酒店SERVICE CENTRE英文版.docx
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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:
CheckOn
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.
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