Front Office SOP

STANDARD OPERATION
PROCEDURES
标准工作程序
SERVICE CENTRE
服务中心
JIALI HOTEL, JIANGSU
STANDARD OPERATION PROCEDURE
太仓嘉礼大酒店
标准工作程序
Task No. Description

工作代码描述
SC-1 Telephone Skill Standards
接听电话标准
SC-2 Handling Incoming Calls For Staff
处理内部电话
SC-3 Handling Written And Voicemail Messages
处理书面和语音留言
SC-4 Handling General Inquiries
处理一般的询问
SC-5 Handling Requests For Locators
处理客人位置的要求
SC-6 Handling Requests For a Private & Confidential Stay
处理客人秘密住店的要求
SC-7 Handling a ‘Do Not Disturb’ Request
处理“请勿打扰”的要求
SC-8 Handling Requests For Screened Calls
处理筛选电话的要求
SC-9 Receiving a Wake Up Call Request
叫醒服务的要求
SC-10 Giving a Wake Up Call
提供叫醒服务
SC-11 Handling a Group Wake Up Call
处理团队叫醒服务
SC-12 Complimentary Coffee/Tea for VIP, Horizon & Suite Room
Guests
为 VIP/豪华阁/套房客人提供免费咖啡/茶
SC-13 Handling Incoming & Outgoing Faxes
处理收到及外发的传真
SC-14 Delivery Of Guest Faxes And Messages
递送客人传真和留言
SC-15 Guest Paging Services
寻人服务
SC-16 Operator Assisted DDD/IDD Calls
接线员帮助处理 DDD/IDD 电话
SC-17 Handling a Room Change
处理换房程序
2
标准工作程序
SC-18 Handling Guest Complaints By Phone

处理客人的电话投诉
SC-19 Handling a Maintenance Request
处理设备维护要求
SC-20 Delivering Guest Room Amenities
递送客房备品
SC-21 Request For a Doctor
要求医务服务
SC-22 Giving Out Guest Information
向外部提供客人信息
SC-23 Grooming Standards
仪容仪表标准
SC-24 Rates for Manual Phone Charges
电话收费标准
SC-25 Back Ground Music
背景音乐
SC-26 Back Up Procedures
重启系统
SC-27 Emergency Procedures
紧急事件处理程序
SC-28 Emergency Procedures
紧急处理程序
3
标准工作程序
DEPARTMENT: Front Office JOB TITLE: Operator

部门：前厅部职称：总机
TASK NO: SC-1 ( Page 1 of 5 ) TASK : Telephone Skill Standards
工作代码：SC-1 （第一页，共五页）工作职责：接听电话标准
EQUIPMENT REQUIRED: Switchboard console
所需设备：总机控制台
WHAT TO DO HOW TO DO WHY
工作程序操作明细工作目的
1 Be alert and ready. Sit straight and pay attention to the To be ready and alert to greet
随时准备。 screen of the console. Always have a any guest that calls. Taking notes
pen and paper ready to take notes. is essential to prevent error.
坐端正并注意控制台屏幕。时刻准备时刻准备着接听客人电话。做好
好纸笔以便做笔记。笔记防止犯错。
2 Greet the caller and Answer the call within 3 rings and To keep and maintain the
offer with a pleasant tone. Smile when standards of our hotel.
assistance. speaking, following the below order: 遵循酒店的标准。
问候来电人并提供帮在三声振铃内以愉悦的声音接听电
助。话。说话时微笑，按以下程序接听电
话：
External Calls
外部来电
 Greet the guest.
问候客人。
 Identify the hotel.
说出酒店名字。
 Offer assistance.
提供帮助。
E.g. “Dood
morning/afternoon/evening,, JiaLi
Hotel, TaiCang, may I help you?”.
例如："上午好/下午好/晚上好，太仓
嘉礼酒店，有什么我能帮到您？”
Use caller’s name wherever possible.

尽可能用名字来称呼客人。
PREPARED BY: APPROVED BY:

制定批准
POSITION: FOM SIGNATURE/DATE POSITION: GM SIGNATURE/DATE
职位:前厅经理签字/日期职位：总经理签字/日期
4
标准工作程序

工作代码：SC-1 （第二页，共五页）工作职责：接听电话标准
2 Greet the caller and Internal Calls
offer 内部来电
assistance.  Greet and address the caller, if
问候来电人并提供帮 possible.
助。问候来电人，如有可能，记下来
（continue 继续）电人地址。
 Identify the department.
说出所属部门。
提供帮助。
E.g. “Good morning

/afternoon/evening, Mary speaking, how
may I assist you Mr/Mrs/Ms ___?.
例如：“上午好/下午好/中午好，我是
mary。有什么我能帮您的吗？先生/
女士/小姐 ”
Always speak clearly and naturally
using simple English/Chinese. Avoid
unnatural accents and slang and speak
directly into the mouthpiece. Express
friendliness and sincerity.
始终清晰亲切的使用简练的中英文问
候客人。避免不自然的口音，避免口
语，要直接对话筒说话。表现出友善
和真诚。
Speak at a normal and appropriate
pace at a consistent pace.
接听电话时，用语标准语速适中。
This is a show of respect.

Never rush or speak too fast. Be 这是对来电人的尊重。
3 Listen attentively. patient and do not interrupt the caller.
接听电话时要全神贯 Take down notes if there is a special
request.
注。
切记语速不能过快。耐心倾听，不要
打断来电人。如有特别要求，做好笔
记。
制定批准
职位：前厅经理签字/日期职位：总经理签字/日期
5
标准工作程序

工作代码：SC-1 （第三页，共五页）工作职责：接听电话标准
4 Repeat the request. Always repeat to the caller and To avoid misunderstanding and
重复要求。 confirm his/her requests or inquiries. allow clarification.
始终重复客人的留言，以确认他/她的避免并澄清误解。
要求。
Pause at intervals to allow guest to add
anything he/she may have missed.
做必要的暂停，使客人能够添加他/她
遗漏的信息。
5 Never to the following. Never say ‘No’ to the guest as we To maintain courteousness and
决不要犯以下错误。 should ALWAYS offer our assistance politeness to guests at all times
as best possible. as a reflection of the high levels
决不能对客人说“不”，要始终尽我 of service of the hotel.
们最大的努力帮助客人。始终以谦恭礼貌的态度表现出酒
Never raise your voice, never shout, 店高水平的服务。
never argue, and never be rude over
the phone. The hotel operator is often the
决不能在通话时提高嗓音，不能吼 first person to come into contact
叫，不能和客人争论，不能粗鲁。 with the guest and hence, the
If the guest is unruly, refer him to your leaves the first and the most
manager/superior and inform the lasting impression on the guest.
manager/ superior of the situation. 酒店的总机服务员通常是和客人
如果客人蛮横无礼，告诉经理或主接触的第一个人，因此要给客人
管，由客人或主管来处理。留下良好而持久的第一印象。
6 Use MAGIC words. Always use words like, ‘Thank you’,

使用另客人惊喜的词 ‘Please’, ‘My pleasure’, etc..
语。始终使用诸如这样的词语，“谢
谢”，“请”，“我很乐意”等等。
7 Transfer the call. If the call is for an in-house guest, Ask for permission and
转接电话。 always verify the name and room acknowledge the caller’s
number against the system before response.
connecting the call. 询问许可，并对客人的来电做出
如果电话是打给住店客人，在转电话回应。
前始终要询问姓名和房号，并在系统
中核对。

制定批准
6
标准工作程序

工作代码：SC-1 （第四页，共五页）工作职责：接听电话标准
7 Transfer the call. If the caller has to be put on hold,
转接电话。 inform the caller that you are going to
（continue 继续） do so and explain the reason to
him/her. Use phrases such as, One
moment please, Mr/Mrs/Ms ___, I will
check the information for you”.
如果来电人电话转为等待状态，告诉
来电人将为他转电话，做必要的解
释。使用以下用语：“请稍等，___先
生/女士/小姐，我将为您查询一下信
息。”
When transferring a call, do so by To ensure that the call has been

acknowledging the end of the transferred to the right person/
conversation with your action. E.g. department.
“One moment please Mr/Mrs/Ms ___, 确保电话转给正确的人/部门。
I’ll connect your call now. Thank you
for calling”.
转电话时，通过规定的语言表明即将
结束电话。例如：“请稍等，___先生
/女士/小姐，我马上为您转电话。感谢
来电。”
8 Answer ring back calls For calls to hotel guests, if the call
to the console. bounces back (extension/room line
回复打到控制台的电 engages or no answer from the call),
pick up the call again and inform the
话。
caller of the situation.
对于打给酒店客人的电话，如果电话
又被转回来，（线路正忙或无人接
听），再一次接起电话并告知来电人
情况。

制定批准
7
标准工作程序

工作代码：SC-1 （第五页，共五页）工作职责：接听电话标准
8 Answer ring back calls Offer to leave a text message or voice
to the console. mail, or request the guest to call back
回复打到控制台的电 again. E.g. “I’m sorry Sir/Madam,
话。 Mr/Mrs/Ms ___ is not in the room now,
(coutinue 继续) would you like to leave a message or
call back later?”.
提供书面或语音留言，或让来电人稍
候再打。例如：“我很抱歉，先生/女
士，___先生/女士/小姐，目前不在房
间，您是留言，还是稍候再打？”
For calls to internal staff, offer to Note that message taking for
locate someone else who could be of administrative staff should be
assistance. E.g. “I’m sorry, Mr/Mrs/Ms kept to the minimum.
___ is not in his/her office at the 尽可能减少给行政管理人员的留
moment, would you like to speak to 言。
someone else?”.
对于打给内部员工的电话，询问是否
能够让其他人提供帮助。例如：“很
抱歉，___先生/女士/小姐现在不在办
公室，您能找其他人帮忙吗？”
Let caller know that you have not
DO NOT put the caller on hold for forgotten about him/her and keep
more than 30 seconds. Stay on the line the caller updated.
until the connection has been made. 使来电人知道你没有忘记他/她。
不要让来电人等待超过 30 秒。直到电
话连通后才能挂断。
9 Thank the caller and
end the conversation. Always thank the guest for calling
感谢来电人，结束通 and close the conversation before
话。 putting down the line.
每次结束通话前要感谢客人的来
电。
Always hang up the phone only
AFTER the caller has left the line.
只有当来电人挂断电话后才能挂电
话。
制定批准
8
标准工作程序

TASK NO: SC-2 ( Page 1 of 2 ) TASK : Handling Incoming Calls for Staff
工作代码：SC-2 （第一页，共二页）工作职责：处理内部电话
EQUIPMENT REQUIRED: Switchboard console/
所需设备：总机控制台/
1 Answer the call. As per standard procedure, answer the
接听电话。 call within 3 rings. Be courteous and
smile while speaking to the guest.
Follow the procedure as following:
根据标准工作程序，三声振铃内接起
电话。接电话时要面带微笑，谦恭有
礼。按以下流程操作：
 Greet and address the caller, if
possible identify the department.
问候客人，如有可能记下来电人
的部门。
提供帮助。
2 Explain the situation. Listen to the request and do not All callers are still considered
解释情况。 interrupt the caller. Explain to the guests and courtesy and
caller that personal calls can’t be hospitality must be extended at
transferred during working hours as all times.
per the hotel’s policy. As this is a 所有的来电人也应当作为酒店
sensitive issue, extreme care and 客人来尊重，不论何时都应当
caution must be practiced. Use the 表现出谦恭和好客。
phrase, “I am sorry Sir/Madam,
personal calls are not allowed to be
transferred during working hours. If it
is urgent, I may transfer you to the
department head”.
倾听要求，不要打断客人。向来电
人解释根据酒店规定，工作时间不
能转接私人电话。此敏感事宜需特
别注意。使用以下语言回复，“我
很抱歉先生/女士，工作时间不能转
接私人电话。如果您有很紧急的事
情，我可以把电话转给部门主
管。”

制定批准
9
标准工作程序

TASK NO: SC-2 ( Page 2 of 2 ) TASK : Handling Incoming Calls for Staff
工作代码：SC-2 （第二页，共二页）工作职责：处理内部电话
EQUIPMENT REQUIRED: Telephone
所需设备：电话
2 Explain the situation. If it is an urgent or emergency call, In the event of an emergency, the
解释情况。 transfer the call to the relevant department head must verify the
（continue 继续） department head and inform him/her situation and handle the problem
of the situation. Request permission accordingly.
from the caller before doing so. 如有紧急情况发生，部门主管必
如果使紧急电话，把电话转到相关须核实事件的真实性，并做出相
部门的主管处，并说明情况。在这应的处理。
样做之前要得到来电人的许可。

制定批准
10
标准工作程序

TASK NO: SC-3 ( Page 1 of 5 ) TASK : Handling Written and Voicemail Messages
工作代码：SC-3 （第一页，共五页）工作职责：处理书面和语音留言
EQUIPMENT REQUIRED: Switchboard console/Voicemail system/Pen/Paper
所需设备：总机控制台/语音留言系统/笔/纸
1 Answer the call. Answer the call within 3 rings and As per standard procedure.
接听电话。 greet the guest courteously. Always be 根据标准工作程序。
polite and offer assistance according to
the standard procedure in handling
calls.
三声振铃内，礼貌的问候客人。根据
标准程序处理来电，始终保持谦恭有
礼的态度，提供帮助。
2 Offer assistance.
提供帮助。 Don’t interrupt the caller and be
attentive to details. Transfer the call
immediately. If the guest is not
reachable or if the caller would like to
leave a message, inquire whether
he/she would like to leave a voicemail
or a written message.
不要打断来电人，注意来电人所讲细
节。迅速的转电话。如果电话不能接
通，或来电人希望留言，询问他/她是
Voicemail
需语音留言还是书面留言.
语音留言
1 Leave a voicemail. Always suggest the caller to leave
语音留言。 a voicemail as it is a direct
If the caller would like to leave a connection to the guest. This is
voicemail, inform the guest that you more accurate and efficient.
would transfer the call again to the 通常建议来电人使用语音留言，
guest voicemail system. Say, “One 因为可以直接和客人联系。这同
moment please, I will transfer you 时能保证信息的正确和效率的提
through. You may leave a voicemail 高。
message after the tone. Thank you for
calling”.
如果来电人想要语音留言，告诉客人
你会把电话再次转到客人的语音留言
系统。告知客人：“请您稍等。我将
把电话直接转至语音系统。在提示音
后您能直接留言。感谢来电。”

