杭州香格里拉酒店前廳部標(biāo)準(zhǔn)操作程序

1、standard operation procedures標(biāo)準(zhǔn)操作程序front office前廳部shangri-la hotel, hangzhoustandard operation procedure杭州香格里拉飯店標(biāo)準(zhǔn)操作程序department: 前廳部job title: 前廳職員task no: 01task: telephone skill standards （page 1 of 2）工作職責(zé)：接聽(tīng)電話程序 （第一頁(yè)，共三頁(yè)）equipment required: telephone machinewhat to dohow to dowhybe prepare準(zhǔn)備be p

2、leasant愉快greeting and offer assistance問(wèn)候your voice聲音sit straight and pay attention to the screen of the console.在臺(tái)前坐直，隨時(shí)準(zhǔn)備接聽(tīng)電話always have the pen and paper ready to take down the notes.面前準(zhǔn)備紙和筆，準(zhǔn)備記錄put a smile into your voice.answer the call within 3 rings. answer calls promptly and in a pleasant ton

3、e.所有電話應(yīng)在三聲振鈴內(nèi)用清晰禮貌的聲音接聽(tīng)，接電話時(shí)聲音要愉快和真誠(chéng)standard: nihao, shangri-la club, xx speaking , may i help you?標(biāo)準(zhǔn)：您好，豪華閣，xx講話，我可以幫您嗎？ use callers name .稱呼客人姓名speaking and using your natural tone. speak clearly and use simple language, avoid slang.speak directly into the mouth piece.speak normally and in an appr

4、opriate pace. never rush or speak fast.使用自然的聲音，語(yǔ)言清晰，簡(jiǎn)練，避免使用酒店專業(yè)用語(yǔ)。語(yǔ)速適中，不要讓客人感受到你在趕時(shí)間let the caller feel our hospitality through the phone.keep the high standard for caring the image of the hotel.to create a good impression.切記你代表酒店，通過(guò)電話讓客人感受到你的真誠(chéng)和專業(yè)的服務(wù)shangri-la standard.香格里拉標(biāo)準(zhǔn)let your voice indicate

5、 consistency create an image of friendliness and sincere.通過(guò)你的聲音使人感受到友好和真誠(chéng)people will not understand what you talk about.使客人能夠理解你所講的內(nèi)容prepared by: stella wang起草人 :approved by: mr. ricky h. lee 批準(zhǔn)人 :position: fom職位 :signature/date簽字/日期 :position: fom職位 :signature/date簽字/日期 :shangri-la hotel, hangzhous

6、tandard operation procedure杭州香格里拉飯店標(biāo)準(zhǔn)操作程序department: 前廳部job title: 前廳職員task no: 01task: telephone skill standards （page 1 of 2）工作職責(zé)：接聽(tīng)電話程序 （第二頁(yè)，共三頁(yè)）equipment required: telephone machinewhat to dohow to dowhylisten attentively 仔細(xì)聆聽(tīng)repeat重復(fù)never simple say no” to the guest不要輕易對(duì)客人說(shuō) “ 不 “use magic words

7、使用敬語(yǔ)never argue with the caller不要與客人爭(zhēng)執(zhí)hold等候be patient, do not interrupt the caller.，take down some notes. 仔細(xì)聆聽(tīng)，不要打斷客人，作必要記錄always repeat the caller request.重復(fù)客人要求we should try the best to help our guest. 我們應(yīng)該盡力幫助客人e.g. thank you, please, my pleasure.如：謝謝，請(qǐng)，不客氣等。do not raise your voice.不要抬高音調(diào)if the

8、guest is unruly, try to handle with nice way. if can not , please refer him to your supervisor and inform supervisor of what has happened.如果不能處理，將經(jīng)過(guò)告知主管后，由主管來(lái)處理use the word wait not holdinform the caller that you are going to hold the call for a while and explain to caller of reason for putting hold

9、.使用電話上的等候鍵提前告知將請(qǐng)客人等候，并說(shuō)明原因would you please wait a moment, mr. tan, thank you.“請(qǐng)您稍等片刻，譚先生，謝謝?！眎t is one of the way to respect our guests.尊重客人to avoid misunderstanding.避免誤解high level of service.高標(biāo)準(zhǔn)服務(wù)respecting & recognize the caller by use the polite words and guest name.使用禮貌用語(yǔ)，稱呼并認(rèn)知客人的姓名respecting th

10、e caller by use the polite words and guest name. ask permission and acknowledge callers response.使用禮貌用語(yǔ)，稱呼客人姓名是對(duì)客人的尊重。征求客人的同意。prepared by: stella wang起草人 :approved by: mr. ricky h. lee 批準(zhǔn)人 :position: fom職位 :signature/date簽字/日期 :shangri-la hotel, hangzhoustandard operation procedure杭州香格里拉飯店標(biāo)準(zhǔn)操作程序depa

