资源描述
Operation Hours : 7:00am to 12:00 Midnight daily
Services Offered : English Word Processing
提供服务 英文编辑
Chinese Word Processing
汉字编辑
Worksheet / Chart
表格/图画
Photocopy
复印
Facsimile
传真
Rental of Computer
电脑出租
E-mail Services
电子邮件服务
Guest Experience : Feel impressed with the efficient and courteous services
客人体验 provided.
感受到饭店服务是高效和礼貌。
Procedures程序:
§ Check with guest the time he needs the typing work back and make sure it is completed promptly.
问询客人需要什么时间完成打字工作,并要立即完成.
§ Type a draft for guest to check. Make sure you have done your best to type what is written.
打印初稿让客人检验.要尽力打印到最好水平.
§ Be professional. Do not delay any typing work even though guest may say that it is not urgent and that we could take our time. Complete it at your soonest possible and give the guest a call to tell him it is ready for him to proof read or send it up to the room.
要熟悉业务.即使客人说打印件不急,我们也不能耽搁,因为我们要节省时间.要尽可能快完成打印,然后给打电话通知客人已经打印完成,需要她认可或给她送入房间.
Procedures程序:
Ensure that the envelope has the full and correct address, including the postal code.
确定信封/上有完整正确地址，包含邮政编码。
Seal envelope.
封好信封。
Weigh and calculate the postage required bearing in mind extra fee for registered mail and express mail. If doubt please refer to our postage file.
对挂号信和快件称重后计算邮资，并要加收挂号信和快件额外费用，假如有任何疑问，要参考相关邮寄要求。
Indicate on the envelope if mail is ‘registered’ or ‘express’.
假如邮件是”挂号”或”快件”要在信封上显示。
All letters/seated envelopes for mailing to be collected by the office messenger before 9:30am daily.
邮件收发员会在天天早上9:30之前，收取全部需要邮寄信件。
Remind Office messenger to obtain receipts for registered mail.
提醒邮件收发员要记住拿回挂号信收据。
For Courier Service to call up our current local delivery service for pick up.
对于快件，我们要打电话给当地适宜邮递服务部进行邮寄。
Procedures程序:
All incoming faxes must be recorded fast. Make sure you collate them correctly before stapling them together.
全部接收传真要立即统计下来.将她们订在一起前, 要确定你已经查对了她们是正确.
Check on room and name of guest in the terminal.
在电脑中查询客人房号和姓名.
Read the first few lines of the fax. Do not take it for granted that if the first line read to Reservations, Front Office that you send them to the department concern. Senders sometimes address faxes to Reservations, etc with a message ‘Please relay or deliver this fax to your guest.’. Make sure you read carefully before taking action.
阅读传真前几行内容.假如你阅读了传真第一行是预订部,前厅部,不要轻易将她们送到这些部门.因为有时,客人会发传真留言给预订部等,”请将此传真转交给…客人”. 在你送传真前一定要仔细阅读.
Recording of faxes is done in a recording book. To call Bell Service for collection within 10 minutes of receiving the fax.
将传真统计在统计本上.在10分钟之内通知行李员取走收到传真.
If the fax is marked ‘URGENT’ or if guest is due to check out that very day, make an effort to call the guest to inform him. If there is no response, quickly place it in an envelope stated ‘URGENT’ and calls for a Bellboy without a delay.
假如传真上标注”紧急”或客人估计在那天结帐离店,要打电话给客人.假如客人房间没有应答, 要立即将其装入信封并标注上紧急,然后立即打电话给行李员
HOLD FOR ARRIVAL FAXES – these are to be recorded the same way as the other faxes. If the fax states that guest is checking in today but the name listed is not exactly of the same spelling in the terminal, record it and send down to reception.
保留预抵客人传真,要象其它传真一样统计下来.假如传真显示客人今天入住,不过姓名拼写和电脑中不太一致,统计下来然后交于接待处.
Faxes for guest not listed in terminal, record them put “no listing/not listed” and send it to the reception for the receptionist to follow up by checking daily in ensuring that when guest checks in, he/she gets the fax immediately.
假如电脑中没有客人名字,就将她们统计在”没有预订”文件中并将其送至接待处,方便接待员能够留心客人是否入住,当客人入住时,就立即将传真交给她/她.
