STANDARD OPERATING PROCEDURE OUTGOING AND INCOMING FAX TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: BC-0001 Business Center January 2005 I am expecting professional service from professional people in the Business Center I want to have my documents handled as I would in my own office 25 minutes Why is this task important for you and our guests? Answers: Guests are sending important information and are requesting professional handling Guests are not in their office, but are awaiting secretary services I know how to handle a Fax or other confidential information Task – Outgoing and Incoming Fax Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Greeting “Good morning Afternoon evening Madame/Sir how can I help you” DRILL LANGUAGE 2) Verification Verify the guest’s name and room number as well as always repeat the Fax number Why I have to verify the Guests name, room number or fax number ? 3) Charges information Advise guest of the cost Why is it important to advise the guest about the cost? 4) Additional Service offered Ask the guest whether he wishes to wait or have the original fax delivered to the room or another area Why I need to handover the fax in an envelope? Always handover the sent fax in an envelope What should I when the Bell Boy has no time? If the guest wants to have the fax delivered to the room, put the fax in an envelope, note room number and name of the guest and call the Why I have to send the fax Concierge for delivery immediately ? Send fax immediately 3) Billing Task – Outgoing and Incoming Fax Prepare a Business Center bill Does every guest need a bill? Always ask the guest to sign after you indicated the price for sending Page of the fax WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 4) Confirmation Obtain Transmission Report from the Is a transmission report important? Fax machine to give to the guest with What can I see on this report? the sent fax in an envelope If the guest is an in house guest, post the charges to the guest folio right away, and ask him/her to sign the bill 5) Sending a Fax for external guests of guests without a guest room ( Conference or Restaurant guest) If the guest is not staying in the hotel, ensure you receive an immediate payment and provide a receipt 6)Log & Filing Log in the Outgoing Fax Book Why I need a log book? Guests’ name, room number, total pages, destination number and transmission results Why I need to file the transmission report after every shift? File summary report from fax machine after every shift 7) Handling an incoming fax Upon receipt of a fax, check the What I have to if the guest is computer to determine the room not in the hotel? number of the guest or his/her arrival Task – Outgoing and Incoming Fax Page of date 8) Recording incoming fax WHAT/ STEPS 9) Incoming Fax for checked out guest Record on Incoming Fax Log Book What is the reason of recording a Time received incoming fax? b Pages c Guest name & Room number or arrival date d Sender e Fax Number HOW/ STANDARDS TRAINING QUESTIONS If the fax received is for a guest who has checked out or there is no reservation under that name, send a fax back to the sender e.g DRILL LANGUAGE Mr XXX has already checked out of the hotel, please advise should you wish us to keep the facsimile Sometimes, the Concierge knows a guest, so it is important, that the Business Center informs the Concierge about this fax 10) Additional information If there is no reply, then destroy the Why I need to destroy the fax fax after 72 hours DO NOT THROW THE FAX IN A RUBISH BIN ALWAYS PUT THE Task – Outgoing and Incoming Fax Page of FAX IN A SHREDDER 11) Charges for incoming a fax All incoming facsimiles are free-ofcharge Why we not charge for incoming faxes? Summary questions: How I acknowledge a guest who is waiting when I am already serving someone else? What might happen if I not take time to verify the guest name, room number and fax number? What information must be told to all guests? a) Can I throw the transmission fax away? b) How I present the fax if I have run out of envelopes? How I charge a guest who is not staying with us? What happens if I forget to log into the log book or forget to file the transmission report? What’s the first thing I when an incoming fax arrives? If it is busy I still have to record an incoming fax? What should I if the guest has checked out and a fax arrives for him? 10 How are all faxes to be destroyed? 11 What is the charge for an incoming fax? Task – Outgoing and Incoming Fax Page of Now ask the Trainee to practice the Task from start to end to test competency Task – Outgoing and Incoming Fax Page of ... number and name of the guest and call the Why I have to send the fax Concierge for delivery immediately ? Send fax immediately 3) Billing Task – Outgoing and Incoming Fax Prepare a Business Center. .. is the charge for an incoming fax? Task – Outgoing and Incoming Fax Page of Now ask the Trainee to practice the Task from start to end to test competency Task – Outgoing and Incoming Fax Page of... ALWAYS PUT THE Task – Outgoing and Incoming Fax Page of FAX IN A SHREDDER 11) Charges for incoming a fax All incoming facsimiles are free-ofcharge Why we not charge for incoming faxes? Summary