STANDARD OPERATING PROCEDURE PHOTOCOPIES TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: BC-0004 Business Center January 2005 If I ask for copies to be produced, I expect them to be of good quality and logically sequenced and checked I expect to have my original returned in good condition and I expect employees to be competent in handling the photo copy machine 25 minutes Why is this task important for you and our guests? Answers: The guest wants to have a good quality copy of any size I feel confident in delivering the service our guests expect We are able to increase the GSTS score by delivering service professional Task - Photocopies Page of WHAT/ STEPS 1) Welcome HOW/ STANDARDS TRAINING QUESTIONS Welcome the guest and politely query: “How can I help you”? DRILL LANGUAGE Show the guest to the private area 2) Check Check the assignment accepting the work before Why I have to check the work before confirming the job? If you are not able to complete the Why can the Supervisor help? task, ask for help from your Supervisor Why I have to have the guests Obtain the guests’ name and/or room name? number 3) Charges Advise the guest of the cost and Why does the guest need to know completion time the completion time? 4) Proof Proof the quality of the copies What are things to watch when proofing copies? 5) Presentation Place your copies as well as the guest’s original document into an envelope Is it really necessary to put all documents into the envelope? Task - Photocopies Page of WHAT/ STEPS 6) Delivery HOW/ STANDARDS TRAINING QUESTIONS Ask a Bellman to send it to the Why I need to ask a Bellman? guest’s room or kept at the Business Center for collection (In accordance with the Guest’s Instruction) 7) Log Record in the ‘Copy Log Sheet’ by date, guest name and room number 8) Payment of outhouse, 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) Why I have to log the task? Check function sheet or instructions if the guest is a conference guest 9) Billing 10) Bid Farewell 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 Obtain Guests signature on the bill of any guest Why I need a signature? Always thank the guest by saying: DRILL LANGUAGE “Madame/Sir has everything been to Task - Photocopies Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS your satisfaction? Thank you for using our service, if we can be of any further assistance, please contact us again Good bye” Summary questions: Other than a warm smile, what else should I to create a professional business centre image? Do I always have to check before accepting work? Why I have to tell the guest about the charges in advance? What are things to look out for in relation to proofing copies? Why can I not handover the copy without an envelope? Where is the work delivered to? Why is a log important to keep? How you bill if the guest is not staying in house? Why I need the guests Signature on the bill? 10 Why I have to Bid Farewell and thank the guest to use our Services? Now ask the Trainee to practice the Task from start to end to test competency Task - Photocopies Page of Task - Photocopies Page of ... QUESTIONS Ask a Bellman to send it to the Why I need to ask a Bellman? guest’s room or kept at the Business Center for collection (In accordance with the Guest’s Instruction) 7) Log Record in the ‘Copy... Good bye” Summary questions: Other than a warm smile, what else should I to create a professional business centre image? Do I always have to check before accepting work? Why I have to tell the guest