1、TABLE OF CONTENTSPart OnePart 1?Welcome Letter From Director of Rooms Page 03?Departmental Organization Chart Page 04Part 2? Job description 1 GSC Manager Page 052 GSC SupervisorPage 063 GSC Shift LeaderPage 074 GSC AgentPage 08? Standard Operating Procedures5 Telephone EtiquettePage 096 Handling Wa2、ke Up CallsPage 157 Make A ReservationPage 188 Fax/Message DeliveryPage 229 Do Not Disturb RequestPage 2610 Confidential RequestPage 2711 Screen CallsPage 2812 Luggage CollectionPage 2913 Guest Request ItemsPage 3114 Room ChangePage 3315 Maintenance RequestPage 3616 Mini Bar PostingPage 3817 Weather3、 ForecastPage 4018 Long Distance Calls by Hotel StaffPage 4119 Handling Guest Complaint by PhonePage 4220 Handling Lost & Found ItemsPage 4521 Medical Assistance to In House GuestPage 48Part 3?Priority Club Reward Page 50Part 4? Acknowledgement letter by employeePage 53Dear team member,Firstly, a ve4、ry warm welcome to theXX Shenzhen as part of Front Office Department. Our key to success depends very much on your positive attitude, creative flair and eye to details. We are committed to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contributi5、on in Front Office Department will be greatly appreciated.真诚欢迎您加入XXXXXX假日酒店，成为酒店前厅部的成员。你们积极的工作态度，创造性的思维及细致周到的服务，将是我们取得成功的关键因素。我们激励员工通过不断的学习和培训，来丰富专业知识，改善服务技巧，提高劳动生产力，最终取得整体前厅部的成功。I wish you a pleasant and fruitful working experience at Front Office Department.祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。Yours truly,此致F6、RONT OFFICE ORGANIZATION CHARTJOB DESCRIPTIONJOB TITLE:Guest Service Center ManagerAREA/DEPARTMENT: Rooms Division / Front Office / Guest Service CenterREPORTS TO:DOR / ADOR / FOM / AFOMPOSITIONS SUPERVISED:Guest Service Center supervisor / Guest Service Center shift leader / Guest Service Center ag7、entJOB SCOPE:Manages Guest Service Center operations to ensure to provide highest service to guests. Keep smooth communication with concerned sections and departments. Key Responsibilities1Monitor day-to-day operation of Guest Service Center.2Directly report to Front Office Manager.3Perform any assi8、gnments delegated by FOM or AFOM.4Go through Guest Service Center logbook and handover book for follow-up action and delegated accordingly.5Monitor the room special arrangement for VIPs, PCR members or individual guests based on the daily activity report and brief to all GSC personnel.6Aware of the 9、room status of occupancy forecast and alert GSC personnel.7Always conduct training for GSC agents, uplift the morale and soothe the grievance of staff.8Perform all duties, other than the above as requested by the hotel, company policies.9Prepare Duty Roaster to ensure the adequate coverage of hotel 10、occupancy and control staff leaves.10Keep smooth communication with all relative sections and departments and review the working performance monthly for team rebuild.11Handle guest complaints with tact and diplomacy to avoid future irritation, contact with guest to maintain smooth relationship betwe11、en management and guests.12Share all points of communication issues, which can or may affect GSC personnel to provide high standard service to the guest on daily briefing or meeting of Rooms Division.JOB DESCRIPTIONJOB TITLE:Guest Service Center SupervisorAREA/DEPARTMENT: Rooms Division / Front Offi12、ce / Guest Service CenterREPORTS TO:Guest Service Center ManagerPOSITIONS SUPERVISED:Guest Service Center shift leader / Guest Service Center agentJOB SCOPE:Supervise Guest Service Center operations to ensure to provide the highest standard of service to guests. Be responsible for the operation of G13、uest Service Center in the absence of Guest Service Center manager. Key Responsibilities13Assist Guest Service Center manager in monitoring day-to-day operation with proper processing.14Be concerned with staff discipline and staff performance and help to develop skills for all staff within the secti14、on.15Ensure that all daily reports printed are filed accordingly in the respective files.16Contribute to overall operational efficiency by performing relevant duties as assigned.17Use your supervision skills effectively to encourage and motivate staff.18Monitor guest service personnel constantly, en15、suring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.19Provide guests with the most accurate and up-to-date information at all times.20Ensure efficient provision of an accurate record of telephone calls by supervising that all g16、uest requests are followed up accordingly.21Regularly conduct on job training for all GSC agents, uplift the morale and soothe the grievance of staff.22Keep the cleanliness and tidiness of working environment, and maintain all GSC agents appearance. Keep hygiene, good attitude and telephone manner, 17、and maintain adequate suppliers and stationeries for GSC office usage.23Reports unusual occurrences to GSC manager.JOB DESCRIPTIONJOB TITLE:Guest Service Center Shift LeaderAREA/DEPARTMENT: Rooms Division / Front Office / Guest Service CenterREPORTS TO:Guest Service Center Manager / SupervisorPOSITI18、ONS SUPERVISED:Guest Service Center agentJOB SCOPE:Assist the Guest Service Center supervisor in supervision of controlling and preparation of daily operation. Coordinate with all other sections and departments. Monitor all guests call in and follow up action to be taken by GSC agents properly with 19、satisfaction. Key Responsibilities24Assist the GSC supervisor to supervise the call-in and follow up action in the absence of GSC supervisor.25Having a positive attitude towards work, be self-disciplined and self-motivated, set a good working example for all sub-ordinates.26Be concerned with staff d20、iscipline and staff performance and help to develop skills for all staff within the section.27Contribute to overall operational efficiency by performing relevant duties as assigned.28Assist the GSC supervisor on monitoring guest service personnel constantly; ensuring that at all times maximum guest 21、satisfaction is being achieved through guest recognition and prompt cordial attention.29Enforces rules and regulations set up for the department.30Reports unusual occurrences to GSC supervisor timely.31Provide services and information to guest that is the most accurate and up to date possible, and i22、s delivered to the guest in the most meaningful way.32Assist the GSC supervisor in training staff and remind them on common