1、Crowne Plaza皇冠假日酒店Standards ManualPolicy & Procedure - Front Office Depar(Guest Service Center) 前厅部制度和程序前厅部制度和程序(宾客服务中心)(宾客服务中心)目目 录Contents录ContentsAnswering Telephone接听内外线电话Business Center Daily Operation商务中心日常运作Car Booking订车Pre-opening Office Vehicle Keys Control筹建期间车辆钥匙使用管理Concierge Service礼宾服务C
2、onfidential Stay保密房Club Floor Lounge Daily Operation皇冠酒廊日常运作DDD/IDD Control代拨国内及国际长话Do Not Disturb 请勿打扰 Employee Incoming Call 员工私人电话 Housekeeping Service 客房服务 Incoming Call接转电话Luggage Request行李服务Room Service客房送餐Take Message留言Telephone Manner电话接听技巧及程序VIP Amenities Application Approval Procedure贵宾赠品的
3、申请批准程序Wake-up Call 叫醒服务 Policy Number 序号序号: FO/GSC/002 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 : Immediately Supersedes No. 废止号废止号 : - Policy & Procedure - Front Office Department(Guest Service Center) 前厅部制度和程序前厅部制度和程序(宾客服务中心宾客服务中心) Prepared By 制定人制定人 : Jessica Sha
4、o Approved By 批准人批准人: Jim Burton Answering Telephone 接听内外线电话接听内外线电话 Distribute to 发放发放: All Division/Department Heads各部门总监及部门经理 Page 1 of 4 PP 002 Answering Telephone A: Policy 政策政策 To establish guidelines for our employees in telephone answering and ensure that all guests are provided with high qua
5、lity service consistent with the image of Crowne Plaza service. 建立员工的电话接听指南，向客人提供始终如一的皇冠品牌服务。 C: Procedure 程序程序 Standardized Telephone Answering接听标准接听标准 For external calls (handles by telephone operator): 外线接听（由话务员处理时） “Good morning/afternoon/evening, Crowne Plaza City Center Changsha, how may I hel
6、p you? ”早上好/下午好/晚上好，长沙皇冠假日酒店，请问有什么可以帮助您？ For internal calls (at the department level): 内线接听（由各部门接听时） “Good morning/afternoon/evening, XX department, XX speaking, how may I help you?” “早上好/下午好/晚上好，_部门，我是_，请问有什么可以帮助您？” When the line is busy: 当线路占线时： “I am sorry, sir/madam, the line is busy. Would you
7、like to wait?” OR “I am sorry, sir/madam, the line is busy. Would you like to leave a message?” “很抱歉，先生/女士，线路正忙，请问您需要等待吗？”或者“很抱歉，先生/女士，线路正忙，请问您需要留言吗？” When the guest room has no answer: Policy Number 序号序号: FO/GSC/002 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 : Immedi
8、ately Supersedes No. 废止号废止号 : - Policy & Procedure - Front Office Department(Guest Service Center) 前厅部制度和程序前厅部制度和程序(宾客服务中心宾客服务中心) Prepared By 制定人制定人 : Jessica Shao Approved By 批准人批准人: Jim Burton Answering Telephone 接听内外线电话接听内外线电话 Distribute to 发放发放: All Division/Department Heads各部门总监及部门经理 Page 2 of
9、4 PP 002 Answering Telephone 当客房电话无人接听时： “I am sorry, sir/madam, there is no answer. Would you like to leave a message or call back later?”“对不起，先生/女士，电话无人接听，请问您是需要留言还是稍候打来？” When the person being called is not available: 当受话人不在时： “I am sorry, sir/madam, (name of the person) is not available at the m
10、oment. Would you like to leave a message or can anybody else help you?” “对不起，先生/女士，（受话人姓名）现在不在，请问您需要留言还是请其他人接听电话呢？” 1. All calls are to be answered promptly within three rings. 所有电话应在铃响三声内接听。 2. Always used a “Smile In Your Voice”. The tone of your voice should be clear, gentle and in a natural voic
