北京麗晶國際酒店 酒店賓客服務(wù)手冊(cè)（中英）P69

1、 STANDARD OPERATING PROCEDURESThe Regent BeijingStandard Operating Procedures - In House Experience Page PAGE 69 of NUMPAGES 69 STANDARD OPERATING PROCEDURESIN HOUSE EXPERIENCE IN HOUSE EXPERIENCETask No. DescriptionRoom Change Handling 處理客人換房要求Late Check-out Request Handling 處理客人延遲退房要求In-House Gues

2、t Extension Request Handling 處理客人延住要求Message & Parcel Handling 信件和包裹的接收與轉(zhuǎn)交Incognito Guest Procedures 如何按要求為客人隱藏姓名Guest Complaint Handling 處理客人投訴Safety Deposit Box Handling 客用保險(xiǎn)箱的使用與管理 Guest Locator Handling 客人位置信息服務(wù)Issuing Duplicate Keys to Guests 備用房間鑰匙的發(fā)放Wake-up Call/ Beverage Service 叫醒及飲品服務(wù)Court

3、esy Call Procedure 問候電話程序Opening of In-Room Safety Deposit Boxes 客房內(nèi)保險(xiǎn)箱的使用程序Cash Advance Handling 預(yù)先提取現(xiàn)金程序Foreign Currency Conversion 外幣兌換Looking After In-House Handicapped Guests 照料店內(nèi)行動(dòng)不便客人Food & Beverage Service in the Club Lounge 行政酒廊的食品與飲品服務(wù)IN HOUSE EXPERIENCETask No. DescriptionDVD Lending Proc

4、edure DVD 的租借程序Flight Reconfirmations / Airline Ticket Service 機(jī)票的確認(rèn)與預(yù)定服務(wù)Limousine Service 酒店車輛服務(wù)Taxi Service 出租車服務(wù)Restaurant Reservations 餐廳預(yù)定Shopping Recommendations 購物指南Providing Medical Assistance 提供醫(yī)療方面的咨詢Sightseeing Recommendations & Assistance 觀光指南與服務(wù)Welcome tea offer to VIP, club guest and s

5、uite guest 貴賓的歡迎飲品服務(wù)Collecting Guest Preferences 收集客人喜好TASK NO : 01ROOM CHANGE HANDLING PAGE (1/3) 處理客人換房要求DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/APPROVAL DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYSituation 1:Guest was just checked in and does not like the room, g

6、uest requests to change room immediately.客人入住酒店后對(duì)房間不滿意，要求立即更換房間。1. Guest informed us that he dislike the room that has been given to him.1. 客人對(duì)我們給他的房間不滿意。2. Search for another room.2. 尋找其他房間。 3. Room moves and update system3. 換房并更新系統(tǒng)信息。.Arrange room and confirm satisfaction4. 準(zhǔn)備換房并與客人確認(rèn)。Room change.

7、5. 換房。Make apology guest and ask him what type of room he would like to have. Saying with eye contact and smile: “Mr. / Mrs. XX, Would you please inform me what kind of room would you like? I am sorry. We should have anticipated your needs for a non-smoking room. Please let me take care of your room

8、 change and I will get back to you right away？向客人至歉并詢問需要之房型。 與客人保持目光接觸并微笑著告訴客人：“XX 先生/女士， 請(qǐng)您告訴我您需要什么樣的房間。對(duì)不起，我們應(yīng)該預(yù)計(jì)到您需要一個(gè)不吸煙的房間。請(qǐng)?jiān)试S我為您準(zhǔn)備一間新的房間，我將馬上為您準(zhǔn)備好?！盩ry to find a room in the computer quickly and answer you will change to guest.( If under a high occupancy, inform guest that you will try you bes

9、t to arrange it and ask guest in the room first and call back to guest within 10 minutes. ) Saying with eye contact and smile: “Can you with a moment, I check for the room. 盡快的為客人找到相應(yīng)的房間并告訴客人。（如果在 出租率很高的情況下，請(qǐng)告知客人，并讓客人在房間等候，在10分鐘內(nèi)給客人答復(fù)。）與客人保持目光接觸并微笑著告訴客人：“請(qǐng)稍等一下，我馬上為您找新的房間?！監(jiān)nce the room is located, i

