威尼斯皇冠假日酒店《客户服务中心新员工入职培训手册.doc

------- Guest Service Center

TABLE OF CONTENTS
Part One
Part 1
?Welcome Letter From Director of Rooms Page 03
?Departmental Organization Chart Page 04

Part 2
? Job description
1 GSC Manager Page 05
2 GSC Supervisor Page 06
3 GSC Shift Leader Page 07
4 GSC Agent Page 08
? Standard Operating Procedures
5 Telephone Etiquette Page 09
6 Handling Wake Up Calls Page 15
7 Make A Reservation Page 18
8 Fax/Message Delivery Page 22
9 Do Not Disturb Request Page 26
10 Confidential Request Page 27
11 Screen Calls Page 28
12 Luggage Collection Page 29
13 Guest Request Items Page 31
14 Room Change Page 33
15 Maintenance Request Page 36
16 Mini Bar Posting Page 38
17 Weather Forecast Page 40
18 Long Distance Calls by Hotel Staff Page 41
19 Handling Guest Complaint by Phone Page 42
20 Handling Lost & Found Items Page 45
21 Medical Assistance to In House Guest Page 48

Part 3
?Priority Club Reward Page 50

Part 4
? Acknowledgement letter by employee Page 53

Dear team member,

Firstly, a very warm welcome to the Crowne Plaza Shenzhen as part of Front Office Department. Our key to success depends very much on your positive attitude, creative flair and eye to details. We are committed to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated.

真诚欢迎您加入深圳威尼斯皇冠假日酒店，成为酒店前厅部的成员。你们积极的工作态度，创造性的思维及细致周到的服务，将是我们取得成功的关键因素。我们激励员工通过不断的学习和培训，来丰富专业知识，改善服务技巧，提高劳动生产力，最终取得整体前厅部的成功。

I wish you a pleasant and fruitful working experience at Front Office Department.

祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。

Yours truly,

此致

FRONT OFFICE ORGANIZATION CHART

JOB DESCRIPTION

JOB TITLE: Guest Service Center Manager

AREA/DEPARTMENT: Rooms Division / Front Office / Guest Service Center

REPORTS TO: DOR / ADOR / FOM / AFOM

POSITIONS SUPERVISED: Guest Service Center supervisor / Guest Service Center shift leader / Guest Service Center agent

JOB SCOPE: Manages Guest Service Center operations to ensure to provide highest service to guests. Keep smooth communication with concerned sections and departments.
Key Responsibilities
·1 Monitor day-to-day operation of Guest Service Center.
·2 Directly report to Front Office Manager.
·3 Perform any assignments delegated by FOM or AFOM.
·4 Go through Guest Service Center logbook and handover book for follow-up action and delegated accordingly.
·5 Monitor the room special arrangement for VIPs, PCR members or individual guests based on the daily activity report and brief to all GSC personnel.
·6 Aware of the room status of occupancy forecast and alert GSC personnel.
·7 Always conduct training for GSC agents, uplift the morale and soothe the grievance of staff.
·8 Perform all duties, other than the above as requested by the hotel, company policies.
·9 Prepare Duty Roaster to ensure the adequate coverage of hotel occupancy and control staff leaves.
·10 Keep smooth communication with all relative sections and departments and review the working performance monthly for team rebuild.
·11 Handle guest complaints with tact and diplomacy to avoid future irritation, contact with guest to maintain smooth relationship between management and guests.
·12 Share all points of communication issues, which can or may affect GSC personnel to provide high standard service to the guest on daily briefing or meeting of Rooms Division.
JOB DESCRIPTION

JOB TITLE: Guest Service Center Supervisor

AREA/DEPARTMENT: Rooms Division / Front Office / Guest Service Center

REPORTS TO: Guest Service Center Manager

POSITIONS SUPERVISED: Guest Service Center shift leader / Guest Service Center agent

JOB SCOPE: Supervise Guest Service Center operations to ensure to provide the highest standard of service to guests. Be responsible for the operation of Guest Service Center in the absence of Guest Service Center manager.

Key Responsibilities
·13 Assist Guest Service Center manager in monitoring day-to-day operation with proper processing.
·14 Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section.
·15 Ensure that all daily reports printed are filed accordingly in the respective files.
·16 Contribute to overall operational efficiency by performing relevant duties as assigned.
·17 Use your supervision skills effectively to encourage and motivate staff.
·18 Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.
·19 Provide guests with the most accurate and up-to-date information at all times.
·20 Ensure efficient provision of an accurate record of telephone calls by supervising that all guest requests are followed up accordingly.
·21 Regularly conduct on job training for all GSC agents, uplift the morale and soothe the grievance of staff.
·22 Keep the cleanliness and tidiness of working environment, and maintain all GSC agents appearance. Keep hygiene, good attitude and telephone manner, and maintain adequate suppliers and stationeries for GSC office usage.
·23 Reports unusual occurrences to GSC manager.

