酒店总机叫醒服务流程(行业规范).docVIP

Wake Up Call 叫醒服务 批准人： 派送： 页数 PAGE 3 / NUMPAGES 3 Purpose目的: To provide on time and warm wake up call service to all in house guest. 为所有的住店客人提供准时的叫醒服务。 Policy 政策: It is the policy of the hotel to provide on time and warm wake up call service to all in house guests. 这是酒店为所有住店客人提供准时的叫醒服务的政策。 Procedure: 程序 Taking Wake Up Call Request 要求叫醒服务 When a guest request a wake up call, record down the following onto the Wake Up Call Record Report: 客人要求叫醒服务时，记录下如下要求： a) Guest Name客人名字 b) Room Number房间号码 c) Wake Up Call Time叫醒的时间 Repeat the information to assure accuracy: 重复信息以确定其准确性 Mr. XXXX, your room number is xxxx and your wake up call is set at xx:xx hours. Good night! （ ）先生，您的房间号码是（ ）您的叫醒服务的时间是（ ）。晚安。 Guest name should be checked with the computer system to ensure that the correct room number has been recorded. 客人名字应该在计算机系统中被检查以确保正确的房间号码记录。 If there is any discrepancy, call the guest immediately to clarify. 如果有任何差异，联系客人以立即得到澄清。 If the guest request wake up call for a number of days, record the information to the daily Wake Up Call Record Report respectively and write the information in the logbook 如果客人翌日的叫醒服务，每天分别记录相关信息并在日志本上记录。 Wake Up Call 叫醒电话 The Telephone Operator has to review the Wake Up Call Record Report and Group Rooming list, to program the wake up call requests into the PABX Automatic Wake Up Call System. 电话接线员检查叫醒记录报告和团队房间表，以在自动交换机上制定自动叫醒程序。 The Telephone Operator on night shift checks all programmed requests by referring to the Wake Up Call Record Report and Group Rooming List. 夜班接线员根据相关的叫醒记录报告和团队房间表，检查所有指定的程序 At the PABX system, the activity report of Wake Up Call service is printed continuously, the telephone operator constantly reviews the report to check that the wake up call service is answered. 在自动交换机上，叫醒服务的报告不断的被打印出来，电话接线员不断检查报告以便落实叫醒服务被回答。 Unanswered Wake Up Call 未被回答的叫醒电话 The PABX system will generate a call to the telephone operator through the Automatic Wake Up Call Service System if there is any unanswered wake up call, the telephon