1、 - Guest Service CenterTABLE OF CONTENTSPart OnePart 1Welcome Letter From Director of Rooms Page 03Departmental Organization Chart Page 04Part 2 Job description 1 GSC Manager Page 052 GSC Supervisor Page 063 GSC Shift Leader Page 074 GSC Agent Page 08 Standard Operating Procedures5 Telephone Etiquet
2、te Page 096 Handling Wake Up Calls Page 157 Make A Reservation Page 188 Fax/Message Delivery Page 229 Do Not Disturb Request Page 2610 Confidential Request Page 2711 Screen Calls Page 2812 Luggage Collection Page 2913 Guest Request Items Page 3114 Room Change Page 3315 Maintenance Request Page 3616
3、Mini Bar Posting Page 3817 Weather Forecast Page 4018 Long Distance Calls by Hotel Staff Page 4119 Handling Guest Complaint by Phone Page 4220 Handling Lost ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.Enforces rules a
4、nd regulations set up for the department.Reports unusual occurrences to GSC supervisor timely.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.Assist the GSC supervisor in training staff and remind t
5、hem on common errors, especially through on job training.To 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
6、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 hi
7、gh standard of efficient and effective guest service is maintained. Likewise, call-in and follow up action taken according to the standard operation procedure. Key ResponsibilitiesResponsible for ensuring that clear and constant communication line is kept with all staff, areas and hotel department.T
8、o ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the hotel.To ensure all guests are provided with an efficient operator service as required.To ensure all guest queries, inquiries and requests are attended to in a helpful an
9、d professional, yet warm and friendly manner.To ensure have a complete and thorough knowledge of the outlets of the hotel, the operation hours and scope of services that they provide.To identify any faults that occur on Guest Service Center equipment at anytime whilst you are on duty, contact the su
10、pervisor on duty and report the fault directly to the GSC manager.To be completely aware of the fire and emergency procedures of the hotel and your responsibilities in an emergency.To ensure at all times that personal presentation is immaculate, your uniform or work clothes are in line with relevant
11、 Front Office, and hotel uniform.Responsible for the general cleanliness of the working area.SUBJECT: TELEPHONE ETIQUETTE 电话礼仪.Policy 政策To ensure a consistent standard of handling incoming calls to leave callers a good impression.确保转接电话的连贯性，给打电话的客人留下良好的印象。Procedures 程序 It s the policy of the hotel t
12、hat we should always answering the telephones in a consistently manner.我们酒店的政策是在任何情况下，不论是内部电话还是外线电话，都要保持接听所有电话的连贯性。Tips and Techniques for Receiving a Telephone Call 接听电话的要点和技巧2 Know your telephone system, in particular: 熟悉电话接听系统，尤其要注意：o Identify the external calls and Internal calls first 首先辨别外线电话和
13、内线电话3 External calls: two short rings 外线电话：两声短铃音4 Internal calls: one long ring 内线电话：一声长铃音o How to put the caller on hold 怎样使来电者等待o How to transfer a call 怎样转接电话o How to pick up others call by your own phone 怎样使用自己电话接听对方电话5 Get organized: 有条不紊o Have a pen and paper handy to take notes or a message 使
