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Job responsibilities of the guest room center

1, accurately grasp the customer situation, check and fill in various work reports, and submit them to relevant departments and personnel.

2. Ensure the correct information transmission, carefully answer every call, record the contents of every call, and make classification and refinement to ensure timely and correct customer service.

3. Take good care of all kinds of guest-borrowed items and long-packaged items with total value, and do a good job in distribution, registration and collection.

4, in accordance with the relevant procedures and regulations, properly handle the problems left by the guests.

5. Be responsible for the storage, distribution and receipt of MasterCard, photocopier and various keys.

6, responsible for statistics of various maintenance projects and repairs, and supervise the repair work.

7, do a good job of accepting the guest's clothing information.

8. Responsible for urging employees to sign in and sign out.

9. Seriously answer questions raised by floors and guests, ask for instructions from superiors when necessary, and give feedback on all kinds of information.

10, keep the room center quiet and clean at all times.

1 1. Don't transfer personal calls to the floor. The important thing is to ask the reason and tell them.

12, irrelevant personnel are not allowed to stay in the center, and private affairs are not allowed to be handled during office hours.

13, keep in touch with relevant departments and coordinate relations.

14, responsible for the distribution, registration, retention and inventory of beverages.

15. Ask the front desk for the details of the check-in and check-out team for the next day.

16, convey the feelings of special guests.

17. Fill in the work orders of supervisors, foremen and waiters.

18. The center completes all guest services at night.

Rules and regulations of the guest room center

1. The guest room center must be manned 24 hours a day.

2. Keep the center quiet to prevent people from making unnecessary noise.

3. Idle people are not allowed to stay in the center.

4, are not allowed to refuse the legitimate demands of the guests without authorization.

5. It is not allowed to dispose of the items left by the guests without authorization.

6. It is forbidden to interrupt, refuse or transmit information and instructions without authorization.

7. The floor card and key are not allowed to be handed over to the waiter without formalities.

8, do a good job in the guest room center health, keep the center clean and tidy.

9. Be sure to write clearly what you can do today.

Room center health system

1. Make sure the countertops are clean and tidy, and all countertops in the center are clean and dust-free.

2. Keep all kinds of books and lists in the center at any time.

3. Ensure the cleanness of the whiteboard, erase the expired content in time, and collect relevant information.

4. Put the files back in time to ensure the cleanliness and convenience of the folder.

5. Wipe the central workbench, telephone and computer every day.

6. The center floor should be kept clean, free of scraps of paper and sundries, vacuuming and mopping the floor in each shift to complete the cleaning of the center bathroom.

7. Clean up the garbage and newspapers in the center in each shift.

8, once a week telephone, computer disinfection.

9, in a timely manner to the general use drinks and other items classified.

Coordination system between guest room center and other departments

1. If other departments have requirements for the customer department, they should reply immediately within the scope they can solve. If they can't solve it, ask the other party to wait and report to the superior immediately.

2. Coordinate with other departments. If there is a problem, first solve it, and then check the responsibility. If it is the central responsibility, sincerely apologize to the other party. If it is the responsibility of the other party, you should be considerate of the other party and don't be tough because of your own correctness.

3. In case of urgent room at the front desk, apart from a simple explanation, Qingqing will immediately inform the floor to report the OK room as soon as possible. If the front desk specifies the room number, the center will immediately notify the relevant personnel to rob the room through the room distribution record. After the waiter finishes, he will immediately inform the foreman to make rounds to ensure the normal supply of the front and rear rooms.

4. If there is any discrepancy with the cashier's account, check with the cashier immediately, find out the reason, and pay attention to modesty.

5. Based on the principle that the guest is God, in the coordination with other departments, in addition to safeguarding the interests of the guests, try to meet each other's requirements without conflict.

Drug management system in guest room center

1. Ensure that the center has enough spare drugs and apply for replenishment in time.

2. Except for the band-aid, other drugs provided by customers are not provided to internal personnel.

3. If the guest needs medicine, he should ask about the patient's condition, appease the guest, and provide the medicine as required by the guest.

4, every drug sales must have a detailed record.

