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1、XXX 酒店STANDARD OPERATING PROCEDURE标 准 工 作 程 序TELEPHONE MANNER/COURTESY电话礼貌礼仪ANSWER ALL CALLS QUICKLY This is to let the caller know that you and your hotel is eager to serve him. An unanswered telephone can mean no business or loss.及时接听所有电话这表明酒店及酒店员工非常乐意为他服务。一个没有人接的电话意味着酒店没有生意或丢失生意。Telephones should
2、 be answered in a warm and friendly manner within 3 rings. It is important to speak in a clear, courteous and professional voice. 所有电话应该在铃响三声内被接听，态度要热情，友善。特别注意语言和语气要清楚，礼貌，专业。NEVER SOUND RUSHED OR IRRITATED EVEN IF IT IS BUSY.绝对不要显得急匆匆或不耐烦，尽管有时你很忙。IDENTIFICATION For internal calls, identify your offi
3、ce, your name etc. After greeting “Good morning/afternoon/evening” XX department, XX speaking, How may I help you?通报自己-内线电话, 在问候之后通报你的办公室,姓名等.“早上好/下午好/晚上好, XX 部门，我是XX，有什么能帮您的？.”PICTURE THE CALLER Speak “to” the caller, not “at” the telephone. Remember your “please”, “thank you” and “goodbye”. Dont f
4、orget “May I” or “Would you ”语气生动, 礼貌-与来电者交谈而不是拿着听筒自己说话. 记住这些礼貌用语: 请,谢谢, 再见,您等.BE HELPFUL Always offer to take a message if there is no answer in the room. Obtain the callers name, his company and Department (if applicable), his telephone number or extension as well as a message.主动提供帮助-如果房间没有人,主动请来电
5、者留言: 来电者的姓名, 公司名称,部门, 他的电话号码或者分机, 以及留言.TRANSFER THE CALL Only transfer calls when you are sure the transfer will be effective. Be sure to explain clearly to the caller. 转接电话-当你确认转接电话会给来电者更大帮助转接电话, 但要向来电者先解释清楚.LEAVING THE LINE If you have to break up the conversation, tell the caller what you are goi
6、ng to do, how long you expect it takes and ask him if he/she would like to wait, or would prefer to be called back. 暂时离开-如果你必须暂时离开,告诉来电者并解释你必须离开多久, 询问他是否愿意等候或待会再来电.Thank the caller for waiting and apologize for delay.感谢来电并为延误道歉.CLOSING THE CALL Review details. There is no better way to terminate a c
7、all than to say “Thank you”, “Goodbye”. 结束通话-重复细节, 然后以敬语结束通话:谢谢,再见.Hang up gently. (You must let your caller hang up first).轻轻地挂上电话.(让来电者先挂电话)TELEPHONE GREETING电话问候标准1) Guest Greeting向客人问候Operators should consistently provide a polite and proper standard phrase for greeting. All callers must be gree
8、ted with a pleasant voice. 话务员必须使用统一的礼貌,标准的问候语向客人问候, 问候的语气和语调应令人愉快.Speak direct into the mouthpiece, speak slowly and clearly.直接对着话筒说话,说话清晰,语速适中.Speak clearly in a polite and pleasant tone. Dont forget to smile! Guest can hear your smile!使用礼貌,自然,清晰的语气和语调, 不要忘记保持微笑,客人能听得到你的微笑!2) Greeting an external
9、guest向外线来电客人问候Greet all external calls by using the following phrase:使用以下用语向外线来电客人问候: “Good morning/afternoon/evening, Intercontinental Hotel.How may I help you?”早上好/下午好/晚上好,洲际酒店，有什么可以帮您？3) Greeting an in-house guest向住店客人的来电问候If a call comes from an in-house guest, the guests name will be displayed
10、either on the console or on the telephone, and the following phrase must be used:如果是住店客人来电住店客人的姓名会在机台上显示, 必须使用以下用语问候:“Good morning/afternoon/evening, Mr./ Mrs. Black.Guest Service Center, Marys speaking,How may I help you?”早上好/下午好/晚上好，布莱克先生。这里是服务中心，我是玛丽，有什么可以帮您？4) Greeting a colleague向同事来电问候Greet in
