神马文学网顾客服务中心程序
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STANDARD OPERATION
PROCEDURES
标准工作程序
SERVICE CENTRE
服务中心
FRONT DESK GUEST SERVICE ASSOCIATE
STANDARD OPERATING PROCEDURES
Task No. Description
1. Answering phone calls 接听电话程序
2. Help guest wake-up calls 叫醒服务
3. Handling incoming faxes 接收传真服务
4. Sending outgoing faxes 外发传真
5. Delivery of faxes and messages 递送传真和留言
6. Luggage collection and delivery requests 行李运送服务
7. Handling Room change 调房程序
8. Room reservation 订房程序
9. Provide and delivery in-house guest room items 房间客用品递送
10. Maintenance requests 维修要求
11. Handling lost and found 失物招领程序
12 Handling guest complaints through phone 处理客人电话投诉
13. Flight Reconfirmation 机票的重新确认
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 1
TASK: Answering Phone Calls 接听电话程序
EQUIPMENT REQUIRED: Telephone machine, PC terminal
WHAT TO DO
HOW TO DO
WHY
1. Receiving call
接听电话
2. Ask the guest for the needs
确认客人需求
3. Listen carefully to understand and confirm the guest need
重复确认客人需求
4. Assist the guest by provide the right information
提供给客人正确的信息
5. Put the guest on hold if necessary
客人等候
6. Transfer the guest call if necessary
如果需要，转接电话
7. Asking any other requirement to the guest
提供其它帮助
8. Thank the guest
感谢客人
Saying: “Ni Hao! Service center. XX speaking, Mr./Mrs. XX. May I help you?”
三声振铃接听电话
Listen and do not interrupt while guest is talking
仔细聆听，确认客人需求
Saying: “Mr./Mrs. XX, What you mean is …” e.g.
-If the request easy to handle, answer the guest within 1-2 minutes.
简单的询问，马上回答客人
-If the request cannot be handled within 2 minutes, ask for the contact number and inform you will call back after get the right information.
如果不能马上回复客人，获得客人的联系电话，告知客人马上回复
Saying: “Would you please wait a moment, Mr./Mrs. XX? I am checking the information for you.”
在帮客人查询信息时，询问客人是否愿意等候
Saying: “May I know who is calling… Thank you, Mr./Mrs. XX. I will connect you now. Thank you for calling service center.
如果需要，帮客人转接电话
Saying: “Is there anything else that I can do for you, Mr./Mrs. XX?”
询问客人是否需要其它帮助
Saying: “Thank you for calling, Mr./Mrs. XX. We are pleased to assist you. Have a nice day.”
结束电话时，感谢客人致电
Answering of phone standard
按照标准用语接听电话
Always address the guest by name will show our respect
称呼客人姓名，表示尊重
To avoid mistake made is the way to show our respect to the guest
避免误解
We will do more for the customer in every customer contact
为客人多做
SLIM answering phone standard
集团统一标准
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 2
TASK: Help Guest Wake-up Calls ( Page 1 of 2 )
叫醒服务
EQUIPMENT REQUIRED: Telephone machine, Fidelio Terminal, Wake-up call sheet
WHAT TO DO
HOW TO DO
WHY
Preparation
准备
Answering the call
接听
Listening.
仔细聆听
Repeat
重复
End of the call
结束
Get ready with wake up call sheet and ball pen on the hand.
准备好叫醒登记表，纸，笔
Answer the call within 3 rings by saying:
“Ni Hao, service center, XX speaking, Mr./Mrs. XX, may I help you?”
三声振铃接听电话
Listen attentively and do not interrupt the guest.
仔细聆听，确认客人要求
Speak clearly to the guest for the time required, the guest name and room number which display on the screen of console. “Yes, Mr./Mrs. XX, you wish a wake up call at time for room number. Is it right? And would you like a second wake-up call?
重复确认客人姓名，房号，要求叫醒日期和时间。 并提供二次叫醒服务
Take down the details on the wake up call sheet after confirmed with the guest.
与客人确认后，将所有细节记录在叫醒登记表上
Say, “Thank you for calling, good night.” at the end of the conversation.
结束时，感谢客人致电
Easy for us to record the guest needs immediately.
方便马上纪录
Let the guest know we are listening to him. A way of showing our courtesy and respect.
尊重客人
To avoid making the mistake is one of the way to show we are caring for the guest and we can provide high standard of service.
避免误解
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 2
TASK: Guest Wake-up Calls ( Page 2 of 2 )
叫醒服务
EQUIPMENT REQUIRED: Telephone machine, Fidelio terminal, Wake-up call sheet
WHAT TO DO
HOW TO DO
WHY
Record
记录
Advance and permanent wake up call request.
连续数天叫醒服务
At the end of afternoon shift, pass the morning call sheet to operator night shift.
中班结束后，将纪录的叫醒登记表交给总机
If a guest wishes to have a wake up call for a number of days, record it in the morning call sheet clearly and update it daily.
Make a note on the white board.
在白板上注明客人特殊要求
Report to GSTL to key in guest profile for future action.
如果客人要求连续数天叫醒服务，在叫醒登记单上记录清楚，通知主管输入客人客史资料
For future record.
参考
To enable to check for any change (e.g. Room changes, early departure.} on the actual day of the wake up call.
可以随时检查任何的变化
（如：换房，提前离店等影响提供叫醒服务的因素）
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 3
TASK: Handling of incoming faxes (page 1 of 3)
接收传真服务
EQUIPMENT REQUIRED: Fidelio Terminal
WHAT TO DO
HOW TO DO
WHY
1. Sort out all incoming faxes.
分类整理传真
2. Double check with computer system.
查询系统
3. Record
记录
4. Handing
(Clean out)
清理传真
By checking the sender’s company or fax number printed on the top of the incoming faxes & the pages should be in sequence & complete.
根据传送者的公司名称，传真号码，页数等分类整理接收到的传真
Check the recipient’s name printed on fax should tally with the name in the computer system. If the fax is attention to more than one guest, make photocopy for the rest.
将传真上接收者的姓名与系统中核查确认是否一致
Record the incoming fax in our “in fax record” starting the correct name, the room number, number of pages, date, time received & initial.
在接收传真登记表上登记：
客人姓名，房号，传真页数，日期，时间，收传真和送传真员工姓名
Put the fax in the envelope and write the recipient’s name & room number correctly. The number of pages should be ticked as in-coming faxes on the top right hand corner of the envelope & to state if it’s urgent or not.
将传真放入信封，写上接收者姓名和房号，在信封右上角勾注—接收传真和注明页数，如果传真是急件，也在此标注。
To sort out the different faxes. Very important to the receiver.
将不同的传真分类区分，保证接收者收到正确的传真
Reading carefully before action is taken. This is the way for showing respect to the guest.
仔细阅读确认接收者
To have detail record available for guest checking shows respect to the guest.
详细地记录方便客人查询
If is an urgent fax send the fax up immediately instead of leaving it at the pigeon hole. We will do more for our guest to make their satisfaction.
如果传真是紧急的，马上将传真送至客人房间
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Centre
TASK NO:FD-SC3
TASK: Handling of Incoming Fax (page 2 of 3)
接收传真服务
EQUIPMENT REQUIRED: Fidelio terminal, Telephone, Ticket Service Form
WHAT TO DO
HOW TO DO
WHY
6. Handle non in-house guest fax
处理预抵客人传真
7. Handle check-out guest fax
退房客人传真
8. Handle uncompleted fax
不完整传真
If guest is non in-house yet, write “arrival” and the arrival date of the guest with pencil after checking in the system. For arrival same day, attach it with Registration card. For arrival the day after, keep it in service centre “hold for arrival” folder. Both of above status leave in Fidelio the message of “in fax in FD or service centre”.
当天预抵客人传真送至前台与登记卡附在一起，客人入住时转交。
不是当天预抵客人，传真保存在服务中心，预抵当天交给前台入住时转交客人。
以上两种情况，都需要在系统中留言提醒员工注意客人有传真。
If guest has already checked out or name can’t be found in the system.
Check if we can find guest contact Tel. or Fax No. and follow up. Or Send back the first page and set form to sender to inform about it.
File the fax in service centre for one month.
已退房客人传真第一页和固定的表格发回给发送者通知客人已退房
并将传真保存在服务中心一个月
If fax received is not readable or with missing pages, or if guest has no reservation, we will fax back the first page to the sender with set form stating the situation and keep the fax in service centre for one month.
不完整传真第一页和固定的表格发回给发送者通知传真不完整
并将传真保存在服务中心一个月
All Non in-house guest faxes need to be recorded in the incoming faxes record sheet without indicating the room number for due-in guest, but indicate in the remarks column for due in fax with arrival date.
所有预抵客人的传真需要登记在接收传真登记表上—房号可不填，但需要在备注栏注明为预抵传真和日期
If the fax is put on hold for arrival on a further date, the fax has to be kept in the KIV file with a trace created for follow up. The trace should attention the arrival date with its contents saying, , the number indicates the number of faxes kept in the KIV file.
预抵传真存盘后，应在系统中留Trace提醒客人到达日期的当班员工将传真转给前台，客人入住时转交客人
Fill in the remarks as checked out and send back to sender in incoming fax record sheet.
在接收传真登记表上注明为退房客人传真，已传真回给发送者
Fill in the remarks as uncompleted fax and send back to sender in incoming fax record sheet.
在接收传真登记表上注明为不完整传真，已传真回给发送者
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Centre
TASK NO:FD-SC3
TASK: Handling of Incoming Fax (page 3 of 3)
接收传真服务
EQUIPMENT REQUIRED: Fidelio terminal, Telephone, Ticket Service Form
WHAT TO DO
HOW TO DO
WHY
9. Sending
送传真
10. Faxes for internal departments
内部传真
11. Faxes for reservation department
预定传真
Those incoming faxes are requested been sent out within 20 minutes by page girl/ boy. Urgent fax send out within 10 minutes.
传真要求收到后二十分钟送至客人房间，紧急传真要求十分钟内送到
Faxes will be separated according to the departments concerned
The faces will then be sent to the pigeon holes located in the Executive office.
If urgent fax, inform department secretary to pick up right now.
根据部门将传真分类，然后投放入位于行政办公室的各部门信箱内
如果是紧急传真，马上通知相关部门的秘书来取传真。
The faxes regarding reservation issue, inform reservation department to collect right now in case same day booking during office hours.
在预定部当班期间，如果收到有关预定的传真，马上通知预定部来取，以防是当天的预定
Reservation department will forward their line to the Service Centre after office hours, Service Centre staff should read through the reservation fax in case same day booking or some urgent changes of some existing booking and take concerned action.
Others will pass to reservations the next day.
预定部下班后，会将预定部传真线路转到服务中心，收到有关预定的传真仔细阅读，确保当天的预定或现有预定的紧急修改会马上采取相应的行动，其它传真在次日转交预定部，并告知对某些传真所采取的行动
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
Date : ______________________________
Attention : ______________________________
Recipient’s Fax No. : ______________________________
From : Service Center, Traders Hotel, Changzhou.
Sender’s Fax No. :
We have received a total of ______ pages of your facsimile for __________________ (Name) at __________________ (your time) on __________________ (date).
