ STANDARDS how you are feeling now? 晚上好，XX先生/小姐，我是大堂副理XXX，我想知道您现在感觉怎么样了？ In serious matters, (death or suicides of a guest), please refer to Risk Management guidelines or your internal Emergency Handbook. 对于各种事件（死亡或客人自杀），请参考危险事故管理指南或参考你酒店内部的紧急事故手册。 TRAINING QUESTIONS 5 ) Serious matter and Fatalities 各种事件和灾祸 What do I have to do in case of death of a guest? 万一客人在酒店死亡，我们要怎么做？ Do you know what needs to be actioned on the system in the event of a fatality? 万一发生灾祸事故，你知道需要采取什么行动吗？
Summary questions: 问题摘要：
1. a) Why is medical assistance important for the guest? 医疗帮助对客人来说为何重要？
b) What type of service is provided to all guests？ 对所有客人提供什么类型的服务？
2. a) When we listen to the guest with a medical problem, what specifically are we listening for? 当我们听到客人有医疗的问题，有什么需要我们特别听清楚的？ b) What recorded information is required? 需要记录下什么信息？
3. a) Who should you contact first and when should they be contacted? 你应该首先联系谁以及他们应该在什么时候被联系？
b) When would you let the GM know? Who does this – you or the Duty Manager? 什么时候应该让总经理知道？谁去做—你还是值班经理？ 4. a) Why is follow up important? 跟进为什么如此重要？
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b) Who should follow up? 谁应该跟进此事？
5. a) What do I have to do when a guest dies? 当客人死亡，我们要怎么做？
b) Where is the Risk Management Manual located? 风险管理指南位于哪里？
Now ask the Trainee to practice the whole task from start to end to test competency. 现在开始对员工进行该题目的整体练习并测试员工的接受能力。
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STANDARD OPERATING PROCEDURE UPDATING INTERNAL TELEPHONE EXTENSION LIST 更新内部电话分机号码表 GSC-0010 Guest Service Center 客服中心 May 2008 2008年5月 I expect the hotel is able to provide me a courteous, prompt and accurate telephone service. In order to be able to provide this service, lists have to be updated accordingly. 我希望酒店可以提供给我礼貌、迅速和准确的电话服务。为了能提供这样的服务，电话号码表必须做相应的更新。 30 minutes 30分钟
TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 TIME TO TRAIN: 培训时长 Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？
Answers: 回答：
10. We must provide a prompt and accurate telephone service.
我们必须提供迅速和准确的电话服务。
11. We must update the extensions list regularly in order to be able to offer professional service.
我们必须定期更新电话分机号码表，以便能够提供专业的服务。
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12. Increase our GSTS score. 提高GSTS分数。
HOW/ STANDARDS Hotel office extension number will be listed on the Hotel Telephone Extension list. 酒店办公室电话号码将被列出酒店分机号码表上。 Obtain updated staff movement information from HR department monthly. 每月从人力资源部获得员工人事变动信息更新。 Refer to the respective department head if there is a query. 如果有疑问，可以询问各相关部门的领导。 WHAT/ STEPS 1) Hotel extension list 酒店分机号码表 TRAINING QUESTIONS Why don’t we put the list at the staff notice board or public? 我们为什么不把分机号码表列出放在员工布告栏或公众区域？ 2) Obtain new information monthly Why must the information relating to staff changes be obtained from the Human 每月获得新的信息 Resources Department? 为什么必须从人力资源部获得员工变动信息？ 3) Refer the information Why should we refer to other department heads for the information? 询问信息 为什么我们应向其他部门的领导询问相关信息？ 4) Updated and distributed extension list Update the Hotel Internal Telephone Extension Why should we update the list so often? list monthly and distribute it to every department 我们为什么应该经常更新分机号码表？ 更新并分发分机号码表 accordingly. 每月更新酒店内部电话分机号码表并分发给相应的每个部门。 5) Updated the pager/mobile list Update the Pager or DECT Phone Extension How frequently should the mobile list be List regularly, when a change occurs. updated? 更新呼机/手机号码表 发生变化时，定期更新呼机或手机号码表。 手机号码表应该多久更新一次？ Summary questions:
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问题摘要：
1. Where should the list not be placed and why? 分机号码表不应放置在哪？为什么？ 2. Who helps us keep the list current?
谁帮助我们保持号码表的最新状态？ 3. Who else can help keep the list current?
