酒店前廳部預(yù)訂管理程序手冊-SP-RM-RES-A090 Taking Messages (v)電話留言

1、國際酒店前廳預(yù)訂管理手冊International Hotel Front Office reservation management manual酒店管理之家國際酒店預(yù)訂操作程序手冊O(shè)perating procedures manual for international hotel reservationStandard & Procedure國際酒店管理程序標(biāo)準(zhǔn)操作程序手冊SOPPosition: Reservations Sales Agent職位：預(yù)訂部銷售文員Department:Front Office/ Reservation 部門：前廳部/預(yù)訂部部門經(jīng)理：GM Approva

2、l: Zhang LeiDate: 總經(jīng)理批準(zhǔn)：日期：Task: Taking Messages Code: RM-RES-A090任務(wù)：電話留言序號： RM-RES-A090Standard:In all situations that a caller is unable to have their call connected to his/ her requested destination, Reservation Sales Agent will offer to take a message. All messages will be recorded accurately an

3、d delivered within 10 minutes.標(biāo)準(zhǔn)如來電所找的人不在時，預(yù)訂部銷售文員應(yīng)準(zhǔn)確無誤記錄來電內(nèi)容，并在 10分鐘內(nèi)將留言單交給相關(guān)人員。 Procedure:If the required person is busy or does not answer, and the caller want to contact required person directly, Reservation Sales agent will offer to record a message to be delivered I am sorry (sir/madam) XX is

4、not in the office/room. Would you prefer to leave a voice message or may I take a message for you?If a caller wishes to leave a message, obtain the following information:Name of guest / recipient Name of callerTelephone number contact Company nameMessage content Record all information accurately on

5、the correct message form.Repeat all details of message back to caller, including telephone contact number and message text to ensure accuracy.Record the date and time on the message and sign your name clearly.Ensure handwriting is legible and spelling is correct.Inform front office in order to prepare printed message for guests.程序：如客人所找的同事電話正忙或無人應(yīng)答時，應(yīng)先提供幫助，如客人要求與本人直接聯(lián)絡(luò)，預(yù)訂部銷售文員應(yīng)書面留言并將留言單交給相關(guān)人員。如“對不起，XX先生/女士。XX現(xiàn)在不在，我能為您留言嗎？” 電話留言應(yīng)記錄以下內(nèi)容：回電者姓名 來電者姓名 回電號碼 來電者公司名稱 留言具體內(nèi)容 按照正確的留言形式準(zhǔn)確地記錄電話內(nèi)容。 為確保信息無誤，向來電者重復(fù)電話留言細(xì)節(jié)包括回復(fù)電話號碼以及 具體留言內(nèi)容。 留下日期、時間及記錄者姓名。 確保筆跡