Faxes that are not delivered (i.e.: cannot be slipped under the door), Business Center Secretary have to send a message to guest informing him of the item/parcel/faxes and advise him to collect it from the Business Center during The Business Center Operations Hours. After the operations hours to collect from Reception.
假如传真没有被送到(比如:不能从门缝传进),商务中心职员就要留言、通知客人有她邮件包裹/传真，而且提醒她在商务中心营业时间收取；其它时间能够在接待处收取。
Faxes that are incomplete, that is if we receive only 8 pages out of the 10 pages etc. If this is so, to send a message to guest, to advise him on that matter. (Enclosed the received faxes with the message).
假如传真不完整,假如是10叶而我们只收到了8叶,就留言给客人,告诉她这件事情.(将留言附在传真上).
Example比如:
Dear Mr White,
尊敬怀特先生,
Please be informed that we have received only 8 pages of these incoming faxes instead of 10 pages as stated.
敬告,我们仅收到了10张传真中8张.
Thank you.
谢谢你.
(your name)
(你姓名)
Procedures程序:
Ì Date and page control book.
填写日期和页数。
Ì Fill in your name and time of duty.
填写你姓名和当班时间。
Ì Enter each billing in sequence.
按次序填写每一笔账。
Ì At the end of each shift, calculate the total and 1st bill number to be used for the next shift to start on a new column.
在每一班下班前，要计算总数，下一班要使用新一栏而且帐单号从一开始。
Example比如:
Guest Check Control Book收费统计表
帐单号 明细 现金 信用卡 记房间账 总额
Bill No. Item Cash Credit Card Charge to Room Grand Total
0001 Typing打字 45.00 - - 45.00
0002 Fax传真 - 35.00 - 35.00
0003 Translation翻译 100.00 100.00
Total总数 45.00 35.00 100.00 180.00
Procedures程序:
0 When receiving outgoing fax from guest, make sure you check that the guest have written: 当你为客人发传真时，你要检验客人是否写了下以下内容：
¤ Sender’s room number and name
发送者姓名和房间号码
¤ Country and area code ( if not indicated, to confirm with guest)
国家和地域代码(假如没有，就要向客人确定)
¤ Mode of payment
付款方法
¤ No of pages
页数
0 Check with guest if he wish to wait at the Business Center or have the transmitted fax sent to his/her room.
问询客人是否愿意在商务中心等候，或是将所发传真送到她/她房间。
0 Send the fax immediately.
立即发送传真。
0 If you have difficulty in transmitting after 2 or 3 attempt, call the guest and inform him. If the guest is not in, leave a message to the guest to contact the Business Center.
假如你在尝试了2或3次后，仍然无法发送出去，就要打电话给客人，假如客人不在房间，就给客人留言，请客人和商务中心联络。
0 Successful transmission is indicated on the activity report. Check that the number of faxes sent with the corresponding number indicated on the activity report.
传真发送成功就会显示在传真汇报上，能够检验传真汇报。
0 Stapled the activity report/s to the fax copy. Make the necessary charges and record in the ‘Outgoing Fax Record’ Book.
将传真汇报和传真复印件订在一起。收取费用并统计在发送传真统计本上。
0 Return the documents to the guest as soon as possible, best within 10 minutes of transmission.
最好在发送传真10分钟之内，立即将文件归还给客人。
Faxes must be handled very carefully. The guest must receive immediately.
必需谨慎地处理传真。全部客人全部要立即地收到它们传真。
If the guest is registered, get a bellman to send the fax immediately to the guestroom.
假如客人已经入住饭店，就让行李生立即将传真送到客人房间。
If guest have a reservation on the same day and has not arrived, attach the fax to the registration card (key in a comment in the FIDELIO system).
假如客人在当日有预订，不过还没有抵达。就将传真同登记单附在一起（输入FIDELIO系统中备注）
However, if the guest has a reservation for a later date, hold the fax in the expanding wallet and create or key in a remark in the computer to notify the Night shift receptionist to bring it out on the day the guest checks in and attached it to his registration card.
假如客人有预订但不是今天预订，就交给接待员将传真保留在文件夹中，而且在电脑中输入备注。夜班接待员要注意在客人抵达日取出传真并将其和登记单附在一起。
To write down due-in date in pencil on the envelope containing fax.