14、用手头的笔和纸记录和留言6 Answer the telephone promptly within three rings 迅速回答电话 三声之内接听2 Start each telephone call by polite greeting, saying your department/ company, your name.接听电话，首先要使用礼貌问候，报上你所在部门 / 公司名称，你的姓名。Standard phrases to use: 标准用语2. Guest Service Center 客户服务中心 : External Calls 外线电话: Greeting +Crown
15、e 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 来自客房的内线电话: Greeting +Department / Section + Name + How may I help youE.g.: Good morning, Guest Service Center, Lucy speaking, how may I help you? 您好 ， 客户服务中心Internal Calls from Departm
16、ents 来自部门的内线电话 : Greeting + Name + May I help youE.g.: Good morning, Lucys speaking, How may I help you?3. Departments 其它部门:DID Calls外线电话: Greeting +Department / Section + Name + How may I help you?E.g.: Good morning, Human Resources, Vivien speaking. How may I help you?Internal Calls 内线电话 : Greetin
17、g + Name + How may I help you?E.g.: Good morning, Vivien speaking. How may I help you?Professional Telephone Behavior Standards to aim for 专业电话接听礼仪行为 标准During the Call1 Use Guests Name at least two times养成尊称客人姓氏的习惯In answering call and in conversations 在接听电话或与客人对话中 :Use the Guests name-it makes a BI
18、G difference. 尊称客人姓氏会带来很大的益处1 Demonstrate that you are listening by making “continuity noises” such as “um”, “yes”, “really”, “OK”在聆听电话过程中使用“ 连续性的声音 ”，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。集中精力进行接听
19、电话。3 Err on the side of being helpful volunteer help, dont wait to be asked.对方需要被帮助 主动帮助，不要等待被询问。3 Treat every call as your call, and take responsibility for it.对待每个电话就向对待你的电话一样，并对每个电话负责。4 If an incoming call is not convenient, explain why and take the name and number of the caller and offer to phon
20、e back.如果来电不方便谈话，解释原因和留下对方的姓氏和电话号码，并主动致电。5 If you are answering a call on someone elses behalf: 如果你正在接听他人的电话：o Never admit you dont know where they are 不o 要说出你不o 知道他们在哪？o If they are not available promptly, offer to help or take a message 如果他们此时不o 在，o 主动提供帮助或留言o Offer to call back, or suggest a time
21、 when the person is likely to be available主动回电，或建议一个他/她可能的接听时间。Standard phrases to use: 标准用语1. Transferring Calls 转电话If caller requests for transfer, say如果来电者要求转电话，说：“Certainly, allow me to transfer your call to the ( ).May I place you on hold?” Wait for the caller to say “Yes”. “好的，我将把您的来电转给 ( )，请稍
22、等片刻好吗？ ”待来电者答应之后再转电话2. When The extension is engaged 当被转接分机占线时“Thank you for holding, Mr. Tan is still on the line. Would you like to leave a message or call back later?”“感谢您的等候，谭小姐现在在讲电话。请问您需要留言还是稍后再打？ ”3. When The Extension Does not be Answered 当被转接分机无人接听时“Thank you for holding, Im afraid Mr. Tan
23、is not available right now. Would you like to leave a message or call back later?”“感谢您的等候，恐怕谭小姐现在暂时不在。请问您是需要留言还是稍后再打？”4. Ending A Call 结束电话When you finish a call, say.当要结束电话时，说：“Thank you for calling, Have a nice day.” “谢谢来电，再见 “5. Crowne Plaza Shenzhen Words To Use 经常在电话中使用以下表达In your conversations
24、, use words like： “Certainly” “My pleasure” “Have a nice day” “Thank you for calling”Professional Telephone Behavior Standards to aim for 专业电话接听礼仪行为 标准 When taking a message, include: 当留言时，留言内容包括：2 Customers name 客人的名字3 Room number 房号4 Callers name 致电者姓名5 Company 公司名称6 Telephone number and extension
25、 电话号码和分机7 Message in full 留言内容要完整8 Indication of its urgency 紧急内容要表明9 Your name 你的姓名10 Date and time of message 留言日期和时间Remark: Write clearly and ensure the message is received 字迹清晰，确保留言被收到Ensure your action what has been agreed with the caller 确保你的行动被来电者同意Standard phrases to use:Sir/Madam, may I hav