制定批准
11
标准工作程序

工作代码：SC-3 （第二页，共五页）工作职责：处理书面和语音留言
2 Retrieve a voicemail. If the guest would like to retrieve his/her
接听语音留言。 voicemail from the room, inform the guest to
press ‘1’. E.g. “Mr/Mrs/Ms ___, please press
‘1’ to receive your voicemail”.
如果客人想要接听他/她的语音留言，告诉
客人，按“1”号键。如：“___先生/女士/
小姐，请按‘1’号键接听您的留言。”
If the guest is calling from outside the hotel Ensure that the caller is the
and would like to retrieve his/her voicemail, person he/she claims before
confirm the guest’s name and room number connecting the person to the
in the system. Inform the guest to hold on voicemail system.
and connect the call to the voicemail system. 在帮客人连接至语音留言系
Say, “One moment please, I will connect your 统前，确保来电人是他/她声
call to voicemail system. Thank you for
称的人。
calling”.
如果客人是在酒店外打电话，希望接听他/
她的留言，在系统中确认客人的姓名和房
号。告诉客人稍等，并把电话接到语音留言
系统。说，“请您稍等，我将帮您把电话转
到语音留言系统。感谢来电。”
3 Handle the complaint. Voicemails can only be

处理投诉。 If the guest complaints that the message deleted by the guest
recorded was terminated half way, explain personally after retrieval.
to the guest that could be due to the caller 语音留言只有客人本人听过
speaking too softly, or because the caller 之后才能删除。
accidentally pressed a key and terminated
the recording. If the guest complaints that all
that was heard was silence or noisy tones,
explain to the guest that this is probably
because the caller did not record the
message.
如果客人投诉语音留言中途停止，向客人解
释也许是因为来电人说得过快，或来电人不
小心按错了键而停止了记录。如果客人抱怨
完全不能听清留言，或留言很嘈杂，向客人
解释可能是来电人的留言没有记录。
制定批准
12
标准工作程序

工作代码：SC-3 （第三页，共五页）工作职责：处理书面和语音留言
EQUIPMENT REQUIRED: Switchboard console/Voicemail system/ Pen/Paper
Written Message
书面留言
1 Note down the details. Always have a pen and a paper To ensure that the guest receives
记录下细节。 available at hand. Listen carefully to the exact details of the message.
the message given and take down the 确保客人看到的留言的准确性。
following details:
始终在手边准备好纸笔。仔细倾听，
记录下以下细节：
 Name & room number of the
receiver.
接收人的姓名和房号。
 Name of the caller (& company).
来电人的姓名（和公司）
 Contact number of caller.
来电人的联系号码。
 Content of message.
信息内容。
2 Repeat the message. Repeat the details back to the caller

重复留言。 and the content of the message to
ensure accuracy.
跟来电人重复细节，和留言内容以确
保留言的准确性。
3 Input the message into The data should be entered into the
the system. computer immediately according to the
在系统中输入留言内 standard format:
容。数据必须根据标准工作流程，立刻输
入电脑。

制定批准
13
标准工作程序

工作代码：SC-3 （第四页，共五页）工作职责：处理书面和语音留言
3 Input the message into Dear Mr/Mrs/Ms ___, Note that once a message is keyed
the system. into the system, the message light
在系统中输入留言内 Kindly be informed that Mr/Mrs/Ms in the guest room will flash to
容。 ___ called to postpone the inform the guest that there is a
（continue 继续） appointment from 15: 00hrs to message waiting for him/her.
16:00hrs. His/her contact number is 一旦有留言存入系统，客人房间
12345678. Thank you and have a 内的留言灯就会闪烁，以提醒客
pleasant day. 人他/她有留言。
Hotel Operator
尊敬的女士/小姐：
___先生/女士/小姐给您留言，将
15 点的约会推迟至 16 点。他/她的联
系号码是 12345678。谢谢，祝您愉
快。
酒店接线员
Always indicate the name of the So that the guest may know who
person taking the message. to refer to if queries arise.
始终写出接收人的姓名。如有问题客人知道能找谁。
Use the standard text format in the
system as often as possible.
尽可能在系统中使用标准文本格式。
4 Check the message and Check the message to ensure that it is

print. correct and print it for delivery.
检查留言并打印。检查留言确保准确，打印并送给客
人。
5 Retrieve the message. All printed messages will be delivered

接听留言。 to guest rooms according to schedule.
If the guest calls back to check on the
message, check for text messages in the
system.
所有打印出的留言根据时间送至客人
房间。如果客人回电检查留言，在系
统中检查是否有留言。
制定批准
14
标准工作程序

工作代码：SC-3 （第五页，共五页）工作职责：处理书面和语音留言
5 Retrieve the message. For printed messages, check if it has
接听留言。 been delivered to the room. If not,
（continue 继续） inform the guest that it will be
delivered immediately. If the guest
requests for the information over the
phone, read out the message as
printed. Also inform guest the time the
message was taken (as indicated in the
system).
检查打印出的留言是否送至客人房
间。如果没有，告诉客人会立刻送至
房间。如果客人要在电话里获得留
言，读出打印出来的留言。同时告诉
客人记录下留言的时间（系统内会有
显示）。
All handwritten messages should
For hand written messages, explain be indicated in the system by the
that the message should be sent to the receiver for record purposes.
room. If not, check and locate the 所有的书面留言在系统中都应当
message for immediate delivery. 有所记录，以便接收人检查。
书面留言应送至客人房间。如果没
有，检查留言并立刻送至客人房间。
For voicemail messages, transfer the

call through to the voicemail system.
语音留言转至语音留言系统。

制定批准
职位：前厅经理签字/日期职位：总机签字/日期
15
标准工作程序

TASK NO: SC-4 ( Page 1 of 2 ) TASK : Handling General Inquiries
工作代码：SC-4 （第一页，共二页）工作职责：处理一般的询问
1 Answer the call. Answer the call within 3 rings and
接听电话。 greet the guest courteously. Always be
calls.
2 Offer assistance.
提供帮助。 If the guest is not looking for anyone in
particular or does not know who to
look for to assist, offer your assistance
immediately.
如果客人没有指定找谁或不知道找谁
寻求帮助，立刻提供你的帮助。
3 Give the information. Assistance must be accorded as
提供信息。 If the caller would like to know about best possible. Staff must try every
the current promotions, offer as much means to assist the guest.
information to the caller as possible. 尽最大努力帮助来电人。员工必
如果来电人想知道当前的促销信息，须尽所能的方法来帮助客人。
提供尽可能多的信息给他。
If the caller is asking details pertinent

to another department, apologize and
inquire if you may put the caller to the
respective department for clearer
information. E.g. “I am sorry
Sir/Madam, I am not sure of the
information. May I forward your call to
the respective department?”.
如果来电人询问相关部门的细节，道
歉并询问你是否客人把电话转至相关
的部门，以便获得更详细的信息。例
如：“我很抱歉，先生/女士，我不是
很清楚这方面的信息。我能把您的电
话转至相关部门吗？”

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16
标准工作程序

TASK NO: SC-4 ( Page 2 of 2 ) TASK : Handling General Inquiries
工作代码：SC-4 （第二页，共二页）工作职责：处理一般的询问
3 Give the information. Request the caller to hold on and call
提供信息。 the respective department, e.g. Sales,
（continue 继续） F&B outlets, Business Center, etc., and
request the staff to speak to the caller
pertaining the inquiry. Speak to the
caller once again and inform him/her
who the call would be put to, and in
which department. E.g. “Sir/Madam, I
will transfer your to Mr/Ms ___ from
the ___ department. One moment
please. Thank you for calling”.
请客人稍等并致电相关部门。例如：
销售部，餐饮部，商务中心等等。请
员工直接回答来电人的问题。告诉来
电人将把电话转给哪个部门的哪位员
工。例如：“先生/女士，我将把您的
电话转给___ 部门的___先生/女士。请
稍等，感谢来电。”
4 Refer to the manager. If the caller could not obtain the Do not entertain unruly calls.
向经理报告。 relevant information, or if it is a Hand over to the Duty Manager
problematic call, request to put the call immediately.
through to the Duty Manager. Page for 如接到蛮横无礼的电话，立即转
the DM and request to transfer the 给值班经理处理。
call.
如果来电人没有获得相关信息，或有
疑问，请来电人稍等并把电话转给值
班经理。传呼值班经理报告此事并转
电话。

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17
标准工作程序

TASK NO: SC-5 ( Page 1 of 4 ) TASK : Handling Requests for Locators
工作代码：SC-5 （第一页，共四页）工作职责：处理客人位置的要求
EQUIPMENT REQUIRED: Switchboard console/Daily action form
所需设备：总机控制台/日常行为表
calls.
2 Offer assistance.
提供帮助。 Do no interrupt the caller and be
attentive to details. Inquire how you
could be of assistance to the caller.
不要打断来电人，注意来电人所讲细
节。询问来电人你能提供什么帮助。
3 Take the request. To obtain specific requests and
获知要求。 The guest informs that he/she will be at not to disturb the caller
a certain place at a certain time, and unnecessarily.
would like all callers or visitors 获得详细而准确的要求内容，不
informed. Ensure the following 必要时不要打断来电人。
information is obtained:
客人希望所有的来电人和来访者能在
特定的时间特定的地点找到他。确保
获得以下信息：
 Guest name and room number.
客人姓名和房号。
 Guest’s whereabouts.
客人的位置。
 Date and time of locations
(leaving & returning).
所在位置的逗留时间（离开和返
回时间）。
 Action to be taken (message to
callers).
采取行动（给来电人的信息）。

制定批准
18
标准工作程序

工作代码：SC-5 （第二页，共四页）工作职责：处理客人位置的要求
3 Take the request. If the guest is within the hotel premise,
获知要求。 inquire if he/she would like all
（continue 继续） calls/visitors directed there. If not,
callers and visitors will just be
informed where the guest is and what
time he/she will return.
如果客人在酒店内，询问客人是否介
意直接把来电人电话转至房间或直接
让来访者进入房间。如果不是，仅仅
告知来电人/来访者客人在哪里，以及
他/她回来的时间。
4 Repeat the details. Always repeat the details obtained to

重复细节。 ensure accuracy and clarity. E.g.
“Mr/Mrs/Ms ___, as mentioned, you
will be at the ___ from ___ m/pm to
___am/pm, and would like all callers
and visitors directed there. Is that
correct?”.
始终重复获得的信息细节，以保证正
确和清晰。例如：“___先生/女士/小
姐，如您所说，您将在___从 ___点到
___点，并希望所有的来电人和来访者
都能直接找到您，对吗？”
Assure the guest that the instructions

will be carried out accordingly. Thank
the guest for calling and wish him/her
a pleasant day.
确保客人的要求能够得到执行。感谢
客人来电，并祝他/她愉快。

制定批准
19
标准工作程序

工作代码：SC-5 （第三页，共四页）工作职责：处理客人位置的要求
5 Program the console. Program the console so that the guest’s This ensures that all internal and
输入控制台。 telephone line is barred and all calls external calls come through to the
will automatically revert to the Operator.
operator. 此程序确保所有的外部和内部电
把客人的要求输入控制台，这样客人话都能通过总机接线员。
的电话就被禁止打入，所有的来电会
自动转到总机。
6 Insert locator into the Under the Telephone Operator A locator cannot be stored after
Opera system. module, select ‘Locator’ and key in the 2400hrs and must be keyed in
把客人的位置信息输入 relevant information into guest’s again for an overnight duration.
Opera 系统。 profile. E.g. ‘At the ___ from 表明位置的服务不能零点以后储
___am/pm until ___am/pm’. Insert the 存，过夜后必须重新输入。
date manually.
根据电话接线员的工作流程，选择
“Locator”键并输入把相关信息输入
客史档案。例如：在___从___点至___
点。手工输入日期。
Ensure follow up is done if the guest

wishes to leave a locator overnight.
确保做好跟进服务，如果客人希望方
位服务过夜的话。
7 Note all details on the

white board and the Write all the details on the white board
Daily Action Form. so that all staff is aware. Record it into
把所有的细节记录在白 the Daily Action Form as well.
板和日常行为单上。把所有的细节记录在白板上，方便所
有员工都能知道。同时记录在日常行
为表上。

制定批准
20
标准工作程序

工作代码：SC-5 （第四页，共四页）工作职责：处理客人位置的要求
8 Inform callers of When there is a call/visitor for the
guest’s location. guest, promptly inform him/her where
告诉来电人客人的位 the guest is and when he/she will be
置。 back. Or, inform the caller where the
guest is and that you will transfer the
call accordingly.
如果有人来电或亲自寻找客人，立刻
告诉他/她客人的位置，以及客人什么
时候回来。或者，告知来电人客人在
哪，您将为他转接电话。
Always encourage voicemails for

If the caller does not want to disturb accuracy and efficiency.
the guest, offer the caller to leave a 始终鼓励语音留言，以保证正确
message through the voicemail or a 性和有效性。
printed message.
如果来电人不想打扰客人，可向他提
供语音留言或书面留言服务。