谁还可以帮助我们保持号码表的最新状态？
4. How do you distribute the telephone extension list? Is there anywhere else it should be posted (other than given to DHs?)
你应该怎样分发电话分机号码表？任何其他地方都应该被告知吗？ 5. How do I know when a manager’s mobile phone number changes? 当经理的手机号码更换时，我如何知道？
Now ask the Trainee to practice the whole task from start to end to test competency. 现在开始对员工进行该题目的整体练习并测试员工的接受能力。
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STANDARD OPERATING PROCEDURE ENGAGED LINE 应答电话 TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 TIME TO TRAIN: 培训时长 GSC-0011 Guest Service Center 客服中心 May 2008 2008年5月 I expect my phone calls to be handled efficiently accurately and courteously, in a considerate and confidential manner by knowledgeable staff. 我希望我的电话能够有效的、准确的和礼貌的被有经验的员工保密的处理。 25 minutes 25 分钟
Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？
Answers: 回答：
1. To increase our GSTS score. 提高GSTS分数。
2. To ensure professional telephone handling. 能确保专业的处理电话。
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3. Guest can experience our efficient and accurate service. 让客人可以体验到我们高效和准确的服务。
4. Guest would not miss any important message whilst staying with us. 客人在店期间不遗漏任何重要信息。 5. Avoid guest complaint. 避免客人投诉。
WHAT/ STEPS 1) Advising 商量 HOW/ STANDARDS Kindly advise the guest by saying: 友好的与客人商量： “Excuse me Sir/Madam, the extension is busy, would you like to leave a message?” or “Would you like to stay on the line?” “对不起先生/女士，分机正在占线，您愿意留言吗？”或“您愿意在线等候吗？” Ask the caller if she/he wants to call back 问来电者如果她/他想要回电话。 TRAINING QUESTIONS Dose the caller need to be advised of the status of the call? 建议来电者需要根据电话的情形而定吗？ DRILL LANGUAGE 对话练习 2) Suggestion 建议 3) Hold the call 在线等候 4) Obtain information 获得信息 5) Listen carefully 仔细聆听 Why do I have to ask the guest to call back? Can I call him/her as well? 我为什么必须要征询客人是否需要回电话？我给他/她打电话一样吗？ If caller wants to stay on line, advise the caller Why is this information important for the caller? on hold of progress at 15 second intervals. 此信息为什么对来电者如此重要？ 如果来电者想在线等候，建议来电者在线等候时间是间隔15秒。 If she/he wants to leave a message, obtain the Why does the caller prefer to leave a message? guest’s name, contact number and company 为什么来电者更喜欢留言？ name as well as the text of the message. 如果她/他想要留言，获得客人的姓名，联系电话，公司名称和文字留言的内容。 Listen to the guest very carefully and repeat the Why do I have to repeat the message? message to the guest. 我们为什么要重复留言内容？ Task – Assisting Guests with Outside Calls Page 47 of 66
6) Message delivery 留言递送 7) Closing the call 结束通话 非常仔细地聆听并和客人重复留言内容。 The message will either be delivered to the guest room immediately by the Bell Boy or displayed on the TV. 留言将会由行李员马上送入客人房间同时显示在电脑屏幕上。 Close the call by saying: 使用以下语言结束通话： “Thank you for calling, Sir/ Madam.” “感谢来电，先生/女士。” Always allow the caller to hang up first. 总是让来电者先挂断电话。 How can a message be displayed on the TV? Who’s job is it to do that? 如何将留言显示在电脑屏幕上，谁负责这样做？ Why do I have to let the caller hang up first? 我们为什么让来电者先挂断电话？ DRILL LANGUAGE 对话练习
Summary questions: 问题摘要：
7. Why do I need to assist the guest even if the line is engaged? 即使电话被应答，我为什么需要帮助客人？
8. Why should I ask if the guest would prefer to call back, shouldn’t I just take a message all the time? 我为什么应该问客人想要回电话吗，不应一直只留言？
9. At what intervals do you return to the caller who is on hold? Why must you do this in all instances? 间隔多久在线等候的来电者电话将返回来？在所有情况下你为什么必须这样做？ 10. What information is important when the guest wants to leave a message? 当客人想要留言时，什么信息是重要的？
11. Is it necessary to repeat the message even if it is a short and simple one? 即使只是一个简短的留言，有必要重复留言内容吗？
