酒店前厅总机处理程序

STANDARDOPERATINGPROCEDURES标准操作程序OPERATOR总机SOPCODE:编号OP.1SECTION:分部门DATEISSUE:生效日Page1of5PREPAREDBY:制定APPROVEDBY:审批TASK任务TELEPHONESKILLSTANDARDS电话技巧WHATTODO/PROCEDURESHOWTODO/STANDARDWHYTODOBePrepare准备Bepleasant愉快Greetingandofferassistance问候Sitstraightandpayattentiontothescreenoftheconsole.在电话台前坐直，随时准备接听电话Alwayshavethepenandpaperreadytotakedownthenotes.面前准备纸和笔，准备记录Putasmileintoyourvoice.Answerthecallwithin3rings.Answercallspromptlyandinapleasanttone.所有电话应在三声振铃内用清晰礼貌的声音接听，接电话时声音要愉快和真诚Withexternalcall:NiHao,XXHotel,MayIhelpyou?Withinternalcall:NiHao,Operator,XXspeaking,MayIhelpyou?Letthecallerfeelourhospitalitythroughthephone.Keepthehighstandardforcaringtheimageofthehotel.Tocreateagoodimpression.切记你代表酒店，通过电话让客人感受到你的真诚和专业的服务STANDARDOPERATINGPROCEDURES标准操作程序OPERATOR总机SOPCODE:编号OP.1SECTION:分部门DATEISSUE:生效日Page2of5PREPAREDBY:制定APPROVEDBY:审批TASK任务TELEPHONESKILLSTANDARDS电话技巧WHATTODO/PROCEDURESHOWTODO/STANDARDWHYTODOYourVoice声音Listenattentively仔细聆听外线：您好，XXHotel,MayIhelpyou?内线:您好，Operator,xxspeaking,MayIhelpyou?Usecallernameifpossible.如果可能，称呼客人姓名Speakingandusingyournaturaltone.Speakclearlyandusesimplelanguage,avoidslang.Speakdirectlyintothemouthpiece.Speaknormallyandinanappropriatepace.Neverrushorspeakfast.使用自然的声音，语言清晰，简练，避免使用酒店专业用语。语速适中，不要让客人感受到你在赶时间Bepatient,donottrytointerruptthecaller.Takedownsomenotes.仔细聆听，不要打断客人，作必要记录Letyourvoiceindicateconsistencycreateanimageoffriendlinessandsincere.通过你的声音使人感受到友好和真诚Peoplewillnotunderstandwhatyoutalkabout.使客人能够理解你所讲的内容Itisoneofthewaytorespectourguests.尊重客人STANDARDOPERATINGPROCEDURES标准操作程序OPERATOR总机SOPCODE:编号OP.1SECTION:分部门DATEISSUE:生效日Page3of5PREPAREDBY:制定APPROVEDBY:审批TASK任务TELEPHONESKILLSTANDARDS电话技巧WHATTODO/PROCEDURESHOWTODO/STANDARDWHYTODORepeat重复NeversayNo”totheguest不要对客人说“不“UseMagicwords使用魔力语言Neverarguewiththecaller不要与客人争执Alwaystrytorepeatthecallerrequest.重复客人要求Weshouldtrythebesttohelpourguest.我们应该尽力帮助客人e.g.Thankyou,Please,Mypleasure.如：谢谢,请,不客气等。Donotraiseyourvoice.不要抬高音调Iftheguestisunruly,trytohandlewithniceway.Ifcannot,pleasereferhimtoyoursupervisorandinformsupervisorofwhathashappened.如果不能处理，将经过告知主管后，由主管来处理Toavoidmisunderstanding.避免误解HighLevelofservice.高标准服务Respectingthecallerbyusethepolitewordsandguestname.使用礼貌用语，称呼客人姓名STANDARDOPERATINGPROCEDURES标准操作程序OPERATOR总机SOPCODE:编号OP.1SECTION:分部门DATEISSUE:生效日Page4of5PREPAREDBY:制定APPROVEDBY:审批TASK任务TELEPHONESKILLSTANDARDS电话技巧WHATTODO/PROCEDURESHOWTODO/STANDARDWHYTODOHold等候Transferthecall转接电话UsethewordWaitnotholdInformthecallerthatyouaregoingtoholdthecallforawhileandexplaintocallerofreasonforputtinghold.Wouldyoupleasewait,Mr.Tan,Thankyou.Comebackonthelineevery30seconds,donotholdthecallatconsoleover30seconds.Ifyouhavetotransferacall,explaintothecallerwhyheistobetransferred.