We wish to inform you that:
ÿ The said guest has checked out prior to your incoming fax.
ÿ The said guest has cancelled his/her reservation.
ÿ The said guest did not turn up at the hotel to meet his/her reservation.
ÿ The said guest is neither an in-house guest nor holding any future reservations.
ÿ The name of the guest in question is unclear. Kindly furnish full name or room number of the guest, if available.
ÿ The fax message(s) is / are unclear / garbled. Please resend.
ÿ The fax message(s) is / are incomplete. We have only received ______ pages.
ÿ Others: ________________________________________________________
Thank you for your attention.
Yours Sincerely,
Name: _________________________________
Designation: ____________________________
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 4
TASK: Sending of outgoing faxes ( Page 1 of 2 )
外发传真
EQUIPMENT REQUIRED: Fidelio Terminal, Fax machine
WHAT TO DO
HOW TO DO
WHY
1. When the business center close, service center will take responsible on sending fax for guest.
商务中心下班后，由服务中心负责外发传真
2. Send out fax for in-house guests.
帮助住店客人外发传真
When the guest reach to the counter, GSA-reception accept it and send fax through service center fax machine.
客人要求外发传真时，由服务中心员工负责此项工作
When the business center is closed any requirement from the guests for send out faxes will be done by the service center.
商务中心下班后，服务中心承担外发传真的工作
-Make sure that country code & area code is provided with the correct fax number. 确认国家和地区代码正确性
-Place the document face down & slot in correctly. 正确放置传真原件在传真机上
-Dial the number. 拨号
-Press “start”.按开始键
-Wait for transmission. 等候传送
-A successful transmission is indicated on the transmission slip. Point out after all pages have been transmitted. 传真成功报告
-Check that the number of pages and sent correspond to the number of printed on the transmission slip. 核对发送总页数
-Record the transmission in the “outgoing fax record” 登记
-If there are difficulties transmitting the fax for the first time, try again. 如果发送失败，再次尝试
Show our flexible service, and deliver more convenient service to guest.
灵活服务，方便客人
We will be consistent in our delivery of service.
提供持续有效服务
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 4
TASK: Sending of outgoing faxes ( Page 2 of 2 )
外发传真
EQUIPMENT REQUIRED: Fidelio terminal, Fax machine
WHAT TO DO
HOW TO DO
WHY
3. Send back the fax to the guest room.
传真原件送回客人房间
5. Sign bill
签单
Put the outgoing faxes with the transmission report into the envelope, send back to the guest room by page girl/ boy or concierge staff.
将传真原件和成功发送报告放入信封后，送回给客人
Ask FD cashier to fill in miscellaneous voucher after calculating the total charges of sending fax and ask guest to sign on the bill. The bill was posted to guest room right now by FD cashier.
要求前台员工填写杂项单，注明客人姓名，房号，传真号码，页数，总费用，要求客人签单后，马上将帐项入客人房间
Before guest coming back room, ask if he wants us to send back to the room after completing sending fax or keep for guest collecting. If guest wants to collect by himself afterwards, ask guest to sign the bill first.
在客人离开前，确认客人希望发送完成后将传真送回房间，还是客人自己随后来取。
如果客人表示随后来取，先要求客人签单
To protect hotel profits.
保障酒店利益
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 5
TASK: Delivery of faxes and messages
递送传真和留言 ( Page 1 of 2)
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
1. Prepare.
准备
2. Collect the faxes and messages
取传真和留言
3. Double check.
确认
4. Delivery the faxes and messages.
递送
5. Check the room number against the envelope.
核对房号
6. Deliver envelope to the room.
递送到客人房间
GSA-service center sort out all the faxes and messages according to floors..
服务中心员工根据楼层顺序将传真和留言整理好
Concierge staff collect the faxes and messages from the service centre.
礼宾部员工从服务中心取要送的传真和留言
Concierge SA check the name and the room number written on the faxes or messages against the Fidelio system once again before leaving the service center. Then, initial in the column (delivered by) of delivery record form.
礼宾部员工在系统中根据传真或留言信封上的客人姓名和房号再次核查是否一致, 并在传真和留言递送报表上签字
Take the guest lift to reach the rooms.
乘坐客梯到达楼层
Upon reaching the rooms, look carefully at the room number on the door and the room number written on the envelope.
到达房间后，再次确认房号与信封上的房号一致
Press the door bell and wait outside for 5 seconds three times by saying: “Service Center, may I come in?”
If the guest is in room, pass envelope to the guest directly.
If there is no answer, slot the envelope under the door. If the HSKP room attendant is present, place on message stand in the room.
To ensure that no error has been made when writing on the envelope. One way for showing our respect to the guest.
确保服务中心员工信封上信息书写的准确性
To provide fast service.
提供有效率的服务
Ensure that they are similar.
确保房号相同
To be courtesy and be care of the guest important information.
礼貌，并且重视给客人重要信息
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 5
TASK: Delivery of faxes and messages
递送传真和留言 ( Page 2 of 2)
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
7. Record.
记录
8. After delivered
递送后
8 Recovery
补救
Slot under the door if the DND sign is displayed on the door.
If envelope can’t be slotted under the door, use the master key open the door by saying “ Service Center, may I come in” , enter the room and place in the Message Hold Stand and leave the room immediately.
按照要求按客人门铃和报出部门
如果客人在房间，直接交给客人
如果没人应答，将信封从门底塞入，如果有客房部员工在房间，将信封放在书桌的留言架上
如果信封无法从门底塞入，使用万能钥匙进入房间，将信封放在留言架上后，马上离开房间
Record the room numbers where you have sent the envelopes to on the messenger slip and indicate what articles you have sent. Abbreviations for the articles sent to rooms are as stated below:
F: fax, L: letter, E: Envelope,
DHL: packages, FRC: flight reconfirmation
OT: others
在Page girl/boy递送单上记录所有递送过物品的房号，并在房号后注明递送物品的缩写用以备查
Once all the faxes and messages have been delivered, return to the Service Centre and record in the Delivery Record Form the time you arrive back.
送递后，回到服务中心，再送递报表上记录返回的时间
Should the room number in the messenger slip not tally with the incoming fax record, immediately go to the room with the assistance of the Service Manager to retrieve the wrongly slotted message or fax. Then slot the envelope according to the correct room.
如果礼宾部员工递送单上所记录的房号和服务中心的记录不相符，马上协同服务经理到送错物品的客人房间核查并及时改正。
To keep the detail record for future check is the way show our care to the guest.
详细的记录，方便今后的查询
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL,CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 6
TASK: Luggage collection/Delivery requests ( Page 1 of 2)
下行李，运送行李服务
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
When a call comes in to the service center with regards to luggage, the following has to asked:
收到行李服务电话后，确认以下问题
Luggage collection 下行李服务
1. Greeting the guests.
问候
2. Ask the guest how many pieces are to be picked up.
确认
3. Repeat.
重复
4. Ensure.
承诺
5. Ending
结束
6. Inform concierge
通知
Pick up the phone within 3 rings with smile by saying: “Ni Hao, service center, XX speaking, Mr./Mrs. XX, may I help you?”
三声振铃接听电话，问候客人
Saying: “How many pieces of luggage do you have, Mr./Mrs. XX?”
确认下行李件数
Repeat the requirement
-Pieces of luggage
-Guest room number ( It display on the telephone )
Say, “, Mr./Mrs. XX, you have 3 pieces of luggage in room 628.”
重复确认：客人姓名，房号，件数
Inform the guest that you will send a bellboy as soon as possible by saying: “ I will have our bellboy up right away. Mr./Mrs. XX.”
承诺客人行李员会尽快到达房间取行李。
Before you hang up the call greet the guest by saying: “Have a pleasant day and thank you for calling.”
结束时，感谢客人致电
Inform concierge to pick up luggage. Make sure pass the correct number of luggage and room number.
通知礼宾部下行李，确保正确的房号和行李件数转达给礼宾部
Get the detail information to avoid the mistake is the way show our respect and sincerity to the guest.
得到确切信息
Good communication.
良好的沟通
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 6
TASK: Luggage collection / Delivery request ( Page 2 of 2 )
下行李，运送行李服务
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
Luggage delivery
运送行李服务
1. Greeting the guest.
问候
2. Ask the guest how many pieces are to be sent up.
确认
3. Ask the guest to describe the luggage to you.
行李的描述
4. Inquirer if the guest has any luggage tag and what is the serial number if he has it.
询问是否有行李牌
5. Apologize for the delay of his/her luggage.
致歉
6. Follow luggage delivery.
跟进
Pick up the phone within 3 rings with smile by saying: “Ni Hao, service center, XX speaking, Mr./ Mrs. XX, may I help you?”
三声振铃接听电话，问候客人
Saying: “How many pieces of luggage do you have, Mr./Mrs. XX?”
确认客人行李件数
Saying: “How does your luggage look like and what color is it?”
要求客人描述行李 （颜色，外形等）
Saying: “Did you receive any luggage tag upon check in?”
-If he has a luggage tag, obtain the serial number by saying: “ Could you please tell me the serial number?”
询问客人是否有行李牌，如果有，确认行李牌号码
Saying: “I’m sorry for the delay of your luggage delivery.”
向客人对行李运送的延误表示道歉
Saying: “I will check it right now, and ensure bell man send it to your room immediately. I will call you back after 5 minutes for double confirm.” Check with concierge to monitor the luggage delivery.
承诺客人马上会查询，并尽快将行李送到房间
通知礼宾部查找并运送客人行李，将所知的行李信息告知礼宾部并记录礼宾部员工姓名
五分钟后，致电客人房间确认事情的是否解决
Get the detail information to avoid the mistake is the way show our respect and sincerity to the guest.
得到确切信息
Get the detail information to avoid the mistake is the way show our respect and sincerity to the guest.
得到确认信息
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 7
TASK: Handling of room change ( Page 1 of 4 )
换房程序
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
Guest requested for a room change a day before. The room has been pre assigned.’
客人提前一天要求换房，新的房间已被安排好
1. Assist the guest room change by phone call.
客人打电话要求换房
2. Handling the room not ready situation.
房间没有准备好
Guest calls up to inquirer about his room change or we initially call up to guest on determined time.
客人打电话要求换房，或我们致电客人确认换房方便的时间
If the guest phone you early than the determined time, ask the guest to hold on and you will check on his room change by saying: “One moment, Mr./Mrs. XX, please let me check on your new room…” or “Mr./Mrs. XX, we are noted that you will change a new room today. Could you please let us know what is your convenience time today?” If the guest applies another time, do it according to the guest.
客人打电话时，首先确认房态是否干净
Check the status of the room that has been assigned. If it’s dirty, inform the guest and tell him that we will contact him or her once the room is clean, monitor and check with housekeeping.
Saying: “Sorry, Mr./Mrs. XX, the room you asked for change is not ready yet. Could I arrange housekeeping clean that room immediately? It needs about one hour. When the room is ready, I will call you back at once.”
如果房间还没有打扫好，告知客人一旦房间打扫好后，马上会联系客人
与客房部协调尽快打扫房间
.