JOB DESCRIPTION

JOB TITLE: Guest Service Center Shift Leader

AREA/DEPARTMENT: Rooms Division / Front Office / Guest Service Center

REPORTS TO: Guest Service Center Manager / Supervisor

POSITIONS SUPERVISED: Guest Service Center agent

JOB SCOPE: Assist the Guest Service Center supervisor in supervision of controlling and preparation of daily operation. Coordinate with all other sections and departments. Monitor all guests’ call in and follow up action to be taken by GSC agents properly with satisfaction.
Key Responsibilities
·24 Assist the GSC supervisor to supervise the call-in and follow up action in the absence of GSC supervisor.
·25 Having a positive attitude towards work, be self-disciplined and self-motivated, set a good working example for all sub-ordinates.
·26 Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section.
·27 Contribute to overall operational efficiency by performing relevant duties as assigned.
·28 Assist the GSC supervisor on monitoring guest service personnel constantly; ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.
·29 Enforces rules and regulations set up for the department.
·30 Reports unusual occurrences to GSC supervisor timely.
·31 Provide services and information to guest that is the most accurate and up to date possible, and is delivered to the guest in the most meaningful way.
·32 Assist the GSC supervisor in training staff and remind them on common errors, especially through on job training.
·33 To be ready and responsible to perform any other duties as designated or required by management from time to time.

JOB DESCRIPTION

JOB TITLE: Guest Service Center Agent

AREA/DEPARTMENT: Rooms Division / Front Office / Guest Service Center

REPORTS TO: Guest Service Center Manager / Supervisor / Shift Leader

POSITIONS SUPERVISED: Nil

JOB SCOPE: Responsible of establishing and maintaining a good and professional relationship with all guests, as well as, liaise between the guests and hotel management, including all other departments, ensuring a high standard of efficient and effective guest service is maintained. Likewise, call-in and follow up action taken according to the standard operation procedure.

Key Responsibilities
·34 Responsible for ensuring that clear and constant communication line is kept with all staff, areas and hotel department.
·35 To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the hotel.
·36 To ensure all guests are provided with an efficient operator service as required.
·37 To ensure all guest queries, inquiries and requests are attended to in a helpful and professional, yet warm and friendly manner.
·38 To ensure have a complete and thorough knowledge of the outlets of the hotel, the operation hours and scope of services that they provide.
·39 To identify any faults that occur on Guest Service Center equipment at anytime whilst you are on duty, contact the supervisor on duty and report the fault directly to the GSC manager.
·40 To be completely aware of the fire and emergency procedures of the hotel and your responsibilities in an emergency.
·41 To ensure at all times that personal presentation is immaculate, your uniform or work clothes are in line with relevant Front Office, and hotel uniform.
·42 Responsible for the general cleanliness of the working area.

SUBJECT: TELEPHONE ETIQUETTE 电话礼仪

.Policy 政策
To ensure a consistent standard of handling incoming calls to leave callers a good impression.
确保转接电话的连贯性，给打电话的客人留下良好的印象。

Procedures 程序
It ‘s the policy of the hotel that we should always answering the telephones in a consistently manner.
我们酒店的政策是在任何情况下，不论是内部电话还是外线电话，都要保持接听所有电话的连贯性。

Tips and Techniques for Receiving a Telephone Call
接听电话的要点和技巧
2 Know your telephone system, in particular: 熟悉电话接听系统，尤其要注意：
o Identify the external calls and Internal calls first 首先辨别外线电话和内线电话
3 External calls: two short rings 外线电话：两声短铃音
4 Internal calls: one long ring 内线电话：一声长铃音
o How to put the caller on hold 怎样使来电者等待
o How to transfer a call 怎样转接电话
o How to pick up other’s call by your own phone 怎样使用自己电话接听对方电话
5 Get organized: 有条不紊
o Have a pen and paper handy to take notes or a message 使用手头的笔和纸记录和留言
6 Answer the telephone promptly – within three rings
迅速回答电话 – 三声之内接听
2 Start each telephone call by polite greeting, saying your department/ company, your name.
接听电话，首先要使用礼貌问候，报上你所在部门 / 公司名称，你的姓名。

Standard phrases to use: 标准用语
2. Guest Service Center 客户服务中心:
External Calls 外线电话:
Greeting +Crowne Plaza Shenzhen 您好, 深圳威尼斯皇冠假日酒店
E.g.: Good morning, Crowne Plaza Shenzhen 您好, 深圳威尼斯皇冠假日酒店

Internal Calls from Rooms 来自客房的内线电话:
Greeting +Department / Section + Name + How may I help you
E.g.: Good morning, Guest Service Center, Lucy speaking, how may I help you? 您好，客户服务中心

Internal Calls from Departments 来自部门的内线电话:
Greeting + Name + May I help you
E.g.: Good morning, Lucy’s speaking, How may I help you?

