洲际酒店集团前厅部-服务中心标准运营程序(2)

STANDARD OPERATING PROCEDURE LEAVING MESSAGES 留 言 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 GSC-0002 Guest Service Center 客服中心 May 2008 2008年5月 I expect my messages to be handled efficiently and accurately, in a considerate and confidential manner by knowledgeable staff. 我希望我的留言能高效的和准确的被一名周到的和保密的有经验的员工处理。 20 minutes 20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. Guest can experience our efficient and accurate service. 客人可以体验我们高效和准确的服务。

2. Guest will not miss any important message whilst staying with us.

Task – Assisting Guests with Outside Calls Page 6 of 66

客人住在我们酒店期间不会遗漏任何重要的留言信息。 3. We will increase guest satisfaction and our GSTS score. 我们能提高客人满意度和GSTS分数。

WHAT/ STEPS HOW/ STANDARDS 1) Leave a Message 留言 TRAINING QUESTIONS 2) Delivery 递送 A Guest can either leave a message through Why do some guest’ s not want to use the the Hotel Voice Mail System or leave a text voice mail system? message with the Guest Service Center. 为什么一些客人不想用语音留言系统？ 一个客人可以选择通过酒店语音留言系 统留言或者在客服中心留文本留言。 Why do guest’ s sometimes prefer to leave a Every guest room is equipped with a voice mail system. If a call returns to the GSC ask message through Guest Service Center? if they would like to leave a written message. 为什么客人有时更喜欢通过客服中心留每间客房都装有语音留言系统。如果一言？ 个电话返回到客服中心则是要求留书面留言。 The guests who have message, when they call us, we should remind them that they have message and tell them how to take it. 对于有留言的客人打来电话时,可以提醒客人有留言,并告知提取的方法。 When the guests call us to ask how to take the Voice mail, we should tell them the method and help them to connect it to their rooms. 当客人打来电话询问如何提取语音留言时，我们在向客人说明方法后，如有需要可以帮客人提取并转到客人房间。 Print out the message from the computer Why must the Bellboy deliver the print out and ask a Bellboy to deliver it to guest room message to the room? right away. 为什么行李员必须马上把打印出的留言Task – Assisting Guests with Outside Calls Page 7 of 66 …… 此处隐藏：69字，全部文档内容请下载后查看。喜欢就下载吧 ……