酒店管理会所__酒店前厅服务中心作业流程表.pdf

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1、HolidayInnCentralPlazaBeijingHandlingincomingcallServiceCenterAgentAnswerthecallwithin3ringsGreetingguestConfirmtherightextensionwiththerightpersonbeforetransferthecallAskforthecaller'snameNobodyanswerthephoneTransferthecalltotheThelineisbusyInformthecallerthatnobodyInformtheguestthatwhoiscallingI

2、nformthecallerthelineisbusyanswerthephonePutthelinethroughwithguest'spermissionAskcallertocalllaterorleavingamessageHThankthecallerforcallingHolidayInnCentralPlazaBeijingHandlingcallfromguestroomHSKPServieCenterAgentEngineeringReceivecallfromguestroomReceiverequestfromguestRepeattherequesttoconfir

3、mwithguestHSKPitemsdeliveryRecordtheguestRoommaintenancerequestReceivecallfromserviceInformEngineeringReceivecallfromserviceInformHSKPimmediatelyGuestcomplaintcenterimmediatelycenterMaketherecordApologizetoguestMaketherecordNoreplyfromHSKPTrytosolvetheproblemNoreplyfromEngineeringCallHSKPagainafte

4、r3AnyseriouslysituationshouldCallEngineeringagainafterGotoguestroomtofixtheDeliveritemstoguestminutestochecktheinformdutymanagerforfurther3minutestochecktheout-of-orderitemroomimmediatelyprogressfollowupprogressimmediatelyCallguesttoinformtheprogressInformservicecenterthatReceivecallfromInformserv

5、icecenterthatReceivecallfromHSKPrequestwasdoneEngineeringout-of-orderitemwasfixedCallbacktoguesttoensuretherequestwassatisfiedUpdatetherecordHolidayInnCentralPlazaBeijingHandlingwakeupcallrequestServiceCenterAgentReceivewakeupcallrequestfromguestAskforthewakeupcalltimeInformedthewakeupcalltimebygu

6、estRepeatguestname,roomnumber&wakeupcalltimetoreconfirmwithguestRoomnumberRecorddownthedetailsonthewakeupGuestnamecallcontrolsheetWakeupcalltimeThankguestforcallingWishguestgoodnightKeyinallinformationintoPMSRoomnumberGuestnameWakeupcalltimeHolidayInnCentralPlazaBeijingFollowupwakeupcallServiceCen

7、terAgentChecktherecordontheDoublecheckthewakeupcallwakeupcallcontrolsheetrecordtoensureit'saccurateagainsttherecordinPMSCheckwhetherthebothrecordareNoYesAfterwakeupcallwasCheckthewakeupcallresultdonereportInformt