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC7
TASK: Handling of room change ( Page 2 of 4 )
换房程序
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
3. Monitor room change.
换房
4. Update the system.
更新系统
5. Raise Room/Rate change form.
填写换房单
6. Inform relevant department.
通知相关部门
7. Registration card change
更换登记卡
When the room is clean, inform guest immediately by saying: “Mr./Mrs. XX, this is Scott, your room 620 is ready. Would you like to change?” Then inform the SA-concierge the room change. Obtain the key from reception and give it to the SA-concierge or SA-reception can bring the key (with the trolley, if need) up to the guest’s room, change the room for the guest.
房间打扫干净后，马上联系客人是否希望马上换房，随后通知礼宾部从前台获得钥匙后，到客人房间帮助换房
To immediately change the room in the Fidelio system.
在系统中换房
Raise a room change form and fill up the particulars of the guest with the reason for the room change. ( The guest will be advised if room rate was changed)
根据换房单明细填写，如果房价有变化，提前征求客人意见
Four departments have to be informed of the room change.
-Operator
-Housekeeping
-Laundry
- Room Service
通知总机，客房部，洗衣房，送餐部
FD SA was informed to change new room No. on registration card and place in the right place in the bucket.
通知前台根据新的房号更换登记卡的存放
Clear action taken is more important.
快速的行动非常重要
Remind concierge staff collect back the old room key and returned to front desk.
提醒礼宾部员工收回原来房间的钥匙交还前台
To keep the accurate record in the system.
在系统中保证最新的信息
Share the information to the department concerned to avoid the mistake on the work shows sincerity.
信息共享，提供持续的优质服务
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC7
TASK: Handling of room change ( Page 3 of 4 )
换房程序
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
Guest was just checked in and does not like the room, guest calls up to change room immediately.
客人刚入住，对房间不满意，要求换房
1. Guest calls up to inform us that he does not like the room that has been given to him.
客人打电话要求换房
2. Search for another room.
查找新的房间
3. Room move and update system.
换房，系统更新
4. Call back
回复客人
Apologize to the guest and ask him what type of room he would like to have. Saying: “Mr./Mrs. XX, I’m sorry that you don’t like this room. May I know what kind of room do you like?”
向客人表示歉意，并确认客人喜好的房间种类
Try to find a room in the computer quickly and answer you will change to the guest. If under a high occupancy, inform the guest that you will call him back within 3 minutes.
Saying: “Can you hold the line please, I check for the room.”
“Mr./Mrs. XX, we are running high occupancy, can I call you back within 3 minutes after I find another room.”
Search for the particular room type which he requires.
在系统中根据客人要求查找新的房间
Once the room is located, immediately change the room in the computer, SA-reception makes sure the prior with vacant dirty status.
找到新的房间后，在系统中马上换房，确定将原来的房间状态改为空房/脏房
Call back to the guest to inform him of the room that you are going to change for him. Saying: “Mr./Mrs. XX, I have a Room 1018 on the same category “
通知客人新的房间号码，并告知马上有员工去客人房间去协助换房
Keep the guest informed what you done
使客人清楚事情的进程
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 7
TASK: Handling of room change ( Page 4 of 4 )
换房程序
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
5. Change room and confirm satisfaction.
换房，确认满意度
6. Update history.
更新客史
7. Inform relevant department.
通知相关部门
Registration card change
更换登记卡
Go up with the new room key to the guest prior room (or SA-concierge), assist guest’s room move. After moving, Saying: “Mr./Mrs. XX, sorry for the inconvenience. My name is Scott, should you have any problems, please contact me at extension 3.
通知礼宾部从前台获得钥匙后，到客人房间帮助换房, 随后致电客人确认满意度
SA-service center key in guest preference in the guest profile/remarks.
将客人喜好输入客史资料
Four departments have to be informed of the room change by phone:
-Operator
-Housekeeping
-Laundry
- Room Service
通知总机，客房部，洗衣房，送餐部
FD SA was informed to change new room No. on registration card and place in the right place in the bucket.
通知前台根据新的房号更换登记卡的存放
To make sure deliver the consistent service next time and all the time.
确保在今后满足客人要求
Share the information to the department concerned to avoid the mistake on the work shows sincerity.
信息共享，提供持续的优质服务
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 8
TASK: Room reservation ( Page 1 of 3 ) 订房程序
EQUIPMENT REQUIRED: Fidelio terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
Greet the guest.
问候客人
Obtain the information for the guest.
从客人处获取信息
Check room availability.
检查房间的可用情况。
a. If room is available.
如果有房
Pick up the phone within 3 rings with smile by saying: “Ni Hao, Front Desk, this is Scott, Mr./Mrs. XX, may I help you?”
三声电话铃声内，接起电话时使用电话标准语。
Take down following information on the reservation form: Guest name, arrive date, departure date, room type, company name. By saying:
“May I have the guest name, Please?”
“Which kind of room type do you prefer?”
“What are the arrival and departure dates, please?”
“May I have the company name and contact number?”
记下相关信息：客人姓名，到达离店时间， 房间类型，公司名称等。
Check room availability in computer.
在系统中检查房间的可用情况。
-If room is available
1. Pick up the company profile in computer to see if there is corporate rate to guest.
在系统中查寻是否有此公司合同价格。
2. If there is no corporate contract, check the guest profile to check previous room type and room rate.
如果没有公司合同价格，查询客史纪录，获得上次入住的房价和房型。
3. If situation is none of above ones, value guest rate or courtesy rate (10% discount) will be applied to the guest.
Upsell at all time.
如果以上情况不存在，首先提供满价或10%的折扣。 时刻记住促销。
Let the guest feel our hospitality through the phone.
使客人通过电话感受到我们的殷勤好客。
Get the detail information from the guest and let him feel that we are able to help him in sincere and maintain consistence of SLI standard.
尽可能获取详尽的信息。
Ensure room is available in guest reservation period to present our sincere caring for guest request.
确保有房。
Provide precise and consistent service.
提供准确持续的服务。
Maxim the hotel revenue.
最大化酒店的收入。
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 8
TASK: Room reservation ( Page 2 of 3 ) 订房程序
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
Check special request.
确认特殊要求。
Collect other necessary information.
获得其它信息。
Repeat details
重复信息
Finish reservation taking down.
完成预定的纪录。
Key in computer.
输入计算机。
Prepare confirmation letter/fax.
准备确认信。
Same day reservation
当天预定
Check if guest have any special request, take down carefully.
Airport pick up, guest likes and dislikes, key in the system.
确认特殊要求，并记录下。
Collect following necessary information:
Bill instruction, contacting person, contact number, obtain Golden Circle number if guest is GC member.
获得其它信息：账目指示；联系人和联系方式。如果客人是金环会员，获得卡号。
Repeat reservation details to guest.
重复预定信息。
Thank for guest calling and choosing Traders Fudu hotel Changzhou.
感谢客人选择常州富都商贸饭店。
Input all details in computer immediately or key in all details when GSA talking with guest.
立刻输入计算机或在与客人交谈中输入计算机。
If guest need confirmation, prepare confirmation fax or letter carefully. Check if all details are correct before sending out.
如果客人要求，准备确认信，并在发出前仔细检查。
Key in the system, inform room controller block the room, inform room service to deliver amenities to room, prepare check in booklet and key for arrival.
预定输入系统后，马上通知room controller安排房间，通知送餐部送欢迎品。
Anticipate guest request.
预见客人需求。
For record and tracing purpose.
用来记录和跟进。
Ensure all details are correct to present our sincere and precise service.
确认信息准确性。
Present our courtesy and genuine service.
表现出我们的礼貌和真诚的服务
Concise and convenience for internal customer and save cost. As the phone call is over, the reservation is completed.
方便员工并节约成本。
Meet guest request and ensure precise service.
满足客人需求。
Well preparation will provide our excellent service.
好的准备工作是我们提供优质服务的前提
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 8
TASK: Room reservation ( Page 3 of 3 ) 订房程序
EQUIPMENT REQUIRED: Fidelio terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
b. If room is not available.
如果没有客人所需房间。
Follow up.
跟进
Appreciate guest.
感谢客人。
If room is not available, recommend other room type or date to see if guest would accept.
If guest insist on the requested room type and date, put guest on waiting list. Take down following information on waiting list-arriving date, departure date, guest name, contacting number, room type and company name.
如果没有客人所需房间， 建议其它房间类型或其它日期。如果客人不接受，将客人放入等候名单。在等候名单上记下以下信息：客人姓名，入住离店日期，房型，公司名称，联系方式等。
If room is available, inform guest according to the waiting list. If room is still not available, go to next step of procedure.
If guest refuse above two suggestions, recommend other hotel to guest or ask GSM-reception or DM to handle it.
如果有房间，根据等候名单通知客人，如果仍没房间，进行下一步骤。
如果客人拒绝以上建议，为客人推荐其它酒店或通知服务经理处理。
Appreciate guest calling and hop guest to come back next time.
Saying: “Thank you for calling Traders Fudu Hotel, Changzhou, Mr./Mrs. XX, we hope meet you in near future.”
感谢客人，并希望再次光临酒店。
Never say “No” service.
不要对客人说不.
Try the best to meet guest request and maxim hotel revenue.
尽可能满足客人需求和增加酒店收入。
Do more for the guest.
为客人着想。
Courtesy service.
礼貌的服务。
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 9
TASK: Provide and Deliver In-house Guest Room Items
房间客用品递送
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
1. Service center provides extra items available on loan to in-house guest on request.
服务中心提供客用品递送
2. When a guest needs extra items on loan.
客人提出要求
3. remove the items
物品收回
4. Items replacement
物品补充
All GSA know the list of items and when there are served:
* Pillows and blankets
* Towels and bathrobe
* Iron and board
* Mineral water and etc.
* Extension board
* Adapter and transformer
* Bath room amenities
项目包括：枕头，毛毯，毛巾，浴巾，熨斗和熨衣板，接线板，变压器，矿泉水，浴室用品等
GSA- service center to make sure:
* Obtain room number, items require correctly
* GSA-service center to send the items without delay
* Ensure the items are in working order, clean and in good condition.
* Fill in the “Article on loan record book” if need.
Guest name, room number, description of item, issue by, date/when the guest asks the item, received date, check out date.
获知客人房号，要求物品，在确保物品正常工作的前提下，尽快送到客人房间
如果需要收回的物品，填写租借物品单 – 客人姓名，房号，物品，发放人，日期等
If requested by the guest or after guest checked out, GSA-service center inform page girl/boy bring it down, to the service center.
需要收回的物品，客人使用完后或退房后，将物品收回。
GSTL will conduct the inventory at the end of every week. An inventory is carried out every week to enable us to bring the items back to par.
每周盘点，补充足够使用的物品
To ensure guests enjoy maximum comfort for the duration of their stay.
To ensure “small items” requests are under express service.
为客人提供方便
Follow up is necessary to eliminate discrepancies in the inventory.
良好的跟进减少损失
To make sure we have enough item to run.
确保运作的正常进行
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL,CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 10
TASK: Maintenance requests 维修要求 ( Page 1 of 2 )
EQUIPMENT REQUIRED: Fidelio terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
1. Receive guest call asking for maintenance request.
接到维修要求
2. Ask for guest needs.
确认客人需求
3. Apologize to the guest and call engineering immediately.
致歉，通知工程部
4. Follow-up call.
跟进电话
Saying: “Ni Hao, service center, XX speaking, Mr./Mrs. XX, may I help you?”
