洲际酒店集团前厅部-服务中心标准运营程序(4)

客人希望通过电话问候听到一个愉悦的声音。 6. Increase guest satisfaction and our GSTS score. 提高客人满意度和GSTS分数。 7. We can show our professionalism. 可以体现我们的专业。 WHAT/ STEPS HOW/ STANDARDS 1 ) Guest Greeting 问候客人 Operators should consistently provide a polite and proper standard phrase for greeting. All callers must be greeted with a pleasant voice. 总机员工应一贯提供礼貌的和符合标准的问候语。所有的来电者必须被愉悦的音调问候。 Speak direct into the mouthpiece, speak slowly and clearly. 讲话要直接对准话筒，讲话语速要慢并且清晰。 Speak clearly in a polite and pleasant tone. Don’t forget to smile! Guest can hear your smile! 用清晰、礼貌和愉悦的语气讲话。不要忘记微笑！客人是可以听到你的微笑的！ Greet all external calls by using the following phrase: 用一下短语问候所有外线电话: “Good morning/afternoon/evening, (XXXXXX ) Hotel ………………, XXX Speaking, How may I help you?” “早上/下午/晚上好,XXX酒店，我是TRAINING QUESTIONS Why do I need to greet with a pleasant voice? 为什么我们要以一个愉悦的音调问候？ What happens to your voice when you smile? 当你以微笑的音调问候时会发生什么？ 2) Greeting an external guest 问候一位外线客人 Why do we need to announce the name of the hotel while handling an outside call ? 当我们接听外线时为什么要报出我们酒店的名称？ Why is mentioning your name important? 提及你的名字为什么重要？ DRILL LANGUAGE Task – Assisting Guests with Outside Calls Page 11 of 66

3) Greeting an in-house guest 问候一位住店客人 XXX，有什么可以帮您？” If a call comes from an in-house guest, the guest’s name will be displayed either on the console or on the telephone, and the following phrase must be used: 如果是住店的客人打来的电话,客人的名字会显示在控制台或电话上,并用以下短语: “Good morning/afternoon/evening, Mr./ Mrs. XXX. Guest Service Center, XXX Speaking, How may I help you?” “早上/下午/晚上好,XXX先生/小姐。客户服务中心，我是XXX，有什么可以帮您的？” 对话练习 Why do we have different ways to handle external and internal calls? 为什么我们接听外线和内线电话用不同的方法？ DRILL LANGUAGE 对话练习 WHAT/ STEPS 4) Greeting a colleague 问候同事 HOW/ STANDARDS Greet internal employee calls by using the following phrase: 用以下短语问候内部同事的电话： “ Good morning/afternoon/evening. Guest Service Center, XXX Speaking, How may I help you?” “早上/下午/晚上好,客户服务中心，我是XXX，有什么可以帮您的？” TRAINING QUESTIONS Why do we need to greet the hotel employee as good as our guests? 我们为什么需要像问候客人一样问候酒店同事？ What IHG values does this reflect? (Service, Respect, One Team ) 这点反映了洲际酒店集团的价值观的哪些方面？ （服务，尊重，同一个团队） trainee to practice

Summary questions: 问题摘要：

1. a) Why is a professional telephone greeting important to guests a well as to colleagues? 为什么一个专业的电话问候对于客人和同事同样重要？

Task – Assisting Guests with Outside Calls Page 12 of 66

b) What might the guest think about the hotel, if they experience a rushed sounding or impolite Guest Service Center?

如果客人遭遇到贸然的、不礼貌的客服中心，他可能怎样评价酒店？

c) Is it true you can hear a smile in a person’s voice even when you can’t see them? (Try) 试想你真的可以听到一个人微笑的声音，甚至当你不能见他们？

d) What do you think frustrates guests the most in relation to hotel telephone operators? 你认为最破坏酒店与客人关系的总机是什么方式？ e) How many rings should a ringing phone be answered in? 电话铃声响几声应被应答？

2. What is the procedure for greeting an external voice? 问候一个外线电话的程序是什么？

3. a) What is the procedure for greeting an internal guest? 问候内线客人电话的程序是什么？

b) Essentially, what is the difference between the two types of greeting? 基本上，这两种类型的问候形式有什么不同？ 8. Why should I greet colleagues as politely as guests? 为什么我们问候同事应该像问候客人一样礼貌？

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 13 of 66

STANDARD OPERATING PROCEDURE 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 WAKE UP CALL SERVICE FOR INDIVIDUAL GUESTS 客人个人的叫醒服务 GSC-0004 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, accurately and most of all must be effective 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。 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：

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

Task – Assisting Guests with Outside Calls Page 14 of 66

10. I understand the importance of the wake up call service. 我理解叫醒服务的重要性。

11. We will have highly satisfied Guests and our GSTS score wi …… 此处隐藏：3700字，全部文档内容请下载后查看。喜欢就下载吧 ……