STANDARD OPERATING PROCEDURE PRINTING TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: BC-0009 Business Center January 2005 I have a presentation to deliver I expect staff to be able to access my removable drive (“thumb” or USB) or floppy disk or transfer it from my lap top, to print out the document I expect this service to be available at all times 25 minutes Why is this task important for you and our guests? Answers: The guests want to have a good quality service They want access to a printing machine any time they need to I feel confident in delivering the service to our guests, because I know what to We are able to increase the GSTS score by delivering service professional Task - Printing Page of WHAT/ STEPS 1) Welcome 2) Check HOW/ STANDARDS TRAINING QUESTIONS Welcome the guest and ask Guest kindly: “How can I help you”? Show the guest to the private area Check the assignment accepting the work DRILL LANGUAGE before Why I have to check the work before confirming the job? Please check the Disc for viruses or Why can the Supervisor help? any other defects Follow removable What can the IT Manager drive instructions carefully better? What is a Thumb Drive? What If you are unsure, contact the IT other technology may exist to Manager That’s what they are there execute print functions? for If you are not able to complete the Why I have to have the guests task, ask for help from your name? Supervisor Obtain the guests’ name and room number 3) Charges Advise the guest of the cost and Why does the guest need to know completion time Please be aware, the completion time? colored and b/w printings have Why are the charges different? different charges 4) Control Proof the quality of the printed pages Task - Printing Why I have to check the quality? Page of 5) Presentation WHAT / STEPS 6) Delivery Present the printed page to the guest Depending on the size of the print job this can be presented in an envelope HOW/ STANDARDS Is it really necessary to present my work to the guest? TRAINING QUESTIONS Ask a Bellman to send it to the guest’s room or kept at the Business Center for collection (In accordance with the Guest’s Instruction) 7) Log Record in the ‘Printing Log Sheet’ by Why I need to log the task? date, guest name and room number 8) Payment of external, Restaurant or Conference Guest If the guest is not staying in the Do we offer this service to guests hotel, ensure you receive an who are not staying in the hotel? immediate payment or a charge is made to the conference bill (Check function sheet) Check function sheet or instructions if the guest is a conference guest 9) Billing If the guest is a houseguest, post to Why does the system not post the guest folio as soon as the task is automatically? completed Task - Printing Page of Obtain Guests signature on the bill of any guest Please refer to Acc Procedure #………… 10) Bid Farewell Always thank the guest by saying: Why I need a signature? DRILL LANGUAGE “ Madame/Sir has everything been to your satisfaction? Thank you for using our service, if we can be of any further assistance, please contact us again Good bye” Summary questions: What is the standard method of greeting visitors to the business centre? Is it necessary to stand? Do I always have to check before accepting work? What would you check for on a disk? Why I have to tell the guest about the charges in advance? Are there price differences for colour and black and white? Which price should be told to the guest ? I am doing my Job well, why I have to check my work quality work with the guest? How are print jobs presented? Who delivers print jobs to guests and how long should it take? What details are required to be logged after the job is completed? What if the guest is from outside and wants to pay by cash but I have no change and I am alone in the BC? When is the folio posted if it is an in house guest? 10 Why I have to Bid Farewell and thank the guest to use our Services? Task - Printing Page of Now ask the Trainee to practice the Task from start to end to test competency Task - Printing Page of ... to the guest? TRAINING QUESTIONS Ask a Bellman to send it to the guest’s room or kept at the Business Center for collection (In accordance with the Guest’s Instruction) 7) Log Record in the ‘Printing... contact us again Good bye” Summary questions: What is the standard method of greeting visitors to the business centre? Is it necessary to stand? Do I always have to check before accepting work? What