FO-SOP-Operator-13. Handling silent booking分析和总结最新分析和总结.docxVIP

营运标准规章制度 – OPERATIONAL STANDARDS MANUAL 更新日期 UPDATE: 有效对象 VALID FOR: 分发  May 24, 2103 总经理, 前厅部经理, 编号 DEPARTMENT CODE: FO-SOP-Operator -13 DISTRIBUTION: 主题 SUBJECT: 标准： Standard: General Manager, Front Office Manager， 处理保密服务 Handling silent booking 客人在入住本酒店期间可要求提供“保密服务”。 Guests will have the option to have total privacy and be undisturbed during their stay if so requested. 程序： Procedures: “保密服务”指某些客人由于个人原因，不想被其他人知道入住在本酒店。“Silent booking” means that a guest for his/her private reason was to stay incognito and does not want others to know about the stay. 客人提出保密服务要求时,总机员工一定要询问客人姓名，房间号码，通过提供选择询问客人需要何 种保密状态，“好的，我们有两种保密服务，一种是在您居住期间不接听电话，也不接受留言，我们 会告诉来电者您不住在本酒店；另一种是您不方便接听电话，我们可以请来电者留言，请问您选择哪种服务呢？”并且清楚地记录在总机的交班本及保密服务本上。 If a silent booking is requested, the operator must get guest name, room No. By providing options to ask the privacy status, by saying: “certainly, we could offer two kinds of silence service. First , you will not receive any calls and message during your stay, we will tell the caller that we don’t have anyone by that name staying in our Hotel; Second, we will tell the caller that you are not convenient to answer the phone, we will ask the caller to leave message, which choice would you prefer?” Then record on the confidential sheet and Log book. 如果客人只是要求住宿保密，当有来电者询问时，礼貌并有技巧地回答本酒店没有这位客人入住及 其预订. If the guest just request no one know his/her stay, When asked by outside callers, operator will deny knowledge of the guest by saying that we do not have any guest in-house (or a reservation) by that name. By saying: “I’m sorry, we do not have the guest staying in our hotel (or have a reservation) by that name xxx.” 当前台接待员在客人登记入住时得到此要求时必须与客人确认清楚，并 立即通知总机。 At the time of check in, the FDA should verify with the guest if the guest request a silent booking, The Reception must notify operator accordingly 宾客服务中心员工得到通知后须立即为客人在电脑系统中注明。（ 标准为：对要求入住保密的在客 人姓名后以大写字母标注 SILENCE * 同时在电话系统中设置“保密服务”功能 。 ，* ， At this point, GSS GSＡ check that the guest is marked as a Sil