errors, especially through on job training.33To be ready and responsible to perform any other duties as designated or required by management from time to time.JOB DESCRIPTIONJO23、B TITLE:Guest Service Center AgentAREA/DEPARTMENT: Rooms Division / Front Office / Guest Service CenterREPORTS TO:Guest Service Center Manager / Supervisor / Shift LeaderPOSITIONS SUPERVISED:NilJOB SCOPE:Responsible of establishing and maintaining a good and professional relationship with all guests24、, as well as, liaise between the guests and hotel management, including all other departments, ensuring a high standard of efficient and effective guest service is maintained. Likewise, call-in and follow up action taken according to the standard operation procedure. Key Responsibilities34Responsibl25、e for ensuring that clear and constant communication line is kept with all staff, areas and hotel department.35To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the hotel.36To ensure all guests are provided with an efficien26、t operator service as required.37To ensure all guest queries, inquiries and requests are attended to in a helpful and professional, yet warm and friendly manner.38To ensure have a complete and thorough knowledge of the outlets of the hotel, the operation hours and scope of services that they provide27、.39To identify any faults that occur on Guest Service Center equipment at anytime whilst you are on duty, contact the supervisor on duty and report the fault directly to the GSC manager.40To be completely aware of the fire and emergency procedures of the hotel and your responsibilities in an emergen28、cy.41To ensure at all times that personal presentation is immaculate, your uniform or work clothes are in line with relevant Front Office, and hotel uniform.42Responsible for the general cleanliness of the working area.SUBJECT: TELEPHONE ETIQUETTE 电话礼仪.Policy 政策To ensure a consistent standard of han29、dling incoming calls to leave callers a good impression.确保转接电话的连贯性，给打电话的客人留下良好的印象。Procedures 程序 It s the policy of the hotel that we should always answering the telephones in a consistently manner.我们酒店的政策是在任何情况下，不论是内部电话还是外线电话，都要保持接听所有电话的连贯性。 Tips and Techniques for Receiving a Telephone Call 接听电话的要点30、和技巧2 Know your telephone system, in particular: 熟悉电话接听系统，尤其要注意：oIdentify the external calls and Internal calls first 首先辨别外线电话和内线电话3 External calls: two short rings 外线电话：两声短铃音4 Internal calls: one long ring 内线电话：一声长铃音oHow to put the caller on hold 怎样使来电者等待oHow to transfer a call 怎样转接电话oHow to pick up31、 others call by your own phone 怎样使用自己电话接听对方电话5 Get organized: 有条不紊oHave a pen and paper handy to take notes or a message 使用手头的笔和纸记录和留言6 Answer the telephone promptly within three rings 迅速回答电话 三声之内接听2 Start each telephone call by polite greeting, saying your department/ company, your name.接听电话，首先要使用礼32、貌问候，报上你所在部门 / 公司名称，你的姓名。Standard phrases to use: 标准用语2. Guest Service Center 客户服务中心: External Calls 外线电话: Greeting +Crowne Plaza Shenzhen 您好, XXXXXX假日酒店 E.g.: Good morning,XX Shenzhen 您好, XXXXXX假日酒店 Internal Calls from Rooms 来自客房的内线电话: Greeting +Department / Section + Name + How may I help you E.g.:33、 Good morning, Guest Service Center, Lucy speaking, how may I help you? 您好，客户服务中心 Internal Calls from Departments 来自部门的内线电话: Greeting + Name + May I help you E.g.: Good morning, Lucys speaking, How may I help you?3. Departments 其它部门: DID Calls外线电话: Greeting +Department / Section + Name + How may I h34、elp you?E.g.: Good morning, Human Resources, Vivien speaking. How may I help you? Internal Calls 内线电话: Greeting + Name + How may I help you?E.g.: Good morning, Vivien speaking. How may I help you?Professional Telephone Behavior Standards to aim for 专业电话接听礼仪行为 标准During the Call1 Use Guests Name at le35、ast two times养成尊称客人姓氏的习惯 In answering call and in conversations 在接听电话或与客人对话中: Use the Guests name-it makes a BIG difference. 尊称客人姓氏会带来很大的益处1 Demonstrate that you are listening by making “continuity noises” such as “um”, “yes”, “really”, “OK”在聆听电话过程中使用“连续性的声音”，如“嗯”、“是的”、“真的”2 Concentrate dont be temp36、ted to do two things at once. Give the telephone conversation your undivided attention集中注意力 不要一心二用。集中精力进行接听电话。3 Err on the side of being helpful volunteer help, dont wait to be asked.对方需要被帮助 主动帮助，不要等待被询问。3 Treat every call as your call, and take responsibility for it.对待每个电话就向对待你的电话一样，并对每个电话负责。4 If a37、n incoming call is not convenient, explain why and take the name and number of the caller and offer to phone back.如果来电不方便谈话，解释原因和留下对方的姓氏和电话号码，并主动致电。5 If you are answering a call on someone elses behalf: 如果你正在接听他人的电话：oNever admit you dont know where they are 不o要说出你不o知道他们在哪？oIf they are not available 38、promptly, offer to help or take a message 如果他们此时不o在，o主动提供帮助或留言oOffer to call back, or suggest a time when the person is likely to be available主动回电，或建议一个他/她可能的接听时间。Standard phrases to use: 标准用语1. Transferring Calls 转电话 If caller requests for transfer, say如果来电者要求转电话，说： “Certainly, allow me to transfer39、 your call to the ( ).May I place you on hold?” Wait for the caller to say “Yes”. “好的，我将把您的来电转给( )，请稍等片刻好吗？”待来电者答应之后再转电话2. When The extension is engaged 当被转接分机占线时 “Thank you for holding, Mr. Tan is still on the line. Would you like to leave a message or call back later?”“感谢您的等候，谭小姐现在在讲电话。请问您需要留言还是稍后40、再打？”3. When The Extension Does not be Answered 当被转接分机无人接听时 “Thank you for holding, Im afraid Mr. Tan is not available right now. Would you like to leave a message or call back later?” “感谢您的等候，恐怕谭小姐现在暂时不在。请问您是需要留言还是稍后再打？”4. Ending A Call 结束电话 When you finish a call, say.当要结束电话时，说： “Thank you for call41、ing, Have a nice day.” “谢谢来电，再见“5. Crowne Plaza Shenzhen Words To Use 经常在电话中使用以下表达 In your conversations, use words like： “Certainly” “My pleasure” “Have a nice day” “Thank you for calling”Professional Telephone Behavior Standards to aim for 专业电话接听礼仪行为 标准 When taking a message, include: 当留言时，留言内容包括：42、2 Customers name 客人的名字3 Room number 房号4 Callers name 致电者姓名5 Company 公司名称6 Telephone number and extension 电话号码和分机7 Message in full 留言内容要完整8 Indication of its urgency 紧急内容要表明9 Your name 你的姓名10 Date and time of message 留言日期和时间Remark: Write clearly and ensure the message is received 字迹清晰，确保留言被收到 Ensure 43、your action what has been agreed with the caller 确保你的行动被来电者同意Standard phrases to use:Sir/Madam, may I have your name, please?先生/小姐，请问您贵姓？Mr./Ms._, may I have your message, please?_先生/小姐，请问您的留言内容？Mr./Ms._, may I have your contact number, please?