外资酒店前台工作任务分析表4.5 Activate HSISV2 Final Jan 11 R.doc

PROPERTYDEPARTMENTJOB TITLEMAIN TASK NO. / DESCRIPTIONSUB TASK NO. / DESCRIPTIONPage 1 of 2OABFront OfficeCustomer Service Associate Front Desk4. Guest ServicesNot ApplicableSNTASK ELEMENTSTASK STANDARDS/KEY POINTSSKILLS & KNOWLEDGE / TRAINING GUIDELINES4.5Activate High Speed Internet System (HSIS)Ensure that guest is informed and educated of this feature in the apartment PRE-REQUISITES· Use of Comanche· HSIS Rates· Actual log-in/log-out using the Ethernet cablePREPARATION· Sample of Ethernet cable· Sample of tent cardOJT HOURS (40 mins.)Ø Intro 5 mins.Ø Demo 5 mins.Ø Demo w/exp 8 mins.Ø Guided Practice 10 mins.Ø Practice 7 mins.Ø Test 5 mins.STEPS1. Greet guest and offer assistance2. Check guest profile in Fidelio and determine length of stay3. Verify with guest how long he will be needing internet access4. Inform guest of the rate according to his requirement Ø You may say, “Good morning/afternoon/evening Sir/Madam (use guests name if known). May I help you?”Ø Guest will respond that he/she would like to activate the internet access in the apartment. Ø If guests name is not known, verify name and apartment number. You may say, “Sir / Madam, may I have your name and apartment number please?”Ø Press, Ctrl “O” in Fidelio to display all guests; Input room numberØ You may say.” Mr. / Ms. Patron, how long will you be requiring internet access in your apartment?”Ø Daily: $20.00Ø Weekly: $50.00Ø Monthly: $75.00PROPERTYDEPARTMENTJOB TITLEMAIN TASK NO. / DESCRIPTIONSUB TASK NO. / DESCRIPTIONPage1 of 2OABFront OfficeCustomer Service Associate Front Desk4. Guest ServicesNot ApplicableSNTASK ELEMENTSTASK STANDARDS/KEY POINTSSKILLS & KNOWLEDGE / TRAINING GUIDELINESSTEPS5. Activate in the computer and generate receipt6. Request guest to sign the receipt7. Give copy of the receipt to guest8. Give instructions on how to activate from the apartment9. Thank guest and invite future interactionØ Go to Internet Explorer or browser; Select “Client Post paid account; Select appropriate rate to be applied depending on length of requirement; Select room number; Input guest name; Input deactivation date; Select “Next”; Select “Generate account”; Print copy for guestØ Show guest where to signØ Present pen with back of pen facing the guestØ You may say, “You will need to connect your laptop to the Internet cable on the writing desk in the bedroom. You will be automatically redirected to Oakwoods log-in page when you open the web browser. When you get to this page, you will be required to encode your username and password as stated in the slip Ive provided you. To log out, just type 1.1.1.1 in your browser. Instructions will also be available in the tent card attached to the Internet cable.”Ø You may say, “Thank you Mr. / Ms. Patron, please let us know if you require further assistance.”