【正文】 credit cards. 明星服務(wù)中心的傳真機(jī)用途是什么？明星服務(wù)中心的傳真機(jī)是內(nèi)部使用的。如 前臺(tái)的人發(fā)傳真取消預(yù)受權(quán)等。What is the number of reservations?88818, 88816 and 88813.預(yù)定部的分機(jī)是？88818, 88816 and 88813.How do you connect a caller with reservations?Thank you for waiting Sir/Madam, I will connect you with reservations.怎樣為客人轉(zhuǎn)接預(yù)定部的電話？請(qǐng)稍等，我?guī)湍D(zhuǎn)我們的預(yù)定部。What are the opening hours of reservations?From till Monday to Friday, and Saturday from till .預(yù)定部的營業(yè)時(shí)間是？周一到周五，從早晨9：00點(diǎn)到晚上9：00。Who is taking the reservations outside operating hours?When the EF is still open, they will handle the reservations, otherwise the Front Desk.誰負(fù)責(zé)預(yù)定部下班以后的預(yù)定？當(dāng)行政樓層仍開放時(shí)，他們將幫助預(yù)定，否則即由前臺(tái)負(fù)責(zé)。Where do you find the lost and found forms?At the housekeeping department.哪里可以找到失物認(rèn)領(lǐng)單?？头坎縄s it possible for a guest to listen to his voic from another telephone?No, it is only possible to listen to the voic from the room telephone.其它的電話客人可以聽取語言留言嗎?不能，客人只能在客房?jī)?nèi)的電話上聽取留言。Is it possible for a guest to listen to his voic when he is checked out?It is only possible if there is no one checked in yet and the room is still dirty and not occupied. You can give the guest a key to enter the room again and listen to his/ her voic. 當(dāng)客人退房后可以聽取語言留言嗎？如果客人退房只有在原客人房間是贓房、空房的情況下才能讓客人返回房間聽取留言。How do you leave a voic without calling and letting the phone ring?No, this is not possible. If you do not want the phone to ring, you can leave a message in Opera and click lamp on. This way the red light on the phone will blink and the guest has to call SS and will receive the message entered in the system.怎樣在不打電話和不讓電話響的情況下給客人做語言留言？不，不可能。如果你不想讓電話響，你可以在Opera中點(diǎn)上LampOn并做留言。 這樣客人房間的電話登會(huì)紅燈閃，客人得打明星服務(wù)中心的電話來聽取留言。What do you have to do when an employee calls and asks for an outside line?Employees are not allowed to get an outside line. If they are allowed to have an outside line, they will have their own code to get an outside line. You can always connect employees to the GSM mobile.內(nèi)部員工想打外線能否代撥？?jī)?nèi)部員工不可以通過總機(jī)撥打外線。如果他們有撥打外線的密碼，他們也可以自己撥打。但是可以為內(nèi)部員工轉(zhuǎn)接GSM 手機(jī)。What do you do if a guest asks for an outside line?Say it is no problem and that if the guest would like to have an outside line without having to call SS, the guest has to press the 9 before the telephone number. If a guest at Front Desk asks an outside line, it is not possible.如果是客人要撥打外線呢？沒問題?？倷C(jī)可以代撥，客人也可以在客房撥打，但撥號(hào)碼之前要先撥“9”。What do you do if someone asks for the room number of a guest?You never give the room number of a guest, or the name in case of a roomnumber. This is for the safety of our guests. At the Front Desk we can look up the room number or name and then connect the guest to the room, without saying the room number. At SS we do not tell the room number as well. Only if the caller asks for room number 2005, we will check the guests name with the caller. You have to ask the caller for the name of the guest. If this matches the name in Opera you can transfer the call to the room.如果有人要問詢客人房號(hào)應(yīng)怎么處理？為客人的安全起見，客人房號(hào)是不可以透漏的，反之亦然。在前臺(tái)，如果對(duì)方知道姓名可以幫他查詢?nèi)缓筠D(zhuǎn)接但同時(shí)不能透漏房號(hào)。在總機(jī)，如果來電者知道房號(hào)，你需先核對(duì)客人姓名是否與Opera一致后再轉(zhuǎn)接。If a guest would like to have clothes washed or ironed, is that possible and what are the costs?Yes, this is possible, we have 24 hour service. After operating hours of laundry, service express charge will be charged, which is 50% more than regular service. During operating hours we offer express service as well (4 hours). We charge 50% extra service charge as well.如果客人想要衣服送洗或者熨燙，可以嗎？怎么收費(fèi)？可以，我們提供24小時(shí)服務(wù)。如果超過洗衣房營業(yè)時(shí)間將加收50％的服務(wù)費(fèi)。What are the opening hours of dry cleaning, washing, ironing etc?If the laundry is handed in before , it will be delivered to the room before . Any other service will be service express. Laundry operates from till , but we offer a 24 hour per day service.干洗，水洗，熨燙服務(wù)的營業(yè)時(shí)間是?如果10：00之前送洗將在下午5：00送回。10：00之后送洗要與客人確認(rèn)是快洗還是普通洗？洗衣房的營業(yè)時(shí)間是早上7：00到晚上7：00，但我們提供24小時(shí)服務(wù)。What do you do if there is a phone call about a fire in the hotel?Get as many detailed information as possible. Like name of the caller (guest or associate), place of the fire, location of the caller, how bad the fire is, what kind of fire etc.Inform the fire control center by dialing 119 or 110and inform them about the fire and pass them the details. Call the GSM, duty engineering, duty housekeeper and the security manager about the fire and the location. If there is proved to be a fire, the fire control will lea