11、e. 接听电话时，始终保持微笑，语音清晰、柔和、自然。 3. Whenever possible use the guests name during the conversation. 在谈话过程中尽量用客人的姓氏称呼对方。 4. If you are on the telephone and guests approach to you, make eye contact with them. 当你正在接听电话时有其他客人向你走来，要用目光关注客人并示意。 5. If you have to put the guest on hold, politely ask them first an
12、d allow them the chance to respond later. Often a guest may ask a simple question or request that you can handle immediately and there is no need to make them hold. 如果你必须让客人等待，需礼貌征得客人同意。客人只是问一个简单问题并希望我们马上能够予以回复，而不是让他等待。 6. If guest does not wish to hold, offer to call him back, or leave a message an
13、d take the proper Policy Number 序号序号: FO/GSC/002 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 : Immediately Supersedes No. 废止号废止号 : - Policy & Procedure - Front Office Department(Guest Service Center) 前厅部制度和程序前厅部制度和程序(宾客服务中心宾客服务中心) Prepared By 制定人制定人 : Jessica Shao Appr
14、oved By 批准人批准人: Jim Burton Answering Telephone 接听内外线电话接听内外线电话 Distribute to 发放发放: All Division/Department Heads各部门总监及部门经理 Page 3 of 4 PP 002 Answering Telephone information. If this is not acceptable, handle their call as quickly as possible. 如果客人不愿等待，应建议客人：我们稍候回复他或是请他留言。如果客人不接受，我们应尽快为其解决问题。 7. Look
15、 for calls on hold and thank callers for holding. Pick up line that is on hold by saying: “Thank you for waiting, this is XXX, how may I help you?” 接听等待电话时，应感谢客人的等待：“感谢您的等待，我是 XXX，请问有什么可以帮助您吗？” 8. Dont interrupt a caller. Never cut off someone who is speaking, it is not only rude but it stifles conv
16、ersation. 不要打断来电者。当客人正在说话时，切忌挂断电话，这是极不礼貌的，并且妨碍了正常通话。 9. When guest calls with a request, take the initiative to handle it instead of transferring them to another department. For example, if a guest asks how to get extra pillow/towels or room service order, offer to call housekeeping or room service
17、and arrange this service on behalf of the guest. And check with guest 30 minutes later to make sure guest received the service. 当客人致电提出要求，应主动解决而不是直接转到其他部门。例如：当客人要求额外的枕头/毛巾或送餐服务时，我们应该替客人致电客房部或送餐部提供相应服务，并且应在 30 分钟后致电客人，确认客人已得到相关服务。 10. Always thank the guest for calling, if appropriate. 随时注意感谢客人的来电。 1
18、1. Hold the micphone one inch away from your mouth and do not shout or whisper. 保持话筒离嘴距离约一英寸，不要对着话筒大声说话或是与别人聊天。 12. Use your natural voice, speak clearly and distinctly. 语音自然，表达清晰明白。 13. Do not eat or chew while receiving a call. Policy Number 序号序号: FO/GSC/002 Crowne Plaza City Center Changsha 长沙皇冠假
19、日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 : Immediately Supersedes No. 废止号废止号 : - Policy & Procedure - Front Office Department(Guest Service Center) 前厅部制度和程序前厅部制度和程序(宾客服务中心宾客服务中心) Prepared By 制定人制定人 : Jessica Shao Approved By 批准人批准人: Jim Burton Answering Telephone 接听内外线电话接听内外线电话 Distribute to 发放发放: All Di
20、vision/Department Heads各部门总监及部门经理 Page 4 of 4 PP 002 Answering Telephone 接听电话时，不能吃东西或嚼口香糖。 14. Avoid speaking to another person while holding a line. 接听电话时应避免与他人说话。 15. Be friendly, always use magic words like “Thank you, please” etc. 始终运用像“谢谢您、请”这样的礼貌用语。 16. Take note if necessary. Do not rely on y
