Service Center standard

1、standard operation proceduredepartment: housekeeping job title: office administrative associatetask: no: office 001task: how to answer the telephoneequipment required: telephone set, telephone log bookwhat to dohow to dowhy1.answer the call2.record 3.answering a second call-all calls must be answere

2、dproperly within 3rings in a clear and courteous voice.-greet the caller with “good morning/afternoon/evening”.-give the name of your dept.“housekeeping”-give your name“xxx speaking”-offer your assistance“may i help you?”-record down the message if any on .see.-if you are on the line and another lin

3、e/phone is ringing,. excuse your self and answer the other line /phone,“excuse me sir ,one moment please.”-repeat the steps of “answer the line”we show our respect for both internal and outside callers by doing our word efficiently.greeting warmly with smile from your heart is a way to show true asi

4、an hospitality.let them feel warm and fair to every guests you have to identify your self so that the caller know who he/she is talking to.this shows both helpfulness,courtesy and personalized service.so that all calls are attended to before 3rings.ensures that the service is consistent that we prov

5、ide for every caller.standard operation proceduredepartment: housekeeping job title: office administrative associatetask: no: office 001task: how to answer the telephoneequipment required: telephone set, telephone log bookwhat to dohow to dowhy3.answering a second call (continued)4.transferring call

6、s5.use the callers name-ask the caller to hold on.“please wait a moment ,sir.”use the word “wait ”and not “hold.”-continue the conversationof last phone.“thank you for waiting,sir/madam.”-also use this word at the start talking of the other line/phone.-tell the caller you are transferring his /her c

7、all“mr. xx ,im transferring your call to mr.xxor xx dept,” one moment please. never told guest “plus calling xx dept.”-announce to the receiving part the incoming call.“mr.xx, im connecting a call from mr.xx to your line.”-whenever possible, use the callers name.“mr. wang”“mr .li”showing your respec

8、t and courtesy for the caller.showing your respect and humility to the caller.showing your respect and humility to the caller.so that both parties know who they are talking to .showing your helpfulness.people like to be recognizedby their name.calling by name warmly is a way to show our asian hospit

9、alitystandard operation proceduredepartment: housekeeping job title: office administrative associatetask: no: office 001task: how to answer the telephoneequipment required: telephone set, telephone log bookwhat to dohow to dowhy6.end a conversation-always thank the caller “thank you for calling.”-le

10、t the caller know you are happy to assist.“we are pleased we were able to assist you.”-end every conversation with courtesy and a “good bye”.“have a pleasant day/evening,good bye.” or “good night.”.showing your respect, courtesyand humility for the caller.shows your courtesy.standard operation proce

11、duredepartment: housekeeping job title: office administrative associatetask: no: office 002task: telephone log bookequipment required: pen, telephone log book, telephonewhat to dohow to dowhy1.all incoming calls arerecorded in the 2.when receive calls3.page or call the people in respective area.-wri

12、te the date on top of a newpage. use new page for everyday.-enter these heading in to logbook:time of calllocationmessagecallers namereceived bygiven totime of follow up-enter location of the callerwhere call came from-write down the messagesenter the callers nameenter time of callput your initials

13、in to “received by” column write clearly and neatly.-page or call the people requiredto action the requests/information of the call.convey the location and the message.enter the person called into the “given to” column.-enter the time given to (for callsonly).a correct and neat record of allphone ca

14、lls will help ensurecaller satisfaction.it is important to get all detailsso as to make sure all actionscan be done correctly first timeand any time.standard operation proceduredepartment: housekeeping job title: office administrative associatetask no: office 002task: telephone log bookequipment req

15、uired: pen, telephone log book, telephonewhat to dohow to dowhy4.follow up -after 15 mines ,page or call theperson to inquire if the requestwas completed.i t is important to call back to guest whether problem is settledto reflect our efficiency.standard operation proceduredepartment: housekeeping jo

16、b title: office administrative associatetask no: office 003task: baby sitting serviceequipment requited: baby sitting logbook/telephone logbook/pen/baby sitting service formwhat to dohow to dowhy1.record guests request for baby sitting service.2.confirm baby sitter 3.call back guest service center.4

17、.fill out the form for baby sitting service.5.follow up-received guest request from guest service center.-record the time for service, the name and room no, of guests in the baby sitting logbook -clearly and politely inform the guests of service charge standard and inquires about the children such a

18、s age, etc.-take note not to take care of children below one-year old. if guest insist ,never say no, explain to them it is not good.-select baby sitter according to guests request and inform baby sitter of detailed work for service.-take note that guests want us to help them and never say “no” to the guests.-clearly inform them the baby sitters name, age and arrival time.-ensure to keep correct record according to the item in the form. record information as required and arrange arriv