5. Make a detailed inventory of drug consumption at the end of the month.

Room center telephone answering system

1. Pick up the phone and register within three rings.

2. When answering extension 7 of the center, you need to say "Hello" in Chinese first, depending on the situation of the guests, or you can directly say "Good morning (after noon/evening) room service" in English, which requires soft, clear and lively language.

3. If extension 7 rings at the same time as other extensions, you should first connect to other extensions, politely say "sorry, please wait a moment" to the other party, then press the HOLD key, and then connect to extension 7 first.

4. All the calls answered are recorded in the "Telephone Answer Record Book" and filled in as required.

5. Say goodbye to the other person politely after answering the phone, and then put the phone down gently after the other person hangs up.

Job responsibilities of the business center

1. Skillfully master and use the facilities of the business center, and provide guests with services such as fax, typing, copying, sending and receiving Emai, surfing the Internet, etc. with high quality and efficiency.

2. Collect all kinds of business information and be familiar with the fax, telex code and service price of major countries (regions).

3. Be familiar with the business hours of hotel services and answer the guests' inquiries accurately and timely.

4. Make records carefully and inform the guests to "report" in time.

5. Grasp the prices of various services and do a good job in collection, settlement, service and bill storage.

6. All the guests who sign the bill should check with the computer (or the front desk) in time, and send the payment voucher or bill to the front desk in time after the guest signs it.

7. Provide services to customers in strict accordance with operating procedures and service specifications.

8, must do a good job of cleaning and maintenance of equipment and business center daily cleaning and hygiene work.

9. Make a business day report every day.

10. Supervise the clothes, words and deeds of hotel employees who enter the working area of the business center.

1 1. According to hotel regulations, internal services such as copying, typing and faxing must be carried out according to the work order issued by the head office, and records and summaries should be made.

12, do a good job of inventory of all kinds of consumable materials at the end of the month.

13, keep the work area clean and tidy at all times.

Business center regulates terms of service.

1. Guests should stand and serve when entering the business center. "Good morning/afternoon/evening, sir/madam. Can I help you? "

If the guest needs to make a copy, he should explain the price of the copy to the guest. "Hello, we are here to make a copy. A4 is 1 yuan and A3 is two yuan. Excuse me, how many copies do I need? " After completing a copy, let the guests have a look at it. "Sir/Miss, what do you think of this effect?" After payment, the guest will issue an invoice "Thank you, here is your invoice, welcome to visit next time".

3. If the guest needs to type "Excuse me, sir/madam, please wait a moment, I'll type right away", and then ask the guest to check the manuscript "Please check the manuscript, if there is any mistake, please correct it, and I'll correct it later"

4. If the guest needs a fax, ask the guest's fax number and explain the price. "Excuse me, what's your fax number? The price on our side is calculated as follows: price × minutes +6.00× pages, one * * *×××, thank you. " If the guest hangs up the bill, please sign it. "Would you please sign the bill?"

If the guest needs to make a domestic or international long-distance call, "Excuse me, please wait a moment.". Is the number you want to dial XXX? " After the switchboard is turned out, give the microphone to the guest.

6. If the guest needs to surf the Internet or send and receive e-mails, first explain the price to the guest "Hello, our charging standard here is 0.35 yuan per minute". If it is confirmed that the guest needs to surf the Internet, the operator will give it to the guest after explaining that he can surf the Internet.

Business center service process and workflow

Section 1 Sending and Receiving Fax Service Procedures

Send fax program

Receive the original fax of the guest.

1. Browse the contents of faxes sent by guests.

2. Confirm the destination and fax number.

3. personally confirm the number of papers to be sent.

Second, dial to send a fax.

1. Confirm that the dialing is consistent with the destination number.

2. If there is a problem in the process of sending the fax, the person on duty must contact the guest.

3. Fax the "OK" report to the guest for confirmation.

4. According to the "OK" report, the time spent, the number of pages and the country and region where it was sent, it shall be settled according to the price list.

5. Issue bills or payment receipts.

6. Write down the room number, guest name and fax details, and attach the fax number.

Third, ask about the payment method.

1. If the bill is signed,

A. Please show me your room card and check it by computer.

Please sign the bill.

