洲际酒店集团前厅部-服务中心标准运营程序(6)

4) Service advise (only for Club InterContinental guests) 服务建议（只针对洲际酒店会员客人） Kindly advise “In-Room coffee and tea service” to Club InterContinental Guests and Suite guests only. 友好的建议为洲际酒店会员客人和住在套房的客人“提供送到房间的咖啡和茶服务”。 Note the request on the wake up call sheet. 在叫醒表上记录下要求。 Ask guest whether they need breakfast services; and introduce the time and location of the breakfast. 询问客人是否需要定早餐等服务，介绍自助早餐的时间和用餐地点。 Why do we only serve the tea or coffee to Club InterContinental guests? 为什么我们只提供茶或咖啡给洲际酒店会员客人？ WHAT/ STEPS 5) Distribution 分发 HOW/ STANDARDS A copy of the Wake up Call Sheet must be distributed to Guest Relations at the Club lounge every morning before 6:30a.m. 叫醒表的复印件必须在每天6:30am以前分发给行政酒廊客户关系员。 Wake up calls must be done manually at the specified time. 叫醒服务必须在准确的时间由人工完成。 Greet the guest in a courteous and pleasant manner by saying: 用以下的礼貌用语和愉悦的方式问候客人： “Good morning, Mr. / Mrs. XXX, this is your wake up call. The time now is XX am. Would you like to have a second wake up call?” “早上好，XXX先生/女士，这是您的叫醒电话，现在时间是早上XX点。您还需要第二次叫醒吗？” TRAINING QUESTIONS Why do I need to distribute the wake up call sheet to Guest Relation before 6:30am? 为什么我需要在6:30am前分发叫醒表给客户关系员？ Why do I have to do a personal wake up call? 我们为什么要提供人工叫醒？ Is it really necessary to advise the second wake up call? 真的有必要建议第二次叫醒服务吗？ 5) Action of wake up call 叫醒的实施 Task – Assisting Guests with Outside Calls Page 16 of 66

6) No guest response 未应答客人 7) Action to “no response guests” “未应答客人”的处理 8) Wake up call during the day 白天期间的叫醒服务 We can provide the weather forecast and remind the guest pay attention to it when they out-going. 叫醒的同时，我们可以提供当天的天气预报，提醒客人外出注意事项。 According to the situations, we can ask guest if they need a second wake up call. 可以视情况而定，询问客人是否需要第二次叫醒。 If the guest does not answer, proceed to the next room. Come back to this room later. 如果客人没有应答，应继续进行下一房间，一会再回到这个房间。 Return to the No Reply Rooms and try again. If there is still no answer inform the Housekeeping Floor Supervisor who will personally visit the guest room. 回到未应答客人的房间再试一下。如果仍未应答，通知客房部楼层主管去客人房间。 Should the Floor Supervisor be unable to wake up the guest and/or the room is double locked from, he/she must subsequently inform the Assistant Manager for further action. 楼层主管不能叫醒客人或房间上了双锁，必须通知大堂经理进一步处理。 If a guest requests a “Wake up” call during the day, he must be asked whether he is willing to accept any other calls prior to the wake up call time. 如果客人要求白天的叫醒，必须要问他是 What should I do if the guest does not answer? 如果客人没有应答叫醒，我们应怎么做？ Why must we directly go to the room to verify if the guest has woken up? 为什么我们必须直接去客人房间核实客人是否已经被叫醒了？ What do I need to do if the guest does not respond and/or has his room double locked? 如果客人未应答或房间上了双锁，我们需要怎样做？ Why do we need to ask the guest if he/she is willing to accept any other calls? 为什么我们需要询问客人是否愿意接听任何其他电话？ Task – Assisting Guests with Outside Calls Page 17 of 66

否愿意接听在此叫醒时间前的任何其他电话。 WHAT/ STEPS 9) Provide morning tea or coffee (for Club InterContinental guests only) 提供早餐茶或咖啡（只对洲际酒店会员客人） 10) Closing the call 结束通话 HOW/ STANDARDS For Club InterContinental guests only Butlers will deliver the complimentary coffee or tea to the guest room after the morning call. 客房送餐服务员只为洲际酒店的会员客人送去叫醒后的免费早餐咖啡或茶。 Use the standard phrase to end the call: 用以下的标准短语结束通话： “Thank you for calling, good night Mr. XXX.” “XXX先生，感谢致电，晚安。” TRAINING QUESTIONS When is the best time to serve the morning tea/coffee? 早餐茶或咖啡的最佳递送时间是什么时候？ DRILL LANGUAGE 对话练习

Summary questions: 问题摘要：

1. What time can a guest book a wake up call? 客人可以在什么时间定叫醒服务？

2. How do you actively listen? Why is it so important? 你如何积极地倾听？为什么这样重要？ 3. What information must be verified? 什么信息必须被核实？

4. Why do we make a difference in the service level to Club InterContinental guests? What is that difference? 我们为什么对洲际酒店的会员提供不同水准的服务？有什么不同？

5. Who distributes the Wake UP Call Distribution Sheet and by what time must it be given to them? 谁负责分发叫醒表并在什么时间必须给他们？

6. What is the standard script used to action a wake up call? 标准实施叫醒电话的版本是什么？

7. What do you do it the guest doesn’t answer? 如果客人未应答，你应该怎样做？

8. Which employee goes to the guest room when they don’t answer the wake up call? 当客人未应答电话谁负责去客人房间？

Task – Assisting Guests with Outside Calls Page 18 of 66

9. What special rule must we observe if giving a wake up call during the day? 如果为客人提供白天的叫醒服务有什么特别的规定需要遵循？

10. What if the Club InterContinental Guest wants orange juice instead of tea or coffee? 如果洲际酒店的会员客人想用橙汁替代早餐茶或咖 …… 此处隐藏：3485字，全部文档内容请下载后查看。喜欢就下载吧 ……