接听电话，问候客人
Listen carefully and take notes in the logbook:
-Date & time reported
-Room number / location
-Type of maintenance
-Time taken
-Completed by
-Remarks
仔细聆听，确认细节记录登记在登记表上：保修日期和时间，房号和保修位置，维修种类。 （维修结束后，将其它项目填全：维修完成时间，完成人员等）
Saying: “Sorry for that inconvenience to you, I will immediately ask engineering come to your room and fix it.” (e.g.)
Remember:
-Call engineering immediate
-Convey location and message
-Write the receiver’s names in the logbook
向客人表示歉意，马上通知工程部维修，告知细节，获知工程部员工姓名
Ten minutes later, call to engineering is required. Make sure the job is on process. If the job is done, call the guest whether he/she is satisfied with the maintenance, apologize to the guest again and ask the guest if need any help. Say: “Mr. XX, is the engineering fixing it now? Are you satisfied with the work?”
十分钟后，确认工程部工作进度。如果工作完成，打电话确认客人满意度，再次对客人造成的不便表示歉意
Get detail to avoid any miscommunication
to recover any problems is to show our helpfulness.
确认细节，避免错误发生。
Make sure “follow-up” is our delight the customer and show our sincerity.
确保维修工作尽快完成
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 10
TASK: Maintenance requests 维修要求( Page 2 of 2 )
EQUIPMENT REQUIRED: Fidelio terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
5. Room-changing the guest.
为客人换房
If the defect is serious or may takes long time. Ask guest by saying: “Mr./Mrs. XX, we’re sorry. Our engineering may take long time to fix it. Could I suggest you to change to another room in your convenient time?”
如果维修所需时间比较长，建议客人调换房间
Look for a flexible way to solve the problem.
灵活解决问题
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 11
TASK: Handling Lost and Found (Page 1 of 2)失物招领
EQUIPMENT REQUIRED: Fidelio terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
Guest requires on lost items.
客人查询有关丢失物品
Record down lost item details.
记录细节。
Check Lost & Found.
查询失物。
Handling items if found.
如果失物找到的处理程序。
Saying: “Ni Hao, service centre,
XX speaking, Mr./Mrs. XX, may I help you?”
接听电话，问候客人
Listen carefully and note down details.
认真听并记下细节。
a. From in-house guest.
-Room number
-When did the guest lost it
-Location of item
-Description of the item
住店客人：
房号；丢失的时间；物品的位置；物品的描述。
b. Check-out guest.
-When did the guest c/o
-Room number
-Location of the item
-Description of the item
-Guest address, contact number
已离店客人：
退房的时间；房号；丢失的时间；物品的位置；物品的描述。
Call housekeeping check the items, valuable item check with SM.
致电客房部查询失物, 贵重物品查询服务经理。
a. For in-house guest.
住店客人：
-Check with the description given by guest before giving the item to the guest in order to confirm the item belongs to the right guest.
-Fill up the L&F logbook to get guest signature and copy ID card.
与客人再次确认失物的详细描述，确保物归原主；请客人在失物招领单上签字并复印客人身份证。
b. For outside guest.
-If guest will come back to get item personally, take down the case, item description and guest information in logbook. And inform Front Desk.
已结帐客人：
如果客人亲自回来取失物，在前台的交班本上记录下此事件，物品的描述，客人的信息。 并通知前台。
Being more careful is a way to show our sincerity to the guest.
认真仔细是我们对客人表示真诚的一种方式。
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate / Service center
TASK NO:FD-SC 11
TASK: Handling Lost & Found ( Page 2 of 2 )失物招领
EQUIPMENT REQUIRED: Fidelio terminal
WHAT TO DO
HOW TO DO
WHY
Not found items
失物未找到。
Register in the record.
登记备案。
-If guest will ask the third party to take, tell guest own written authorization letter is needed which should include:
*Guest name/ID or passport No.
*Person who is authorized name/ID or passport No.
*Guest authorization statement
*Guest signature
The guest should fax the authorization form to the hotel and the third party need claim the Lost & Found item with ID card.
如果客人让其它人代领，应要求客人亲自写一份授权书，内容包括：客人姓名；证件号码；被授权人的姓名和证件号码；授权细节声明，客人签名。
授权传真提前发至酒店；被授权人应带身份证前往领取失物。
-If guest would like to ask us to mail the item to him/her, confirm with guest that the valuable itme, e.g. cash, credit card, jewelry can be mailed in case losing on the way. the mail fee should be charged to guest. Kindly ask guest fax us, indicate he/she will like to take the charges of mail fee, briefly write the lost item and mail address for our future filing.
-Fill up the L&F logbook
如果要求酒店将物品寄回, 首先告知客人贵重物品不可邮寄，以防在途中丢失。 邮寄费应由客人承担。 要求客人发授权邮寄传真给酒店，简单说明对失物的描述，邮寄地址，承担邮费，签名等。
填写失物招领单。
Apologize to the guest and refer to GSM-DM to follow up by saying: “Sorry, Mr./Mrs. XX, we can not find the item, we will report to GSM-DM to follow up and call you back. Thank you for calling.”
向客人道歉，并向客人说明，“
我们会将此事汇报给值班经理继续跟进此事， 一旦找到失物，会立即与您联系。“
Take donw guest details: e.g. name,address, telephone No.
记录客人详细的资料：姓名，地址，电话。
Raise Lost & Found form and fill all details.
填写一份详细的失物招领表。
Being more consider of the guest feelings of lost items.
体会客人丢失物品的感受。
In case L&F item found afterwards.
以备稍后失物被找到。
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 12
TASK: Handling guest complaints by telephone
( Page 1 of 2 ) 处理客人电话投诉
EQUIPMENT REQUIRED: Fidelio terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
1. Hear them out.
倾听
2. Thank guest to bring the complain to us.
感谢客人
3. Take action.
行动
4. Inform relevant departments.
通知相关部门
Pick up the phone with 3 rings by saying: “Ni Hao, service center, XX speaking, Mr./Mrs. XX, may I help you?”
-Hear them out
-Empathize-show sincere understanding for the problem
-Apologize, take the responsibility and prompt try as far as possible to handle the situation yourself.
Say, “Yes. Mr. XX, I’m sorry to hear that, I understand the situation now. Please let me handle it and I’ll try to ring you back within 5 minutes for feed back.”
三声振铃内接听电话，问候客人
仔细聆听，表示身同感受，表示歉意，承担责任，迅速行动
Saying: “Mr./Mrs. XX, thank you for bring this comment to us. We’ll follow up right now.
感谢客人将问题提出，表示尽快解决
Take action by :
-Inform guest what will be done.
-Ensure that the problem will be taken care at once.
-If any unforeseen delay, inform guest immediately
-Ensure that you will keep guest informed.
Saying: “I am sorry to hear that Mr./Mrs. XX,. My colleague will come to solve the problem immediately.”
“ Mr./Mrs. XX, I am afraid that engineering colleague might be late for 5 minutes. Please wait for a while. Thank you.”
告知客人我们将会做什么来解决问题，随时告诉客人事情的进程，如果有任何无法预料的情况发生，及时通知客人
-Give appropriate information to relevant department as detail as possible
-Contact department afterwards to be followed
将详细的信息通知相关部门，确定相关部门有相应的跟进行动
According to the service plus, we should show our courtesy.
表现我们对客人的关注
Enable decision-making to take place at the customer contact point.
在同客人接触的时刻作出实时的决定
Be sincere and direct point to the problem.
表现真诚
Team work
团队合作
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 12
TASK: Handling guest complaints by telephone
( Page 2 of 2 ) 处理客人电话投诉
EQUIPMENT REQUIRED: Fidelio terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
5. Keep guest informed what you have done
通知客人
6. Confirm satisfaction.
确认满意度
7. Record incident in the
logbook.
纪录
Say, “Mr./Mrs. XX, I’ve informed my colleague within 5 minutes. Please just wait for a little while. Thank you.”
随时告知客人所采取的行动
-Inform guest about action taken and results.
-Ensure that guest is satisfied with the outcome.
Saying: “Mr./Mrs. XX, did our engineering colleague come and solve the problem?”
“Are you satisfied with the result?”
“Is there anything else we can do for you?”
“Thank you and have a pleasant stay!”
告知客人采取的行动和解决的结果
确认客人对结果是否满意
-Record guest comments in the history.
-If necessary, prepare apology letter (By SM) with amenities to be delivered to guest room within 30 minutes. (If it is late in the evening, it will be delivered to guest room on following morning no late than 10:00am)
-Write down the case in the logbook with date, time, who involved, what’s the result
在交班本上作详细记录，输入客史资料，如果必要，通知服务经理此事，并准备道歉信和致歉物品送到客人房间 （如果时间太晚，次日再送）
Show you care to our customer.
表现对客人的关注
Be more concern and do the best recovery can delight the guest.
Be consistent in our delivery of warm and natural service.
良好的补救行为能够改善客人的印象
For future record.
今后备查
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate
TASK NO:FD-SC 13
TASK: Flight Ticket Reconfirmation 机票重新确认
EQUIPMENT REQUIRED: Fidelio terminal, Telephone, Ticket Service Form
WHAT TO DO
HOW TO DO
WHY
1. Greeting guest.
问候
2. Obtain the request.
获知要求
3. Record down
记录
4. Repeat
重复
5. Reconfirm the ticket with airlines office.
确认机票。
6. Reply the guest.
回复客人
Pick up phone within 3 rings by saying: “Ni Hao, Service Center, XX speaking. May I help you?”
三声振铃内接听电话，问候客人
Obtain the following information from the guest.
* Guest name
* Room number
* Flight number
* Destination
* Departure Date and Time
* Class
* Ticket number
By saying: “May I have your full name?”
“May I have you flight number?”…
获得信息：客人姓名和房号；航班号码；目的地；日期时间；客舱等级；票号等。
Record down all the above information on the Service Center Flight Reconfirmation Book.
在服务中心机票重新确认登记本上登记以上所有细节
Make sure repeat the details to the guest.
与客人重复信息。
Make a phone call to the airlines office for reconfirmation. Ensure offering all information to airline office clerk and obtain the reconfirmation coded and the clerk’s name. Record them down on the Service Center Flight Reconfirmation Book.
与航空公司联系，将所有细节告知，并获得确认号和航空公司员工姓名。
Leave a message to inform the guest that his/her ticket has been reconfirmed. The message is:
“Dear Mr./Mrs. XX, Your air-ticket has been reconfirmed, the reconfirmation number is XX. Thank you and have a nice day. GSTL-Scott.”
留言或打电话通知客人机票已确认好。
For future tracing. Avoid making mistake is to show our sincerity to the guest.
今后备查
Avoid making mistake is to show our sincerity to the guest.