26、e your name, please?先生/小姐，请问您贵姓？Mr./Ms._, may I have your message, please?_先生/小姐，请问您的留言内容？Mr./Ms._, may I have your contact number, please?_先生/小姐，请问您的联系电话？Mr./Ms._, please let me repeat your message_, is that correct?_先生/小姐，我重复一下您的留言，您的留言是 _。Thank you for calling.感谢您的来电TEN “MOST ABUSED”SKILLS 十项“不适当
27、”的情况:Its bad 不应该 Its good 应该Answering hello or _dept. Thats all!接电话时仅说“ 喂” 或“_部门”就完了Always keep greeting standard必须保持使用标准问候用语Answering he/she is not around.Thats all!.仅回答来电者 “她/ 他不在” 就完了Suggest the caller call back later or leave a message建议来电者稍后在致电或留言Using excuses to avoid being helpful such as I d
28、ont work in this department.用一些借口逃避提供帮助，如“我不在这个部门工作”Treat every call as your call, and take responsibility for it.对待每个电话就向对待你的电话一样，并对每个电话负责Its bad 不应该 Its good 应该Speaking too softly, too quickly.声音太细，太软，太弱，说得太快The tone of your voice should be clear, soft and in a natural voice.保持语音的甜美、清晰、温柔并且自然。Aski
29、ng to hold on while I get pen, paper, etc让来电者“等一下，我拿支笔，拿张纸”Always have pen and paper on hand纸和笔随时准备在手Demonstrate that you are listening by making “continuity noises” such as “um”, “yes”, “really”, “OK”在聆听电话过程中使用“ 连续性的声音 ”，如“嗯”、“是的”、“ 真的”Give the telephone conversation your undivided attention and ke
30、ep telephone manner.仔细聆听，使用礼貌用语Placing the caller on hold and not checking back.让来电者在线上等待但没有核实是否有结果Keep to contact with guest on 15 seconds basis and thanks the guest for waiting保持每隔15秒与客人跟进并感谢客人等候Language abuses.语言表达不当Use the magic words during the conversations like: Certainly, Thank you, My pleas
31、ure在通话过程中始终使用礼貌用语Not keeping follow-up promises.没有对承诺进行跟进Always keep follow up to fulfill the guests needs, and ensure satisfy the guest.始终保持跟进，确保客人对我们的服务满意Taking incomplete messages.留言不完整Ensure take a completely and correct messagefor both internal and external guests.确保留言内容完整无误SUBJECT: HANDLING GU
32、EST WAKE UP CALLS 电话叫醒服务.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.我们酒店的政策是对所有住店客人提供快捷且准确的叫醒服务。通过个人叫醒服务获得客人的满意。Procedures 程序 2. Preparation 准备Get ready with w
33、ake up call sheet and ball pen on the hand 准备好笔和叫醒服务记录表3. Answering the call 接听电话Answer the call within 3 rings by saying: “Good evening, Guest Service Center, Sandra speaking, Mr./Mrs. XX, how may I help you?”三声内接起电话：“ 晚上好，服务中心，我是 Sandra , XX先生/ 小姐，有什么可以帮到您4. Listening. 倾听Listen attentively and do
34、not interrupt the guest. 专心倾听, 不中断客人的讲话6. Repeat 复述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
35、地复b) 述客人要求的叫醒时间，c) 并且从话务台显示屏看到客人的房号和姓名d) ：“是的，e) XX 先生/ 小姐，f) 您的叫醒时间是 ，g) 您的房号是 ，h) 请问正确吗？请问您还有什么需要我们帮忙吗？”i) Take down the details on the wake up call sheet after confirmed with the guest 与客人确认后，详细地记录在叫醒服务记录表上。7. End of the call 结束电话Say: “Thank you for calling, good night.” at the end of the convers
36、ation.与客人会话后说：谢谢来电，祝您晚安！6Update the time in the Console immediately for the guest 马上在话务台设置客人的叫醒时间7. Record 记录Transfer the wake up call details record to log book 将叫醒服务记录表准确无误地统计在叫醒总结记录本上。Details as following: 细节如下：4 Guest room number/folio number 客人房号/确认号5 Wake up call time 叫醒时间Note: For the in-hous
37、e 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.” 备注：如果是VIP叫醒，我们必须提供人工叫醒服务，：“ 早上好，XXX 先生/小姐，这是您 6：30分的叫醒服务，今天的天气是 ，祝你一天愉快。8. Advance and permanent wake up cal