10、mmediately change the room in the computer; GRO-Reception makes sure the prior with vacant dirty status.一旦找到相應(yīng)的房間立刻在電腦中進(jìn)行更換并更換房態(tài)。 Change room for guest. Saying with eye contact and smile: “Mr. / Mrs. XX. I have a Room XX on the same category. Shall I change it for you now? Prepare the room key and n

11、ew holder, and then inform Concierge change the room for guest, The Regent Club Agent saying with eye contact and smile: “Mr. / Mrs. XX, this is Eric; he will change the room for you and take care of your luggage. We wish you enjoy your stay with us.為客人進(jìn)行換房，與客人保持目光接觸并微笑著告訴客人：“XX先生/女士， 我為您準(zhǔn)備了一間房間，房號(hào)是

12、XX， 我可以現(xiàn)在開始為您更換房間嗎？”準(zhǔn)備好新的鑰匙和登記夾，并通知禮賓部一起為客人換房。與客人保持目光接觸并告訴客人：我的同事“艾瑞克”會(huì)為您換房。希望您在我們酒店入住愉快。Help guest to meet the demands at the first time.在第一時(shí)間滿足客人的需求Delivery of warm and natural service.為客人提供所需的服務(wù)Avoid to making the mistake show our sincerity to guest.避免產(chǎn)生誤會(huì)Keep guest informed what you have done.隨時(shí)

13、告知客人你的進(jìn)度 Let guests experience the convenient and swift service讓客人感受到方便和快捷的服務(wù)TASK NO : 01ROOM CHANGE HANDLING PAGE (2/3) 處理客人換房要求DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY6. CLA offers a courtesy call.6. 禮貌的反饋電話。Situation 2:

14、During guest stay, request guest exchange room due to guest room facility damage or other reasons.在客人入住期間，因?yàn)榭腿朔块g設(shè)施問題和其他原因需要給客人換房。1. Prepare the new room.1. 準(zhǔn)備新的房間。2. Call to guest.2. 給客人打電話。3 Club Agent change the room for guest and Assist. Mgr/Mgr dial a courtesy call after changing room3. 麗晶酒廊的員工為

15、客人換完房后副經(jīng)理或經(jīng)理要給客人打個(gè)反饋電話。Concierge must take back the old room key, CLA call to guest after changing room, saying with a smile voice: “Mr. / Mrs. XX, this is Robin calling from Club Lounge, do you satisfy with your new room? If anything we can do for you just let me know. Have a nice day.禮賓部的行李員必須在換完房

16、后把舊的房卡收回，在給客人換完房后，立刻給客人打個(gè)反饋電話，并保持微笑的聲音：XX 先生/女士，我是麗晶俱樂部的“羅賓”，您對(duì)剛給您換得房間還滿意嗎？r如果有什么我們能為您效勞的請(qǐng)盡管吩咐。祝您有愉快的一天。If guest is not in his room, CLA should leave a voice mail or a type message to guest.如果客人不在房間，員工應(yīng)該通過語音或書面給客人留言。Prepare the better room of the same type; make the room key and key holder. Then arr

17、ange an amenities (fruit or a chocolate box) delivery to guest room.為客人準(zhǔn)備同一房型中更好的房間，準(zhǔn)備好鑰匙夾和鑰匙，準(zhǔn)備一些禮品（水果或巧克力）送到客人房間。Do make sure everything is ready, call to guest room by saying with a smile voice: “Mr. / Mrs. XX, We are sorry for the inconvenience. We have already arranged a room which will meet yo

18、ur expectation, Would you mind changing the room now?確保一切準(zhǔn)備就緒后給客人打電話，并保持微笑的聲音：“XX先生/女士，我們對(duì)給您造成的不便深表歉意。我們已經(jīng)按您的要求準(zhǔn)備好了意見房間，不知您是否介意我現(xiàn)在幫您換房?！盇fter changing the room get back the changeful key, Club Assistant Manager call to guest by saying with a smile voice: “Mr. / Mrs. XX, this is Robin calling from Re