11、rtment: 前廳部job title: 前廳職員task no: 01task: telephone skill standards （page 1 of 2）工作職責(zé)：接聽(tīng)電話程序 （第三頁(yè)，共三頁(yè)）equipment required: telephone machinewhat to dohow to dowhyhold等候problem solving解決問(wèn)題respecting the caller it shows our courtesy.禮貌并且尊重來(lái)電者。come back on the line every minute, dont hold the call at c

12、onsole over 60 seconds.每分鐘接通來(lái)電者線路。if you cant answer the question right away, please contact other concerned dept. for help and return the call to the caller. 如果你不能立刻答復(fù)來(lái)電者的問(wèn)題，要與相關(guān)部門(mén)聯(lián)系尋求幫助再答復(fù)。mr. tan, may i check with xxx dept, and i will call you back in 5 minutes.“譚先生，我可以和xxx部門(mén)取得聯(lián)系后五分鐘回電給您嗎？”when y

13、ou return the call, say, thank you for waiting, mr. tan, the result is.當(dāng)你回復(fù)來(lái)電者時(shí)說(shuō)：“感謝您的等候，譚先生，結(jié)果是”never forget to say: thank you for calling. to the caller.不要忘記對(duì)來(lái)電者說(shuō)：“感謝您的等候?！盿lways hang the phone after the caller.來(lái)give the caller the impression that you havent forgotten about him.客人認(rèn)為你沒(méi)有忘記他。one step

14、 service一站式服務(wù)showing our shangri-la hospitality.體現(xiàn)熱情好客香格里拉情。respecting the caller it shows our courtesy.禮貌并且尊重來(lái)電者。prepared by: stella wang起草人 :approved by: mr. ricky h. lee 批準(zhǔn)人 :position: fom職位 :signature/date簽字/日期 :shangri-la hotel, hangzhoustandard operation procedure杭州香格里拉飯店標(biāo)準(zhǔn)操作程序department: fron

15、t desk部門(mén) ：前廳部job title: guest service associate職稱 ：前臺(tái)職員 task no : 01號(hào)碼 task : printing arrival report and registration card工作職責(zé) : 打印來(lái)賓報(bào)告和登記卡equipment required: fidelio workstation所需設(shè)備 ：工作臺(tái)what to do工作程序how to do操作明細(xì)why工作目的print arrival report打印來(lái)賓報(bào)告print registration card打印登記卡check with arrival repor

16、t與來(lái)賓報(bào)告核對(duì)。classify the registration card給登記卡分類。choose report in option menu in fidelio & print arrival report.在fidelio的option中選擇report來(lái)打印來(lái)賓報(bào)告。choose report in option menu in fidelio & input date, then print the registration card.在fidelio的option中選擇report來(lái)打印并鍵入日期。check every registration card with arri

17、val report.用登記卡與來(lái)賓報(bào)告核對(duì)。put registration card in bucket in alphabetical order.將登記卡按字母順序放入檔里。be sure all the registration cards are printed.確保所有登記卡都打印出來(lái)。ensure to obtain the registration card timely upon check in.確保在客人到達(dá)時(shí)能及時(shí)找到登記卡。we will ensure our procedures are customer friendly and easy for the cus

18、tomer and staff.要確保我們的服務(wù)程序永遠(yuǎn)是以客人為核心的，且簡(jiǎn)明易行。prepared by: stella wang起草人 :approved by: mr. ricky h. lee 批準(zhǔn)人 :position: fom職位 :signature/date簽字/日期 :position: gm職位:signature/date簽字/日期:shangri-la hotel, hangzhou standard operation procedure杭州香格里拉飯店標(biāo)準(zhǔn)操作程序department: front desk部門(mén) ：前廳部job title: guest servi

19、ce associate職稱 ：前臺(tái)職員task no : 02號(hào)碼 :task : block rooms for arrivals (page 1 of 3)工作職責(zé) : 房間預(yù)留equipment required : fidelio workstation所需設(shè)備 ：工作臺(tái)what to do工作程序how to do操作明細(xì)why工作目的block all vip rooms first.預(yù)留vip房間。block rooms for early arrivals.為早到的客人預(yù)留房間let room controller block rooms for vip one day be

20、fore. block rooms from the reservation screen using f3 in fidelio to search for the desired room type.由room controller為vip提前一天預(yù)留房間。在fidelio內(nèi)使用f3從預(yù)定屏中預(yù)留房間，以尋求所需房間的類型。block only vacant clean room for early arrivals.為早到的客人預(yù)留干凈的空房間。inform relevant departments for the various amenities requested. for exa

