STANDARD OPERATING PROCEDURE INTERNET FOR GUESTS TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: BC-0005 Business Center January 2005 I expect every hotel to have a private area for me to log into the Internet because I am not always traveling with my Computer I don’t expect exorbitant charges 25 minutes Why is this task important for you and our guests? Answers: I know what our guests expect Our guest are sometimes on holidays and not have their business equipment with them Our guests might have lost their business equipment, so they need additional help We can increase our GSTS score We can show professionalism Task – Internet For Guests Page of WHAT/ STEPS STEPS 1) Welcome HOW/ STANDARDS TRAINING QUESTIONS Welcome the guest and ask guest courteously: “How can I help you”? Show the guest to the private area 2) Check Obtain guest name and room number Why I have to obtain the guests room number and name? 3) Use & Charges Explain to the guest how he/she can use the Internet Why I need to explain the use of the Internet? After the explanation, inform the guest, that we raise a charge for the Internet connection Why we charge in the Business Center and not in the Club Lounge? DRILL LANGUAGE Madame/Sir, May I inform you, that we charge………for the connection to the Internet 4) Privacy If you need any help, please contact me I am just around the corner………… Why should I offer help? Leave the guest alone in the area Task – Internet For Guests Page of WHAT/ STEPS 5) Billing HOW/ STANDARDS The charges for the Internet appear in the Business Center Folio TRAINING QUESTIONS How can the charges appear in the Business Center Folio? If the guest is an in-house guest, ask the guest to sign the bill and post charges to his guest room If the guest is outhouse, restaurant or conference guest ask about payment Can outhouse guest as well use our Facilities? What is a function sheet? Check function sheet for conference guests Can billing instructions be different on the function sheet? Otherwise obtain charges immediately 6) Bid Farewell Always thank the guest by saying: “Madame/Sir has everything been to you r satisfaction? Thank you for using our service, if we can be of any further assistance, please contact us Task – Internet For Guests DRILL LANGUAGE Page of again Good bye” Summary questions: How should all guests be greeted? What information is required from all guests who walk in? a) Why I have to tell the guest about the charges in advance? b) Do I have to know how the Internet works? Why can I not just show the guest where the Internet is? Why is privacy so important? a) What is a function sheet? When would I refer to it? b) Why I need the guests Signature on the bill? Why is an appropriate farewell necessary? Now ask the Trainee to practice the Task from start to end to test competency Task – Internet For Guests Page of ... use the Internet Why I need to explain the use of the Internet? After the explanation, inform the guest, that we raise a charge for the Internet connection Why we charge in the Business Center. .. Task – Internet For Guests Page of WHAT/ STEPS 5) Billing HOW/ STANDARDS The charges for the Internet appear in the Business Center Folio TRAINING QUESTIONS How can the charges appear in the Business. .. Center and not in the Club Lounge? DRILL LANGUAGE Madame/Sir, May I inform you, that we charge……? ?for the connection to the Internet 4) Privacy If you need any help, please contact me I am just