Operation Hours : 7:00am to 12:00 Midnight daily
Services Offered : English Word Processing
提供的服务 英文编辑
Chinese Word Processing
中文编辑
Worksheet / Chart
表格/图画
Photocopy
复印
Facsimile
传真
Rental of Computer
电脑出租
E-mail Services
电子邮件服务
Guest Experience : Feel impressed with the efficient and courteous services
客人体验 provided.
感受到饭店的服务是高效和礼貌的。
Procedures程序:
♣ Check with guest the time he needs the typing work back and make sure it is completed promptly.
询问客人需要什么时间完成打字工作,并要及时完成.
♣ Type a draft for guest to check. Make sure you have done your best to type what is written.
打印草稿让客人检查.要尽力打印到最好的水平.
♣ Be professional. Do not delay any typing work even though guest may say that it is not urgent and that we could take our time. Complete it at your soonest possible and give the guest a call to tell him it is ready for him to proof read or send it up to the room.
要熟悉业务.即使客人说打印件不急,我们也不能耽搁,因为我们要节省时间.要尽可能快的完成打印,然后给打电话通知客人已经打印完毕,需要他认可或者给他送入房间.
Procedures程序:
Ensure that the envelope has the full and correct address, including the postal code.
确认信封/上有完整正确的地址，包括邮政编码。
Seal envelope.
封好信封。
Weigh and calculate the postage required bearing in mind extra fee for registered mail and express mail. If doubt please refer to our postage file.
对挂号信和快件称重后计算邮资，并要加收挂号信和快件的额外费用，如果有任何疑问，要参照有关邮寄规定。
Indicate on the envelope if mail is ‘registered’ or ‘express’.
如果邮件是”挂号”或者”快件”要在信封上显示。
All letters/seated envelopes for mailing to be collected by the office messenger before 9:30am daily.
邮件收发员会在每天早上9:30之前，收取所有需要邮寄的信件。
Remind Office messenger to obtain receipts for registered mail.
提醒邮件收发员要记住拿回挂号信的收据。
For Courier Service to call up our current local delivery service for pick up.
对于快件，我们要打电话给当地合适的邮递服务部进行邮寄。
Procedures程序:
All incoming faxes must be recorded fast. Make sure you collate them correctly before stapling them together.
所有接收的传真要及时记录下来.将他们订在一起前, 要确认你已经核对了他们是正确的.
Check on room and name of guest in the terminal.
在电脑中查询客人的房号和姓名.
Read the first few lines of the fax. Do not take it for granted that if the first line read to Reservations, Front Office that you send them to the department concern. Senders sometimes address faxes to Reservations, etc with a message ‘Please relay or deliver this fax to your guest.’. Make sure you read carefully before taking action.
阅读传真的前几行内容.如果你阅读了传真的第一行是预订部,前厅部,不要轻易的将他们送到这些部门.因为有时,客人会发传真留言给预订部等,”请将此传真转交给…客人”. 在你送传真前一定要仔细阅读.
Recording of faxes is done in a recording book. To call Bell Service for collection within 10 minutes of receiving the fax.
将传真记录在记录本上.在10分钟之内通知行李员取走收到的传真.
If the fax is marked ‘URGENT’ or if guest is due to check out that very day, make an effort to call the guest to inform him. If there is no response, quickly place it in an envelope stated ‘URGENT’ and calls for a Bellboy without a delay.
如果传真上标注”紧急”或者客人预计在那天结帐离店,要打电话给客人.如果客人的房间没有应答, 要立即将其装入信封并标注上紧急,然后立即打电话给行李员
HOLD FOR ARRIVAL FAXES – these are to be recorded the same way as the other faxes. If the fax states that guest is checking in today but the name listed is not exactly of the same spelling in the terminal, record it and send down to reception.
保存预抵客人的传真,要象其他的传真一样记录下来.如果传真显示客人今天入住,但是姓名的拼写和电脑中的不太一致,记录下来然后交于接待处.
Faxes for guest not listed in terminal, record them put “no listing/not listed” and send it to the reception for the receptionist to follow up by checking daily in ensuring that when guest checks in, he/she gets the fax immediately.
如果电脑中没有客人的名字,就将他们记录在”没有预订”文件中并将其送至接待处,以便接待员可以留意客人是否入住,当客人入住时,就立即将传真交给他/她.
