洲际酒店商务中心标准手册运营程序.doc

STANDARD OPERATING PROCEDURE OUTGOING AND INCOMING FAX 发送/接收传真 Task Number: 题目编号： BC-0001 Department: 部门： Business Center 商务中心 Date Issued: 颁布日期： May 2008 2008年5月 Guest Expectation: 宾客期望： I am expecting professional service from professional people in the Business Center. I want to have my documents handled as I would in my own office. 我期望能在商务中心从专业人员那里得到专业服务。我希望能够像在办公室一样是我的文件得到处理。 Time to Train: 培训时长： 25 minutes 25分钟 Why is this task important for you and our guests? 为什么这个任务对于你及我们的客人如此重要？ Answers: 回答： Guests are sending important information and are requesting professional handling. 客人要发送重要信息且需要专业处理。 Guests are not in their office, but are awaiting secretary services. 客人不再办公室，但等待秘书服务。 I know how to handle a Fax or other confidential information. 我知道如何处理传真或必威体育官网网址信息。 WHAT/ STEPS步骤 HOW/ STANDARDS怎样做/标准 TRAINING QUESTIONS问题 Greeting 问候 “Good morning. Afternoon. evening Madame/Sir how can I help you”. “早上好，中午好，晚上好，女士/先生。有什么可以为您效劳的。“ DRILL LANGUAGE 语言操练 Verification 核实 Verify the guest’s name and room number as well as always repeat the Fax number. 核实客人的姓名几房间号，同时重复传真号 Why do I have to verify the Guests name, room number or fax number ? 为什么必须要核实客人姓名，房间号或传真号? 3) Charges information 费用信息 Advise guest of the cost. 向客人介绍价钱 Why is it important to advise the guest about the cost? 向客人建议价钱为什么如此重要？ 4) Additional Service offered 可提供的额外服务 Ask the guest whether he wishes to wait or have the original fax delivered to the room or another area. 询问客人是愿意等候或是希望将原件送至其房间或是其它地方。 Always handover the sent fax in an envelope. 通常将传真放进信封里。 If the guest wants to have the fax delivered to the room, put the fax in an envelope, note room number and name of the guest and call the Concierge for delivery. 如果客人要求将传真送至其房间，应将传真放进信封，标明房间号及宾客姓名，并叫礼宾部送到房间。 Send fax immediately. 立刻发送传真。 Why do I need to handover the fax