避免出错。
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
PROCEDURES
标准工作程序
SERVICE CENTRE
服务中心
FRONT DESK GUEST SERVICE ASSOCIATE
STANDARD OPERATING PROCEDURES
Task No. Description
1. Answering phone calls 接听电话程序
2. Help guest wake-up calls 叫醒服务
3. Handling incoming faxes 接收传真服务
4. Sending outgoing faxes 外发传真
5. Delivery of faxes and messages 递送传真和留言
6. Luggage collection and delivery requests 行李运送服务
7. Handling Room change 调房程序
8. Room reservation 订房程序
9. Provide and delivery in-house guest room items 房间客用品递送
10. Maintenance requests 维修要求
11. Handling lost and found 失物招领程序
12 Handling guest complaints through phone 处理客人电话投诉
13. Flight Reconfirmation 机票的重新确认
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 1
TASK: Answering Phone Calls 接听电话程序
EQUIPMENT REQUIRED: Telephone machine, PC terminal
WHAT TO DO
HOW TO DO
WHY
1. Receiving call
接听电话
2. Ask the guest for the needs
确认客人需求
3. Listen carefully to understand and confirm the guest need
重复确认客人需求
4. Assist the guest by provide the right information
提供给客人正确的信息
5. Put the guest on hold if necessary
客人等候
6. Transfer the guest call if necessary
如果需要，转接电话
7. Asking any other requirement to the guest
提供其它帮助
8. Thank the guest
感谢客人
Saying: “Ni Hao! Service center. XX speaking, Mr./Mrs. XX. May I help you?”
三声振铃接听电话
Listen and do not interrupt while guest is talking
仔细聆听，确认客人需求
Saying: “Mr./Mrs. XX, What you mean is …” e.g.
-If the request easy to handle, answer the guest within 1-2 minutes.
简单的询问，马上回答客人
-If the request cannot be handled within 2 minutes, ask for the contact number and inform you will call back after get the right information.
如果不能马上回复客人，获得客人的联系电话，告知客人马上回复
Saying: “Would you please wait a moment, Mr./Mrs. XX? I am checking the information for you.”
在帮客人查询信息时，询问客人是否愿意等候
Saying: “May I know who is calling… Thank you, Mr./Mrs. XX. I will connect you now. Thank you for calling service center.
如果需要，帮客人转接电话
Saying: “Is there anything else that I can do for you, Mr./Mrs. XX?”
询问客人是否需要其它帮助
Saying: “Thank you for calling, Mr./Mrs. XX. We are pleased to assist you. Have a nice day.”
结束电话时，感谢客人致电
Answering of phone standard
按照标准用语接听电话
Always address the guest by name will show our respect
称呼客人姓名，表示尊重
To avoid mistake made is the way to show our respect to the guest
避免误解
We will do more for the customer in every customer contact
为客人多做
SLIM answering phone standard
集团统一标准
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 2
TASK: Help Guest Wake-up Calls ( Page 1 of 2 )
叫醒服务
EQUIPMENT REQUIRED: Telephone machine, Fidelio Terminal, Wake-up call sheet
WHAT TO DO
HOW TO DO
WHY
Preparation
准备
Answering the call
接听
Listening.
仔细聆听
Repeat
重复
End of the call
结束
Get ready with wake up call sheet and ball pen on the hand.
准备好叫醒登记表，纸，笔
Answer the call within 3 rings by saying:
“Ni Hao, service center, XX speaking, Mr./Mrs. XX, may I help you?”
三声振铃接听电话
Listen attentively and do not interrupt the guest.
仔细聆听，确认客人要求
Speak clearly to the guest for the time required, the guest name and room number which display on the screen of console. “Yes, Mr./Mrs. XX, you wish a wake up call at time for room number. Is it right? And would you like a second wake-up call?
重复确认客人姓名，房号，要求叫醒日期和时间。 并提供二次叫醒服务
Take down the details on the wake up call sheet after confirmed with the guest.
与客人确认后，将所有细节记录在叫醒登记表上
Say, “Thank you for calling, good night.” at the end of the conversation.
结束时，感谢客人致电
Easy for us to record the guest needs immediately.
方便马上纪录
Let the guest know we are listening to him. A way of showing our courtesy and respect.
尊重客人
To avoid making the mistake is one of the way to show we are caring for the guest and we can provide high standard of service.
避免误解
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 2
TASK: Guest Wake-up Calls ( Page 2 of 2 )
叫醒服务
EQUIPMENT REQUIRED: Telephone machine, Fidelio terminal, Wake-up call sheet
WHAT TO DO
HOW TO DO
WHY
Record
记录
Advance and permanent wake up call request.
连续数天叫醒服务
At the end of afternoon shift, pass the morning call sheet to operator night shift.
中班结束后，将纪录的叫醒登记表交给总机
If a guest wishes to have a wake up call for a number of days, record it in the morning call sheet clearly and update it daily.
Make a note on the white board.
在白板上注明客人特殊要求
Report to GSTL to key in guest profile for future action.
如果客人要求连续数天叫醒服务，在叫醒登记单上记录清楚，通知主管输入客人客史资料
For future record.
参考
To enable to check for any change (e.g. Room changes, early departure.} on the actual day of the wake up call.
可以随时检查任何的变化
（如：换房，提前离店等影响提供叫醒服务的因素）
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 3
TASK: Handling of incoming faxes (page 1 of 3)
接收传真服务
EQUIPMENT REQUIRED: Fidelio Terminal
WHAT TO DO
HOW TO DO
WHY
1. Sort out all incoming faxes.
分类整理传真
2. Double check with computer system.
查询系统
3. Record
记录
4. Handing
(Clean out)
清理传真
By checking the sender’s company or fax number printed on the top of the incoming faxes & the pages should be in sequence & complete.
根据传送者的公司名称，传真号码，页数等分类整理接收到的传真
Check the recipient’s name printed on fax should tally with the name in the computer system. If the fax is attention to more than one guest, make photocopy for the rest.
将传真上接收者的姓名与系统中核查确认是否一致
Record the incoming fax in our “in fax record” starting the correct name, the room number, number of pages, date, time received & initial.
在接收传真登记表上登记：
客人姓名，房号，传真页数，日期，时间，收传真和送传真员工姓名
Put the fax in the envelope and write the recipient’s name & room number correctly. The number of pages should be ticked as in-coming faxes on the top right hand corner of the envelope & to state if it’s urgent or not.
将传真放入信封，写上接收者姓名和房号，在信封右上角勾注—接收传真和注明页数，如果传真是急件，也在此标注。
To sort out the different faxes. Very important to the receiver.
将不同的传真分类区分，保证接收者收到正确的传真
Reading carefully before action is taken. This is the way for showing respect to the guest.
仔细阅读确认接收者
To have detail record available for guest checking shows respect to the guest.
详细地记录方便客人查询
If is an urgent fax send the fax up immediately instead of leaving it at the pigeon hole. We will do more for our guest to make their satisfaction.
如果传真是紧急的，马上将传真送至客人房间
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Centre
TASK NO:FD-SC3
TASK: Handling of Incoming Fax (page 2 of 3)
接收传真服务
EQUIPMENT REQUIRED: Fidelio terminal, Telephone, Ticket Service Form
WHAT TO DO
HOW TO DO
WHY
6. Handle non in-house guest fax
处理预抵客人传真
7. Handle check-out guest fax
退房客人传真
8. Handle uncompleted fax
不完整传真
If guest is non in-house yet, write “arrival” and the arrival date of the guest with pencil after checking in the system. For arrival same day, attach it with Registration card. For arrival the day after, keep it in service centre “hold for arrival” folder. Both of above status leave in Fidelio the message of “in fax in FD or service centre”.
当天预抵客人传真送至前台与登记卡附在一起，客人入住时转交。
不是当天预抵客人，传真保存在服务中心，预抵当天交给前台入住时转交客人。
以上两种情况，都需要在系统中留言提醒员工注意客人有传真。
If guest has already checked out or name can’t be found in the system.
Check if we can find guest contact Tel. or Fax No. and follow up. Or Send back the first page and set form to sender to inform about it.
File the fax in service centre for one month.
已退房客人传真第一页和固定的表格发回给发送者通知客人已退房
并将传真保存在服务中心一个月
If fax received is not readable or with missing pages, or if guest has no reservation, we will fax back the first page to the sender with set form stating the situation and keep the fax in service centre for one month.
不完整传真第一页和固定的表格发回给发送者通知传真不完整
并将传真保存在服务中心一个月
All Non in-house guest faxes need to be recorded in the incoming faxes record sheet without indicating the room number for due-in guest, but indicate in the remarks column for due in fax with arrival date.
所有预抵客人的传真需要登记在接收传真登记表上—房号可不填，但需要在备注栏注明为预抵传真和日期
If the fax is put on hold for arrival on a further date, the fax has to be kept in the KIV file with a trace created for follow up. The trace should attention the arrival date with its contents saying,
预抵传真存盘后，应在系统中留Trace提醒客人到达日期的当班员工将传真转给前台，客人入住时转交客人
Fill in the remarks as checked out and send back to sender in incoming fax record sheet.
在接收传真登记表上注明为退房客人传真，已传真回给发送者
Fill in the remarks as uncompleted fax and send back to sender in incoming fax record sheet.
在接收传真登记表上注明为不完整传真，已传真回给发送者
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Centre
TASK NO:FD-SC3
TASK: Handling of Incoming Fax (page 3 of 3)
接收传真服务
EQUIPMENT REQUIRED: Fidelio terminal, Telephone, Ticket Service Form
WHAT TO DO
HOW TO DO
WHY
9. Sending
送传真
10. Faxes for internal departments
内部传真
11. Faxes for reservation department
预定传真
Those incoming faxes are requested been sent out within 20 minutes by page girl/ boy. Urgent fax send out within 10 minutes.
传真要求收到后二十分钟送至客人房间，紧急传真要求十分钟内送到
Faxes will be separated according to the departments concerned
The faces will then be sent to the pigeon holes located in the Executive office.
If urgent fax, inform department secretary to pick up right now.
根据部门将传真分类，然后投放入位于行政办公室的各部门信箱内
如果是紧急传真，马上通知相关部门的秘书来取传真。
The faxes regarding reservation issue, inform reservation department to collect right now in case same day booking during office hours.
在预定部当班期间，如果收到有关预定的传真，马上通知预定部来取，以防是当天的预定
Reservation department will forward their line to the Service Centre after office hours, Service Centre staff should read through the reservation fax in case same day booking or some urgent changes of some existing booking and take concerned action.
Others will pass to reservations the next day.
预定部下班后，会将预定部传真线路转到服务中心，收到有关预定的传真仔细阅读，确保当天的预定或现有预定的紧急修改会马上采取相应的行动，其它传真在次日转交预定部，并告知对某些传真所采取的行动
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
Date : ______________________________
Attention : ______________________________
Recipient’s Fax No. : ______________________________
From : Service Center, Traders Hotel, Changzhou.
Sender’s Fax No. :
We have received a total of ______ pages of your facsimile for __________________ (Name) at __________________ (your time) on __________________ (date).
We wish to inform you that:
ÿ The said guest has checked out prior to your incoming fax.
ÿ The said guest has cancelled his/her reservation.
ÿ The said guest did not turn up at the hotel to meet his/her reservation.
ÿ The said guest is neither an in-house guest nor holding any future reservations.
