洲際酒店集團(tuán)前廳部-服務(wù)中心標(biāo)準(zhǔn)運(yùn)營(yíng)程序

洲際酒店集團(tuán)前廳部-服務(wù)中心標(biāo)準(zhǔn)運(yùn)營(yíng)程序STANDARD OPERATING PROCEDUREASSISTING GUESTS WITH OUTSIDE CALLS幫助客人撥打外線Task Number: 題目編號(hào)GSC-0001Department: 部門Guest Service Center客服中心Date Issued: 頒布日期May 20082008年5月Guest Expectation: 客人期望I expect my phone calls to be handled efficiently, accurately and courteously by knowledgeable staff who understand what I need and want.我希望我的電話能夠高效的、準(zhǔn)確的和禮貌的被了解我意圖的有經(jīng)驗(yàn)的員工處理。 Time to Train: 培訓(xùn)時(shí)長(zhǎng)20 minutes 20分鐘Why is this task important for you and our guests?為什么這個(gè)任務(wù)對(duì)于你和我們的客人如此重要？Answers: 回答：1. To make our guests feel welcome and to ensure that our guests are offered maximum service from our GSC.使我們的客人感到受歡迎和保證我們的客服中心能提供給客人最好的服務(wù)。2. To increase our GSTS score.提高GSTS分?jǐn)?shù)。3. To ensure professional handling of all incoming and outgoing calls.能保證專業(yè)的處理所有打進(jìn)和撥出的電話。WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS1) 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. 一位第一次入住我們酒店的客人，必然不清楚如何使用我們的電話系統(tǒng)。Explain to the guest how to make IDD / DDD calls from the Guest Room Telephone in a warm and friendly manner.用熱情和友好地方式向客人解釋怎樣撥打國(guó)際長(zhǎng)途電話/國(guó)內(nèi)長(zhǎng)途電話。Inform the guest about toll-free numbers if applicable for Long Distance calls.如果適用于長(zhǎng)途電話，告知客人免費(fèi)電話的號(hào)碼。Why do I have to pay attention especially to First Visit guests?為什么我們必須特別注意第一次入住的客人？What is the difference between IDD and DDD calls?國(guó)際長(zhǎng)途電話和國(guó)內(nèi)長(zhǎng)途電話的區(qū)別是什么？What is a toll-free number ?免費(fèi)電話號(hào)碼是多少？What is the difference between a toll-free and a normal telephone call ?免費(fèi)電話和普通電話的區(qū)別是什么？2) General Assistance 一般的幫助Assistance should always be given to guests who inquires about different ways of making a phone call:我們應(yīng)該一直為詢問不同的撥打電話的方法的客人提供幫助。Dial for the guest and connect him/her.為該客人撥打并為他/她接通。Nevertheless explain the way to dial.仍然要向其解釋撥打的方法?！癕adame/Sir, please dial.”“女士/先生，請(qǐng)撥”Steps for IDD calls: To be added by hotel individual撥打國(guó)際長(zhǎng)途電話的步驟：加撥酒店自己的號(hào)碼Steps for local call: To be added by hotel individual撥打本地電話的步驟：加撥酒店自己的號(hào)碼When asked to offer assistance, utilize the directory to assist in placing calls. (e.g. country code, the call unit charge etc.)當(dāng)需要提供幫助時(shí)，利用指南來幫助撥打電話。（如國(guó)家代碼，電話的單位時(shí)長(zhǎng)的費(fèi)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.我們?cè)谙蚩腿苏f明撥打方法時(shí)，應(yīng)向其介紹相關(guān)電話費(fèi)用及優(yōu)惠時(shí)間段，并幫其轉(zhuǎn)接。Why do I have to give assistance?為什么我們要提供幫助？DRILL LANGUAGE對(duì)話訓(xùn)練WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS3) Charges 費(fèi)用Telephone charges are automatically calculated and posted to the guest folio with the details of the call.電話費(fèi)用將被自動(dòng)計(jì)算，其詳單將計(jì)入客人的賬目中。What are the charges for international and national calls?國(guó)際電話和國(guó)內(nèi)電話的費(fèi)用是多少？