杭州香格里拉酒店前廳部標準操作程序

1、standard operation procedures標準操作程序front office前廳部shangri-la hotel, hangzhoustandard operation procedure杭州香格里拉飯店標準操作程序department: 前廳部job title: 前廳職員task no: 01task: telephone skill standards （page 1 of 2）工作職責：接聽電話程序 （第一頁，共三頁）equipment required: telephone machinewhat to dohow to dowhybe prepare準備be p

2、leasant愉快greeting and offer assistance問候your voice聲音sit straight and pay attention to the screen of the console.在臺前坐直，隨時準備接聽電話always have the pen and paper ready to take down the notes.面前準備紙和筆，準備記錄put a smile into your voice.answer the call within 3 rings. answer calls promptly and in a pleasant ton

3、e.所有電話應在三聲振鈴內用清晰禮貌的聲音接聽，接電話時聲音要愉快和真誠standard: nihao, shangri-la club, xx speaking , may i help you?標準：您好，豪華閣，xx講話，我可以幫您嗎？ use callers name .稱呼客人姓名speaking and using your natural tone. speak clearly and use simple language, avoid slang.speak directly into the mouth piece.speak normally and in an appr

4、opriate pace. never rush or speak fast.使用自然的聲音，語言清晰，簡練，避免使用酒店專業(yè)用語。語速適中，不要讓客人感受到你在趕時間let the caller feel our hospitality through the phone.keep the high standard for caring the image of the hotel.to create a good impression.切記你代表酒店，通過電話讓客人感受到你的真誠和專業(yè)的服務shangri-la standard.香格里拉標準let your voice indicate

5、 consistency create an image of friendliness and sincere.通過你的聲音使人感受到友好和真誠people will not understand what you talk about.使客人能夠理解你所講的內容prepared by: stella wang起草人 :approved by: mr. ricky h. lee 批準人 :position: fom職位 :signature/date簽字/日期 :position: fom職位 :signature/date簽字/日期 :shangri-la hotel, hangzhous

6、tandard operation procedure杭州香格里拉飯店標準操作程序department: 前廳部job title: 前廳職員task no: 01task: telephone skill standards （page 1 of 2）工作職責：接聽電話程序 （第二頁，共三頁）equipment required: telephone machinewhat to dohow to dowhylisten attentively 仔細聆聽repeat重復never simple say no” to the guest不要輕易對客人說 “ 不 “use magic words

7、使用敬語never argue with the caller不要與客人爭執(zhí)hold等候be patient, do not interrupt the caller.，take down some notes. 仔細聆聽，不要打斷客人，作必要記錄always repeat the caller request.重復客人要求we should try the best to help our guest. 我們應該盡力幫助客人e.g. thank you, please, my pleasure.如：謝謝，請，不客氣等。do not raise your voice.不要抬高音調if the

8、guest is unruly, try to handle with nice way. if can not , please refer him to your supervisor and inform supervisor of what has happened.如果不能處理，將經過告知主管后，由主管來處理use the word wait not holdinform the caller that you are going to hold the call for a while and explain to caller of reason for putting hold

9、.使用電話上的等候鍵提前告知將請客人等候，并說明原因would you please wait a moment, mr. tan, thank you.“請您稍等片刻，譚先生，謝謝。”it is one of the way to respect our guests.尊重客人to avoid misunderstanding.避免誤解high level of service.高標準服務respecting & recognize the caller by use the polite words and guest name.使用禮貌用語，稱呼并認知客人的姓名respecting th

10、e caller by use the polite words and guest name. ask permission and acknowledge callers response.使用禮貌用語，稱呼客人姓名是對客人的尊重。征求客人的同意。prepared by: stella wang起草人 :approved by: mr. ricky h. lee 批準人 :position: fom職位 :signature/date簽字/日期 :shangri-la hotel, hangzhoustandard operation procedure杭州香格里拉飯店標準操作程序depa

11、rtment: 前廳部job title: 前廳職員task no: 01task: telephone skill standards （page 1 of 2）工作職責：接聽電話程序 （第三頁，共三頁）equipment required: telephone machinewhat to dohow to dowhyhold等候problem solving解決問題respecting the caller it shows our courtesy.禮貌并且尊重來電者。come back on the line every minute, dont hold the call at c

12、onsole over 60 seconds.每分鐘接通來電者線路。if you cant answer the question right away, please contact other concerned dept. for help and return the call to the caller. 如果你不能立刻答復來電者的問題，要與相關部門聯系尋求幫助再答復。mr. tan, may i check with xxx dept, and i will call you back in 5 minutes.“譚先生，我可以和xxx部門取得聯系后五分鐘回電給您嗎？”when y