_先生/小姐，请问您的联系电话？Mr./Ms._, please let me repeat your mess44、age_, is that correct?_先生/小姐，我重复一下您的留言，您的留言是_。Thank you for calling.感谢您的来电TEN “MOST ABUSED”SKILLS 十项“不适当”的情况:Its bad 不应该Its good 应该Answering hello or _dept. Thats all!接电话时仅说“喂” 或“_部门”就完了Always keep greeting standard必须保持使用标准问候用语Answering he/she is not around.Thats all!.仅回答来电者 “她/他不在”就完了Suggest the ca45、ller call back later or leave a message建议来电者稍后在致电或留言Using excuses to avoid being helpful such as I dont work in this department.用一些借口逃避提供帮助，如“我不在这个部门工作”Treat every call as your call, and take responsibility for it.对待每个电话就向对待你的电话一样，并对每个电话负责Its bad 不应该Its good 应该Speaking too softly, too quickly.声音太细，太46、软，太弱，说得太快The tone of your voice should be clear, soft and in a natural voice.保持语音的甜美、清晰、温柔并且自然。Asking to hold on while I get pen, paper, etc让来电者“等一下，我拿支笔，拿张纸”Always have pen and paper on hand纸和笔随时准备在手Demonstrate that you are listening by making “continuity noises” such as “um”, “yes”, “really”, “OK”47、在聆听电话过程中使用“连续性的声音”，如“嗯”、“是的”、“真的”Give the telephone conversation your undivided attention and keep telephone manner.仔细聆听，使用礼貌用语Placing the caller on hold and not checking back.让来电者在线上等待但没有核实是否有结果Keep to contact with guest on 15 seconds basis and thanks the guest for waiting保持每隔15秒与客人跟进并感谢客人等候Languag48、e abuses.语言表达不当Use the magic words during the conversations like: Certainly, Thank you, My pleasure在通话过程中始终使用礼貌用语Not keeping follow-up promises.没有对承诺进行跟进Always keep follow up to fulfill the guests needs, and ensure satisfy the guest.始终保持跟进，确保客人对我们的服务满意Taking incomplete messages.留言不完整Ensure take a co49、mpletely and correct messagefor both internal and external guests.确保留言内容完整无误 SUBJECT: HANDLING GUEST WAKE UP CALLS 电话叫醒服务.Policy 政策Its the policy of our hotel to provide an efficient and accurate wake-up service for all in house guests. To achieve guest satisfaction through a personalized wake up se50、rvice.我们酒店的政策是对所有住店客人提供快捷且准确的叫醒服务。通过个人叫醒服务获得客人的满意。Procedures 程序 2. Preparation 准备Get ready with wake up call sheet and ball pen on the hand 准备好笔和叫醒服务记录表3. Answering the call 接听电话Answer the call within 3 rings by saying: “Good evening, Guest Service Center, Sandra speaking, Mr./Mrs. XX, how may I hel51、p you?”三声内接起电话：“晚上好，服务中心，我是Sandra , XX先生/小姐，有什么可以帮到您4. Listening. 倾听Listen attentively and do not interrupt the guest. 专心倾听, 不中断客人的讲话6. Repeat 复述a)Speak clearly to the guest for the time required, the guest name and room number which display on the screen of console. “Yes, Mr./Mrs. XX, you wish a wa52、ke up call at time for room number. Is it right? Is there anything else I can do for you?” 清晰地复b)述客人要求的叫醒时间，c)并且从话务台显示屏看到客人的房号和姓名d)：“是的，e)XX 先生/小姐，f)您的叫醒时间是 ，g)您的房号是 ，h)请问正确吗？请问您还有什么需要我们帮忙吗？”i)Take down the details on the wake up call sheet after confirmed with the guest 与客人确认后，详细地记录在叫醒服务记录表上。7. End53、 of the call 结束电话Say: “Thank you for calling, good night.” at the end of the conversation.与客人会话后说：谢谢来电，祝您晚安！6Update the time in the Console immediately for the guest 马上在话务台设置客人的叫醒时间7. Record 记录Transfer the wake up call details record to log book 将叫醒服务记录表准确无误地统计在叫醒总结记录本上。Details as following: 细节如下：4 54、Guest room number/folio number 客人房号/确认号5 Wake up call time 叫醒时间Note: For the in-house VIP guests, we must offer personally wake up call to them. Say: “ Good morning, Mr./Mrs. XX. This is your 6:30 morning call. Today the temperature is XXX. We wish you will have a nice day.” 备注：如果是VIP叫醒，我们必须提供人工叫醒服务55、，：“早上好，XXX 先生/小姐，这是您6：30分的叫醒服务，今天的天气是 ，祝你一天愉快。8. Advance and permanent wake up call request 长期叫醒服务If a guest wishes to have a wake up call for a number of days, record in the logbook & white board, update it daily. 如果客人需要一个长期的叫醒，我们将记录在交班本或白板，并且每天按客人要求的时间做好。9. Nightshift GSC agents need to double che56、ck the wake-up call record and the system, ensure all the wake-up call time is accurate. 夜班服务中心人员必须重新核对客人的叫醒服务记录，确保提供准确无误的叫醒服务给住店客人。10. Group wake-up call service 团队叫醒 GSC agent will double confirm the group room number and wake-up call time with receptionist and night shift AM, make sure all the gr57、oup rooms wake-up call are correct. Update the system room by room. Next morning shift GSC agent will be brief for the group wake-up call service. 服务中心人员将与夜班接待员及大堂经理核实团队房号及叫醒时间，确保准确无误。并将团队信息传达给第二天早班员工。SUBJECT: MAKE A RESERVATION 电话预订客房Policy 政策Actuality of reservation is very important, it can help 58、to control room inventory, and also affect guests checking in experience. When GSC Agent makes a reservation for guest, the following procedure should be done. 一个预订是很重要的，它能帮助控制房间的销售状况，也会影响客人入住的体验，当服务中心的员工为客人做预订时，程序如下：Procedures 程序1. Telephone was answered within 3 rings. 三声内接起电话：2. Greet guest. 问候客人59、“Good morning,XX Shenzhen, 你好, XXXXXX假日酒店?”3. Confirm checking in and checkout date. Check room inventory.确认入住和退房的日期，查看房间可售表Guest: “I want to make a reservation.” 客人：我想预订一个房间Staff: “How may I address you, sir?” 员工：先生请问怎么称呼您？Guest: “This is Steven Brown.” 客人：我是史迪文.布莱恩Staff: “Mr. Brown, are you our Pr60、iority Club member?” 员工：布莱恩先生，请问您是我们的会员吗？Staff: “Did you stay in our hotel before? And may I have you check in and check out date.”员工：请问您以前住过我们酒店吗？能知道您入住的日期和离店的日期吗？(Ask whether guest is return guest, in order to find out which price has been offered before and also guests preference 询问客人是否是回头客，是为了方便61、了解客人喜欢房间的类型和以前的房价.)Guest: “Check in on XXX and check out on XXX.” 客人：“入住时间是-退房时间是-(GSC Agent must listen carefully about checking in and checkout date. Then check room inventory properly.服务中心员工须仔细倾听客人入住和退房的日期，并查看房间明细表)If no room available, 如果没有房时Staff: “Sorry, Mr. Brown hotel is fully booked on XXX.62、 Would you like me to put your reservation in waiting list or would you like me to recommend another hotel for you?” 员工：不好意思，布莱恩先生，我们酒店在XXX满房，您是否愿意将您的预订放在酒店等候名单中，或者为您推荐其它的酒店(Remember: PCR platinum members booking is 72 hours guarantee booking.”白金卡会员的预订是72小时担保预订，)If guest would like you to put his re63、servation in waiting list, the reservation details should be taken down. 如果客人愿意将预订放在等候名单中，我们将详细记下客人的预订资料。4. Recommend room and quote price. 介绍房间和提供房价资料。If rooms are available, 如果有房间Staff: “Mr. Brown, will you travel alone?” 员工：“布莱恩先生，您是单独一个人旅行吗？(Ask this question, in order to recommend proper room t64、ype according to guest needs.If travel with family, deluxe room above category should be recommended. 问这个问题是为了根据客人的需要介绍适当的房型给客人，如果是和家人一起旅行，须介绍毫华房以上类型的房间)Staff: “We have superior room, deluxe room and suite, which kind of room would you prefer?” 