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21
标准工作程序

TASK NO: SC-6 ( Page 1 of 4 ) TASK :Handling Requests for a Private & Confidential Stay
工作代码：SC-6 （第一页，共四页）工作职责：处理客人秘密住店的要求
所需设备：总机控制台/日常工作表格
Request for a P&C Stay
要求秘密入住
1 Obtain the detailed Upon receiving a request for a
instructions. Private and Confidential (P&C) stay,
获得细节信息。 obtain specific instructions from the
guest and write it down.
如果客人要求私人保密入住，从客
人处获得详细而准确的信息，并记
录下来。
Inquire if any other person is aware
of the guest’s stay, or if there is any
call from specific persons that the
guest would like to receive. Also
obtain instructions for urgent or
emergency situations.
询问客人是否有其它人知道客人入
住，或是否某些特别的人打来的电
话客人是可以接的。同样要获得遇
到紧急情况时客人想要如何处理的
信息。
Under no circumstances inquire why
the guest wishes a P&C stay.
决不能向客人询问为什么想要秘密
入住的服务。
2 Repeat the instructions. To ensure clarity and accuracy of
重复信息。 Always repeat the instructions so instructions.
that the situation is clear. E.g. “May I 确保信息的清楚和准确。
repeat your instructions Mr/Mrs/Ms
___? Only calls from Mr ___ will be
passed through. We will inform all
other callers/visitors that you are not
staying with us. Is that correct?”.
始终重复客人的要求，避免误解。
例如：“___先生/女士/小姐，能让
我重复一下您的要求吗？只有___先
生打来的电话您才接。我们将会告
知其它所有的来电人/来访者您不住
在我们酒店。对吗？”
制定批准
22
标准工作程序

工作代码：SC-6 （第二页，共四工作职责：处理客人秘密住店的要求
页）
EQUIPMENT REQUIRED: Switchboard console/ Daily action form
所需设备：总机控制台/日常工作单
2 Repeat the instructions. Thank the guest for calling and
重复信息。 assure him/her that the instructions
（continue 继续） will be followed through accordingly.
感谢客人来电，并且保证他/她的要
求会得到执行。
3 Program the console. Program the console so that the This ensures that all internal and
输入控制台。 guest’s telephone line is barred and external calls come through to the
all calls will automatically revert to Operator.
the operator. 此程序确保所有的外部和内部电话
把客人的要求输入控制台，这样客都能通过总机接线员。
人的电话就禁止打入，所有的来电
会自动转到总机。
Program a Locator and indicate
that it is a P&C stay for the
duration. In the Reservation Note,
4 Insert a locator and input all instructions obtained from
update the system the guest.
immediately. 输入系统，在客人住店期间标明是
输入信息并立刻在系统秘密入住。在预约单上记录客人的
中更新。要求。
Ensure that the locator is continually
programmed for the duration of the
P&C stay.
客人如要求秘密入住确保他的方位
信息得到不断的更新。
Write all the details on the white

board so that all staff is aware. Also
5 Note all details on the log this down in the Daily Action
white board and the Form.
Daily Action Form. 把所有的细节记录在白板上，以便
把所有的细节记录在白所有员工都能知道。同时记录在日
板和日常工作单上。常工作单上。

制定批准
23
标准工作程序

工作代码：SC-6 （第三页，共四页）工作职责：处理客人秘密住店的要求
Handling a Call for a
P&C Stay
处理要求秘密入住的电
话。
接听电话。 greet the guest courteously. Always
be polite and offer assistance
according to the standard procedure
in handling calls.
三声振铃内，礼貌的问候客人。根
据标准程序处理来电，始终保持谦
恭有礼的态度，提供帮助。
2 Inform that the guest is Do no interrupt the caller and be

not registered. attentive to the request. Speak clearly
告知来电人客人没有登 in a pleasant tone and apologize to
记入住。 the caller informing him/her that the
guest is not in house. E.g. “I am sorry
Sir/Madam, we do not have a
Mr/Mrs/Ms ___ registered with us”.
不要打断来电人，仔细倾听客人的
要求。以清晰愉悦的声音接听电
话。向来电人道歉他/她找的客人未
在酒店入住。例如：“我很抱歉先
生/女士，___先生/女士/小姐未在本
酒店入住。”
3 Entertain the caller’s If the caller asks to check again, put The caller must be assured that the
request to check. the caller on hold and inform answer given is correct and
核查来电人信息。 him/her that will do so accordingly. accurate. Handle the caller in a
Say, “One moment please, Sir/ courteous and polite manner.
Madam, I will check again”. 必须保证给予来电人的信息是准确
如果来电人要求再次查询，使来电的。用谦恭有礼的态度处理来电。
人等待，并告诉他/她你会再次查
询。告知客人：“请您稍等，先生/
女士，让我再查一遍。”

制定批准
24
标准工作程序

工作代码：SC-6 （第四页，共四页）工作职责：处理客人秘密住店的要求
4 Offer other assistance Offer the caller the option to leave a
to the caller. message if the guest checks in. Say,
为来电人提供其它帮 “Although Mr/Mrs/Ms ___ is not registered
助。 with us, would you like to leave him/her a
message? We will pass it to him/her if he/she
checks in later?”.
向来电人建议是否留言，如果日后客人登
记入住可传达给客人。例如说：“虽然
___先生/女士/小姐尚未入住本酒店，但是
您是否乐意留言，以便日后___先生/女士/
小姐登记入住时我们把消息转交给他/
她？”
5 Inform the guest of the

situation. Take down the message as requested by the
告知客人情况。 caller. Call the guest and apologize for
disturbing him/her. Explain the situation to
him/her before passing the message over.
根据来电人的要求记录留言。给客人打电
话，首先因为打扰了客人向他/她道歉。向
客人说明情况，再把留言告诉客人。

制定批准
25
标准工作程序

TASK NO: SC-7 ( Page 1 of 3 ) TASK : Handling a ‘Do Not Disturb’ Request
工作代码：SC-7 （第一页，共三页）工作职责：处理“请勿打扰”的要求
所需设备：总机控制台/日常行为单
calls. Inquire how you could be of
assistance to the caller.
礼的态度，提供帮助。询问客人需要
什么样的帮助。
2 Take the request. If the guest requests not to receive any Obtain specific instructions so
获得要求。 calls for a certain period of time, that the guest is not disturbed
obtain the relevant information: unnecessarily.
如果客人要求在特定的时间内不想接获得准确的信息，保证客人不用
听任何电话，询问客人以下相关信受到不必要的打扰。
息：
 DND time.
不希望被打扰的时间段。
 Reason to be given if someone
calls.
如果有人来电，拒绝接听的原
因。
Inquire specifically if the instructions

are for all calls, or if the guest would
like to take overseas and urgent calls.
仔细的询问客人是否拒绝所有的来
电，或是否愿意接听国际长途或紧急
来电。
Inquire also if the guest would like

messages to be taken on his/her behalf
for that time period.
询问客人在他要求提供请勿打扰的时
间段内，能否将重要留言递送给他。
制定批准
26
标准工作程序

工作代码：SC-7 （第二页，共三页）工作职责：处理“请勿打扰”的要求
3 Repeat and confirm the Ensure that the details are correct and
details. reconfirm this with the guest by
重复和确认细节。 repeating it. E.g. “Mr/Mrs/Ms ___, may
I repeat the instructions? You request
not to be disturbed from now till
___am/pm, and this includes even
overseas and urgent calls. If there is a
call for you, we will inform the caller
that you are having a meeting.
Messages will be taken on your behalf
during this period of time. Is that
correct?”.
确保细节的准确性，通过重复确认客
人的要求。例如：“___先生/女士/小
姐，能让我重复一下您的要求吗？您
希望从现在直到___上午/下午不希望
被打扰，包括不接听国际和紧急电
话。如果有人给您打电话我们将告知
来电人您正在开会。如有重要信息，
我们将及时递送给您。对吗？”
Thank the guest for calling and assure

him/her that the instructions will be
carried out accordingly.
感谢客人来电，并保证他/她的要求会
得到执行。
4 Program the console. To avoid any calls being
输入控制台。 Program the console so that the guest’s transferred to the guest room by
telephone line is barred and all calls others.
will automatically revert to the 避免其他人把任何电话转入客人
operator. 房间。
把客人的要求输入控制台，这样客人
的电话就禁止打入，所有的来电会自
动转到总机。

制定批准
27
标准工作程序

工作代码：SC-7 （第三页，共三页）工作职责：处理“请勿打扰”的要求
5 Insert a locator and Program a Locator and indicate that So that all are aware and guest’s
update the system the guest does not wish to be disturbed privacy is maintained.
immediately. during that period of time. In the 便于所有人看到客人要求，保证
插入信息并立刻在系统 Reservation Note, input all instructions 客人的隐私得到维护。
中更新。 obtained from the guest.
记录客人要求，标明客人在特定时间
内不希望被打扰。在预订记录上，记
录从客人那里获得的所有信息。
6 Note all details on the Write all the details on the white board
white board and the so that all staff is aware. Also log this
Daily Action Form. down in the Daily Action Form.
把所有的细节记录在白把所有的细节记录在白板上，方便所
板和日常工作单上。有员工都能知道。同时记录在日常行
为表上。
7 If a call is received for If a call is received during the Indicate the time for the caller to
the guest. “ DND” period, inform the caller call back as given by the guest.
如果接到打给客人的电 according to the guest’s instructions, 告知来电人客人可以接受来电的
话。 E.g. having a meeting. E.g. “I am sorry 时间。
Sir/Madam, Mr/Mrs/Ms ___ is having a
meeting now and wishes not to be
disturbed. Would you like to leave a
message or call back later at around
____am/pm?”.
如果是在客人要求的请勿打扰的时间
段内的来电，根据客人的要求回复来
电人。例如：客人正在开会，回复
说：“我很抱歉先生/女士，___先生/
女士/小姐正在开会，不希望被打扰。
我能帮您留言吗？或者您稍候大约在
___上午/下午再打来？”
If the caller would like to leave a
message, take down the message as per
standard procedure.
如果来电人希望留言，根据标准程序
记录下留言内容。

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28
标准工作程序

TASK NO: SC-8 ( Page 1 of 5 ) TASK : Handling Requests for Screened Calls
工作代码：SC-8 （第一页，共五页）工作职责：处理筛选电话的要求
Request Calls to be
Screened
客人要求筛选电话
1 Obtain the detailed Upon receiving a request from the
instructions. guest for calls to be screened, obtain
获得客人要求的细节。 specific instructions for the task and
write it down. Ask specifically whether
the guest wants to know that there is a
call before deciding to accept it or
decline it, or if he/she would like the
details of the person calling. Obtain the
following details from the guest:
如果客人要求过滤电话，获得客人的
详细要求并记录在便签本上。在接受
或拒绝电话之前，要仔细询问客人是
否接听电话，或者他/她是否想知道私
人电话的细节。获得客人的以下信
息：
 Screen time.
筛选时间。
 Screen duration (entire stay or
not).
筛选持续时间（是否全部筛
选）。
Under no circumstances inquire why
the guest wishes his/her calls to be
screened.
在任何情况下都不能询问客人为什么
2 Repeat the instructions. 想要筛选电话。 To ensure clarity and accuracy of
重复要求。 instructions.
Always repeat the instructions so that 确保客人要求的清楚和准确。
the situation is clear.
始终要重复客人的要求，以保证弄清
情况。
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工作代码：SC-8 （第二页，共五页）工作职责：处理筛选电话的要求
2 Repeat the instructions. E.g. “May I repeat your instructions
重复要求。 Mr/Mrs/Ms ___?. All calls will be screened
（continue 继续） for the entire duration of your stay, and you
would also require the name of the person
calling and his/her company name. Is that
correct?”.
例如：“___先生/女士/小姐，能让我重复
一下您的要求吗？在您住店期间所有的电
话都需要筛选，同时要帮您询问来电人姓
名和公司名称，对吗？”
Thank the guest for calling and assure
him/her that the instructions will be
followed through accordingly.
感谢客人来电，并且保证他/她的要求会得
到执行。
3 Program the console. This ensures that all internal

输入控制台。 Program the console so that the guest’s and external calls come
telephone line is barred and all calls will through to the Operator.
automatically revert to the operator.把客人此程序确保所有的外部和内
的要求输入控制台，这样客人的电话就禁部电话都能通过总机接线
止打入，所有的来电会自动转到总机。员。
Program a Locator and indicate that all

4 Insert a locator and calls are to be screened. Also input the
update the system specific instructions. In the Reservation
immmediately. Note, input all instructions obtained from
输入信息并立刻在系统 the guest as well.
中更新。在系统中标明所有来电都需要筛选。同时
输入详细而准确的要求。在预订单上输入
客人的要求。
Ensure that the locator is continually
programmed for the duration of the P&C
stay.
确保客人在秘密入住期间，信息得到及时
的更新。

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工作代码：SC-8 （第三页，共五页）工作职责：处理筛选电话的要求
5 Note all details on the Write all the details on the white board
white board and the so that all staff is aware. Also log this
Daily Action Form. down in the Daily Action Form.
把所有的细节记录在把所有的细节记录在白板上，方便所
白板和日常工作有员工都能知道。同时记录在日常行
单上。为表上。
Handling a Screened Call

处理筛选电话要求
calls.
2 Inquire the callers Tact and diplomacy is vital to

name (and other The operator has to be very polite and ensure that the caller is not aware
information as required diplomatic and request for the caller’s that his/her call is being screened.
by the guest). name and company. E.g. “May I have 熟练的接听电话非常重要，这样
询问来电人姓名（和其 your name please, and where are you 可避免来电人认为自己的来电被
他客人要求的信息）。 calling from?”.
筛选。
接线员应当礼貌而熟练的询问来电人
姓名和公司名称。例如：“能告诉我
您的名字和公司名称吗？”
Do not let the caller know that the

