北京麗晶國(guó)際酒店 話務(wù)員標(biāo)準(zhǔn)操作程序手冊(cè) REGENT TOUCH SOP

1、 STANDARD OPERATING PROCEDURESThe Regent BeijingStandard Operating Procedures - Regent Touch Page PAGE 121 of NUMPAGES 121 STANDARD OPERATING PROCEDURESREGENT TOUCHREGENT TOUCHTask No. DescriptionTelephone skill standard電話技能標(biāo)準(zhǔn)Switch board Operations話務(wù)臺(tái)操作Handling Incoming Calls for Staff 處理員工外線電話Hand

2、ling Written & Voicemail Messages 處理字條留言和語(yǔ)音留言 Handling General Inquiries 一般電話處理Handling Requests for Locator處理客人設(shè)定位置的需求Handling Requests for a Private & Confidential Stay 處理客人秘密電話和機(jī)密電話Handling a “Do Not Disturb” Request 處理“請(qǐng)勿打擾”電話Handling Requests for Screened Calls 處理過(guò)濾電話Receiving a Wake up Call Re

3、quest 接受叫醒電話要求Giving a Wake up Call 叫醒客人Handling a Group Wake up Call 處理團(tuán)隊(duì)叫醒電話Handling Incoming and Outgoing Faxes 接受和發(fā)送傳真Guest Paging Services 酒店內(nèi)尋找客人服務(wù)Operator Assisted Calls 話務(wù)員協(xié)助電話Handling a Room Change 處理?yè)Q房Handling Lost & Found Items 處理客人遺留物品Handling Guest Complaints by Phone 通過(guò)電話處理客人投訴REGENT T

4、OUCHTask No. DescriptionHandling a Maintenance Request 處理維修要求DVD Rental Service DVD租借服務(wù) Delivering Guest Room Amenities 遞送客房用品In Room Shopping 房間購(gòu)物In Room Dining 客房送餐Copy of bill request 打印賬單 Internet access assistance 上網(wǎng)服務(wù)Handling late check-out requests 處理客人延遲退房Handling guest request for extension

5、 of stay 處理客人延房要求Requests for a Doctor 要求醫(yī)生服務(wù)Taking a Room Reservation 做預(yù)定Checking Due Out Rooms 檢查當(dāng)天要退的房間Giving Out Guest Information 回答有關(guān)客人信息的提問(wèn)Grooming Standards 儀容儀表Rates for Manual Phone Charges 電話計(jì)費(fèi)Back Up Procedures 支持程序Emergency Procedures 緊急情況處理程序555 Emergency Procedures 555jj緊急情況處理程序REGENT

6、 TOUCHTask No. Description Emergency Button 緊急電話鍵Electrical Implements On Load 租借電器設(shè)備Direct line service in the guest room and banquet room by guest request 房間和宴會(huì)直線電話要求Daily service tracking report 每天的跟蹤報(bào)表One Time Entry Guest Room 為客人提供每日一次高效的服務(wù) TASK NO : 01TELEPHONE SKILL STANDARD PAGE (1/5)DEPARTM

7、ENT: Front OfficeAPPROVED BY/ TITLE/APPROVAL DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY1. Be alert and ready.提醒和準(zhǔn)備2. Greet the caller and offer assistance.向客人問(wèn)好并且提供幫助Sit straight and pay attention to the screen of the console. Always have a pen and paper ready to take

8、 notes.坐正并且注意話務(wù)臺(tái)上的顯示屏。準(zhǔn)備好紙和筆做記錄Answer the call within 3 rings and with a pleasant tone. Smile when speaking, following the below order:三聲之內(nèi)接聽(tīng)電話并且要保持愉悅和微笑的聲音。External Calls 外線電話- Greet the guest 問(wèn)好- Identify the hotel 報(bào)出酒店名稱(chēng)- Offer assistance 提供幫助 (Do not identify yourself to the caller for external

9、calls外線不要報(bào)自己的名字)E.g. “Nin Hao, the Regent Beijing, how may I help you?”您好，北京麗晶酒店，有什么能幫您嗎？Use callers name if and when possible.在可能的情況下稱(chēng)呼客人的名字To be ready and alert to greet any guest who calls. Taking notes is essential to prevent error. 做好充分的準(zhǔn)備向每一位打電話的客人問(wèn)好，記錄在案防止出現(xiàn)過(guò)失To keep and maintain the standard