13、ou return the call, say, thank you for waiting, mr. tan, the result is.當你回復來電者時說：“感謝您的等候，譚先生，結果是”never forget to say: thank you for calling. to the caller.不要忘記對來電者說：“感謝您的等候?！盿lways hang the phone after the caller.來give the caller the impression that you havent forgotten about him.客人認為你沒有忘記他。one step

14、 service一站式服務showing our shangri-la hospitality.體現熱情好客香格里拉情。respecting the caller it shows our courtesy.禮貌并且尊重來電者。prepared by: stella wang起草人 :approved by: mr. ricky h. lee 批準人 :position: fom職位 :signature/date簽字/日期 :shangri-la hotel, hangzhoustandard operation procedure杭州香格里拉飯店標準操作程序department: fron

15、t desk部門 ：前廳部job title: guest service associate職稱 ：前臺職員 task no : 01號碼 task : printing arrival report and registration card工作職責 : 打印來賓報告和登記卡equipment required: fidelio workstation所需設備 ：工作臺what to do工作程序how to do操作明細why工作目的print arrival report打印來賓報告print registration card打印登記卡check with arrival repor

16、t與來賓報告核對。classify the registration card給登記卡分類。choose report in option menu in fidelio & print arrival report.在fidelio的option中選擇report來打印來賓報告。choose report in option menu in fidelio & input date, then print the registration card.在fidelio的option中選擇report來打印并鍵入日期。check every registration card with arri

17、val report.用登記卡與來賓報告核對。put registration card in bucket in alphabetical order.將登記卡按字母順序放入檔里。be sure all the registration cards are printed.確保所有登記卡都打印出來。ensure to obtain the registration card timely upon check in.確保在客人到達時能及時找到登記卡。we will ensure our procedures are customer friendly and easy for the cus

18、tomer and staff.要確保我們的服務程序永遠是以客人為核心的，且簡明易行。prepared by: stella wang起草人 :approved by: mr. ricky h. lee 批準人 :position: fom職位 :signature/date簽字/日期 :position: gm職位:signature/date簽字/日期:shangri-la hotel, hangzhou standard operation procedure杭州香格里拉飯店標準操作程序department: front desk部門 ：前廳部job title: guest servi

19、ce associate職稱 ：前臺職員task no : 02號碼 :task : block rooms for arrivals (page 1 of 3)工作職責 : 房間預留equipment required : fidelio workstation所需設備 ：工作臺what to do工作程序how to do操作明細why工作目的block all vip rooms first.預留vip房間。block rooms for early arrivals.為早到的客人預留房間let room controller block rooms for vip one day be

20、fore. block rooms from the reservation screen using f3 in fidelio to search for the desired room type.由room controller為vip提前一天預留房間。在fidelio內使用f3從預定屏中預留房間，以尋求所需房間的類型。block only vacant clean room for early arrivals.為早到的客人預留干凈的空房間。inform relevant departments for the various amenities requested. for exa

21、mple, housekeeping for flowers and room service for fruits basket.通知有關部門提供所需的各種歡迎品。例如，客房部提供鮮花，送餐部提供果籃。input dnc in the instruction field in reservation screen for staff special attention.在預定屏備注欄輸入 dnc 以提請員工注意。as far as possible, block vacant clean rooms one day before.盡可能提早一天預留干凈空房。to ensure that vi

22、p guests have their priority room blockage so that specific needs will be met as well as to block the best rooms for them.確保vip客人享有預留房間的優(yōu)先權，以便滿足其具體需求并為其預留最好的房間。we will ensure our procedures are customer friendly and easy for the customer and staff.我們要保證我們的服務程序有益于客人并方便員工。to allow each departments to

23、take the necessary actions to prepare the room for the guest.讓每一個部門采取必要的舉措為客人準備好房間。to alert everyone that the room blocked should not be changed because items may have been placed in the room.提醒各位：因為房間內各項備品已放置，所以不可更換。to ensure that the rooms are ready check-in immediately when guests arrive early.確保

24、當客人較早到達時可以立即登記入住。prepared by : stella wang起草人 approved by : mr. ricky h. lee批準人 position: fom職位：signature/date簽字/日期:positon: gm職位signature/date簽字/日期:shangri-la hotel, hangzhou standard operation procedure杭州香格里拉飯店標準操作程序department: front desk部門 ：前廳部job title: guest service associate職稱 ：前臺職員task no : 0

25、2號碼 :task : block rooms for arrivals (page 2 of3)工作職責 : 房間預留equipment required : fidelio workstation所需設備 ：工作臺what to do工作程序how to do操作明細why工作目的block rooms with no arrival times.為未知抵達時間的客人預留房間。block rooms with other (know) arrival times.為其他已知抵達時間的客人預留房間。if vacant dirty rooms are blocked, inform house

26、keeping immediately providing them with the expected time of arrivals.如預留的空房為清潔，立即通知客房部，以使他們在客人到達的預計時間內做好準備。block vacant clean rooms first for on day arrival.先在當日預留干凈的空房。if not available, block vacant dirty rooms and inform housekeeping immediately, providing them with the expected time of arrivals.

