洲际酒店集团前厅部-服务中心标准运营程序(9)

Safety and security is one of the most important issues to our guests, we must verify with the caller and never disclose the information of our guests.

保险和安全是我们客人关注的一个重要因素，我们必须和来电者核实并从来不透露客人信息。

3. Increase our GSTS score.

提高GSTS分数。 4. Demonstrate my professionalism.

体现我们的专业。 WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Preparing and receiving 准备和接到 Look at the screen and determine whether the calls come from within the hotel or outside the hotel. 看着屏幕并确定电话是否来自酒店内部或外部。 Good morning/afternoon/evening, XXX hotel, xxx speaking, How may I help you? 早上/下午/晚上好，XXX酒店，我是XXX，有什么能帮您？ If the caller gives a room number to be connected, always ask “May I have the guest’s name, please?” 如果来电者告诉你要转接的房间号码，我们总是要问“请问我可以知道客人的姓名吗？” Verify the guest name and room number in the computer. 在电脑中核实客人姓名和房间号码。 If the caller gives an extension rather than a room number, ask 如果来电者告诉我们分机号码，问 “May I know, who you wish to speak to please?” 请问我可以知道，您要和谁通话吗？ Why is it necessary to announce my name to the guest? 为什么必须要向客人报出我们的名字？ DRILL LANGUAGE 对话练习 2.

2) Use telephone courtesy 使用电话礼仪 Is it really necessary to ask the caller about the guest name? 真的有必要问来电者客人姓名吗？ DRILL LANGUAGE 对话练习 Do I really need to verify with every single caller? 我们真的有必要和每一位来电者核对吗？ DRILL LANGUAGE 对话练习 3) Verify 核实 Task – Assisting Guests with Outside Calls Page 26 of 66

WHAT/ STEPS 4) Holding 等候 HOW/ STANDARDS Verify the extension number. 核实分机号码。 TRAINING QUESTIONS DRILL LANGUAGE 对话练习 If all given information is correct, say 如果所有的信息都正确，可以说 “One moment please, I’ll put you through, thank you for calling Madam/Sir.” “请稍候，我将为您转接，感谢致电，女士/先生。” Monitor the call until the connection is established. 监听电话直到建立连接。 5) Monitor 监听 6) Use standard phrase 使用标准短语 Example1: 例子 1： Always use your knowledge and common sense to determine what language is proper for each situation. The standard phrase is listed below as an example when connecting calls: 一直用你的知识和普通感知去决定在每一种情形用何种恰当的语言。 Caller: “Would you please put me through to Mr. Sheik Abdul’s room?” 来电者：“你可以把我的电话转到谁克 阿布岛的房间吗?” Operator: “Certainly Sir/Madam. May I have the guest’s last name spelling please?” 总机：“当然可以，先生/女士。我可 Why do I need to wait? I still have a lot of phone calls to be handled! Can I make it faster? 我们为什么需要等候？我仍有很多电话要处理！我可以快些做吗？ DRILL LANGUAGE 对话练习 Why do I have to use these phrases? 为什么我们要用这些短语？ (Note: two or three letters may be Task – Assisting Guests with Outside Calls Page 27 of 66

WHAT/ STEPS Example 2: 例子 2： HOW/ STANDARDS 以知道客人姓名如何拼写吗？” Caller: “Certainly, A-B-D-U-L.” 来电者：“当然，A-B-D-U-L。” Operator: “Thank you Sir/Madam. Is that A for apple, B for Boy, D for Donna…” 总机：“谢谢您，先生/女士。A是apple, B是Boy, D是Donna?” Caller: “Yes, that is.” 来电者：“是的。” Operator: “One moment please, I’ll put you through. Thank you for calling, Sir/Madam.” 总机：“请稍等，我将为您转接，感谢来电，先生/女士。” Guest: “Would you connect me to room 502?” 客人：“你可以为我转接道房间502吗？” Operator: “Certainly Mr. /Mr. XXX. May I have the guest’s name please. 总机：“当然可以，XXX先生。请问我可以知道客人的姓名吗？” Guest: “Sure, it is Joe Chan.” 客人：“当然，Joe Chan。” Operator: “One moment please, I’ll put you through Sir/Madam. Thank you for calling.” 总机：“请稍等，我将为您转接，感谢来电，先生/女士。” If you do not understand the guests’ name, ask TRAINING QUESTIONS sufficient on some telephone systems which will then bring up the full guest name. （注意：两个或三个字母就可能在电话系统中找出客人的全名。 For those which don’t have this facility, full spelling may be required. 对于那些不能显示这些的设备，就要求拼写出全名了。 For regular guests, and guests with easy spelt and pronounceable surname, verifying by spelling out letters is not necessary.) 对于普通客人，客人会很容易拼出并 读出客人的姓名，就没有必要拼出的字母核对了。） What if the guest does not know the guest’s name? 如果客人不知道客人姓名怎么办？ Task – Assisting Guests with Outside Calls Page 28 of 66

WHAT/ STEPS HOW/ STANDARDS the guest politely to spell the name for you. 如果你真的不清楚客人的名字，可以礼貌的让客人拼写出名字。 TRAINING QUESTIONS Do you think the guest will be upset with me if I ask him/her to spell the name for me? 如果你让客人拼写出客人的姓名，你认为他/她会不高兴吗？

Summary questions:

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问题摘要：

1. How do you prepare for a call? 你为应答电话如何准备？

2. What is the trick of being courteous on the telephone? (pride in job, pride in self ) 如何礼貌的对待恶作剧电话？

3. What do you do if the call provides an extension number only (not a name)? 如果来电者只提供一个分机号码（不知道名字），你应该如何做？ 4. How long is it reasonable to keep a caller on hold? 让来电者等候多久是合理的？

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