4) Making a Telephone call from other area than the guest room. 客人在房間以外的其它區(qū)域撥打外線電話。If the guest would like to place a call in the Business Center/ House phone/other extension, GSA must obtain the guests name and room number and verify this in the computer.如果客人想在商務(wù)中心/大堂公用電話/其它分機(jī)撥打電話，客服中心服務(wù)員必須獲得客人的姓名和房間號(hào)碼并在電腦中核實(shí)這些信息。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電話撥打外線，客服中心服務(wù)員必須獲得哪些信息？可以為一位非住店客人撥打電話嗎？5) Posting telephone charges from other areas than the guest room.對(duì)于從其它區(qū)域撥打電話費(fèi)用的拋賬。Upon termination of the call, the call accounting system should be interrogated to determine the cost of the call and the charge should be posted to the guests account manually.在通話結(jié)束后，電話計(jì)費(fèi)系統(tǒng)應(yīng)確定該電話的費(fèi)用，并且其費(fèi)用應(yīng)被手工拋到客人的賬目中。Use a misc. docket, let the guest sign and post manually with code to the guest room.使用雜項(xiàng)單，讓客人簽字并按編號(hào)手工入賬到客人房間。What has to be done after the guest has ended his telephone call? 客人結(jié)束通話后我們應(yīng)做什么？How are manual postings handled?手工入賬是如何處理的？6) Assistance 幫助If the guest refuses to pay for the telephone charges when they check out, GSC will assist in locating the telephone call details in the Call Charge System. If necessary, contact your Local Telecom Office and furnish them with these details: 如果客人在結(jié)賬時(shí)拒絕支付其電話費(fèi)用，客服中心會(huì)協(xié)助在電話計(jì)費(fèi)系統(tǒng)中找出其電話詳單。如有必要，聯(lián)系當(dāng)?shù)仉娦殴静⑻峁┙o他們?nèi)缦略斍椋篟econfirm the amount posted with the Telecom office and call details such as: time, date, destination, duration.Explain this to the guest if necessary.再次和電信公司確認(rèn)其計(jì)入費(fèi)用的總額和電話詳細(xì)信息，如：時(shí)間，日期，目的地，通話時(shí)長(zhǎng)。如果有必要向該客人解釋。If guest is still complaining, call Duty Manager for help.如果客人仍然投訴，找值班經(jīng)理幫助解決。What should be done if a guest refuses to pay a manually posted telephone charge during check-out?如果客人在結(jié)賬時(shí)拒付一筆手工入賬的電話費(fèi)用，應(yīng)該怎么做？Why should I call the Telecom for further information?我們?yōu)槭裁凑译娦殴玖私飧嗟男畔?？Summary questions:問題摘要：1. a) Why do I need to assist the guests in making telephone calls? 我們?yōu)槭裁葱枰獛椭腿藫艽蛲饩€電話？b) How can I prevent misunderstandings between the guest and myself? (verify, speak slowly, etc) 怎樣避免自己和客人之間的誤解？（例如：確認(rèn)，說得慢些，等等）2. a) What are the steps to connect a telephone call? 為客人轉(zhuǎn)接電話的步驟是什么？b) Why cant the guest just follow instructions in their Room Directory? 為什么客人不能只是遵循房間的指南中的指導(dǎo)去撥打？3. Can a guest obtain the precise charge for a call after they make it, from you? 客人可以在結(jié)束通話后，從你這里獲得準(zhǔn)確的通話費(fèi)用嗎？4. Why is it possible that a guest would want to place an outside call from another area than their guest room?為什么一個(gè)客人可以從房間以外的其他區(qū)域打外線？5. What is the procedure for posting a charge to a guest room that is made from an area other than their room?將客人在其他區(qū)域撥打的電話費(fèi)用計(jì)入客人房間賬目的程序是什么？6. a) What do I need to do if a guest refuses to pay? 如果客人拒付話費(fèi)，我們需要如何去做？ b) Why could the guest refuse to pay for the telephone charges? 為什么客人拒付話費(fèi)？ c) Why do we need to contact the Telecom Office for the information of charges? 為什么我們需要聯(lián)系電信公司得到話費(fèi)信息？Now ask the Trainee to practice the Task from start to end to test competency.現(xiàn)在開始對(duì)員工進(jìn)行該題目的整體練習(xí)并測(cè)試員工的接受能力。STANDARD OPERATING PROCEDURELEAVING MESSAGES留 言Task Number: 題目編號(hào)GSC-0002Department: 部門Guest Service Center客服中心Date Issued: 頒布日期May 20082008年5月Guest Expectation: 客人期望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準(zhǔn)確的被一名周到的和保密的有經(jīng)驗(yàn)的員工處理。 Time to Train: 培訓(xùn)時(shí)長(zhǎng)20 minutes 20分鐘Why is this task important for you and our guests?為什么這個(gè)任務(wù)對(duì)于你和我們的客人如此重要？Answers: 回答：1. Guest can experience our efficient and accurate service.客人可以體驗(yàn)我們高效和準(zhǔn)確的服務(wù)。2. Guest will not miss any important message whilst staying with us.客人住在我們酒店期間不會(huì)遺漏任何重要的留言信息。3. We will increase guest satisfaction and our GSTS score.我們能提高客人滿意度和GSTS分?jǐn)?shù)。WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS1) Leave a Message 留言A Guest can either leave a message through the Hotel Voice Mail System or leave a text message with the Guest Service Center. 一個(gè)客人可以選擇通過酒店語音留言系 統(tǒng)留言或者在客服中心留文本留言。Every guest room is equipped with a voice mail system. If a call returns to the GSC ask if they would like to leave a written message.每間客房都裝有語音留言系統(tǒng)。如果一個(gè)電話返回到客服中心則是要求留書面留言。The guests who have message, when they call us, we should remind them that they have message and tell them how to take it.對(duì)于有留言的客人打來電話時(shí),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.當(dāng)客人打來電話詢問如何提取語音留言時(shí)，我們?cè)谙蚩腿苏f明方法后，如有需要可以幫客人提取并轉(zhuǎn)到客人房間。Why do some guest s not want to use the voice mail system?為什么一些客人不想用語音留言系統(tǒng)？Why do guest s sometimes prefer to leave a message through Guest Service Center?為什么客人有時(shí)更喜歡通過客服中心留言？2) Delivery 遞送Print out the message from the computer and ask a Bellboy to deliver it to guest room right away.從電腦中打印出留言信息并讓行李員馬上送到客人房間。Additional technology can advise the guest a message is waiting eg TV另外，技術(shù)上可以通過無線屏幕提示客人有一個(gè)留言在等候。Why must the Bellboy deliver the print out message to the room?為什么行李員必須馬上把打印出的留言送到客人房間？3) Closing the call 結(jié)束通話Close the call by saying:結(jié)束通話時(shí)說：“Thank you for calling, Sir/Madam, this message will be delivered to Mr. / Mrs. XXX immediately.”感謝致電，先生/女士，留言會(huì)立即送到XXX先生/女士的房間。Always allow the caller to hang up first.總是讓來電者先掛斷電話。DRILL LANGUAGE對(duì)話練習(xí)Why we must let the caller to hang up first?為什么我們必須讓來電者先掛斷電話？Get trainee to practiceSummary questions:問題摘要：1. a) Why is the message service important to our guests? 為什么留言服務(wù)對(duì)于我們的客人如此重要？b) What two options does the caller have to leave messages? Do they know this when they ring? 來電者需要留言有哪兩種選擇？當(dāng)他們響鈴時(shí)他們知道嗎？2. a) What information MUST be included on a written message? Do you need to put your own name on it? 