27、如果沒有干凈的空房，則預留未清潔的空房并立即通知客房部，以使他們在客人到達的預定時間內做好準備。use discredtion and take note of expected arrival times when blocking dirty rooms.謹慎處理，當預留未清潔房間時，記載客人到達的預計時間inform housekeeping about each room blocked and the expected arrival times.通知客房部關于每一間已預留的房間和客人抵達的預計時間。so that housekeeping can clean these rooms

28、 first in order to ensure that the rooms are ready for the guest to check in.客房部首先將這些房間清潔，以確保為登記的客人預先準備好房間。guest may check n at any time.客人可以隨時登記住房。so that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in.以使客房部首先將這些房間清潔，以確保為登記的客人預先準備好房間。s

29、o that vacant clean rooms may be available for any walk-ins.以便使任何走進來的客人均有可用的干凈空房間。in order for housekeeping to schedule the maids to clean the rooms according to the arrival times.以便客房部根據抵達時間安排服務員打掃房間。prepared by : stella wang起草人 approved by : mr. ricky h. lee批準人 position: fom職位：signature/date簽字/日期:

30、positon: gm職位signature/date簽字/日期:shangri-la hotel, hangzhou standard operation procedure杭州香格里拉飯店標準操作程序department: front desk部門 ：前廳部job title: guest service associate職稱 ：前臺職員task no : 02號碼 :task : block rooms for arrivals (page 3 of 3)工作職責 : 房間預留equipment required : fidelio workstation所需設備 ：工作臺what t

31、o do工作程序how to do操作明細why工作目的block back to back rooms.預留尚未退房的房間。block rooms for elderly guests or disabled guest.為年老的客人或殘疾客人預留房間。block rooms for single female executives.為單身的女商人預留房間。do so only s a last resort. use this method for very late arrival; but allow sufficient time for housekeeping to clean

32、the rooms, taking into consideration the time for them to end their shift只有在別無選擇時才如此，用于特別推遲抵達的客人，給與客房部充足的時間以打掃房間，充分考慮到他們完成工作的時間。block rooms on lower floors as well as near to elevator and emergency exits.預留房間在低樓層，靠近電梯和緊急安全出口。block handicapped rooms.為殘疾客人優(yōu)先預留殘疾房。block rooms without connecting doors u

33、nless specifically requested.除非特殊要求，否則預留無連通門的房間。current guest in the room may extend stay or have an unexpected delayed check out.目前住在客房內的客人可能延長居留時間或推遲退房結賬。for easy exit in the event of emergencies as well as for guest抯 convenience.可以方便客人在緊急事件中容易進出安全出口。a connecting door in the room of a single femal

34、e executive may be perceived as an element of insecurity for them; as well as to prevent the unlikely event of someone else opening the connecting door accidentally.單身女商人住在有連通門的房間被視為非安全因素。也已防止有偶然打開連通門而發(fā)生不愉快事件。we will do more for the customer in every customer contact.要利用每次同客人接觸的機會為客人提供超前的服務。 prepare

35、d by : stella wang起草人 approved by : mr. ricky h. lee批準人 position: fom職位：signature/date簽字/日期:positon: gm職位signature/date簽字/日期:shangri-la hotel, hangzhou standard operation procedure杭州香格里拉飯店標準操作程序department: front desk部門 : 前臺job title: guest service associate 職稱 : 前臺task no: 03號碼 :task: monitoring roo

36、m status 工作職責: 掌握房間狀況equipment required: fidelio workstation所需設備 : fidelio 工作臺what to do工作程序how to do操作明細why工作目的block room for arrival with vacant clean status at beginning of each shift給預抵客人安排干凈的空房assign room for vip guests給貴賓安排房間monitor rooms with vacant dirty.掌握未清潔空房的狀況。monitor rooms with back to

37、 back status.掌握尚未退房的房間狀況。- view arrival report- retrieve room availability from fidelio house status function- input the room no. in guest folio根據預抵報表，從系統中選出干凈空房的房號分給客人assign rooms according to availability with early arrivals and vip given priority.首先給早到的客人和貴賓安排房間print out room status report from f

