威尼斯皇冠假日酒店《客戶服務(wù)中心新員工入職培訓(xùn)手冊(cè).doc

- Guest Service CenterTABLE 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 Wake 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 Weather 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 very warm welcome to the Crowne Plaza 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 contribution in Front Office Department will be greatly appreciated.真誠歡迎您加入深圳威尼斯皇冠假日酒店，成為酒店前廳部的成員。你們積極的工作態(tài)度，創(chuàng)造性的思維及細(xì)致周到的服務(wù)，將是我們?nèi)〉贸晒Φ年P(guān)鍵因素。我們激勵(lì)員工通過不斷的學(xué)習(xí)和培訓(xùn)，來豐富專業(yè)知識(shí)，改善服務(wù)技巧，提高勞動(dòng)生產(chǎn)力，最終取得整體前廳部的成功。I wish you a pleasant and fruitful working experience at Front Office Department.祝愿您在這個(gè)團(tuán)隊(duì)里工作愉快，并獲得寶貴的工作經(jīng)歷。Yours truly,此致FRONT 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 agentJOB 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 assignments 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 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 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 between 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 Office / 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 Guest 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 section.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, ensuring 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 guest 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, 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 / SupervisorPOSITIONS 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 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 discipline 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 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 is 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 DESCRIPTIONJOB 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 guests, 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 Responsibilities34Responsible 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 efficient 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 provide.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 emergency.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 電話禮儀.Policy 政策To ensure a consistent standard of handling incoming calls to leave callers a good impression.確保轉(zhuǎn)接電話的連貫性，給打電話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.我們酒店的政策是在任何情況下，不論是內(nèi)部電話還是外線電話，都要保持接聽所有電話的連貫性。 Tips and Techniques for Receiving a Telephone Call 接聽電話的要點(diǎn)和技巧2 Know your telephone system, in particular: 熟悉電話接聽系統(tǒng)，尤其要注意：oIdentify the external calls and Internal calls first 首先辨別外線電話和內(nèi)線電話3 External calls: two short rings 外線電話：兩聲短鈴音4 Internal calls: one long ring 內(nèi)線電話：一聲長鈴音oHow to put the caller on hold 怎樣使來電者等待oHow to transfer a call 怎樣轉(zhuǎn)接電話oHow to pick up others call by your own phone 怎樣使用自己電話接聽對(duì)方電話5 Get organized: 有條不紊oHave a pen and paper handy to take notes or a message 使用手頭的筆和紙記錄和留言6 Answer the telephone promptly within three rings 迅速回答電話 三聲之內(nèi)接聽2 Start each telephone call by polite greeting, saying your department/ company, your name.接聽電話，首先要使用禮貌問候，報(bào)上你所在部門 / 公司名稱，你的姓名。Standard phrases to use: 標(biāo)準(zhǔn)用語2. Guest Service Center 客戶服務(wù)中心: External Calls 外線電話: Greeting +Crowne Plaza Shenzhen 您好, 深圳威尼斯皇冠假日酒店 E.g.: Good morning, Crowne Plaza Shenzhen 您好, 深圳威尼斯皇冠假日酒店 Internal Calls from Rooms 來自客房的內(nèi)線電話: Greeting +Department / Section + Name + How may I help you E.g.: Good morning, Guest Service Center, Lucy speaking, how may I help you? 