洲际酒店集团前厅部-服务中心标准运营程序

洲际酒店集团前厅部-服务中心标准运营程序STANDARD OPERATING PROCEDUREASSISTING GUESTS WITH OUTSIDE CALLS帮助客人拨打外线Task Number: 题目编号GSC-0001Department: 部门Guest Service Center客服中心Date Issued: 颁布日期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。 Time to Train: 培训时长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. To make our guests feel welcome and to ensure that our guests are offered maximum service from our GSC.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/ 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。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？2) General Assistance 一般的帮助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.仍然要向其解释拨打的方法。“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。Why do I have to give assistance?为什么我们要提供帮助？DRILL LANGUAGE对话训练WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS3) Charges 费用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。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。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吗？5) Posting telephone charges from other areas than the guest room.对于从其它区域拨打电话费用的抛账。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。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？6) Assistance 帮助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。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: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 cant 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。STANDARD OPERATING PROCEDURELEAVING MESSAGES留 言Task Number: 题目编号GSC-0002Department: 部门Guest Service Center客服中心Date Issued: 颁布日期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准确的被一名周到的和保密的有经验的员工处理。 Time to Train: 培训时长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.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/ 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。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.每间客房都装有语音留言系统。如果一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。Why do some guest s not want to use the voice mail system?为什么一些客人不想用语音留言系统？Why do guest s sometimes prefer to leave a message through Guest Service Center?为什么客人有时更喜欢通过客服中心留言？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。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。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 practiceSummary 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？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。STANDARD OPERATING PROCEDURETELEPHONE GREETING电话问候Task Number: 题目编号GSC-0003Department: 部门Guest Service Center客服中心Date Issued: 颁布日期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。 Time to Train: 培训时长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. Guests can experience our efficient, courteous and accurate service.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/ STEPSHOW/ STANDARDSTRAINING QUESTIONS1 ) 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. Dont 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！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 , 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？”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?提及你的名字为什么重要？DRILL LANGUAGE对话练习3) Greeting an in-house guest问候一位住店客人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？”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/ STEPSHOW/ STANDARDSTRAINING QUESTIONS4) Greeting a colleague 问候同事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？”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 practiceSummary questions:问题摘要：1. a) Why is a professional telephone greeting important to guests a well as to colleagues? 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 persons voice even when you cant 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。STANDARD OPERATING PROCEDUREWAKE UP CALL SERVICE FOR INDIVIDUAL GUESTS客人个人的叫醒服务Task Number: 题目编号GSC-0004Department: 部门Guest Service Center客服中心Date Issued: 颁布日期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。 Time to Train: 培训时长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。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/ STEPSHOW/ STANDARDSTRAINING QUESTIONS1) Receiving an order for a wake up call 接到一个叫醒要求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. 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？”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2) Listen and repeat 倾听和重复Listen carefully and do not interrupt the guest.认真倾听并且不能打断客人。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 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？3) Verify information核实信息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。Is it really necessary to do verify the details?真的有必要核实这些详细信息吗？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/ STEPSHOW/ STANDARDSTRAINING QUESTIONS5) Distribution分发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。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？5) Action of wake up call叫醒的实施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？”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。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？6) No guest response未应答客人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。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？7) Action to “no response guests” “未应答客人”的处理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. 回到未应答客人的房间再试一下。如果仍未应答，通知客房