10、s of our hotel.保持酒店的標(biāo)準(zhǔn)This is the Regent standard.這是麗晶的標(biāo)準(zhǔn)TASK NO : 01TELEPHONE SKILL STANDARD PAGE (2/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY3. Listen attentively.仔細(xì)地傾聽(tīng)I(yíng)nternal Calls 內(nèi)線電話- Greet and address the caller,

11、if possible- Identify the department稱(chēng)呼客人的名字，如果需要報(bào)出部門(mén)名稱(chēng)- Identify yourself 介紹你自己- Offer assistance提供服務(wù)E.g. “Nin Hao, The Regent Touch. This is _, how may I help you Mr/Mrs/Ms _?例：您好，The Regent Touch, xx,有什么能幫您？Always speak clearly and naturally using simple English/Chinese. Avoid unnatural accents an

12、d slang and speak exactly into the mouthpiece. Express friendliness and sincerity.說(shuō)話清楚自然并且使用簡(jiǎn)單的英文/中文。避免不自然的重音和俚語(yǔ)并且是代表酒店的形象，表達(dá)友好和真摯Speak at a normal and appropriate pace at a consistent pace.正常的說(shuō)話速度要保持一致Never rush or speak too fast. Be patient and do not interrupt the caller. Take down notes if there

13、 is a special request.不要催促或者說(shuō)話太快。有耐心不要打斷客人，如果有特出的要求要記錄在案。This is the Regent standard.這是麗晶的標(biāo)準(zhǔn)This is a kind to show the respect.這是一種我們展示關(guān)注客人的方式TASK NO : 01TELEPHONE SKILL STANDARD PAGE (3/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCE

14、DUREWHY4. Repeat the request.重復(fù)客人的需求5. Never to the following.永遠(yuǎn)不要作如下事情Always repeat to the caller and confirm his/her requests or inquiries.永遠(yuǎn)要跟客人重復(fù)并且確認(rèn)他/她的需求Pause at intervals to allow guest to add anything he/she may have missed.停下來(lái)允許客人增加任何可能遺忘的事情Never say No to the guest. Provide alternative opt

15、ions as we should ALWAYS offer our assistance as best possible. 永遠(yuǎn)不要向客人說(shuō)“不”，最大可能的提供二選一的方法供客人選擇Never raise your voice, never shout, never argue, and never be rude over the phone.永遠(yuǎn)不要升高你的聲調(diào)，永遠(yuǎn)不要喊，永遠(yuǎn)不要與客人爭(zhēng)辯，永遠(yuǎn)不要粗暴的講話。To avoid misunderstanding and allowing clarification.避免誤會(huì)，允許澄清To maintain courteousnes

16、s and politeness to guests at all times as a reflection of the high levels of service of the hotel.無(wú)論何時(shí)保持謙恭，有禮地對(duì)待客人能夠反映酒店對(duì)客人的服務(wù)標(biāo)準(zhǔn)。The hotel operator is often the first person to come into contact with the guest and hence, they give the first and the most lasting impression to the guest.酒店的話務(wù)員經(jīng)常是與客人聯(lián)

17、系的第一個(gè)人，她們是給客人第一和永久印象的人TASK NO : 01TELEPHONE SKILL STANDARD PAGE (4/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY6. Use MAGIC words.使用戲法拼寫(xiě)7. Transfer the call.轉(zhuǎn)接電話Always use words like, Thank you, Please, My pleasure, Would yo

18、u mind? etc. 要經(jīng)常使用“謝謝”，“請(qǐng)”，“很高興為您服務(wù)”“您是否介意？”等詞語(yǔ)If the guest is unruly, refer him to your manager/superior and inform the manager/ superior of the situation. 如果客人很蠻橫，把電話轉(zhuǎn)到經(jīng)理或主管那里并且告知他們情況。If the call is for an in-house guest, always verify the name and room number against the system before connecting