您好，客戶服務(wù)中心 Internal Calls from Departments 來自部門的內(nèi)線電話: Greeting + Name + May I help you E.g.: Good morning, Lucys speaking, How may I help you?3. Departments 其它部門: DID Calls外線電話: Greeting +Department / Section + Name + How may I help you?E.g.: Good morning, Human Resources, Vivien speaking. How may I help you? Internal Calls 內(nèi)線電話: 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 專業(yè)電話接聽禮儀行為 標(biāo)準(zhǔn)During the Call1 Use Guests Name at least two times養(yǎng)成尊稱客人姓氏的習(xí)慣 In answering call and in conversations 在接聽電話或與客人對(duì)話中: Use the Guests name-it makes a BIG difference. 尊稱客人姓氏會(huì)帶來很大的益處1 Demonstrate that you are listening by making “continuity noises” such as “um”, “yes”, “really”, “OK”在聆聽電話過程中使用“連續(xù)性的聲音”，如“嗯”、“是的”、“真的”2 Concentrate dont be tempted to do two things at once. Give the telephone conversation your undivided attention集中注意力 不要一心二用。集中精力進(jìn)行接聽電話。3 Err on the side of being helpful volunteer help, dont wait to be asked.對(duì)方需要被幫助 主動(dòng)幫助，不要等待被詢問。3 Treat every call as your call, and take responsibility for it.對(duì)待每個(gè)電話就向?qū)Υ愕碾娫捯粯樱?duì)每個(gè)電話負(fù)責(zé)。4 If an incoming call is not convenient, explain why and take the name and number of the caller and offer to phone back.如果來電不方便談話，解釋原因和留下對(duì)方的姓氏和電話號(hào)碼，并主動(dòng)致電。5 If you are answering a call on someone elses behalf: 如果你正在接聽他人的電話：oNever admit you dont know where they are 不o要說出你不o知道他們?cè)谀模縪If they are not available promptly, offer to help or take a message 如果他們此時(shí)不o在，o主動(dòng)提供幫助或留言oOffer to call back, or suggest a time when the person is likely to be available主動(dòng)回電，或建議一個(gè)他/她可能的接聽時(shí)間。Standard phrases to use: 標(biāo)準(zhǔn)用語1. Transferring Calls 轉(zhuǎn)電話 If caller requests for transfer, say如果來電者要求轉(zhuǎn)電話，說： “Certainly, allow me to transfer your call to the ( ).May I place you on hold?” Wait for the caller to say “Yes”. “好的，我將把您的來電轉(zhuǎn)給( )，請(qǐng)稍等片刻好嗎？”待來電者答應(yīng)之后再轉(zhuǎn)電話2. When The extension is engaged 當(dāng)被轉(zhuǎn)接分機(jī)占線時(shí) “Thank you for holding, Mr. Tan is still on the line. Would you like to leave a message or call back later?”“感謝您的等候，譚小姐現(xiàn)在在講電話。請(qǐng)問您需要留言還是稍后再打？”3. When The Extension Does not be Answered 當(dāng)被轉(zhuǎn)接分機(jī)無人接聽時(shí) “Thank you for holding, Im afraid Mr. Tan is not available right now. Would you like to leave a message or call back later?” “感謝您的等候，恐怕譚小姐現(xiàn)在暫時(shí)不在。請(qǐng)問您是需要留言還是稍后再打？”4. Ending A Call 結(jié)束電話 When you finish a call, say.當(dāng)要結(jié)束電話時(shí)，說： “Thank you for calling, Have a nice day.” “謝謝來電，再見“5. Crowne Plaza Shenzhen Words To Use 經(jīng)常在電話中使用以下表達(dá) In your conversations, use words like： “Certainly” “My pleasure” “Have a nice day” “Thank you for calling”Professional Telephone Behavior Standards to aim for 專業(yè)電話接聽禮儀行為 標(biāo)準(zhǔn) When taking a message, include: 當(dāng)留言時(shí)，留言內(nèi)容包括：2 Customers name 客人的名字3 Room number 房號(hào)4 Callers name 致電者姓名5 Company 公司名稱6 Telephone number and extension 電話號(hào)碼和分機(jī)7 Message in full 留言內(nèi)容要完整8 Indication of its urgency 緊急內(nèi)容要表明9 Your name 你的姓名10 Date and time of message 留言日期和時(shí)間Remark: Write clearly and ensure the message is received 字跡清晰，確保留言被收到 Ensure your action what has been agreed with the caller 確保你的行動(dòng)被來電者同意Standard phrases to use:Sir/Madam, may I have your name, please?先生/小姐，請(qǐng)問您貴姓？