酒店前廳前臺接待服務(wù)手冊 GSA-002 Answering the phone 電話禮儀規(guī)范

1、前廳前臺接待服務(wù)手冊國際酒店前廳部服務(wù)程序Front Office STANDARD OPERATING PROCEDURES國際酒店管理資料手冊International Hotel Management Information Manual前臺是展示酒店的形象、服務(wù)的起點。對于賓客來說，酒店大堂前臺是接觸我們酒店的第一步，是對酒店的第一印象，是非常重要的。 制定前廳部標(biāo)準(zhǔn)運作程序手冊的目的制訂本手冊是為了說明酒店管理前廳部標(biāo)準(zhǔn)運作的政策和程序，確保前廳部運營及管理工作的一貫性。向前廳部工作人員提供日常工作及培訓(xùn)的指導(dǎo)。使前廳部員工了解前廳的作用，了解前廳運作及管理的政策和程序。 Resor

2、t Changbaishan Changbaishan SuitesHOTEL度假酒店HOTEL套房假日酒店P(guān)olicy Number 序號:GSA/P&P-D002Effective Date 實施日期 :Policy & ProcedureFront Desk制度和程序Supercedes No. 廢止號 :Prepared By 制定人 :Front Office Mgr.前廳部經(jīng)理Telephone Courtesy電話禮儀規(guī)范Approved By 批準(zhǔn)人: General Manager總經(jīng)理Distribute to分發(fā):Front DeskPage 3 of 2Objectiv

3、e 目標(biāo): Ensure all calls to be answered within three rings and in a uniform manner. Speech should be Friendly, clear and precise, ensuring the caller has the correct image of the hotel.確保所有電話在三聲內(nèi)由統(tǒng)一的方法應(yīng)答。發(fā)音要友善，清楚和準(zhǔn)確，保證打電話的人從酒店得到正確的信息。Procedures 程序: 1. Ensure the telephone is answered within three ring

4、s.確保電話在三聲內(nèi)應(yīng)答。2. Answering the telephone from the front desk with the following:前臺使用以下語言接聽電話：“Good Morning/Afternoon / Evening, Front Desk, xxxx speaking.”早上好/下午好/晚上好，前臺，我是xxx。3. For external calls enquires the name of the caller should be used frequently. In house calls should also be addressed by n

5、ame when both known. Staff and guests should be treated with equal courtesy.外線電話要經(jīng)常的稱呼客人。內(nèi)部電話也同樣要稱呼其名字。對待員工和客人都要同樣的禮貌。4. Always speak in a clear, pleasant tone, never raise the voice or shout.說話要清楚，語調(diào)要令人舒適，不要大聲說話。5. If another phone rings while you are already on a call, excuse yourself, press the h

6、old button and answer the other line. Ask the caller to hold. Remembering the first caller is waiting and go straight back to the call.如果你正在接聽電話，另一部電話又響起，先向電話里的客人道歉并按下保留通話鍵，再去接聽另一部電話。告訴客人先稍后。記住第一部電話的客人還在等待，然后再回復(fù)后面的電話。6. If assistance is needed when attending to a caller, politely ask them to hold, p

7、ress the hold button and obtain assistance. Never leave the caller on an open line.如果打電話者需要需求幫助，禮貌的告訴客人稍等，按下保持通話鍵。不要讓客人的電話處于開放狀態(tài)。7. When call forwarding to another party, tell the caller what you intend to do, dial the new extension and tell the new party who is calling and reason for his call if kn

8、own, hang up and both parties will be connected.如果需要轉(zhuǎn)接電話到其他地方，告訴客人你要做什么，撥打新的電話號碼并告訴客人是誰找他，當(dāng)兩邊接通后再掛斷電話。8. Replace the receiver gently. Make sue the caller hangs up first.輕輕的掛斷電話。確保客人先掛斷。酒店管理手冊前廳、客房、餐廳、人事、保安、工程、營銷、行政、總經(jīng)辦開業(yè)、入職、招聘、設(shè)計、程序、標(biāo)準(zhǔn)、SOP附件：酒店各部門組織架構(gòu)總經(jīng)理辦公室:GM 人力資源部:HR 財務(wù)部:FN 銷售部:S&M餐飲部:F&B 前廳部:FO客房

9、部:HSKP 工程部:ENG 保安部:SEC 康樂部:ENT 市場傳訊部MC酒店各職位英文縮寫B(tài)oard Chairman (Director) 董事長GM-GENERAL MANAGER 總經(jīng)理 DGM-DUTY GENERAL MANAGER 副總 DOR-DIRECTOR OF ROOMS 客務(wù)部總監(jiān) AM-ASSISTANT MANAGER 大堂經(jīng)理 FO-FRONT OFFICE 前廳部DOM-DIRECTOR OF SALES&MARKETING 銷售部總監(jiān) FOM-FRONT OFFICE MANAGER 前廳部經(jīng)理 F&B-FOOD&BEVERAGE 餐飲部 CON-CONCIERGE 禮賓部 BC-BUSINESS CENTER 商務(wù)中心 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力資源部FN-FINANCIAL DEPARTMENT 財務(wù)部