员工：我们有高级房，豪华房，还有套房，请问您喜欢哪种类型的房间呢？(To be ready for being65、 asked difference between different room category and selling price. Dont forget upselling.) 随时为客人提供不同的房间类型及价格，并记得向客人推荐更高等级的客房。6. Make reservation in system. 在电脑系统里做预订，(Double confirm the spelling of guests name, ensure its correct.再次确认客人姓名的拼写，确保正确无误)7. Guarantee booking and obtain contact number. 担66、保预订和联系号码Staff: “Mr. Brown, may I have your checking in time?” 员工：布莱恩先生，可以知道您到店的时间吗？Staff: “Mr. Brown, may I suggest you to guarantee your booking, as hotel occupancy is high on XXX.”员工：“布莱恩先生，我建议您担保您的预订，酒店在-时间住房率比较高(Explain meaning of guarantee booking. 说明担保预订的含意)Staff: “Mr. Brown, your booking is g67、uaranteed, if you are no-show on XXX, one night room rate will be charged to your credit card as penalty. If you would like to change your reservation, hotel should be informed 24 hours in advance.”员工：布莱恩先生，您的预订已经担保了，如果您在XXX没能来入住，我们将在您的信用卡中收取您一晚房费，如果您要更改您的预订请提前24小时通知我们。Staff: “May I have your contac68、t number, Mr. Brown?” 员工：“布莱恩先生，可以知道您的联系方式吗9. Offer transportation service. 提供交通服务Staff: “By the way, Mr. Brown, would you like us to arrange pick up service for you?” 员工：布莱恩先生，顺便问一下您是否需要我们为您安排接送服务呢？Staff: “For the transportation service, fax and credit card guarantee are required. Once we received 69、your fax, our Concierge will contact you for arrangement.” 员工：接送服务是需要传真和信用卡担保的，我们收到您的传真后，礼宾部同事会尽快回复您。10. Close selling.(Repeat guests reservation 重复客人的预订.)Staff: “Mr. Brown, may I repeat your reservation details. You will be checking in on XXX, and checking out on XXX. Non-smoking and king bedded de70、luxe room for you. The price is RMBXXX per night including daily breakfast. No transportation requirement. The confirmation number is XXX RMBXXX.”员工：布莱恩先生我可以重复一个您预订的详细情况吗？您将在XXX入住，您的退房日期是XXX，您定的是豪华房一张大床不吸烟的房间。价格是人民币XXX一个晚上，每天含一个免费早餐，不需要接车服务，您的预房确认号码是XXX(Provide hotel address: Our hotel is located in71、 Overseas Chinese Town, opposite to Window Of The World提供酒店的地址：我们酒店的位置在华侨城，世界之窗的对面.)11. Thanks for the reservation.Staff: “Thank you for choosingXX Shenzhen, Mr. Brown.”员工：布莱恩先生，感谢您选择XXXXXX假日酒店。SUBJECT: FAX/MESSAGE DELIVERYPURPOSE 目的The purpose of this procedure is to ensure that the proper steps ar72、e taken when delivery fax and message to guest or internal department.为了更好地确保客人能够及时地收到传真和留言，特设定相应地步骤去执行。PROCEDURE 步骤1. Receive the fax 收到传真-Check the fax machine once you notice the incoming fax signal.一听到传真信号的声音，就须有查传真机的反应。-Count the total No. of pages. 细数传真的页数。2. Sort out all incoming faxes and se73、parate the faxes.把收到的传真分门别类。3. Make sure review the fax carefully in case any wrong sending.仔细阅读并核对传真，谨防送错。Guest 客人-All the fax & message received must double check with the computer to make sure we do not send them to the wrong room 在收到所有的传真和留言后，都需反复核对，确保不要误送错房间。-Check the name print on fax should 74、tally with the name in LANmark.客人的名字需和LANmark系统的名字一致。-If any fax whose receiver could not be identified, report to supervisor or manager to handle it.如果传真不容易辨别是传给哪一个客人，需及时报告主管或经理让他们去处理。In-house guest: 入住客人：1) Check the name and fill in the guest incoming fax control sheet.查找客人并做登记。Control sheet item75、: 登记要素：a)Date 日期b)Time 时间c)Room number 房号d)Guest name 客人姓名e)f)Fax number 传真号码g)No. of pages 页数h)GSC Agent 收件人i)Inform to 被通知人j)Inform time 通知时间k)Bell name and taken time 行李生名l)字和接收时间m)Remark 备n)注2) Fill in the guest name and room number on the fax envelope with printed. Inform concierge to send the 76、fax. If guest will c/o on day, please printed “urgent” stamp on it. And call guest room to inform guest, there is a fax coming in, and we will deliver it within 5 minutes.在信封上填写客人姓名和房间号码并通知礼宾部。如果客人是当天离店的话，需在信封盖上“URGENT”并同时打电话给客人告之有传真,会在5分钟内送去房间。For guest arrival: 将到店客人：1) If the guest will arrive in77、 few days, write down the information on the incoming control sheet “remark” and highlight it, and fill in the fax envelope and write exact C/I date and folio no, file them by date.如果客人将要到店，需在传真登记表的备注里和信封上标明准确的入住日期和确认号，并用荧光笔在传真登记表划上以做强调。2) Write the “there is a fax in GSC upon C/I please inform GSC”78、 in the addition remarks.在电脑系统里的补充备注中输入“there is a fax in GSC upon C/I please inform GSC”。No show and the guest C/O:有预定但未来入住的客人或客人已离店。1 send it back immediately regarding to the original fax number with “dear sir/madam, this guest didnt come last time/has already checked out.”立即将传真按原号码传回，并注明客人“没来或已退79、房” 的字样。If there is no fax number:a) write down the information on the incoming control sheet “remark” with “no show or c/o” 在传真登记表的备注里和信封上标明“NO SHOW OR C/O” 的字样和确认号，并用荧光笔在传真登记表划上以做强调。b) Keep the fax for a week in case the guest come back and ask for it.传真将会被保留一周以便领取。Internal 内部1.Receive the fax & me80、ssage. 收到传真和留言。-All the fax & message received must double check to make sure we do not send them to the wrong department. 在收到所有的传真和留言后，都需反复核对，确保不要误送错房间。-Check the name and fill in the office incoming fax control sheet. 查找有关信息并做登记。Control sheet item:登记要素o)Date 日期p)Receiving time 接收时间q)Departmental n81、ame 部门名r)称s)Receiver name 收件人t)Fax number传真号码u)No. Of pages 页数v)GSC Agent 登记人w)Inform to 被通知人x)Inform time 通知时间y)Taken by and taken time 取件人及取件时间z)Remark 备aa)注2.Delivery the fax & message 发送传真和留言-During office hour from 09:00 to 18:00, Guest Service center should pass the fax to concierge within 5 m82、inutes after receiving the fax then call the relevant people or the relevant department head secretary to pick up the fax from Concierge. Concierge should ask the relevant people to sign on the Fax Hand Over Book with the exact time, date and name.-在办公室运作时间段（09：00 至18：00），-服-务中心收到酒店内部传真需在5分钟内将传真转交至礼83、宾部，-随即通知相关人员及时到礼宾领取传真。礼宾部需让取件人于传真登记表上签收名-字，-时间和日期。-After 6:00pm and holiday we will send fax & message to department pigeonhole, if the fax is written by urgent, printed “urgent” stamp on it. And GSC will call the relevant people and confirm with them that the fax we can send to pigeonhole.-在晚上18：0084、以后或节假日，-行李生会把传真放进有关部门的小信箱，-但是如果传真上有写“紧急”的字样，-服-务中心需盖上“URGENT”章，-并打电话给有关人员询问是否紧急，-再决定是放进小信箱还是作其它处理。4. Record 登记The bell staff who delivered the fax or message must be properly recorded down the name and the exact time in the Concierge movement control sheet with relevant people or department. Faxes &85、 messages are not allowed to be kept at the concierge desk or GSC more than 5 minutes 当行李生送传真时，需填写名字和准确时间在礼宾部传真登记本中。 任何传真和留言都不允许停留在礼宾部或服务中心超过5分钟。SUBJECT: Do Not Disturb request 请勿打扰服务Policy 政策A guest room telephone can be flagged as DND for any period requested. The GSC staff must verify their actio86、n taken as the guest requested. Messages can be taken while this procedure is in effect.