Faxes that are not delivered (i.e.: cannot be slipped under the door), Business Center Secretary have to send a message to guest informing him of the item/parcel/faxes and advise him to collect it from the Business Center during The Business Center Operations Hours. After the operations hours to collect from Reception.
如果传真没有被送到(例如:不能从门缝传进),商务中心职员就要留言、告知客人有他的邮件包裹/传真，并且提醒他在商务中心营业的时间收取；其他时间可以在接待处收取。
Faxes that are incomplete, that is if we receive only 8 pages out of the 10 pages etc. If this is so, to send a message to guest, to advise him on that matter. (Enclosed the received faxes with the message).
如果传真不完整,如果是10叶而我们只收到了8叶,就留言给客人,告诉他这件事情.(将留言附在传真上).
Example例如:
Dear Mr White,
尊敬的怀特先生,
Please be informed that we have received only 8 pages of these incoming faxes instead of 10 pages as stated.
敬告,我们仅收到了10张传真中的8张.
Thank you.
谢谢你.
(your name)
(你的姓名)
Procedures程序:
Date and page control book.
填写日期和页数。
Fill in your name and time of duty.
填写你的姓名和当班时间。
Enter each billing in sequence.
按顺序填写每一笔账。
At the end of each shift, calculate the total and 1st bill number to be used for the next shift to start on a new column.
在每一班下班前，要计算总数，下一班要使用新的一栏并且帐单号从一开始。
Example例如:
Guest Check Control Book收费记录表
帐单号 明细 现金 信用卡 记房间账 总额
Bill No. Item Cash Credit Card Charge to Room Grand Total
0001 Typing打字 45.00 - - 45.00
0002 Fax传真 - 35.00 - 35.00
0003 Translation翻译 100.00 100.00
Total总数 45.00 35.00 100.00 180.00
Procedures程序:
When receiving outgoing fax from guest, make sure you check that the guest have written: 当你为客人发传真时，你要检查客人是否写了下以下内容：
Sender’s room number and name
发送者的姓名和房间号码
Country and area code ( if not indicated, to confirm with guest)
国家和地区代码(如果没有，就要向客人确认)
Mode of payment
付款方式
No of pages
页数
Check with guest if he wish to wait at the Business Center or have the transmitted fax sent to his/her room.
询问客人是否愿意在商务中心等候，或者是将所发的传真送到他/她的房间。
Send the fax immediately.
立即发送传真。
If you have difficulty in transmitting after 2 or 3 attempt, call the guest and inform him. If the guest is not in, leave a message to the guest to contact the Business Center.
如果你在尝试了2或3次后，仍然无法发送出去，就要打电话给客人，如果客人不在房间，就给客人留言，请客人与商务中心联系。
Successful transmission is indicated on the activity report. Check that the number of faxes sent with the corresponding number indicated on the activity report.
传真发送成功就会显示在传真报告上，可以检查传真报告。
Stapled the activity report/s to the fax copy. Make the necessary charges and record in the ‘Outgoing Fax Record’ Book.
将传真报告与传真复印件订在一起。收取费用并记录在发送传真的记录本上。
Return the documents to the guest as soon as possible, best within 10 minutes of transmission.
最好在发送传真10分钟之内，尽快将文件归还给客人。
Faxes must be handled very carefully. The guest must receive immediately.
必须谨慎地处理传真。所有的客人都要及时地收到它们的传真。
If the guest is registered, get a bellman to send the fax immediately to the guestroom.
如果客人已经入住饭店，就让行李生立即将传真送到客人的房间。
If guest have a reservation on the same day and has not arrived, attach the fax to the registration card (key in a comment in the FIDELIO system).
如果客人在当天有预订，但是还没有抵达。就将传真同登记单附在一起（输入FIDELIO系统中备注）
However, if the guest has a reservation for a later date, hold the fax in the expanding wallet and create or key in a remark in the computer to notify the Night shift receptionist to bring it out on the day the guest checks in and attached it to his registration card.
如果客人有预订但不是今天的预订，就交给接待员将传真保存在文件夹中，并且在电脑中输入备注。夜班的接待员要注意在客人抵达日取出传真并将其与登记单附在一起。
To write down due-in date in pencil on the envelope containing fax.
在装传真的信封面上，用铅笔写下客人预计抵达的日期。
Any inquiries about faxes check with the Business Center immediately if nothing stated in the remark.