一份書面的留言必須包括哪些信息？需要把你自己的名字輸入嗎？b) How long should a message take to be delivered to a room? Where is it placed in the room? 一份留言應(yīng)該需要多久送入房間？應(yīng)放在房間的哪里？c) How does a guest retrieve a message from their room phone? 客人在房間如何從電話提取留言？ d) Why do a lot of guests prefer to leave a message through the Guest Service Center instead of using the voice mail system? 為什么許多客人更喜歡通過客服中心留言代替語音留言系統(tǒng)？3. a) How do you close a call to a gust who wants to leave a message? 你如何與一個(gè)想要留言的客人結(jié)束通話？ b) Why do we put a lot of emphasis on confidentiality? 為什么我們?nèi)绱藦?qiáng)調(diào)保密性？Now ask the Trainee to practice the whole task from start to end to test competency.現(xiàn)在開始對(duì)員工進(jìn)行該題目的整體練習(xí)并測(cè)試員工的接受能力。STANDARD OPERATING PROCEDURETELEPHONE GREETING電話問候Task Number: 題目編號(hào)GSC-0003Department: 部門Guest Service Center客服中心Date Issued: 頒布日期May 20082008年5月Guest Expectation: 客人期望I expect all telephone employees to greet me with a pleasant voice and help me with the highest standard of telephone service. 我希望所有接電話的員工用愉悅的聲調(diào)問候我并能提供最高標(biāo)準(zhǔn)的電話服務(wù)。 Time to Train: 培訓(xùn)時(shí)長(zhǎng)20 minutes 20分鐘Why is this task important for you and our guests?為什么這個(gè)任務(wù)對(duì)于你和我們的客人如此重要？Answers: 回答：4. Guests can experience our efficient, courteous and accurate service.客人可以體驗(yàn)到我們高效、禮貌和準(zhǔn)確的服務(wù)。5. Guest would like to hear a pleasant voice throughout the greeting.客人希望通過電話問候聽到一個(gè)愉悅的聲音。6. Increase guest satisfaction and our GSTS score.提高客人滿意度和GSTS分?jǐn)?shù)。7. We can show our professionalism.可以體現(xiàn)我們的專業(yè)。 WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS1 ) Guest Greeting 問候客人Operators should consistently provide a polite and proper standard phrase for greeting. All callers must be greeted with a pleasant voice. 總機(jī)員工應(yīng)一貫提供禮貌的和符合標(biāo)準(zhǔn)的問候語。所有的來電者必須被愉悅的音調(diào)問候。Speak direct into the mouthpiece, speak slowly and clearly.講話要直接對(duì)準(zhǔn)話筒，講話語速要慢并且清晰。Speak clearly in a polite and pleasant tone. Dont forget to smile! Guest can hear your smile!用清晰、禮貌和愉悅的語氣講話。不要忘記微笑！客人是可以聽到你的微笑的！Why do I need to greet with a pleasant voice?為什么我們要以一個(gè)愉悅的音調(diào)問候？What happens to your voice when you smile?當(dāng)你以微笑的音調(diào)問候時(shí)會(huì)發(fā)生什么？2) Greeting an external guest 問候一位外線客人Greet all external calls by using the following phrase:用一下短語問候所有外線電話:“Good morning/afternoon/evening, (XXXXXX ) Hotel , XXX Speaking, How may I help you?”“早上/下午/晚上好,XXX酒店，我是XXX，有什么可以幫您？”Why do we need to announce the name of the hotel while handling an outside call ?當(dāng)我們接聽外線時(shí)為什么要報(bào)出我們酒店的名稱？Why is mentioning your name important?提及你的名字為什么重要？DRILL LANGUAGE對(duì)話練習(xí)3) Greeting an in-house guest問候一位住店客人If a call comes from an in-house guest, the guests 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來的電話,客人的名字會(huì)顯示在控制臺(tái)或電話上,并用以下短語:“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?？