洲际酒店集团前厅部-服务中心标准运营程序(10)

Task – Assisting Guests with Outside Calls Page 29 of 66

STANDARD OPERATING PROCEDURE CONNECTING TO AN EXTENSION NUMBER 转接分机电话号码 GSC-0007 Guest Service Center 客服中心 May 2008 2008年5月 I expect the Guest Service staff to be able to accurately remember all department extension numbers and to be able to connect all calls efficiently without error to the requested extensions. 我希望客服中心员工能准确记住所有部门的分机号码并能准确无误的按要求转接所有电话。 30 minutes 30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：

5. We must be able to provide a prompt and accurate telephone service.

我们必须能够提供迅速和准确的电话服务。 6. Safety and security play an important role in our daily operation. Therefore, if you know extension

numbers, emergencies can be handled faster.

安全和保险在我们日常运作中非常重要。因此，如果你知道分机号码，一些紧急事件会被处理的更快一些。 7. I understand the necessity of updating the extensions list regularly.

Task – Assisting Guests with Outside Calls Page 30 of 66