洲际酒店集团前厅部-服务中心标准运营程序(16)

STANDARD OPERATING PROCEDURE ENGAGED LINE 应答电话 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-0011 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, in a considerate and confidential manner by knowledgeable staff. 我希望我的电话能够有效的、准确的和礼貌的被有经验的员工保密的处理。 25 minutes 25 分钟

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 increase our GSTS score. 提高GSTS分数。

2. To ensure professional telephone handling. 能确保专业的处理电话。

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3. Guest can experience our efficient and accurate service. 让客人可以体验到我们高效和准确的服务。

4. Guest would not miss any important message whilst staying with us. 客人在店期间不遗漏任何重要信息。 5. Avoid guest complaint. 避免客人投诉。

WHAT/ STEPS 1) Advising 商量 HOW/ STANDARDS Kindly advise the guest by saying: 友好的与客人商量： “Excuse me Sir/Madam, the extension is busy, would you like to leave a message?” or “Would you like to stay on the line?” “对不起先生/女士，分机正在占线，您愿意留言吗？”或“您愿意在线等候吗？” Ask the caller if she/he wants to call back 问来电者如果她/他想要回电话。 TRAINING QUESTIONS Dose the caller need to be advised of the status of the call? 建议来电者需要根据电话的情形而定吗？ DRILL LANGUAGE 对话练习 2) Suggestion 建议 3) Hold the call 在线等候 4) Obtain information 获得信息 5) Listen carefully 仔细聆听 Why do I have to ask the guest to call back? Can I call him/her as well? 我为什么必须要征询客人是否需要回电话？我给他/她打电话一样吗？ If caller wants to stay on line, advise the caller Why is this information important for the caller? on hold of progress at 15 second intervals. 此信息为什么对来电者如此重要？ 如果来电者想在线等候，建议来电者在线等候时间是间隔15秒。 If she/he wants to leave a message, obtain the Why does the caller prefer to leave a message? guest’s name, contact number and company 为什么来电者更喜欢留言？ name as well as the text of the message. 如果她/他想要留言，获得客人的姓名，联系电话，公司名称和文字留言的内容。 Listen to the guest very carefully and repeat the Why do I have to repeat the message? message to the guest. 我们为什么要重复留言内容？ Task – Assisting Guests with Outside Calls Page 47 of 66

6) Message delivery 留言递送 7) Closing the call 结束通话 非常仔细地聆听并和客人重复留言内容。 The message will either be delivered to the guest room immediately by the Bell Boy or displayed on the TV. 留言将会由行李员马上送入客人房间同时显示在电脑屏幕上。 Close the call by saying: 使用以下语言结束通话： “Thank you for calling, Sir/ Madam.” “感谢来电，先生/女士。” Always allow the caller to hang up first. 总是让来电者先挂断电话。 How can a message be displayed on the TV? Who’s job is it to do that? 如何将留言显示在电脑屏幕上，谁负责这样做？ Why do I have to let the caller hang up first? 我们为什么让来电者先挂断电话？ DRILL LANGUAGE 对话练习

Summary questions: 问题摘要：

7. Why do I need to assist the guest even if the line is engaged? 即使电话被应答，我为什么需要帮助客人？

8. Why should I ask if the guest would prefer to call back, shouldn’t I just take a message all the time? 我为什么应该问客人想要回电话吗，不应一直只留言？

9. At what intervals do you return to the caller who is on hold? Why must you do this in all instances? 间隔多久在线等候的来电者电话将返回来？在所有情况下你为什么必须这样做？ 10. What information is important when the guest wants to leave a message? 当客人想要留言时，什么信息是重要的？

11. Is it necessary to repeat the message even if it is a short and simple one? 即使只是一个简短的留言，有必要重复留言内容吗？

12. a) What other possibility do I have rather than printing a message? 在那些其他可能性情况下，我必须打印留言？ b) When does a printed message need to be delivered? 打印出来的留言需要什么时候递送？ 13. How do I close a call? 我应如何结束通话？

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Now ask the Trainee to practice the 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。

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STANDARD OPERATING PROCEDURE GROUP WAKE UP CALL SERVICE 团队叫醒服务 TASK NUMBER: 题目编号 DEPARTMENT: 部门 DATE ISSUED: 颁布日期 GUEST EXPECTATION: 客人期望 GSC-0012 Guest Service Center 客服中心 May 2008 2008年5月 I expect my personal wake up call service to be available 24 hours a day, 7 days a week. The wake up call must be handled politely and accurately. I need to be able to rely on this service 100%. 我希望可以提供一天24小时，一周七天的个人叫醒服务。叫醒服务必须被礼貌、准确和最有效的处理。我需要可以100%依赖的叫醒服务。 20 minutes 20 分钟 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：

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