19、gent Club, we are so sorry for the inconvenience caused. How about the new room? If anything we can assist you, please do not hesitate to contact me though the Regent Touch at Ext. XX. Wish you Have a nice day.為客人換完房并收回舊的鑰匙后，麗晶酒廊的副經(jīng)理要給客人打個(gè)反饋電話，并保持微笑的聲音：“XX先生/女士， 我是麗晶酒廊的“羅賓”，我們對(duì)給您帶來的不便再次的深表歉意，您對(duì)新的房間還

20、滿意嗎？如果有任何我們能為您效勞的事請(qǐng)通過麗晶服務(wù)中心與我聯(lián)系，我的分機(jī)號(hào)碼是XX。祝您有愉快的一天 ”If guest is not in his room, Club Assistant Manager should leave a voice mail or a type message to guest.如果客人不在房間，麗晶酒廊的副經(jīng)理應(yīng)該通過語音或書面給客人留言。Follow up is very important that we can guarantee that guest is satisfied.確保跟進(jìn)對(duì)客人的服務(wù)并保證客人滿意Remedying in time.及時(shí)

21、地與客人溝通Let guest feel that we pay attention to and show loving care for him from the beginning to the end.自始至終讓客人感到我們對(duì)他的關(guān)注Follow up is very important that we can guarantee that guest is satisfied.確保跟進(jìn)對(duì)客人的服務(wù)并保證客人滿意TASK NO : 01ROOM CHANGE HANDLING PAGE (3/3) 處理客人換房要求DEPARTMENT: Front OfficeAPPROVED BY/

22、 TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYSituation 3:Guest requested for a room change the day before. The room has been pre assigned.客人已于前一天提出換房,且房間已分出Guest comes to Club Reception Counter to inquirer about his room change.客人來到行政樓層接待詢問換房事宜Assist guest room c

23、hange 1. 幫助客人換房If guest prefers another time.2 如客人希望其他時(shí)間3. Change room. 3. 換房 Issue new room key to guest when guest come back4. 當(dāng)客人回店后將新的鑰匙交至客人All the room change must be informed concern department.所有換房需通知相關(guān)部門Saying with eye contact and smile: “Mr. / Mrs. XX, we are noted that you will change room

24、 today. Everything is ready. Could you please let us know what is the convenience time for us to change room?保持目光接觸且微笑說:“XX先生/女士，我們今天已經(jīng)看到了您的換房，所有的事情已經(jīng)準(zhǔn)備好了。不知您什么時(shí)間方便換房？”Saying with eye contact and smile: “Mr. / Mrs. XX, Would you please pack your luggage? We will change the room for you with hotel se

25、curity automatically. When you come back you just collect the new room key at the Club. Thank you so much.保持目光接觸且微笑說:“XX先生/女士，您能收拾您的行李嗎？我們將和酒店的保安部門一同給您換房。您回店后可到行政樓層取回您新的鑰匙，非常感謝！”Arrange Concierge and Security department change luggage for guest. Then ask housekeeping check the original room.禮賓部和保安部一

26、同將行李換至新的房間。然后通知客房部查房When guest come back to collect the new room key , saying with eye contact and smile: “Mr. / Ms. XX, this is your new room key , the room number is XX, your luggage is in the room, May I have your original key, please?當(dāng)客人回來拿新的房卡時(shí)，保持目光接觸且微笑說:“XX先生/女士，您的房間號(hào)碼是XX，這是您新的房卡，您得行李已經(jīng)被放置在您的

27、房間，您能把原房間的鑰匙交給我們嗎?”Four department have to be informed of the room change: 換房需通知以下四個(gè)部門：-The Regent Touch總機(jī)-Housekeeping 客房部 -Laundry洗衣房-In Room Dinning 送餐部 Put guests convenience in the first place every time.任何時(shí)候客人的利益都在第一位Pay attention to guests patience; dont let guests do unnecessary waiting, off

28、er the efficient service.注意客人的耐性提供高效的服務(wù)，不要讓客人做無謂的等待Ensure the safety of guests article.保證客人物品的安全性Share the information with the department concerned to avoid the mistake on the work shows sincerity.要和相關(guān)的部門保持溝通，避免工作失誤及表現(xiàn)出真摯的態(tài)度TASK NO : 02LATE CHECK OUT REQUEST HANDLING PAGE (1/1) 處理客人延遲退房要求DEPARTMENT

