bc-006 handling faxes.docVIP

STANDARD OPERATING PROCEDURE TASK: Handling Faxes (outgoing and incoming faxes) 处理传真 Task Number: BC-0006 Department: Business Center 商务中心 Date Issued: January 2008 Guest Expectation: I am expecting professional Service from professional people in the Business Center. I want to have my Documents handled as I would be in my office. I expect professionalism and confidentiality in dealing with my fax. 我期望在商务中心能够得到专业人士的优质服务，如同在我办公室一样。我也希望我的传真能够保密。 Time to Train: 25 minutes 25分钟 Why is this task important for you and our guests? 此次课程对我们以及客人为什么很重要？ Answers: 回答 Guests are sending important information and are requesting professional handling. 客人发送重要的确信息并要求得到专业的确处理。 Guests are not in their office, but are awaiting secretary services. 客人不在他们的办公室里，但仍等待贴身秘书服务。 I know how to handle a Fax or other confidential information. 我了解如何处理传真和其他机密文件。 Guests can experience professional and efficient service: I know how to deliver! 客人期待得到专业和有效的服务，我了解如何递送。 STEPS HOW/ STANDARDS TRAINING QUESTIONS Greeting 问候 Stand up, with straight back and professional body gesture. Smile, and greet the guest: 起身，站直并使用标准的手势，微笑向客人问候。 “Good morning / afternoon / evening “早上/下午/晚上好！ Madame / Sir. Welcome to our Business Centre. How can I help you?” 女士/先生。欢迎到商务中心，我可以帮您吗？“ DRILL LANGUAGE 语言训练 Verification 查证 After the guests stated that he / she wants to send a fax, receive the documents and verify the guest’s name and room number as well. Always confirm the fax number with the guest. 当客人想要发传真和接收文件，要确认客人姓名和房号，并向其确认传真号码。 Why do I have to verify the Guests name, room number or fax number ? 我们为什么要确认客人的姓名，房间号码和传真号码？ Charges information 相关费用信息 Advise guest of the cost.告诉客人费用 “Mr. / Mrs. XXX, the cost for sending this fax will be XXX.” “XXX先生/女士，发送传真的费用是XXX” What is important to advise the guest about the cost? 向客人告知费用时什么很重要？ Billing 账单处理 Confirm with the guest how he / she would like to settle. 向客人确认客人的支付方式。 Then, prepare a Miscellaneous Voucher. Always ask the