酒店接听电话标准

接听电话标准StandardTelephonePhrase•金沙大酒店•Kingsahotel酒店话务员接进电话HotelTelephoneOperatorIn-comingcalls店内客人/内线电话In-housecalls/InternalCalls•早上好,XX谢谢您的来电,我是话务员XXX,请问有什么可以帮您.Goodmorning/Afternoon/Evening.ThankyouforcallingTelephoneOperator.XXXspeaking.HowmayIhelpyou.转接电话Whentransferringcalls•请稍等,我现在为您转接.Onemomentplease,Iwillputyouthrough.问讯电话Whenpeopleaskforinformation•当然可以,先生/女士(回答客人问讯)Certainly,Sir/Madam(Givetherequestedinformation)Certainly,Mr./Ms…..(Givetheinformation)–in-houseguest.当您需要回复客人时Whenyouneedtocallaguestback•我能稍后给您回复吗….MayIcallyoubackinXXminutes…..(Statetime)当您询问客人的姓名拼写时Whenyouneedtohavethecallerspellhis/hername•请问您的名字是怎样拼写?Howdoyouspellthesurname?当您请客人稍候时Whenyouneedtoputsomeoneonhold•先生/女士…请您稍等或者我稍后给您回复好吗…(给客人解释为什么需要他等候,)…(当把电话接过来时,)感谢客人的等候Mr./Ms…..WouldyoumindholdingforamomentormayIcallyoubackin….(statetime)?(Explainwhyyouneedtoputthecalleronholdandwaitforconfirmation)…..(andwhenyoucomeback)….ThankyouforholdingMr./Ms当您无法为客人提供确定信息时Whenyouneedtogiveinformationnotreadilyavailable•我会立刻为您查询,我稍后给您回复好吗?IwillfindoutforyouandmayIcallyoubackin….(statetime),please?当客人向您致谢时Whensomeonethanksyou•不用客气,先生/女士.我很荣兴为您服务……我很乐意为您效劳.You’rewelcomeMr./Ms……Sir/Madam.It’smypleasureI’mgladtobeofassistance.当您接到投诉电话时Whenhandlingacomplaintcall•先生/女士，我非常报歉，我让客户关系经理立刻给您回复好吗？Iamterriblysorrytohearthat.CouldIhaveourGuestRelationManagercallyoubackrightaway?Mr./Ms.NewYearStandardTelephonePhrase新年电话问候语标准•AttachedpleasefindtheaboveNewYearStandardTelephonePhraseforyouraction.TheDetailsareasbelow:以下是新年期间的电话问候语，请参阅。NewYearStandardTelephonePhrase2005新年期间电话问候语From01January2005,Tuesdayat00:00hrsto2January2005,Wednesdayat24:00hrs2005年1月1日（星期二）凌晨0点至2005年1月2日（星期三）子夜24点OthersDepartment其他部门•InternalCalls其他部门内部电话•HappyNewYear，Thankyouforcalling(NameofDepartment部门名称）•XXSpeaking(yourname),HowmayIhelpyou?•新年好，XX部，Reservation预订部•Outsidecall预订部接入电话HappyNewYear，ThankyouforcallingSmile&NaturalInternationalHotel,HowmayIhelpyou?新年好，九江远洲国际大酒店.Reservation预订部•InternalCalls预订部内部电话HappyNewYear，ThankyouforcallingRESERVATIONS.XXSpeaking(yourname),HowmayIhelpyou?新年好，预订部。Operator总机•Outsidecalls总机接入电话HappyNewYear,ThankyouforcallingSmile&NaturalInternationalHotel,HowmayIhelpyou?新年好，九江远洲国际大酒店。AssistantManager大堂副经理•InternalCalls大堂副经理内部电话HappyNewYear,ThankyouforcallingASSISTANTMANAGERXXSpeaking.(yourname)HowmayIhelpyou?新年好，大堂副经理BusinessCenter商务中心•InternalCalls商务中心内部电话HappyNewYear,ThankyouforcallingBUSINESSCENTER.XXSpeaking(yourname)HowmayIhelpyou?新年好，商务中心。Concierge礼宾部•InternalCalls礼宾部内部电话HappyNewYear，ThankyouforcallingCONCIERGE.XXSpeaking(yourname)HowmayIhelpyou?新年好，礼宾部。FrontDesk前台•InternalCalls前台内部电话HappyNewYear，ThankyouforcallingFrontDesk.XXSpeaking(yourname)HowmayIhelpyou?新年好，前台。Spa健身中心•InternalCalls健身中心内部电话HappyNewYear,ThankyouforcallingXXSpa.XXSpeaking(yourname)HowmayIhelpyou?新年好，XX健身中心Boutique礼品店•InternalCalls礼品店内部电话•HappyNewYear,ThankyouforcallingBoutique.XXSpeaking(yourname)HowmayIhelpyou?•新年好，礼品店ExecutiveLounge行政酒廊•InternalCalls行政酒廊内部电话•HappyNewYear,ThankyouforcallingExecutiveLounge.XXSpeaking(yourname)HowmayIhelpyou?•新年好，行政酒廊Housekeeping管家部•InternalCalls管家部内部电话•HappyNewYear,ThankyouforcallingHousekeeping.XXSpeaking(yourname)HowmayIhelpyou?•新年好，管家部Laundry洗衣部•InternalCalls洗衣部内部电话•HappyNewYear,ThankyouforcallingLaundry.XXSpeaking(yourname)HowmayIhelpyou?•新年好,洗衣部