如果备注上没有任何内容，而对传真有任何疑问可以向商务中心查询。
Faxes received by the Business Center should be recorded down in the fax logbook at the Business Center.
商务中心要将收到的传真记录在传真记录本上。
Business Center Secretary should call up the Bell Service counter for collection.
商务中心职员要打电话通知行李员收取传真。
Bellman to initial on the Business Center logbook upon collection.
行李员收取传真时，需要在商务中心的传真记录本上签名。
Bellman to record down items to their ‘Message Control Book’ before sending it to the guestrooms and initial.
在传真送到客人的房间之前，行李员要在工作记录本上记录下来并签名。
Procedures程序:
Our regular service is EMS. Courier Service is only available till 1pm on Saturdays and none on Sundays and Public Holidays.
通常的邮政快递服务是EMS。快递服务时间截至星期六下午1:00，在星期天和公休日不提供此项服务。
Check with guest if he would like to know the charges before we process delivery of his items. Unless he assured us that the charges are not a problem, we should quickly work out a rough estimate and inform guest about it. Occasionally, guest would not want to pay so much for it and might want to delete some documents or cancel the whole arrangement.
当我们在为客人邮递他的邮件前，要询问客人是否知道所需的费用。如果客人确认费用没有问题，那么我们就快速地粗略地计算一下费用，然后告诉客人。偶尔，客人不愿意付太多的费用，可能会减少一些文件或者取消邮递计划。
Check the guest’s name and room number in the terminal, if he is due to check out that very day, then quickly work out the charges and raise the Business Center vouchers and pass it to the Front Office cashier for posting.
在电脑中查询客人的姓名和房间号码，如果客人预计在当天退房，那么就立即算出费用并填写商务中心转帐单，然后交给前台收银计入客人账。
Pack the documents into an envelope and prepare the airway bill.
将文件装入信封并填写航空邮递费用单。
To make charges, refer to the courier service book for guests and add on our handling fee to the total.
在邮政快递服务的收费基础上需要加收饭店的手续费。
IDD/Collect Calls
付费电话/对方付费电话
Procedures程序:
Obtain from guest
向客人询问以下信息:
∙ Guest name and/or room number
客人姓名/房间号码
∙ Overseas Telephone number
所要的电话号码
∙ Mode of payment
付款方式
Inform Telephone Operator:
通知总机：
∙ Room Account
转房间账
∙ Reverse Charge or Collect Call in which case we have a surcharge * (* TBA)
如果是对方付费电话，我们需要收取手续费.
Business Center Secretary should do the closing and keep sale in the remittance envelope and submit it to the ‘drop safe’ before leaving the hotel.
商务中心职员在下班离开饭店前，要将投款袋投入保险箱。
Overseas calls should be taken at the guest waiting area. If it is a Collect Call, call the Operator to connect.
如果客人拨打了国际长途，就请客人在能够接听电话的区域等候。如果是对方付费电话，就打电话给接线员，由接线员进行拨打。
Show the guest where to take the call.
向客人示意在哪里接听电话。
Upon completion, call the operator to find out the charge and ask for the name of Operator.
通话结束后，打电话给接线员询问费用问题并记录下接线员的姓名。
Receive payment from guest.
向客人收取费用.
Accept only Reminbi. Foreign currency can be changed at the cashier.
只收取人民币.外币要在收银处兑换.
Ensure that correct change is given to guest.
要确保找给客人正确的零钱.
Place the cash in a ‘Cash Box’.
将现金放在”钱箱内”.
Ensure that all furniture is ‘dust free’.
确保所有的家具没有灰尘。
Ensure that the Fax Machines, Photocopier Machines, Telephones, computers and printers are in working order.
确保传真机，复印机，电话，电脑和打印机处于良好工作状态。
Ensure that you have sufficient stock of stationeries.
确保商务中心有足够的办公用品。
Ensure that the working area is neat, no papers lying around.
保证工作区域整洁，周围没有纸屑。
Glass door is free from ‘finger prints’.
玻璃门没有指印。
All Business Books, Magazines, Newspapers, Brochures are properly placed.
所有商务中心的书籍，杂志，报纸，饭店宣传册要摆放整齐。
酒店管理实战资料大全更多尽在www.xqnjyw.com
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