29、: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY1.Guest request late check out1 客人要求延時(shí)退房2.Confirm the late check out charge with guest according to hotel policy 2 根據(jù)酒店規(guī)定，與客人確認(rèn)收費(fèi)3. Communication with colleagues.3與同事的溝通Obtain the exact time t

30、hat guest intends to check out, say with smile:” Mr./Ms. XX, could you mind I confirm your late check out time?” 獲得客人想要退房的準(zhǔn)確時(shí)間，面帶微笑：“XX先生/女士，您是否介意告訴我們您想要退房的時(shí)間The default hotel check out time is 12PM and if guest is Golden Point member the check out time can extend to 16PM without any charge. Between

31、 12PM18PM, half-day rate will be charged, after 18PM full day rate will be charged. (Note: The GRA may give a guest free late check out only until 14PM)酒店的正常退房時(shí)間是下午12點(diǎn)，如果客人是金卡會(huì)員則可免費(fèi)延遲到下午16點(diǎn)，下午12-18點(diǎn)之間需收取半天房費(fèi)，下午18點(diǎn)之后則收取全天房費(fèi)。（備注:GRA可以給客人免費(fèi)延至下午14點(diǎn)）Put the time in the departure field on the folio and le

32、ave a trace to check out staff, type the departure time and the charge instruction on the check out message.將退房時(shí)間鍵入folio中的相應(yīng)位置并給退房的同事留言，并將退房時(shí)間和收費(fèi)情況輸入至退房留言中To get accurate guest information so as to provide precise service.盡可能收集客人的準(zhǔn)確信息以為客人提供準(zhǔn)確地服務(wù)Anticipate guest request show our caring about guest at

33、 every time.在任何時(shí)候預(yù)見客人的需求并表現(xiàn)出我們的關(guān)注Avoid hotel revenue losses.避免酒店的收入損失TASK NO : 03IN-HOUSE GUEST EXTENSION REQUEST HANDLING PAGE (1/2) 處理客人延住要求DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYReceive extension requirement from guest

34、.接到客人的延住要求Check the days to be extended查看需要延住的日期Check the room availability status.查看房間狀態(tài)Check guest balance.查看客人的消費(fèi)情況Politely obtain guests name and room number and verify with the computer. Say with eye contact and smile: “Nin Hao , Mr. /Mrs. XX, How may I help you?”禮貌的詢問客人的姓名和房間號(hào)碼并且在電腦中核對(duì)。保持目光接觸且

35、微笑說:“早上好，XX先生/女士，有什么我可以幫您的？”Saying with eye contact and smile: “Mr. /Mrs. XX, may I know that how long will you want to extend?”保持目光接觸且微笑說:“XX先生/女士，我能夠知道您希望延住到什么時(shí)間？”Check the room availability status in the computer.在電腦中查看房間情況Check with Team Leader or GSM if guest wants to extend the day during high

36、 occupancy.如客人在高出租率情況下需要延住，可申請(qǐng)主管或客戶服務(wù)經(jīng)理If we cannot make extension for guest we need help the guest to book another hotel and offer necessary assistant.如我們不能滿足客人的延住要求，我們應(yīng)為客人預(yù)定其他酒店并提供必要的服務(wù)To check guests cash deposit or credit card approval amount.查看客人的押金情況或信用卡預(yù)授權(quán)情況But, please check it in a polite wa

37、y and keep guests regard. If deposit is not enough. Notice guest to pay more deposit for change payment. By saying with eye contact and smile: “Mr. / Mrs. XX, I very sorry to inform you that your deposit could not cover your extension stay, could you add more deposit please?但是我們必須以尊重客人的方式檢查。如客人的押金已不

38、夠，提醒客人續(xù)付押金， To ensure the correct room number to provide precise service.確認(rèn)正確的房間號(hào)碼以保證提供準(zhǔn)確地服務(wù)Get accurate information to provide precise service.獲取正確的信息以保證提供準(zhǔn)確地服務(wù)Credit policy should be applied.遵守財(cái)務(wù)制度TASK NO : 03IN-HOUSE GUEST EXTENSION REQUEST HANDLING PAGE (2/2) 處理客人延住要求DEPARTMENT: Front OfficeAPPR

39、OVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYCheck if company or travel agent pays guest.核查公司或旅行社是否為此客人付賬保持目光接觸且微笑說:“XX先生/女士，我非常遺憾的通知您，您的押金已不足以支付您延住時(shí)的消費(fèi)，您能否續(xù)交押金？”If it is credit card payment, accept extension request at first, check approval amount later.