19、the call.如果是找住店客人的電話，在轉(zhuǎn)接電話前要跟電腦和對(duì)客人的姓名和房間號(hào)碼。If the caller has to be put on hold, inform the caller that you are going to do so and explain the reason to him/her. Use phrases such as, One moment please, Mr/Mrs/Ms _, I will check the information for you”.如果caller需要在線上等候，請(qǐng)告知客人你將要做什么并且解釋原因。When transfer

20、ring a call, do so by acknowledging the end of the conversation with your action. E.g. “One moment please Mr/Mrs/Ms _, Ill connect your call now. Thank you for calling”.在轉(zhuǎn)就電話之前要向客人說(shuō)明?！拔椰F(xiàn)在幫您轉(zhuǎn)接，請(qǐng)稍等，謝謝來(lái)電?！盇sk for permission and acknowledge the callers response.詢問(wèn)客人的反應(yīng)To ensure that the call has been tr

21、ansferred to the right person/ department.確保轉(zhuǎn)接到正確的部門(mén)TASK NO : 01TELEPHONE SKILL STANDARD PAGE (5/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY8. Answer ring back calls to the console.應(yīng)大返回到話務(wù)臺(tái)上的電話9. Thank the caller and end th

22、e conversation.感謝客人并且結(jié)束談話For calls to hotel guests, if the call bounces back (extension/room line engages or no answer from the call), pick up the call again and inform the caller of the situation. Offer to leave a text message or voice mail, or request the guest to call back again. E.g. “Im sorry S

23、ir/Madam, Mr/Mrs/Ms _ is not in the room now, would you like to leave a message or call back later?”對(duì)于酒店客人的電話，如果電話沒(méi)有人接聽(tīng)回到話務(wù)臺(tái)（分機(jī)/房間占線或者沒(méi)有人接聽(tīng)電話）拿起電話告知客人電話沒(méi)有人接聽(tīng)或是占線，建議客人做字條留言或者是語(yǔ)音留言，或者請(qǐng)客人在打來(lái)。For calls to internal staff, offer relocation to someone else who could be of assistance. E.g. “Im sorry, Mr/Mrs

24、/Ms _ is not in his/her office at the moment, would you like to speak to someone else?”DO NOT put the caller on hold for more than 30 seconds. Stay on the line until the connection has been made不要讓客人等待超過(guò)30秒鐘Always thanks the guest for calling and close the conversation before putting down the line.結(jié)

25、束電話之前要感謝客人的來(lái)電Always hang up the phone only AFTER the caller has left the line.永遠(yuǎn)要讓客人先掛電話。Note that message taking for administrative staff should be kept to the minimum.注意：?jiǎn)T工在座留言的時(shí)候要盡量的簡(jiǎn)捷Let caller know that you have not forgotten about him/her and keep the caller updated.讓caller知道你不會(huì)把他忘記并且我們會(huì)隨時(shí)進(jìn)行更新

26、TASK NO : 02SWITCH BOARD OPERATIONS PAGE (1/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYHandling Main Keys- LPK- RLS- Excl.src- Excl.dest- RLS.src- RLS.dest- Hold- Shift- DND- Call waitingPress the key to answer incoming cal

27、ls.按鍵接聽(tīng)電話To establish a connection.建立聯(lián)系To isolate the source of the call (caller), and only speak to the third (destination) party.隔斷來(lái)電人，只跟第三方（住店客人）講話To isolate the third (destination) party, and only speak to the source of the call (caller).隔斷第三方（住店客人），只跟來(lái)電人講話To release the source of the call (call

28、er).結(jié)束與來(lái)電客人的通話To release the third (destination) party. 結(jié)束與第三方（住店客人）的通話To place a call on hold at the console.在話務(wù)臺(tái)上放等候鍵。To be used with other keys to set the console in a busy situation.使用其它的鍵使話務(wù)臺(tái)處于“忙”狀態(tài) (Press *78 and follow by the room number to set a DND status.)在話務(wù)臺(tái)上設(shè)置“DND”(*78+房間號(hào)碼+DND)To displ

29、ay calls waiting.顯示電話等候。Ensure all operators know all the functions of the switchboard console to provide efficient and prompt services.確信所有話務(wù)員了解鍵盤(pán)的功能，以便提供高效快捷的服務(wù)。. TASK NO : 02SWITCH BOARD OPERATIONS PAGE (2/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK B