12. a) What other possibility do I have rather than printing a message? 在那些其他可能性情况下，我必须打印留言？ b) When does a printed message need to be delivered? 打印出来的留言需要什么时候递送？ 13. How do I close a call? 我应如何结束通话？
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Now ask the Trainee to practice the Task from start to end to test competency. 现在开始对员工进行该题目的整体练习并测试员工的接受能力。
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STANDARD OPERATING PROCEDURE GROUP WAKE UP CALL SERVICE 团队叫醒服务 TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 GSC-0012 Guest Service Center 客服中心 May 2008 2008年5月 I expect my personal wake up call service to be available 24 hours a day, 7 days a week. The wake up call must be handled politely and accurately. I need to be able to rely on this service 100%. 我希望可以提供一天24小时，一周七天的个人叫醒服务。叫醒服务必须被礼貌、准确和最有效的处理。我需要可以100%依赖的叫醒服务。 20 minutes 20 分钟 TIME TO TRAIN: 培训时长 Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？
Answers: 回答：
3. Guest can trust us. 客人可以信任我们。
4. Guests experience our efficient, courteous and accurate service. 客人可以体验我们高效的、礼貌的和准确的服务。
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5. We understand the importance of wake up call service. 我们理解叫醒服务的重要性。
6. We will have highly satisfied Guests and positive GSTS results.
我们会获得很高的客人满意度并对提高GSTS分数有积极作用。 7. Avoid guest complaints. 避免客人投诉。
8. Demonstrate our professionalism. 体现我们的专业。 WHAT/ STEPS HOW/ STANDARDS 1) Person in charge of the morning call 负责叫醒电话的人 The Assistant Manager is in charge of the group call. 大堂副理负责团队叫醒。 Group Wake up call time will be noted on the Group Order. 团队叫醒时间将记录在团队单子上。 Sometimes, a Tour leader advises Wake Up call time on a daily basis. If that is the case, the caller’s name must be noted on the Group Wake up Call Sheet, as well as on the Group Order. 有时，团队领队想要每日的叫醒电话。如果这种情况，必须要将电者的姓名记录在团队叫醒单上和团队单上。 The time and room number must be listed both in the Group Order and Wake up Call Sheet. 时间和房间号码必须都列在团队单和叫醒单上。 TRAINING QUESTIONS Why is the Assistant Manager the only person in charge of this service? 为什么大堂副理是唯一可以负责这项服务的的人？ What might be the outcome if we do not note down the call time? 如果我们没记录下叫醒时间可能会有什么结果？ Why do I have to note down the caller name? 我们为什么必须记下来电者的姓名？ 2) Note down the wake up call time 记录下叫醒时间 3) Working with the tour leader for daily wake up call 与团队领队确认是否需要每日叫醒 4) Keep proper record 保存适当的记录 Why is it important to note the time and the room number? 为什么记录下时间和房间号码如此重要？ Task – Assisting Guests with Outside Calls Page 51 of 66
5) Verify and reconfirm daily 每日核实和再确认 6) Distribute the order 分发单子 The Group Wake up call must be verified with the Tour Leader upon arrival and reconfirmed with the Tour Leader on a daily basis. 所有团队叫醒必须在抵达时和领队核实并每天再确认。 A copy of the Group Order will be distributed to the Guest Service Center after the group checks in. 团队单子的复印件将在团队入住后被分发给客服中心。 Is it really necessary to do the verification work regularly? 真的有必要做定期确认吗？ Why do we have to distribute the order to the Guest Service Center? 我们为什么必须把团队单子分发给客服中心？
trainee to practice
Summary questions: 问题摘要：
12. Why is the wake up call service so important? Why is the Assistant Manager in charge and not the GSC? 为什么叫醒电话如此重要？为什么大堂副理负责而不是客服中心负责？ 13. Where is the Group Wake Up Call time noted? 团队叫醒时间记录在哪里？
14. What role does the Tour Leader play in wake up calls? 团队领队在叫醒服务中的作用是什么？
15. What is listed in both the Group Call and Wake Up Call Sheet? 团队叫醒和叫醒单子上都应列明哪些信息？
16. What must be verified with the Tour Leader every day? 每天必须和团队领队核实哪些信息？ 17. a) Where is the Group Order distributed? 团队单子分发到哪里？
a) What happens in a situation where a group delegate is staying on an InterContinental Club Floor? Is their wake
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up procedure different?