21、our memory. 必要时做好记录，不要依赖记忆。 17. Always make every caller feel important by addressing him or her by names. 通过称呼客人的姓名，使客人感觉到自己备受关注。 18. Always hang up after the caller. 总是比客人后挂电话。 Policy Number 序号序号: FO/BC/001 Crowne Plaza City Center Changsha长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 : Immediately Sup
22、ercedes No. 废止号废止号 : Policy & Procedure - Front Office Department(Business Center) 前厅部制度和程序前厅部制度和程序(商务中心商务中心) Prepared By 制定人制定人 : Jessica ShaoApproved By 批准人批准人: Jim Burton Business Center Daily Operation 商务中心日常运作商务中心日常运作 Distribute to 发放发放: All Division/Department Heads 各部门总监及部门经理 Page 1 of 4 PP 0
23、01 Business Center Daily Operation Purpose目的目的 Maintain service standard provided in the Business Center and ensure the service rendered by the staff is up to guests satisfaction and to meet Crowne Plaza Standard. 商务中心应提供优质服务，以满足客户需求和达到皇冠品牌服务标准 Procedure 程序程序 1. The daily operation hour for the hote
24、l manned business center is 07:00 -23:00. After operation hours, the front desk will handle all requests for standard business services and access to the business center. Therefore, one spare key will be kept by Assistant Manager on duty. 商务中心每日营业时间为 07：00-23：00；营业时间外， 前台接待员将负责协助客人进入商务中心以便使用商务中心各项服务
25、, 因此，大堂副理将保留一把商务中心备用钥匙。 2. The staff should get the keys from security Department before 7:00am. Read Log-Book and continue the unfinished work of pervious shift. 当班员工应在每天 7：00 前到保安部领取商务中心钥匙准备开门营业， 阅读交班本并对相关工作予以跟进。 3. Provide courteous, friendly and qualified level of service with active manner. Sta
26、nd during service, smile and polite languages. 保持礼貌友善高质量的服务水准， 提供服务时应站立起身， 保持微笑待客。 4. Treat all guest documents as confidential matters. 替所有客人文件保密。 5. Be polite introduce the items and service price to guests (Staff of Front Desk and Assistant Manager should be familiarized with them) the service it
27、em/price are attached. 友好的向客人介绍服务项目和价格，酒店前台接待员和大堂副理应熟知商务中心服务项目和价格。 6. Services in the business center include: 服务项目包括： ? Photocopy, Transparency and Printing Services 复印、胶片和打印 Policy Number 序号序号: FO/BC/001 Crowne Plaza City Center Changsha长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 : Immediately Superc
28、edes No. 废止号废止号 : Policy & Procedure - Front Office Department(Business Center) 前厅部制度和程序前厅部制度和程序(商务中心商务中心) Prepared By 制定人制定人 : Jessica ShaoApproved By 批准人批准人: Jim Burton Business Center Daily Operation 商务中心日常运作商务中心日常运作 Distribute to 发放发放: All Division/Department Heads 各部门总监及部门经理 Page 2 of 4 PP 001
29、Business Center Daily Operation ? Lamination, Scanning and Binding Services 塑封、扫描和装订 ? Facsimile Services 传真 ? Computer Services inclusive of internet 电脑（包括上网） ? Secretarial Services 秘书服务 ? Meeting Arrangement 会议室租赁 ? Courier Service 快递 ? Equipment Rental 设备租赁 ? Public Phone 公用电话 ? Translation, Name
30、 Card and Ticketing Services. 翻译、名片制作和代购票务。 7. Should there be any guest requests that require following up after operating hours, the business center agent will: 如果客人的服务要求需要下班后继续跟进， 员工应： ? Provide a designated front desk associate with proper handover details and instructions, guests name and room