30、REAKDOWNSTANDARD PROCEDUREWHYOn the Screen- First line (The tool line )- Second line- Third line- Fourth lineDisplays the date and time.顯示日期和時(shí)間Displays the information on the source of the call such as guest name, room number, and extension number, if it is an internal call.如果是店內(nèi)電話要顯示客人姓名，房間號(hào)碼，分機(jī)號(hào)碼等

31、信息Displays the information of the third (destination) party, such as the extension number or telephone number dialed and the name of the user.顯示客人的信息，包括分機(jī)號(hào)碼或是電話號(hào)碼和名字Displays the information of the console and whether there are calls waiting. ( the category of the line and guest room number )顯示機(jī)臺(tái)上的信息

32、和是否有電話在等待。(電話的類(lèi)型和客人的房間號(hào)碼)Operators must always be aware of this screen in order to handle calls more effectively.話務(wù)員要知道TASK NO : 03HANDLING INCOMING CALLS FOR STAFF PAGE (1/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY1. Answ

33、er the call.應(yīng)答電話2. Explain the situation.說(shuō)明情況According to standard procedure, answer the call within 3 rings. Be courteous and smile while speaking to the guest. Follow the procedure below:- Greet and address the caller, if possible- Identify the department- Identify yourself- Offer assistance根據(jù)酒店標(biāo)準(zhǔn)

34、，三聲之內(nèi)應(yīng)答電話，用禮貌并微笑著和客人交談，標(biāo)準(zhǔn)如下： 問(wèn)好并稱(chēng)呼客人名字 報(bào)出所在的部門(mén) 報(bào)出自己的名字 提供幫助給客人Listen to the request and do not interrupt the caller. Explain to the caller that personal calls cannot be transferred during working hours as per the hotels policy. As this is a sensitive issue, extreme care and caution must be practiced

35、. Use the phrase, “I am sorry Sir/Madam, personal calls are not allowed to be transferred during working hours. If it is urgent, I may transfer you to the department head”.在仔細(xì)聆聽(tīng)來(lái)電者要求的同時(shí)不要打斷對(duì)方說(shuō)話。如是員工的私人電話，向來(lái)電者委婉解釋?zhuān)阂勒瘴覀兙频甑囊?guī)定，在上班時(shí)間不能轉(zhuǎn)接私人電話。處理此類(lèi)敏感的問(wèn)題時(shí)，需要做到非常謹(jǐn)慎，語(yǔ)言熟練。例如，“非常抱歉，先生/女士，現(xiàn)在是工作時(shí)間，我們不允許轉(zhuǎn)接私人電話。如果您

36、有非常緊急的事情，我可以幫您轉(zhuǎn)接部門(mén)主管。All callers are still considered guests and courtesy and hospitality must be extended at all times.所有的來(lái)電者都是我們尊貴的客人，始終如一的對(duì)客人保持禮貌和周到的服務(wù)。In the event of an emergency, the department head must verify the situation and handle the problem accordingly.遇到緊急情況，部門(mén)主管或經(jīng)理在處理問(wèn)題時(shí)需要認(rèn)真核實(shí)當(dāng)時(shí)的情況。TA

37、SK NO : 03HANDLING INCOMING CALLS FOR STAFF PAGE (2/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYIf it is an urgent or emergency call, transfer the call to the relevant department head and inform him/her of the situation. Req

38、uest permission from the caller before doing so.如果是非常緊急的事情，我們要轉(zhuǎn)接到相關(guān)部門(mén)經(jīng)理或主管，在說(shuō)明來(lái)電者的特殊情況。轉(zhuǎn)接前要得到來(lái)電者的同意。TASK NO : 04HANDLING WRITTEN & VOICEMAIL MESSAGES PAGE (1/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY1. Answer the call.應(yīng)答電

39、話2. Offer assistance.提供幫助Voicemail(1) Leave a voicemail.語(yǔ)音留言Answer the call within 3 rings and greet the guest courteously. Always be polite and offer assistance according to the standard procedure in handling calls.三聲之內(nèi)應(yīng)答電話并禮貌向客人問(wèn)好。按照標(biāo)準(zhǔn)程序給客人提供禮貌服務(wù)。Do not interrupt the caller and be attentive to det