任何时间，在客人要求下，可为其设定“请勿打扰”功能。但必须明确是客人本人的要求。在“请勿打扰”状态下，应为客人做留言。Procedure 程序1. Note the guests room number and name who wished to remain in the room undisturbed.记录下需要作“请勿打扰”服务的客人姓名和房号。2. Check with the guest if they w87、ish to be undisturbed for a certain time period.询问客人是否只需要一段时间的“请勿打扰”。3. The GSC staff must verify their action taken as the following phrase:服务中心员工应用以下语气询问客人：“May I know what should I do if there are urgent calls or long distance calls, and how can I explain to the guest?”请问如果有紧急电话或长途，我们应该怎样对来电客人解释呢88、？4. Set up the DND via the switchboard.通过交换机设置“请勿打扰“状态。5. Mark with “D” next to the guest name in LANmark system.在电脑系统上，客人姓名后面标上“D”6. Write the details of the DND on the notice board and logbook.在交班本和白板上记录细节。SUBJECT: Confidential request 请求保密服务Policy 政策Guests will have the option to remain totally p89、rivate and undisturbed during their stay with us, the Guest Service Center must deny all knowledge of the guest, which enables the guest to stay “incognitos”.客人在住店期间，为了保护自己的隐私生活不受干扰，可以要求客户服务中心不向外界透露任何相关的信息。Procedure 程序7. Note the guests room number and name who wished to keep confidential service.记录90、下需要作“请求保密”服务的客人姓名和房号。8. Check with the guest if they wish to keep confidential for a certain period.询问客人是否只需要一段时间的“请求保密”。9. If asked by outside callers, deny knowledge of guest by saying that we do not have any in-house (or reservation) by this name as the following phrase “I am sorry, we do not hav91、e a listing under that name, thank you for calling.”如果有人从店外电话询问客人的信息，应用以下的语气告诉来电者：“非常抱歉，但我们确实找不到您所说的客人资料，感谢您的来电”10. Set up the Confidential via the switchboard.通过交换机设置“请求保密”状态。11. Mark with “I” next to the guest name in LANmark system.在电脑系统上，客人姓名后面标上“I”12. Write the details of the Confidential reque92、st on the notice board and logbook.在交班本和白板上记录细节。SUBJECT: Screen Calls 电话过滤服务Policy 政策A guest room telephone can be flagged as Screen Call for any period requested. The GSC staff must verify their action taken as the guest requested. 任何时间，在客人要求下，可为其设定“电话过滤”功能。但必须明确是客人本人的要求。Procedure 步骤13. Note the gu93、ests room number and name who wished to screen the calls.记录下需要作“电话过滤”服务的客人姓名和房号。14. Check with the guest if they wish to screen the calls for a certain time period.询问客人是否只需要一段时间的“电话过滤”。3. Any outside call we need to obtain the callers information such as the callers name and company, well put throug94、h the call to the in-house guest room after the guest agree to pick up the phone.任何外线需要转入客人房间，我们都要问清楚来电者姓名，在将电话转接前先征求客人的意见是否愿意接听。4. Set up the Screen Call via the switchboard.通过交换机设置“电话过滤”状态。5. Mark with “S” next to the guest name in LANmark system.在电脑系统上，客人姓名后面标上“S”6. Write the details of the scree95、n request on the notice board and logbook.在交班本和白板上记录细节。7. Its the hotel policy that Guest Service Center personnel will screen all the outside calls for the in-house guests from 22:00 to 07:00 every day.我们酒店要求每天晚上10点至次日早上7点，客户服务中心人员为所有的住店客人过滤电话。SUBJECT: LUGGAGE COLLECTION 行李提取和递送Policy 政策To offer th96、e efficient service and satisfy the guest. 为了向客人提供更为迅速有效的服务。Procedure程序When a call comes into the service center with regards to luggage, the following has to asked:当客服中心接到关于行李的电话，我们须按以下步骤询问客人Luggage collection 行李的提取1. Greeting the guests 问候客人Pick up the phone within 3 rings with smile by saying: “G97、ood morning, Mr./Mrs. XX, Guest Service Center, Sandra speaking, how may I help you?”用愉悦的声音在三响之内接听客人 的电话 : “早上好, XX/先生/小姐, 我是XX.,有什么可以帮到您?2. Ask the guest how many pieces are to be picked up. 询问客人有多少件行李Saying: “How many pieces of luggage do you have, Mr./Mrs. XX?”XX/先生/小姐,请问您有多少件行李?4. Repeat 复述5. En98、sure 确认Inform the guest that you will send a bellboy within 5 minutes by saying: “I will send a bellman to your room in 5 minutes. Mr./Mrs. XX.”通知客人行李生将会在五分钟内到其房间: “XX/先生/小姐,行李生五分钟内到您的房间为您服务”.6. Ending 结束电话Before you hang up the call greet the guest by saying: “Mr./Mrs. XX, have a pleasant day and t99、hank you for calling.”结束电话要跟客人说: “XX/先生/小姐,祝您住店愉快感谢您的来电.”7. Inform Concierge 通知礼宾部Inform concierge to pick up luggage. Make sure pass the correct number of luggage and room number通知礼宾部取行李, 确保传达正确的行李件数和房号.Luggage delivery 行李的递送1. Greeting the guest 问候客人Pick up the phone within 3 rings with smile by s100、aying: “Good morning, Mr./Mrs. XX, Guest Service Center, Sandra speaking, how may I help you?”用愉悦的声音在三响之内接听客人 的电话 : “早上好, XX/先生/小姐, 我是XX.,有什么可以帮到您?2. Ask the guest how many pieces are to be sent up 询问客人有多少件行李要送到房间Saying: “How many pieces of luggage do you have, Mr./Mrs. XX?”XX/先生/小姐,请问您有多少件行李?3. Ask101、 the guest to describe the luggage to you 请客人描述行李的特征Saying: “Which brand of the luggage, and how does your luggage looks like and what color is it?”“请问您的行李是怎么样的，什么颜色?”4. Inquirer if the guest has any luggage tag and what is the serial number if the guest has it询问客人是否有行李寄存牌及牌号是多少Saying: “Did you rece102、ive any luggage tag upon check in?”If he has a luggage tag, obtain the serial number by saying: “Could you please tell me the serial number?”“请问您在入住前有没有收到行李寄存牌?” 如果他有， “请问您的行李牌号码是多少?”5. Apologize for the delay of his/her luggage 对延误递送他/她的行李表示抱歉Saying: “Im sorry for the delay of your luggage delivery103、.”“对您行李递送的延误我们深感歉意.”6. Follow luggage delivery 跟进行李的递送Saying: “Ill send it to your room within 5 minutes after we double confirm with our concierge department” Check with concierge to monitor the luggage delivery“ 当我们与礼宾部同事核实后，会在五分钟内将行李送到您的房间”与礼宾部确认并跟进行李的递送.”SUBJECT: Guest Request Items 出借物品给客人Polic104、y 政策Its the policy of the hotel that efficient service and an accurate record of guests request items should be well maintained at all times.规定出借给客人的物品必须始终保持完好并提供快捷服务和做好精确记录。Procedure 程序15. Receive a call for a guest request item, GSC staff should log in the Guest Request Tracking Sheet, inform the 105、room attendant to deliver by walkie talkie immediately.接到客人打电话要求借用某项物品，服务中心人员应记录在客人需求跟进表上，并马上用对讲机通知楼层服务员。16. Courtesy call should be made within 10 minutes after we double confirm with the room attendant, ensure the guest have the item and satisfy with our service. If we fail to contact with guest, 106、we could contact with the room attendant by walkie talkie to make sure we fulfill the guest request.要求在10分钟内打电话与客人确认，已经收到物品及满意我们的服务。若客人不在房间，可再次用对讲机呼服务员，确保已经完成客人的需求。17. For the items not able to offer, GSC staff should inform the GSC manager or AM for further action. For items offered but not found, 107、GSC staff tries to locate the item and informs the HSKP supervisor or duty Housekeeper for appropriate action.