洲际酒店集团前厅部-服务中心标准运营程序(3)

从电脑中打印出留言信息并让行李员马送到客人房间？ 上送到客人房间。 Additional technology can advise the guest a message is waiting – eg TV 另外，技术上可以通过无线屏幕提示客人有一个留言在等候。 3) Closing the call 结束通话 Close the call by saying: 结束通话时说： “Thank you for calling, Sir/Madam, this message will be delivered to Mr. / Mrs. XXX immediately.” 感谢致电，先生/女士，留言会立即送到XXX先生/女士的房间。 Always allow the caller to hang up first. 总是让来电者先挂断电话。 DRILL LANGUAGE 对话练习 Why we must let the caller to hang up first? 为什么我们必须让来电者先挂断电话？

Get trainee to practice

Summary questions: 问题摘要：

1. a) Why is the message service important to our guests? 为什么留言服务对于我们的客人如此重要？

b) What two options does the caller have to leave messages? Do they know this when they ring? 来电者需要留言有哪两种选择？当他们响铃时他们知道吗？

2. a) What information MUST be included on a written message? Do you need to put your own name on it? 一份书面的留言必须包括哪些信息？需要把你自己的名字输入吗？

b) How long should a message take to be delivered to a room? Where is it placed in the room?

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一份留言应该需要多久送入房间？应放在房间的哪里？ c) How does a guest retrieve a message from their room phone? 客人在房间如何从电话提取留言？

d) Why do a lot of guests prefer to leave a message through the Guest Service Center instead of using the voice mail system?

为什么许多客人更喜欢通过客服中心留言代替语音留言系统？ 3. a) How do you close a call to a gust who wants to leave a message? 你如何与一个想要留言的客人结束通话？

b) Why do we put a lot of emphasis on confidentiality? 为什么我们如此强调保密性？

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。

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STANDARD OPERATING PROCEDURE TELEPHONE GREETING 电话问候 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-0003 Guest Service Center 客服中心 May 2008 2008年5月 I expect all telephone employees to greet me with a pleasant voice and help me with the highest standard of telephone service. 我希望所有接电话的员工用愉悦的声调问候我并能提供最高标准的电话服务。 20 minutes 20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：

4. Guest’s can experience our efficient, courteous and accurate service. 客人可以体验到我们高效、礼貌和准确的服务。

5. Guest would like to hear a pleasant voice throughout the greeting.

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