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HSKP-SC-0018Recording all Guest Requests记录客人的要求

HSKP-SC-0018Recording all Guest Requests记录客人的要求

HSKP-SC-0018Recording all Guest Requests记录客人的要求

PROCEDURE程序:

1. All guest requests must be properly recorded in the Service Center Work Sheet with

the following details:

所有客人的要求,宾客服务中心员工都必须认真记录在宾客服务记录单上,内容包括

Date and time for the request客人提供要求的日期和时间

Room number客人房间号码

Guest name客人姓名

The request具体要求以及服务内容

Which Department/associate the request has been forwarded to将客人的要求转 达至哪个部门 /具体接听员工

Confirmation that the request has been delivered确认完成客人要求

Time the request was delivered要求完成的时间

Initials of the Service Center Staff who handled the request处理此项要求的宾

客服务中 心员工签名

2. The associate who answer the telephone from other section should be asked to call

back and confirm when the request has been delivered. If the Service Center did not

receive feed back within 10 mins, the Service Center need to confirm with the forward

associate again. The Service Center will then call the guest to ensure the guest is

satisfied. The Service Center Work Sheet should be updated accordingly.

负责接听宾客服务中心员工要求的相关部门员工需在完成客人要求后回电话告知宾客服

务中心如果相关部门在10分钟内未回电话给宾客服务中心,宾客服务中心员工应再次

打电话与相关部门接听电话的员工确认。最后宾客服务中心员工将打电话给客人以确保

客人满意。宾客服务记录单上的内容应根据工作进展不断更新、完成 。

HSKP-SC-0018Recording all Guest Requests记录客人的要求

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