阿STANDARD OPERATION POLICIES AND PROCEDURES
Department: Front Office SOP NO.: FO-SOP-OP-014 Date: 14 January 2014
Approval Level: Front Office Manager
SUBJECT: Receiving a Wake Up Call Request 标题：叫醒服务的要求 Policy Statement 描述
To be ready and alert to greet any guest that calls, Let your voice indicate consistency create an image of friendliness and sincere. To maintain courteousness and politeness to guests at all times as a reflection of the high levels of service of the hotel. Let the customer feel that we try our best to assist him and we are polite and helpful.
时刻准备着接听客人电话, 真诚的问候客人。通过你的声音使人感受到友好和真诚,始终以谦恭礼貌的态度表现出酒店高水平的服务。我们会尽可能帮助客人,让客人感觉到我们的礼貌和助人为乐。
Purpose 目的
Ensure exact details are taken as a wake up call is an important issue. If a guest misses his/her flight or an important meeting because of the wake up call, the hotel might be held responsible for the error. To satisfy our guest with accurate and effective wake up call service to him/her, to keep and maintain the standards of Tegoo Hotel, Show your respect to the customer.
确保叫醒服务信息的准确非常重要。如果客人因为叫醒服务的不到位而没有赶上飞机或重要会议，酒店将负全责。满足在住有此项需求的客人，确保客人的叫醒服务准确有效，遵循厦门泰谷酒店的标准,表现对客人的尊重。
Procedure 程序
1. Preparation
准备
Get ready with wake up call sheet and ball pen on the hand. Easy for us to record the guest needs immediately.
准备叫醒服务记录表和笔,方便立即记录。
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2. Answer the call.
接听电话。
Answer the call within 3 rings and greet the guest courteously. Always be polite and offer assistance according to the standard procedure in handling calls. Inquire how you could be of assistance to the caller.
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。询问客人需要什么样的帮助。
3. Take the request.
获得要求。
If a guest requests for a wake up call, ensure that the Wake Up Call Sheet is ready. Inquire and note down the following information:
如果客人要求提供叫醒服务，确保准备好叫醒电话单。询问并记录下以下信息：
Guest name and room number.
客人姓名和房号。
Date and time of the wake up call.
叫醒日期和时间。
Whether a second wake up call is required.
是否需要提供二次叫醒。
If the call is received from another department, ensure that the above 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。
4. Repeat the details. 重复细节。
Once obtained, repeat the details to 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。 5. Program the wake up call in the console. 把叫醒服务的要求输入控制台。
Recheck guest names against the system to ensure that the information is correct. Immediately program the wake up call in the switchboard console. Input the guest room number and time (within 24hrs) and 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。输入客人房号和时间（24小时内），如果客人要求二次叫醒同客人再次确认。
Programming the wake up call immediately reduces the possibility of overlooking to do so. 立刻把叫醒服务信息输入系统，以减少不必要的遗忘。
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6. Update the wake up call sheet. 更新叫醒电话单。
Indicate in the Wake Up Call Sheet 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。
If a guest wishes to have a wake up call for a number of days, record this in the Future Call Time
book. This should be updated daily during the night shift. Report to the Service Leader, and key in the guest’s 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。
7. Night shift checklist.
晚班表。
Before the system closes, the night shift 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 for record purposes. 整理报告,便于日后查询。
Remarks 备注：
1） After determining where the incoming call will be connected, the guest will be advised: “My
pleasure” or “My pleasure to connect you”. Always thank the guest for calling and close the conversation before putting down the line. Showing Tegoo service standard。
每次结束通话前要感谢客人的来电。展示我们泰谷服务标准。
2） Always hang up the phone only AFTER the caller has left the line. Respecting the caller and
show our courtesy.
只有当来电人挂断电话后才能挂电话。尊重来电者，表现我们的礼貌。
3） Offer extra mile service when there is possible. A positive and hospitable image must be
projected when answering all phone calls.
如有可能，尽可能多为客人服务。在接电话过程中，要树立积极好客的形象。
4） Guest must be addressed by name at least three times during the request. 处理过程必须至少称呼客人姓名三次。
5） To take extra mile to Wow our customers, we may close our service by “Is there anything else I
can do for you?” to convey our hospitable image.
为了更好的取悦我们的客人，我们可以使用：“还有什么我可以为您做的吗？”以传达我们的热情好客。
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