Mr./Ms._, may I have your message, please?_先生/小姐，請(qǐng)問您的留言內(nèi)容？Mr./Ms._, may I have your contact number, please?_先生/小姐，請(qǐng)問您的聯(lián)系電話？Mr./Ms._, please let me repeat your message_, is that correct?_先生/小姐，我重復(fù)一下您的留言，您的留言是_。Thank you for calling.感謝您的來電TEN “MOST ABUSED”SKILLS 十項(xiàng)“不適當(dāng)”的情況:Its bad 不應(yīng)該Its good 應(yīng)該Answering hello or _dept. Thats all!接電話時(shí)僅說“喂” 或“_部門”就完了Always keep greeting standard必須保持使用標(biāo)準(zhǔn)問候用語Answering he/she is not around.Thats all!.僅回答來電者 “她/他不在”就完了Suggest the caller call back later or leave a message建議來電者稍后在致電或留言Using excuses to avoid being helpful such as I dont work in this department.用一些借口逃避提供幫助，如“我不在這個(gè)部門工作”Treat every call as your call, and take responsibility for it.對(duì)待每個(gè)電話就向?qū)Υ愕碾娫捯粯樱?duì)每個(gè)電話負(fù)責(zé)Its bad 不應(yīng)該Its good 應(yīng)該Speaking too softly, too quickly.聲音太細(xì)，太軟，太弱，說得太快The tone of your voice should be clear, soft and in a natural voice.保持語音的甜美、清晰、溫柔并且自然。Asking to hold on while I get pen, paper, etc讓來電者“等一下，我拿支筆，拿張紙”Always have pen and paper on hand紙和筆隨時(shí)準(zhǔn)備在手Demonstrate that you are listening by making “continuity noises” such as “um”, “yes”, “really”, “OK”在聆聽電話過程中使用“連續(xù)性的聲音”，如“嗯”、“是的”、“真的”Give the telephone conversation your undivided attention and keep telephone manner.仔細(xì)聆聽，使用禮貌用語Placing the caller on hold and not checking back.讓來電者在線上等待但沒有核實(shí)是否有結(jié)果Keep to contact with guest on 15 seconds basis and thanks the guest for waiting保持每隔15秒與客人跟進(jìn)并感謝客人等候Language abuses.語言表達(dá)不當(dāng)Use the magic words during the conversations like: Certainly, Thank you, My pleasure在通話過程中始終使用禮貌用語Not keeping follow-up promises.沒有對(duì)承諾進(jìn)行跟進(jìn)Always keep follow up to fulfill the guests needs, and ensure satisfy the guest.始終保持跟進(jìn)，確?？腿藢?duì)我們的服務(wù)滿意Taking incomplete messages.留言不完整Ensure take a completely and correct messagefor both internal and external guests.確保留言內(nèi)容完整無誤 SUBJECT: HANDLING GUEST WAKE UP CALLS 電話叫醒服務(wù).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 service.我們酒店的政策是對(duì)所有住店客人提供快捷且準(zhǔn)確的叫醒服務(wù)。通過個(gè)人叫醒服務(wù)獲得客人的滿意。Procedures 程序 2. Preparation 準(zhǔn)備Get ready with wake up call sheet and ball pen on the hand 準(zhǔn)備好筆和叫醒服務(wù)記錄表3. Answering the call 接聽電話Answer the call within 3 rings by saying: “Good evening, Guest Service Center, Sandra speaking, Mr./Mrs. XX, how may I help you?”三聲內(nèi)接起電話：“晚上好，服務(wù)中心，我是Sandra , XX先生/小姐，有什么可以幫到您4. Listening. 傾聽Listen attentively and do not interrupt the guest. 專心傾聽, 不中斷客人的講話6. Repeat 復(fù)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 wake up call at time for room number. Is it right? Is there anything else I can do for you?” 清晰地復(fù)b)述客人要求的叫醒時(shí)間，c)并且從話務(wù)臺(tái)顯示屏看到客人的房號(hào)和姓名d)：“是的，e)XX 先生/小姐，f)您的叫醒時(shí)間是 ，g)您的房號(hào)是 ，h)請(qǐng)問正確嗎？請(qǐng)問您還有什么需要我們幫忙嗎？”i)Take down the details on the wake up call sheet after confirmed with the guest 與客人確認(rèn)后，詳細(xì)地記錄在叫醒服務(wù)記錄表上。7. End of the call 結(jié)束電話Say: “Thank you for calling, good night.” at the end of the conversation.與客人會(huì)話后說：謝謝來電，祝您晚安！6Update the time in the Console immediately for the guest 馬上在話務(wù)臺(tái)設(shè)置客人的叫醒時(shí)間7. Record 記錄Transfer the wake up call details record to log book 將叫醒服務(wù)記錄表準(zhǔn)確無誤地統(tǒng)計(jì)在叫醒總結(jié)記錄本上。Details as following: 細(xì)節(jié)如下：4 Guest room number/folio number 客人房號(hào)/確認(rèn)號(hào)5 Wake up call time 叫醒時(shí)間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