40、 If not enough, call bank or get more approval amount through EDC machine.如果是信用卡付費(fèi)，先接受延住要求，再查看預(yù)授權(quán)情況，如果不夠，致電銀行或通過EDC獲取足夠的預(yù)授權(quán)If paid by company or travel agent, written extension notice is needed at least before departure, otherwise explain to guest we will charge to guests own account the room booked

41、 through travel agency, if we could not get the extension notice from them before guest departure, the rate for guest will be changed to walk in guest rate (for the extension days only).如果是由公司或者旅行社付費(fèi)，應(yīng)在離店前一天收到延住通知，否則我們將要向客人解釋此費(fèi)用將從客人個(gè)人賬戶中收取，如果是通過旅行社訂房，如果我們?cè)陔x店前一天沒有收到延住通知，我們將按照上門散客價(jià)收取客人的房費(fèi)（僅是延住期間）Make

42、extension for guest in computer immediately if the above terms & conditions are acceptable, update room key for guest.如果以上情況合適立即在電腦中給客人做延房并且給客人更新鑰匙Update guests profile to show our superior service standard.更新客史顯示我們服務(wù)的高標(biāo)準(zhǔn). TASK NO : 04MESSAGE & PARCEL HANDLING PAGE (1/2) 信件和包裹的接收與轉(zhuǎn)交DEPARTMENT: Front

43、 OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY1. Check whether the guest is registered with the hotel.核查客人是否已入住酒店2. Check for the type of message preferred. 確認(rèn)留言形式Upon receiving the request to leave a message for a guest, request for the guest n

44、ame and room number (if possible). Check against the system to ensure that the guest is registered with the hotel before taking a message.在接受客人留言前,詢問客人的姓名及房間號(hào)碼(如果可能).在留言前在電腦系統(tǒng)中核實(shí)客人是否已經(jīng)住店Messages should be taken for in house and reserved (incoming) guests. 留言須給住店或預(yù)抵客人There are several ways that a gue

45、st can leave a message. Explain to and inquire from the guest which he/she would prefer:我們有幾種留言方式,向客人說明且詢問客人他/她希望以何種方式留言1) Voicemail 語音留言 A message can be left directly in a guests phone. Call the operator and inform that a guest would like to leave a voicemail. Hand the handset over to the guest. E

46、nsure that the messenger is given privacy whilst leaving the message. 信息可以直接留入客人的電話中.致電總機(jī)并說明有客人要留言,把話筒給客人.并且保證客人能在獨(dú)處且隱秘的情況下完成留言 Always suggest to the messenger to leave a voice message if the guest is in house. 如客人已住店,盡量建議用語音留言 2) Manually Written Messages手寫留言 Offer the guest a message pad and a pen

47、. Check to ensure that the guest name and room number is clearly written on the pad. Seal the message, stamp and date it, and handover to the Service Center for immediate delivery. Indicate that a message has been received in the Opera system as a precautionary measure that a manual message has been

48、 received. 為客人提供留言紙和筆。確保留言紙上的客人名字和房間號(hào)碼書寫準(zhǔn)確。密封留言，寫上日期并立即派送。在系統(tǒng)里做記錄以保證留言準(zhǔn)時(shí)送達(dá)。Ensure that the message gets to the right person.確保信息遞達(dá)的準(zhǔn)確性If the guest is not registered with the hotel, politely inform the messenger and decline to take the message.如果客人不住在酒店禮貌的告知留言者The method is encouraged as it is fast a

49、nd efficient. Messages are ensured accurate as it is direct from the messengers mouth. The message light in the room phone will flash to notify the guest of the message.最快捷和準(zhǔn)確的留言方式是讓留言者親自告訴客人The message pad should be placed facing the guest while the pen faces inward so that it is convenient for the

