酒店前厅复印服务标准操作(中英版).doc

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酒店前厅复印服务标准操作规程
Guest Expectation 客人期望:
If I ask for copies to be produced, I expect them to be of good quality and logically sequenced and checked. I expect to have my original returned in good condition and I expect employees to be competent in handling the photo copy machine.
如果我需要复印服务，希望复印质量高，有逻辑顺序并已经核查。希望我的原文件能完璧归赵，也希望员工能够熟练操作复印机。

Why is this task important for you and our guests?
为什么该任务对你和我们的客人都很重要？

Answers回答:
1. The guest wants to have a good quality copy of any size. 客人希望得到任意大小的高质量的复印件。
2. I feel confident in delivering the service our guests expect. 我有信心给予客人期望得到的服务。
3. We are able to increase the GSTS score by delivering service professional. 我们能够通过提供专业化的服务提高 客人满意度调查分数。

STEPS步骤

How / Standards标准
1) Welcome欢迎

Welcome the guest and politely query: “How can I help you”? 礼貌地问候客人。“我能帮您忙吗？”

Show the guest to the private area. 引领客人到个人专区。

2) Check核查

Check the assignment before accepting the work. 接受复印文件前先检查文件。

If you are not able to complete the task, ask for help from your Supervisor. 如果你不能完成任务，请你的主管帮忙。

Obtain the guests’ name and/or room number. 获取客人姓名／房号。

3) Charges 收费

Advise the guest of the cost and completion time. 告知客人价格及完成时间。

4) Proof 校对

Proof the quality of the copies. 校对复印件质量。

5) Presentation 呈文

Place your copies as well as the guest’s original document into an envelope. 将复印稿件与原件一起放入信封。

6) Delivery交付

Ask a Bellman to send it to the guest’s room or kept at the Business Center for collection. 通知门童将信封送至客房或是将文件保留在商务中心等待客人领取。
(In accordance with the Guest’s Instruction). (须询问并依照客人指示操作)

7) Log 登记

Record in the ‘Copy Log Sheet’ by date, guest name and room number. 按日期，客人姓名及房号在“复印登记单”上做记录。

8) Payment of outhouse, Restaurant
or Conference guest 参加会议或用餐的非住店客人的付款

If the guest is not staying in the hotel, ensure you receive an immediate payment or a charge is made to the conference bill. (Check function sheet). 如果是非住店客人，确保要收即时收到付款或记入会议帐单（检查会议通知单）。

Check function sheet or instructions if the guest is a conference guest. 如果是会议客人，则检查会议通知单或相关说明。

9) Billing付帐

If the guest is a houseguest, post to the guest folio as soon as the task is completed. 如果是住店客人，复印完成后立即将费用挂在客人的系统帐单上。

Obtain Guests signature on the bill of any guest. 请客人在其帐单上的签字确认。

10) Bid Farewell告别

Always thank the guest by saying:
要感谢客人：
“Madame/Sir has everything been to your satisfaction? Thank you for using our service, if we can be of any further assistance, please contact us again. Good bye”. “女士/先生，你对我们服务满意吗？感谢你使用我们的服务，如果需要我们提供其它服务，请与我们联系。再见”。

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