最新洲际酒店商务中心标准运营程序.docxVIP

Task -Outgoing and Incoming Fax Page Task -Outgoing and Incoming Fax Page PAGE # of 5 ? STANDARD OPERATING PROCEDURE Irk? [□yrCoruirwtitzl Hoials Gnjiip OUTGOING AND INCOMING FAX 发送 / 接收传真 Task Number : 题目编号： BC-0001 Department : 部门： Bus in ess Cen ter 商务中心 Date Issued: 颁布日期： May 2008 2008年5月 Guest Expectation : 宾客期望： I am expect ing professi onal service from professi onal people in the Busin ess Cen ter. I wa have my docume nts han dled 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。 T ime to T rain : 培训时长： 25 min utes 25分钟 Why is this task importa nt 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？ An swers: 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 han dle a Fax or other con fide ntial in formatio n. 我知道如何处理传真或保密信息。 WHAT/ STEPS 步骤 HOW/ STANDARDS 怎样做/标准 TRAINING QUESTIONS 问题 1) Greeting 问候 “ Good morni ng. Afternoo n. eveug Madame/Sir how can 1 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 2) Verification 核实 Verify the gues name and room number as well as always repeat the Fax nu mber. 核实客人的姓名几房间号，冋时重复传真号 Why do I have to verify the Guests n ame, rooi nu mber or fax nu mber ? 为什么必须要核实客人姓名，房间号或传真号 ？ 3) Charges in formatio n 费用信息 Advise guest of the cost. 向客人介绍价钱 Why is it importa nt to advise the guest about the cost? 向客人建议价钱为什么如此重要？ 4) Additi onal Service offered 可提供的额外服务 Ask the guest whether he wishes to wait or hav the orig inal fax delivered to the room or ano the 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 han dover the sent fax in an env elope. 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 env elope, note room number and name of the guest and call the Con cierge 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。 eWhy do I n eed to han dover the fax in an ” env elope? 为