40、ails. Transfer the call immediately. If the guest is not reachable or if the caller would like to leave a message, inquire whether he/she would like to leave a voicemail or a written message.不要打斷來(lái)電者并認(rèn)真聆聽(tīng)他的要求，及時(shí)轉(zhuǎn)接。若未接通客人或來(lái)電者要留言，詢問(wèn)是否需要留語(yǔ)音或字條留言。If the caller would like to leave a voicemail, inform the

41、guest that you would transfer the call again to the guest voicemail system. Say, “One moment please, I will transfer you through. You may leave a voicemail message after the tone. Thank you for calling”.如果caller希望做語(yǔ)音留言，通知客人你將再次把電話轉(zhuǎn)到語(yǔ)音信箱中，說(shuō)：“請(qǐng)稍等，我給您轉(zhuǎn)接電話，你可以聽(tīng)到聲音后留言，謝謝來(lái)電?！盇s per standard procedure.根據(jù)酒店

42、的標(biāo)準(zhǔn)Always suggest the caller to leave a voicemail as it is a way of connection to the guest. This is more accurate and efficient.經(jīng)常建議客人使用語(yǔ)音信箱，這會(huì)更有正確性和更有效率TASK NO : 04HANDLING WRITTEN & VOICEMAIL MESSAGES PAGE (2/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTAS

43、K BREAKDOWNSTANDARD PROCEDUREWHY(2) Retrieve a voicemail.讀取信息(3) Voice mail language語(yǔ)音信箱的語(yǔ)種If the guest would like to retrieve his/her voicemail from the room, inform the guest to press 1 *77. E.g. “Mr/Mrs/Ms _, please press 1( *77 ) to receive your voicemail”.如果客人希望從房間讀取他的信息，告知客人撥打1+*77。If the gues

44、t is calling from outside the hotel and would like to retrieve his/her voicemail, confirm the guests name and room number in the system. Inform the guest to hold on and connect the call to the voicemail system. Say, “One moment please, I will connect your call to voicemail system. Thank you for call

45、ing”.如果客人從酒店外電話要求讀取語(yǔ)音信箱中的信息，在系統(tǒng)中核對(duì)客人姓名及房間號(hào)碼，告知客人在線上等待并且把電話轉(zhuǎn)接到語(yǔ)音信箱中。說(shuō)：“請(qǐng)稍等，我?guī)湍D(zhuǎn)接到語(yǔ)音信箱中，謝謝來(lái)電?！盙uest and administrative voice mail, multi-lingual (minimum language selection is; English, Mandarin, Japanese, Korean, French, German, Spanish, Italian)客人和辦公區(qū)的語(yǔ)音信箱，多種語(yǔ)言（英語(yǔ)，國(guó)語(yǔ)，日文，韓文，法文，德文，西班牙，意大利）Ensure that

46、the caller is the person he/she claims before connecting the person to the voicemail system.在你轉(zhuǎn)到語(yǔ)音信箱前，要確定是來(lái)電者要求的TASK NO : 04HANDLING WRITTEN & VOICEMAIL MESSAGES PAGE (3/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY(4) Handle

47、 the complaint.處理投訴Written Message(1) Note down the details. 記錄詳細(xì)信息(2) Repeat the message.重復(fù)留言(3) Input the message into the system.輸入信息If the guest complains that the recorded message was terminated half away, explain to the guest that could be due to the caller speaking too softly (slowly), or bec

48、ause the caller accidentally pressed a key and terminated the recording. If the guest complains that all he/she heard was silence or noisy tones, explain to the guest that this is probably because the caller did not record the message.如果客人投訴所記錄的留言只有一半，可以向客人解釋在留言的過(guò)程中caller說(shuō)話的速度太慢，或者是因?yàn)閏aller偶然的按了鍵終止了

49、錄音。如果客人投訴他聽(tīng)不到任何的聲音或者是聽(tīng)到的聲音很嘈雜，向客人解釋這種情況是因?yàn)閏aller沒(méi)有做任何的留言Always have a pen and a paper available on hand. Listen carefully to the message given and take down the following details:- Name & room number of the receiver- Name of the caller (& company)- Contact number of caller- Content of message準(zhǔn)備好紙和筆，

