【正文】 給客人并告知客人消費(fèi)金額并將其原件及傳真報(bào)告一并送到房間 5. 如果傳真未能成功發(fā)送，通過(guò)電話直接聯(lián)系客人并詢問(wèn)是否有新的傳真號(hào)碼 6. 如果客人不在房間手寫(xiě)留言給客人并告知情況 B If the guest wants to send at the pointed time B 定時(shí)發(fā)送 1 Confirm the exact time 2 Set up machine as below: “定時(shí)發(fā)送” 輸入設(shè)定指定時(shí)間 “設(shè)定” 輸入傳真號(hào)碼 “開(kāi)始” 掃描文件 3 Check the fax machine at the pointed time to see if it works properly 1 和客人確認(rèn)發(fā)送時(shí)間 2 按照如下步驟操作： 首先選擇“定時(shí)發(fā)送”功能鍵 輸入發(fā)送傳真時(shí)間 按“設(shè)定”鍵 輸入傳真號(hào)碼 按“開(kāi)始”鍵 掃描文件 3 到指定時(shí)間檢查傳真機(jī)是否正常工作 5. Payment Check the telephone cost of folio 5 in PMS Confirm the payment with guest 收取費(fèi)用 在電腦系統(tǒng)的 5 查詢電話費(fèi)用 與客人確認(rèn)付款方式 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商務(wù)中心編制 Page 14 of 55 A) Cash a) Fill in the miscellaneous form with the exact price and get the guest signature b) Give the guest receipt after settle A) 客人以現(xiàn)金結(jié)算 a) 填寫(xiě)雜項(xiàng)收費(fèi)單并注明客人消費(fèi)金額并讓客人簽名 b) 結(jié)算完畢給客人提供發(fā)票 B) Charge to room a) Double confirm guest room number and name b) Fill in the miscellaneous form with the exact price and get the guest signature c) Post the charge to the guest folio in PMS B) 將費(fèi)用拋入房間 a) 與客人再次確認(rèn)房間號(hào)碼與姓名 b) 將填寫(xiě)準(zhǔn)確消費(fèi)金額的雜項(xiàng)收費(fèi)單給客人簽名予以確認(rèn) c) 將其消費(fèi)輸入客人房間 C) Credit Card a) Slip the credit card on the post machine, make sure the amount is correct. b) Obtain the guest signature on the voucher c) Fill out the miscellaneous form with the exact price and get the guest signature d) Give the guest one credit card slip attach with the hotel invoice C) 客人以信用卡方式結(jié)算 a) 在信用卡機(jī)上將客人消費(fèi)金額準(zhǔn)確無(wú)誤刷卡 b) 讓客人在信用卡單上簽名 c) 將填寫(xiě)準(zhǔn)確消費(fèi)金額的雜項(xiàng)收費(fèi)單給客人簽名予以確認(rèn) d) 將信用卡回執(zhí)給客人并給客人酒店的發(fā)票 6. Record 記錄 All the on day outgoing fax must recorded on the outgoing fax control sheet manually 每天發(fā)送傳真當(dāng)班同事必須登記在傳真記錄上 Control sheet details: 記錄包括 a) Date 日期 b) Room No 房間號(hào)碼 c) Guest Name/Sender name 客人姓名 /發(fā)件人姓名 d) Fax Number/ pany name 傳真號(hào)碼 /公司名稱 e) Pages amp。 2. Get guest requirement Get guest copy requirement Quotation Get guest document Double check guest room number and guest name Confirm guest requirement 詢問(wèn)客人的需求 得到客人復(fù)印的需求 報(bào)價(jià) 接過(guò)客人的文件 確認(rèn)客人的房間號(hào)碼和姓名 確認(rèn)客人復(fù)印的要求 3. Making copy A) Auto Copy 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商務(wù)中心編制 Page 16 of 55 Please flowing the steps as below: Place the originals in the optional paper tray Adjust the side guide to fit the size of your originals Make sure place the originals face up on the paper tray 復(fù)印 A) 自動(dòng)復(fù)印 按照以下步驟進(jìn)行自動(dòng)復(fù)印 將原件放入面盤上 根據(jù)客人的要求調(diào)節(jié)機(jī)器調(diào)節(jié)器 保持原件的正面朝上 B) Manual copy Please flowing the steps as below: If copy is a binding or file document or book, place the