【正文】 overall operational efficiency by performing relevant duties as assigned. ? Use your supervision skills effectively to encourage and motivate staff. ? Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention. ? Provide guests with the most accurate and uptodate information at all times. ? Ensure efficient provision of an accurate record of telephone calls by supervising that all guest requests are followed up accordingly. ? Regularly conduct on job training for all GSC agents, uplift the morale and soothe the grievance of staff. ? Keep the cleanliness and tidiness of working environment, and maintain all GSC agents appearance. Keep hygiene, good attitude and telephone manner, and maintain adequate suppliers and stationeries for GSC office usage. ? Reports unusual occurrences to GSC manager. 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務(wù)中心編制 Page 7 of 53 JOB DESCRIPTION JOB TITLE: Guest Service Center Shift Leader AREA/DEPARTMENT: Rooms Division / Front Office / Guest Service Center REPORTS TO: Guest Service Center Manager / Supervisor POSITIONS SUPERVISED: Guest Service Center agent JOB SCOPE: Assist the Guest Service Center supervisor in supervision of controlling and preparation of daily operation. Coordinate with all other sections and departments. Monitor all guests’ call in and follow up action to be taken by GSC agents properly with satisfaction. Key Responsibilities ? Assist the GSC supervisor to supervise the callin and follow up action in the absence of GSC supervisor. ? Having a positive attitude towards work, be selfdisciplined and selfmotivated, set a good working example for all subordinates. ? Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section. ? Contribute to overall operational efficiency by performing relevant duties as assigned. ? Assist the GSC supervisor on monitoring guest service personnel constantly。 ? If an ining call is not convenient, explain why and take the name and number of the caller and offer to phone back. 如果來(lái)電不方便談話，解釋原因和留下對(duì)方的姓氏和電話號(hào)碼，并主動(dòng) 致電。 Procedures 程序 1. Preparation 準(zhǔn)備 Get ready with wake up call sheet and ball pen on the hand 準(zhǔn)備好筆和叫醒服務(wù)記錄表 2. Answering the call 接聽(tīng)電話 Answer the call within 3 rings by saying: “Good evening, Guest Service Center, Sandra speaking, Mr./Mrs. XX, how may I help you?” 三聲內(nèi)接起電話：“晚上好，服務(wù)中心，我是 Sandra , XX 先生 /小姐，有什么可以幫到您 3. Listening. 傾聽(tīng) Listen attentively and do not interrupt the guest. 專(zhuān)心傾聽(tīng) , 不中斷客人的講話 4. Repeat 復(fù)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?” 清晰地復(fù)述客人要求的叫醒時(shí)間，并且從話務(wù)臺(tái)顯示屏看到客人的房號(hào)和姓名：“是的， XX 先生 /小姐，您的叫醒時(shí)間是 ，您的房號(hào)是 ，請(qǐng)問(wèn)正確嗎？請(qǐng)問(wèn)您還有什么需要我們幫忙嗎？” b) Take down the details on the wake up call sheet after confirmed with the guest 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務(wù)中心編制 Page 16 of 53 與客人確認(rèn)后，詳細(xì)地記錄在叫醒服務(wù)記錄表上。 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務(wù)中心編制 Page 18 of 53 SUBJECT: MAKE A RESERVATION 電話預(yù)訂客房 Policy 政策 Actuality of reservation is very important, it can help to control room inventory, and also affect guest?s checking in experience. When GSC Agent makes a reservation for guest, the following procedure should be done. 一個(gè)預(yù)訂是很重要的，它能幫助控制房間的銷(xiāo)售狀況，也會(huì)影響客人入住的體驗(yàn)，當(dāng)服務(wù)中心的員工為客人做預(yù)訂時(shí)，程序如下： Procedures 程序 1. Telephone was answered within 3 rings. 三聲內(nèi)接起電話： 2. Greet guest. 問(wèn)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 checkout date. Check room inventory. 確認(rèn)入住和退房的日期，查看房間可售表 Guest: “I want to make a reservation.” 客人：我想預(yù)訂一個(gè)房間 Staff: “How may I address you, sir?” 員工：先生請(qǐng)問(wèn)怎么稱(chēng)呼您？ Guest: “This is Steven Brown.” 客人：我是史迪文 .布萊恩 Staff: “Mr. Brown, are you our Priority Club member?” 員工：布萊恩先生，請(qǐng)問(wèn)您是我們的會(huì)員嗎？ Staff: “Did you stay in our hotel before? And may I have you check in and check out date.” 員工：請(qǐng)問(wèn)您以前住過(guò)我們酒店嗎？能知道您入住的日期和離店的日期嗎？ (Ask whether guest is return guest, in order to find out which price has been offered before and also guest’s preference 詢問(wèn)客人是否是回頭客，是為了方便了解客人喜歡房間的類(lèi)型和以前的房?jī)r(jià) .) Guest: “Check in on XXX and check out on XXX.” 客人：“入住時(shí)間是 退房時(shí)間是 (GSC Agent must listen carefully about checking in and checkout date. Then check room inventory 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務(wù)中心編制 Page 19 of 53 ，并查看 房間明細(xì)表 ) If no room available, 如果沒(méi)有房時(shí) Staff: “Sorry, Mr. Brown hotel is fully booked on XXX. Would you like me to put your reservation in waiting list or would you like me to remend another hotel for you?” 員工：不好意思，布萊恩先生，我們酒店在 XXX 滿房，您是否愿意將您的預(yù)訂放在酒店等候名單中，或者為 您推薦其它的酒店 (Remember: PCR platinum member’s booking is 72 hours guarantee booking.”白金卡會(huì)員的預(yù)訂是72 小時(shí)擔(dān)保預(yù)訂， ) If guest would like you to put his reservation in waiting list, the reservation details should be taken down. 如果客人愿意將預(yù)訂放在等候名單中，我們將詳細(xì)記下客人的預(yù)訂資料。 PROCEDURE 步驟 1. Receive the fax 收到傳真 Check the fax machine once you notice the ining fax signal. 一聽(tīng)到傳真信號(hào)的聲音 ， 就須有查傳真機(jī)的反應(yīng)。 Inhouse guest: 入住客人 ： 1) Check the name and fill in the guest ining fax cont