酒店前廳部預(yù)訂管理程序手冊-SP-RM-RES-D010 Answering Telephones(V)接聽電話

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: Answering TelephonesCode: RM-RES-D010任務(wù)：接聽電話序號： RM-RES-D010Standard:Reservation sales agents will handle telephone calls by following S.G.S.S. standards.All telephone calls will be responded within 3 rings, in an audible, suitable, clear and professional manner.In-co

3、ming telephone calls will be responded with the proper greetings.Reservation lines will be attended at all times between 8:00am and 7:00pm. 標(biāo)準(zhǔn)：預(yù)訂部銷售文員要按照喜來登賓客滿意計劃標(biāo)準(zhǔn)來接聽每一各電話：所有電話應(yīng)在三聲內(nèi)以音量適宜，速度適當(dāng)，清晰，專業(yè)的方式接聽。打進來的電話要以適當(dāng)?shù)姆绞絹砘卮?。預(yù)訂部在從早上8：00至晚上7：00都會有人接聽電話。Procedures:Standard Greeting:When the telephone ring

4、s, pause briefly and ensure pen and paper are ready to take notes and details regarding the conversation.Speak into the telephone mouthpiece.In-coming telephone calls on a Direct Line will be responded with the Greeting “Four Points by at Your Service”.In-coming telephone calls on a Hotel Extension

5、will be responded with the Greeting “Reservation Sales at Your Service”.Speak clearly and slowly to ensure the caller is able to understand.If the line is not clear, explain to the caller, and ask if you can call him/her back to achieve a clearer line. Make sure it is done within 5 minutes.S.G.S.S. standards will be exercised at all times.程序：標(biāo)準(zhǔn)問候：當(dāng)電話鈴響時，稍做停頓，確保準(zhǔn)備好紙筆以便在與客人講話時作充分記錄。講話時要對著話筒。直線電話的回答標(biāo)準(zhǔn)是: “您好，國際酒店管理程序”。內(nèi)線電話的回答標(biāo)準(zhǔn)是:“您好，預(yù)訂部”講話時速度要適中，吐字要清晰使接聽者能聽清楚。如果線路不好，向來電者解釋我們給他打回去以使線路清晰，并保證一定在5