38、l request 长期叫醒服务If a guest wishes to have a wake up call for a number of days, record in the logbook & white board, update it daily. 如果客人需要一个长期的叫醒，我们将记录在交班本或白板，并且每天按客人要求的时间做好。9. Nightshift GSC agents need to double check the wake-up call record and the system, ensure all the wake-up call time is acc
39、urate. 夜班服务中心人员必须重新核对客人的叫醒服务记录，确保提供准确无误的叫醒服务给住店客人。10. Group wake-up call service 团队叫醒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 sh
40、ift GSC agent will be brief for the group wake-up call service. 服务中心人员将与夜班接待员及大堂经理核实团队房号及叫醒时间，确保准确无误。并将团队信息传达给第二天早班员工。SUBJECT: MAKE A RESERVATION 电话预订客房Policy 政策Actuality of reservation is very important, it can help to control room inventory, and also affect guests checking in experience. When GSC
41、Agent makes a reservation for guest, the following procedure should be done. 一个预订是很重要的，它能帮助控制房间的销售状况，也会影响客人入住的体验，当服务中心的员工为客人做预订时，程序如下：Procedures 程序1. Telephone was answered within 3 rings. 三声内接起电话：2. Greet guest. 问候客人“Good morning, Crowne Plaza Shenzhen, 你好, 深圳威尼斯皇冠假日酒店?”3. Confirm checking in and c
42、heckout date. Check room inventory.确认入住和退房的日期，查看房间可售表Guest: “I want to make a reservation.” 客人：我想预订一个房间Staff: “How may I address you, sir?” 员工：先生请问怎么称呼您？Guest: “This is Steven Brown.” 客人：我是史迪文.布莱恩Staff: “Mr. Brown, are you our Priority Club member?” 员工：布莱恩先生，请问您是我们的会员吗？Staff: “Did you stay in our ho
43、tel before? And may I have you check in and check out date.”员工：请问您以前住过我们酒店吗？能知道您入住的日期和离店的日期吗？(Ask whether guest is return guest, in order to find out which price has been offered before and also guests preference 询问客人是否是回头客 ， 是为了方便了解客人喜欢房间的类型和以前的房价 .)Guest: “Check in on XXX and check out on XXX.” 客人
44、：“ 入住时间是- 退房时间是-(GSC Agent must listen carefully about checking in and checkout date. Then check room inventory properly.服务中心员工须仔细倾听客人入住和退房的日期，并查看房间明细表)If no room available, 如果没有房时Staff: “Sorry, Mr. Brown hotel is fully booked on XXX. Would you like me to put your reservation in waiting list or woul
45、d you like me to recommend another hotel for you?” 员工：不好意思， 布莱恩先生，我们酒店在 XXX满房，您是否愿意将您的预订放在酒店等候名单中，或者为您推荐其它的酒店(Remember: PCR platinum members booking is 72 hours guarantee booking.”白金卡会员的预订是 72小时担保预订 ， )If guest would like you to put his reservation in waiting list, the reservation details should be
46、taken down. 如果客人愿意将预订放在等候名单中，我们将详细记下客人的预订资料。4. Recommend room and quote price. 介绍房间和提供房价资料。If rooms are available, 如果有房间Staff: “Mr. Brown, will you travel alone?” 员工：“布莱恩先生，您是单独一个人旅行吗？(Ask this question, in order to recommend proper room type according to guest needs.If travel with family, deluxe ro
47、om above category should be recommended. 问这个问题是为了根据客人的需要介绍适当的房型给客人 ， 如果是和家人一起旅行 ，须介绍毫华房以上类型的房间 )Staff: “We have superior room, deluxe room and suite, which kind of room would you prefer?” 员工：我们有高级房，豪华房，还有套房，请问您喜欢哪种类型的房间呢？(To be ready for being asked difference between different room category and sel
48、ling price. Dont forget upselling.) 随时为客人提供不同的房间类型及价格，并记得向客人推荐更高等级的客房。6. Make reservation in system. 在电脑系统里做预订，(Double confirm the spelling of guests name, ensure its correct.再次确认客人姓名的拼写，确保正确无误)7. Guarantee booking and obtain contact number. 担保预订和联系号码Staff: “Mr. Brown, may I have your checking in ti
49、me?” 员工：布莱恩先生，可以知道您到店的时间吗？Staff: “Mr. Brown, may I suggest you to guarantee your booking, as hotel occupancy is high on XXX.”员工：“布莱恩先生，我建议您担保您的预订，酒店在-时间住房率比较高(Explain meaning of guarantee booking. 说明担保预订的含意 )Staff: “Mr. Brown, your booking is guaranteed, if you are no-show on XXX, one night room rate will be charged to your credi
