酒店装订服务标准操作(中英版).doc

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酒店装订服务标准操作规程
Guest Expectation客人期望:
I have presentations to make and copies to be produced and bound. I expect this to be done in a professional and speedy manner. I expect staff to know how to use the binding machine.
我将做一次展示，文件需要复印并装订。希望可以得到专业且快捷的服务，员工熟悉如何操作装订机.
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 service. 客人希望得到高质量的服务。
2. I feel confident in delivering the service to our guests, because I know how to use the binding machine. 我有信心为客人提供服务，因为知道如何使用装订机。
3. We are able to increase the GSTS score by delivering service professional. 凭借专业化的服务我们能提高客人满意度。

STEPS步骤

How /Standards标准
1) Welcome问候

Welcome the guest and ask Guest kindly: 问候客人并礼貌地询问：“How can I help you”? “我能帮你忙吗”？

Show the guest to the private area. 引领客人至专区。

2) Check核查

Check the assignment before accepting the work. 接受任务之前先检查文件。

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

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

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) Control 控制

Proof the quality of the bonded material. 校对装订材料。

5) Presentation展示

Present the bonded material to the guest. 把装订好的材料展示给客人。

6) Delivery 交付

Ask a Bellman to send it to the guest’s room or kept at the Business Center for collection. 通知行李员将装订文件送至客房或保留在商务中心，待客人领取。

(In accordance with the Guest’s Instruction). （询问并依照客人要求操作）

7) Log 登记

Record in the ‘Binding Log Sheet’ by date, guest name and room number. 在“装订服务登记单”上记录：日期，客人姓名及房号。

8)Payment of outhouse, Restaurant or Conference guest 店外、用餐或会议客人的付款问题

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，确保收到即时付款或记入会议帐单（检查会议操作单）。

Check function sheet or instructions if the guest is a conference guest. 如果是会议客人，则检查操作单或相关说明。

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，服务完成即刻将费用通过系统挂到客人房间。

Obtain Guests signature on the bill of any guest. Please refer to Acc. Procedure #………….
获取客人在其他客人帐单上的签字。请参照Acc.程序……号。

10) Bid Farewell告别

Always thank the guest by saying: 要记住感谢客人：

“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，您对我们的服务满意吗？感谢你使用我们的服务，如果需要其他服务，请再次联系我们。再见”。

Summary questions问题小结:

1. How should all guests be welcomed? 如何欢迎客人？
2. Do I always have to check before accepting work? What specifically do I have to check? 在接受任务之前，须要检查文件吗？具体检查什么？
3. Why do I have to tell the guest about the charges in advance? 为什么我要预先告知客人收费标准？
4. What do I do if the Binding Job doesn’t look very professional? Do you know how the Binding Machine works? Who can teach you? 如果装订的文件看起来不够专业，该如何处理？你知道如何使用装订机吗？
5. How should the binding be presented? 如何展示装订好的文件？
6. Where should the binding be delivered? 装订好的文件应该送至哪里？
7. Does this duty need to be logged? What is written on the log? 此项服务须要登记吗？记录哪些内容？
8. What do I do if the binding is required for an external company? How do I get the books delivered there? How do I get payment? 如果为外面的公司提供装订服务，我该怎样做？如何送装订的文件？如何获取付款？
9. Where is a guest signature required? 需要客人在哪里签字呢？
10. How do I farewell the guest who uses our services? 如何向使用我们服务的客人告别？

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