31、number. 与前台接待员交接清楚客人姓名房号和事项。 ? Inform guest that the front desk will be handling the request after the business center is closed. 告诉客人前台接待员将在商务中心下班后继续跟进。 ? Be provided with an update by the front desk associate of the status of the guest request. 前台接待员应提供跟进程度。 Policy Number 序号序号: FO/BC/001 Crowne Pl
32、aza City Center Changsha长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 : Immediately Supercedes No. 废止号废止号 : Policy & Procedure - Front Office Department(Business Center) 前厅部制度和程序前厅部制度和程序(商务中心商务中心) Prepared By 制定人制定人 : Jessica ShaoApproved By 批准人批准人: Jim Burton Business Center Daily Operation 商务中心日常运作商务中心
33、日常运作 Distribute to 发放发放: All Division/Department Heads 各部门总监及部门经理 Page 3 of 4 PP 001 Business Center Daily Operation ? Follow-up with a courtesy call the next day to ensure the guests request was met satisfactorily or to check if the guest needs further assistance. 商务中心员工应第二天致电客人确认客人是否满意或仍需帮助。 8. Bi
34、lling 帐务 Charging to Guest Ledger for Hotel Guest Only 住店客费用应挂房帐：住店客费用应挂房帐： Below should be done without delaying the guest in any way. 在操作以下程序时， 请注意不要因此而延误了对客服务。 ? Guest must show room card when the guest wants to charge to Guest ledger. 在住客人需要出示房卡， 以便挂入其房帐。 ? Staff should check the PMS (Opera) imm
35、ediately for verification that the guests is entitled to receive credit and charge to their room guest ledger. 员工应马上在 OPERA 电脑系统里核实该住客是否能挂房帐。 ? Cash payment should be required from guest, if the deposit in the Front Desk is not enough or signature is not same with registration card. 如果住客押金不足或签名不符， 需
36、要求客人支付现金。 ? Daily Revenue Report should be completed by Business Center to Front Office cashier by the end of each shift (see attached). 每一个班次员工应将收入日报表交到酒店前台投报表箱内转收入审计。 ? Request the guest to sign the miscellaneous voucher 使用杂项单收费记账。 Visitors should directly pay in Cash or Credit Card 访客应以现金或信用卡支付访客
37、应以现金或信用卡支付 9. The Business Center Clerk should follow up the Front Office Cashier Procedure. 商务中心文员应遵循前台收银员工作程序。 Policy Number 序号序号: FO/BC/001 Crowne Plaza City Center Changsha长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 : Immediately Supercedes No. 废止号废止号 : Policy & Procedure - Front Office Department(
38、Business Center) 前厅部制度和程序前厅部制度和程序(商务中心商务中心) Prepared By 制定人制定人 : Jessica ShaoApproved By 批准人批准人: Jim Burton Business Center Daily Operation 商务中心日常运作商务中心日常运作 Distribute to 发放发放: All Division/Department Heads 各部门总监及部门经理 Page 4 of 4 PP 001 Business Center Daily Operation 10. Prepare the daily statistic
39、 report, inspect all power-devices and electric equipment, and ensure doors key return to security department when Business Center closes at 11:00pm. 准备日报表， 检查各项设施设备和电源插座， 确保 23：00点下班前将钥匙归还保安部封存。 Policy Number 序号序号: FO/GSC/017Crowne Plaza City Center Changsha长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期
40、: Immediately Supersedes No. 废止号废止号 : Policy & Procedure - Front Office Department(Guest Service Center) 前厅部制度和程序前厅部制度和程序(宾客服务中心宾客服务中心) Prepared By 制定人制定人 : Jessica ShaoApproved By 批准人批准人: Jim Burton Car Booking 订车订车 Distribute to 发放发放: All Division/Department Heads 各部门总监及部门经理 Page 1 of 3 PP017 Car