ÿ The name of the guest in question is unclear. Kindly furnish full name or room number of the guest, if available.
ÿ The fax message(s) is / are unclear / garbled. Please resend.
ÿ The fax message(s) is / are incomplete. We have only received ______ pages.
ÿ Others: ________________________________________________________
Thank you for your attention.
Yours Sincerely,
Name: _________________________________
Designation: ____________________________
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 4
TASK: Sending of outgoing faxes ( Page 1 of 2 )
外发传真
EQUIPMENT REQUIRED: Fidelio Terminal, Fax machine
WHAT TO DO
HOW TO DO
WHY
1. When the business center close, service center will take responsible on sending fax for guest.
商务中心下班后，由服务中心负责外发传真
2. Send out fax for in-house guests.
帮助住店客人外发传真
When the guest reach to the counter, GSA-reception accept it and send fax through service center fax machine.
客人要求外发传真时，由服务中心员工负责此项工作
When the business center is closed any requirement from the guests for send out faxes will be done by the service center.
商务中心下班后，服务中心承担外发传真的工作
-Make sure that country code & area code is provided with the correct fax number. 确认国家和地区代码正确性
-Place the document face down & slot in correctly. 正确放置传真原件在传真机上
-Dial the number. 拨号
-Press “start”.按开始键
-Wait for transmission. 等候传送
-A successful transmission is indicated on the transmission slip. Point out after all pages have been transmitted. 传真成功报告
-Check that the number of pages and sent correspond to the number of printed on the transmission slip. 核对发送总页数
-Record the transmission in the “outgoing fax record” 登记
-If there are difficulties transmitting the fax for the first time, try again. 如果发送失败，再次尝试
Show our flexible service, and deliver more convenient service to guest.
灵活服务，方便客人
We will be consistent in our delivery of service.
提供持续有效服务
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 4
TASK: Sending of outgoing faxes ( Page 2 of 2 )
外发传真
EQUIPMENT REQUIRED: Fidelio terminal, Fax machine
WHAT TO DO
HOW TO DO
WHY
3. Send back the fax to the guest room.
传真原件送回客人房间
5. Sign bill
签单
Put the outgoing faxes with the transmission report into the envelope, send back to the guest room by page girl/ boy or concierge staff.
将传真原件和成功发送报告放入信封后，送回给客人
Ask FD cashier to fill in miscellaneous voucher after calculating the total charges of sending fax and ask guest to sign on the bill. The bill was posted to guest room right now by FD cashier.
要求前台员工填写杂项单，注明客人姓名，房号，传真号码，页数，总费用，要求客人签单后，马上将帐项入客人房间
Before guest coming back room, ask if he wants us to send back to the room after completing sending fax or keep for guest collecting. If guest wants to collect by himself afterwards, ask guest to sign the bill first.
在客人离开前，确认客人希望发送完成后将传真送回房间，还是客人自己随后来取。
如果客人表示随后来取，先要求客人签单
To protect hotel profits.
保障酒店利益
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 5
TASK: Delivery of faxes and messages
递送传真和留言 ( Page 1 of 2)
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
1. Prepare.
准备
2. Collect the faxes and messages
取传真和留言
3. Double check.
确认
4. Delivery the faxes and messages.
递送
5. Check the room number against the envelope.
核对房号
6. Deliver envelope to the room.
递送到客人房间
GSA-service center sort out all the faxes and messages according to floors..
服务中心员工根据楼层顺序将传真和留言整理好
Concierge staff collect the faxes and messages from the service centre.
礼宾部员工从服务中心取要送的传真和留言
Concierge SA check the name and the room number written on the faxes or messages against the Fidelio system once again before leaving the service center. Then, initial in the column (delivered by) of delivery record form.
礼宾部员工在系统中根据传真或留言信封上的客人姓名和房号再次核查是否一致, 并在传真和留言递送报表上签字
Take the guest lift to reach the rooms.
乘坐客梯到达楼层
Upon reaching the rooms, look carefully at the room number on the door and the room number written on the envelope.
到达房间后，再次确认房号与信封上的房号一致
Press the door bell and wait outside for 5 seconds three times by saying: “Service Center, may I come in?”
If the guest is in room, pass envelope to the guest directly.
If there is no answer, slot the envelope under the door. If the HSKP room attendant is present, place on message stand in the room.
To ensure that no error has been made when writing on the envelope. One way for showing our respect to the guest.
确保服务中心员工信封上信息书写的准确性
To provide fast service.
提供有效率的服务
Ensure that they are similar.
确保房号相同
To be courtesy and be care of the guest important information.
礼貌，并且重视给客人重要信息
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 5
TASK: Delivery of faxes and messages
递送传真和留言 ( Page 2 of 2)
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
7. Record.
记录
8. After delivered
递送后
8 Recovery
补救
Slot under the door if the DND sign is displayed on the door.
If envelope can’t be slotted under the door, use the master key open the door by saying “ Service Center, may I come in” , enter the room and place in the Message Hold Stand and leave the room immediately.
按照要求按客人门铃和报出部门
如果客人在房间，直接交给客人
如果没人应答，将信封从门底塞入，如果有客房部员工在房间，将信封放在书桌的留言架上
如果信封无法从门底塞入，使用万能钥匙进入房间，将信封放在留言架上后，马上离开房间
Record the room numbers where you have sent the envelopes to on the messenger slip and indicate what articles you have sent. Abbreviations for the articles sent to rooms are as stated below:
F: fax, L: letter, E: Envelope,
DHL: packages, FRC: flight reconfirmation
OT: others
在Page girl/boy递送单上记录所有递送过物品的房号，并在房号后注明递送物品的缩写用以备查
Once all the faxes and messages have been delivered, return to the Service Centre and record in the Delivery Record Form the time you arrive back.
送递后，回到服务中心，再送递报表上记录返回的时间
Should the room number in the messenger slip not tally with the incoming fax record, immediately go to the room with the assistance of the Service Manager to retrieve the wrongly slotted message or fax. Then slot the envelope according to the correct room.
如果礼宾部员工递送单上所记录的房号和服务中心的记录不相符，马上协同服务经理到送错物品的客人房间核查并及时改正。
To keep the detail record for future check is the way show our care to the guest.
详细的记录，方便今后的查询
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL,CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 6
TASK: Luggage collection/Delivery requests ( Page 1 of 2)
下行李，运送行李服务
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
When a call comes in to the service center with regards to luggage, the following has to asked:
收到行李服务电话后，确认以下问题
Luggage collection 下行李服务
1. Greeting the guests.
问候
2. Ask the guest how many pieces are to be picked up.
确认
3. Repeat.
重复
4. Ensure.
承诺
5. Ending
结束
6. Inform concierge
通知
Pick up the phone within 3 rings with smile by saying: “Ni Hao, service center, XX speaking, Mr./Mrs. XX, may I help you?”
三声振铃接听电话，问候客人
Saying: “How many pieces of luggage do you have, Mr./Mrs. XX?”
确认下行李件数
Repeat the requirement
-Pieces of luggage
-Guest room number ( It display on the telephone )
Say, “, Mr./Mrs. XX, you have 3 pieces of luggage in room 628.”
重复确认：客人姓名，房号，件数
Inform the guest that you will send a bellboy as soon as possible by saying: “ I will have our bellboy up right away. Mr./Mrs. XX.”
承诺客人行李员会尽快到达房间取行李。
Before you hang up the call greet the guest by saying: “Have a pleasant day and thank you for calling.”
结束时，感谢客人致电
Inform concierge to pick up luggage. Make sure pass the correct number of luggage and room number.
通知礼宾部下行李，确保正确的房号和行李件数转达给礼宾部
Get the detail information to avoid the mistake is the way show our respect and sincerity to the guest.
得到确切信息
Good communication.
良好的沟通
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 6
TASK: Luggage collection / Delivery request ( Page 2 of 2 )
下行李，运送行李服务
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
Luggage delivery
运送行李服务
1. Greeting the guest.
问候
2. Ask the guest how many pieces are to be sent up.
确认
3. Ask the guest to describe the luggage to you.
行李的描述
4. Inquirer if the guest has any luggage tag and what is the serial number if he has it.
询问是否有行李牌
5. Apologize for the delay of his/her luggage.
致歉
6. Follow luggage delivery.
跟进
Pick up the phone within 3 rings with smile by saying: “Ni Hao, service center, XX speaking, Mr./ Mrs. XX, may I help you?”
三声振铃接听电话，问候客人
Saying: “How many pieces of luggage do you have, Mr./Mrs. XX?”
确认客人行李件数
Saying: “How does your luggage look like and what color is it?”
要求客人描述行李 （颜色，外形等）
Saying: “Did you receive any luggage tag upon check in?”
-If he has a luggage tag, obtain the serial number by saying: “ Could you please tell me the serial number?”
询问客人是否有行李牌，如果有，确认行李牌号码
Saying: “I’m sorry for the delay of your luggage delivery.”
向客人对行李运送的延误表示道歉
Saying: “I will check it right now, and ensure bell man send it to your room immediately. I will call you back after 5 minutes for double confirm.” Check with concierge to monitor the luggage delivery.
承诺客人马上会查询，并尽快将行李送到房间
通知礼宾部查找并运送客人行李，将所知的行李信息告知礼宾部并记录礼宾部员工姓名
五分钟后，致电客人房间确认事情的是否解决
Get the detail information to avoid the mistake is the way show our respect and sincerity to the guest.
得到确切信息
Get the detail information to avoid the mistake is the way show our respect and sincerity to the guest.
得到确认信息
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 7
TASK: Handling of room change ( Page 1 of 4 )
换房程序
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
Guest requested for a room change a day before. The room has been pre assigned.’
客人提前一天要求换房，新的房间已被安排好
1. Assist the guest room change by phone call.
客人打电话要求换房
2. Handling the room not ready situation.
房间没有准备好
Guest calls up to inquirer about his room change or we initially call up to guest on determined time.
客人打电话要求换房，或我们致电客人确认换房方便的时间
If the guest phone you early than the determined time, ask the guest to hold on and you will check on his room change by saying: “One moment, Mr./Mrs. XX, please let me check on your new room…” or “Mr./Mrs. XX, we are noted that you will change a new room today. Could you please let us know what is your convenience time today?” If the guest applies another time, do it according to the guest.
客人打电话时，首先确认房态是否干净
Check the status of the room that has been assigned. If it’s dirty, inform the guest and tell him that we will contact him or her once the room is clean, monitor and check with housekeeping.
Saying: “Sorry, Mr./Mrs. XX, the room you asked for change is not ready yet. Could I arrange housekeeping clean that room immediately? It needs about one hour. When the room is ready, I will call you back at once.”
如果房间还没有打扫好，告知客人一旦房间打扫好后，马上会联系客人
与客房部协调尽快打扫房间
.
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC7
TASK: Handling of room change ( Page 2 of 4 )
换房程序
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
3. Monitor room change.
换房
4. Update the system.
更新系统
5. Raise Room/Rate change form.
填写换房单
6. Inform relevant department.
通知相关部门
7. Registration card change
更换登记卡
When the room is clean, inform guest immediately by saying: “Mr./Mrs. XX, this is Scott, your room 620 is ready. Would you like to change?” Then inform the SA-concierge the room change. Obtain the key from reception and give it to the SA-concierge or SA-reception can bring the key (with the trolley, if need) up to the guest’s room, change the room for the guest.