当一个团队代表住在洲际会员楼层将会发生什么？其叫醒程序有什么不同？
Now ask the Trainee to practice the whole task from start to end to test competency. 现在开始对员工进行该题目的整体练习并测试员工的接受能力。
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STANDARD OPERATING PROCEDURE INTERFACE LOST POSTING 计费系统入账 TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 GSC-0013 Guest Service Center 客服中心 May 2008 2008年5月 I expect my telephone bill to be correct and accurate, reflecting my exact daily expenses and charges. Disputes should be handled quickly by knowledgeable staff who are empowered to resolve minor issues. 我希望我的电话账单正确和准确的反映我每天精确的支出和费用。争论应很快被有经验的被授权处理此类事件的员工处理。 20 minutes 20分钟
TIME TO TRAIN: 培训时长 Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？
Answers: 回答：
9. Guests can experience our efficient and accurate service. 客人可以体验我们高效准确的服务。 10. Increase our GSTS score.
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提高GSTS分数。
11. Demonstrate my professionalism. 体现我们的专业。
12. I understand, that the hotel might lose money if I do not know what to do. 我理解，如果我不知道怎样去做，酒店可能会有经济损失。
WHAT/ STEPS HOW/ STANDARDS 1) Understand the function of the system 理解系统的作用 The Interface Lost Posting System enables us to capture telephone calls transactions that have not been posted by the Call Accounting System. 计费系统入账能使我们获得没有被电话计费系统自动入账的电话办理方法。 Check the Call Accounting System frequently to view all the telephone transactions. 经常查看电话计费系统并检查所有电话的转接。 If transactions are located, verify each transaction against the Telephone Calls Master Log. The Telephone Calls Master Log is retained at the Guest Service Center Department at all times. 电话费用，靠电话控制记录来核实每笔电话费用。电话控制记录始终在客服中心保留。 Transfer the telephone charges to the guest room. 把电话费用调转到客人房间。 TRAINING QUESTIONS What will happen if the Interface Lost Posting System breaks down? 如果计费系统失灵将发生什么情况？ 2) Check frequently 经常检查 Why do I have to check the system frequently? 我为什么必须经常检查计费系统？ Why do I have to verify the telephone charges? 我为什么必须核对电话费用？ 3) Verify 核实 4) Transfer charges 转接费用 Why do I have to transfer the charges? Doesn’t this happen automatically when the interface is working again? 我为什么必须调转电话费用？ Task – Assisting Guests with Outside Calls Page 55 of 66
5) Audit the folio 审查记录 6) Report the problem 报告问题 当系统接口再次工作时会自动抛账吗？ The Interface Lost Posting Folio must be Is it really necessary to do the audit? audited if all the transactions have been verified 真的有必要做审查吗？ and re-routed. 必须审查计费系统入账记录，是否所有电话被核实。 If in doubt, please refer to Guest Service Is there any special technique to assist me to Manager or Assistant Manager on duty. solve the problem by myself? 如果有疑问，请与克服中心经理或当班大有什么特别的技巧帮助我自己解决问堂副理核实。 题？
Get trainee to practice
Summary questions: 问题摘要：
4. What is the Interfacing Lost Posting System and what happens if it breaks down? 如果计费系统失灵会发生什么情况？
5. How frequently should the Call Accounting System be checked? 应多久检查一次电话计费系统？
6. What are transactions verified against? Where is this located? What are you actually verifying? 电话交易靠什么来核实？位于哪里？我们实际上如何核实？ 7. How do I transfer telephone charges against the guest room? 我如何调转电话到客人房间？
8. What must be audited and how often should I audit? 我们必须审查哪些并且多久我们应该审查一次？
9. If I get confused or the audit doesn’t balance, who do I see? 如果我不清楚或审查不平衡，谁应给我看看？
Now ask the Trainee to practice the whole task from start to end to test competency.
