sofitel Club Millesime SOP[全文].doc

STANDARD OPERATION PROCEDURES标准工作程序CLUB MILLESIME索菲特会所CLUB MILLESIMESTANDARD OPERATION PROCEDURESTask No.Description1.Club Millésime Service 索菲特会所服务 2.Telephone skill standards 电话技巧3.Guest location service procedure 客人方位服务4.Confidential service procedure 客人要求保密服务5.Daily courtesy call 礼貌电话6.Handling wake up calls 叫早服务7.Handling message 处理留言8.Greeting and welcome guests 问候，欢迎客人9.Printing arrival report and registration card 打印来宾报告和准备登记卡10.Preparation for arrival 为客人到达做好准备 11.Room inspection 查房 12.Express check in ( in the lounge, in the room) 快速入住服务（在房间或在酒廊）13.A waiting room handle procedure 等候房间处理程序14.Updating guest information 更新客人信息15.Room change procedure 调房程序16.Bucket check 检查登记卡 17.Lost and found procedure 失物招领程序18.Handle incoming & outgoing items 转交物品处理程序19.Emergency back up report 紧急情况报表20.Flight reconfirmation 重新确认机票21.Flight changing 机票更改22.Traveling ticket purchasing 机票/ 火车票 购买23.Limousine booking 订车服务24.Club Millésime meeting book and charge 索菲特会所会议室预定和收费25.Photocopy & incoming/outgoing fax handle 复印和收发传真服务26.Take reservation 办理预定27.Extension procedure 处理延住 28 Check out procedure 结帐程序29 Cash deposit collection procedure 收取现金押金30 Travel agency voucher collection 旅行社入住卷31 Check in with TA room voucher持旅行社入住卷入住 32 How to handle guest complaints 处理客人投诉33 Preparation for breakfast 早餐准备34 Breakfast service 早餐服务35 Preparation for happy hour 为下午茶做准备36 Service for happy hour 下午茶的服务37 Inventory and requisition 盘点和领货38 Breakfast egg dishes 早餐鸡蛋烹制c标准工作程序DEPARTMENT: Club MillésimeJOB TITLE: Guest Service AssociateTASK NO: 01TASK: Club Millésime Service 索菲特会所服务EQUIPMENT REQUIRED:WHAT TO DOHOW TO DOWHYComplimentary breakfast 免费早餐 2. Complimentary happy hour 免费下午茶3. Complimentary pressing of one suit on arrival. Express service at normal charge.入住当天免费熨烫一套衣服。加快洗衣不收加快费4. Local and international newspaper and magazines本地和国际报纸和杂志5.Express check in / check out快速入住和退房服务6. Incoming fax / outgoing faxphoto copy service.传真，复印服务7. Club Millesime meeting room.会议室8. Multi-skilling service多技能Open from 6:30am to 10:30am早06:30-10:30From 17:30pm to 19:30pm.下午17:30-19:30After guest check in , offer this service: “Mr. Tan, would you need press you suit now?” Inform HSKP to pick up suit from Purser , after 45 minutesPurser has to follow up. 入住时，索菲特会所员工提供此项服务 Provide local and internationalnewspaper in the lounge for our guests.在酒廊，提供本地和国际报纸给我们的客人。Purser also delivery newspaper to guest room according guest request.在索菲特会所酒廊提供此项服务，另外，索菲特会所员工也可根据客人要求送至房间阅读Refer to SOP.参照标准工作程序Whenever and whatever guestrequest, although it may not belongs to Club Millésime but other department, we must try to provide the service.只要客人提出要求，即使不属于索菲特会所服务项目，我们也要尽力提供相应服务Consistence service, always follow what you have done to ensure the customer delights.提供持续的服务 We will do more for our customers, we will male customer delight a key drive of our business.为客人多做，使客人喜出望外PREPARED BY: RICHARD LI起草人APPROVED BY: 批准人 POSITION: RDM职位 :SIGNATURE/DATE签字/日期 :POSITION: GM职位:SIGNATURE/DATE签字/日期: SOFITEL NAN SHASTANDARD OPERATION PROCEDURE南沙索菲特酒店标准工作程序DEPARTMENT: Club MillésimeJOB TITLE: Guest Service AssociateTASK NO: 02TASK: Telephone Skill Standards (page 1 of 2) 电话技巧EQUIPMENT REQUIRED:WHAT TO DOHOW TO DOWHY1. Be ready准备2.Greeting and offer assistanceto guest.问候，提供帮助3.Your voice.声音4.Listen attentively 仔细聆听5. Repeat重复6.Never say “ No “ to the guest不要拒绝客人Sit straight and pay attention to caller.Always have pen and action form to take down the notes.