洲际酒店集团前厅部-服务中心标准运营程序(14)

WHAT/ STEPS HOW/ STANDARDS how you are feeling now? 晚上好，XX先生/小姐，我是大堂副理XXX，我想知道您现在感觉怎么样了？ In serious matters, (death or suicides of a guest), please refer to Risk Management guidelines or your internal Emergency Handbook. 对于各种事件（死亡或客人自杀），请参考危险事故管理指南或参考你酒店内部的紧急事故手册。 TRAINING QUESTIONS 5 ) Serious matter and Fatalities 各种事件和灾祸 What do I have to do in case of death of a guest? 万一客人在酒店死亡，我们要怎么做？ Do you know what needs to be actioned on the system in the event of a fatality? 万一发生灾祸事故，你知道需要采取什么行动吗？

Summary questions: 问题摘要：

1. a) Why is medical assistance important for the guest? 医疗帮助对客人来说为何重要？

b) What type of service is provided to all guests？ 对所有客人提供什么类型的服务？

2. a) When we listen to the guest with a medical problem, what specifically are we listening for? 当我们听到客人有医疗的问题，有什么需要我们特别听清楚的？ b) What recorded information is required? 需要记录下什么信息？

3. a) Who should you contact first and when should they be contacted? 你应该首先联系谁以及他们应该在什么时候被联系？

b) When would you let the GM know? Who does this – you or the Duty Manager? 什么时候应该让总经理知道？谁去做—你还是值班经理？ 4. a) Why is follow up important? 跟进为什么如此重要？

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b) Who should follow up? 谁应该跟进此事？

5. a) What do I have to do when a guest dies? 当客人死亡，我们要怎么做？

b) Where is the Risk Management Manual located? 风险管理指南位于哪里？

Now ask the Trainee to practice the whole task from start to end to test competency. 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 UPDATING INTERNAL TELEPHONE EXTENSION LIST 更新内部电话分机号码表 GSC-0010 Guest Service Center 客服中心 May 2008 2008年5月 I expect the hotel is able to provide me a courteous, prompt and accurate telephone service. In order to be able to provide this service, lists have to be updated accordingly. 我希望酒店可以提供给我礼貌、迅速和准确的电话服务。为了能提供这样的服务，电话号码表必须做相应的更新。 30 minutes 30分钟

TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 TIME TO TRAIN: 培训时长 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：

10. We must provide a prompt and accurate telephone service.

我们必须提供迅速和准确的电话服务。

11. We must update the extensions list regularly in order to be able to offer professional service.

我们必须定期更新电话分机号码表，以便能够提供专业的服务。

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12. Increase our GSTS score. 提高GSTS分数。

HOW/ STANDARDS Hotel office extension number will be listed on the Hotel Telephone Extension list. 酒店办公室电话号码将被列出酒店分机号码表上。 Obtain updated staff movement information from HR department monthly. 每月从人力资源部获得员工人事变动信息更新。 Refer to the respective department head if there is a query. 如果有疑问，可以询问各相关部门的领导。 WHAT/ STEPS 1) Hotel extension list 酒店分机号码表 TRAINING QUESTIONS Why don’t we put the list at the staff notice board or public? 我们为什么不把分机号码表列出放在员工布告栏或公众区域？ 2) Obtain new information monthly Why must the information relating to staff changes be obtained from the Human 每月获得新的信息 Resources Department? 为什么必须从人力资源部获得员工变动信息？ 3) Refer the information Why should we refer to other department heads for the information? 询问信息 为什么我们应向其他部门的领导询问相关信息？ 4) Updated and distributed extension list Update the Hotel Internal Telephone Extension Why should we update the list so often? list monthly and distribute it to every department 我们为什么应该经常更新分机号码表？ 更新并分发分机号码表 accordingly. 每月更新酒店内部电话分机号码表并分发给相应的每个部门。 5) Updated the pager/mobile list Update the Pager or DECT Phone Extension How frequently should the mobile list be List regularly, when a change occurs. updated? 更新呼机/手机号码表 发生变化时，定期更新呼机或手机号码表。 手机号码表应该多久更新一次？ Summary questions: …… 此处隐藏：1704字，全部文档内容请下载后查看。喜欢就下载吧 ……