C. Send the bill to the cashier at the front desk for the payee to sign.

D. Give the second and third copies to the cashier and keep the first copy.

E the fourth copy shall be submitted to the night trial together with the night trial report.

If you pay now.

A. take the guests to the cashier at the front desk to pay.

B the cashier shall affix the "RMB receipt stamp".

C the first copy shall be kept, the second copy shall be given to the guests, the third copy shall be submitted to the cashier, and the fourth copy shall be submitted to the night audit together with the report.

Receiving and sending fax program

I. Receiving faxes

1. Check whether the fax is correct according to the name and room number of the recipient.

2. After verification, put the fax in the envelope.

Indicate the recipient's name and room number on the envelope.

4. Register the relevant contents of the received fax in the register. Indicate the date, name, room number, page number and newspaper receipt, etc.

Second, take the initiative to contact guests.

1. Call the guest to get the fax.

If you are not in your room, please inform the front desk to leave a message and pick it up at the business center when the guests come back.

3. Inform the switchboard to turn on the message light and inform the guests that there is a fax in the business center.

Third, charge fees.

1. Charge the guest fee according to the stipulated price.

2. After the guest confirms, sign the bill or pay cash.

If the guest asks to close the room, please ask the bellboy to send the fax and bill to the room for signature. The fax must be packed in the specified envelope, with the room number and name written on it, and kept confidential and must not be lost.

Four, no room number fax processing

1. Mark "to be investigated".

2. Check the computer or contact the front desk at any time.

Verb (abbreviation of verb) fax of non-resident guests

1. Try to find or notify the recipient in time according to the clue.

2. Go through the registration formalities.

3. Shuttle is charged according to regulations.

Six, the guest's expected arrival fax

1. Inform the front desk to confirm whether it is the expected guest.

2. Record the estimated arrival date in detail.

The receptionist at the reception desk will inform the guests to pick them up at the business center when they check in.

Seven, check the guest fax

1. Inform the front desk in time.

The reception desk is responsible for contacting the guests or sending them there.

3. The reception desk should contact the reception unit or the reservation person.

4. If you can't get in touch, put it on record in three days.

Section 2 Copying, Typing and Computer Word Processing Services

A, copy service program

1. When a guest comes to the business center and asks for a copy, the staff should stand up and greet the guest politely.

2. Learn more about the guest's copy requirements, what size paper to use, font size, single-sided copy or double-sided copy, and how many copies each.

3. Copy as required, try to make the copy the same as the original, and keep it clear and tidy.

4. put the manuscript in order and return it to the guests.

5. After copying is completed, please ask the guest for acceptance, and then issue a bill, and ask the guest to sign or pay cash. The bill will indicate the number of pages, specifications, unit price, copying time, etc.

6. After the copy is approved by the guest, ask whether binding is needed and help binding according to the guest's requirements.

7. After the copy service, register relevant information in the Copy Service Record Book.

2. Typing and computer word processing services

1. When a guest requests typing or computer processing services, the receptionist must ask the guest clearly and read the manuscript. If you are not clear, you must confirm with the guests.

2. Send instructions about the charging standard to the guests.

3. After the phone call for the guest, check yourself first, and then ask the guest to check.

If you can't finish it within the time expected by the guests, you should apologize to the guests and give an explanation.

Please count the pages and settle the account according to the price list. The procedure is as above.

6. If you need to type in the hotel, you must write by Director Song of the General Office before printing.

Section III Appointment Service Process

First, accept the reservation.

1. Take the initiative to greet

When the guest needs to book a ticket, he should hand the ticket and pearl pen to the guest with both hands. The language expression is: "Hello, please make up the ticket."

When filling in the order, please prepare more trains or flights for booking.

If the guest needs the receptionist to help him fill it out, he should ask the guest to sign for approval.

Precautions:

1. If a guest calls to book a ticket, he should ask the guest to fill in the reservation form at the front desk. Language expression: "sir, would you please come to the front desk to fill in the reservation form?"

2. Pay attention to the room number, date, destination, reservation number, etc.

3. The principle of booking a train ticket is 4 days in advance, and the ticket is 1 day in advance.

Second, collect the deposit.

