酒店前厅打字服务标准操作(中英版).doc

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酒店前厅打字服务标准操作规程
Guest Expectation 客人期望:
If I request typing services, I expect the task to be professionally executed in accordance with international business standards, the same as it is done in my own office.
如果需要打字服务，我希望得到国际商务标准，专业化的服务，如同在我自己的办公室一般。
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 a professionally typed business communication service in accordance with international business standards. 客人得到国际商务标准的，专业化的商务打印服务。
2. The guest wants to receive a good quality copy of the communication. 客人希望得到高质量打印服务。
3. I want to feel confident in delivering the service our guests expect. 我有信心提供客人期待的服务。
4. We are able to increase the GSTS score by delivering service professional. 我们能够通过提供专业化服务来提高客人满意度。

STEPS步骤

How / Standards标准
1）Welcome 欢迎

Welcome the guest and ask them courteously how you may be of assistance. 欢迎客人并礼貌地询问如何提供帮助。
“How may I help you?“ “我能帮你忙吗？”

Show the guest to a private area if necessary. 如果有必要，可引领客人至个人专用区。

2) Check校对

Check the assignment before accepting the work. 接受任务之前先核实任务内容。

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

Obtain the guest’s name and room number. 获取客人姓名及房号。

3) Charges资费

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

Type carefully and accurately. 细心，准确无误地打字。

4) Control 校对

Proof the quality of the copy. 校对打印稿。
5) Presentation呈文

Place the typed pages as well as the guest’s original document in an envelope. 把打好的文件与客人原件一起放入信封。

6) Delivery交付

Ask a Bellman to send it to the guest’s room or clarify with the guest whether they want it retained at the Business Center for collection. 让请行李员将打字文件送至客人房间或与客人核实是否须要将打字文件保留在商务中心，等待领取。

7) Log 登记

Record in the ‘Typing Log Sheet’ by date, guest name and room number. 按日期、客人姓名及房号在“打印登记簿”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，打字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。

Please refer to Acc. Procedure #…………. 请参照Acc 程序……号。
10) Bid Farewell告别

Always thank the guest. 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，您对我们的服务满意吗？感谢你使用我们的服务，如果需要其它服务，请再次与我们联系。再见”。

Summary questions问题小结:

1. Other than a warm welcome what else demonstrates professionalism in the Business Center? (a clean work station)除了热情问候外，商务中心还能够从哪些方面可以展示出专业化？（洁净的工作环境）
2. Do I always have to check before accepting work? 在打印任务之前，须要确认打印内容么？
3. Why do I have to tell the guest about the charges in advance? 为什么我要提前告知客人收费情况？
4. Why is proofing the quality of the original and the copy so critical? 为什么核对原件与打字件很重要？
5. Why can I not handover the typed pages without an envelope? 如果没有信封，为什么我不能交接打字文件？
6. How is the work delivered to the guest? 如何把打字件交给客人？
7. What must be logged? 登记簿中须记录什么？
8. What is the procedure for charging the guest? 向客人收费的程序是什么？
9. How does Accounting know about the charge? 财务部如何知道收费情况？
10. Why do I have to Bid Farewell and thank the guest to use our Services? 为什么我要向客人告别并感谢客人使用我们的服务？

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