【正文】 不要說出你不知道他們在哪？ o If they are not available promptly, offer to help or take a message 如果他們此時不在，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。 集中精力進行接聽電話。 ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention. ? Enforces rules and 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 them on mon 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. 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務中心編制 Page 8 of 53 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, callin and follow up action taken according to the standard operation procedure. Key Responsibilities ? Responsible for ensuring that clear and constant munication line is kept with all staff, areas and hotel department. ? To 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 and professional, yet warm and friendly manner. ? To ensure have a plete 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 supervisor on duty and report the fault directly to the GSC manager. ? To be pletely 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 Front Office, and hotel uniform. ? Responsible for the general cleanliness of the working area. 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務中心編制 Page 9 of 53 SUBJECT: TELEPHONE ETIQUETTE 電話禮儀 .Policy 政策 To ensure a consistent standard of handling ining calls to leave callers a good impression. 確保轉接電話的連貫性，給打電話的客人留下良好的印象。 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歷。深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務中心編制 Page 1 of 53 Guest Service Center 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務中心編制 Page 2 of 53 TABLE OF CONTENTS Part One Part 1 ?Wele Letter From Director of Rooms Page 03 ?Departmental Organization Chart Page 04 Part 2 ? Job description ? GSC Manager Page 05 ? GSC Supervisor Page 06 ? GSC Shift Leader Page 07 ? GSC Agent Page 08 ? Standard Operating Procedures ? Telephone Etiquette Page 09 ? Handling Wake Up Calls Page 15 ? Make A Reservation Page 18 ? Fax/Message Delivery Page 22 ? Do Not Disturb Request Page 26 ? Confidential Request Page 27 ? Screen Calls Page 28 ? Luggage Collection Page 29 ? Guest Request Items Page 31 ? Room Change Page 33 ? Maintenance Request Page 36 ? Mini Bar Posting Page 38 ? Weather Forecast Page 40 ? Long Distance Calls by Hotel Staff Page 41 ? Handling Guest Complaint by Phone Page 42 ? Handling Lost amp。我們激勵員工通過不斷的學習和培訓，來豐富專業(yè)知識，改善服務技巧，提高勞動生產力，最終取得整體前廳部的成功。 門童 司機10 12 2 10 15 101G u e st Se r v i ce C e n t e r M an ag e r客戶服務中心經理M s. San d r a H u an g 1M r . D av i d Yan g C h i e f C o n ci e r g e禮賓司深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務中心編制 Page 5 of 53 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 munication with concerned sections and departments. Key Responsibilities ? Monitor daytoday operation of Guest Service Center. ? Directly report to Front Office Manager. ? Perform any assignments delegated by FOM or AFOM. ? Go through Guest Service Center