蛻舴?wù)中心，我是XXX，有什么可以幫您的？”Why do we have different ways to handle external and internal calls?為什么我們接聽外線和內(nèi)線電話用不同的方法？DRILL LANGUAGE對(duì)話練習(xí)WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS4) Greeting a colleague 問候同事Greet internal employee calls by using the following phrase:用以下短語問候內(nèi)部同事的電話：“ Good morning/afternoon/evening. Guest Service Center, XXX Speaking, How may I help you?”“早上/下午/晚上好,客戶服務(wù)中心，我是XXX，有什么可以幫您的？”Why do we need to greet the hotel employee as good as our guests?我們?yōu)槭裁葱枰駟柡蚩腿艘粯訂柡蚓频晖?？What IHG values does this reflect?(Service, Respect, One Team )這點(diǎn)反映了洲際酒店集團(tuán)的價(jià)值觀的哪些方面？（服務(wù)，尊重，同一個(gè)團(tuán)隊(duì)）trainee to practiceSummary questions:問題摘要：1. a) Why is a professional telephone greeting important to guests a well as to colleagues? 為什么一個(gè)專業(yè)的電話問候?qū)τ诳腿撕屯峦瑯又匾?？b) What might the guest think about the hotel, if they experience a rushed sounding or impolite Guest Service Center? 如果客人遭遇到貿(mào)然的、不禮貌的客服中心，他可能怎樣評(píng)價(jià)酒店？c) Is it true you can hear a smile in a persons voice even when you cant see them? (Try) 試想你真的可以聽到一個(gè)人微笑的聲音，甚至當(dāng)你不能見他們？d) What do you think frustrates guests the most in relation to hotel telephone operators? 你認(rèn)為最破壞酒店與客人關(guān)系的總機(jī)是什么方式？e) How many rings should a ringing phone be answered in? 電話鈴聲響幾聲應(yīng)被應(yīng)答？2. What is the procedure for greeting an external voice? 問候一個(gè)外線電話的程序是什么？3. a) What is the procedure for greeting an internal guest? 問候內(nèi)線客人電話的程序是什么？b) Essentially, what is the difference between the two types of greeting? 基本上，這兩種類型的問候形式有什么不同？8. Why should I greet colleagues as politely as guests?為什么我們問候同事應(yīng)該像問候客人一樣禮貌？Now ask the Trainee to practice the whole task from start to end to test competency.現(xiàn)在開始對(duì)員工進(jìn)行該題目的整體練習(xí)并測(cè)試員工的接受能力。STANDARD OPERATING PROCEDUREWAKE UP CALL SERVICE FOR INDIVIDUAL GUESTS客人個(gè)人的叫醒服務(wù)Task Number: 題目編號(hào)GSC-0004Department: 部門Guest Service Center客服中心Date Issued: 頒布日期May 20082008年5月Guest Expectation: 客人期望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小時(shí)，一周七天的個(gè)人叫醒服務(wù)。叫醒服務(wù)必須被禮貌、準(zhǔn)確和最有效的處理。 Time to Train: 培訓(xùn)時(shí)長(zhǎng)20 minutes 20分鐘Why is this task important for you and our guests?為什么這個(gè)任務(wù)對(duì)于你和我們的客人如此重要？Answers: 回答：9. Guest can experience our efficient, courteous and accurate service. 客人可以體驗(yàn)我們高效、禮貌和準(zhǔn)確的服務(wù)。10. I understand the importance of the wake up call service.我理解叫醒服務(wù)的重要性。11. We will have highly satisfied Guests and our GSTS score will be to our satisfaction.我們會(huì)獲得很高的客人滿意度和GSTS分?jǐn)?shù)。WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS1) Receiving an order for a wake up call 接到一個(gè)叫醒要求Personal wake up call service must be available 24 hours a day, 7 days a week. All wake up call requests must be handled politely and accurately recorded. 個(gè)人叫醒服務(wù)必須一天24小時(shí)，一周七天提供。所有叫醒要求必須被禮貌和準(zhǔn)確的記錄下來。