3 Put the call on hold. Thank the caller and inform the caller guest has asked for his/her calls
请来电人等待。 to hold on for a while. E.g. “Thank you to be screened.
Mr/Mrs/Ms ___. Would you hold one 不要让来电人知道客人要求筛选
moment please?”. 电话。
感谢来电，并请来电人稍等片刻。例
如：“___先生/女士/小姐感谢来电，
请您稍等。”

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工作代码：SC-8 （第四页，共五页）工作职责：处理筛选电话的要求
3 Put the call on hold. If the caller does not want to identify
请来电人等待。 himself/ herself, request for him/her to
（continue 继续） hold. Call the guest and inform
him/her of the situation and seek
his/her advice.
如果来电人不想留下姓名，请他/她稍
等。打电话给客人告知情况，征询他/
她的意见。
Call the guest room. inform the guest

4 Call the guest and of the call on hold and the name and
inform that there is a company of the caller.
caller on the line. 打电话到客房,告诉客人有人正等候通
打电话给客人，告知有话，告知来电人姓名和公司名称。
人找他。
Ask the guest if he/she would like to
accept it. If yes, put the call through. If
not, seek the advice of the guest for a
reason to end the call.
询问客人是否要接此电话。如要，接
通电话。如不要，询问客人拒绝电话
的理由。
After clarifying with the guest, speak

5 Return to the caller on to the caller and thank him/her for
hold. waiting. Inform the caller that the line
把电话转回来电人处。 will, or will not be put through, and
the reason following. Offer to take a
message if it is the latter.
问清情况后，告诉来电人感谢他/她等
待。告知来电人将接通或挂断电话。
如果是后者，告知原因，并提供留言
服务。

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工作代码：SC-8 （第五页，共五页）工作职责：处理筛选电话的要求
5 Return to the caller on E.g. “Thank you for waiting Mr/Mrs/Ms
hold. ___. I will connect your call to
把电话转回来电人处。 Mr/Mrs/Ms ___’s room now. One
（continue 继续） moment please”.
例如：“___先生/女士/小姐，感谢您
的等待，现在我将为您接通___先生/
女士/小姐房内的电话，请您稍等。”
E.g. “I’m sorry Mr/Mrs/Ms ___.

Mr/Mrs/Ms ___ is not in the room right
now. May I take a message?”.
例如：“___先生/女士/小姐，我很抱
歉，___先生/女士/小姐现在不在房
间，我能为您留言吗？”

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TASK NO: SC-9 ( Page 1 of 4 ) TASK : Receiving a Wake Up Call Request
工作代码：SC-9 （第一页，共四页）工作职责：叫醒服务的要求
EQUIPMENT REQUIRED: Switchboard console/ Wake up call sheet/Wake up call report
所需设备：总机控制台/叫醒电话单/叫醒电话报告
2 Take the request. If a guest requests for a wake up call, Ensure exact details are taken as
获得要求。 ensure that the Wake Up Call Sheet is a wake up call is an important
ready. Inquire and note down the issue. If a guest misses his/her
following information: flight or an important meeting
如果客人要求提供叫醒服务，确保准 because of the wake up call, the
备好叫醒电话单。询问并记录下以下 hotel might be held responsible
信息： for the error.
 Guest name and room number. 确保叫醒服务信息的准确非常重
客人姓名和房号。要。如果客人因为叫醒服务的不
 Date and time of the wake up call. 到位而没有赶上飞机或重要会
叫醒日期和时间。议，酒店将负全责。
 Whether a second wake up call is
required.
是否需要提供二次叫醒。
 If guest is a VIP, Horizon or Suite
room guest, inquire if he/she
would like coffee or tea after the
wake up call.
如果是 VIP、豪华阁或入住套房
的客人，询问他/她叫早之后是否
需要提供一杯咖啡或茶。

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工作代码：SC-9 （第二页，共四页）工作职责：叫醒服务的要求
EQUIPMENT REQUIRED: Switchboard console/Wake up call sheet/Wake up call report
2 Take the request. If the call is received from another
获得要求。 department, ensure that the above
（continue 继续） details are obtained. Note down the
staff name and the department as well
for record purposes. Thank the staff
for informing the operator.
如果其他部门的员工接了电话，确保
获得以上细节。记录下员工姓名和部
门以备核查。感谢员工通知接线员。
3 Repeat the details. Once obtained, repeat the details to

重复细节。 ensure accuracy and clarity. E.g. “May
I reconfirm the details with you
Mr/Mrs/Ms ___?. You would like a
wake up call on ___ (date/day) at
___hrs. You also wish for a second
wake up call. Is that correct?”.
一旦获得信息，重复细节确保信息的
准确和清楚。例如：“___先生/女士/
小姐，能让我确认一下细节吗？您想
让我们在___（日期） ___点，提供叫
醒服务，需要二次叫醒，对吗？”
Assure the guest that the instructions

will be carried out accordingly. Thank
the guest for calling and wish him/her
a pleasant day.
确保客人的要求能够得到执行。感谢
客人来电，并祝他/她愉快。

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工作代码：SC-9 （第三页，共四页）工作职责：叫醒服务的要求
4 Program the wake up Recheck guest names against the Programming the wake up call
call in the console. system to ensure that the information immediately reduces the
把叫醒服务的要求输入 is correct. Immediately program the possibility of overlooking to do
控制台。 wake up call in the switchboard so.
console. Input the guest room number, 立刻把叫醒服务信息输入系统，
date and time (within 24hrs) and 以减少不必要的遗忘。
repeat the procedure if a second wake
up call is requested.
在系统中复查客人姓名保证信息的准
确。立刻把叫醒服务信息输入控制
台。输入客人房号，日期和时间（24
小时内），如果客人要求二次叫醒同
客人再次确认。
5 Update the wake up call

sheet. Indicate in the Wake Up Call Sheet
更新叫醒电话单。 that the call is programmed and the
staff name. Ensure that all information
is correctly recorded in the sheet. Also
note down special requests for calls if
there are any.
显示系统中的叫醒电话单和员工姓
名。确保所有信息的准确性。如果来
电人有特别的要求记录下来。

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工作代码：SC-9 （第四页，共四页）工作职责：叫醒服务的要求
5 Update the wake up call If a guest wishes to have a wake up call
sheet. for a number of days, record this in
更新叫醒电话单。 the Future Call Time book. This
（continue 继续） should be updated daily during the
night shift. Report to the Service
Leader to key in guest profile for
further action.
如果客人希望提供几天的叫醒服务，
在未来叫醒电话本上做相关记录。晚
班期间需每日更新信息。向主管报
告，输入系统以备日后提供服务。
6 Night shift checklist. For record purposes.

晚班表。 Before the system closes, the night shift 便于日后查询。
Operator is to print the wake up call
report and tally this against the Wake
Up Call Sheet to ensure that all wake
up calls for the next day is
programmed.
在关闭系统前，晚班的接线员需打印
出叫醒报告，并检查是否和叫醒电话
单一致，确保所有第二天的叫醒电话
都输入系统。
File the report.

整理报告。

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TASK NO: SC-10 ( Page 1 of 3 ) TASK : Giving a Wake Up Call
工作代码：SC-10 （第一页，共三页）工作职责：提供叫醒服务
EQUIPMENT REQUIRED: Switchboard console/Wake up call sheet/Wake up call report/Daily action
form
所需设备：总机控制台/叫醒电话单/叫醒电话报告/日常行为单
1 Check the wake up call Always check the wake up call report
report. constantly (in the morning) to ensure
检查叫醒电话报告。 that the guest has woken up.
始终经常核对叫醒电话报告（早晨）
确保客人已起床。
2 Manually call the guest. If the automated call was not answered
打电话给客人。 by the guest, extend a call manually
with the following steps:
如果自动的叫醒电话无人应答，按以
下步骤人工给客人打电话：
 Greet the guest by name.
用名字问候客人。
 Inform the time and the wake up
call.
告知时间和叫醒服务。
 Wish the guest a pleasant day.
祝客人愉快。
E.g. “Good Morning Mr/Mrs/Ms ___. Always maintain an alert and

This is your 6.30am wake up call. Have cheery attitude when giving a
a pleasant day”. wake up call. This projects a good
例如：“___先生/女士/小姐早上好， impression at the start of the day
这是您 6：30 分的叫早服务。祝您愉 to the guest.
快。” 提供叫早服务时始终保持严谨和
愉悦的态度。这能给客人在一天
If requested, give the second wake up 的开始留下一个好印象。
call.
Say, “Good Morning, Mr/Mrs/Ms ___.
This is your second wake up call at
6.50am. Have a nice day”.
如果客人要求，提供二次叫醒。
问候客人：“___先生/女士/小姐早上
好，这是您 6：50 的二次叫早服务。
祝您愉快。”

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工作代码：SC-10 （第二页，共三页）工作职责：提供叫醒服务
EQUIPMENT REQUIRED: Switchboard console/ Wake up call sheet/Wake up call report/Daily action
form
3 Manually call a All VIPsand Suite guests are extended
VIP/Horizon/Suite personalized wake up calls when
guests. requested. Follow the below steps:
人工打电话给 VIP/套房所有的 VIP/套房客人如果要求提供叫
客人。醒服务，需给予个性化服务。按以下
步骤服务：
 Greet the guest by name.
用名字问候客人。
 Inform the time and the wake up
call.
告知时间和叫早服务。
 Give the weather forecast.
提供天气预报。
 Wish the guest a pleasant day.
祝客人愉快。
E.g. “Good Morning Mr/Mrs/Ms ___.

This is your wake up call at 6.30am.
The weather forecast for today is
_______, and the outside temperature is
___C. Have a great day”.
例如：“___先生/女士/小姐早上好，
这是您 6：30 的叫早服务。今天的天
气___，室外温度是___C。祝您愉
快。”
4 Ensure response for all If guest’s telephone line is busy and the Always ensure that the guest is
wake up calls. call cannot get through, try again until awake or out of the room. Record
确保所有的叫醒服务都 the guest picks up the call. the details and the follow up
得到回应。如果客人的线路正忙，电话不能顺利 promptly.
转接，重试直到接通为止。始终确保客人已醒或已出门。记
录细节，迅速更进。

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工作代码：SC-10 （第三页，共三页）工作职责：提供叫醒服务
EQUIPMENT REQUIRED: Switchboard console/Wake up call sheet/Wake up call report/Daily action
form
4 Ensure response for all Inform the guest, “Good Morning
wake up calls. Mr/Mrs/Ms ___. You have a wake up
确保所有的叫醒服务都 call at 7.00am but your phone was busy
得到回应。 at that time. We are calling to reconfirm
（continue 继续） that you are awake. Have a pleasant
day”.
告知客人：“___先生/女士/小姐早上
好，您希望早上 7 点提供叫醒服务，
但是您的电话那时在忙。我们再次打
电话确认一下您是否已起床。祝您愉
快。”
If there is no response from the guest

at all, inform the Assistant Manager to
proceed to guest room to knock the
door. Record down the name of the
person informed and the time.
如果客人还是没有回应，通知大堂副
理前往客人房间敲门通知客人。记录
通知人姓名和时间。
The Operator must be informed of the

outcome.
接线员必须记录结果。
Record the wake up call in the Daily

Action Form. For record purposes.
5 Record the details.
在日常行为单上记录叫醒服务。便于日后查询。
记录细节。

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TASK NO: SC-11 ( Page 1 of 2 ) TASK : Handling a Group Wake Up Call
工作代码：SC-11 （第一页，共二页）工作职责：处理团队叫醒服务
EQUIPMENT REQUIRED: Switchboard console/Wake up call sheet/Group rooming list
所需设备：总机控制台/叫醒电话单/团队房间清单
1 Check and prepare Check all group rooming lists
records. distributed with the night shift Service
检查并准备报告。 Associate (Front Desk), in order to
confirm the time of the wake up call
and the name of the group.
检查所有有晚班服务员（前台）分发
的团队房间清单，确认叫早时间和团
队。
Check for any room change involving To ensure that all room numbers
group members and update this in the are correctly given.
group rooming list accordingly. 确保所有给出的房间号的正确
检查包括团队客人以内的所有换房记性。
录并对团队房间清单做相应的更新。
2 Transfer information. Record the name of the group and the

传递信息。 wake up call requests into the official
Wake Up Call Sheet.
在正式的叫醒电话单上记录团队名称
和叫醒服务的要求。
3 Program the calls. The night shift Operator is to program

记录电话。 the console for wake up calls for the
group using the group rooming list.
晚班的接线员根据团队房间清单把团
队的叫醒服务信息输入控制台。
4 Print the report to Print the wake up call report to double To confirm that all rooms are
check. check that all wake up calls are programmed with the wake up
打印报告以备核查。 programmed into the correct room call.
numbers. 确保所有需提供叫醒服务的房间
打印叫醒服务报告，再次确认所有的都在系统中有所记录。
叫醒服务要求都对应正确的房间号。

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TASK NO: SC-11 ( Page 2 of 2 ) TASK : Handling a Group Wake Up Call
工作代码：SC-11 （第二页，共二页）工作职责：处理团队叫醒服务
EQUIPMENT REQUIRED: Switchboard console/ Wake up call sheet/Group rooming list
所需设备：总机控制台/叫醒电话单/团队房间清单
4 Print the report to Indicate ‘programmed’ once the task is
check. complete in the wake up call sheet.
打印报告以备核查。一旦叫醒服务已完成，在叫醒电话单
（continue 继续）上标明“已输入”。
Upon delivery of the wake up calls,