凡是客人要求出借的物品是酒店不能提供的，服务中心员工应通知客服经理或大堂经理等候指示。如果客人要求的物品是酒店提供的，但一时无法提供，服务中心员工应努力联系相关人员寻找并通知客房部主管或当值管家以便适当处理。18. Guest request items include the followings:提供给客人的物品如下：a)Adapter 多用插头b)Extra blanke108、ts 备c)用毛毯d)Extra Pillows 备e)用枕头f)Flower vase 花瓶g)Hanger 衣架h)Heater 电暖器i)Rollaway bed 折叠床j)Baby cot 婴儿床k)Transformer 变压器l)Iron & iron board 熨斗和熨板m)Internet line 网线n)Fruit plate 果盘o)Extra bathroom amenities 卫生间洗浴用品(no more than 3 sets otherwise well charge the guest. 最多不p)超过3套用品，q)否则将会收费)r)Bedside sho109、pping items but need to charge 公私兼顾物品，s)但是收费的SUBJECT: Room Change 客人换房需求Policy 政策To satisfy the guest stay and meet the guest needs for his/her preferred room categories.为了满足客人在住店期间对房型的需求。Procedure 程序Two kinds of room change: live move and dead move.两种类型的换房：LIVE MOVE 和 DEAD MOVE。Live move-change of 110、room with guests presence.Live move 是更换房间时客人在场Dead move-change of room without guests presence.Dead move 是更换房间时客人不在场How to arrange room change: 该如何安排房间的更换：a)Identify guests need.识别客人的需要。b)Reach agreement with guest. It is possible call GRO show room to the guest first.与客人达成协议。尽可能在换房前安排客人看房。c)Confirm111、 rate, date and time of room change.确认换房的房价，日期和时间。d)Confirm type of room change, live or dead move.确认房价更换的类型，LIVE MOVE或 DEAD MOVE。1.Live move换房时客人在场a)Confirm room is vacant clean and ready.确定房间是干净的空房并处于可卖房状态。b)Confirm guest is in room at appointed time.在约定的时间确定客人在房。c)Raise “Room/Rate Change Form”.填写112、“房间/ 房价更换登记卡”。d)Inform receptionist prepare new key folder and issue new room key.准备新的欢迎卡和房卡。e)Receptionist will pass the form, room key and folder to Concierge, and ask the bellboy to sign on the form.将换房登记表，房卡和欢迎卡交由礼宾部，并且获取行李员在换房登记表上的签字。f)Inform HSKP and reception about room change.将有关房间的更换告知客房部和前113、台。g)Update computer record of room change/rate change.在电脑中更新房号及房价。h)When room change is physically done, bellboy will return the original form and distribute the copies to HSKP, Concierge and reception. 当换房结束后，行李生将会按照要求分配相应的表格给客房部，礼宾部和前台。2.Dead move换房时客人不在场a)Confirm with guest the room change will b114、e done without guests presence.和客人确认我们会在客人不在房间的情况下为其换房。b)Remind guest to full pack his/her baggage and clear safety box before leaving hotel.提醒客人在离开酒店前将行李收拾好并将保险柜中的物品清空。c)Raise “Room/Rate Change Form” and mark down “Dead Move” on the form.填写“房间/房价更换登记表”并注写”DEAD MOVE”。d)At appointed interval of time,115、 check with HSKP if baggage in room is fully packed.在预定的换房时间，同客房部确认房间的行李已经收拾妥当。e)Inform receptionist prepare new key and folder, put in basket at Front Desk for guests collection after coming back.准备新的房卡和欢迎卡，置于前台指定的篮中，以便客人回来后获取房卡和欢迎卡。f)Time stamp the “Room/Rate Change Form”.在“房间/房价更换登记表” 上打印时间。g)Pas116、s the form to Assistant Manager for dead move.将表格交给大堂经理。h)Inform HSKP and reception about room change.将有关房间的更新告知客户部和前台。i)Update computer record of room change/rate change.在电脑中更新房号及房价。j)Bellboy will move guests baggage in presence of Assistant Manager and Security Supervisor.行李生将在大堂经理及保安主管在场的情况下为客人搬运117、行李。k)When room change is physically done, bellboy will return the original form and distribute the copies to HSKP, Concierge and reception.当换房结束后，行李生将会按照要求分配相应的表格给客户部，礼宾部和前台。SUBJECT: Maintenance Requests 客房维修问题Policy 政策Ensure any maintenance request from guest room will be solved as soon as possible118、, ensure the facilities in guest room are keep in good condition.确保所有客房的工程问题得到尽快的解决，并维持客房设施保持良好的状况。Procedure 程序1. Receive guest call asking for maintenance request. 接到客人电话有关客房出现工程问题Saying: “Good morning, Mr./Mrs. XX, Sandra speaking, how may I help you?”2. Ask for guest needs 了解客人的需求Listen carefully119、 and take notes in the logbook: 仔细聆听并将要点记录在交班本上4 Date & time reported 报告日期及时间5 Room number / location 房号及出现问题的具体位置6 Type of maintenance 何种工程问题7 Time taken 采取措施的时间8 Completed by 工程部人员9 Remarks 备注3. Apologize to the guest and call engineering immediately. 向客人道歉并即刻通知值班工程师Saying: “Sorry for that inconve120、nience to you, I will send the duty engineer to your room at your convenicence” (e.g.)“很抱歉所给您带来的不便，我会马上通知工程部，他们将尽快到您房间解决问题。”Remember: 请记住11 Call engineering immediate 马上通知值班工程师12 Convey location and message 传达具体位置及有关信息13 Write the receivers names in the logbook 记下接电话人员的姓名14 Inform AM 通知大堂经理4. Follow121、-up call 跟进电话Ten minutes later, call to engineering is required. Make sure the job is on process. If the job is done, call the guest whether he/she is satisfied with the maintenance, apologize to the guest again and ask the guest if need any help. Say: “Mr./Mrs. XX, is the engineering fixing it now?122、 Is there anything else I can do for you?”十分钟后，与工程部联系确保有工作人员跟进此事。如果问题已经解决，打电话给客人，他/她是否满意我们的维修结果，并再次向客人表示歉意，询问客人是否需要其它帮助。SUBJECT: Mini Bar Posting 小冰箱抛帐Policy 政策To ensure the mini bar that the guest used in the room can be charged to guest account and make sure properly control the mini bar consumpti123、on and minimize losing.为了确保客人所享用小冰箱内食品的费用能抛入客人的房帐，确保合理控制小冰箱食品的消费并尽量减少损失。Procedure 程序1. Normal floor mini bar posting 普通楼层迷你吧抛帐16 Received the call from room attendant, GSC personnel will fulfill the mini bar list with all the details by the room number, date, mini bar item consumed and the total amo124、unt, time and the room attendants name, GSC personnels signature.接听客房服务员的来电并将所消费的酒水数量详细而且准确无误填写在迷你吧单上。17 Enter to the Lanmark menu, clip posting, key in “MIN”, mini bar list number and the total amount to the guest account.进入Lanmark菜单并输入客人房号选择post功能，输入“MIN”，迷你吧单号及消费总金额，将费用抛入到客人帐上。2. CPC floor mini b125、ar posting 行政楼层迷你吧抛帐18 Fulfill the mini bar list with all the details.将所消费的酒水数量填写在迷你吧单上。19 CPC guests entitle 6 soft drinks on daily basis, key in “CMB” (mean s Cut Mini Bar) and the mini bar list number and the total amount to the guest account.行政楼层的客人可每天免费享用6支软饮，输入“CMB”，迷你吧单号及总共消费金额，将费用抛入到客人帐上。20 126、GRO will correct the concerned mini bar consumption which under “CMB”GRO会将所有显示CMB消费的迷你吧帐从客人账单上扣减。3. Transferred the call to receptionist or FD order taker upon receive the call for the checked out guests当客人在前台结账时，马上将客房打来的电话转到前台。4. Mini bar wrong posting 迷你吧错误抛帐If the posting is wrong, correct the wr127、ong rate and then posting the correct amount immediately.如所抛账目是错误的，马上将错抛的金额扣减并重新抛入正确的金额。The GSC personnel must double check with the mini bar list before off duty and ensure the posting is correct. 服务中心人员必须在下班前核实所有的小冰箱抛账，确保入账准确无误。5. The mini bar revenue will go through to F&B revenue.所有小冰箱食品的收入将属于餐饮128、部收入。