1. When filling in the ticket voucher, the prepayment amount should be indicated and signed by the receptionist. Language expression: "Sir, your ticket costs about XX yuan. Would you please pay the deposit? "

Note: If booking a plane ticket or a soft berth, guests should be required to leave their certificates. Valid documents include ID card, passport, Home Visit Permit and Taiwan Pass.

Third, check the reservation voucher.

1. Repeat the reservation to the guest. Language expression: "Sir, the ticket you booked is X tickets to Shanghai on XX, and we will try our best to solve it for you."

2. Explain to the guests whether it is possible to change the number of trains and flights on other dates in case tickets cannot be bought on the specified date. If the guest says yes, please fill in the reservation form clearly.

3. Give the booking voucher to the guest, and the language expression is: "Sir, here is your booking receipt, you can pick up the ticket."

Fourth, book tickets.

1. Contact the ticket center by telephone to confirm the air ticket or plane ticket according to the reservation requirements.

2. Pay attention to the frequency, time, quantity, origin and destination of tickets and air tickets.

3. Explain the ticket collection time to the ticketing center.

Verb (abbreviation of verb) informs the guest to pick up the ticket.

1. When the ticket delivery staff delivers tickets, the reception staff should carefully check the tickets and fares.

2. After you get the ticket, you should put it in a special small envelope and write down the date, train number, fare, guest name, advance payment amount, change amount, etc. On the cover of the envelope, in addition to the guest's ticket, you should also put the tickets of the ticket list and the change that should be given to the guest.

Inform the guest immediately that the ticket has arrived and ask him to pick it up at the reception desk.

When the guest comes to pick up the ticket, the receptionist must take back the booking voucher, keep it properly and give the above envelope to the guest, ask the guest to check it face to face, and give the receipt of the booking procedure to the guest together, then say goodbye to the guest.

Precautions:

1. If you didn't get the ticket, you should apologize to the guests again and again and try your best to help them.

2. If the guest has booked the air ticket and refunded the ticket, the receptionist should charge the refund fee according to the regulations of the railway and aviation departments, and give the refund fee receipt to the guest.

Section IV Other Service Procedures

I. Procedures for providing domestic and international long-distance telephone services to guests

1. Ask the payment method of the guest.

Tell guests how to make domestic and international long distance calls.

3. After the call, the guest will charge according to the call time and the stipulated handling fee.

4. The bill processing method is as above.

Two. Printing, copying and faxing of internal documents

1. The business center must be as polite as a guest when receiving internal documents.

2 to handle, must hold the application form signed and approved by the director of the general office.

3. After receiving the internal documents, we must handle them carefully, but we should adhere to the principle of "guests first, internal documents later".

4. The quantity and specifications of paper recorded, printed and copied by each department shall be signed by the department head.

5. The internal fax must indicate the name of the department in the OK report and be signed by the sender.

6. After receiving the internal fax, it should be recorded in the internal register in time and signed by the person in charge or above.

7. What is on duty must be done on duty.

Business center evaluation rules

1. Items are not placed neatly, and 2 points will be deducted.

2. Revealing the business secrets of the guests, deduct 10-20 points.

3. Use business center equipment for personal gain, deduct 10, except for ad valorem payment.

4. If there is no sense of saving, resulting in unnecessary loss of paper or equipment, 10 will be deducted.

5. Refusing to provide typing, copying and other services for guests after work, 20-50 points will be deducted, and 50-200 points will be deducted depending on the seriousness of the case.

6. If the work specified in each shift can't be completed satisfactorily, each missing item will be deducted 10.

7. 5 points will be deducted if the daily business is not operated according to the prescribed procedures.

8. If the signing formalities are not well executed, 5 points will be deducted, which will cause the guest to refuse to pay, and the account that the guest escaped will be compensated.

9. Improper storage of various materials and statements will be deducted 10.

10. Failing to operate according to normal procedures, resulting in the failure of computers, photocopiers and other equipment, 20-200 points will be deducted.

1 1. If you don't pay attention to maintaining various equipment and facilities at ordinary times, 5 points will be deducted.

12. Violates any clause in the equipment management system of the computer production room of the business center. 10-20. Causing serious consequences, deduct 20- 100 points.