【正文】 If any fax whose receiver could not be identified, report to supervisor or manager to handle it.如果傳真不容易辨別是傳給哪一個(gè)客人，需及時(shí)報(bào)告主管或經(jīng)理讓他們?nèi)ヌ幚怼nhouse guest: 入住客人：1) Check the name and fill in the guest ining fax control sheet.查找客人并做登記。Control sheet item: 登記要素：a) Date 日期b) Time 時(shí)間c) Room number 房號(hào)d) Guest name 客人姓名e) Fax number 傳真號(hào)碼f) No. of pages 頁(yè)數(shù)g) GSC Agent 收件人h) Inform to 被通知人i) Inform time 通知時(shí)間j) Bell name and taken time 行李生名字和接收時(shí)間k) Remark 備注2) Fill in the guest name and room number on the fax envelope with printed. Inform concierge to send the fax. If guest will c/o on day, please printed “urgent” stamp on it. And call guest room to inform guest, there is a fax ing in, and we will deliver it within 5 minutes.在信封上填寫(xiě)客人姓名和房間號(hào)碼并通知禮賓部。如果客人是當(dāng)天離店的話(huà)，需在信封蓋上“URGENT”并同時(shí)打電話(huà)給客人告之有傳真,會(huì)在5分鐘內(nèi)送去房間。For guest arrival: 將到店客人：1) If the guest will arrive in few days, write down the information on the ining control sheet “remark” and highlight it, and fill in the fax envelope and write exact C/I date and folio no, file them by date.如果客人將要到店，需在傳真登記表的備注里和信封上標(biāo)明準(zhǔn)確的入住日期和確認(rèn)號(hào)，并用熒光筆在傳真登記表劃上以做強(qiáng)調(diào)。2) Write the “there is a fax in GSC upon C/I please inform GSC” in the addition remarks.在電腦系統(tǒng)里的補(bǔ)充備注中輸入“there is a fax in GSC upon C/I please inform GSC”。No show and the guest C/O:有預(yù)定但未來(lái)入住的客人或客人已離店。1） send it back immediately regarding to the original fax number with “dear sir/madam, this guest didn’t e last time/has already checked out.”立即將傳真按原號(hào)碼傳回，并注明客人“沒(méi)來(lái)或已退房” 的字樣。If there is no fax number:a) write down the information on the ining control sheet “remark” with “no show or c/o” 在傳真登記表的備注里和信封上標(biāo)明“NO SHOW OR C/O” 的字樣和確認(rèn)號(hào)，并用熒光筆在傳真登記表劃上以做強(qiáng)調(diào)。b) Keep the fax for a week in case the guest e back and ask for it.傳真將會(huì)被保留一周以便領(lǐng)取。Internal 內(nèi)部 the fax amp。 message. 收到傳真和留言。All the fax amp。 message received must double check to make sure we do not send them to the wrong department. 在收到所有的傳真和留言后，都需反復(fù)核對(duì)，確保不要誤送錯(cuò)房間。Check the name and fill in the office ining fax control sheet. 查找有關(guān)信息并做登記。Control sheet item:登記要素a) Date 日期 b) Receiving time 接收時(shí)間c) Departmental name 部門(mén)名稱(chēng)d) Receiver name 收件人e) Fax number傳真號(hào)碼f) No. Of pages 頁(yè)數(shù)g) GSC Agent 登記人h) Inform to 被通知人i) Inform time 通知時(shí)間j) Taken by and taken time 取件人及取件時(shí)間k) Remark 備注 the fax amp。 message 發(fā)送傳真和留言 During office hour from 09:00 to 18:00, Guest Service center should pass the fax to concierge within 5 minutes after receiving the fax then call the relevant people or the relevant department head secretary to pick up the fax from Concierge. Concierge should ask the relevant people to sign on the Fax Hand Over Book with the exact time, date and name. 在辦公室運(yùn)作時(shí)間段（09：00 至18：00），服務(wù)中心收到酒店內(nèi)部傳真需在5分鐘內(nèi)將傳真轉(zhuǎn)交至禮賓部，隨即通知相關(guān)人員及時(shí)到禮賓領(lǐng)取傳真。禮賓部需讓取件人于傳真登記表上簽收名字，時(shí)間和日期。 After 6:00pm and holiday we will send fax amp。 message to department pigeonhole, if the fax is written by urgent, printed “urgent” stamp on it. And GSC will call the relevant people and confirm with them that the fax we can send to pigeonhole. 