5 Follow up with the check the printer for results. If there is
wake up call. no response, call the Duty Manager to
跟进叫醒服务。 check guest room. Note down the
person informed and the time.
进行叫醒服务后，需跟进结果的检
查。如果没有回应，通知值班经理到
客人房间检查。记录通知人和时间。
The Duty Manager is to inform the

6 Record down the operator by using floor house phone,
outcome. whether the guest is awake or not.
记录结果。值班经理使用楼层电话通知接线员，
查询客人是否已醒。
If guest is not in the room, the Duty

Manager will inform the Tour Leader
accordingly.
如果客人不在房间，值班经理需要通
知领队。

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TASK NO: SC-12 ( Page 1 of 3 ) TASK : Complimentary Coffee/Tea For VIP, on
Suite Room Guests
工作代码：SC-12 （第一页，共三页）工作职责：为 VIP/套房客人提供免费咖啡/茶
EQUIPMENT REQUIRED: Switchboard Console/ Suite Room Wake Up Call Sheet/Preference Pad
所需设备：总机控制台/套房的叫醒电话单/个人喜好记录卡
1 Receive the call. For certain VIPs, Horizon and Suite Telephone Standard.
接听电话。 room guests, complimentary coffee and 电话标准。
tea is offered after the wake up call.
Guests are also offered personalized
wake up calls.
对某些 VIP 和套房客人，在叫醒服务之
后提供免费的咖啡和茶。同时还提供个
性化的叫醒服务。 Avoid making mistake to show
we are caring for our guest.
Take the call as per standard procedure, 避免错误表现出我们对客人的
and note down the following 关心。
information:
根据标准程序接听电话，记录以下信
息：
 Date and time of the wake up call.
叫醒日期和时间。
 Whether a second wake up call is
required.
是否需要二次提醒。
 Inquire if he/she would like
coffee/tea after the wake up call.
询问客人在叫醒服务后是否需要咖
啡/茶。
 Inquire time of delivery for
coffee/tea.
询问提供咖啡/茶的时间。
Do more for our guest and
Example: delight our guest
例如：为客人做的更多，使客人喜出
“Would you like complimentary tea or 望外。
coffee to be sent to your room after your
wake up call Mr/Mrs/Ms ___?”
“___先生/女士/小姐，叫醒服务后，是
否需要送一杯免费的茶或咖啡到您的房
间？”

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TASK NO: SC-12 ( Page 2 of 3 ) TASK : Complimentary Coffee/Tea For VIP&
Suite Ｒoom Guests
工作代码：SC-12 （第二页，共三页）工作职责：为 VIP/套房客人提供免费咖啡/茶
EQUIPMENT REQUIRED: Switchboard console/ Suite room wake up call sheet/Preference pad
所需设备：总机控制台/套房的叫醒电话单/个人喜好记录卡
1 Receive the call. “What time would you like your
接听电话。 complimentary tea/coffee delivered to
（continue 继续） your room?”
“您希望什么时候把免费茶/咖啡送到
您的房间？”
“Thank you Mr/Mrs/Ms ___. Coffee/tea

will be delivered to your room at
___am/pm. Good Day/Night”.
“非常感谢___先生/女士/小姐。我们
将在上午/下午___点把咖啡/茶送到您
的房间。祝您愉快/晚安。”
2 Record the request. Note this down in the wake up call

记录客人要求。 sheet and all guest details.
把这些及客人的详细信息记录在叫醒
电话单上。
3 Reorganize the data. The night shift Operator is to take

重新整理数据。 down all the Horizon and Suite room
guest wake up calls onto the Horizon &
Suite Room Wake Up Call Sheet.
Highlight the room numbers which
request for coffee or tea after the wake
up call.
晚班的接线员要把套房客人的叫醒电
话信息记录在套房客人的叫醒电话单
上。突出标明要求叫醒服务后提供咖
啡或茶的房号。

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标准工作程序

TASK NO: SC-12 ( Page 3 of 3 ) TASK : Complimentary Coffee/Tea For VIP &
Suite Ｒoom Guests
工作代码：SC-12 （第三页，共三页）工作职责：为 VIP/套房客人提供免费咖啡/茶
EQUIPMENT REQUIRED: Switchboard console/ Suite room wake up call sheet/Preference pad
所需设备：总机控制台/套房的叫醒电话单/个人偏好记录本
4 Collection for In Room Photocopy the Suite room wake up call sheet
Dining. and inform In Room Dining that it is ready
送餐服务记录。 for collection. Delivery of the complimentary
tea/coffee will be handled by In Room Dining.
复印套房客人的叫醒电话单，通知送餐部送
餐，为客人递送免费的茶/咖啡。
If the order comes after handing over the

report to In Room Dining, inform them over
the phone of the additional request and
record this down in the Operator’s copy of
the wake up call sheet.
如果客人的要求已被移交到送餐部，通过电
话告知客人额外的要求，并记录在总机的叫
醒电话单的复印件上。
5 Double check with guest
whether coffee/tea is At the requested time (next day), double
received at the check with the guest if he/she received the
requested time. coffee/ tea. Say, “Good Morning Mr/Mrs/Ms
跟客人确认是否在要求 ___. Have you received your complimetary
的时间内收到茶/咖啡。 coffee/tea?”
在规定的时间内（第二天），同客人再次确
认他/她是否收到咖啡/茶。问候客人：“___
先生/女士/小姐早上好。您收到了免费咖啡/
茶？”
If yes, wish the guest a pleasant day. If no,
extend apologies and inform the In Room
Dining to send the coffee/tea immediately.
如有，祝客人愉快。如没有，跟客人道歉，
6 Record guest’s request 并立刻告知送餐部为客人送去咖啡/茶。 To anticipate guest needs
on the preference pad. for all future stays.
把客人的要求记录在个 Record the request on the preference pad for 预见客人未来的需求。
人喜好记录卡上。 it to be recorded in the guest profile.
把客人的要求记录在个人喜好记录卡上，归
入客史档案。
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标准工作程序

TASK NO: SC-13 ( Page 1 of 4 ) TASK : Handling Incoming & Outgoing Faxes
工作代码：SC-13 （第一页，共四页）工作职责：处理收到及外发的传真
EQUIPMENT REQUIRED: Fax machine/In fax record/Outgoing fax record/Envelope
所需设备：传真机/接收传真记录/外发传真记录/信封
Handling Incomnig Fax
处理内部传真
1 Guest faxes Upon receiving a fax, check the Ensure all pages are intact and in
客人的传真 following information: order.
1) Sort all faxes. 收到传真后检查以下信息：确保传真的完整并按顺序排列。
分类所有的传真。  Sender’s name, company name Read the information in the fax
and fax number (printed at the carefully for specific instructions
top of the page). requested.
发送者姓名，公司名称，传真号仔细阅读传真上的特别要求。
码（打印在页面顶部）。
 Receiver’s name and room
number.
接受者姓名和房号。
 Total pages and sequence of
pages complete.
总页数和收到的页数。
Use a paper clip to separate one fax
from another.
使用回形针分开不同的传真。
2) Cross check with the
system. Check the recipient’s name on the fax
在系统中检查。 with the system and ensure that there
is such a guest registered.
在系统中查询接收人的姓名，确认是
否有此客人入住登记。
3) Record the fax.
记录传真。 Record the incoming fax in the In Fax
Record with the following:
在传真记录单上记录以下内容：
 guest name and room number.
 number of pages received.
收到的页数。
 date and time.
日期和时间。
 staff initial.
接收员工。
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标准工作程序

工作代码：SC-13 （第二页，共四页）工作职责：处理收到及外发的传真
4) Update the system. Key in details of the fax as a message
更新系统。 in system.
在系统中输入传真的详细信息。
5) Send the fax. Insert the fax into an envelope and

发送传真。 write the recipient’s name and room If it is an urgent fax, it should be
number correctly. sent to the guest room
把传真放入信封，并正确的写上接收 immediately.
人姓名和房号。如果是紧急传真，必须立刻送至
2 Office faxes 客房。
办公室传真。
1) Sort all faxes. All faxes should be sent to the rooms
分类所有的传真。 within 20 minutes of receiving them,
by the concierge. Hotel standard.
所有的传真在接收后 20 分钟内必须由酒店标准。
行李生送至客房。
2) Send to Sort and obtain the relevant

departmental Pigeon information for all faxes as above. Use
Hole. a paper clip to separate one from
发送至部门信件分发 another.
栏。分类并获得所有传真的相关信息。使
用回形针分开每一份传真。
Sort according to departments and
deliver to the Security Office pigeon
holes 3 times a day at:
根据不同的部门分类传真，并在以下
三个时间送到保安部办公室：
 07:30hrs.
上午七点半。
 2:00hrs.
下午两点。
 18:00hrs.
下午六点。

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标准工作程序

工作代码：SC-13 （第三页，共四页）工作职责：处理收到及外发的传真
If the fax is for the General Manager
and it is an urgent fax, deliver it
immediately.
如果接收人是总经理，又是紧急传
真，立刻送给总经理。
Also send Reservation and Sales faxes

to the department at once.
Handling Outgoing Faxes 预定部和销售部同样也要立刻发送。
处理外发传真
1 Send the fax.
发送传真。 This is the responsibility of the
operator when the Business Center is
closed or when a guest calls the Service
Center directly to request for the
service.
若商务中心关门或客人打电话要求总
机提供服务，总机具有帮助客人的职
2 Pick up the fax from 责。
guest.
从客人处拿到传真。 Send the fax through the operator fax
machine following the below steps:
通过服务中心的传真机发送传真是需
遵循以下步骤：
 check that fax number is correct.
检查传真号是否正确。
 the document is placed facing
down and slotted in properly.
文件面朝下，正确发送。

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标准工作程序

工作代码：SC-13 （第四页，第四页）工作职责：处理收到及外发的传真
2 Pick up the fax from  dial the fax number and press
guest. ‘Start’.
从客人处拿到传真。拨传真号，按“开始”键。
（continue 继续）  wait for transmission.
等待传送。
 upon completion, a report will be
printed to show that the fax has
been sent.
发送完成后，将会有报告打印出
来表明传真已发送。
 record the guest name, room
number and fax number in the
Outgoing Fax Record.
在外发传真记录单上记录客人姓
名，房号，传真号。
3 Send the fax back to the Insert the outgoing fax with the active
guest room. report into an envelope and send the
把传真送回客人房间。 fax back to guest room with the
Runner.
发送后把传真放入信封，由服务员送
回客房。
If a fax received is incomplete or

unclear, send the fax back to the
sender with a slip explaining the
situation.
如果客人接收的传真不完整或不清
楚，把传真送回给发送者，并附上纸
条说明情况。

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标准工作程序
T0(致) :____________________________________________________________
Fax No( 传真号码):_____________________________________________________________
From( 由) :TaiCang JiaLi Hotel, Jiangsu, China

江苏太仓嘉礼酒店总机
Fax No( 传真号码):
Dear Sir/Madam:( 尊敬的客人):
Your facsimile received at___________________(Local Time) for ________________________

（您的传真接收于）（当地时间）
We wish to inform you that( 特给您如下通知):
 The said guest checked out prior to us receiving fax.( 客人已经离店).
 The said guest is neither in-house nor holding a reservation with this hotel.
( 经查暂无此客人入主或预订).
 The reservation of the said guest has been cancelled.

( 客人的预订取消).
 The name of the guest in question is unclear, Kindly advise us to whom we should deliver this.
( 传真接收人姓名不详, 如方便恳请提供客人的全名或房号).
 The fax message(s) is /are not clear, Please resent.

( 传真内容模糊不清, 请重发).
 The fax message(s) is/are incomplete, We have received only______pages,Please resend.

( 传真不全, 我们只收到_______ 页, 请重发).
 Others(其他)_____________________________________________________________________
Thank you( 谢谢)!
DutyStaff(当班员工):_______________________________Date(日期):_________________________
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标准工作程序

TASK NO: SC-14 ( Page 1 of 2 ) TASK : Delivery Of Guest Faxes And Messages
工作代码：SC-14 （第一页，共二页）工作职责：递送客人传真和留言
EQUIPMENT REQUIRED: Silver tray/Master key
所需设备：银托盘/万能钥匙
1 Sort all messages and Sort accordingly between internal
faxes. (departmental) and external (guest)
分类所有的留言和传 faxes.
真。根据内部（部门）和外部（客人）的
不同分类传真。
2 Send and collect

internal messages and Send internal faxes to the
faxes. departmental pigeon holes in the
发送并收集内部留言及 security office. At the same time,
传真。 collect all faxes and messages from the
pigeon holes.
发送内部传真到保安部办公室内的各
部门的信件收发栏。同时收集所有的
传真和留言。
To ensure that no error has been
3 Check guest’s name and made.
room number for Check the name and the room number 避免犯错。
against the system. stated on the faxes against the system
在系统中检查客人姓名 once again. Record the delivery in the
和房号。 record book.
在系统中再次核查传真上的客人姓名
和房号。在记录本上记录递送情况。
4 Send guest messages

and faxes. Put all faxes and messages in a silver
发送客人的留言和传 tray and wear white gloves.
真。把所有的传真和留言放在银托盘内，
戴白手套送给客人。
To ensure that the messages and
faxes are being sent to the right
Take the guest lift to reach guest room.
rooms. Upon reaching the room, look 确保留言和传真送到正确的房
carefully at the room number on the 间。
door and what is written on the
envelope.
乘坐客梯到客人房间。在进门之前，
仔细核对实际房号和信封上的房号。