身体坐直，重视打电话的客人准备好笔和纸，准备记录Put a smile into your voice.Answer the call within 3 ringsBonjour/Bonsoir, Club Millésime, XX speaking, may I assist you? 声音愉悦，在三声电话铃内接听Speaking and using your natural tone. Speak clearly and use simple language, avoid slang.Speak directly into the mouth piece. Speak normally and in an appropriate pace.Never rush or speak fast.声音自然，语言简单，清晰，避免使用酒店的专业用语。语速适当，不要让客人感到你在赶时间Be patient, do not try to interrupt the caller. Take down notes on action form to follow up.仔细聆听，不要打断对方。记录笔记以便跟进Always repeat the caller request. Mr. Wang, may I repeat for you? You would like to .重复确认客人要求 We should try the best to help our guests.我们应该尽可能帮助客人Let the caller feel our hospitalitythrough the phone. Keep the high standard for caring the image of the Sofitel standard.让客人通过电话感受到我们高标准，真诚的服务Let your voice indicate consistency create an image of friendliness and sincere.声音能够体现你的亲切和真诚It is one of the way to respect our guests.尊重客人To avoid misunderstanding. 避免误解High level of service.高水平服务PREPARED BY: RICHARD LI 起草人 :APPROVED BY: 批准人 :POSITION: RDM职位 :SIGNATURE/DATE签字/日期 :POSITION: GM职位:SIGNATURE/DATE签字/日期: SOFITEL NAN SHASTANDARD OPERATION PROCEDURE南沙索菲特酒店标准工作程序DEPARTMENT: Club MillésimeJOB TITLE: Guest Service AssociateTASK NO: 02TASK: Telephone Skill Standards (page 2 of 2) 电话技巧EQUIPMENT REQUIRED:WHAT TO DOHOW TO DOWHY7.When guest pass by counterPurser was on the phone.客人经过接待台时，员工在接听电话8.Use magic words 使用魔力语言9.Never argue with the caller不要与客人争执10.Hold等候Always keep eye contact and smile to guest even you are on the phone. 对客人微笑并保持目光接触Thank you, please, my pleasure. 谢谢，请，不客气Do not raise your voice.不要抬高音调Inform the caller that you are going to hold the call for a while and explain to caller of reason for putting hold.告知客人你将拔电话转入等待状态等候，并向客人解释原因 Would you please wait, Mr. Tan, Thank you.Come back on the line every 30 seconds, do not hold the call at console over 30 seconds.在30秒内转回电话，不要将电话转入等待状态超过30秒。Respecting the guest always.尊重客人Respecting the caller by use the polite words and guest name.使用礼貌用语，称呼客人姓名Ask permission and acknowledge caller response.Give the caller the impression that you have not forgotten about him.征求客人的同意。PREPARED BY: RICHARD LI 起草人 :APPROVED BY: 批准人 :POSITION: RDM职位 :SIGNATURE/DATE签字/日期 :POSITION: GM职位:SIGNATURE/DATE签字/日期:SOFITEL NAN SHASTANDARD OPERATION PROCEDURE南沙索菲特酒店标准工作程序DEPARTMENT: Club MillésimeJOB TITLE: Guest Service AssociateTASK NO: 02TASK: Telephone Skill Standards (page 2 of 2) 电话技巧EQUIPMENT REQUIRED:WHAT TO DOHOW TO DOWHY11.Transfer the call转接电话12.End of call结束If you have to transfer a call, explain to the caller why he is to be transferred.如果你需要转接电话需要向客人解释为何转接。Mr. Tan, I am transferring your call to the xxx now, one moment please.Be attentive to avoid dial the wrong number.Mr. Tan, I am connecting a call from Mr. XX to your line.Stay on the line until the connection has been made.告诉客人电话将被转接到某个部门避免转错电话，等待电话直到电话被转接。Never forget to say: Thank you for calling to the caller.Always hang the phone after the caller.结束时，感谢客人。客人挂机后，再挂机Announce to receiving party the incoming call for receiver greet the guest.将客人姓名和事由转告给电话转接去的部门Ensure the call has been transfer to the right person or department.Showing our Asia hospitality.Respecting the caller it shows our courtesy.确保电话被转接到正确的部门和人员展现亚洲人的友好，对客人的尊重展示了中国的文化。