3. Departments 其它部门:
DID Calls外线电话:
Greeting +Department / Section + Name + How may I help you?
E.g.: Good morning, Human Resources, Vivien speaking. How may I help you?

Internal Calls 内线电话:
Greeting + Name + How may I help you?
E.g.: Good morning, Vivien speaking. How may I help you?

Professional Telephone Behavior – Standards to aim for
专业电话接听礼仪行为 – 标准

During the Call
1 Use Guest’s Name at least two times养成尊称客人姓氏的习惯
In answering call and in conversations 在接听电话或与客人对话中:
Use the Guest’s name-it makes a BIG difference. 尊称客人姓氏会带来很大的益处
1 Demonstrate that you are listening by making “continuity noises” such as “um”, “yes”, “really”, “OK”
在聆听电话过程中使用“连续性的声音”，如“嗯”、“是的”、“真的”
2 Concentrate – don’t be tempted to do two things at once. Give the telephone conversation your undivided attention
集中注意力 – 不要一心二用。集中精力进行接听电话。
3 Err on the side of being helpful – volunteer help, don’t wait to be asked.
对方需要被帮助 – 主动帮助，不要等待被询问。
3 Treat every call as your call, and take responsibility for it.
对待每个电话就向对待你的电话一样，并对每个电话负责。
4 If an incoming call is not convenient, explain why and take the name and number of the caller and offer to phone back.
如果来电不方便谈话，解释原因和留下对方的姓氏和电话号码，并主动致电。
5 If you are answering a call on someone else’s behalf: 如果你正在接听他人的电话：
o Never admit you don’t know where they are 不o 要说出你不o 知道他们在哪？
o If they are not available promptly, offer to help or take a message 如果他们此时不o 在，o 主动提供帮助或留言
o Offer to call back, or suggest a time when the person is likely to be available
主动回电，或建议一个他/她可能的接听时间。

Standard phrases to use: 标准用语
1. Transferring Calls 转电话
If caller requests for transfer, say…如果来电者要求转电话，说：
“Certainly, allow me to transfer your call to the ( ).May I place you on hold?” Wait for the caller to
say “Yes”.
“好的，我将把您的来电转给( )，请稍等片刻好吗？”待来电者答应之后再转电话

2. When The extension is engaged 当被转接分机占线时
“Thank you for holding, Mr. Tan is still on the line. Would you like to leave a message or call back later?”
“感谢您的等候，谭小姐现在在讲电话。请问您需要留言还是稍后再打？”

3. When The Extension Does not be Answered 当被转接分机无人接听时
“Thank you for holding, I’m afraid Mr. Tan is not available right now. Would you like to leave a message or call back later?”
“感谢您的等候，恐怕谭小姐现在暂时不在。请问您是需要留言还是稍后再打？”
4. Ending A Call 结束电话
When you finish a call, say….…当要结束电话时，说：
“Thank you for calling, Have a nice day.” “谢谢来电，再见“

5. Crowne Plaza Shenzhen Words To Use 经常在电话中使用以下表达
In your conversations, use words like：
“Certainly” “My pleasure” “Have a nice day” “Thank you for calling”

Professional Telephone Behavior – Standards to aim for
专业电话接听礼仪行为 – 标准

When taking a message, include: 当留言时，留言内容包括：
2 Customer’s name 客人的名字
3 Room number 房号
4 Caller’s name 致电者姓名
5 Company 公司名称
6 Telephone number and extension 电话号码和分机
7 Message in full 留言内容要完整
8 Indication of its urgency 紧急内容要表明
9 Your name 你的姓名
10 Date and time of message 留言日期和时间
Remark: Write clearly and ensure the message is received 字迹清晰，确保留言被收到
Ensure your action what has been agreed with the caller 确保你的行动被来电者同意

Standard phrases to use:
Sir/Madam, may I have your name, please?
先生/小姐，请问您贵姓？
Mr./Ms.___, may I have your message, please?
____先生/小姐，请问您的留言内容？
Mr./Ms.___, may I have your contact number, please?
____先生/小姐，请问您的联系电话？
Mr./Ms.___, please let me repeat your message_______, is that correct?
____先生/小姐，我重复一下您的留言，您的留言是_____________。
Thank you for calling.
感谢您的来电

TEN “MOST ABUSED”SKILLS 十项“不适当”的情况:
It’s bad 不应该
It’s good 应该
Answering ‘hello’ or ‘____dept.’………….. That’s all!
接电话时仅说“喂” 或“___部门”就完了

Always keep greeting standard
必须保持使用标准问候用语
Answering ‘he/she is not around’…….That’s all!.
仅回答来电者 “她/他不在”就完了

Suggest the caller call back later or leave a message
建议来电者稍后在致电或留言
Using excuses to avoid being helpful such as ‘I don’t work in this d