洲際華僑城工程部直接對客服務(wù)程序

1、standard operating procedure標(biāo)準(zhǔn)操作程序 eng guest service procedure 工程部直接對客服務(wù)程序task number: 任務(wù)編號：sop-eng.1.001department:部門： engineering工程部date issued: 頒布日期：june 2008guest expectation: 客人期望：i need all equipments are in good conditions, and the engineering problem could be fixed in time.我希望所有的設(shè)備設(shè)施狀態(tài)良好，如果有

2、工程問題能快捷高效地解決。 time to train: 培訓(xùn)時(shí)間：40 minutes 40分鐘why is this task important for you and hotel? 為什么這項(xiàng)任務(wù)對于你及酒店非常重要？ answers: 答案：1. enhance the service skills of staffs through the training.通過培訓(xùn)能使員工增強(qiáng)對客服務(wù)的技巧。2. improve the sense of service of staffs by the training.通過培訓(xùn)能提高員工對客服務(wù)的意識(shí)。3. make your trainin

3、g more professional and smooth使你的培訓(xùn)更顯專業(yè)并且更為順暢4. maintain a good image for yourself and the team維護(hù)你自己及團(tuán)隊(duì)的專業(yè)的形象5. make your trainee feel welcome, comfortable and enjoy the training使前來參加培訓(xùn)的員工備受歡迎、感覺舒適并樂于參加培訓(xùn)what/ steps做什么/步驟how/ standards怎么做/標(biāo)準(zhǔn)training questions問題1）preparation 準(zhǔn)備工作：1prepare certain too

4、ls and materials準(zhǔn)備好適宜的工具和材料。2ask for the guests name if possible.如果可能應(yīng)提前問清客人的姓名。3entitle the guests with his/her name if possible; otherwise the guest should be adres with mr. or ms如果可以準(zhǔn)確的說出客人的名字盡量用客人的名字稱呼客人；如果不能也可僅稱呼客人“先生”或“女士”。4always be polite and offer the service as per standard in order to mee

5、t guests satisfaction.始終做到彬彬有禮，按照對客服務(wù)滿意標(biāo)準(zhǔn)的內(nèi)容來規(guī)范自己。5if the ladder is needed, it should be clean and stable.如需要用到梯子，應(yīng)攜帶干凈、穩(wěn)定性好的梯子。6dressed with uniform with name card. and have a clean and nice appearance in front of the guests. 穿好制服，戴好員工名牌。以整潔干凈的儀容儀表來面對客人。7bring along the work order if possible.如果有工單

6、應(yīng)攜帶工單。1. what benefit it would have to got the tools and materials ready before start to work? 工作前工具材料準(zhǔn)備齊全有什么益處？2why does the guest need to be addressed with his/her name?為什么客人都希望稱呼自己的姓名？2) route路徑：1 do not use the guest elevators and go up/down stairs by staircases or with service elevators.走樓梯或乘坐服

7、務(wù)梯。不得使用客用電梯。1. why staff cannot take guest elevators?為什么員工不能使用客用電梯？3) before enter the room進(jìn)入客人房間前：1confirm with the room number確定房間號碼。2with hands clean雙手無污漬。3. put “please do not disturb” notice on the door.將“請勿打擾”牌掛在門口。1 why do we need to check the room number before entering the room?為什么進(jìn)入客人房間前應(yīng)確

8、認(rèn)房間號碼？4）if the “please do not disturb ” sign is on the door 如見到“請勿打擾”的牌子掛在門口：1do not knock the door or try to get in.不要敲門或試圖進(jìn)入房間。2to call dm or rooms supervisor and ask for help from them on contacting the guests with internal telephone line. 用內(nèi)線打電話給大堂副理或客房部主管/文員，請他們幫助與客人通話并等待指示。1 what is the teleph

9、one number of the dm and hskp clerk?客房部文員和大堂副理的電話號碼是什么？5）enter the guest room進(jìn)入客人房間：1press the door bell once按門鈴一次。2inform the indoor guests with “eng”對房間內(nèi)的客人說明“工程部”3wait for 15 seconds and press the bell 1-2 times if there is no reply.等候15秒鐘，如果仍沒有回應(yīng)再按門鈴1-2次。4inform the room waiter/waitress to open