提前告知将请客人等候，并说明原因Mr.Tan,Iamtransferringyourcalltothexxxnow,onemomentplease.Beattentivetoavoiddialthewrongnumber.Mr.Tan,IamconnectingacallfromMr.Xxxtoyourline.Goaheadplease.Stayonthelineuntiltheconnectionhasbeenmade.告诉客人电话将被转接Respectthecallerbyusethepolitewords.使用礼貌语言尊重客人Askpermissionandacknowledgecallerresponse.Givethecallertheimpressionthatyouhavenotforgottenabouthim.征求客人的同意。Announcetoreceivingpartytheincomingcallforreceivergreettheguest.将客人姓名和事由转告给电话转接去的部门Ensurethecallhasbeentransfertotherightpersonordepartment.ShowingourAsiahospitality.Respectingthecalleritshowsourcourtesy.STANDARDOPERATINGPROCEDURES标准操作程序OPERATOR总机SOPCODE:编号OP.1SECTION:分部门DATEISSUE:生效日Page5of5PREPAREDBY:制定APPROVEDBY:审批TASK任务TELEPHONESKILLSTANDARDS电话技巧WHATTODO/PROCEDURESHOWTODO/STANDARDWHYTODOEndofcall结束Neverforgettosay:Thankyouforcallingtothecaller.Alwayshangthephoneafterthecaller.结束时，感谢客人。客人挂机后，再挂机确保电话被转接到正确的部门和人员STANDARDOPERATINGPROCEDURES标准操作程序OPERATOR总机SOPCODE:编号OP.2SECTION:分部门DATEISSUE:生效日Page1of3PREPAREDBY:制定APPROVEDBY:审批TASK任务TELEPHONEANSWERINGSTANDARD电话接听标准WHATTODO/PROCEDURESHOWTODO/STANDARDWHYTODOAnsweringoutsidecalls外线电话Answeringinsidecalls内线电话--Operatorarenottousetheirnames.--Useagreetingandfullnameofthehotel.--OfferassistanceNiHao,XXHotel.MayIhelpyou?”外线电话接听标准：您好，XXHotel.MayIhelpyou?Listencarefullytothecallersrequestandtakesomenotesifpossible.仔细聆听，作必要纪录Connectthecallbyacknowledgetheendoftheconversationwithyouractionandacourtesybysaying:Onemomentplease,thankyouforcalling.为客人接通电话，最后感谢客人致电。--Standardgreeting--IdentifyyourselfBesuretheconnectionismadeafteryoucompletingyoursentenceshowsourcourtesyandrespect.确保对话结束后，为客人接通电话Respectingtheguestbyaddresstheirnameifweknow.如果可能，尽量称呼客人的姓名表示对客人的尊重STANDARDOPERATINGPROCEDURES标准操作程序OPERATOR总机SOPCODE:编号OP.2SECTION:分部门DATEISSUE:生效日Page2of3PREPAREDBY:制定APPROVEDBY:审批TASK任务TELEPHONEANSWERINGSTANDARD电话接听标准WHATTODO/PROCEDURESHOWTODO/STANDARDWHYTODOAnsweringringbacktoconsolecalls接听返回到总机工作台的电话Forhotelguest:接听给住店客人的电话--Giveyourname--Addresscallerbyname--OfferassistanceNiHao,operator,XXspeaking,Mr.XX,MayIhelpyou?内线电话接听标准：您好，Operator,xxspeaking,Mr.xx,MayIhelpyou?Foraringbacktoconsolecall,theoperatorshouldalwaysofferalternatives对于返回到工作台的电话，要为客人提供可以选择的建议Offertoleaveatextmessageoravoicemailbysaying:Iamsorry,Sir.Mr.XXisnotintheroomnow,wouldyouliketoleaveamessageto