PREPARED BY: RICHARD LI 起草人 :APPROVED BY: 批准人 :POSITION: RDM职位 :SIGNATURE/DATE签字/日期 :POSITION: GM职位:SIGNATURE/DATE签字/日期:SOFITEL NAN SHASTANDARD OPERATION PROCEDURE南沙索菲特酒店标准工作程序DEPARTMENT: Club Millésime JOB TITLE: Guest Service AssociateTASK NO : 03TASK: Guest Location Service Procedure 客人方位服务 ( 1 of 2 )EQUIPMENT REQUIRED : WHAT TO DOHOW TO DOWHYGreeting the guest when the guest approaches the reception counter.问候客人，当客人走向前台。Check in the computer.查系统Take down guests notice.记下客人信息。Saying: “Bonjour/Bonsoir, Mr./Mrs. XX, may I help you?”问候客人Upon the guest request for location service, politely inquire guest s name and room number and confirm in the computer.客人要求方位服务，友好的询问客人的姓名和房号，并查系统确认客人身份。Politely ask guest for the information as below and key in guest folio at the same time.Guest LocationContact No.Return TimePolitely ask the guest when he/she will return.Repeat the details to the guest.确认客人方位，联系电话，确认客人回来的时间。并再次重复信息。If guest there is no confirmed time when he/she comes back, tell guest by saying: “Mr./Mrs. XX, when you come back, would you please call us to cancel this message?”如客人无法确认回来时间，请客人回来后马上通知取消方位服务Tell guest this message will be passed to his/her friend “Mr./Mrs. XX, we will tell your friend where you are and how to contact you .”告知客人方位留言将会被转告给找他的客人。To create a good impression to the guest.给客人留下良好印象。To ensure the guest is in house guest and room number is correct. Correct guest information can assist us to provide precise service.确保客人是住店客人，正确的信息能帮助我们提供并保证客人提供的房号与系统中一致。To cancel guest location on time. Guarantee our consistent service.友好的询问客人以下信息确认时间及时取消方位服务。确保及时有效的服务。To ensure to get clear and full information. Ensure precise service is provided.重复确认保证清晰完整的信息。并提供准备的服务PREPARED BY: RICHARD LI 起草人 :APPROVED BY: 批准人 :POSITION: RDM职位 :SIGNATURE/DATE签字/日期 :POSITION: GM职位:SIGNATURE/DATE签字/日期: SOFITEL NAN SHASTANDARD OPERATION PROCEDURE南沙索菲特酒店标准工作程序DEPARTMENT: Club Millésime JOB TITLE: Guest Service AssociateTASK NO : 03TASK: Guest Location Service Procedure 客人方位服务 ( 2 of 2 )EQUIPMENT REQUIRED : WHAT TO DOHOW TO DOWHYEnd of talking with guest.结束交谈Call telephone operator.通知总机Cancel the location notice取消方位服务Check if anything else we can do for guest. If no, thank guest to finish the talking with guest.确认是否还能帮客人什么，如果没有感谢客人并结束交谈。Inform telephone operator of the location notice immediately.Politely inquire the operator name马上通知总机上述信息，并获得总机员工姓名。At the designated cancellation time, call guest room to confirm if the guest has returned or not. If yes, cancel the location notice in the computer.If the guest has not returned, keep contacting guest room till guest comes back or get further notice.在预定取消时间，致电客人房间再次确认客人是否已回房间。如客人已回房间，取消方位服务。如未回房间，继续跟进。Note: 注意：Every time, when caller or visitor request checking guest information, retrieve it from Foxhis “Telephone Foxhis”F3 function. Because, this is the only way to retrieve guest locator message.当客人查询信息时，在系统中要使用”F3， 只有此项查询功能可以获得客人的方位留言。 Always remember to do more for guest.为客人多做。Avoid forgetting the notice. Use team work to process consistent service.避免遗忘，使用团队合作完成服务。To ensure operator get clear and full information.马上通知，清楚完整的信息传达Follow up.跟进PREPARED BY: RICHARD LI起草人 :APPROVED BY: 批准人 :POSITION: RDM职位 :SIGNATURE/DATE签字/日期 :POSITION: GM职位:SIGNATURE/DATE签字/日期: SOFITEL NAN SHASTANDARD OPERATION PROCEDURE南沙索菲特酒店标准工作程序DEPARTMENT: Club MillésimeJOB TITLE: Guest Service AssociateTASK NO: 04TASK: Confidential service procedure 客人要求保密服务EQUIPMENT REQUIRED:WHAT TO DOHOW TO DOWHY1.Check in the computer查询2.Note down on action form纪录3