房间打扫干净后，马上联系客人是否希望马上换房，随后通知礼宾部从前台获得钥匙后，到客人房间帮助换房
To immediately change the room in the Fidelio system.
在系统中换房
Raise a room change form and fill up the particulars of the guest with the reason for the room change. ( The guest will be advised if room rate was changed)
根据换房单明细填写，如果房价有变化，提前征求客人意见
Four departments have to be informed of the room change.
-Operator
-Housekeeping
-Laundry
- Room Service
通知总机，客房部，洗衣房，送餐部
FD SA was informed to change new room No. on registration card and place in the right place in the bucket.
通知前台根据新的房号更换登记卡的存放
Clear action taken is more important.
快速的行动非常重要
Remind concierge staff collect back the old room key and returned to front desk.
提醒礼宾部员工收回原来房间的钥匙交还前台
To keep the accurate record in the system.
在系统中保证最新的信息
Share the information to the department concerned to avoid the mistake on the work shows sincerity.
信息共享，提供持续的优质服务
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC7
TASK: Handling of room change ( Page 3 of 4 )
换房程序
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
Guest was just checked in and does not like the room, guest calls up to change room immediately.
客人刚入住，对房间不满意，要求换房
1. Guest calls up to inform us that he does not like the room that has been given to him.
客人打电话要求换房
2. Search for another room.
查找新的房间
3. Room move and update system.
换房，系统更新
4. Call back
回复客人
Apologize to the guest and ask him what type of room he would like to have. Saying: “Mr./Mrs. XX, I’m sorry that you don’t like this room. May I know what kind of room do you like?”
向客人表示歉意，并确认客人喜好的房间种类
Try to find a room in the computer quickly and answer you will change to the guest. If under a high occupancy, inform the guest that you will call him back within 3 minutes.
Saying: “Can you hold the line please, I check for the room.”
“Mr./Mrs. XX, we are running high occupancy, can I call you back within 3 minutes after I find another room.”
Search for the particular room type which he requires.
在系统中根据客人要求查找新的房间
Once the room is located, immediately change the room in the computer, SA-reception makes sure the prior with vacant dirty status.
找到新的房间后，在系统中马上换房，确定将原来的房间状态改为空房/脏房
Call back to the guest to inform him of the room that you are going to change for him. Saying: “Mr./Mrs. XX, I have a Room 1018 on the same category “
通知客人新的房间号码，并告知马上有员工去客人房间去协助换房
Keep the guest informed what you done
使客人清楚事情的进程
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 7
TASK: Handling of room change ( Page 4 of 4 )
换房程序
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
5. Change room and confirm satisfaction.
换房，确认满意度
6. Update history.
更新客史
7. Inform relevant department.
通知相关部门
Registration card change
更换登记卡
Go up with the new room key to the guest prior room (or SA-concierge), assist guest’s room move. After moving, Saying: “Mr./Mrs. XX, sorry for the inconvenience. My name is Scott, should you have any problems, please contact me at extension 3.
通知礼宾部从前台获得钥匙后，到客人房间帮助换房, 随后致电客人确认满意度
SA-service center key in guest preference in the guest profile/remarks.
将客人喜好输入客史资料
Four departments have to be informed of the room change by phone:
-Operator
-Housekeeping
-Laundry
- Room Service
通知总机，客房部，洗衣房，送餐部
FD SA was informed to change new room No. on registration card and place in the right place in the bucket.
通知前台根据新的房号更换登记卡的存放
To make sure deliver the consistent service next time and all the time.
确保在今后满足客人要求
Share the information to the department concerned to avoid the mistake on the work shows sincerity.
信息共享，提供持续的优质服务
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 8
TASK: Room reservation ( Page 1 of 3 ) 订房程序
EQUIPMENT REQUIRED: Fidelio terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
Greet the guest.
问候客人
Obtain the information for the guest.
从客人处获取信息
Check room availability.
检查房间的可用情况。
a. If room is available.
如果有房
Pick up the phone within 3 rings with smile by saying: “Ni Hao, Front Desk, this is Scott, Mr./Mrs. XX, may I help you?”
三声电话铃声内，接起电话时使用电话标准语。
Take down following information on the reservation form: Guest name, arrive date, departure date, room type, company name. By saying:
“May I have the guest name, Please?”
“Which kind of room type do you prefer?”
“What are the arrival and departure dates, please?”
“May I have the company name and contact number?”
记下相关信息：客人姓名，到达离店时间， 房间类型，公司名称等。
Check room availability in computer.
在系统中检查房间的可用情况。
-If room is available
1. Pick up the company profile in computer to see if there is corporate rate to guest.
在系统中查寻是否有此公司合同价格。
2. If there is no corporate contract, check the guest profile to check previous room type and room rate.
如果没有公司合同价格，查询客史纪录，获得上次入住的房价和房型。
3. If situation is none of above ones, value guest rate or courtesy rate (10% discount) will be applied to the guest.
Upsell at all time.
如果以上情况不存在，首先提供满价或10%的折扣。 时刻记住促销。
Let the guest feel our hospitality through the phone.
使客人通过电话感受到我们的殷勤好客。
Get the detail information from the guest and let him feel that we are able to help him in sincere and maintain consistence of SLI standard.
尽可能获取详尽的信息。
Ensure room is available in guest reservation period to present our sincere caring for guest request.
确保有房。
Provide precise and consistent service.
提供准确持续的服务。
Maxim the hotel revenue.
最大化酒店的收入。
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 8
TASK: Room reservation ( Page 2 of 3 ) 订房程序
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
Check special request.
确认特殊要求。
Collect other necessary information.
获得其它信息。
Repeat details
重复信息
Finish reservation taking down.
完成预定的纪录。
Key in computer.
输入计算机。
Prepare confirmation letter/fax.
准备确认信。
Same day reservation
当天预定
Check if guest have any special request, take down carefully.
Airport pick up, guest likes and dislikes, key in the system.
确认特殊要求，并记录下。
Collect following necessary information:
Bill instruction, contacting person, contact number, obtain Golden Circle number if guest is GC member.
获得其它信息：账目指示；联系人和联系方式。如果客人是金环会员，获得卡号。
Repeat reservation details to guest.
重复预定信息。
Thank for guest calling and choosing Traders Fudu hotel Changzhou.
感谢客人选择常州富都商贸饭店。
Input all details in computer immediately or key in all details when GSA talking with guest.
立刻输入计算机或在与客人交谈中输入计算机。
If guest need confirmation, prepare confirmation fax or letter carefully. Check if all details are correct before sending out.
如果客人要求，准备确认信，并在发出前仔细检查。
Key in the system, inform room controller block the room, inform room service to deliver amenities to room, prepare check in booklet and key for arrival.
预定输入系统后，马上通知room controller安排房间，通知送餐部送欢迎品。
Anticipate guest request.
预见客人需求。
For record and tracing purpose.
用来记录和跟进。
Ensure all details are correct to present our sincere and precise service.
确认信息准确性。
Present our courtesy and genuine service.
表现出我们的礼貌和真诚的服务
Concise and convenience for internal customer and save cost. As the phone call is over, the reservation is completed.
方便员工并节约成本。
Meet guest request and ensure precise service.
满足客人需求。
Well preparation will provide our excellent service.
好的准备工作是我们提供优质服务的前提
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 8
TASK: Room reservation ( Page 3 of 3 ) 订房程序
EQUIPMENT REQUIRED: Fidelio terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
b. If room is not available.
如果没有客人所需房间。
Follow up.
跟进
Appreciate guest.
感谢客人。
If room is not available, recommend other room type or date to see if guest would accept.
If guest insist on the requested room type and date, put guest on waiting list. Take down following information on waiting list-arriving date, departure date, guest name, contacting number, room type and company name.
如果没有客人所需房间， 建议其它房间类型或其它日期。如果客人不接受，将客人放入等候名单。在等候名单上记下以下信息：客人姓名，入住离店日期，房型，公司名称，联系方式等。
If room is available, inform guest according to the waiting list. If room is still not available, go to next step of procedure.
If guest refuse above two suggestions, recommend other hotel to guest or ask GSM-reception or DM to handle it.
如果有房间，根据等候名单通知客人，如果仍没房间，进行下一步骤。
如果客人拒绝以上建议，为客人推荐其它酒店或通知服务经理处理。
Appreciate guest calling and hop guest to come back next time.
Saying: “Thank you for calling Traders Fudu Hotel, Changzhou, Mr./Mrs. XX, we hope meet you in near future.”
感谢客人，并希望再次光临酒店。
Never say “No” service.
不要对客人说不.
Try the best to meet guest request and maxim hotel revenue.
尽可能满足客人需求和增加酒店收入。
Do more for the guest.
为客人着想。
Courtesy service.
礼貌的服务。
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 9
TASK: Provide and Deliver In-house Guest Room Items
房间客用品递送
EQUIPMENT REQUIRED: Fidelio Terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
1. Service center provides extra items available on loan to in-house guest on request.
服务中心提供客用品递送
2. When a guest needs extra items on loan.
客人提出要求
3. remove the items
物品收回
4. Items replacement
物品补充
All GSA know the list of items and when there are served:
* Pillows and blankets
* Towels and bathrobe
* Iron and board
* Mineral water and etc.
* Extension board
* Adapter and transformer
* Bath room amenities
项目包括：枕头，毛毯，毛巾，浴巾，熨斗和熨衣板，接线板，变压器，矿泉水，浴室用品等
GSA- service center to make sure:
* Obtain room number, items require correctly
* GSA-service center to send the items without delay
* Ensure the items are in working order, clean and in good condition.
* Fill in the “Article on loan record book” if need.
Guest name, room number, description of item, issue by, date/when the guest asks the item, received date, check out date.
获知客人房号，要求物品，在确保物品正常工作的前提下，尽快送到客人房间
如果需要收回的物品，填写租借物品单 – 客人姓名，房号，物品，发放人，日期等
If requested by the guest or after guest checked out, GSA-service center inform page girl/boy bring it down, to the service center.
需要收回的物品，客人使用完后或退房后，将物品收回。
GSTL will conduct the inventory at the end of every week. An inventory is carried out every week to enable us to bring the items back to par.
每周盘点，补充足够使用的物品
To ensure guests enjoy maximum comfort for the duration of their stay.
To ensure “small items” requests are under express service.
为客人提供方便
Follow up is necessary to eliminate discrepancies in the inventory.
良好的跟进减少损失
To make sure we have enough item to run.
确保运作的正常进行
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL,CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 10
TASK: Maintenance requests 维修要求 ( Page 1 of 2 )
EQUIPMENT REQUIRED: Fidelio terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
1. Receive guest call asking for maintenance request.
接到维修要求
2. Ask for guest needs.
确认客人需求
3. Apologize to the guest and call engineering immediately.
致歉，通知工程部
4. Follow-up call.
跟进电话
Saying: “Ni Hao, service center, XX speaking, Mr./Mrs. XX, may I help you?”