11、ternal employee calls by using the following phrase:使用以下用语问候同事: Good morning/afternoon/evening. Guest Service Center, Marys speaking, How may I help you?”早上好/下午好/晚上好，这里是服务中心，我是玛丽，有什么可以帮您？CONFIDENTIALITY OF GUEST INFORMATION客人信息的保密1) Three main levels of confidentiality三层主要保密级别1 CONFIDENTIAL Guest is
12、 Incognito to the public保密-客人身份严格对外保密.2 RESTRICTED Only authorized persons can be connected.限制-只有事先被授权的人员才可以联系到客人.3 DND Do not disturb The call will be automatically rerouted to the Guest Service Center.请勿打扰-所有电话将被自动转移到宾客服务中心,不得擅自敲门或按门铃打扰客人.2) Use Opera to protect guests confidentiality使用酒店管理系统保护客人的
13、隐私CONFIDENTIAL 保密In Opera Enter “CON” prior to the guests family name.在客人姓名前输入”CON”In an event that someone would like to speak to this guest, kindly advise the caller/visitor by saying: “I am sorry Sir/Madame, we have no record of this guest being registered with us”如果有人想要和此客人联系,礼貌地回答”对不起, 我们这里没有这位
14、客人登记”3) Use Opera to do the restriction 使用酒店管理系统保护客人的隐私RESTRICTED限制In Opera - Enter “RES” next to the guests family name.在客人姓名后输入”RES”In the event that someone would like to speak to this guest, we must obtain the callers name. Only authorized persons can be routed to the guests extension.如果有人想要和此客人
15、联系, 你必须取得来者的姓名,只有事先经过授权的人员才可以转接.If the guest is correctly identified transfer the call. 如果身份确认无误转接电话.Ask the visitors name: “May I have your name, please?”If need the visitors full name: “Mr. XX, would you tell me your full name, please.”If the visitor not be restrict: “Mr. XX, This is reception, Mr
16、 John wants to talk with you hold on please.”If the visitor use phone to inquire: “Mr. XX, this is reception, Mr. John wants to talk with you, and may I transfer it to your room?”If the caller is NOT identified, kindly advises the guest by saying, “I am sorry Sir/Madame, we have no record of this gu
17、est being registered with us”如果来访者并无事先授权,礼貌地回答”对不起,我们这里没有这位客人登记.”4) Respect privacy尊重隐私DO NOT DISTURB DND 请勿打扰In Opera - Enter “DND” next to the guests family name. 在客人姓名后输入”DNDIn an event that someone would like to speak to this guest, kindly advice the guest by saying, “Mr. XXX is not available at
18、 the moment, would you like to leave a message?如果有人想联系此客人,礼貌地回答”某某先生现在无法接听电话,可以为您留言吗?”All the telephone calls to the guest room will be automatically rerouted to the Guest Service Center.所有来电都会自动转至宾客服务中心.ROUTING CALLS转接电话1) Preparing and receiving 准备与接听Look at the screen and determine whether the ca
19、lls come from within the hotel or outside the hotel.注视机台显示屏, 看来电是外线还是内线.Good morning/afternoon/evening, Intercontinental Hotel , How may I help you?早上好/下午好/晚上好,洲际酒店，有什么可以帮您？2) Use telephone courtesy使用电话礼仪If the caller gives a room number to be connected, always ask “May I have the guests name, pleas
20、e?” 如果来电者给出要转接的房号, 礼貌的询问: 您能告诉我客人的姓名吗?3) Verify确认信息Verify the guest name and room number in the computer.对照系统确认住客的信息.If the caller gives an extension rather than a room number, ask “May I know, who you wish to speak to please?” 如果来电者给出是一个分机号码而不是房号礼貌地询问: 请问您想跟那一位通话?Verify the extension number.确认分机号码.
