【正文】 Note: ***Destroy the original document if the guest do not want to keep it ***The staff can not mention the fax contents intended 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商務中心編制 Page 15 of 55 注意： ***如果客人不需要將文件保存員工應立即幫助銷毀 ***員工不允許故意的談及文件相關內(nèi)容 SUBJECT: PHOTOCOPY PROCEDURE 復印服務 .Policy 政策 Ensure offer efficient and clarity photocopy service to guest 為了確保提供高效清晰的復印服務給客人 Procedures 程序 1. Greet the guest Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？ ” to show courtesy and respect to guest If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as possible, seat the guest first. 問候客人 當客人走進商務中心，員工起立微笑并主動問候客人，詢問客人有什么可以效勞 如果你正在電話中或服務其他客人，要與進入商務中心的客人點頭示意，并指引客人先坐下等候，并盡快為客人服務。 Surcharge 頁數(shù)及服務費 f) Telephone Cost 電話成本 g) Miscellaneous charge 雜項收費單單號 h) BC Clerk/Handle by 經(jīng)手人 i) Payment 付款方式 j) Remarks 備注 B shift staff need to print on fax report from fax machine at 23:00 and submit to Famp。 Procedures 程序 1. Greet the guest Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？ ” to show courtesy and respect to guest If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as possible, seat the guest first. 問候客人 當客人走進商務中心，員工起立微笑并主動問候客人，詢問客人有什么 可以效勞 如果你正在電話中或服務其他客人，要與進入商務中心的客人點頭示意，并指引客人先坐下等候，并盡快為客人服務。 facilities. 2. To be ensure that Business Center is always in order and clean. 3. To be familiar with all types of services at Business Center. 4. To sort out all outgoing faxes and proceed immediately with the distribution to concerned parties without delay. 5. To project an image of discretion at all times and maintain food relations among Business Center staff and especially to guests. 6. To be responsible for an efficient and update filing system for the Business Center 7. To attend to guests services promptly and prepare transaction formalities for proper charges based on the service rendered. 8. To report to supervisor any information that may be of interest to service enhancement, especially, Business Center guest ments. 9. To perform any other duties as may be assigned by supervisors. 10. To make sure that all information and guest ments are written in the Log Book 11. To maintain and update the B/C library 12. To maintain a high standards of personal appearance and by hygiene at all times. 13. Be able to take reservation for BC guests 14. Well use if priority club program amp。S guidelines and ensure your direct reports do the same ? Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures ? Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly ? Initiate action to correct a hazardous situation and notify supervisors of potential dangers ? Log security incidents and accidents in accordance with hotel requirements Key Competencies Key Tasks Drive For Results ? Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals ? Strive for constant improvements and takes responsibility 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商務中心編制 Page 9 of 55 for achieving business results and persevere despite obstacles Understanding the Business ? Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information ? Adheres to Intercontinental Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policies ? Demonstrates an understanding of petitors’ major strengths and weaknesses ? Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and remendations ? Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable Problem Solving and Decision Making ? Diagnose problems and thoroughly analyse information to guide decision making ? Evaluate and assimilate critical information when reaching conclusions and make logical, petent decisions Customer Focus ? Build and maintain positive relationships with all internal customers and guests in order to exceed their needs ? Take action to address these needs in order to exceed their expectations ? Create a positive hotel image in every interaction with internal and external customers ? Adhere to hotel brand standards ? Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests ? Assist guests and escort them to locations within the hotel at their request ? Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs ? Maintain current Hotel information to be able to provide information to guests ? Implements procedures which enhance the guest experience Innovation ? Generate new ideas and encourage creativity from your staff ? Recognize the need for new and modified approaches Teamwork ? Demonstrate coo