21、mple, housekeeping for flowers and room service for fruits basket.通知有關(guān)部門(mén)提供所需的各種歡迎品。例如，客房部提供鮮花，送餐部提供果籃。input dnc in the instruction field in reservation screen for staff special attention.在預(yù)定屏備注欄輸入 dnc 以提請(qǐng)員工注意。as far as possible, block vacant clean rooms one day before.盡可能提早一天預(yù)留干凈空房。to ensure that vi

22、p guests have their priority room blockage so that specific needs will be met as well as to block the best rooms for them.確保vip客人享有預(yù)留房間的優(yōu)先權(quán)，以便滿足其具體需求并為其預(yù)留最好的房間。we will ensure our procedures are customer friendly and easy for the customer and staff.我們要保證我們的服務(wù)程序有益于客人并方便員工。to allow each departments to

23、take the necessary actions to prepare the room for the guest.讓每一個(gè)部門(mén)采取必要的舉措為客人準(zhǔn)備好房間。to alert everyone that the room blocked should not be changed because items may have been placed in the room.提醒各位：因?yàn)榉块g內(nèi)各項(xiàng)備品已放置，所以不可更換。to ensure that the rooms are ready check-in immediately when guests arrive early.確保

24、當(dāng)客人較早到達(dá)時(shí)可以立即登記入住。prepared by : stella wang起草人 approved by : mr. ricky h. lee批準(zhǔn)人 position: fom職位：signature/date簽字/日期:positon: gm職位signature/date簽字/日期:shangri-la hotel, hangzhou standard operation procedure杭州香格里拉飯店標(biāo)準(zhǔn)操作程序department: front desk部門(mén) ：前廳部job title: guest service associate職稱 ：前臺(tái)職員task no : 0

25、2號(hào)碼 :task : block rooms for arrivals (page 2 of3)工作職責(zé) : 房間預(yù)留equipment required : fidelio workstation所需設(shè)備 ：工作臺(tái)what to do工作程序how to do操作明細(xì)why工作目的block rooms with no arrival times.為未知抵達(dá)時(shí)間的客人預(yù)留房間。block rooms with other (know) arrival times.為其他已知抵達(dá)時(shí)間的客人預(yù)留房間。if vacant dirty rooms are blocked, inform house

26、keeping immediately providing them with the expected time of arrivals.如預(yù)留的空房為清潔，立即通知客房部，以使他們?cè)诳腿说竭_(dá)的預(yù)計(jì)時(shí)間內(nèi)做好準(zhǔn)備。block vacant clean rooms first for on day arrival.先在當(dāng)日預(yù)留干凈的空房。if not available, block vacant dirty rooms and inform housekeeping immediately, providing them with the expected time of arrivals.

27、如果沒(méi)有干凈的空房，則預(yù)留未清潔的空房并立即通知客房部，以使他們?cè)诳腿说竭_(dá)的預(yù)定時(shí)間內(nèi)做好準(zhǔn)備。use discredtion and take note of expected arrival times when blocking dirty rooms.謹(jǐn)慎處理，當(dāng)預(yù)留未清潔房間時(shí)，記載客人到達(dá)的預(yù)計(jì)時(shí)間inform housekeeping about each room blocked and the expected arrival times.通知客房部關(guān)于每一間已預(yù)留的房間和客人抵達(dá)的預(yù)計(jì)時(shí)間。so that housekeeping can clean these rooms

28、 first in order to ensure that the rooms are ready for the guest to check in.客房部首先將這些房間清潔，以確保為登記的客人預(yù)先準(zhǔn)備好房間。guest may check n at any time.客人可以隨時(shí)登記住房。so that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in.以使客房部首先將這些房間清潔，以確保為登記的客人預(yù)先準(zhǔn)備好房間。s

29、o that vacant clean rooms may be available for any walk-ins.以便使任何走進(jìn)來(lái)的客人均有可用的干凈空房間。in order for housekeeping to schedule the maids to clean the rooms according to the arrival times.以便客房部根據(jù)抵達(dá)時(shí)間安排服務(wù)員打掃房間。prepared by : stella wang起草人 approved by : mr. ricky h. lee批準(zhǔn)人 position: fom職位：signature/date簽字/日期:

30、positon: gm職位signature/date簽字/日期:shangri-la hotel, hangzhou standard operation procedure杭州香格里拉飯店標(biāo)準(zhǔn)操作程序department: front desk部門(mén) ：前廳部job title: guest service associate職稱 ：前臺(tái)職員task no : 02號(hào)碼 :task : block rooms for arrivals (page 3 of 3)工作職責(zé) : 房間預(yù)留equipment required : fidelio workstation所需設(shè)備 ：工作臺(tái)what t

31、o do工作程序how to do操作明細(xì)why工作目的block back to back rooms.預(yù)留尚未退房的房間。block rooms for elderly guests or disabled guest.為年老的客人或殘疾客人預(yù)留房間。block rooms for single female executives.為單身的女商人預(yù)留房間。do so only s a last resort. use this method for very late arrival; but allow sufficient time for housekeeping to clean

32、the rooms, taking into consideration the time for them to end their shift只有在別無(wú)選擇時(shí)才如此，用于特別推遲抵達(dá)的客人，給與客房部充足的時(shí)間以打掃房間，充分考慮到他們完成工作的時(shí)間。block rooms on lower floors as well as near to elevator and emergency exits.預(yù)留房間在低樓層，靠近電梯和緊急安全出口。block handicapped rooms.為殘疾客人優(yōu)先預(yù)留殘疾房。block rooms without connecting doors u

33、nless specifically requested.除非特殊要求，否則預(yù)留無(wú)連通門(mén)的房間。current guest in the room may extend stay or have an unexpected delayed check out.目前住在客房?jī)?nèi)的客人可能延長(zhǎng)居留時(shí)間或推遲退房結(jié)賬。for easy exit in the event of emergencies as well as for guest抯 convenience.可以方便客人在緊急事件中容易進(jìn)出安全出口。a connecting door in the room of a single femal

34、e executive may be perceived as an element of insecurity for them; as well as to prevent the unlikely event of someone else opening the connecting door accidentally.單身女商人住在有連通門(mén)的房間被視為非安全因素。也已防止有偶然打開(kāi)連通門(mén)而發(fā)生不愉快事件。we will do more for the customer in every customer contact.要利用每次同客人接觸的機(jī)會(huì)為客人提供超前的服務(wù)。 prepare

35、d by : stella wang起草人 approved by : mr. ricky h. lee批準(zhǔn)人 position: fom職位：signature/date簽字/日期:positon: gm職位signature/date簽字/日期:shangri-la hotel, hangzhou standard operation procedure杭州香格里拉飯店標(biāo)準(zhǔn)操作程序department: front desk部門(mén) : 前臺(tái)job title: guest service associate 職稱 : 前臺(tái)task no: 03號(hào)碼 :task: monitoring roo

36、m status 工作職責(zé): 掌握房間狀況equipment required: fidelio workstation所需設(shè)備 : fidelio 工作臺(tái)what to do工作程序how to do操作明細(xì)why工作目的block room for arrival with vacant clean status at beginning of each shift給預(yù)抵客人安排干凈的空房assign room for vip guests給貴賓安排房間monitor rooms with vacant dirty.掌握未清潔空房的狀況。monitor rooms with back to

37、 back status.掌握尚未退房的房間狀況。- view arrival report- retrieve room availability from fidelio house status function- input the room no. in guest folio根據(jù)預(yù)抵報(bào)表，從系統(tǒng)中選出干凈空房的房號(hào)分給客人assign rooms according to availability with early arrivals and vip given priority.首先給早到的客人和貴賓安排房間print out room status report from f

38、idelio system, highlight all vd” rooms.在fidelio系統(tǒng)中打印出房間狀態(tài)表，并標(biāo)注出vd” 房間號(hào)。_work very closing with housekeeping gsa. according to the arrival guest time, make dirty to clean room.constantly monitor these rooms by checking the room status in fidelio與客房部員工密切配合，保證根據(jù)客人的到達(dá)時(shí)間將房態(tài)改為干凈。隨時(shí)在fidelio中檢查房間的狀態(tài)。these r

39、ooms will be mainly for late arrivals. allow sufficient time for hskp cleaning.- to inform hskp ordertaker a required due out rooms with departure time.- to check those room status and inform the hskp ordertaker if there are any change.monitor vacant clean status closely to ensure that room is ready

40、 when the guests arrive to check in.這些房間主要為晚到的客人準(zhǔn)備，通知客房部所需要的未退房的房號(hào)，并給客房部預(yù)留足夠的打掃房間的時(shí)間。隨時(shí)確認(rèn)房態(tài)，保證客人到達(dá)時(shí)房間準(zhǔn)備好。to ensure that rooms are ready for arrivals.確保在客人到達(dá)前房間準(zhǔn)備好to ensure guests do not have to wait for rooms upon their arrival.避免讓客人到達(dá)酒店時(shí)等候房間to identify the room status as vacant dirty.以便識(shí)別房間狀況是未清潔的空