接听电话，问候客人
Listen carefully and take notes in the logbook:
-Date & time reported
-Room number / location
-Type of maintenance
-Time taken
-Completed by
-Remarks
仔细聆听，确认细节记录登记在登记表上：保修日期和时间，房号和保修位置，维修种类。 （维修结束后，将其它项目填全：维修完成时间，完成人员等）
Saying: “Sorry for that inconvenience to you, I will immediately ask engineering come to your room and fix it.” (e.g.)
Remember:
-Call engineering immediate
-Convey location and message
-Write the receiver’s names in the logbook
向客人表示歉意，马上通知工程部维修，告知细节，获知工程部员工姓名
Ten minutes later, call to engineering is required. Make sure the job is on process. If the job is done, call the guest whether he/she is satisfied with the maintenance, apologize to the guest again and ask the guest if need any help. Say: “Mr. XX, is the engineering fixing it now? Are you satisfied with the work?”
十分钟后，确认工程部工作进度。如果工作完成，打电话确认客人满意度，再次对客人造成的不便表示歉意
Get detail to avoid any miscommunication
to recover any problems is to show our helpfulness.
确认细节，避免错误发生。
Make sure “follow-up” is our delight the customer and show our sincerity.
确保维修工作尽快完成
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 10
TASK: Maintenance requests 维修要求( Page 2 of 2 )
EQUIPMENT REQUIRED: Fidelio terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
5. Room-changing the guest.
为客人换房
If the defect is serious or may takes long time. Ask guest by saying: “Mr./Mrs. XX, we’re sorry. Our engineering may take long time to fix it. Could I suggest you to change to another room in your convenient time?”
如果维修所需时间比较长，建议客人调换房间
Look for a flexible way to solve the problem.
灵活解决问题
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 11
TASK: Handling Lost and Found (Page 1 of 2)失物招领
EQUIPMENT REQUIRED: Fidelio terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
Guest requires on lost items.
客人查询有关丢失物品
Record down lost item details.
记录细节。
Check Lost & Found.
查询失物。
Handling items if found.
如果失物找到的处理程序。
Saying: “Ni Hao, service centre,
XX speaking, Mr./Mrs. XX, may I help you?”
接听电话，问候客人
Listen carefully and note down details.
认真听并记下细节。
a. From in-house guest.
-Room number
-When did the guest lost it
-Location of item
-Description of the item
住店客人：
房号；丢失的时间；物品的位置；物品的描述。
b. Check-out guest.
-When did the guest c/o
-Room number
-Location of the item
-Description of the item
-Guest address, contact number
已离店客人：
退房的时间；房号；丢失的时间；物品的位置；物品的描述。
Call housekeeping check the items, valuable item check with SM.
致电客房部查询失物, 贵重物品查询服务经理。
a. For in-house guest.
住店客人：
-Check with the description given by guest before giving the item to the guest in order to confirm the item belongs to the right guest.
-Fill up the L&F logbook to get guest signature and copy ID card.
与客人再次确认失物的详细描述，确保物归原主；请客人在失物招领单上签字并复印客人身份证。
b. For outside guest.
-If guest will come back to get item personally, take down the case, item description and guest information in logbook. And inform Front Desk.
已结帐客人：
如果客人亲自回来取失物，在前台的交班本上记录下此事件，物品的描述，客人的信息。 并通知前台。
Being more careful is a way to show our sincerity to the guest.
认真仔细是我们对客人表示真诚的一种方式。
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate / Service center
TASK NO:FD-SC 11
TASK: Handling Lost & Found ( Page 2 of 2 )失物招领
EQUIPMENT REQUIRED: Fidelio terminal
WHAT TO DO
HOW TO DO
WHY
Not found items
失物未找到。
Register in the record.
登记备案。
-If guest will ask the third party to take, tell guest own written authorization letter is needed which should include:
*Guest name/ID or passport No.
*Person who is authorized name/ID or passport No.
*Guest authorization statement
*Guest signature
The guest should fax the authorization form to the hotel and the third party need claim the Lost & Found item with ID card.
如果客人让其它人代领，应要求客人亲自写一份授权书，内容包括：客人姓名；证件号码；被授权人的姓名和证件号码；授权细节声明，客人签名。
授权传真提前发至酒店；被授权人应带身份证前往领取失物。
-If guest would like to ask us to mail the item to him/her, confirm with guest that the valuable itme, e.g. cash, credit card, jewelry can be mailed in case losing on the way. the mail fee should be charged to guest. Kindly ask guest fax us, indicate he/she will like to take the charges of mail fee, briefly write the lost item and mail address for our future filing.
-Fill up the L&F logbook
如果要求酒店将物品寄回, 首先告知客人贵重物品不可邮寄，以防在途中丢失。 邮寄费应由客人承担。 要求客人发授权邮寄传真给酒店，简单说明对失物的描述，邮寄地址，承担邮费，签名等。
填写失物招领单。
Apologize to the guest and refer to GSM-DM to follow up by saying: “Sorry, Mr./Mrs. XX, we can not find the item, we will report to GSM-DM to follow up and call you back. Thank you for calling.”
向客人道歉，并向客人说明，“
我们会将此事汇报给值班经理继续跟进此事， 一旦找到失物，会立即与您联系。“
Take donw guest details: e.g. name,address, telephone No.
记录客人详细的资料：姓名，地址，电话。
Raise Lost & Found form and fill all details.
填写一份详细的失物招领表。
Being more consider of the guest feelings of lost items.
体会客人丢失物品的感受。
In case L&F item found afterwards.
以备稍后失物被找到。
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 12
TASK: Handling guest complaints by telephone
( Page 1 of 2 ) 处理客人电话投诉
EQUIPMENT REQUIRED: Fidelio terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
1. Hear them out.
倾听
2. Thank guest to bring the complain to us.
感谢客人
3. Take action.
行动
4. Inform relevant departments.
通知相关部门
Pick up the phone with 3 rings by saying: “Ni Hao, service center, XX speaking, Mr./Mrs. XX, may I help you?”
-Hear them out
-Empathize-show sincere understanding for the problem
-Apologize, take the responsibility and prompt try as far as possible to handle the situation yourself.
Say, “Yes. Mr. XX, I’m sorry to hear that, I understand the situation now. Please let me handle it and I’ll try to ring you back within 5 minutes for feed back.”
三声振铃内接听电话，问候客人
仔细聆听，表示身同感受，表示歉意，承担责任，迅速行动
Saying: “Mr./Mrs. XX, thank you for bring this comment to us. We’ll follow up right now.
感谢客人将问题提出，表示尽快解决
Take action by :
-Inform guest what will be done.
-Ensure that the problem will be taken care at once.
-If any unforeseen delay, inform guest immediately
-Ensure that you will keep guest informed.
Saying: “I am sorry to hear that Mr./Mrs. XX,. My colleague will come to solve the problem immediately.”
“ Mr./Mrs. XX, I am afraid that engineering colleague might be late for 5 minutes. Please wait for a while. Thank you.”
告知客人我们将会做什么来解决问题，随时告诉客人事情的进程，如果有任何无法预料的情况发生，及时通知客人
-Give appropriate information to relevant department as detail as possible
-Contact department afterwards to be followed
将详细的信息通知相关部门，确定相关部门有相应的跟进行动
According to the service plus, we should show our courtesy.
表现我们对客人的关注
Enable decision-making to take place at the customer contact point.
在同客人接触的时刻作出实时的决定
Be sincere and direct point to the problem.
表现真诚
Team work
团队合作
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate/Service Center
TASK NO:FD-SC 12
TASK: Handling guest complaints by telephone
( Page 2 of 2 ) 处理客人电话投诉
EQUIPMENT REQUIRED: Fidelio terminal, Telephone
WHAT TO DO
HOW TO DO
WHY
5. Keep guest informed what you have done
通知客人
6. Confirm satisfaction.
确认满意度
7. Record incident in the
logbook.
纪录
Say, “Mr./Mrs. XX, I’ve informed my colleague within 5 minutes. Please just wait for a little while. Thank you.”
随时告知客人所采取的行动
-Inform guest about action taken and results.
-Ensure that guest is satisfied with the outcome.
Saying: “Mr./Mrs. XX, did our engineering colleague come and solve the problem?”
“Are you satisfied with the result?”
“Is there anything else we can do for you?”
“Thank you and have a pleasant stay!”
告知客人采取的行动和解决的结果
确认客人对结果是否满意
-Record guest comments in the history.
-If necessary, prepare apology letter (By SM) with amenities to be delivered to guest room within 30 minutes. (If it is late in the evening, it will be delivered to guest room on following morning no late than 10:00am)
-Write down the case in the logbook with date, time, who involved, what’s the result
在交班本上作详细记录，输入客史资料，如果必要，通知服务经理此事，并准备道歉信和致歉物品送到客人房间 （如果时间太晚，次日再送）
Show you care to our customer.
表现对客人的关注
Be more concern and do the best recovery can delight the guest.
Be consistent in our delivery of warm and natural service.
良好的补救行为能够改善客人的印象
For future record.
今后备查
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE
TRADERS FUDU HOTEL, CHANGZHOU
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk
JOB TITLE: Guest Service Associate
TASK NO:FD-SC 13
TASK: Flight Ticket Reconfirmation 机票重新确认
EQUIPMENT REQUIRED: Fidelio terminal, Telephone, Ticket Service Form
WHAT TO DO
HOW TO DO
WHY
1. Greeting guest.
问候
2. Obtain the request.
获知要求
3. Record down
记录
4. Repeat
重复
5. Reconfirm the ticket with airlines office.
确认机票。
6. Reply the guest.
回复客人
Pick up phone within 3 rings by saying: “Ni Hao, Service Center, XX speaking. May I help you?”
三声振铃内接听电话，问候客人
Obtain the following information from the guest.
* Guest name
* Room number
* Flight number
* Destination
* Departure Date and Time
* Class
* Ticket number
By saying: “May I have your full name?”
“May I have you flight number?”…
获得信息：客人姓名和房号；航班号码；目的地；日期时间；客舱等级；票号等。
Record down all the above information on the Service Center Flight Reconfirmation Book.
在服务中心机票重新确认登记本上登记以上所有细节
Make sure repeat the details to the guest.
与客人重复信息。
Make a phone call to the airlines office for reconfirmation. Ensure offering all information to airline office clerk and obtain the reconfirmation coded and the clerk’s name. Record them down on the Service Center Flight Reconfirmation Book.
与航空公司联系，将所有细节告知，并获得确认号和航空公司员工姓名。
Leave a message to inform the guest that his/her ticket has been reconfirmed. The message is:
“Dear Mr./Mrs. XX, Your air-ticket has been reconfirmed, the reconfirmation number is XX. Thank you and have a nice day. GSTL-Scott.”
留言或打电话通知客人机票已确认好。
For future tracing. Avoid making mistake is to show our sincerity to the guest.
今后备查
Avoid making mistake is to show our sincerity to the guest.
避免出错。
PREPARED BY: Christina Ding
APPROVED BY: Mr. Charles. Cable
DESIGNATION: FOM
SIGNATURE/DATE
DESIGNATION: GM
SIGNATURE/DATE