酒店前台收发传真标操作(中英版).doc

酒店前台收发传真标准操作规程 Guest Expectation 客人期望: 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. 我希望在商务中心能够得到专业员工提供的专业化服务。希望我的文件如同在自己办公室处理得一样。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: Guests are sending important information and are requesting professional handling. 客人发送重要信息，要求得到专业化处理。Guests are not in their office, but are awaiting secretary services. 尽管客人不在自己的办公室，但他们希望得到秘书般的服务。I know how to handle a Fax or other confidential information. 我懂得如何处理一份传真或其他保密信息。 STEPS步骤 How / Standards标准 1) Greeting 问候 “Good morningfternoon, evening, Madame/Sir, how can I help you?” “小姐/先生，早上好/下午好/晚上好有什么我能帮你的吗？” 2) Verification核实 Verify the guest’s name and room number as well as always repeat the Fax number. 核实客人姓名及房号，同时要重复传真号码。 3) Charges information收费信息 Advise guest of the cost. 告知客人价格。 4) Additional Service offered 提供额外服务 Ask the guest whether he wishes to wait or have the original fax delivered to the room or another area. 询问客人是否他愿意等候，或需要将其传真原件送回房间或其他地方。 Always handover the sent fax in an envelope. 交接时须要把传真装入信封。 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. 如果客人希望他的传真送到房间，则把传真放入信封，注明房号和客人姓名，并致电礼宾部通知送传真。 Send fax immediately. 立刻发传真。 ) Billing付帐 Prepare a Business Center bill. Always ask the guest to sign after you indicated the price for sending the fax. 准备一张商务中心帐单，在说明发送传真价格后通常要请客人签单。 ) Confirmation确认 Obtain Transmission Report from the Fax machine to give to the guest with the sent fax in an envelope. 将传真机中打印出的传送报告，连同传真文件一起放入信封交还给客人。 If the guest is an in house guest, post the charges to the guest folio right away, and ask him/her to sign the bill. 如果是住店客人，立即把费用挂客人帐，并请他/她签单。 ) Sending a Fax for external guests of guests without a guest room (Conference or Restaurant guest) 为非住店客人发传真给其店外客人（参加会议或用餐的客人） If th