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现在开始对员工进行该题目的整体练习并测试员工的接受能力。
Task – Assisting Guests with Outside Calls Page 57 of 66
STANDARD OPERATING PROCEDURE GUEST SERVICE CENTER GUIDELINE 客服中心指南 GSC-0014 Guest Service Center 客服中心 May 2008 2008年5月 I expect my requests to be handled by efficient, accurate and courteous staff who understand what I need and want. 我希望我的要求可以高效、准确、礼貌的被了解我意图的员工处理。 25 minutes 25分钟
TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 TIME TO TRAIN: 培训时长 Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？
Answers: 回答：
1. We must maximize guest satisfaction.
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我们必须让客人最大限度的满足。 2. Improve our GSTS score. 提高GSTS分数。
3. Be as professional as possible. 尽可能体现我们的专业性。
WHAT/ STEPS 1) The role of Guest Service Center 客服中心的作用 HOW/ STANDARDS Guest Service Center is a centralized operator that handles a large number of guest requests. 客服中心集中处理大量的客人需求。 The requests concerning the Housekeeping and Laundry department will be forwarded to Housekeeping or Butler. The services are: 要求涉及到客房服务和洗衣部将被转到客房部或服务员。这些服务有： Please make up my room. 请打扫我的房间。 Extra supplies of linen. 额外的拖鞋。 Laundry/Dry cleaning collection. 洗衣/干洗衣物的收取。 Lost property. 财务丢失。 Extra bathroom amenities. 额外的浴室用品。 If the guests ask to pick up laundry , we should tell them the returning time. 如果客人需要收洗衣，我们可以告知客人洗衣送回的时间。 TRAINING QUESTIONS Why does the Guest Service Center handle a large number of guest requests? 为什么客服中心负责处理大量客人需求？ Why don’t we let Housekeeping handle guest requests directly? 我们为什么不直接让客房部处理客人的要求？ 2) Handle requests concerning Housekeeping services 处理关于客房服务的要求 Task – Assisting Guests with Outside Calls Page 59 of 66
WHAT/ STEPS 3) Handle requests concerning Housekeeping supplies 处理关于客房供应品的要求 HOW/ STANDARDS TRAINING QUESTIONS The following is a list of items that are available What items are available in HK? in the Housekeeping Storage. 客房部有哪些可以提供的物品？ 以下是列出的客房可以提供的物品。 Rollaway bed 折叠床 Bathroom scales 浴室体重秤 Baby Cot 婴儿床 Bath Mat 浴垫 Kettle 水壶 Flower Vase 花瓶 Band Aid 相关帮助 Extra room amenity 额外的房间供应品 Stationery 文具 Extra room linen 额外的布草 Power Adaptor 接线板 Sanitary bag 卫生袋 If the guests call to ask an ashtray, we should inform Housekeeping to send it with the matches. 如果客人打来电话需要送烟灰缸，我们通知客房部连同火柴一起送去。 If the guests call to ask shampoo, we should ask whether they need conditioner, etc. 如果客人打来电话需要洗发水，我们应询问是否需要护发素，等等。 If the guests call to ask extra room amenities, we should ask him whether provide it everyday, and then inform Housekeeping to prepare it when they make up the room. 如果客人打来电话需要多加一套用品，我们应询问客人是否每天需要，并通知客房部每天打扫房间时为客人准备好。 Task – Assisting Guests with Outside Calls Page 60 of 66