10、the door if still cannot get reply. 如仍然沒有回應(yīng)，通知客房部樓層服務(wù)員打開房門。6）when the door is open by guest客人打開房門：1greeting the guests with “good morning, sir/ madam”and address the guests with his or her name. and the explanation for entering the rooms is needed before get in. 稱呼客人的姓名問候客人或以適當(dāng)?shù)恼Z氣說“早上好先生/女士”并解釋您來到客人

11、房間的目的。2do not enter without any permission. follow the guest instruction during the maintenance.未經(jīng)客人允許不得進(jìn)入客人房間。在工作中，如果客人對工作提出某種要求應(yīng)按客人要求進(jìn)行。3have eye contact with guests when talk with them.與客人交談時(shí)有目光接觸。4do not have your eyesight over the guest and look in to the room.不要將目光躍過客人向房間內(nèi)部窺視。1. why do you nee

12、d to have eye contact while talking with the guests?為什么要與客人進(jìn)行目光接觸？2. why does it not allowed to have the eyesight come over the guests and look into the room?為什么不要目光躍過客人向房間內(nèi)部窺視?7）在客人房間內(nèi)工作：1keep the door open from the beginning till the end.確保房門始終處于開敞狀態(tài)。2get the permission first before move the guest

13、s issues.如工作中需要移動(dòng)客人的私人物品，應(yīng)先爭得客人的同意。3take certain protection and avoild to make the room messy.采取適當(dāng)?shù)谋Ｗo(hù)措施以避免將房間弄亂。4no allowed to use the facilities in the room 嚴(yán)禁使用房間內(nèi)的用品。5it is not allowed to sit on the chair and bed不得坐在客房內(nèi)的椅子上或床上。1. why the door should be kept open?為什么要確保房門始終處于開敞狀態(tài)?8）after the work工

14、作完成后：1clean up the room and the tools.整理房間，收拾好所有的工具和器械。2if necessary, in form the rooms service for further cleanness. 如有必要，通知客房服務(wù)員對房間進(jìn)行清潔，如用吸塵器清潔地毯，清潔洗手間等等。3. before leaving the room , you should make sure the maintenance work had been done properly and ask the guest if there is any other requests.

15、 if there is no need to do anything else, should greet guest with” have a nice day ” or “good night” and close the door gently.在離開房間前要確認(rèn)房間內(nèi)的所有與工程部相關(guān)的問題已經(jīng)被解決。向客人詢問是否還有哪些要求。如果沒有，應(yīng)向客人道別。可以對客人說“祝您一天過得愉快，或晚安”并輕輕地為客人關(guān)上房門1 why do we need to ask the guest about if there is any other request? 離開客人房間時(shí)為什么要向客人詢

16、問還有哪些要求？. 9）if the task could not be done within a short time. 如果客房內(nèi)的工程問題不能在短時(shí)間的解決：1 inform the ass. chief engineer/duty engineer and ask for help.if it is confirmed that the task could not be done within a short time, dm should be informed and help to ask for the requests from guests, such as chang

17、e the room or tv(if tv got problems)通知副總工程師/值班工程師以尋求幫助。如已確認(rèn)此項(xiàng)工作不可能在短時(shí)間內(nèi)完成，應(yīng)通知大堂副理，請其幫助向客人解釋采取其它措施，如為客人更換房間，或與其它房間調(diào)換電視機(jī)(如果是電視機(jī)故障)等等。summary questions:問題匯總：1. what benefit it would have to got the tools and materials ready before start to work? 工作前工具材料準(zhǔn)備齊全有什么益處？2why does the guest need to be addressed

18、 with his/her name?為什么客人都希望稱呼自己的姓名？3. why staff cannot take guest elevators?為什么員工不能使用客用電梯?4. why do we need to check the room number before entering the room?為什么進(jìn)入客人房間前應(yīng)確認(rèn)房間號碼？5. what is the telephone number of the dm and hskp clerk?客房部文員和大堂副理的電話號碼是什么？6. why do you need to have eye contact while talking with the guests?為什么要與客人進(jìn)行目光接觸？7. why does it not allowed to have the eyesight come over the guests and look