originals on the platen glass 1) Lift the platen glass cover 2) Place the originals on the platen glass face downward 3) Gently put off the platen glass cover 4) Select tray type of paper required (A3 or A4 ) B) 手動(dòng)復(fù)印 請(qǐng)按照如下步驟進(jìn)行操作： 如果客人的原件是裝訂文件中的一張或一本書(shū)，把文件的 正面朝上 1) 打開(kāi)復(fù)印機(jī)的蓋子 2) 將原件面（有字面）朝下放在復(fù)印機(jī)的面盤上 3) 蓋上蓋子 4) 根據(jù)紙張的大小來(lái)調(diào)節(jié)按紐進(jìn)行復(fù)印 C) Special requirement Pagination copy All the steps will following Auto copy, but must turn on pagination button ID copy Double sides copy Transparency copy If the guest wants to copy lots of transparency, must copy it one by one, avoid the transparency adhibits together C）特殊要求 分頁(yè)復(fù)印 所有的步驟遵循自動(dòng)復(fù)印，但是在復(fù)印之前必須先按分頁(yè)功能按紐 身份證復(fù)印 雙面復(fù)印 膠片復(fù)印 如果客人復(fù)印大量的膠片切記不能進(jìn)行快捷復(fù)印，必須一頁(yè)一頁(yè)的復(fù)印，以避免文件粘在一起 4. Confirm the copy with guest All copies must try one page and show to guest confirm 和客人確認(rèn)復(fù)印的效果 所有的復(fù)印必須先復(fù)印一張測(cè)試頁(yè)并與客人確認(rèn)其效果，如果客人滿意將按照客人的需求復(fù)印 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商務(wù)中心編制 Page 17 of 55 5. Get back original and copies to guest Double confirm with the guest to meet his needs and pass the original document to the guest with two hands 將原件 和復(fù)印件歸還給客人 雙手將原件和復(fù)印件交給客人，并和客人確認(rèn)復(fù)印效果 6. Payment Confirm the payment with guest 收取費(fèi)用并輸入電腦 與客人確認(rèn)付款方式 A) Cash a) Fill in the miscellaneous form with the exact price and get the guest signature b) Give the guest receipt after settle 客人以現(xiàn)金結(jié)算 a) 填寫(xiě)雜項(xiàng)收費(fèi)單并注明客人消費(fèi)金額并讓客人簽名 b) 結(jié) 算完畢給客人提供發(fā)票 B） Charge to room a) Double confirm guest room number and name b) Fill in the miscellaneous form with the exact price and get the guest signature c) Post the charge to the guest folio in PMS 將費(fèi)用拋入房間 a) 與客人再次確認(rèn)房間號(hào)碼與姓名 b) 將填寫(xiě)準(zhǔn)確消費(fèi)金額的雜項(xiàng)收費(fèi)單給客人簽名予以確認(rèn) c) 將其消費(fèi)輸入客人房間 C） Credit Card a) Slip the credit card on the post machine, make sure the amount is correct. b) Obtain the guest signature on the voucher c) Fill out the miscellaneous form with the exact price and get the guest signature d) Give the guest one credit card slip attach with the hotel invoice 客人以信用卡方式結(jié)算 a) 在信用卡機(jī)上將客人消費(fèi)金額準(zhǔn)確無(wú)誤刷卡 b) 讓客人在信用卡單上簽名 c) 將填寫(xiě)準(zhǔn)確消費(fèi)金額的雜項(xiàng)收費(fèi)單給客人簽名予以確認(rèn) d) 將信用卡回執(zhí)給客人并給客人酒店的發(fā)票 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商務(wù)中心編制 Page 18 of 55 SUBJECT: TYPING SERVICE 打字服務(wù) Policy 政策 Offer the efficiency accurate secretary service 提供精確的秘書(shū)服務(wù) Procedures 程序 1. Greet the guest Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？ ” to show courtesy and respect to guest If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as possible, seat the guest first. 問(wèn)候客人 當(dāng)客人走進(jìn)商務(wù)中心，員工起立微笑并主動(dòng)問(wèn)候客