SUBJECT: Weather Forecast 天气预报Policy 政策GSC staff is responsible to advising of weather forecast to the external and internal guests every day.客户服务中心的员工有职责提醒酒店所有客人每天的天气情况。Procedure 程序1. GSC night shift agent should check the local weather forecast at 06:00am every day morning by dialing 9,121夜班的员129、工每天早上六点钟拨打121查询当地当天的天气预报。21 The weather forecast should be written on the white board in the GSC office.天气预报应每天写在客服中心办公室的白板上。22 Shift leader should issue the weather forecast on the daily briefing.领班应该在每天的例会上报告当天的天气情况。23 Any outstanding weather information such as typhoon, rainstorm etc should be sh130、own on the LCD and post stand at the lobby at once, AM and MOD should be informed immediately. GCS supervisor will release the updated weather information to division heads by phone and cc-mail.任何特别的天气信息例如：台风，暴雨等，我们都应该马上通知大堂经理和酒店值班经理，并将信息及时公布在大堂的显示屏幕上及将告示牌摆放在大堂。客服中心主管会通过电话或电子邮件的形式将最新的天气情况汇报给部门经理。24 131、GSC agent will release the local weather information to the VIP by their wake up calls客服中心的员工在给VIP做叫醒服务时同时将当地当天的天气情况汇报给客人。2. GSC night shift agent should check the 13 big cities weather forecast at 05:00am every morning by Internet. Including Beijing, Shanghai, Shenzhen, Tokyo, Singapore, Kuala Lump132、ur, Paris, Berlin, Rome, London, New York, Chicago, San Francisco etc.客服中心夜班的员工每天早上五点钟都应该通过互联网查找各国13个大城市的天气预报。包括北京，上海，XX，东京，新加坡，吉隆坡，巴黎，柏林，罗马，伦敦，纽约，芝加哥，三藩市等。SC personnel will updated the worldwide weather forecast on the LCD display at hotel lobby for the guests information. 客服中心员工每天将更新大堂显示屏幕上各国的天气信息133、以供客人参考。SUBJECT: Long Distance Calls by Hotel Staff 酒店员工拨打长途电话Policy 政策To ensure that all long distance telephone calls are recorded and justified properly as well as reconciled against PABX record on daily basis.为了确保每天有效地记录和控制长途电话的拨打。Procedure 程序1. All offices outgoing long distance telephone calls 134、will be directed through GSC with the exception for the GM, DGM and all division heads and sales team.除了GM，DGM和总监级可以直接拨打长途以外，任何部门都需要客户服务中心来转接电话。2. Any business calls should be made by the outlet supervisor and above, and approved by section head advanced.任何公事电话都需要在本部门上级的准许下由主管级以上的人员拨打。-Mark down the135、 telephone number, and dial 9+17909+ country code +area code +phone number, or 6+ country code +area code +phone number抄下电话号码，然后拨9+17909+国家区号+地区号+号码，或拨6+国家区号+地区号+号码。3. All long distance business calls will be completed on the Long Distance Call Record with the date, extension, whom made the call, te136、lephone number and reason. One copy to Finance, and the second copy to FOM.所有的长途电话都需要作详细记录，如日期，分机，需拨电话人，电话号码和拨号原因。一份备份给财务，另一份给前厅经理审核。4. All personal calls will be charged to the staffs city ledger account.所有私人理由电话都将由员工本人付费。SUBJECT: Handle Guest Complaint by Phone 电话处理客人投诉Policy 政策To ensure guests co137、mplaint are to be handled with tact and discretion and to be solved as efficiently and smoothly as possible. 正确地判断客人的投诉，并确保客人的投诉得到有效地处理。Procedures 程序1. Listen carefully.倾听Pick up the phone with 3 rings by saying: “Good morning, Guest Service Center, Sandra speaking, Mr./Mrs. XX, how may I help you?”138、 在三响之内接听电话：“早上好,服务中心,我是SANDRA ,有什么可以帮到您?25 Hear them out倾听26 Empathize show sincere understanding for the problem 理解-真诚地表现出能够理解问题所在.27 Apologize 表示歉意28 Take the responsibility and prompt try as far as possible to handle the situation yourself. 马上采取相应行动，尽快为客人解决问题 Say: “Yes, Mr. XX, Im sorry to hear t139、hat, I understand the situation now. Please let me handle it and Ill ring you back within 5 minutes.”有责任的尽可能迅速的去解决，说：“是的. XX先生，听到这个消息我们很难过，我现在了解了情况，请让我帮助您解决问题，我们尽量在5分钟内给您回复。2. Thank guest to bring the complaint to us. 感谢客人将意见告诉我们Saying: “Mr./Mrs. XX, thank you for brings this comment to us.” 说：XX先生/140、小姐，感谢您把这些问题告诉我们，我们马上跟进此事。3. Take action. 行动Take action by:30 Inform guest that well inform AM to take action. 通知客人我们将会采取相应措施31 Ensure that the problem will be taken care at once. 确保问题马上有人去跟进32 If any unforeseen delay, inform guest immediately. 任何无法预料的延迟，立即通知客人33 Ensure that you will keep guest infor141、med. 确保保持随时与客人联络34 Double check with AM after 5 minutes. 5分钟后与大堂经理确认已采取相应行动Saying: “I am sorry to hear that, Mr./Mrs. XX, my colleague will come to solve the problem immediately.”“Mr./Mrs. XX, I am afraid that engineering colleague might be late for 5 minutes. Please wait for a while. Thank you.”说：听142、到这个消息我感到很难过，XX,先生/小姐，我的同事会立即帮您去解决这个问题。XX先生/小姐，我恐怕我们工程部的同事可能会迟5分钟去您的房间，请您稍等片刻，谢谢4. Inform relevant departments. 通知相关部门36 Give appropriate information to relevant department as detail as possible 尽可能为相关部门提供详细的信息。37 Contact department after wards to be followed 与相关部门跟进事情的进展5. Keep guest informed what y143、ou have done 保持让客人知道我们已经采取了什么措施Say: “Mr./Mrs. XX, Ive informed my colleague within 5 minutes. Please just wait for a little while. Thank you.”说： XX先生/小姐，我会在5分钟内通知我们的同事，请您在稍等片刻好吗？谢谢！6. Confirm satisfaction. 确保满意38 Inform guest about action taken and results. 通知客人我们所采取的措施及结果39 Ensure that guest is sat144、isfied with the outcome. 确保客人对这个结果满意Saying: “Mr./Mrs. XX, did our engineering colleague come and solve the problem?” 说：XX先生/小姐，我们工程部的同事去帮您解决问题了吗？“Are you satisfied with the result?” 请问您满意吗？“Is there anything else we can do for you?” 还有其它的事情需要我帮助吗？“Thank you and have a pleasant stay!” 谢谢您并祝您居住愉快7. Re145、cord incident in the logbook. 在交班本上记录事件40 Record guest comments in the history. 从客史中记录客人的意见If necessary, prepare apology letter (by AM) with amenities to be delivered to guest room within 30 minutes. (If it is late in the evening, it will be delivered to guest room on following morning no late than 146、10:00am)如果有需要，大堂经理将在30分钟内准备道歉信和一些赠品送到客人房间。如果是在晚上，将在第二天早上送到客人房间，最晚不能超过早上10点钟）Write down the case in the logbook with date time, who involved, whats the result for management review.在当天的交班本中记录此事，及当事人，具体时间和结果，以供管理层参考。SUBJECT: Handling Lost & Found Items 如何处理客人遗留物品Policy 政策As the aim to better control t147、he guest lost goods / articles within the hotel area, treat all founder in a fare way and praise them about their honest. A proper handover and control system is highly necessary during the hotel daily operation.为了更好地控制客人在酒店区域的遗留物品得到妥善处理，并公平且适当给予拾遗者诚实奖励。我们要严格执行客人遗留物品的交接及保管制度。Procedures 程序1. Guest re148、quires on lost items客人查询遗留的物品.2. Record down lost item details.记下遗留物品的详细资料.a. From in-house guest. 住店客人41 Room number 房间号码42 When did the guest lose it 客人何时遗留物品.43 Location of item 物品在哪遗留44 Description of the item 遗留物品的特征b. Check-out guest. 