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标准工作程序

TASK NO: SC-14 ( Page 2 of 2 ) TASK : Delivery Of Guest Faxes And Messages
工作代码：SC-14 （第二页，共二页）工作职责：递送客人传真和留言
EQUIPMENT REQUIRED: Silver tray/Master key
所需设备：银托盘/万能钥匙
4 Send guest messages Press the doorbell and wait outside for
and faxes. 5 seconds. Identify yourself,“Service
发送客人的留言和传 Center, may I come in?”.
真。按门铃，并在门外等待 5 秒钟。报出
（continue 继续）自己的身份：“总机接线员，我能进
来吗？”
If the guest is not in the room, use

the master key to open the door and
place messages/ faxes in the Message
Hold Stand.
如果客人不在房间，用万能钥匙打开
房门，把留言/传真放在留言夹内。

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标准工作程序

TASK NO: SC-15 ( Page 1 of 4 ) TASK : Guest Paging Services
工作代码：SC-15 （第一页，共四页）工作职责：寻人服务
1 Answer the call and Answer the call within 3 rings and
receive the request. greet the guest courteously. Always be
接听电话，获得客人的 polite and offer assistance according to
要求。 the standard procedure in handling
calls.
Do no interrupt the caller and be

不要打断来电人，注意倾听细节。询
问客人能够提供什么帮助。
Obtain the caller’s contact if
If the caller is looking for a guest possible in case the line is cut or if
around the lobby area and wishes to the caller wants the guest to call
speak to him, obtain the following back.
information: 若电话正忙或来电人希望客人回
如果来电人在大堂寻找客人，获得以电，尽可能获得来电人的联系方
下信息：式。
 Guest name.
客人姓名。
 Guest location.
客人的位置。
 Caller’s name.
来电人姓名。
 Caller’s contact No., if possible.
如果可以，获得来电人的联系方
式。
2 Repeat the detail.
重复细节。
Repeat the above information to be
sure that all details collected is
accurate. E.g. “You are requesting to
speak to a Mr/Mrs/Mrs ___ who is in
the lobby area at the moment. Is that
correct?”
重复以上信息，确保收到信息的准确
性。例如：“您找现在在大堂的___先
生/女士/小姐，对吗？”
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标准工作程序

工作代码：SC-15 （第二页，共四页）工作职责：寻人服务
3 Inform caller of the Inform the caller that it will take 5 to Let the caller to decide if he/she
waiting time. 10 minutes to do a page and inquire if wants to wait or not.
告诉来电人等候时间。 he/she would like to wait or inform the 让来电人自己决定是否等待。
guest to call him/her back.
告知来电人将花费 5 到 10 分钟，询问
来电人是否愿意等候还是通知客人稍
候打电话给他/她。
E.g. “Mr/Mrs/Ms___, we will have to do

a board paging for Mr/Mrs/Ms ___ and
it will take 5 to 10 minutes. Would you
like to wait while we page for
him/her?”.
例如：“___先生/女士/小姐，我们将
为您通知___先生/女士/小姐，这将花
费 5 到 10 分钟，这段时间您愿意在此
等候吗？”
4 Put caller on hold and Show the caller that you are
request for paging. If the caller wishes to wait, put the call aware that he/she is waiting.
请来电人等候，帮助寻 on hold at the console and call the 在来电人等待期间，使他/她感受
找。 Concierge for the paging service. 到我们的服务。
Return to the caller every 30 seconds
to keep him/her informed of the status.
如果来电人愿意等候，在控制台让客
人等候，让礼宾部员工通知客人。每
隔 30 秒就把信息反馈给来电人。
Always stay online until the call is put

through.
接通电话前不能挂断。

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标准工作程序

工作代码：SC-15 （第三页，共四页）工作职责：寻人服务
5 Transfer to call through Once the guest is located, inform the Also inform the guest on the
if guest is located. caller that you will transfer the call other line that the caller (by
如果客人在的话为其 through. Say, “Thank you for waiting name) is looking for him.
转电话。 Sir/Madam. I have Mr/Mrs/Ms ___ on 同样告知客人有来电人（姓名）
the line. One moment please while I put 正在等待。
you through to him/her”.
一旦确认客人在酒店，告诉来电人你
将为他转电话。告知：“先生/女士，
感谢来电。我已经接通了___先生/女
士/小姐的电话，请您稍等。”
6 Take a message if guest If the caller would not like to wait, or if If the guest cannot be located
is not located or if the the guest cannot be located, inform the after some time, inform the caller
caller does not want to caller accordingly and offer to take a immediately. Do not let the caller
wait. message. wait too long.
若客人不在或来电人不如果来电人不想等，或客人不在，告若一段时间内客人都不在，立刻
想等待为其留言。诉来电人并帮其留言。告知来电人。不要让来电人等待
太久。
E.g. “I’m sorry there is no response
from Mr/Mrs/Ms ___, would you like to
leave a message ?”.
例如：“我很抱歉___先生/女士/小姐
没有回应，需要帮您留言吗？”
Always encourage the guest to leave a
voicemail for efficiency and accuracy.
Inform him/her that you will transfer
the call to the guest’s room where
he/she can leave the message
accordingly.
始终鼓励客人语音留言，保证留言有
效性和准确性。告知来电人您将把电
话转到客人房间，他/她能直接留言。

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标准工作程序

部门：前厅部职称：总经理
工作代码：SC-15 （第四页，共四页）工作职责：寻人服务
6 Take a message if guest E.g. “Mr/Mrs/Ms ___, I am transferring
is not located or if the your call to Mr/Mrs/Ms ___’s room and
caller does not want to you can leave a voicemail for him/her.
wait. Thank you for calling”.
若客人不在或来电人例如：“___先生/女士/小姐，我将把
不想等待为其留言。您的电话转到___先生/女士/小姐房
（continue 继续）间，您能直接语音留言。感谢来
电。”
If the caller would like to leave a

written message, take the message as
per standard procedure accordingly.
如果来电人想要书面留言，根据标准
程序做好留言。

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标准工作程序

TASK NO: SC-16 ( Page 1 of 3 ) TASK : Operator Assisted DDD/IDD Calls
工作代码：SC-16 （第一页，共三页）工作职责：接线员帮助处理 DDD/IDD 电话
EQUIPMENT REQUIRED: Switchboard Console
obtain the request. greet the guest courteously. Always be
接听电话，获得客人的 polite and offer assistance according to
要求。 the standard procedure in handling
calls.
Don’t interrupt the caller and be

不要打断来电人，注意倾听细节。询
2 Offer assistance and 问客人能够提供什么帮助。
Apologize for the inconvenience
note down the required If the guest tells you that he/she is and offer to assist. Check guest’s
details. having difficulties in getting through number, country code or area
提供帮助并记录下客人 an overseas call, offer assistance code and inform the guest if it is
的要求。 immediately. Take down the following wrong.
information: 为由此产生的不便向客人道歉，
如果客人说他/她不能接通国际长途，并提供帮助。检查客人提供的电
立刻提供帮助。记录以下信息：话号码，城市代码或地区代码，
 Guest name. 询问客人是否有误。
客人姓名。
 Room number.
房号。
 Phone number and Destination.
电话号码和目的地。
 Type of call.
电话种类。
3 Reconfirm and repeat
the details.
再次确认，并重复细 Confirm all the details which was
节。 taken down by saying, “Mr/Mrs/Ms
___, you wish to make a long distance
call to Beijing at this number,
#________. Is this correct?”.
确认记录下的所有细节，“___先生/
女士/小姐，您想拨打北京#________
的长途，对吗？”
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标准工作程序

工作代码：SC-16 （第二页，共三页）工作职责：接线员帮助处理 DDD/IDD 电话
4 Request the guest to Inform the guest to hold while you
hold and place the call. place the call. Say, “Please hold one
请客人稍等，拨电话。 moment please Mr/Mrs/Ms ___, I will
try to connect you through now”.
在你拨打电话期间请客人稍等。说：
“___先生/女士/小姐请您稍等，我将
为您拨通电话。”
Keep the guest informed from time to
time if you have problems getting
through.
拨打电话时如有问题，告知客人。
If the call gets through, reconfirm that
the number dialed is correct. Say, “Is
that #_______ of Beijing? This is a long
distance call from Jiangsu. One
moment please”.
电话拨通后，确认拨打的号码是否正
确。询问：“是北京#_______？这里
是从江苏打出的长途，请稍等。”
5 Connect the call. If the call is successful, return to the

接通电话。 guest and thank him/her for waiting.
Inform guest that you will put the line
through. Say, “Thank you for waiting
Mr/Mrs/Ms ___. I have connected the
call to Beijing. I will put the line
through now. Go ahead please”.
如果接通电话，把电话接到客人处，
并感谢他/她等候。告诉客人立刻接通
电话。说：“___先生/女士/小姐感谢
您等待，我已经接通了北京的电话。
现在为您接通，您现在可以通话。”

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标准工作程序

工作代码：SC-16 （第三页，共三页）工作职责：接线员帮助处理 DDD/IDD 电话
6 Offer to call again if the If the call cannot get through right
call does not get away, inform the guest of the situation
through. and offer to place the call again a short
如未接通，重拨电话。 while later. Request the guest to wait
in his/her room.
Say, “Thank you for waiting
Mr/Mrs/Ms ___, I’m sorry but the
number is busy right now. Would you
like me to try again a short while later?
Please wait in your room while I try
again. Thank you”.
如果电话不能立刻接通，告诉客人实
际情况，稍候重试。请客人在房内稍
等。说：“___先生/女士/小姐感谢您
等待，我很抱歉现在线路正忙。能稍
候再帮您拨打吗？请在房内稍等，我
将再试一次。谢谢。”
Never let the guest wait too long
without any information. Always
Try again 10 minutes later and once update the guest of the situation.
through, connect the call to guest’s 如没有任何回音，决不要让客人
room immediately. 等待太久。
十分钟后再试，一旦接通立刻接入客
人房间。
If unsuccessful after several tries,

inform the guest accordingly and
inquire for the next step of action.
如果重试几次后仍不成功，告诉客人
实际情况，并寻求下一步的处理方
法。

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标准工作程序

TASK NO: SC-17 ( Page 1 of 5 ) TASK : Handling Guest Complaints by Phone
工作代码：SC-17 （第一页，共五页）工作职责：处理客人的电话投诉
EQUIPMENT REQUIRED: Switchboard console/ Daily action form/Logbook
所需设备：总机控制台/日常行为单/日志本
greet the guest. greet the guest courteously. Always be
接听电话并问候客人。 polite and offer assistance according to
2 Listen attentively to the If the guest is expressing his/her

complaint. grouses, listen attentively and do not
仔细倾听客人投诉。 interrupt the guest. Empathize and
show sincerity at all times. Understand
the problem and apologize to the guest
as best possible.
如果客人抱怨酒店服务，仔细倾听不
能打断客人。要懂得体会客人感受，
时刻表现处我们的关心。理解问题并
尽最大可能跟客人道歉。
3 Note down the Note down the following information: Show interest in the complaint by
complaint. 记录以下信息： noting the details down
记录下客人投诉。  Guest name and room number. meticulously.
客人姓名和房号。仔细记录下客人投诉细节，表现
 Date and exact time. 出我们的我们对事件的关注。
日期和准确的时间。
 Nature of the complaint.
投诉种类。
 Name of the informer (if any).
被投诉人姓名（如有）。
 Name of the operator.
接线员姓名

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工作代码：SC-17 （第二页，共五页）工作职责：处理客人的电话投诉
3 Note down the During the course of the conversation,
complaint. obtain as much details as possible and
记录下客人投诉。 acknowledge the guest’s complaints by
（continue 继续） saying, “I see”, “I understand”, and
etc..
在谈话的过程中，获得尽可能多的信
息，对客人的投诉做出回应。说：
“我知道。”，“我明白。”等等。
4 Thank the guest for Always apologize to the guest and

bringing the problem to Once the guest has finished with the show concern for the problem.
our attention and complaint, thank the guest for alerting 始终向客人道歉并对问题表现出
apologize for the us to the situation. Say, “Mr/Mrs/Ms 关注。
situation. ___, Thank you for alerting us the the
感谢客人向我们反应问 problem. I truly apologize for the
题便于我们改进，并向 situation which has inconvenienced
客人道歉。 you. Let me see what I can do about it
and I will call you back within 5
minutes”.
一旦客人停止抱怨，感谢客人向我们
反应问题。说：“___先生/女士小
姐，感谢您向我们反应这个问题。我
很抱歉给您带来不便。我将尽快为您
解决问题，5 分钟之内我将回电给您
确认问题是否得到解决。”
5 Take the appropriate This enables decision-making at
action. the customer contact point and
采取适当的措施。 If the problem is minor and can be ensures a fast response.
solved easily, take action immediately. 此程序确保处理投诉的员工有决
E.g. call engineering for plumbing 策权，并快速做出回应。
problems, HSKP for problems with
cleanliness, etc..
如果是小问题，很容易就能够解决，
立刻采取补救措施。例如：打电话给
工程部修补工程问题，请客房部员工
清洁房间等等。

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工作代码：SC-17 （第三页，共五页）工作职责：处理客人的电话投诉
5 Take the appropriate Give the appropriate information to
action. the relevant departments in as much
采取适当的措施。 detail as possible and ensure that the
（continue 继续） problem is rectified.
提供尽可能多的信息给相关部门，确
保问题得到纠正。
6 Inform the Duty If it is a major problem, page for the The Duty Manager must be
Manager. Duty Manager and inform him/her alerted to major problems.
通知值班经理。 immediately. Provide all the necessary 值班经理必须对大问题有所了
details as best possible. 解。
如果是大问题，立刻通知值班经理，
由值班经理处理。提供尽可能多的信
息。
7 Call the guest back and Once appropriate action as been taken, Ensure the guest that appropriate
keep the guest call the guest back immediately and do action is being taken.
informed. the following: 向客人保证我们会采取恰当的措
给客人回电话，确保客一旦采取合适的措施，立刻给客人回施。
人知道事情的处理过电，并遵循以下步骤操作：
程。  inform the guest what will be
done.
告诉客人将会采取什么措施。
 assure the guest that the problem
will be dealt with immediately.
告诉客人立刻会解决客人反应的
问题。
 give a time frame of what will
happen.
对于即将采取的行动做一个简略
的计划。
 if informed the Duty Manager,
explain to the guest that the DM
will be calling him/her and
handling the problem on behalf.
如果告知值班经理，向客人解释
值班经理会回电给他/她,并采取
行动解决问题。

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工作代码：SC-17 （第四页，共五页）工作职责：处理客人的电话投诉
7 Call the guest back and  apologize once again to the guest. Ensure the guest that appropriate
keep the guest 再一次跟客人道歉。 action is being taken.
informed. 确保客人满意我们采取的补救措
给客人回电话，确保客 If there is any delay, inform the guest 施。
人知道事情的处理过 immediately.
程。如有任何耽搁，立刻通知客人。
（continue 继续）
After a while, take the initiative to call Ensure guest satisfaction.