50、 guest.留言板要朝向客人，并準(zhǔn)備好留言筆，筆要向內(nèi)擺放。The time and date is also recorded by indicating that a message has been received in the system.要在電腦系統(tǒng)里標(biāo)注好日期和時(shí)間TASK NO : 04MESSAGE & PARCEL HANDLING PAGE (2/2) 信件和包裹的接收與轉(zhuǎn)交DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNS

51、TANDARD PROCEDUREWHY3. Send the message3) Printed Messages3）打印留言 A printed message can also be keyed straight into the system. This is normally used by the hotel to send its messages to guests. Locate the message screen and key in the following the below procedures:打印留言也可以從系統(tǒng)中直接打出。一般酒店通過這種方式給客人留言。在留

52、言屏幕下輸入以下信息：- start a message with a greeting- 問候- listen carefully and key in the message in the presence of the messenger if possible. If not, write it down and key it in later- 仔細(xì)聆聽，盡量在留言者在的情況下寫下留言，如果不行就先記在紙上，事后再輸入電腦。- repeat the message to reconfirm- 重復(fù)留言- note down the full name and contact numb

53、er of the messenger/caller- 記錄留言者的全名和聯(lián)系方式。- print the message- 打印留言- message is to be sent by the Service Center- 留言將被及時(shí)送達(dá)If it is a manually written message, send this to the Service Center. All messages for in house guests will be delivered to the guest room within 20 minutes of receiving it by th

54、e Service Center page girl/boy.所有留言在收到后都要在20分鐘內(nèi)送達(dá)客人房間。By keying in the message, the message light in the guest room phone will also flash in notify the guest of the message.在電腦里輸入留言后房間里的留言燈會(huì)閃爍以提醒客人有新的留言Always ensure prompt delivery as this is important in upholding the level of service expected.確保留言

55、被及時(shí)和準(zhǔn)確的送達(dá)TASK NO : 05INCOGNITO GUEST PROCEDURES PAGE (1/2) 如何按要求為客人隱藏姓名DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYRequest for a P&C Stay1. Obtain the detailedinstructions. 得到具體的指示。2. Repeat the instructions.重復(fù)指示。3. Program th

56、e console. 控制臺(tái)的操作。4. Insert a locator and update the Opera system immediately.立刻更新電腦系統(tǒng)， 并作記錄。Upon receiving a request for a Private and Confidential (P&C) stay, obtain specific instructions from the guest and write it down.當(dāng)客人要求行程保密時(shí)，要問清客人的具體要求并作記錄。Inquire if any other person is aware of the guests

57、stay, or if there is any call from specific persons that the guest would like to receive. Also obtain instructions for urgent or emergency situations.Under no circumstances inquire why the guest wishes a P&C stay.和客人確認(rèn)是否有特定人可以知道客人在酒店下榻或可以給客人能打電話。并得到客人在緊急情況下的處理辦法。不要詢問客人為什么要對(duì)行程保密。Always repeat the ins

58、tructions so that the situation will be much clear. E.g. “May I repeat your instructions Mr/Mrs/Ms _? Only calls from Mr _ will be passed through. We will inform all other callers/visitors that you are not staying with us. Is that correct?”每次都要和客人確認(rèn)指示以保證信息準(zhǔn)確?！拔铱梢钥赡_認(rèn)一下您的要求嗎，XX先生/女士？我們只會(huì)把XX先生的電話轉(zhuǎn)到您的房

59、間。其他查詢您的人我們都會(huì)告訴他們沒有您的住店記錄。您看我記錄的對(duì)嗎？”Thanks the guest for calling and assure him/her that the instructions will be followed through accordingly.感謝客人的來電并告訴客人我們會(huì)嚴(yán)格按照他的要求辦理。Program the console so that the guests telephone line will be changed into “DND” status: (line is barred and all calls will automat

60、ically revert to the operator.) Press LPK + DND + room number + DND. Press “*78” and follow by the room numberProgram a Locator and indicate that it is a P&C stay for the duration. In the Reservation Note, input all instructions obtained from the guest.正確的操作機(jī)臺(tái)使客人的電話線處于“免打攪”狀態(tài)。（所有的電話都將自動(dòng)轉(zhuǎn)接到機(jī)臺(tái)上）根據(jù)要求在電