酒店皇冠假日酒店客戶服務(wù)中心新員工入職培訓手冊

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------- Guest Service Center TABLE OF CONTENTS Part One Part 1 ?Welcome Letter From Director of Rooms Page 03 ?Departmental Organization Chart Page 04 Part 2 ? Job description 1 GSC Manager Page 05 2 GSC Supervisor Page 06 3 GSC Shift Leader Page 07 4 GSC Agent Page 08 ? Standard Operating Procedures 5 Telephone Etiquette Page 09 6 Handling Wake Up Calls Page 15 7 Make A Reservation Page 18 8 Fax/Message Delivery Page 22 9 Do Not Disturb Request Page 26 10 Confidential Request Page 27 11 Screen Calls Page 28 12 Luggage Collection Page 29 13 Guest Request Items Page 31 14 Room Change Page 33 15 Maintenance Request Page 36 16 Mini Bar Posting Page 38 17 Weather Forecast Page 40 18 Long Distance Calls by Hotel Staff Page 41 19 Handling Guest Complaint by Phone Page 42 20 Handling Lost & Found Items Page 45 21 Medical Assistance to In House Guest Page 48 Part 3 ?Priority Club Reward Page 50 Part 4 ? Acknowledgement letter by employee Page 53 Dear 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。我們激勵員工通過不斷的學習和培訓，來豐富專業(yè)知識，改善服務(wù)技巧，提高勞動生產(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. 祝愿您在這個團隊里工作愉快，并獲得寶貴的工作經(jīng)歷。 Yours truly, 此致 FRONT OFFICE ORGANIZATION CHART JOB DESCRIPTION JOB TITLE: Guest Service Center Manager AREA/DEPARTMENT: Rooms Division / Front Office / Guest Service Center REPORTS TO: DOR / ADOR / FOM / AFOM POSITIONS SUPERVISED: Guest Service Center supervisor / Guest Service Center shift leader / Guest Service Center agent JOB SCOPE: Manages Guest Service Center operations to ensure to provide highest service to guests. Keep smooth communication with concerned sections and departments. Key Responsibilities ·1 Monitor day-to-day operation of Guest Service Center. ·2 Directly report to Front Office Manager. ·3 Perform any assignments delegated by FOM or AFOM. ·4 Go through Guest Service Center logbook and handover book for follow-up action and delegated accordingly. ·5 Monitor the room special arrangement for VIPs, PCR members or individual guests based on the daily activity report and brief to all GSC personnel. ·6 Aware of the room status of occupancy forecast and alert GSC personnel. ·7 Always conduct training for GSC agents, uplift the morale and soothe the grievance of staff. ·8 Perform all duties, other than the above as requested by the hotel, company policies. ·9 Prepare Duty Roaster to ensure the adequate coverage of hotel occupancy and control staff leaves. ·10 Keep smooth communication with all relative sections and departments and review the working performance monthly for team rebuild. ·11 Handle guest complaints with tact and diplomacy to avoid future irritation, contact with guest to maintain smooth relationship between management and guests. ·12 Share 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 DESCRIPTION JOB TITLE: Guest Service Center Supervisor AREA/DEPARTMENT: Rooms Division / Front Office / Guest Service Center REPORTS TO: Guest Service Center Manager POSITIONS SUPERVISED: Guest Service Center shift leader / Guest Service Center agent JOB 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 Responsibilities ·13 Assist Guest Service Center manager in monitoring day-to-day operation with proper processing. ·14 Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section. ·15 Ensure that all daily reports printed are filed accordingly in the respective files. ·16 Contribute to overall operational efficiency by performing relevant duties as assigned. ·17 Use your supervision skills effectively to encourage and motivate staff. ·18 Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention. ·19 Provide guests with the most accurate and up-to-date information at all times. ·20 Ensure efficient provision of an accurate record of telephone calls by supervising that all guest requests are followed up accordingly. ·21 Regularly conduct on job training for all GSC agents, uplift the morale and soothe the grievance of staff. ·22 Keep 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. ·23 Reports unusual occurrences to GSC manager. JOB DESCRIPTION JOB TITLE: Guest Service Center Shift Leader AREA/DEPARTMENT: Rooms Division / Front