WHAT/ STEPS 4) Follow up requests of Butler service 客房服务员的跟进服务 HOW/ STANDARDS Housekeeping/Butler must report to the Guest Service Center when the task is completed. 当任务完成后，客房部服务员必须报告给客服中心。 TRAINING QUESTIONS 5) Handle requests of maintenance 处理维修要求 a) Inform 通知 b) Record the name of receiver 记录下接到人的姓名 c) Log 记录下来 5) Handle requests concerning Rooms Service 处理关于客房送餐服务的要求 Is it really necessary to report to the Guest Service Center after the Butler completes the task? 在客房服务员完成任务后，真的有必要报告给客服中心吗？ Requests concerning Engineering upon receiving Why do I need to call Engineering to report a or noticing a maintenance problem. problem? 在接到维修问题时通知工程部相关人员。 为什么我需要打电话到工程部报告问1. Call the Engineering Office to report the 题？ problem. 打电话到工程部办公室报告问题。 2. Take the name of the person you reported the problem to. 记下接到报告的人的姓名。 3. Note on the Maintenance Logbook. 记录在维修本上。 The Room Service Orders must be forwarded to Why don’t we tell the guest to directly call In Room Dining Department without any delay Room Service? 客房送餐必须不被延误的转到客房送餐部 为什么我们不能告诉客人直接打电话到 Kindly advise the guest that our In Room 客房送餐部？ Dining Department will assist him for Room Service Orders. 友好的建议客人：我们的客房送餐部将帮他点客房送餐。 - Breakfast 早餐 - Lunch 午餐 - Dinner 晚餐 - Beverage 饮料 - Afternoon Tea 下午茶 Task – Assisting Guests with Outside Calls Page 61 of 66
WHAT/ STEPS HOW/ STANDARDS We process requests for the Bellman. The following details must be taken as a minimum and logged accordingly. 我们负责通知礼宾部。必须尽可能记录客人的具体要求。 - The Guests’ name and room number. 客人姓名和房号 - Time of the call was received. 接到电话的时间 - Number of bags. 行李件数。 - Transport arrangement. 交通安排。 Inform the guest that the Bellman will be arriving shortly. Ask if there is anything else you can do. 告知客人行李员将很快到达。询问还有其他你能做的吗。 The Bellman must report to the Guest Service Center when the task is completed. 当任务完成后，行李员必须报告给客服中心。 Processing requests for the Concierge. Kindly advise the guest that our Concierge will be more than happy to help him. 对于礼宾部的要求。友好的建议客人我们的礼宾部将会很高兴帮助他。 Airline Tickets Reconfirmation飞机票确认 Transportation Arrangements交通安排 TRAINING QUESTIONS 7) Handle requests concerning Bellman 处理关于行李员的要求 a) Record the detail b) Keep guest inform 告知客人 c) Feedback from Bellman 从行李员那边反馈 8) Handle requests concerning Concierge 处理关于礼宾部的要求 Why is it important to record details? 记录详细信息为什么如此重要？ Why is it important to inform the guest what is happening and how long it will take? 告知客人需要多长时间为什么如此重要？ Can we advise the guest to call the Concierge directly? 我们可以建议客人直接打电话到礼宾部吗？ What inquiries are handled by the Concierge? 礼宾部处理什么要求？ Task – Assisting Guests with Outside Calls Page 62 of 66
WHAT/ STEPS HOW/ STANDARDS Restaurant Recommendations餐厅推荐 City Tour城市观光旅游 Shopping Guide购物向导 If the guests call to check out, we should ask them if they need to load or keep the luggage, or book a car, etc. Remind them not left their luggage in the room or safety box, at last we should ask Front Desk to prepare the bill for the guests. 客人打来电话要结账，可以询问客人是否需要下行李或寄存、订车等相关服务，并提醒客人不要落下物品在房间或保险柜中，并让前台为客人准备好账单。 Processing requests for Front Desk-All Guest Service Agents must be aware of Front Desk Standard Operating Procedures. 对于前台的要求所有客服中心员工必须了解前台的标准操作程序。 Please Refer to Front Desk SOP. 请参照前台的标准操作程序。 When using modern technology, Espresso or CCS Siemens are appropriate systems to channel guest requests. 当运用现代科技，浓缩CSS西门子合适的系统来引导客人的需求。 Please refer to the Espresso or the CCS manual. 请参考浓缩或手工CCS。 If in-house guest is sick, we should show we care and inform Room Service to arrange hot water or ice water to guest, ect. 如果住店客人生病了，我们应主动关心，可以安排客房送餐送去热水或冰水等。 TRAINING QUESTIONS 9) Reference 参照 How well do I have to know these procedures? 我必须知道这些程序能怎样做好？ 10) Others 其他 What is Espresso and CCS? 浓缩CCS是什么？ What is the advantage of those systems? 那些系统的益处是什么？ Task – Assisting Guests with Outside Calls Page 63 of 66