在装传真信封面上，用铅笔写下客人估计抵达日期。
Any inquiries about faxes check with the Business Center immediately if nothing stated in the remark.
假如备注上没有任何内容，而对传真有任何疑问能够向商务中心查询。
Faxes received by the Business Center should be recorded down in the fax logbook at the Business Center.
商务中心要将收到传真统计在传真统计本上。
Business Center Secretary should call up the Bell Service counter for collection.
商务中心职员要打电话通知行李员收取传真。
Bellman to initial on the Business Center logbook upon collection.
行李员收取传真时，需要在商务中心传真统计本上署名。
Bellman to record down items to their ‘Message Control Book’ before sending it to the guestrooms and initial.
在传真送到客人房间之前，行李员要在工作统计本上统计下来并署名。
Procedures程序:
Our regular service is EMS. Courier Service is only available till 1pm on Saturdays and none on Sundays and Public Holidays.
通常邮政快递服务是EMS。快递服务时间截至星期六下午1:00，在星期天和公休日不提供此项服务。
Check with guest if he would like to know the charges before we process delivery of his items. Unless he assured us that the charges are not a problem, we should quickly work out a rough estimate and inform guest about it. Occasionally, guest would not want to pay so much for it and might want to delete some documents or cancel the whole arrangement.
当我们在为客人邮递她邮件前，要问询客人是否知道所需费用。假如客人确定费用没有问题，那么我们就快速地粗略地计算一下费用，然后告诉客人。偶然，客人不愿意付太多费用，可能会降低部分文件或取消邮递计划。
Check the guest’s name and room number in the terminal, if he is due to check out that very day, then quickly work out the charges and raise the Business Center vouchers and pass it to the Front Office cashier for posting.
在电脑中查询客人姓名和房间号码，假如客人估计在当日退房，那么就立即算出费用并填写商务中心转帐单，然后交给前台收银计入客人账。
Pack the documents into an envelope and prepare the airway bill.
将文件装入信封并填写航空邮递费用单。
To make charges, refer to the courier service book for guests and add on our handling fee to the total.
在邮政快递服务收费基础上需要加收饭店手续费。
IDD/Collect Calls
付费电话/对方付费电话
Procedures程序:
ÉObtain from guest
向客人问询以下信息:
· Guest name and/or room number
客人姓名/房间号码
· Overseas Telephone number
所要电话号码
· Mode of payment
付款方法
ÉInform Telephone Operator:
通知总机：
· Room Account
转房间账
· Reverse Charge or Collect Call in which case we have a surcharge * (* TBA)
假如是对方付费电话，我们需要收取手续费.
ÉBusiness Center Secretary should do the closing and keep sale in the remittance envelope and submit it to the ‘drop safe’ before leaving the hotel.
商务中心职员在下班离开饭店前，要将投款袋投入保险箱。
ÉOverseas calls should be taken at the guest waiting area. If it is a Collect Call, call the Operator to connect.
假如客人拨打了国际长途，就请客人在能够接听电话区域等候。假如是对方付费电话，就打电话给接线员，由接线员进行拨打。
ÉShow the guest where to take the call.
向客人示意在哪里接听电话。
ÉUpon completion, call the operator to find out the charge and ask for the name of Operator.
通话结束后，打电话给接线员问询费用问题并统计下接线员姓名。
ÉReceive payment from guest.
向客人收取费用.
ÉAccept only Reminbi. Foreign currency can be changed at the cashier.
只收取人民币.外币要在收银处兑换.
ÉEnsure that correct change is given to guest.
要确保找给客人正确零钱.
ÉPlace the cash in a ‘Cash Box’.
将现金放在”钱箱内”.
a Ensure that all furniture is ‘dust free’.
确保全部家俱没有灰尘。
a Ensure that the Fax Machines, Photocopier Machines, Telephones, computers and printers are in working order.
确保传真机，复印机，电话，电脑和打印机处于良好工作状态。
a Ensure that you have sufficient stock of stationeries.
确保商务中心有足够办公用具。
a Ensure that the working area is neat, no papers lying around.
确保工作区域整齐，周围没有纸屑。
a Glass door is free from ‘finger prints’.
玻璃门没有指印。
a All Business Books, Magazines, Newspapers, Brochures are properly placed.
全部商务中心书籍，杂志，报纸，饭店宣传册要摆放整齐。
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