【正文】 ,. after hours.3. Standarda. All calls must be answered as soon as possible , within three rings, in a clear and courteous voice.b. Anyone with a designated extension should answer their own calls.c. When an unattended telephone rings, the call pick up function must be used.d. If your phone rings and you are with someone, excuse yourself and attend to the call.e. When conversing with a guest his/her name should be used whenever possible throughout the conversation.政策制定人PREPARED BY審批人APPROVED BY采用日期EFFECTIVE35 制度 POLICYAnswering of Telephone Calls 編號(hào) REF CODE 執(zhí)行職位 POSITION RESPONSIBLEAll Front Office Personnel 涉及部門DEPARTMENT CONCERNEDAll F/O sections4. Answering your line:a. standard greeting(Good Morning / Afternoon / Evening).b. Give the name of your Department / Division.c. Give your name.d. Offer assistance: “May I help you?”“ Good morning .Reception. Diana’s speaking . May I help you?”5. Answering someone else’s line:a. Standard greeting.b. Identify the office or department .c. Give your name.d. Offer assistance or take a message.e. If callers name not clear , ask for spelling.“ Good afternoon, Ms. Tan’s office. This is Jenny , May I help you?”“Ms. Tan is presently out of the office, may I take a message for her?”6. Placing a caller on “Hold”:a. Use the word “Wait” not “Hold”.b. Ask permission and acknowledge guest’s response.“Will you please wait a few minutes. Mr. Lee.” “Thank you”.7. Returning to the waiting call by the person who originally answered the call:a. If guest’s name is known , use it during the conversation.b. Always thank the caller for waiting.c. Offer assistance to take a message.“Mr. Lee, thank you for waiting. Ms. Tan is not in her office. May I take a message for her?”8. Returning to the waiting call by the individual who is asked for by the caller:a. Always thank the caller.b. Give your name.c. Offer assistance.“Thank you for waiting, this is Diana Tan, may I help you?”9. Transferring a call:a. Tell the caller you are transferring his/her call.b. Announce to receiving party the ining call.c. Stay on the line until the connection has been made.“Mr. Soon, I am transferring your call to Ms. Tan, One moment please.”“Mr. Soon, I have Ms. Tan on the line. Go ahead please.”政策制定人PREPARED BY審批人APPROVED BY采用日期EFFECTIVE36前廳部制度與程序 FRONT OFFICE POLICY amp。 appropriate time.5. Play KEY ROLE in Emergency cases.6. Log down all activities happened in hotel at Assistant Manager’s Logbook to provide clear and accurate information to hotel management. Review Assistant Manager’s Logbook daily to monitor all activities.7. Handle guest’s credit after office hour or on holidays in accordance with related policies.8. Supervise all front of the house staff and monitor their performance.9. Familiarize with all hotel policies and procedures as well as current promotional packages.10. Participate morning briefing daily and inform Front Office Manager on guests’ plaint or other incident. To prepare incident report for management reference when necessary.11. Patrol the immediate property areas several times a day and make sure that everything is in order.12. Greet guests as time permits at lobby and assist sections during busy period.13. Perform night duty and prepare Room Revenue Report and other reports accurately / correctly for management.14. Inform Housekeeping and Engineering Departments for any defect in the hotel premises.15. Entertain guests when necessary.16. Carry out the repairing of the malfunctioning lockset of guestrooms as well as the maintenance.17. Provide first Aid box service when requested. Acpany guest to the hotel clinic service and to arrange ambulance or transport on emergency cases.18. Shall perform after duties that many be assigned by supervisors and is expected to extend working time whenever necessary.政策制定人PREPARED BY審批人APPROVED BY采用日期EFFECTIVE制度POLICYBusiness Center Library編號(hào)REF CODE執(zhí)行職位POSITION RESPONSIBLEBusiness Center ClerkAssistant Manager涉及部門DEPT.CONCERNEDF/ O PersonnelAll Department目的OBJECTIVE:This policy shall help not only business guests, but rather encourage the other in house guests or patrons.執(zhí)行程序PROCEDURES:1. All the books, materials, magazines received must be logged on the logbook and to be labeled with serial number.2. The library materials shall be placed and displayed in conspicuous place inside the Business Center, but must not pose as a distraction to other guest.3. The Business Center Supervisor shall regularly and periodically replace all or renew the daily publications in order to keep an update of materials provided to guests.4. Hotel guests are allowed to read or view the materials only during operation hours and are discouraged from borrowing or taking out due to its limited availability.5. Only with the approval of Business Center Supervisor, the books or the materials could be taken out of the Business Center. Business Center Clerk should make a proper record on the Business Center material Rental Logbook and guests should sign on the form.6. The . Supervisor , . Clerk shall ensure that all materials on the library shelves are clean and free from dust at all times. 政策制定人PREPARED BY審批人APPROVED BY采用日期EFFECTIVE制度POLICYBusiness Center Services Courier Service編號(hào)REF CODE執(zhí)行職位POSITION RESPONSIBLEBusiness Center Clerk涉及部門DEPT.CONCERNEDFront Office PersonalAll Departments目的OBJECTIVE:This policy shall help not only business guests, but rather shall encourage the other in house guests or patrons.執(zhí)行程序PROCEDURES:7. The Business Center has a contracted courier agent to deliver Express Mail (document a