Office / Guest Service Center REPORTS TO: Guest Service Center Manager / Supervisor POSITIONS SUPERVISED: Guest Service Center agent JOB 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 Responsibilities ·24 Assist the GSC supervisor to supervise the call-in and follow up action in the absence of GSC supervisor. ·25 Having a positive attitude towards work, be self-disciplined and self-motivated, set a good working example for all sub-ordinates. ·26 Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section. ·27 Contribute to overall operational efficiency by performing relevant duties as assigned. ·28 Assist 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. ·29 Enforces rules and regulations set up for the department. ·30 Reports unusual occurrences to GSC supervisor timely. ·31 Provide 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. ·32 Assist the GSC supervisor in training staff and remind them on common errors, especially through on job training. ·33 To be ready and responsible to perform any other duties as designated or required by management from time to time. JOB DESCRIPTION JOB TITLE: Guest Service Center Agent AREA/DEPARTMENT: Rooms Division / Front Office / Guest Service Center REPORTS TO: Guest Service Center Manager / Supervisor / Shift Leader POSITIONS SUPERVISED: Nil JOB 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 Responsibilities ·34 Responsible for ensuring that clear and constant communication line is kept with all staff, areas and hotel department. ·35 To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the hotel. ·36 To ensure all guests are provided with an efficient operator service as required. ·37 To ensure all guest queries, inquiries and requests are attended to in a helpful and professional, yet warm and friendly manner. ·38 To ensure have a complete and thorough knowledge of the outlets of the hotel, the operation hours and scope of services that they provide. ·39 To 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. ·40 To be completely aware of the fire and emergency procedures of the hotel and your responsibilities in an emergency. ·41 To ensure at all times that personal presentation is immaculate, your uniform or work clothes are in line with relevant Front Office, and hotel uniform. ·42 Responsible 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 接聽電話的要點和技巧 2 Know your telephone system, in particular: 熟悉電話接聽系統(tǒng)，尤其要注意： o Identify 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 o How to put the caller on hold 怎樣使來電者等待 o How to transfer a call 怎樣轉(zhuǎn)接電話 o How to pick up other’s call by your own phone 怎樣使用自己電話接聽對方電話 5 Get organized: 有條不紊 o Have 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，報上你所在部門 / 公司名稱，你的姓名。 Standard phrases to use: 標準用語 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, Lucy’s 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 – 標準 During the Call 1 Use Guest’s Name at least two times養(yǎng)成尊稱客人姓氏的習慣 In answering call and in conversations 在接聽電話或與客人對話中: Use the Guest’s name-it makes a BIG difference. 尊稱客人姓氏會帶來很大的益處 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 – don’t 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。集中精力進行接聽電話。 3 Err on the side of being helpful – volunteer help, don’t wait to be asked. 對方需要被幫助 – 主動幫助，不要等待被詢問。 3 Treat every call as your call, and take responsibility for it. 對待每個電話就向?qū)Υ愕碾娫捯粯?，并對每個電話負責。 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，解釋原因和留下對方的姓氏和電話號碼，并主動致電。 5 If you are answering a call on someone else’s behalf: 如果你正在接聽他人的電話： o Never admit you don’t know where they are 不o 要說出你不o 知道他們在哪？ o If they are not available promptly, offer to help or take a message 如果他們此時不o 在，o 主動提供幫助或留言 o Offer to call back, or suggest a time when the person is likely to be available 主動回電，或建議一個他/她可能的接聽時間。 Standard phrases to use: 標準用語 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 當被轉(zhuǎn)接分機占線時 “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。請問您需要留言還是稍后再打？” 3. When The Extension Does not be Answered 當被轉(zhuǎn)接分機無人接聽時 “Thank you for holding, I’m 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)在暫時不在。請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….