HSKP-SC-0039Internal Communication内部沟通.docVIP

PROCEDURE程序:All requests must be properly logged and followed up, to ensure guest satisfaction. Upon receipt of assignment from guest, the Service Center Staff must be clear on the requests and instruction, to fulfill the assignment to the guest’s satisfaction. 客人所有的要求服务中心员工都必须认真、正确地记录 ，转达要求并跟进， 以确保客人满意 。一旦接到客人的要求服务中心员工必须非常清楚客人的要求和指示 ，以便给客人提供满意的服务 If the guest service not free of charge, Service Center Staff should use the system to confirm whether we can put the charge into room account, if not suggest to pay by cash or deposit in the reception 若客人的要求需要付费，宾客服务中心员工必须通过系统确认客人是否可以入房帐。若不能抛房帐，建议用现金支付或去前台办理押金事宜。 Service Center will communicate with the department as follows efficiently: 宾客服务中心将与以下部门进行有效地沟通 Concierge礼宾部: Concierge right first time and follow up 宾客服务中心员工必须Reception前台:Reception right first time and follow up 宾客服务中心员工必须Business Center商务中心:Business Centre right first time and follow up 宾客服务中心员工必须商务中心Housekeeping客房部: Requests which need the assistance from Housekeeping must be telephoned to the Floor Attendant or the Floor Supervisor 当客人要求客房部或者洗衣房提供服务时，服务中心员工应立即通知客房部楼层服务员或主管 Laundry/dry cleaning collection. Should inform guest to leave laundry bag in room, fill in the laundry form and we will go to collect, should confirm the laundry delivery time. 洗衣/干洗服务。告诉客人先填写洗衣单，将洗衣袋放在房间内，我们将派人去收取When the HSKP associate finished the service guest requested, guest will be contacted by the Service Center to ensure and confirm that the request has been met to the guest’s full satisfaction. 在客房部员工完成 客人要求后，服务中心员工应再次与客人确认是否要求已全部完成并确保客人对所提供的服务满意 Engineering工程部: Requests from guests for maintenance assistance in the room must be forwarded to the Engineering Department for immediate action. 当客人提出维修服务，服务中心员工必须立即通知工程部值班办公室并采取行动 Duty Engineer to arrive the guest room in 10 min, If rectification is not possible within 15 minutes, Engineering will inform the Service Center. 工程部人员在10分钟内到达客房，如果不能在15分钟内维修好，需及时通知服务中心If guest request was done, guest will be contacted by the Service Ce