Summary questions: 问题摘要:
1. a) What is the role of the Guest Service Center in the hotel? 客服中心在酒店中起的作用是什么？
b) What are the key qualities professional GSC staff should demonstrate? 客服中心员工应体现的关键专业才能是什么？
2. a) Why don’t we let Housekeeping handle guests request directly? 我们为什么不让客房部直接处理客人的要求？
b) What types of services do we provide for HSK department? 客房部提供什么类型的服务？
3. a) Why do guests ring us and not Housekeeping for supplies? 为什么客人要客用品会给我们打电话而不是客房部？
b) What is the difference between the Operator in old times and the GSC today? 以前的总机和现在的客服中心有什么不同之处？
4. a) What type of services do we assist with in relation to Butler duties? 我们帮助相关客房服务负责提供哪些类型的服务？
b) Why isn’t the Club Floor contacted directly for Butler requests? 为什么行政楼层不直接联系客房服务要求？
c) Why is it necessary for the Butler to confirm with us once the request has been actioned? 对于客房服务员来说，与我们确认要求已经立即采取行动为什么如此必要？ 5. a) What are examples of requests we might receive for the Engineering department? 请举出我们接到关于工程部要求的例子？
b) Do we have to follow up with the guest that it has been actioned? 当行动过后，我们需要和客人确认跟进此事吗？ 6. Do we take Room Service Bookings?
我们可以提供客房送餐的订餐服务吗？
7. a) What requests might we process for Bell staff? 我们通知礼宾部员工要求的过程是什么？
b) What do we do when the Bell staff advises us that they have actioned the request? 当礼宾部员工建议我们，他们已经按要求行动过了，我们应怎样做？ 8. What services to Concierge perform?
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礼宾部执行什么服务？
9. a) How well must I know Front Desk procedures? 我必须了解前台操作程序会有什么好处？
b) Can I take a reservation on a piece of paper and give it to the Reservation Department? 我可以在一张纸上写下预定并给预订部吗？ 10. a) What is CCS? CSS是什么？ b) What is Espresso? 浓缩是什么？
Now ask the Trainee to practice the Task from start to end to test competency. 现在开始对员工进行该题目的整体练习并测试员工的接受能力。
Task – Assisting Guests with Outside Calls Page 65 of 66
SOP LISTING and ON JOB TRAINING RECORD FRONT OFFICE: GUEST SERVICE CENTRE
Name: Position Title: Position Date: Trainers Name: CODES:
T = Has been TRAINED in this Standard (Trainer + Trainee both initial and date)
C = Has been assessed as COMPETENT in this Standard (Trainer + Trainee both initial and date). E = Department Head ENDORSES competency assessment (Initial and date).
SOP # FRONT OFFICE: GUEST T C E FO - FSC SERVICE CENTRE 0001 Assisting Guests With Outside Calls 0002 Leaving Messages 0003 Telephone Greeting 0004 Wake Up Call Service For Individual Guests 0005 Telephone Manner/Courtesy 0006 Routing Calls 0007 Connecting To An Extension Number 0008 Handling Inquiries 0009 Medical Assistance 0010 Updating Internal Telephone Extension List 0011 Engaged Line 0012 Wake Up Call Service For Group Guests 0013 Interface Lost Posting 0014 Guest Service Center Guidelines
Task – Assisting Guests with Outside Calls Page 66 of 66
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