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1、PROPERTYDEPARTMENTJOB TITLEMAIN TASK NO. / DESCRIPTIONSUB TASK NO. / DESCRIPTIONPage 1 of 2OABFront OfficeCustomer Service Representative Front Desk4. Guest ServicesNot ApplicableSNTASK ELEMENTSTASK STANDARDS/KEY POINTSSKILLS & KNOWLEDGE / TRAINING GUIDELINES4.8Handling inquiries and/or requestsSTEP
2、S1. Greet the Customer2. Understand the Customers Needs3. Explore Service OptionsEnsure accurate information is provided to the guest and requests are relayed to the concerned department immediately.Face to face situation: Say, “Good morning/afternoon/evening Mr./Ms. Guest or Sir/Mdm, may I help you
3、?”Telephone situation: Say, “Good morning/afternoon/evening, property name, may I help you?” Verify name and apartment number with PMS by saying, “Mr/Ms Guest, may I verify your name or/and apartment number please?” Listen actively Always record down the guest request on your handbook. Never attempt
4、 to memorize the details by your head only. Ask questions to ensure that you understand the request correctly Summarize or rephrase the guests request by saying, “Mr./Ms. Guest you need the assistance of an engineer to help you with the air-conditioning unit, is that correct?” Say, “Mr/Ms Guest, I c
5、an assist you by either . or . which would you prefer” or : For requests, say, “Mr./Ms. Guest, I will relay your request to the _ Department and they will attend to you shortly.” For inquiries on the property, ensure that you provide accurate information For inquiries related to the city, assist gue
6、st where possible or have an associate from Concierge take over PRE-REQUISITES Use of Fidelio Introduction to other departments New Employees Orientation Product KnowledgePREPARATION OJT HOURS (55 minutes) Intro 15 mins. Demo 5 min. Demo w/exp 10 mins. Guided Practice - 10 mins Practice 10 mins. Tes
7、t 5 mins.PROPERTYDEPARTMENTJOB TITLEMAIN TASK NO. / DESCRIPTIONSUB TASK NO. / DESCRIPTIONPage 2 of 2OABFront OfficeCustomer Service Representative Front Desk4. Guest ServicesNot ApplicableSNTASK ELEMENTSTASK STANDARDS/KEY POINTSSKILLS & KNOWLEDGE / TRAINING GUIDELINESSTEPS4. Satisfy the Customer5. T
8、hank the Customer6. Follow through - Inform concerned departments if required7. Verify if the request been handled properly.Make a courtesy call back if necessary Say, “Mr./Ms. Guest, is there anything else I can assist you with?” Say, “Thank you for calling Mr./Ms. Guest. And have a nice day.” Rela
9、y request/information accurately and immediately. Provide guests name and apartment number. For Housekeeping and Engineering concerns after 5:30 p.m., relay message to Front Desk. Check back with the following department to ensure the request been handled in efficient and proper manner. Courtesy call back if necessary:” Mr./Ms. This is _ at the Customer Service, And I want to make sure if the situation/request been solved properly.”
