【正文】 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.” 立即將傳真按原號碼傳回，并注明客人“沒來或已退房” 的字樣。如果客人是當(dāng)天離店的話，需在信封蓋上“ URGENT”并同時打電話給客人告之有傳真 ,會在 5 分鐘內(nèi)送去房間。 Check the name print on fax should tally with the name in LANmark. 客人的名字需和 LANmark 系統(tǒng)的名字一致。 2. Sort out all ining faxes and separate the faxes. 把收到的傳真分門別類。價格是人民幣 XXX 一個晚上，每天含一個免費早餐，不需要接車服務(wù)，您的預(yù)房確認號碼是 XXX (Provide hotel address: Our hotel is located in Overseas Chinese Town, opposite to Window Of The World 提供酒店的地址：我們酒店的位置在華僑城，世界之窗的對面 .) 9. Thanks for the reservation. Staff: “Thank you for choosing Crowne Plaza Shenzhen, Mr. Brown.” 員工：布萊恩先生，感謝您選擇深圳威尼斯皇冠假日酒店。 If rooms are available, 如果有房間 Staff: “Mr. Brown, will you travel alone?” 員工：“布萊恩先生，您是單獨一個人旅行嗎？ (Ask this question, in order to remend proper room type according to guest needs. If travel with family, deluxe room above category should be remended. 問這個問題是為了根據(jù)客人的需要介紹適當(dāng)?shù)姆啃徒o客人，如果是和家人一起旅行，須介紹毫華房以上類型的房間 ) Staff: “We have superior room, deluxe room and suite, which kind of room would you prefer?” 員工：我們有高級房，豪華房，還有套房，請問您喜歡哪種類型的房間呢？ (To be ready for being asked difference between different room category and selling price. Don?t fet upselling.) 隨時為客人提供不同的房間類型及價格，并記得向客人推薦更高等級的客房。 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 17 of 54 10. Group wakeup call service 團隊叫醒 GSC agent will double confirm the group room number and wakeup call time with receptionist and night shift AM, make sure all the group rooms wakeup call are correct. Update the system room by room. Next morning shift GSC agent will be brief for the group wakeup call service. 服務(wù)中心人員將與夜班接待員及大堂經(jīng)理核實團隊房號及叫醒時間，確保準(zhǔn)確無誤。 Details as following: 細節(jié)如下： Guest room number/folio number 客人房號 /確認號 Wake up call time 叫醒時間 Note: For the inhouse VIP guests, we must offer personally wake up call to them. Say: “ Good morning, Mr./Mrs. XX. This is your 6:30 morning call. Today the temperature is XXX. We wish you will have a nice day.” 備注：如果是 VIP 叫醒，我們必須提供人工叫醒服務(wù)，：“早上好， XXX 先生 /小姐，這是您 6： 30 分的叫醒服務(wù)，今天的天氣是 ，祝你一天愉快。 Asking to hold on while ?I get pen, paper, etc……? 讓來電者“等一下，我拿支筆，拿張紙 …… ” Always have pen and paper on hand 紙和筆隨時準(zhǔn)備在手 Demonstrate that you are listening by making “continuity noises” such as “um”, “yes”, “really”, “OK” 在聆聽電話過程中使用“連續(xù)性的聲音”，如“嗯”、“是的”、“真的” Give the telephone conversation your undivided attention and keep telephone manner. 仔細聆聽，使用禮貌用語 Placing the caller on hold and not checking back. 讓來電者在線上等待但沒有核實是否有結(jié)果 Keep to contact with guest on 15 seconds basis and thanks the guest for waiting 保持每隔 15 秒與客人跟進并感謝客人等候 Language abuses. 語言表達不當(dāng) Use the magic words during the conversations like: Certainly, Thank you, My pleasure 在通話過程中始終使用禮貌用語 Not keeping followup promises. 沒有對承諾進行跟進 Always keep follow up to fulfill the guest?s needs, and ensure satisfy the guest. 始終保持跟進，確?？腿藢ξ覀兊姆?wù)滿意 Taking inplete messages. 留言不完整 Ensure take a pletely and correct message for both internal and external guests. 確保留言內(nèi)容完整無誤 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 15 of 54 SUBJECT: HANDLING GUEST WAKE UP CALLS 電話叫醒服務(wù) .Policy 政策 It?s the policy of our hotel to provide an efficient and accurate wakeup service for all in house guests. To achieve guest satisfaction through a personalized wake up service. 我們酒店的政策是對所有住店客人提供快捷且準(zhǔn)確的叫醒服務(wù)。 Standard phrases to use: 標(biāo)準(zhǔn)用語 1. Transferring Calls 轉(zhuǎn)電話 If caller requests for transfer, say…如果來電者要求轉(zhuǎn)電話，說： “Certainly, allow me to transfer your call to the ( ).May I place you on hold?” Wait for the caller to say “Yes”. “好的，我將把您的來電轉(zhuǎn)給 ( )，請稍等片刻好嗎？”待來電者答應(yīng)之后再轉(zhuǎn)電話 2. When The extension is engaged 當(dāng)被轉(zhuǎn)接分機占線時 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 12 of 54 “Thank you for holding, Mr. Tan is still on the line. Would you like to leave a message or call back later?” “感謝您的等候，譚小姐現(xiàn)在在講電話。 ? Err on the side of being helpful – volunteer help, don?t wait to be asked. 對方需要被幫助 – 主動幫助，不要等待被詢問。 Procedures 程序 It ?s the policy of the hotel that we should always answering the telephones in a consistently manner. 我們酒店的政策是在任何情況下，不 論是內(nèi)部電話還是外線電話，都要保持接聽所有電話的連貫性。 Yours truly, 此致 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 4 of 54 FRONT OFFICE ORGANIZATION CHART F O M前廳部經(jīng)理1A sst . F O M前廳部副經(jīng)理1A sst . M a n a g e r C PC M a n a g e r R e c e p t i o n M a n a g e r大堂副理 行政樓層經(jīng)理 接待經(jīng)理M r . O l i v e r Z h a o M r . L e e K w a n T a e M s. A n n i e C a iM r . St e v e n W a n g 1 1M s. B e t t y Z h a oM r . Jo h n so n Z h u4F D Se n i or Su pe r v i s or Se n i o r Su p e r v i so r Se n i o r Su p e r v i so r高級接待主管 禮賓部高級主管 車隊高級主管1 1 1G R O Su p e r v i so r B C Su p e r v i so r G SC Su p e r v i so r C o n c i e r g e Su p e r v i so r客戶關(guān)系主管 商務(wù)中心主管 客戶服務(wù)中心主管 禮賓部主管1 1 1 1Se n i o r G R O F D A sst . Su p e r v i so r B C A sst . Su p e r v i so r G SC A sst . Su p e r v i so r A sst . Su p e r v i so r高級客戶關(guān)系主任 接待副主管 商務(wù)中心副主管 客戶服務(wù)中心副主管 禮賓部副主管2 2 1 3 2G R O F D A g e n t B C C l e r k G SC C l e r k B e l l ma n amp。 Found Items Page 45 ? Medical Assistance to In House Guest Page 48 Part 3 ? Priority Club Reward Page 50 Part 4 ? Acknowledgement letter by employee Page 53 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 3 of 54 Dear team member, Firstly, a very warm wele to the Crowne Plaza Shenzhen as part of Front