41、房。room status is continuously changing as room attendants will immediately update the status whenever they clean the rooms. update information so as to provide first time service客房服務(wù)員會(huì)隨時(shí)打掃房間，因此房間狀態(tài)也會(huì)不斷變化。to provide consistent, professional and efficient service.提供持續(xù)，專業(yè)和有效的服務(wù)prepared by : stella wang

42、起草人：approved by : mr. ricky h. lee批準(zhǔn)人：position: fom職位：signature/date簽字/日期:positon: gm職位signature/date簽字/日期:shangri-la hotel, hangzhou standard operation procedure杭州香格里拉飯店標(biāo)準(zhǔn)操作程序department: front desk部門(mén) ：前廳部job title: guest service associate職稱 ：前臺(tái)職員task no : 04號(hào)碼 :task : handling in-house amenity (pag

43、e 1 of 2)工作職責(zé) : 客人歡迎品安排程序equipment required : fidelio workstation所需設(shè)備 ：工作臺(tái)what to do工作程序how to do操作明細(xì)why工作目的analyze the arrival report and guest amenity summary report generated by fidelio.分析由fidelio打印出來(lái)的抵達(dá)報(bào)告和客人歡迎品報(bào)告。check guest history(remarks in guest profile) for any special needs.檢查客人歷史 (客人個(gè)人資料備

44、注欄)，以查是否有特殊需要。report issue報(bào)表分發(fā)raise the amenities requisition form for same day booking.填好當(dāng)天預(yù)定的歡迎品申請(qǐng)表。go through each reservation and highlight the special requests or amenities.通覽每一個(gè)預(yù)定，在特殊要求處做出突出標(biāo)記。view the remarks in the guest profile to look for any special needs or requests during the guest抯 pre

45、vious stay.查看客人的個(gè)人資料，查找在客人以前居住期間是否有特殊的需要或要求。first issue:to complete blocking early arrival and vip rooms, the amenities report should be passed to room service before 09:30第一次分發(fā)報(bào)表，在每天09：30之前將所有的早到客人和貴賓的房間安排好后。second issue:to complete blocking most of arrival rooms, the amenities report should be iss

46、ued to room service before 12:00.第二次分發(fā)報(bào)表，在每天12：00前，將大部分抵達(dá)的客人房間安排好后。for the same day booking, fill in the details such as name, day of arrival, expected time of arrival, requests, room number which has been blocked. pass this report to room serviceto ensure that all requests are attended to and that

47、nothing is missed.確保所有的要求都被得到注意， 并無(wú)一遺漏。to provide efficient service for the guest as well as to ensure that mistakes are not repeated.為客人提供高效率的服務(wù)，并確保不重復(fù)出錯(cuò)。to ensure consistency in our service and all amenities are sent promptly.to show guest we take note of his preference.to give room service enough

48、 time to prepare and deliver the amenities.保證我們服務(wù)的持續(xù)性和確保所有的歡迎品及時(shí)送達(dá)。使客人感受到我們關(guān)注他們的喜好給送餐部足夠的時(shí)間準(zhǔn)備和遞送歡迎品。complete details are important as it will help the respective department to prepare for the special request.詳細(xì)填寫(xiě)各項(xiàng)是很重要的，因?yàn)檫@將有助于各個(gè)部門(mén)為客人的特殊要求做準(zhǔn)備。prepared by : stella wang起草人 approved by : mr. ricky h. l

49、ee批準(zhǔn)人 position: fom職位：signature/date簽字/日期:positon: gm職位signature/date簽字/日期:shangri-la hotel, hangzhou standard operation procedure杭州香格里拉飯店標(biāo)準(zhǔn)操作程序department: front desk部門(mén) ：前廳部job title: guest service associate職稱 ：前臺(tái)職員task no : 04號(hào)碼 :task : handling in-house amenity (page 2of 2)工作職責(zé) :客人歡迎品安排程序equipment

50、 required : fidelio workstation所需設(shè)備 ：工作臺(tái)what to do工作程序how to do操作明細(xì)why工作目的to meet guest抯 any additional requirement.滿足客人的其他需求。ensure that the requested amenities have been placed in the room prior to guest arrival.確保各項(xiàng)要求的歡迎品在客人到達(dá)之前送到房間。對(duì)于當(dāng)天的預(yù)定，將詳細(xì)的內(nèi)容，例如：客人姓名，抵達(dá)日期，預(yù)計(jì)抵達(dá)時(shí)間，要求，預(yù)留的房號(hào)等。將報(bào)告交給送餐部。confirm with concerned department