38、idelio system, highlight all vd” rooms.在fidelio系統中打印出房間狀態(tài)表，并標注出vd” 房間號。_work very closing with housekeeping gsa. according to the arrival guest time, make dirty to clean room.constantly monitor these rooms by checking the room status in fidelio與客房部員工密切配合，保證根據客人的到達時間將房態(tài)改為干凈。隨時在fidelio中檢查房間的狀態(tài)。these r

39、ooms will be mainly for late arrivals. allow sufficient time for hskp cleaning.- to inform hskp ordertaker a required due out rooms with departure time.- to check those room status and inform the hskp ordertaker if there are any change.monitor vacant clean status closely to ensure that room is ready

40、 when the guests arrive to check in.這些房間主要為晚到的客人準備，通知客房部所需要的未退房的房號，并給客房部預留足夠的打掃房間的時間。隨時確認房態(tài)，保證客人到達時房間準備好。to ensure that rooms are ready for arrivals.確保在客人到達前房間準備好to ensure guests do not have to wait for rooms upon their arrival.避免讓客人到達酒店時等候房間to identify the room status as vacant dirty.以便識別房間狀況是未清潔的空

41、房。room status is continuously changing as room attendants will immediately update the status whenever they clean the rooms. update information so as to provide first time service客房服務員會隨時打掃房間，因此房間狀態(tài)也會不斷變化。to provide consistent, professional and efficient service.提供持續(xù)，專業(yè)和有效的服務prepared by : stella wang

42、起草人：approved by : mr. ricky h. lee批準人：position: fom職位：signature/date簽字/日期:positon: gm職位signature/date簽字/日期:shangri-la hotel, hangzhou standard operation procedure杭州香格里拉飯店標準操作程序department: front desk部門 ：前廳部job title: guest service associate職稱 ：前臺職員task no : 04號碼 :task : handling in-house amenity (pag

43、e 1 of 2)工作職責 : 客人歡迎品安排程序equipment required : fidelio workstation所需設備 ：工作臺what to do工作程序how to do操作明細why工作目的analyze the arrival report and guest amenity summary report generated by fidelio.分析由fidelio打印出來的抵達報告和客人歡迎品報告。check guest history(remarks in guest profile) for any special needs.檢查客人歷史 (客人個人資料備

44、注欄)，以查是否有特殊需要。report issue報表分發(fā)raise the amenities requisition form for same day booking.填好當天預定的歡迎品申請表。go through each reservation and highlight the special requests or amenities.通覽每一個預定，在特殊要求處做出突出標記。view the remarks in the guest profile to look for any special needs or requests during the guest抯 pre

45、vious stay.查看客人的個人資料，查找在客人以前居住期間是否有特殊的需要或要求。first issue:to complete blocking early arrival and vip rooms, the amenities report should be passed to room service before 09:30第一次分發(fā)報表，在每天09：30之前將所有的早到客人和貴賓的房間安排好后。second issue:to complete blocking most of arrival rooms, the amenities report should be iss

46、ued to room service before 12:00.第二次分發(fā)報表，在每天12：00前，將大部分抵達的客人房間安排好后。for the same day booking, fill in the details such as name, day of arrival, expected time of arrival, requests, room number which has been blocked. pass this report to room serviceto ensure that all requests are attended to and that

47、nothing is missed.確保所有的要求都被得到注意， 并無一遺漏。to provide efficient service for the guest as well as to ensure that mistakes are not repeated.為客人提供高效率的服務，并確保不重復出錯。to ensure consistency in our service and all amenities are sent promptly.to show guest we take note of his preference.to give room service enough

48、 time to prepare and deliver the amenities.保證我們服務的持續(xù)性和確保所有的歡迎品及時送達。使客人感受到我們關注他們的喜好給送餐部足夠的時間準備和遞送歡迎品。complete details are important as it will help the respective department to prepare for the special request.詳細填寫各項是很重要的，因為這將有助于各個部門為客人的特殊要求做準備。prepared by : stella wang起草人 approved by : mr. ricky h. l

49、ee批準人 position: fom職位：signature/date簽字/日期:positon: gm職位signature/date簽字/日期:shangri-la hotel, hangzhou standard operation procedure杭州香格里拉飯店標準操作程序department: front desk部門 ：前廳部job title: guest service associate職稱 ：前臺職員task no : 04號碼 :task : handling in-house amenity (page 2of 2)工作職責 :客人歡迎品安排程序equipment

50、 required : fidelio workstation所需設備 ：工作臺what to do工作程序how to do操作明細why工作目的to meet guest抯 any additional requirement.滿足客人的其他需求。ensure that the requested amenities have been placed in the room prior to guest arrival.確保各項要求的歡迎品在客人到達之前送到房間。對于當天的預定，將詳細的內容，例如：客人姓名，抵達日期，預計抵達時間，要求，預留的房號等。將報告交給送餐部。confirm with concerned department