1、酒店前台收发传真标准操作规程GUEST EXPECTATION 客人期望:I am expecting professional service from professional people in the Business Center. I want to have my documents handled as I would in my own office. 我希望在商务中心能够得到专业员工提供的专业化服务。希望我的文件如同在自己办公室处理得一样。Why is this task important for you and our guests? 为什么该任务对你和我们的客人都很重
2、要？Answers回答: 1.Guests are sending important information and are requesting professional handling. 客人发送重要信息，要求得到专业化处理。2.Guests are not in their office, but are awaiting secretary services. 尽管客人不在自己的办公室，但他们希望得到秘书般的服务。3.I know how to handle a Fax or other confidential information. 我懂得如何处理一份传真或其他保密信息。ST
3、EPS步骤 How / Standards标准1) Greeting 问候“Good morning, afternoon, evening, Madame/Sir, how can I help you?” “小姐/先生，早上好/下午好/晚上好, 有什么我能帮你的吗？”2) Verification核实Verify the guests name and room number as well as always repeat the Fax number. 核实客人姓名及房号，同时要重复传真号码。3) Charges information收费信息Advise guest of the c
4、ost. 告知客人价格。4) Additional Service offered 提供额外服务 Ask the guest whether he wishes to wait or have the original fax delivered to the room or another area. 询问客人是否他愿意等候，或需要将其传真原件送回房间或其他地方。Always handover the sent fax in an envelope. 交接时须要把传真装入信封。If the guest wants to have the fax delivered to the room,
5、put the fax in an envelope, note room number and name of the guest and call the Concierge for delivery. 如果客人希望他的传真送到房间，则把传真放入信封，注明房号和客人姓名，并致电礼宾部通知送传真。Send fax immediately. 立刻发传真。5) Billing付帐Prepare a Business Center bill. Always ask the guest to sign after you indicated the price for sending the fax
6、. 准备一张商务中心帐单，在说明发送传真价格后通常要请客人签单。6) Confirmation确认Obtain Transmission Report from the Fax machine to give to the guest with the sent fax in an envelope. 将传真机中打印出的传送报告，连同传真文件一起放入信封交还给客人。If the guest is an in house guest, post the charges to the guest folio right away, and ask him/her to sign the bill.
7、 如果是住店客人，立即把费用挂入客人房帐，并请他/她签单。7) Sending a Fax for external guests of guests without a guest room (Conference or Restaurant guest) 为非住店客人发传真给其店外客人（参加会议或用餐的客人）If the guest is not staying in the hotel, ensure you receive an immediate payment and provide a receipt. 如果是非住店的客人，须确保可以即时收到付款并提供收据。8)Log & Fil
8、ing 记录及归档 Log in the Outgoing Fax Book. Guests name, room number, total pages, destination number and transmission results. 在传真发送本上做记录，客人姓名、房号、总页数、接受方号码以及发送结果。File summary report from fax machine after every shift. 每班结束后须用传真机打印传真发送总报告并归档。9) Handling an incoming fax 接收传真 Upon receipt of a fax, check
9、the computer to determine the room number of the guest or his/her arrival date. 收到传真时，在电脑中查询并确认客人房号或他/她的抵店日期。10) Recording incoming fax 记录接收的传真Record on Incoming Fax Log Book. 接收传真在记录本上登记a. Time received 接收时间b. Pages 页数c. Guest name & Room number or arrival date. 客人姓名及房号或抵店日期d. Sender 发送者e. Fax Numb
10、er 传真号11) Incoming Fax for checked out guest 为已离店客人接收传真If the fax received is for a guest who has checked out or there is no reservation under that name, send a fax back to the sender. e.g. 如果接收到的传真是给已经离店的客人或是无预定的客人，通过传真答复发送者，比如：Mr. XXX has already checked out of the hotel, please advise should you
11、wish us to keep the facsimile. XXX先生已经离店，请告知您是否希望我们保存此传真。Sometimes, the Concierge knows a guest, so it is important, that the Business Center informs the Concierge about this fax. 有时，礼宾部员工认识该客人，因此非常重要的是商务中心须通知礼宾部关于该客人的传真。12) Additional Information 额外信息If there is no reply, then destroy the fax after
12、 72 hours. 如果在 72小时内无答复，销毁传真。DO NOT THROW THE FAX IN A RUBISH BIN ALWAYS PUT THE FAX IN A SHREDDER. 千万不要只是将传真丢进垃圾筐，须要将传真放入碎纸机中销毁。13) Charges for incoming a fax 接收传真的资费All incoming facsimiles are free-of-charge. 提供免费接收传真。Summary questions问题小结: 1.How do I acknowledge a guest who is waiting when I am a
13、lready serving someone else? 当我在为另一位客人服务时，我如何对待正在等候的客人？2.What might happen if I do not take time to verify the guest name, room number and fax number? 如果我没有时间来核实客人姓名、房号及传真号，可能会出现什么问题？3.What information must be told to all guests? 必须把什么信息告知客人？4.a) Can I throw the transmission fax away? 我可以把传送的传真扔掉吗？b
14、) How do I present the fax if I have run out of envelopes? 没有信封的情况下，我应如何交接传真？5.How do I charge a guest who is not staying with us? 如何向一位非住店客人收费？6.What happens if I forget to log into the log book or forget to file the transmission report? 如果忘记做发送传真登记或报告归档，可能会出现什么问题？7.Whats the first thing I do when
15、an incoming fax arrives? 收到传真时，第一件事应该做什么？8.If it is busy do I still have to record an incoming fax? 如果很忙，仍要对收到的传真做记录吗？9.What should I do if the guest has checked out and a fax arrives for him? 如果客人已离店，却收到其传真，应该如何处理？10. How are all faxes to be destroyed? 如何销毁传真？11. What is the charge for an incoming fax? 收传真的资费是多少？