8 Follow up with the the guest back to confirm that the 确保客人满意。
guest on the situation. problem has been dealt with and that
跟进处理客人的投诉的 the guest is satisfied. If not, apologize
情况。 immediately once again and alert the
Duty Manager to follow up with the
matter promptly.
片刻后，主动打电话给客人确认问题
是否解决，客人是否满意。如果不满
意，再一次向客人道歉，并通知值班
经理跟进处理。
Offer further assistance if required by

saying, “Is there anything else I can do
for you Mr/Mrs/Ms ___?”.
提供进一步的帮助，说：“___先生/
女士/小姐，还有什么我能帮您的
吗？”
Thank the guest and wish him/her a

pleasant stay.
感谢客人并祝客人入住愉快。

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工作代码：SC-17 （第五页，共五页）工作职责：处理客人的电话投诉
9 Record the incident in Record the incident in the Daily Action All guest complaints should be
the logbook. Form and the Logbook and log the noted in the guest’s profile for
记录在日志本上。 nature of the complaint, the recovery future reference.
action (action taken and apology sent) 所有的客人投诉需记录在客史档
and the outcome (guest satisfaction). 案上。
Note also the date and time of the
incident and the name and room
number of the guest.
在日常行为单和日志本上记录投诉性
质，补救措施（采取的行为和道歉）
和结果（客人满意度）。同时记录投
诉时间和日期，还有客人姓名和房
号。

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标准工作程序

TASK NO: SC-18 ( Page 1 of 2 ) TASK : Handling a Maintenance Request
工作代码：SC-18 （第一页，共二页）工作职责：处理设备维护要求
2 Take the request. If guest complains that there are Take down the nature of the
记录要求。 engineering problems in his/her room, complaint specifically so that the
listen carefully and note this down in problem can be correctly dealt
the daily action sheet: with.
如果客人投诉客房内的设备有问题，记录下投诉的类型，以便问题能
仔细倾听并把细节记录在日常行为表够得到正确的解决。
上：
 date & time reported.
投诉的日期和时间。
 guest name & room number.
 type of maintenance problem.
发生问题的设备类型。
 completed by.
由谁维修。
 follow up call.
跟进电话。
3 Apologize to the guest Apologize to the guest and assure

and contact him/her that action will be taken
engineering. immediately. Call Engineering and
向客人道歉并同工程部 convey the problem specifically.
联系。向客人道歉，保证他/她的问题会立刻
得到解决。打电话给工程部，明确处
理事宜。

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TASK NO: SC-18 ( Page 2 of 2 ) TASK : Handling a Maintenance Request
工作代码：SC-18 （第二页，共二页）工作职责：处理设备维护要求
3 Apologize to the guest Inform them of the guest’s room
and contact number and name. Note down the
engineering. engineering staff name in the daily
向客人道歉并同工程部 action record.
联系。告知客人房号和姓名。把处理此事的
（continue 继续）工程部员工姓名记录在日常行为记录
上。
Ensure that engineering follows

4 Call the engineering Call the Engineering department 20 up with the problem in a timely
and the guest to follow minutes later to follow up on the manner.
up. maintenance work. Inquire if the 确保工程部员工立刻跟进投诉事
给工程部打电话，跟进 problem is resolved and call the guest 宜。
客人要求。 again. Inquire from the guest if
everything is alright and if there are
any other assistances required.
Apologize once again and ensure that
the guest is satisfied.
20 分钟后打电话给工程部，询问处理
情况。询问问题是否得到解决，再次
打电话给客人。询问客人设备是否正
常运行，是否还需要其他帮助。再次
向客人道歉，确保客人满意。
If the defect is serious or may take a

5 Arrange a room long time to rectify, suggest to the
change. guest for a room change. Conduct the
安排换房。 room change according to procedure.
如果问题很严重短期不能解决，建议
客人换房。根据程序换房。
Note the whole incident in the Daily

Action Form.
6 Record the details. 把详情记录在日常行为单上。
记录细节。

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TASK NO: SC-19 ( Page 1 of 2 ) TASK : Delivering Guest Room Amenities
工作代码：SC-19 （第一页，共二页）工作职责：递送客房备品
EQUIPMENT REQUIRED: Switchboard console/Daily action form/Silver tray/White gloves/Trace
report
所需设备：总机控制台/日常行为单/银托盘/白手套/跟进报告
2 Take the request. The operator provides extra items for

记录要求。 loan to guests upon request. If a guest
calls down to request for extra in-room
amenities or items, obtain the
following information accordingly:
总机根据客人要求可提供额外的物
品。如果客人要客房内的额外备品，
获得以下信息：
 Guest room number and name.
客人房号和姓名。
 Item(s) requested.
要求的物品。
Note the details of the request down in
the Daily Action Form.
在日常行为单上记录客人要求。
3 Deliver the item(s). The item(s) is to be delivered to guest

递送物品。 immediately. Obtain the item(s) and
place it on the silver tray. Ensure that
all the items are in good working
order. Wear white gloves and send the
item(s) to the guest room.
立刻将物品送至客房。获得物品并放
入银托盘内。确保所给物品能够正常
使用。戴白手套送至客房。

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TASK NO: SC-19 ( Page 2 of 2 ) TASK : Delivering Guest Room Amenities
工作代码：SC-19 （第二页，共二页）工作职责：递送客房备品
EQUIPMENT REQUIRED: Switchboard console/Daily action form/Silver tray/White gloves/Trace
report
所需设备：总机控制台/日常行为单/银托盘/白手套/跟进报告
4 Retrieval of item(s). Create a trace in the system to Ensure recollection of such items.
收回物品。 recollect items such as adaptors, 确保收回诸如的物品。
extension boards, DVDs, and etc. on
the day of guest’s departure.
在系统中跟进借出的物品情况：例如
插座，接线板，DVD 等等。确保客人
离店时收回。
The night shift Runner prints the trace

report for the next day and sends this
to the Housekeeping order taker for
collection when the guest checks out.
晚班的员工为第二天的员工打印出跟
进报告，发送至客房部便于客人离店
时收回外借物品。
If the guest has checked out before the

date traced, check with Housekeeping
to retrieve the item(s).
在跟进日前客人已结帐离店，同客房
部员工确认是否收回外界物品。
5 Check inventory. A routine inventory check of the items

检查目录。 held in stock should be conducted to
ensure that there is sufficient supply.
需经常对仓库内物品进行常规检查确
保充足的供给。

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TASK NO: SC-20 ( Page 1 of 2 ) TASK : Request For a Doctor
工作代码：SC-20 （第一页，共二页）工作职责：要求医务服务
EQUIPMENT REQUIRED: Switchboard console/ Dectphone system
所需设备：总机控制台/酒店移动电话系统
2 Take the request. If the guest requests for a doctor on Show immediate concern for the
记录要求。 call, clarify the situation with the condition of the guest.
guest. Inquire if the guest is alright 对于客人的此类要求要表现出急
and what are the symptoms faced: 切的关注。
如果客人打电话要求为其找一位医
生，询问客人的状况。询问客人是否
一切都好，出现什么症状。
 Time of call.
打电话时间。
 Symptoms faced.
面临的症状。
 If assistance is required.
是否有必要提供帮助。
 Staff name.
员工姓名。
3 Inform the Duty Explain to the guest that the Duty

Manager. Manager will be informed of the
告知值班经理。 situation and he/she will call the guest
back immediately.
向客人解释，值班经理将接手此事，
稍候他/她会回电给客人。

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标准工作程序

TASK NO: SC-20 ( Page 2 of 2 ) TASK : Request For a Doctor
工作代码：SC-20 （第二页，共二页）工作职责：要求医务服务
EQUIPMENT REQUIRED: Switchboard console/ Dectphone system
所需设备：总机控制台/酒店移动电话系统
3 Inform the Duty E.g. “Mr/Mrs/Ms ___, please stay clam.
Manager. I will inform the Duty Manager and
告知值班经理。 he/she will call you back immediately to
(continue 继续) clarify want medical attention is
required”.
例如：“___先生/女士/小姐，请保持
冷静。我会通知值班经理。他/她会立
刻给您回电，以确认需要提供什么药
物。”
Page for the Duty Manager

immediately and explain the situation
with as much details as possible.
立刻通知值班经理，说明情况并告知
尽可能多的细节。
4 Follow up with the In cases such as this, GROs will
condition of the guest. Follow up with the Duty Manager how be informed to send a ‘get well’
注意跟进了解客人的情 the guest is feeling. Possibly, call the card and ‘get well’ amenities.
况。 guest to check if he/she is feeling better 如有此类情况，客户关系专员需
and if any further assistance would be 给客人一张“康复卡”或“康复
required. 备品”。
从值班经理处了解客人的感觉。如有
可能，打电话给客人，确认他/她是否
感觉良好，是否需要其他的帮助。

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标准工作程序

TASK NO: SC-21 ( Page 1 of 2 ) TASK : Giving Out Guest Information
工作代码：SC-21 （第一页，共二页）工作职责：向外部提供客人信息
For security reasons the This is for security reasons and as
room number of a respect for the guest’s privacy.
registered guest must 此程序是出于安全方面的考虑，
NEVER be disclosed, 同时也表现出对客人隐私的尊
either over the phone or at 重。
the front desk.
出于安全方面的考虑，不
管是通过电话还是前台，
决不能把客人登记的房号
透露给别人。
1 If someone calls in and The Operator should request for the
would like to talk to a guest’s name by saying, “May I have
person who is the guest’s name, please”. The caller
registered in the hotel. should be connected to the guest’s
如果有人来电希望同登 room directly and no information on
记入住的客人联系。 the guest should be disclosed.
接线员需获得客人姓名，询问客人：
“您能告诉我客人的姓名吗？”直接
把来电人接入客房，不能泄漏有关客
人的任何信息。
2 If the caller provides The Operator must request and

only the room number. reconfirm the guest’s name against the
如果来电人只提供房 Opera PMS before connecting the call.
号。 Say, “May I have the guest name
please?”.
在连通电话之前，接线员必须要求并
在 Opera 中再次确认客人姓名。询问
来电人：“能告诉我客人姓名吗？”
3 If a caller inquires
about the guest’s The Operator should tell the caller in a
information or room polite manner that this is not allowed.
number. Offer to put the call through or for the
如果来电人询问客人信 caller to leave a message.
息和房号。接线员应当礼貌的告诉来电人不能随
意透露客人信息，不过可以把电话转
至客人房间或帮助来电人留言。

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TASK NO: SC-21 ( Page 2 of 2 ) TASK : Giving Out Guest Information
工作代码：SC-21 （第二页，共二页）工作职责：向外部提供客人信息
3 If a caller inquires Say, “I am sorry, Sir/Madam.
about the guest’s Disclosing a guest’s room number and
information or room any other information pertaining to the
number. guest is not allowed. May I put you
如果来电人询问客人信 through to Mr/Mrs/Ms ___’s room or
息和房号。 would you like to leave a message to
（continue 继续） him/her?”.
告知来电人：“我很抱歉，先生/女
士。我们不能透露客人房号或任何有
关客人的信息。我能把您的电话转到
___先生/女士/小姐的房间吗？或者帮
您给他/她留言？”

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标准工作程序

TASK NO: SC-22 ( Page 1 of 2 ) TASK : Grooming Standards
工作代码：SC-22 （第一页，共二页）工作职责：仪容仪表标准
EQUIPMENT REQUIRED: None
所需设备：无
Grooming Standards For
Females
女性的仪容仪表标准
1 Hair. Should be neat, clean and off the face Always present a clean cut, well-
头发。 at all times. Uniformed staff with off groomed posture that represents
shoulder hair length must have it the image of Shangri-La Hotel,
combed up or down. Suzhou.
应当时刻保持干净、整洁和脸部的清时刻保持干净的仪表，良好的举
洁。穿制服时头发过肩必须盘起。止，表现出苏州香格里拉大酒店
Extreme hairstyles are not allowed. 的形象。
不允许剪过于新潮的发型。
Prominent hair accessories are to be
avoided.
不允许戴过于突出的头饰。
2 Make Up. Use light and not heavy make up. The To appear ‘lively’ and
化妆。 minimum requirement is: professional.
化淡妆。最低的要求是：表现出“活力”和职业。
 Powder.
粉底。
 Lipstick.
口红。
 Eye shadow.
眼影。
3 Shoes. Black leather shoes should be worn.