在晚上18：00以后或節(jié)假日，行李生會(huì)把傳真放進(jìn)有關(guān)部門(mén)的小信箱，但是如果傳真上有寫(xiě)“緊急”的字樣，服務(wù)中心需蓋上“URGENT”章，并打電話(huà)給有關(guān)人員詢(xún)問(wèn)是否緊急，再?zèng)Q定是放進(jìn)小信箱還是作其它處理。4. Record 登記The bell staff who delivered the fax or message must be properly recorded down the name and the exact time in the Concierge movement control sheet with relevant people or department. Faxes amp。 messages are not allowed to be kept at the concierge desk or GSC more than 5 minutes 當(dāng)行李生送傳真時(shí)，需填寫(xiě)名字和準(zhǔn)確時(shí)間在禮賓部傳真登記本中。 任何傳真和留言都不允許停留在禮賓部或服務(wù)中心超過(guò)5分鐘。SUBJECT: Do Not Disturb request 請(qǐng)勿打擾服務(wù)Policy 政策A guest room telephone can be flagged as DND for any period requested. The GSC staff must verify their action taken as the guest requested. Messages can be taken while this procedure is in effect.任何時(shí)間，在客人要求下，可為其設(shè)定“請(qǐng)勿打擾”功能。但必須明確是客人本人的要求。在“請(qǐng)勿打擾”狀態(tài)下，應(yīng)為客人做留言。Procedure 程序1. Note the guest’s room number and name who wished to remain in the room undisturbed.記錄下需要作“請(qǐng)勿打擾”服務(wù)的客人姓名和房號(hào)。2. Check with the guest if they wish to be undisturbed for a certain time period.詢(xún)問(wèn)客人是否只需要一段時(shí)間的“請(qǐng)勿打擾”。3. The GSC staff must verify their action taken as the following phrase:服務(wù)中心員工應(yīng)用以下語(yǔ)氣詢(xún)問(wèn)客人：“May I know what should I do if there are urgent calls or long distance calls, and how can I explain to the guest?”請(qǐng)問(wèn)如果有緊急電話(huà)或長(zhǎng)途，我們應(yīng)該怎樣對(duì)來(lái)電客人解釋呢？4. Set up the DND via the switchboard.通過(guò)交換機(jī)設(shè)置“請(qǐng)勿打擾“狀態(tài)。5. Mark with “D” next to the guest name in LANmark system.在電腦系統(tǒng)上，客人姓名后面標(biāo)上“D”6. Write the details of the DND on the notice board and logbook.在交班本和白板上記錄細(xì)節(jié)。SUBJECT: Confidential request 請(qǐng)求保密服務(wù)Policy 政策Guests will have the option to remain totally private and undisturbed during their stay with us, the Guest Service Center must deny all knowledge of the guest, which enables the guest to stay “incognitos”.客人在住店期間，為了保護(hù)自己的隱私生活不受干擾，可以要求客戶(hù)服務(wù)中心不向外界透露任何相關(guān)的信息。Procedure 程序7. Note the guest’s room number and name who wished to keep confidential service.記錄下需要作“請(qǐng)求保密”服務(wù)的客人姓名和房號(hào)。8. Check with the guest if they wish to keep confidential for a certain period.詢(xún)問(wèn)客人是否只需要一段時(shí)間的“請(qǐng)求保密”。9. If asked by outside callers, deny knowledge of guest by saying that we do not have any inhouse (or reservation) by this name as the following phrase “I am sorry, we do not have a listing under that name, thank you for calling.”如果有人從店外電話(huà)詢(xún)問(wèn)客人的信息，應(yīng)用以下的語(yǔ)氣告訴來(lái)電者：“非常抱歉，但我們確實(shí)找不到您所說(shuō)的客人資料，感謝您的來(lái)電”10. Set up the Confidential via the switchboard.通過(guò)交換機(jī)設(shè)置“請(qǐng)求保密”狀態(tài)。11. Mark with “I” next to the guest name in LANmark system.在電腦系統(tǒng)上，客人姓名后面標(biāo)上“I”12. Write the details of the Confidential request on the notice board and logbook.在交班本和白板上記錄細(xì)節(jié)。SUBJECT: Screen Calls 電話(huà)過(guò)濾服務(wù)Policy 政策A guest room telephone can be flagged as Screen Call for any period requested. The GSC staff must verify their action taken as the guest requested. 任何時(shí)間，在客人要求下，可為其設(shè)定“電話(huà)過(guò)濾”功能。但必須明確是客人本人的要求。Procedure 步驟13. Note the guest’s room number and name who wished to screen the calls.記錄下需要作“電話(huà)過(guò)濾”服務(wù)的客人姓名和房號(hào)。14. Check with the guest if they wish to s