STANDARD OPERATING PROCEDURE TYPING TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: BC-0003 Business Center January 2005 If I request typing services, I expect the task to be professionally executed in accordance with international business standards, the same as it is done in my own office 25 minutes Why is this task important for you and our guests? Answers: The guest wants a professionally typed business communication service in accordance with international business standards The guest wants to receive a good quality copy of the communication I want to feel confident in delivering the service our guests expect We are able to increase the GSTS score by delivering service professional Task – Typing Page of WHAT/ STEPS 1) Welcome HOW/ STANDARDS TRAINING QUESTIONS Welcome the guest and ask them courteously how you may be of assistance DRILL LANGUAGE “How can I help you”? Show the guest to a private area if necessary 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 guest’s name and room name? number 3) Charges Advise the guest of the cost and Why does the guest need to know completion time the completion time? Type carefully and accurately Why I have to copy accurately? 4) Control Proof the quality of the copy Why I have to read what I typed? 5) Presentation Place the typed pages as well as the guest’s original document in an Is it really necessary to put all documents into the envelope? Task – Typing Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS envelope 6) Delivery Ask a Bellman to send it to the guest’s room or clarify with the guest whether they want it retained at the Business Center for collection 7) Log Record in the ‘Typing 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) 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 Obtain Guests signature on the bill of any guest Please refer to Acc Procedure #………… 10) Bid Farewell Always thank the guest Why I have to log the task? Why I need a signature? DRILL LANGUAGE “Madame/Sir has everything been to your satisfaction? Thank you for Task – Typing Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS using our service, if we can be of any further assistance, please contact us again Good bye” Summary questions: Other than a warm welcome what else demonstrates professionalism in the Business Center? (a clean work station) Do I always have to check before accepting work? Why I have to tell the guest about the charges in advance? Why is proofing the quality of the original and the copy so critical/ Why can I not handover the typed pages without an envelope? How is the work delivered to the guest? What must be logged? What is the procedure for charging the guest? How does Accounting know about the charge? 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 – Typing Page of Task – Typing Page of ... send it to the guest’s room or clarify with the guest whether they want it retained at the Business Center for collection 7) Log Record in the ‘Typing Log Sheet’ by date, guest name and room... Summary questions: Other than a warm welcome what else demonstrates professionalism in the Business Center? (a clean work station) Do I always have to check before accepting work? Why I have