【正文】 PROCEDURE 步驟 1. Receive the fax 收到傳真 Check the fax machine once you notice the ining fax signal. 一聽到傳真信號(hào)的聲音 ， 就須有查傳真機(jī)的反應(yīng)。 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 Listen attentively and do not interrupt the guest. 專心傾聽 , 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)問正確嗎？請(qǐng)問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。 門童 司機(jī)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(wù)中心經(jīng)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(wù)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 logbook and handover book for followup action and delegated accordingly. ? Monitor the room special arrangement for VIPs, PCR members or individual guests based on the daily activity report and brief to all GSC personnel. ? Aware of the room status of occupancy forecast and alert GSC personnel. ? Always conduct training for GSC agents, uplift the morale and soothe the grievance of staff. ? Perform all duties, other than the above as requested by the hotel, pany policies. ? Prepare Duty Roaster to ensure the adequate coverage of hotel occupancy and control staff leaves. ? Keep smooth munication with all relative sections and departments and review the working performance monthly for team rebuild. ? Handle guest plaints with tact and diplomacy to avoid future irritation, contact with guest to maintain smooth relationship between management and guests. ? 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. 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 6 of 53 JOB DESCRIPTION JOB TITLE: Guest Service Center Supervisor AREA/DEPARTMENT: Rooms Division / Front Office / Guest Service Center REPORTS TO: Guest Service Center Manager POSITIONS SUPERVISED: Guest Service Center shift leader / Guest Service Center agent JOB 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 ? Assist Guest Service Center manager in monitoring daytoday operation with proper processing. ? Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section. ? Ensure that all daily reports printed are filed accordingly in the respective files. ? Contribute to 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 depa