酒店前廳部預(yù)訂管理程序手冊-SP-RM-RES-A080 Processing Busy Lines (v)電話占線的處理程序

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準操作程序手冊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：日期：Task: Processing Busy LinesCode: RM-RES-A080任務(wù)：電話占線的處理程序序號： RM-RES-A080Standard:When an extension is engaged or busy, the Reservation Sales Agent will advise the caller accordingly. The caller will always be offered the options of waiting for the extension to become availa

3、ble or leaving a message.標 準任何情況下某分機占線時，預(yù)訂部銷售文員都應(yīng)告訴對方。無論何時都要提供給致電者選擇在分線上等待或留言的權(quán)利。 Procedure:When transferring a call to an extension number, Reservation Sales Agents will monitor the call transfer. If the destination is identified by the tone as busy or engaged, the Reservation Sales Agent will canc

4、el the transfer, return to the caller and advise - XXs extension is currently busy. Would you prefer to hold or may I take a message for you? When a line is busy, NEVER TELL a caller to call back later.If a caller chooses to wait, place call on hold. Return to call every 1 minute and advise the call

5、er, I am trying again for you, Sir/Madam.” Repeat transfer process and listen for ringing tone. If the line is still busy, advise the caller, xxs extension is still busy. Would you still want to hold? If the answer is yes, repeat procedure and make sure the caller on hold is monitored constantly.If

6、a caller prefers not to hold, offer to take a message. Ensure all details are taken and recorded accurately. (Refer to procedure of taking messages.)If caller prefers to call back later, DO NOT give out room number or extension. (e.g. What room number is he in so I can call later? - -Politely advise

7、 the caller that to protect privacy, we are not authorized to advise room number. You would be pleased to connect him when he calls again).Thank caller for calling/waiting. Thank you for waiting. I am transferring you to xx now or Thank you for calling. I will pass your message to xx . Allow the cal

8、ler to hang up first before terminating the call.程 序：1.當(dāng)轉(zhuǎn)接一分機或房內(nèi)電話時，預(yù)訂部銷售文員應(yīng)密切注意轉(zhuǎn)接情況。如果電話那端確定為忙音時，預(yù)訂部銷售文員要中止轉(zhuǎn)送，將電話轉(zhuǎn)回來并建議說：”XX的分機現(xiàn)在占線您愿意等一會兒還是留言呢？”2.如果線路占線，絕對不可以叫致電者回頭再打來。3.如果致電者選擇等待，就將電話放至在等待的狀態(tài)上。每一分鐘就接回來并建議說：“再為您試一下?！敝貜?fù)轉(zhuǎn)送并注意聽鈴聲,如果仍然占線，建議對方：“XX的分機仍然占線。您還要等嗎？”如果答案依舊，就重復(fù)以上程序，同時要確保持續(xù)關(guān)注在等候的客人。4.如果對方不愿意等待，就提供留言服務(wù)。確保所有的細節(jié)都被正確地記錄下來。(參考留言程序)5.如果對方想要再打來，勿泄露房號或分機號。(例如“他的房號是多少，我好再打過來。有禮貌地告訴對方為了保護客人的隱私，我們無權(quán)說出房間號碼；，并且當(dāng)他再打來時我們很愿