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1、1 叶予舜 二一四年十二月二十八日星期日 酒店管理前厅 酒店服务操作医疗帮助 Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？ Answers: 回答： 1. We must have a good safety and security procedure to protect our staff and guests. 我们必须有一个好的安全的和保险的程序去保障我们的员工和客人。 2. Medical service is a critical issue in a hotel and the
2、guest must experience a level of confidence in the medical provider and the staff member who they are liaising with. 医疗服务在酒店是一项决定性的焦点事件,客人必须体验有一定水平和自信 的医疗员工的服务并能担任联络员。 3. Improve our GSTS score. 提高 GSTS 分数。 4. Demonstrate our professionalism by showing care and concern. 体现关爱和关心，以证明我们的专业。 2 叶予舜 二一四年十
3、二月二十八日星期日 WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. Answering 应答 Pick up the call within 3 rings by saying: 在铃响三声之内接起电话： Good Morning/afternoon/evening/, XXX Hotel,. XX speaking, How may I help you? 早上/下午/晚上好，XXX酒店，我是 XXX，有什么能帮您？ Is there a standard that all hotels must provide the medical se
4、rvice? 所有酒店必须提供医疗服务是标准吗？ DRILL LANGUAGE 对话练习 2. Listening 聆听 Let the guest know we are listening to him. 让客人知道我们正在聆听他讲话。 Do not interrupt the guest and clarify guest needs. 不要打断客人并了解客人需要。 Confirm with the guest why he/she is not feeling well. 与客人确认他/她感觉不舒服的原因 Take down the note as following: 按照以下步骤记
5、录下来： - Guest name and room number 客人姓名和房间号码 Why should I not interrupt the guest even I know what his/her problem is? 我们为什么不打断客人， 即使知道他/她 的问题所在？ Do you think the guest will be upset with me if I ask so many questions? 如果我们问客人许多问题，你认为客人 会不高兴吗？ What do I have to note in order to react accordingly ? 3
6、叶予舜 二一四年十二月二十八日星期日 WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS - Exact time of the call 打来电话的准确时间 - Some details 详细信息 - Name of staff 员工姓名 Ensure complete details of incidents are recorded. 确保记录下完整详细的事件。 我们需要记录下什么内容以便采取相应 的行动？ What is the purpose of recording information? 记录下这些信息的目的是什么？ 3. Offer a
7、ssistance 4. 提供帮助 “Mr./Ms. XX, please stay clam, we will have someone coming up to your room immediately.” “XX 先生/小姐，请保持冷静，我们将 会派人马上来您的房间。” Inform the Assist. Manager on duty immediately and give details as much as possible. 立即通知当班大堂副理，并尽可能多的 提供详细信息。 DRILL LANGUAGE 对话练习 4 叶予舜 二一四年十二月二十八日星期日 WHAT/ ST
8、EPS HOW/ STANDARDS TRAINING QUESTIONS Give the guest the feeling of importance. 让客人感到他很受重视。 Assistant Manager knows the nature of the call., and decides to call a doctor or an ambulance. 大堂副理知道分辨电话的性质，并决定 打电话叫医生或救护车。 In serious situations GM/EAM must be informed immediately. 在多数情况下， 必须马上通知总经理/助 理经理。
9、 Is the Assistant Manager the only person to call a doctor or an ambulance? 大堂副理是唯一可以打电话叫医生或救 护车的人吗？ What is the right time to inform the GM/EAM? 通知总经理/驻店经理的恰当时间是什 么时候？ 4. Follow up 跟进 The Assist. Manager must follow up whether the guest is getting better or not. 大堂副理必须对客人感觉是否好些进行 跟进。 The Assist. Ma
10、nager must call the guest to check on their situation and how the guest is feeling. Why does the Assistant Manager need to follow up, when I am fully aware of the situation. 为什么当我们完全意识到情况时，大堂 副理还需要跟进？ Why is the follow up important? 跟进为什么如此重要？ 5 叶予舜 二一四年十二月二十八日星期日 WHAT/ STEPS HOW/ STANDARDS TRAINING
11、 QUESTIONS 大堂副理必须给客人打电话核实他们的 情况并了解客人的感觉。 Good evening, Mr./Ms. XX, This is XXX calling from the Assist. Manager. I just want to know how you are feeling now? 晚上好，XX 先生/小姐，我是大堂副理 XXX，我想知道您现在感觉怎么样了？ DRILL LANGUAGE 对话练习 5. Serious matter and Fatalities 各种事件和灾祸 In serious matters, (death or suicides of
12、a guest), please refer to Risk Management guidelines or your internal Emergency Handbook. 对于各种事件（死亡或客人自杀），请 参考危险事故管理指南或参考你酒店内 部的紧急事故手册。 What do I have to do in case of death of a guest? 万一客人在酒店死亡，我们要怎么做？ Do you know what needs to be actioned on the system in the event of a fatality? 万一发生灾祸事故，你知道需要采取
13、什 么行动吗？ 6 叶予舜 二一四年十二月二十八日星期日 Summary questions: 问题摘要： 1. 问题摘要 a) Why is medical assistance important for the guest? 医疗帮助对客人来说为何重要？ b) What type of service is provided to all guests？ 对所有客人提供什么类型的服务？ 2. 问题摘要 a) When we listen to the guest with a medical problem, what specifically are we listening for?
14、 当我们听到客人有医疗的问题，有什么需要我们特别听清楚的？ b) What recorded information is required? 需要记录下什么信息？ 3. 问题摘要 a) Who should you contact first and when should they be contacted? 你应该首先联系谁以及他们应该在什么时候被联系？ b) When would you let the GM know? Who does this you or the Duty Manager? 什么时候应该让总经理知道？谁去做你还是值班经理？ 4. 问题摘要 a) Why is f
15、ollow up important? 跟进为什么如此重要？ 7 叶予舜 二一四年十二月二十八日星期日 b) Who should follow up? 谁应该跟进此事？ 5. 问题摘要 a) What do I have to do when a guest dies? 当客人死亡，我们要怎么做？ b) Where is the Risk Management Manual located? 风险管理指南位于哪里？ Now ask the Trainee to practice the whole task from start to end to test competency. 现在开始对员工进行该题目的整体练习并测试员工的接受能力。