21、4) Holding等候转接If all given information is correct, say “One moment please, Ill put you through, thank you for calling Madam/Sir.”如果所有信息都正确: 先生/女士, 请稍等我将转接你的电话, 感谢来电. 5) Monitor跟进监控Monitor the call until the connection is established.跟进监控直到转接完成, 住客收到电话.6) Use standard phrase使用标准用语(范例)Caller:“Would yo
22、u please put me through to Mr. Sheik Abduls room?”来电者: 你能帮我转接.先生吗?Operator:“Certainly Sir/Madam. May I have the guests last name spelling please?”话务员: 可以,先生, 您能告诉我客人的姓氏怎样拼写吗?Caller:“Certainly, A-B-D-U-L.”来电者: 没问题, . Operator:“Thank you Sir/Madam. Is that A for America, B for Britain, D for Demark” 话
23、务员: 谢谢您先生/女士, .Caller:“Yes, that is.”来电者: 是的.Operator:“One moment please, Ill put you through. Thank you for calling, Sir/Madam.”话务员: 请稍等,先生/女士,我马上帮您 转接电话,感谢来电.（范例）Guest:“Would you connect me to room 602?”客 人: 你能帮我转到602房间吗?Operator:“Certainly Mr. /Mr. Collins, May I have the guests name please.话务员:
24、可以,柯林斯先生, 您能告诉我客人的姓名吗?Guest:“Sure, it is Joe Chan.”客 人: 好的, 客人叫Operator:“One moment please, Ill put you through Sir/Madam. Thank you for calling.”话务员: 请稍等, 先生/女士,我马上为您转接电话, 感谢来电.If you do not understand the guests name, ask the guest politely to spell the name for you. 如果不能确定客人的姓名礼貌地请来电者为你拼出来.ADDRES
25、SING A GUEST称呼客人1) Guest name 客人姓名Print next day arrival report in the afternoon and check all VIP, Suite room and Club InterContinental guest names. 前一天下午打印出第二天将要到达的客人的姓名，包括所有的VIP房，套房和行政楼层Butler must be able to memorize and pronounce their names correctly. 管家必须要能记住客人的名字并且准确的讲出来2) Check the guest na
26、me and title 确认客人的姓名和头衔Look for the guest title and name in the computer system. If there is any doubt whether the title or name is correct, contact Reservations or Sales to double check. 在电脑系统里寻找到客人的姓名和头衔。如果对客人的姓名和职位称呼有任何疑问，请跟预定部或销售部核查.These are the titles as they have to be used to address our gue
27、sts:如有以下客人可以这样称呼:1. A KING国王2. A QUEEN 王后3. A ROYAL DUKE 皇室公爵4. A PRESIDENT 总统 “Mr. President” “总统先生”5. AN AMBASSADOR 大使6. A MAYOR 市长 “Mr. Mayor” “市长先生”3) Courtesy standards when addressing a guest 称呼客人时的标准礼仪1. When in doubt, address as “Sir” or “Madam”如有任何不确定时，请称呼“先生”或“女士”2. Never call a guest by t
28、heir first name, even when asked.即使客人要求也不要称呼他们的名字3. Guests should be greeted with a neck bow and eye contact (except for the King & Queen of Thailand). 称呼客人时应稍稍鞠躬并且有眼神的交流（国王王后和泰国人除外）4. Never offer to shake hands.不要主动和客人握手5. If a guest initiates a handshake, do so. 如果客人主动要求，则握手REPORTING MAINTENANCE 维
29、修维护报告Reporting Maintenance维修维护报告:1.写下客人的要求并重复, 立刻通知工程部. (自己做好记录如: 时间, 员工, 地点)2. 工程部需要给出回复. (自己需要主动跟进)具体事项: “自己的部门, 时间, 日期, 地点, 事项, 完成日期, 验收人员”对话:1. Greeting. 2. listen to the guest 3. “Would you tell me its the writing desk light, bedside light, bathroom light or other one, Mr. XX.”4. “Certainly, Mr
30、. XX, we will get your relocated at once until it has been repaired”5. “well, Mr. XX, we will fix it as soon as possible”Distribute the maintenance request accordingly:按规定分发工程维修单- 1 copy to Engineering 一份给工程部- 1 copy to stay in the department issued 一份留在报修部门It is every employees responsibility to re
31、port maintenance problems.每位员工都有责任报告维修维护问题。SAFE DEPOSIT BOX前台保险箱88个保险箱 (40个小箱 100*200*600mm, 48个大箱 125*254*600mm)- 客人首开保险箱1. Guest requests and approaches 客人提出要求The service is free of charge and provided Only to in house guest. 前台保险箱服务只提供给住店客人，而且不收费用.When the guest approaches the front desk to open
32、a new safe deposit box direct him to the safe deposit box room.如果客人提出要求开一个保险箱，引导客人去到保险室.客人开启 保险箱, 确认身份ID, 房卡, 姓名, 核对PMS系统.2. Fill in information 填写表格Full name, room number, home address, Authorizing signature, Authorized signature and signature verifying the small print.客人全名，房号，家庭住址，授权人签名和被授权开启人签名，客
33、人签署3. Advise the size of the box 选择大小尺寸1).While the guest is filling in the card, ask what size of box is needed and proceed to retrieve the appropriate box.在客人填写表格的同时，询问客人所需保险箱的大小帮客人取出一个空的大小合适的保险箱。2).Open the box by at the same time tuning it to the guest. 打开保险箱双手递给客人。4. Note 记录编号Take the card from
34、 him/her and note the box number on the upper right corner. 取回客人填写完毕的登记卡，将保险箱号码写在登记卡的右上方空格5. Return, lock 放回与锁好保险箱6. Take the box back from the guest and lock it in the appropriate space.取回保险箱放回原来位置锁好。7. Hand the guest the key and mention opening hours.将客人钥匙交给客人并说明服务时间. (主钥匙 MASTER KEY 存放在前台) 8. Pro