鞋。 Shoes must be clean, safe and For safety reasons. Staff may
comfortable. need to walk and stand most of
穿黑色皮鞋，鞋子必须干净，整洁、 the time.
舒适。出于安全考虑。员工需要很长时
间的走动和站立。
4 Jewelry. The heel of the shoes should be of
首饰。 reasonable height.
鞋子后跟不能过高。
Should not be excessive. Dangling
earrings and long chains are not
allowed.
不能过于明显。不能戴超过耳垂的耳
环。
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标准工作程序

TASK NO: SC-22 ( Page 2 of 2 ) TASK : Grooming Standards
工作代码：SC-22 （第二页，共二页）工作职责：仪容仪表标准
EQUIPMENT REQUIRED: None
所需设备：无
4 Jewelry. Jewelry is limited to
首饰。 wedding/engagement rings and a
（continue 继续） wristwatch.
可佩戴的首饰仅限于结婚/订婚戒指和
手表。
All other items like outsized watches,

nose jewelry, bangles, bracelets,
anklets and unconcealed necklaces are
not permitted.
所有其他的例如大号手表，鼻环，脚
镯，手镯，外露的项链都不被允许佩
戴。
5 Hygiene & Cleanliness. Be hygienic at all times. Always

个人卫生。 shower before putting on the uniform.
始终保持个人卫生。穿制服前要洗
澡。
6 Perfume. Always use only lightly fragrant

体味。 perfume.
始终使用味道清淡的香水。
7 Medical Oil.
医用物品。 Should not be applied when you are on
duty.
8 Name Tag. 上班时间不能使用。
铭牌。 To enable guests to identify and
Should be worn at all times when on acknowledge you by name.
duty. 确保让客人记住你的名字。
上班时应当时刻佩戴。
9 Duty hours.
工作时间。 Report to work 10-15 minutes earlier
for briefing.
早于规定时间 10－15 分钟到达酒店。

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标准工作程序

TASK NO: SC-23 ( Page 1 of 1 ) TASK : Rates for Manual Phone Charges
工作代码：SC-23 （第一页，共一页）工作职责：电话收费标准
DDD calls
国内长途
During the day time
(From 07:00 to 23:59) 0.07/6-seconds x Duration x 1.15
白天 0.07/6-秒 x 逗留时间 x 1.15
（07：00 至 23：59）
From midnight 0.04/6-seconds x Duration x 1.15

(From 00:00 to 06:59) 0.04/6-秒 x 逗留时间 x 1.15
午夜
（00：00 至 06：59）
HongKong, Taiwan, 0.20/6-seconds x Duration x 1.15

Macau 0.20/6-秒 x 逗留时间 x 1.15
港澳台地区
IDD calls
国际长途
During the day time
(From 07:00 to 23:59) 0.80/6-seconds x Duration x 1.15
白天 0.80/6-秒 x 逗留时间 x 1.15
（07：00 至 23：59）
From midnight
0.48/6-seconds x Duration x 1.15
(From 00:00-06:59)
0.48/6-秒 x 逗留时间 x 1.15
午夜
(Preferential charge only for Japan,
（00：00 至 06：59）
USA, Singapore, Australia, New
Zealand, France, UK, Italy, Thailand,
Malaysia, Germany, Canada,
Philippines, Indonesia, Korea)
（只对以下地区提供优惠：日本，美
国，新加坡，澳大利亚，新西兰，法
国，英国，意大利，泰国，马来西
亚，的过，加拿大，菲律宾，印度尼
西亚，韩国）
*1.15= 15% service charge
*1.15＝15% 的服务费
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标准工作程序

TASK NO: SC-24 ( Page 1 of 1 ) TASK : Back Ground Music
工作代码：SC-24 （第一页，共一页）工作职责：背景音乐
EQUIPMENT REQUIRED: Switchboard console/Back ground music system
所需设备：总机控制台/背景音乐系统
1 Check the In House Check whether the CDs are placed
music list. according to the In House music list at
检查住客房的音乐列 the start of each shift.
表。在开始上班前，检查 CD 是否按客房
的音乐列表播放。
2 Play the music. Ensure that CDs are placed according The music must rotate
播放音乐。 to the list and press ‘Play’ + ‘Repeat’. continuously.
确保 CD 按列表播放，按“播放”＋音乐必须不断的播放。
“重复”。
3 Change the CDs The Operator on duty must ensure

accordingly. that the tapes or CDs are changed at
更换 CD。 the required intervals.
接线员在规定的时间间隔要确保更换
磁带或 CD。
4 Monitor the music. Check the music channel to monitor if Ensure that the timing is set
监控音乐播放。 the music goes smoothly at each hour correctly and that the
according to the checklist. transmission is of good quality.
根据播放列表，每隔一小时检查音乐确保播放音乐的正确性和流畅
的播放是否流畅。性。

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标准工作程序

TASK NO: SC-25 ( Page 1 of 2 ) TASK : Back Up Procedures
工作代码：SC-25 （第一页，共二页）工作职责：重启系统
EQUIPMENT REQUIRED: Switchboard console/ In house reports/Message report
所需设备：总机控制台/客房内报告/信息报告
When the Opera system is Operator should print out the In house
down either due to Guest List by alphabetical order and by
problems experienced or room number. Print also the Message
during the night shift, the Report everyday at 2pm and at midnight
Operator will have to before night audit is conducted.
carry out all job functions 接线员应当按字母顺序打印出客房内客人
manually through the use 清单和房号。每天下午 2 点和晚间结帐前
of computer reports. 打印出信息报告。
若 Opera 系统不能运行或 The arrival report is to be printed in the
夜审，接线员将通过电脑 morning every day.
进行手工操作。抵店报告需在每天早晨打印出来。
1 Print the reports. During the down time period, refer to the In
打印报告。 House Guest List or the Arrival Reports
should a caller request for a guest room.
电脑死机时，如果有人来电询问客人房间
信息，参阅住点客人报表或当天抵店报
表。
For future arrivals, refer the call to the

Reservations Department.
对于即将抵店的客人，同预订部核查。
2 Use reports during
system down time.
在系统不能运行时使用
报告。

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标准工作程序

TASK NO: SC-25 ( Page 2 of 2 ) TASK : Back Up Procedures
工作代码：SC-25 （第二页，共二页）工作职责：重启系统
EQUIPMENT REQUIRED: Switchboard console/ In house reports/Message report
所需设备：总机控制台/客房内报告/信息报告
2 Use reports during For messages during this period of time,
system down time. refer to the report and write down the
在系统不能运行时使用 message accurately in the message sheet.
报告。 Enclose it in an envelope and send it to the
（continue 继续） guest’s room.
对于此段时间内的留言，查阅报告在留言
单上正确写下留言。装入信封并送至客
房。
Read the message to guest if they call down

to inquire whether there are any messages
or not.
为客人读出留言如果客人来电询问是否有
3 Check the problem. 留言。 Report to the technician or
检查问题。 to EDP.
向工程师或电脑部员工报
If it is not a hotel wide problem but only 告。
restricted to the Operator room, try to
locate the problem, i.e hardware, software
or power failure problems. E.g. Check the
socket.
如果不是全酒店都存在的问题，仅仅是总
机房的问题，尝试找出问题所在。也就是
硬件，软件或启动失败。例如检查插座是
否插好。
Inform the person/department concerned

and report the incident to the manager
immediately.
告知相关人/部门，立刻通知经理。

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标准工作程序

TASK NO: SC-26 ( Page 1 of 2 ) TASK : Emergency Procedures
工作代码：SC-26 （第一页，共二页）工作职责：紧急事件处理程序
EQUIPMENT REQUIRED: Switchboard console/Emergency system
所需设备：总机控制台/紧急应急系统
During an emergency Ensure that all procedures are
situation, the Operator followed through meticulously.
should be alert and ready Adhere to strict instructions and
for action. The Operator remain calm at all times. The
is the contact point of all operator is the contact point for
inquiries and instruction. all guests.
有紧急情况发生时，接线确保所有的程序都得到仔细的执
员需提高警惕，采取行行。坚持标准程序，时刻保持平
动。接线员是所有要求和静。接线员是所有客人的连接
指导的连接点。点。
Emergency situations During such a situation, the General

arise due to a variety of Service Manager Telephone must
reasons such as a bomb follow the instructions of the Duty
threat situation, a hostage Manager:
situation, a natural 出现类似情况，服务经理必须通过
disaster and etc. 电话接受值班经理的命令：
紧急的发生可能由很多原  Conduct announcements
因引起。例如：炸弹威 according to instructions for the
胁，胁持人质，自然灾害 affected areas.
等等。根据指令对受影响的地区进行处
理。
 Follow instructions from the
Duty Manager in answering
queries from guests, If the caller
demands to speak with someone
in authority, connect the call to
the Duty Manager.
根据值班经理的命令回复客人的
询问。如果来电人要求同高层对
话，把电话转至值班经理处。
 For any change of situations in
the hotel, the operator will notify
the senior executives as well as
the department heads without
delay.
酒店情况的任何改变，接线员都
必须立刻告知高层或部门主管。
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标准工作程序

工作代码：SC-26 （第二页，共二页）工作职责：紧急事件处理程序
EQUIPMENT REQUIRED: Switchboard console/Emergency system
所需设备：总机控制台/紧急应急系统
Emergency situations  The operator is to keep a close
arise due to a variety of eye on the situation at all times
reasons such as a bomb and be alert in answering
threat situation, a hostage questions and queries.
situation, a natural 接线员时刻监控酒店情况，小心
disaster and etc. 谨慎的应对客人的询问。
紧急的发生可能由很多原
因引起。例如：炸弹威  If the situation is a false alarm,
胁，胁持人质，自然灾害 as reported by the Duty
等等。 Manager, the operator is to
（continue 继续） record the situation down.
如果是错误警报，报告值班经
理，接线员把情况记录下来。

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标准工作程序

工作代码：SC-27 （第一页，共二页）工作职责：紧急处理程序
Fire Emergency
Situation
火灾紧急情况
1 Answer the call. Always concentrate on the work and
接听电话。 have readily available a paper and a
pen to take notes. Sit straight and pay
attention to the screen. Take the call
and answer, “Ni Hao, Emergency
Center. May I help you?”.
始终专注于工作，准备好纸笔以便做
记录。坐端正，注视屏幕。接听电
话：“你好，紧急中心。有什么我能
帮您的吗？”
2 Listen attentively and Do not interrupt the guest and listen Accuracy of the information
take down notes. carefully. Take down the information obtained is vital for handling the
仔细倾听做好笔记。 as below: problem effectively.
不要打断客人，仔细倾听。记录以下获得准确的信息对于有效的处理
信息：问题非常重要。
 Guest or staff name (Department).
客人或员工姓名（部门）。
 Exact time and place.
准确的时间和地点。
 Room number of extension
number.
房间分机号。
 Fire situation.
火灾情况。
Inform the guest not to panic and that
the situation will be dealt with
promptly.
告诉客人不要惊慌，情况会得到迅速
3 Page the emergency 的处理。 To inform the emergency group
group. of the fire situation and all
寻找紧急事故处理部门 Page the emergency group relevant information.
的帮助。寻求紧急事故处理部门的帮助告知火灾处理部门火灾的情况和
其他所有相关信息。
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标准工作程序
DEPARTMENT: Front Office JOB TITLE: Opetator

工作代码：SC-27 （第二页，共二页）工作职责：紧急处理程序
4 Fill in the Fire Alarm Fill in the operator Fire Alarm
Record. Record with the details of the fire.
填写火警记录单。 This will be used for insurance
claims purposes.
在总机房的火警记录单上填写火灾的
处理细节。作为下次事故的提醒。
Guest Request Ｆor a
Doctor
客人要求提供医务服务
1 Note down the details.
记录细节。 If a guest calls from the emergency line
and requests for a doctor. Advise the
guest to stay calm and obtain the
necessary details. Inform the guest that
someone will be sent immediately.
如果客人打紧急电话要求找医生。建
议客人冷静等候，获得必要的细节信
息。告诉客人马上会有人到客房。
2 Inform the relevant To ensure that the Duty Manager
parties. If it is a normal illness, inform the receives the message at once.
告知相关人员。 clinic. If the illness is serious, report
确保值班经理立刻获得信息。
the situation to the Duty Manager
immediately.
如果病情不严重，告知医务室。如果
病情很严重，立刻向值班经理报告。
3 Follow up on the
situation. Follow up with Duty Manager whether
跟进情况处理。 the guest is alright..
向值班经理询问客人是否一切都好。
Wrong Number
错误号码
1 Offer to transfer the
call. If a guest has called the wrong
帮助转电话。 number, inform him/her that it is the
Emergency Center and offer to
transfer the call.
如果客人打错电话，告知客人这里是
紧急中心，并且帮助他/她转电话。
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Front Office SOP

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Front Office SOP

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STANDARD OPERATION

Task No. Description

SC-18 Handling Guest Complaints By Phone

DEPARTMENT: Front Office JOB TITLE: Operator

Use caller’s name wherever possible.

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

E.g. “Good morning

This is a show of respect.

DEPARTMENT: Front Office JOB TITLE: Operator

6 Use MAGIC words. Always use words like, ‘Thank you’,

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

When transferring a call, do so by To ensure that the call has been

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

DEPARTMENT: Front Office JOB TITLE: Operator

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

3 Handle the complaint. Voicemails can only be

DEPARTMENT: Front Office JOB TITLE: Operator

2 Repeat the message. Repeat the details back to the caller

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

4 Check the message and Check the message to ensure that it is

5 Retrieve the message. All printed messages will be delivered

DEPARTMENT: Front Office JOB TITLE: Operator

For voicemail messages, transfer the

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

If the caller is asking details pertinent

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

4 Repeat the details. Always repeat the details obtained to

Assure the guest that the instructions

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

Ensure follow up is done if the guest

7 Note all details on the

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

Always encourage voicemails for

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

DEPARTMENT: Front Office JOB TITLE: Operator

Write all the details on the white

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

2 Inform that the guest is Do no interrupt the caller and be

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

5 Inform the guest of the

PREPARED BY: APPROVED BY:

DEPARTMENT: Front Office JOB TITLE: Operator

Inquire specifically if the instructions

Inquire also if the guest would like