洲际酒店集团前厅部-服务中心标准运营程序(7)

1. Guests can experience our efficient, courteous and accurate service. 客人可以体验到我们有效的、礼貌的和准确的服务。

2. Guests would like to hear a pleasant voice throughout the conversation. 客人希望通过对话听到一个愉悦的声音。

3. Staff should have clear, friendly, well-modulated voices. 员工应该有一个清晰的、友好的、调整好的声音。

4. Every time we use the telephone for external conversation, we represent our Company to the public. 每次我们和外线来电者对话时，我们都要公开报出我们酒店的名称。 5. Increase guest satisfaction. 提高客人满意度。

6. Demonstrate my professionalism. 体现我们的专业。

WHAT/ STEPS 1) Telephone Courtesy. 电话礼仪 HOW/ STANDARDS ANSWER ALL CALLS QUICKLY – This is to let the caller know that you and your hotel is eager to serve him. An unanswered telephone can mean no business or loss. 快速的接听所有电话—这是让来电者知道你和你的酒店是可望服务于他的。一个无人应答的电话会意味着没有生意或损失。 Telephones should be answered in a warm and friendly manner within 3 rings. It is important to speak in a clear, courteous and professional voice. 电话应以友好热情的方式在铃响三声之内被应答。讲话要清晰、礼貌和专业，是非常重要的。 NEVER SOUND RUSHED OR IRRITATED EVEN IF IT IS BUSY. 即使很忙也不能仓促和恼怒。 IDENTIFICATION – For internal calls, identify your office, your name etc. After greeting TRAINING QUESTIONS Why would an unanswered call cause lost business? Will the caller call again? 为什么一个无人应答的电话是失去生意的原因？ Why do all telephone calls have to be answered within 3 rings? 为什么所有电话必须在铃响三声内被接起？ Why do we need to identify ourselves first? 为什么我们需要首先识别我们自己的部门？ Task – Assisting Guests with Outside Calls Page 21 of 66

WHAT/ STEPS HOW/ STANDARDS 识别—对内线电话要在问候语后识别你的办公室、你的姓名，等等。 “Good morning/afternoon/evening” my name is………… “早上/下午/晚上好”我的名字是?? PICTURE THE CALLER – Speak “to” the caller, not “at” the telephone. Remember your “please”, “thank you” and “goodbye”. Don’t forget “May I…” or “Would you …” 面对来电者—和来电者对话而不是在电话里:你们要记住“请”、“谢谢”和“再见” 。别忘记“我可以?”或“您愿意?” BE HELPFUL – Always offer to take a message if there is no answer in the room. Obtain the caller’s name, his company and Department (if applicable), his telephone number or extension as well as a message. 帮助—如果房间电话无人接听，总是提供留言服务。获得客人的姓名，他的公司和部门（如果适合的话），电话号码或分机号码和留言内容。 TRANSFER THE CALL – Only transfer calls when you are sure the transfer will be effective. Be sure to explain clearly to the caller. 转接电话—只有在你确定转接有效的情况下，才把电话转过去，并向来电者说明。 LEAVING THE LINE – If you have to break up the conversation, tell the caller what you are going to do, how long you expect it takes and ask him if he/she would like to wait, or would prefer to be called back. TRAINING QUESTIONS DRILL LANGUAGE 对话练习 What does it mean to speak to the guest? 和客人讲话我们一般讲什么？ DRILL LANGUAGE 对话练习 Why do I need to offer to take a note, the caller can call back later? 为什么我们需要记录，来电者可以稍后再打来。 Why do I need to explain to the caller what I am doing before transferring a call? 我们在转接一个电话前，为什么需要向来电者说明？ Why do I have to explain what I am doing? Can I say only one moment please? 为什么我必须解释我去做什么？我可以只说请稍等片刻吗？ Task – Assisting Guests with Outside Calls Page 22 of 66 …… 此处隐藏：1005字，全部文档内容请下载后查看。喜欢就下载吧 ……