Answering standard:應(yīng)答標(biāo)準(zhǔn)： “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?？蛻舴?wù)中心，我是XXX，有什么可以幫您的？”Why must this service be provided 24 hours a day, 7days a week?為什么這項(xiàng)服務(wù)一天24小時(shí)，一周七天提供？DRILL LANGUAGE對(duì)話練習(xí)2) Listen and repeat 傾聽和重復(fù)Listen carefully and do not interrupt the guest.認(rèn)真傾聽并且不能打斷客人。Obtain the Wake up Call Time and repeat it to the guest.獲得叫醒時(shí)間并向客人重復(fù)。Why do I have to listen carefully? 我們?yōu)槭裁葱枰J(rèn)真傾聽？What would happen if I forget to wake up the guest?如果我忘了叫醒客人會(huì)發(fā)生什么？Why do we need to repeat the request?為什么需要重復(fù)客人的要求？3) Verify information核實(shí)信息Verify the guests name and room number through the data displayed on the console, the phone or when facing the guest directly.通過控制臺(tái)上顯示的數(shù)據(jù)或電話或者面對(duì)客人直接核實(shí)客人的姓名和房間號(hào)碼。Is it really necessary to do verify the details?真的有必要核實(shí)這些詳細(xì)信息嗎？4) Service advise (only for Club InterContinental guests)服務(wù)建議（只針對(duì)洲際酒店會(huì)員客人）Kindly advise “In-Room coffee and tea service” to Club InterContinental Guests and Suite guests only. 友好的建議為洲際酒店會(huì)員客人和住在套房的客人“提供送到房間的咖啡和茶服務(wù)”。Note the request on the wake up call sheet.在叫醒表上記錄下要求。Ask guest whether they need breakfast services; and introduce the time and location of the breakfast.詢問客人是否需要定早餐等服務(wù)，介紹自助早餐的時(shí)間和用餐地點(diǎn)。Why do we only serve the tea or coffee to Club InterContinental guests? 為什么我們只提供茶或咖啡給洲際酒店會(huì)員客人？WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS5) Distribution分發(fā)A copy of the Wake up Call Sheet must be distributed to Guest Relations at the Club lounge every morning before 6:30a.m.叫醒表的復(fù)印件必須在每天6:30am以前分發(fā)給行政酒廊客戶關(guān)系員。Why do I need to distribute the wake up call sheet to Guest Relation before 6:30am?為什么我需要在6:30am前分發(fā)叫醒表給客戶關(guān)系員？5) Action of wake up call叫醒的實(shí)施Wake up calls must be done manually at the specified time.叫醒服務(wù)必須在準(zhǔn)確的時(shí)間由人工完成。Greet the guest in a courteous and pleasant manner by saying: 用以下的禮貌用語和愉悅的方式問候客人：“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，這是您的叫醒電話，現(xiàn)在時(shí)間是早上XX點(diǎn)。您還需要第二次叫醒嗎？”We can provide the weather forecast and remind the guest pay attention to it when they out-going.叫醒的同時(shí)，我們可以提供當(dāng)天的天氣預(yù)報(bào)，提醒客人外出注意事項(xiàng)。According to the situations, we can ask guest if they need a second wake up call.可以視情況而定，詢問客人是否需要第二次叫醒。Why do I have to do a personal wake up call?我們?yōu)槭裁匆峁┤斯そ行?？Is it really necessary to advise the second wake up call?真的有必要建議第二次叫醒服務(wù)嗎？6) No guest response未應(yīng)答客人If the guest does not answer, proceed to the next room. Come back to this room later.如果客人沒有應(yīng)答，應(yīng)繼續(xù)進(jìn)行下一房間，一會(huì)再回到這個(gè)房間。What should I do if the guest does not answer?如果客人沒有應(yīng)答叫醒，我們應(yīng)怎么做？7) Action to “no response guests” “未應(yīng)答客人”的處理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. 回到未應(yīng)答客人的房間再試一下。如果仍未應(yīng)答，通知客房