50、認(rèn)真聽(tīng)取留言并且做好詳細(xì)地記錄：接收者的姓名和房號(hào)來(lái)電者的姓名（公司名）聯(lián)系電話留言的內(nèi)容Voicemails can only be deleted by the guest personally after retrieval.語(yǔ)音留言只能由客人在讀取信息后刪除Note that once a message is keyed into the system, the message light in the guest room will flash to inform the guest that there is a message waiting for him/her.做過(guò)留言的

51、房間電話上會(huì)有留言燈閃動(dòng)會(huì)提示客人有他的留言TASK NO : 04HANDLING WRITTEN & VOICEMAIL MESSAGES PAGE (4/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY(4) Check the message and print.檢查留言并且打印(5) Retrieve the message.讀取信息Repeat the details back to the

52、caller and the content of the message to ensure accuracy. 重復(fù)留言的內(nèi)容保證它的正確性The data should be entered into the computer immediately according to the standard format:根據(jù)標(biāo)準(zhǔn)的格式將資料輸入到電腦中Dear Mr/ Mrs/ Ms _,Kindly be informed that Mr/ Mrs/ Ms _ called to postpone the appointment from 15: 00hrs to 16:00hrs. Hi

53、s/her contact number is 12345678. Thank you and have a pleasant day._ (Operator) (The Regent Touch )Always indicate the name of the person taking the message. 記錄留言的員工姓名Use the standard text format in the system as often as possible.要一貫地使用正確的留言格式Check the message to ensure that it is correct and prin

54、t it for delivery. 檢查留言保證正確并且打印出來(lái)送到客人的房間All printed messages will be delivered to guest rooms according to schedule. If the guest calls back to check on the message, check for text messages in the system.所有的字條留言都會(huì)被送到客人的房間，如果客人打電話查詢留言，請(qǐng)?jiān)谙到y(tǒng)中查找。So that the guest may know who to refer to if queries aris

55、e.如果客人對(duì)留言產(chǎn)生疑問(wèn)的情況下有據(jù)可查All handwritten messages should be indicated in the system by the receiver for record purposes. 所有的字條留言必須要在系統(tǒng)中注明紀(jì)錄的目的TASK NO : 04HANDLING WRITTEN & VOICEMAIL MESSAGES PAGE (5/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTAND

56、ARD PROCEDUREWHYFor printed messages, check if it has been delivered to the room. If not, inform the guest that it will be delivered immediately. If the guest requests for the information over the phone, read out the message as printed. Also inform guest the time of the message was taken (as indicat

57、ed in the system).被打印出來(lái)的留言，查詢是否被送到房間。如果沒(méi)有，通知客人馬上送到房間。若客人通過(guò)電話查詢，將客人的留言讀給客人聽(tīng)，同時(shí)還要通知客人留言的時(shí)間（象系統(tǒng)中注明的一樣）For hand written messages, explain that the message should be sent to the room. If not, check and locate the message for immediate delivery.字條留言必須要送到房間，如果沒(méi)有被送到房間檢查后馬上送過(guò)去For voicemail messages, transfer

58、 the call through to the voicemail system.對(duì)于語(yǔ)音留言，把電話轉(zhuǎn)到語(yǔ)音留言系統(tǒng)中TASK NO : 05HANDLING GENERAL INQUIRIES PAGE (1/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY1. Answer the call.應(yīng)答電話2. Offer assistance.提供幫助3. Give the information.提

59、供信息Answer the call within 3 rings and greet the guest courteously. Always be polite and offer assistance according to the standard procedure in handling calls.三聲之內(nèi)接聽(tīng)電話熱情禮貌的向客人問(wèn)好。在處理電話的過(guò)程中根據(jù)酒店的標(biāo)準(zhǔn)禮貌的提供服務(wù)If the guest is not looking for anyone in particular or does not know who to look for to assist, of

60、fer your assistance immediately.如果客人沒(méi)有明確指出要找那一位或者是客人不知道找誰(shuí)能夠幫他，請(qǐng)馬上根據(jù)客人的要求提供服務(wù)If the caller would like to know about the current promotions, offer as much information to the caller as possible.如果客人要了解當(dāng)前酒店的一些促銷(xiāo)活動(dòng)，請(qǐng)你可能的提供更多信息If the caller is asking details pertinent to another department, apologize and