【正文】 Standard phrases to use: 標(biāo)準(zhǔn)用語(yǔ)1. 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 .: Good morning, Crowne Plaza Shenzhen 您好, 深圳威尼斯皇冠假日酒店 Internal Calls from Rooms 來(lái)自客房的內(nèi)線電話: Greeting +Department / Section + Name + How may I help you .: 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(lái)自部門的內(nèi)線電話: Greeting + Name + May I help you .: Good morning, Lucy’s speaking, How may I help you?2. Departments 其它部門: DID Calls外線電話: Greeting +Department / Section + Name + How may I help you?.: 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?.: Good morning, Vivien speaking. How may I help you?Professional Telephone Behavior – Standards to aim for 專業(yè)電話接聽(tīng)禮儀行為 – 標(biāo)準(zhǔn)During the Callq Use Guest’s 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(tīng)電話或與客人對(duì)話中: Use the Guest’s nameit makes a BIG difference. 尊稱客人姓氏會(huì)帶來(lái)很大的益處q Demonstrate that you are listening by making “continuity noises” such as “um”, “yes”, “really”, “OK”在聆聽(tīng)電話過(guò)程中使用“連續(xù)性的聲音”，如“嗯”、“是的”、“真的”q 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。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(tīng)所有電話的連貫性。 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. To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the hotel. 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 on monitoring guest service personnel constantly。 Assist the GSC supervisor to supervise the callin and follow up action in the absence of GSC supervisor. Ensure efficient provision of an accurate record of telephone calls by supervising that all guest requests are followed up accordingly. Contribute to overall operational efficiency by performing relevant duties as assigned. Share all points of munication 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 Responsibilities Perform all duties, other than the above as requested by the hotel, pany policies. Go through Guest Service Center logbook and handover book for followup action and delegated accordingly.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 munication with concerned sections and departments. Key Responsibilities Acknowledgement letter by employee Page 53Dear team member,Firstly, a very warm wele 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 mitted to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated.真誠(chéng)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。 Job description l GSC Manager Page 05l GSC Supervisor Page 06l GSC Shift Leader Page 07l GSC Agent Page 08216。威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Guest Service CenterTABLE OF CONTENTSPart OnePart 1216。 Standard Operating Proceduresl Telephone Etiquette Page 09l Handling Wake Up Calls Page 15l Make A Reservation Page 18l Fax/Message Delivery Page 22l Do Not Disturb Request Page 26l Confidential Request Page 27l Screen Calls Page 28l Luggage Collection Page 29l Guest Request Items Page 31l Room Change Page 33l Maintenance Request Page 36l Mini Bar Posting Page 38l Weather Forecast Page 40l Long Distance Calls by Hotel Staff Page 41l Handling Guest Complaint by Phone Page 42l Handling Lost amp。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。 Monitor daytoday operation of Guest Service Center. Monitor the room special arrangement for VIPs, PCR members or individual guests based on the daily activity report and brief to all GSC personnel. Prepare Duty Roaster to ensure the adequate coverage of hotel occupancy and control staff leaves. Assist Guest Service Center manager in monitoring daytoday operation with proper proce