BC-01 Using The Copy Machine.docVIP

STANDARD OPERATING PROCEDURE TASK: Using the copy machine.使用复印机 Task Number: BC-0013 Department: Business Center商务中心 Date Issued: January 2008 2008年1月 Guest Expectation: If I ask to make copies, I expect to have good quality and I expect employees to be competent in handling the copy machine. 如果我要复印,我希望酒店员工可以使用复印机为我复印出高质量的文件. Time to Train: 25 minutes 25分钟 Why is this task important for you and our guests？ 为什么这对你和我们的客人非常重要? Answers回答: 1.The guest wants to have a good quality copy of any size. 客人需要各种尺寸的高质量复印文件. 2.I feel confident in delivering the service our guests expect 我有信心为客人提供服务. 3.We are able to increase the GSTS score by delivering service professional 通过提供专业的服务我们可以提高顾客满意度调查分数. STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Welcome欢迎 Welcome the guest and ask Guest kindly: “ How can I help you?” 欢迎客人,并礼貌问客人. 我能忙您做什么吗? Show the guest to the private area 带领客人到较安静隐蔽的区域 DRILL LANGUAGE 语言练习 2) Check检查 Check the assignment before accepting the work. 在接受工作之前先检查任务 If you are not able to complete the task, ask for help from your Supervisor. 如果你无法完成,求助你的主管. Obtain the guests’ name and room number. 获取客人名字及房间号码 Why do I have to check the work before confirming the job? 为什么在开始之前我们必须检查? Why can the Supervisor help? 为什么主管可以提供帮助？ Why do I have to have the guests name? 为什么我们需要获取客人姓名？ 3) Charges收费 Advise the guest of the cost and completion time. 告知客人收费金额及完成时间 Why does the guest need to know the completion time? 为什么客人需要知道完成时间? 4) Control 控制 Proof the quality of the copy. 检查复印质量 Can I read the copies? 我可以阅读文件吗? 5) Presentation出示 Place your copies as well as the guest’s original document into an envelope. 将复印件与原件一同放入信封中 Is it really necessary to put all documents into the envelope? 真的需要把所有的文件放入信奉中吗? 6) Delivery递送 Ask a Bellman to send it to the guest’s room or kept at the Business Center for collection. 由行李员送房间或放在商务中心等客人取 (In accordance with the Guest’s Instruction). （根据客人的要求） Why do I need to ask a Bellman? 为什么我需要行李员? 7) Log记录 Record