【正文】 禮賓部送到房間。Why do I need to handover the fax in an envelope?為什么我需要將傳真放進(jìn)信封？What should I do when the Bell Boy has no time?如果行李員沒有時間，我應(yīng)怎樣做？Why do I have to send the fax immediately ?為什么要立刻發(fā)送傳真？3) Billing 賬單Prepare a Business Center bill. Always ask the guest to sign after you indicated the price for sending the fax.準(zhǔn)備商務(wù)中心賬單，通常在說明發(fā)送傳真的價格后請客人簽字。If the guest is an in house guest, post the charges to the guest folio right away, and ask him/her to sign the bill.如果客人是住店客人，立刻將費用拋到客人房帳里，并請客人在賬單上簽字。6) Log amp。包括客人姓名，房間號，總頁數(shù)，目的地號碼及發(fā)送結(jié)果。Why do I need a log book?為什么我們需要一個交班本？Why do I need to file the transmission report after every shift?為什么在每個班次后需要將報告存檔？8) Recording ining fax 記錄接收傳真Record on Ining Fax Log Book.在接收傳真交班本上做記錄。 Room number or arrival date.客人姓名amp。Mr. XXX has already checked out of the hotel, please advise should you wish us to keep the facsimile. XXX先生已離店，請建議客人是否可由我們來保存?zhèn)髡?。DRILL LANGUAGE語言操練10) Additional information額外信息If there is no reply, then destroy the fax after 72 hours.如果沒有回應(yīng)，72小時后銷毀傳真。通常用碎紙機(jī)碎掉。 STANDARD OPERATING PROCEDURECHECK HOTELS EMAIL 查看酒店郵箱Task Number: 題目編號：BC0002Department: 部門：Business Center商務(wù)中心 Date Issued: 頒布日期：May 20082008年5月Guest Expectation:賓客期望：If I receive an via the Hotel mailbox, I expect to have the message delivered immediately. My main priority is that the message is treated confidentially and actioned swiftly by the person most suited to answer my query.如果我通過酒店信箱得到一封電子郵件，我希望郵件被立即送達(dá)。Time to Train: 培訓(xùn)時長：25 minutes25分鐘Why is this task important for you and our guests?為什么這個任務(wù)對于你及我們的客人如此重要？Answers: 回答：1. People send s to the hotel which are important and they expect them to be actioned swiftly.人們發(fā)送重要的郵件到酒店并希望郵件被立即處理。3. I appreciate that by checking the mail box frequently, messages are actioned swiftly and information will not get lost.時常檢查郵箱，郵件被迅速處理且信息不會丟失對此我表示感激。Put the mail into the an envelope.將郵件放入信封。Why do I have to print the mail?為什么我需要打印郵件？3) Receiving mails for other Departments 為其它部門接收郵件If you receive a mail for other Departments, please forward this mail immediately.如果你收到了其它部門的郵件，請立即轉(zhuǎn)發(fā)。超過此時間，將其刪除。If the guest has checked out and there is no further reservation for the guest within the next days, send the mail back to the sender and inform him/her:如果客人已經(jīng)離店并且在未來的幾天內(nèi)沒有為客人追加預(yù)訂，應(yīng)將郵件反發(fā)給發(fā)送者并通知他/她。基于此原因，我們無法按照您的要求將郵件轉(zhuǎn)交。我們可以保留信息并在……先生/女士抵店時轉(zhuǎn)交給他/她。We will keep this message for 48 hours.我們可以保留信息48小時。Keep the message in a separate file in an envelope. Hand this information over to the next shift.將郵件裝進(jìn)信封，單獨存放。Why does a guest receive a mail if he/she is not in the hotel?如果客人不是住店客人，為什么他/她還可以接收郵件？DRILL LANGUAGE語言操練Prepare standard answer.準(zhǔn)備標(biāo)準(zhǔn)答案What might the guest write back?客人會在回復(fù)中寫些什么？Why is it important to handover this information to the next shift?為什么將此信息與下一個班次進(jìn)行交接如此重要？5) Delivery 送達(dá)If the guest is inhouse, call the Concierge and ensure the envelope is delivered to the guest room within 15 minutes.如果客人是住店客人，可致電禮賓部并確保在15分鐘內(nèi)將郵件送至客人房間。 STANDARD OPERATING PROCEDURETYPING 打字Task Number: 題目編號：BC0003Department: 部門：Business Center商務(wù)中心Date Issued: 頒布日期：May 20082008年5月Guest Expectation: 賓客期望：If I request typing services, I expect the task to be professionally executed in accordance with international business standards, the same as it is done in my own office.如果我需要打字服務(wù)，我希望由專業(yè)人員根據(jù)國際商務(wù)標(biāo)準(zhǔn)完成，就如同在我自己的辦公室中完成的一樣。2. The guest wants to receive a good quality copy of the munication.客人想通過溝通得到高質(zhì)量的打字服務(wù)。4. We are able to increase the GSTS score by delivering service professional我們能夠通過提供專業(yè)的服務(wù)提高GSTS分?jǐn)?shù)。DRILL LANGUAGE語言操練2) Check檢查Check the assignment before accepting the work.接受工作前檢查工作分配。Obtain the guest’s name and room number.獲知客人的姓名及房間號。Type carefully and acc