洲际酒店集团前厅部-服务中心标准运营程序(11)

我明白定期更新分机号码表的必要性。 8. Improve our GSTS score. 提高GSTS分数。 9. Demonstrate my professionalism.

体现我们的专业。 WHAT/ STEPS 1) Remember the extension and transfer the call accurately. 记住分机号码并准确转接电话 HOW/ STANDARDS The Extension number for all restaurants/outlets/offices must be memorized and The Guest Service Staff have to be able to route the call to the respective extension immediately upon request. 所有餐厅/出口/办公室的分机号码必须记住，客服中心员工必须按要求把电话迅速转接到相应的分机。 In the process of transferring, we should tell the main meaning to the answering department, in order to avoid the callers unnecessary repeat, which can show our professional service. 在转接分机过程中，应把来电者的用意和相关部门简单说明，以避免不必要的重复，从而体现我们的专业服务。 Be aware of changes to our extension numbers. This may occur from time to time. 留意我们分机号码的改变。这可能随时发生。 Updated extension lists provided when in doubt of any extension number being requested. TRAINING QUESTIONS Is there any special technique to help me easier to memorize so many extension? 有特别的技巧能帮助我们更容易的记忆这么多分机号码吗？ 2) Changes of extensions 分机号码的改变 3) Update 更新 Why is it important, that the GSC is informed about any changes on extension numbers? 为什么任何分机号码改变，通知客服中心如此重要？ Why do we need to update the extension list regularly? Task – Assisting Guests with Outside Calls Page 31 of 66

4) Follow the schedule for handling income telephone calls. 按照计划处理打进的电话 当任何分机号码被提出疑问时，可以提供更新的分机号码表。 From Monday to Friday for 0830 – 1800hrs, all calls for Departments Heads will be put through to their respective extensions directly, unless requested otherwise. 周一到周五8:30—18:00，所有找部门领导的电话将会分别被直接转到他们各自的分机，除非有其他要求。 After 18.00 hours most DH will have voice mail. 18:00以后，多数部门领导的电话有语音留言系统。 我们为什么需要定期更新分机号码表？ What are the normal office times to put calls through? 正常的办公时间内如何转接电话？ Will that delay the information to the requested person? 对要找的人会延误信息吗？ WHAT/ STEPS 5) Procedure for handling incoming calls for the General Manager. 处理来电者找总经理的程序 HOW/ STANDARDS All calls to the GM will be put through to the Executive Secretary first. Each General Manager will establish their own procedures for handling calls in the Executive office. 所有找总经理的电话先被转到行政秘书。每个总经理将会建立他们自己的行政办公室处理电话的程序。 If Executive Secretary is not available always ask the caller to leave a message. Ideally she should advise the Business Centre or the Guest Service Center to take calls (depending on the location of the BC). 如果行政秘书不能总让来电者留言，理想的方法是她应该告知商务中心或客服中心TRAINING QUESTIONS What should I do if the Executive Secretary is on leave? 如果行政秘书离开了，我们应该怎么做？ Task – Assisting Guests with Outside Calls Page 32 of 66

接听电话（依照商务中心的位置）。 If a guest is insisting on speaking to the GM, put the call through to the Executive office. If no one answers, take the guests details, and gather a brief explanation about the issue and advise the caller, the GM will return the call ASAP. You must brief the Executive Secretary thoroughly on the issues immediately. This will enable the GM to get all the facts prior to phoning the caller back. 如果一个客人坚持要和总经理通话，讲电话转到行政办公室，如果无人接听，记下客人的详细信息，并进一步简短的解释并建议来电者，总经理回来会尽快回电话。你必须马上把事件简短彻底地告诉行政秘书，这让总经理能在回电话时提前得知所有事实。 What should I do if I have a really big complaint and the guest insists on speaking to the General Manager? 如果真的是一个重大的投诉并且客人坚持要和总经理通话，我们应怎样做？ Summary questions: 问题摘要：

1. Is there any special technique to help me to easy memorize so many extension numbers? 有特别的技巧能帮助我们更容易的记忆这么多分机号码吗？

2. What will happen if extension numbers change without notice to the Guest Service Agent? 如果分机号码改变并未通知客服中心职员将会发生什么？ 3. Why do we need to update the extension list regularly? 我们为什么需要定期更新分机号码表？

4. Is it really necessary to use the voice mail system for department heads? 部门领导真的有必要使用语音留言系统吗？

5. a) What are the procedures for handling incoming calls for General Managers? 处理来电者找总经理的程序是什么？

b) In cases of big complaints where the guest is insisting on speaking to the GM what are your options? 假如客人有重大投诉坚持要和总经理通话时，你的选择是什么？

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。

Task – Assisting Guests with Outside Calls Page 33 of 66

STANDARD OPERATING PROCEDURE HANDLING INQUIRIES 处理询问 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 GSC-0008 Guest Service Center 客服中心 May 2008 2008年5月 I expect my inquiries to be handled efficiently, accurately and courteously by knowledgeable staff who understand what I need and want. 我希望我的询问被高效的处理，准确的和礼貌的被了解我意图的有经验的员工处理。 30 minutes 30分 …… 此处隐藏：4276字，全部文档内容请下载后查看。喜欢就下载吧 ……