洲际酒店集团前厅部-服务中心标准运营程序(13)

把你自己放在其他人的位置上 more important for you to put yourself in the 我们为什么需要把我们自己放在客人的立other persons situation. 场上？ 记住，对你来说要经常给客人新鲜感，因此，把你自己放在其他人的位置上非常重要。

Summary questions: 问题摘要：

1. Why do we put emphasize on prompt and accurate service? 为什么我们这样强调迅速和有效的服务？

2. a) Why can’t we pass the inquiry to somebody else to handle? 我们为什么不能把某人的询问转到其他地方处理？ b) Why is guest loyalty important? 忠实客人为什么重要？

3. Why do we need to try to put ourselves in the guest’s situation? 我们为什么需要试着把我们自己放在客人的立场上？

Now ask the Trainee to practice the whole task from start to end to test competency trainee to practice. 现在开始对员工进行该题目的整体练习并测试员工的接受能力。

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STANDARD OPERATING PROCEDURE MEDICAL ASSISTANCE 医疗帮助 TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 GSC-0009 Guest Service Center 客服中心 May 2008 2008年5月 I expect the hotel to be able to provide me with qualified medical assistance and my requests are handled in a considerate and confidential manner throughout my stay. 我希望酒店能够提供给我有资格的医疗帮助，我在住店期间的要求能被有经验的员工保密的处理。 TIME TO TRAIN: 30 minutes 培训时长 30分钟 Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？

Answers: 回答：

1. We must have a good safety and security procedure to protect our staff and guests. 我们必须有一个好的安全的和保险的程序去保障我们的员工和客人。

2. Medical service is a critical issue in a hotel and the guest must experience a level of confidence in the medical provider and the staff member who they are liaising with.

医疗服务在酒店是一项决定性的焦点事件,客人必须体验有一定水平和自信的医疗员工的服务并能担任联络员。

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3. Improve our GSTS score. 提高GSTS分数。

4. Demonstrate our professionalism by showing care and concern.

体现关爱和关心，以证明我们的专业。 WHAT/ STEPS 1) Answering 应答 HOW/ STANDARDS Pick up the call within 3 rings by saying: 在铃响三声之内接起电话： Good Morning/afternoon/evening/, XXX Hotel,. XX speaking, How may I help you? 早上/下午/晚上好，XXX酒店，我是XXX，有什么能帮您？ Let the guest know we are listening to him. 让客人知道我们正在聆听他讲话。 Do not interrupt the guest and clarify guest needs. 不要打断客人并了解客人需要。 Confirm with the guest why he/she is not feeling well. 与客人确认他/她感觉不舒服的原因 Take down the note as following: 按照以下步骤记录下来： - Guest name and room number 客人姓名和房间号码 - Exact time of the call 打来电话的准确时间 - Some details 详细信息 TRAINING QUESTIONS Is there a standard that all hotels must provide the medical service? 所有酒店必须提供医疗服务是标准吗？ DRILL LANGUAGE 对话练习 Why should I not interrupt the guest even I know what his/her problem is? 我们为什么不打断客人，即使知道他/她的问题所在？ Do you think the guest will be upset with me if I ask so many questions? 如果我们问客人许多问题，你认为客人会不高兴吗？ What do I have to note in order to react accordingly ? 我们需要记录下什么内容以便采取相应的行动？ 2) Listening 聆听 Task – Assisting Guests with Outside Calls Page 39 of 66

WHAT/ STEPS HOW/ STANDARDS - Name of staff 员工姓名 Ensure complete details of incidents are recorded. 确保记录下完整详细的事件。 “Mr./Ms. XX, please stay clam, we will have someone coming up to your room immediately.” “XX先生/小姐，请保持冷静，我们将会派人马上来您的房间。” Inform the Assist. Manager on duty immediately and give details as much as possible. 立即通知当班大堂副理，并尽可能多的提供详细信息。 Give the guest the feeling of importance. 让客人感到他很受重视。 Assistant Manager knows the nature of the call., and decides to call a doctor or an ambulance. 大堂副理知道分辨电话的性质，并决定打电话叫医生或救护车。 In serious situations GM/EAM must be informed immediately. 在多数情况下，必须马上通知总经理/助理经理。 The Assist. Manager must follow up whether the guest is getting better or not. 大堂副理必须对客人感觉是否好些进行跟进。 The Assist. Manager must call the guest to check on their situation and how the guest is feeling. 大堂副理必须给客人打电话核实他们的情况并了解客人的感觉。 Good evening, Mr./Ms. XX, This is XXX calling from the Assist. Manager. I just want to know TRAINING QUESTIONS What is the purpose of recording information? 记录下这些信息的目的是什么？ DRILL LANGUAGE 对话练习 Is the Assistant Manager the only person to call a doctor or an ambulance? 大堂副理是唯一可以打电话叫医生或救护车的人吗？ What is the right time to inform the GM/EAM? 通知总经理/驻店经理的恰当时间是什么时候？ Why does the Assistant Manager need to follow up, when I am fully aware of the situation. 为什么当我们完全意识到情况时，大堂副理还需要跟进？ Why is the follow up important? 跟进为什么如此重要？ DRILL LANGUAGE 对话练习 3) Offer assistance 提供帮助 4) Follow up 跟进 Task – Assisting Guests with Outside Calls Page 40 of 66