35、ceed and note in the computer系统记录 1).Proceed to the computer and pull up the guests reservation and save in documents进入客人系统信息于文件存放入档2).Guest Safe Deposit Box Number should be noted in the computer to remind the Front Desk Agent to collect the Safe Key upon departure.将客人开户的保险箱编号记录在客人信息里以便在客人退房时提醒客人退还
36、保险箱- 客人存取物品1. When a guest approaches the desk to access his safe deposit box, direct him to the safe deposit box room.当客人要求开用保险箱时引导客人去到保险室2. Verify guest signature 确认客人签名1).Ask the guest to sign on the back of the card, verify the signature, initial to the right of it and insert the date and time o
37、f the day, to the left of the signature.请客人在登记卡的反面签名处签名, 在客人签名的左面写上开用的时间和日期,在右面签上员工姓名. (时间格式为 H.M.S)2).Be careful to make sure to verify the signature. Do not hesitate to refuse to open the box if you have any doubts.仔细确认客人的签名是否一致, 如果有任何疑问可以拒绝开启保险箱.3. Retrieve new card if no more spare 如果原卡用完取用一张新卡I
38、f there is no more space left on the card, retrieve a new one and have the guest sign on it. Then staple it together with the old card.如果原卡取用签名空格已用完,取用一张新卡填写并将两张卡订在一起4. Verify, open and handing 确认,开启,交给客人Verify the signature before handing out the box. Ask the guest for the safe box key and together
39、 with the Master key open the appropriate box and hand the box to the guest.在开启保险箱之前确认好客人签名与信息, 取回客人钥匙,用酒店万用钥匙一起将保险箱打开, 双手交给客人.- 客人返还保险箱基本程序于存取保险箱相同, 不同点为:1. Ask the guest to sign the last line on the back of the card, verify the signature, initial and insert the date and time of the day on the left
40、 of the signature.请客人在登记卡反面最后一行签名, 确认签名后在左侧写上日期与时间.2. Once the guest is finished, verify that all contents have been taken out of the box and return the box to the safe.在客人取完物品后确认保险箱已经拿空.然后将保险箱还原.3. Make sure you get the key back from the guest and place back into the key rack box.确认从客人那儿取回钥匙并将钥匙还到空
41、箱钥匙盒里挂好.4. Wish the guest a good day.礼貌地祝客人愉快员工需要注意:1. Upon completion of the Safe Deposit Box form, it will be stored for a minimum of six months.在填写完登记卡后将登记卡保存至少六个月.2. Log the closing of the box on the Safety Deposit Box logbook:在保险箱开户与闭户登记本上登记: Date & time 日期与时间Key returned Yes or No 钥匙是否归还Charge
42、 of the key loss 钥匙丢失收费Signature of the employee 经办员工签名 3. When a guest mentions that he has lost his safe box key, page the Assistant Manager, call Security and an Engineer and inform them that a guest needs to have his box opened.当客人提出保险箱钥匙丢失时, 马上联系大堂副理, 同时通知保安部和工程部客人需要强开保险箱4. Once Security and En
43、gineering have arrived, the guest must be present during the opening and must confirm that all his contents have been received.在保险箱开启时客人必须在场, 以确认收到保险箱内所有物品.5. Be especially careful to verify the guest signature and if in doubt inform the Assistant Manager, Security, in the presence of the guest, Dut
44、y Manager and another hotel officer, force the safe deposit box open, record this in the occurrence book, witness and sign over contents to guest. 特别仔细小心地确认客人签名是否一致, 如果有任何疑问可以拒绝开启保险箱. 在开启保险箱时几方有关部门人员都必须在场, 客人物品应列出清单请客人签收. 大堂副理需要在记录本上记录此事.6. 每日交接班时, 必须看保险箱可用数量.存取保险箱对话:R: Good morning, Sir. May I help
45、 me?G: I want a safety box.R: May I have your room number, please? / Would you show me your room card, please? / May I have your name, please?G: OK, Here you are.R: Thank you very much. This way please. Mr. XXR: MR. XX, would you filling this form, please? G: All right. R: Exercise me, Mr. XX, which
46、 size box would you need to use?G: I think the big one much better.R: No problem, Mr. XX, would you wait for moment, please. (get the key)G: OKR: Is this one suitable for you, MR. XXG: OH, it is enoughR: Mr. XX, this key for you and its only one, please keep it care for you next use. I am pleasure t
47、o serve you again, thank you.中途存取R: Good afternoon, how may I help you?G: I want to take my pictures in my luggage.R: This way, please.R: May I have your ID or passport, please?G: OKR: Thank you, Mr. XX. (Check PMS) Do you want to take all away?G: Oh, no! Only pictures.R: Mr. XX, please signature here.G: OKR: Thank you very much. I am pleasure to serve you again,如果全部取出R: Thank