…當要結(jié)束電話時，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 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 – 標準 When taking a message, include: 當留言時，留言內(nèi)容包括： 2 Customer’s name 客人的名字 3 Room number 房號 4 Caller’s name 致電者姓名 5 Company 公司名稱 6 Telephone number and extension 電話號碼和分機 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 確保你的行動被來電者同意 Standard phrases to use: Sir/Madam, may I have your name, please? 先生/小姐，請問您貴姓？ Mr./Ms.___, may I have your message, please? ____先生/小姐，請問您的留言內(nèi)容？ Mr./Ms.___, may I have your contact number, please? ____先生/小姐，請問您的聯(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“不適當”的情況: It’s bad 不應(yīng)該 It’s good 應(yīng)該 Answering ‘hello’ or ‘____dept.’………….. That’s all! 接電話時僅說“喂” 或“___部門”就完了 Always keep greeting standard 必須保持使用標準問候用語 Answering ‘he/she is not around’…….That’s 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 don’t work in this department’. 用一些借口逃避提供幫助，如“我不在這個部門工作” Treat every call as your call, and take responsibility for it. 對待每個電話就向?qū)Υ愕碾娫捯粯?，并對每個電話負責 It’s bad 不應(yīng)該 It’s good 應(yīng)該 Speaking too softly, too quickly. 聲音太細，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 紙和筆隨時準備在手 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秒與客人跟進并感謝客人等候 Language abuses. 語言表達不當 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. 沒有對承諾進行跟進 Always keep follow up to fulfill the guest’s needs, and ensure satisfy the guest. 始終保持跟進，確?？腿藢ξ覀兊姆?wù)滿意 Taking incomplete messages. 留言不完整 Ensure take a completely and correct message for 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 It’s 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所有住店客人提供快捷且準確的叫醒服務(wù)。通過個人叫醒服務(wù)獲得客人的滿意。 Procedures 程序 2. Preparation 準備 Get ready with wake up call sheet and ball pen on the hand 準備好筆和叫醒服務(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間，c) 并且從話務(wù)臺顯示屏看到客人的房號和姓名d) ：“是的，e) XX 先生/小姐，f) 您的叫醒時間是 ，g) 您的房號是 ，h) 請問正確嗎？請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 與客人確認后，詳細地記錄在叫醒服務(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. 與客人會話后說：謝謝來電，祝您晚安！ 6．Update the time in the Console immediately for the guest 馬上在話務(wù)臺設(shè)置客人的叫醒時間 7. Record 記錄 Transfer the wake up call details record to log book 將叫醒服務(wù)記錄表準確無誤地統(tǒng)計在叫醒總結(jié)記錄本上。 Details as following: 細節(jié)如下： 4 Guest room number/folio number 客人房號/確認號 5 Wake up call time 叫醒時間 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 nice day.” 備注：如果是VIP叫醒，我們必須提供人工叫醒服務(wù)，：“早上好，XXX 先生/小姐，這是您6：30分的叫醒服務(wù)，今天的天氣是 ，祝你一天愉快。 8. Advance and permanent wake up call request 長期叫醒服務(wù) If a guest wishes to have a wake up call for a number of days, record in the logbook & white board, update it daily. 如果客人需要一個長期的叫醒，我們將記錄在交班本或白板，并且每天按客人要求的時間做好。 9. Nightshift GSC agents need to double check the wake-up call record and the system, ensure all the wake-up call time is accurate. 夜班服務(wù)中心人員必須重新核對客人的叫醒服務(wù)記錄，確保提供準確無誤的叫醒服務(wù)給住店客人。 10. Group wake-up call service 團隊叫醒 GSC agent will double confirm the group room number and wake-up call time with receptionist and night shift AM, make sure all the group rooms wake-up call are correct. Update the system room by room. Next morning shift GSC agent will be brief for the group wake-up call service. 服務(wù)中心人員將與夜班接待員及大堂經(jīng)理核實團隊房號及叫醒時間，確保準確無誤。并將團隊信息傳達給第二天早班員工。 SUBJECT: MAKE A RESERVATION 電話預(yù)訂客房 Policy 政策 Actuality of reservation is very important, it can help to control room inventory, and also affect guest’s checking in experience. When GSC Agent makes a reservation for guest, the following procedure should be done. 一個預(yù)訂是很重要的，它能幫助控制房間的銷售狀況，也會影響客人入住的體驗，當服務(wù)中心的員工為客人做預(yù)訂時，程序如下： Procedures 程序 1. Telephone was answered within 3 rings. 三聲內(nèi)接起電話： 2. Greet guest. 問候客人 “Good morning, Crowne Plaza Shenzhen, 你好, 深圳威尼斯皇冠假日酒店?” 3. Confirm checking in and checkout date. Check room inventory. 確認入住和退房的日期，查看房間可售表 Guest: “I want to make a reservation.” 客人：我想預(yù)訂一個房間 Staff: “How may I address you, sir?” 員工：先生請問怎么稱呼您？ Guest: “This is Steven Brown.” 客人：我是史迪文.布萊恩 Staff: “Mr. Brown, are you our Priority Club member?” 員工：布萊恩先生，請問您是我們的會員嗎？ Staff: “Did you stay in our hotel before? And may I have you check in and check out date.” 員工：請問您以前住過我們酒店嗎？能知道您入住的日期和離店的日期嗎？ (Ask whether guest is return guest, in order to find out which price has been offered bef