41、Booking A: Policy 政策政策 Provide Limousine service for hotel guest handle it effectively. 为酒店客人提供更有效的订车服务。 C: Procedure 程序程序 1. Departure Guest-Obtain: 离店客人订车离店客人订车 A. Guest name and room number. 客人姓名和房间号码 B. Date and departure time. 日期和出发时间 C. Billing instruction. 确认费用的付帐方式。 D. Repeat guest request a
42、nd inform guest that we will leave a message for the confirmation. 重复客人要求并告知客人我们会留言确认。 E. Call Chief Driver to book the car and distribute the booking form. 致电车队主管订车并分发订车单。 F. Inform the Concierge to record it on limousine transfer book. 通知礼宾部在订车本上做好记录。 G Leave a message to confirm with the guest. 留
43、言与客人确认。 Policy Number 序号序号: FO/GSC/017Crowne Plaza City Center Changsha长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 : Immediately Supersedes No. 废止号废止号 : Policy & Procedure - Front Office Department(Guest Service Center) 前厅部制度和程序前厅部制度和程序(宾客服务中心宾客服务中心) Prepared By 制定人制定人 : Jessica ShaoApproved By 批准人批准人:
44、 Jim Burton Car Booking 订车订车 Distribute to 发放发放: All Division/Department Heads 各部门总监及部门经理 Page 2 of 3 PP017 Car Booking 2. Arrival-Obtain: 抵店客人订车抵店客人订车 A. Guest name. 客人姓名 B. Date, flight number and estimate time arrival of the flight. 日期，航班号和预计抵达时间。 C. Person/company who make the reservation. 预订人/预
45、订公司 D. Billing instruction. 确认费用的付帐方式。 E. Repeat gust request. 重复客人要求。 F. Call Chief Driver to book the car and distribute the booking form. 致电车队主管订车并分发订车单。 G. Inform the Concierge to record it on limousine transfer book. 通知礼宾部在订车本上做好记录。 H Call back to confirm with the guest. 回电与客人确认。 3. Hourly-Obta
46、in: 按小时订车按小时订车 A. Guest name. 客人姓名 B. Date, time, duration and destination. Policy Number 序号序号: FO/GSC/017Crowne Plaza City Center Changsha长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 : Immediately Supersedes No. 废止号废止号 : Policy & Procedure - Front Office Department(Guest Service Center) 前厅部制度和程序前厅部制度和程
47、序(宾客服务中心宾客服务中心) Prepared By 制定人制定人 : Jessica ShaoApproved By 批准人批准人: Jim Burton Car Booking 订车订车 Distribute to 发放发放: All Division/Department Heads 各部门总监及部门经理 Page 3 of 3 PP017 Car Booking 日期，时间，时间段和目的地。 C. Billing instruction. 确认费用的付帐方式。 D. Repeat guest request. 重复客人要求。 E. Call Chief Driver to book
48、the car and distribute the booking form. 致电车队主管订车并分发订车单。 F. Inform the Chef Concierge to record it on limousine transfer book. 通知礼宾部在订车本上做好记录。 G Leave a message to confirm with the guest. 留言与客人确认。 Policy Number 序号序号: FO/TRA/001 Crowne Plaza City Center Changsha长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日
49、期 : January 5, 2007 Supercedes No. 废止号废止号 : Policy & Procedure - Front Office Department(Transportation) 前厅部制度和程序（车队）前厅部制度和程序（车队） Prepared By 制定人制定人 : Jessica ShaoApproved By 批准人批准人: Jim Burton Pre-opening Office Vehicle Keys Control 筹建期间车辆钥匙使用管理筹建期间车辆钥匙使用管理 Distribute to 发放发放: All Division/Departme
50、nt Heads 各部门总监及部门经理 Page 1 of 2 PP 001 Transportation Department Objective目的目的 To establish the proper guideline on the issuance of hotel car keys during the hotel pre-opening stage. 建立酒店筹建阶段的车辆钥匙使用管理规定。 Procedure 程序程序 1 The assigned drivers will be responsible for the following vehicles: 以下车辆将由以下指定
