洲际酒店集团前厅部-服务中心标准运营程序

STANDARD OPERATING PROCEDURE ASSISTING GUESTS WITH OUTSIDE CALLS 帮助客人拨打外线 GSC-0001 Guest Service Center 客服中心 May 2008 2008年5月 I expect my phone calls to be handled efficiently, accurately and courteously by knowledgeable staff who understand what I need and want. 我希望我的电话能够高效的、准确的和礼貌的被了解我意图的有经验的员工处理。 20 minutes 20分钟 TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 TIME TO TRAIN: 培训时长 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. To make our guests feel welcome and to ensure that our guests are offered maximum service from our GSC. 使我们的客人感到受欢迎和保证我们的客服中心能提供给客人最好的服务。 2. To increase our GSTS score.

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提高GSTS分数。

3. To ensure professional handling of all incoming and outgoing calls. 能保证专业的处理所有打进和拨出的电话。

WHAT/ STEPS HOW/ STANDARDS 1) First visit guest 第一次入住的客人 A guest who is staying with us for the first time will not necessarily know how to handle our telephone system. 一位第一次入住我们酒店的客人，必然不清楚如何使用我们的电话系统。 Explain to the guest how to make IDD / DDD calls from the Guest Room Telephone in a warm and friendly manner. 用热情和友好地方式向客人解释怎样拨打国际长途电话/国内长途电话。 Inform the guest about toll-free numbers if applicable for Long Distance calls. 如果适用于长途电话，告知客人免费电话的号码。 Assistance should always be given to guests who inquires about different ways of making a phone call: 我们应该一直为询问不同的拨打电话的方法的客人提供帮助。 Dial for the guest and connect him/her. 为该客人拨打并为他/她接通。 Nevertheless explain the way to dial. 仍然要向其解释拨打的方法。 “Madame/Sir, please dial………….” “女士/先生，请拨????” TRAINING QUESTIONS Why do I have to pay attention especially to First Visit guests? 为什么我们必须特别注意第一次入住的客人？ What is the difference between IDD and DDD calls? 国际长途电话和国内长途电话的区别是什么？ What is a toll-free number ? 免费电话号码是多少？ What is the difference between a toll-free and a normal telephone call ? 免费电话和普通电话的区别是什么？ Why do I have to give assistance? 为什么我们要提供帮助？ DRILL LANGUAGE 对话训练 2) General Assistance 一般的帮助 Task – Assisting Guests with Outside Calls Page 2 of 66

Steps for IDD calls: To be added by hotel individual 拨打国际长途电话的步骤：加拨酒店自己的号码 Steps for local call: To be added by hotel individual 拨打本地电话的步骤：加拨酒店自己的号码 When asked to offer assistance, utilize the directory to assist in placing calls. (e.g. country code, the call unit charge etc.) 当需要提供帮助时，利用指南来帮助拨打电话。（如国家代码，电话的单位时长的费用，等等。） When we explain the way to dial, we should introduce the charge and the promotion calling time to the guest, and transfer to them. 我们在向客人说明拨打方法时，应向其介绍相关电话费用及优惠时间段，并帮其转接。 WHAT/ STEPS 3) Charges 费用 HOW/ STANDARDS TRAINING QUESTIONS What are the charges for international and national calls? 国际电话和国内电话的费用是多少？ Telephone charges are automatically calculated and posted to the guest folio with the details of the call. 电话费用将被自动计算，其详单将计入客人的账目中。 4) Making a Telephone call from other If the guest would like to place a call in the area than the guest room. Business Center/ House phone/other extension, GSA must obtain the guest’s name and room 客人在房间以外的其它区域拨打外number and verify this in the computer. 线电话。 如果客人想在商务中心/大堂公用电话/其它分机拨打电话，客服中心服务员必须获得客人的姓名和房间号码并在电脑中核实这些信息。 5) Posting telephone charges from other Upon termination of the call, the call accounting Which information has to be obtained by GSA if a guest asks to make an outside call from a house phone? Can I arrange a telephone call for a walk-in guest? 如果一位客人要求用一部公用电话拨打外线，客服中心服务员必须获得哪些信息？可以为一位非住店客人拨打电话吗？ What has to be done after the guest has Task – Assisting Guests with Outside Calls Page 3 of 66

areas than the guest room. system should be interrogated to determine the 对于从其它区域拨打电话费用的抛cost of the call and the charge should be posted to the guest’s account manually. 账。 在通话结束后，电话计费系统应确定该电话的费用，并且其费用应被手工抛到客人的账目中。 Use a misc. docket, let the guest sign and post manually with code……… to the guest room. 使用杂项单，让客人签字并按编号手工入账到客人房间。 6) Assistance If the guest refuses to pay for the telephone charges when they check out, GSC will assist in 帮助 locating the telephone call details in the Call Charge System. If necessary, contact your Local Telecom Office and furnish them with these details: 如果客人在结账时拒绝支付其电话费用，客服中心会协助在电话计费系统中找出其电话详单。如有必要，联系当地电信公司并提供给他们如下详情： Reconfirm the amount posted with the Telecom office and call details such as: time, date, destination, duration. Explain this to the guest if necessary. 再次和电信公司确认其计入费用的总额和电话详细信息，如：时间，日期，目的地，通话时长。 如果有必要向该客人解释。 If guest is still complaining, call Duty Manager for help. 如果客人仍然投诉，找值 …… 此处隐藏：4167字，全部文档内容请下载后查看。喜欢就下载吧 ……