已退房客人45 When did the guest C/O 客人何时退房46 Guest Name / Room n149、umber 客人姓名及房间号码47 Location of the item 物品在哪遗留48 Description of the item 遗留物品的特征49 Guest address, contact number 客人详细地址, 联系电话.3. Check Lost & Found 查找遗留物品记录Call HSKP check the items or find the record in drive O accordingly请管家部同事查看记录或在O盘查找是否有相关记录4. Handling items 处理项目a. For in-house guest. 为住店的客人查找51150、 Check with the description given by guest before giving the item to the guest in order to confirm the item belongs to the right guest.查找客人所描述的物品，确认是否属于客人的物品。52 Fill up the L&F logbook and pass all the detail information to AM.填写遗留物品记录并马上通知大堂经理跟进。b. For outside guest. 帮店外的客人查找53 If guest will come b151、ack to get item personally, take down the case, item description and guest information in logbook. And inform AM & HSKP.如客人亲自来领取遗留物品，写下整个事情的经过，物品的描述及客人的相关信息在记录本上并通知大堂经理和客房部。54 If guest will ask the third party to take, tell guests own written authorization letter is needed which should include:如果客人委152、托第三方领取，请客人写一份委托函并需提供以下信息：Guests name/ID or passport No. 客人姓名/ 身份证或护照号码Person who is authorized name/ID or passport No. 被委托人的姓名/身份证或护照号码Guest authorization statement 客人的委托函Guest signature 客人的签名55 If guest would like to ask us to mail the item to him/her, the mail fee should be charged to guest person153、al account. Kindly ask guest fax us, indicate he/she will like to take the charges of mail fee, briefly write the lost item and mail address for the future filing.如果客人要求我们将遗留物品邮寄给他/她，邮寄的费用应由客人承担。让客人将所遗留的物品特征及邮寄的地址传真给我们并担保由客人本人承担此邮寄的费用。56 Fill up the L&F logbook and pass all the detail information to154、 AM.填写遗留物品登记本并马上通知大堂经理所有细节5. Not found items 没有查到客人所描述的遗留物品.Apologize to the guest and refer to AM to follow up by saying: “Sorry, Mr./Mrs. XX, we cant find the item, we will report to AM to follow and call you back. Thank you for calling.” 向客人 道歉并汇报给大堂经理跟进，说：“对不起，XX先生/小姐，我们没有找到您所说的物品,我们会汇报给大堂经理跟进并反155、馈给您,感谢您的来电。”SUBJECT: Medical Assistance to In House Guest 为住客提供医疗帮助Policy 政策Provide a doctor service for any guest that requires medical assistance and the sick guest will be taken care of until recovery. To ensure that the guest can gain medical assistance in time during their stay in the hotel.为有需156、要的客人提供医生服务并对生病的客人加倍照顾直至痊愈。更好地确保客人在酒店入住期间能够得到及时的医疗照顾。Procedure 程序When GSC receives a call from in house guest who needs medical assistance.当客户服务中心接到住客有关医疗方面的需求电话。57 Obtains the guest name, room No., language & symptoms, suggest the guest go to hotel clinic on the M floor and pass the information to h157、otels doctor.在准确知道客人的详细资料，如客人姓名，房间号，语言类别和症状，建议客人去酒店夹层的医务室并告诉医务室人员客人的详细资料。58 Contact the Assistant Manager immediately and pass the guest details, AM and the doctor will decides if the guest needs to go to the hospital or if the guest needs local assistance by dialing 9,120 emergency call.立即通知大堂经理并传达158、所有细节的信息，大堂经理和医生会决定此客人是否需要去医院或是否有必要拨打120紧急电话需要当地医院的医疗支援。59 If hotel clinic is unavailable, suggest the guest go to the nearest OCT hospital and we can send someone to assist the guests approves by assistant manager.如果酒店的医务室已经停止营运， 那我们就在大堂副理的同意下建议客人在酒店人员陪同下去最近的华侨城医院60 If the guest does no agree to go 159、to the hotel clinic or hospital, we can suggest the guest to go to the nearest drugstore.如果客人不愿意去酒店的医务室或医院，我们可以告知客人最近的药店。61 If its an emergency case, we must dial 120 emergency call by assistant managers instruction, and as well as inform MOD and the security manager. We need to obtain the informati160、on from the hospital including the time available of the ambulance, emergency fee, doctors name and the contact number etc. and pass them to the in house guest if he/she accepts the medical terms.如果情况比较紧急的， 我们必须在大堂经理的指示下拨打120，并同时通知MOD和保安部经理。我们还要取得相关信息，例如救护车抵达时间，相关出诊费，医生姓名及联系号码等，并将信息传达给客人。62 Write do161、wn all the details in logbook for AMs reference.在交班本上记录详细的经过，以供大堂经理参考。Priority Club Reward 国际优选俱乐部会员奖励制度Background & DescriptionIts one of the strongest frequent guest program in the hospitality industry and forms an essential part of IHG strategy to attract frequent business travelers and maintain 162、their loyalty to InterContinental,XX, Indigo, Holiday Inn, Holiday Inn Express & Staybridge Suite.InterContinent Hotels & Resorts酒店管理公司主张在各品牌酒店中,以推广客悦奖励计划作为集团发展的战略举措,以吸引更多的回头客,成为集团忠诚的消费群体.The expansion of the Priority Club Reward World Program to include members resident in Asia Pacific was launched163、 successfully in April 1994. The program includes a tailored award scheme, marketing communication materials in 4 languages, 3 dedicated service center and a data base for the Asia Pacific region in addition, therere a great numbers of worldwide Airline frequency alliances, including Qantas, Asia Mi164、les, United Airlines, Northwest Airlines, American Airlines, Lufthansa, etc. total 30 alliances. 国际优选会员俱乐部于1994年4月在亚太地区成功推广. 推广计划包括量身定做的优惠条款,四种语言具备的宣传手册,三个独立的客户服务中心及一个亚太地区数据库.同时,全世界三十家航空公司与我们同步推行飞行里程奖励计划.Level QualificationBaseUpon Enrollment基础会员即可生效Gold15 qualifying nights or 20,000 points or US$50165、 to achieve金卡会员15各有效间夜或20,000点积分, 或以50美金购买.Platinum50 qualifying nights or 60,000 points白金卡会员50个有效间夜或60,000点积分Base Level: 基础会员1 10 points or 2.5 miles for every US$ spent when paying a qualifying rate.每1美金的有效房费支出,可获得10个积分或2.5个飞行里程.2 Extended check out until2:00PM推迟退房时间至下午两点.3 Weekday newspaper每日报纸4 166、Purchase additional points可购买点数5 Points are transferable点数可转移6 Wide selection of quality merchandise, airline miles or retail/restaurant certificates点数可兑换成住宿,航空里程,餐券或购物券等等, 种类繁多7 Personal shopper program with unlimited award choices个人购物券没有商品类别限制8 Superior hotel award night program高级酒店住宿奖励9 20% disco167、unt on Business Center Service商务中心部分服务项目享受20%折扣 Gold Member Benefits 金卡会员10 All Base Member Benefits PLUS:所有基础会员享受待遇的基础上, 更多:11 Priority Check-In on guaranteed reservation会员优先入住登记12 Receive 10% Bonus Points on Base points earned10%的红利点数13 Exclusive Gold Customer Service Telephone Number for all Prio168、rity Club inquires高级会员专用服务热线Platinum Member Benefits 白金卡会员14 All Gold Member Benefits PLUS:所有金卡会员享受待遇的基础上, 更多:15 Receive 50% Bonus Points on Base points earned50%的红利点数16 Room Upgrade if available房间升级17 Guaranteed Room availability (72 hours)72小时确保房间预订Acknowledge Letter From Employee员工认可书I _acknowled169、ge receipt of this departmental employee handbook ofXX Shenzhen and I understand that the rules and procedures contained herein formed. I admit that department trainers had trained me, according to the handbook lists.兹收到部门员工手册，并清楚手册之内容，部门的相关培训员以按照手册给予我培训。Employees Signature: _ Staff ID Number: _员工签名： 员工证号码：Section/Outlet Manager:_ Date: _部门经理： 日期：