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ID:52320257
大小:487.92 KB
页数:47页
时间:2020-03-26
《酒店管理会所 酒店前厅部门资料汇总.pdf》由会员上传分享,免费在线阅读,更多相关内容在工程资料-天天文库。
1、PolicyNumberCrownePlazaCityCenterChangshaFO/GSC/002序号:长沙皇冠假日酒店EffectiveDateImmediately生效日期:SupersedesNo.Policy&Procedure-FrontOffice废止号:-Department(GuestServiceCenter)PreparedBy制JessicaShao前厅部制度和程序(宾客服务中心)定人:ApprovedBy批准人:JimBurtonAnsweringTelephoneDis
2、tributeto发放:接听内外线电话AllDivision/DepartmentHeads各部门总监及部门经理Page1of4A:Policy政策ToestablishguidelinesforouremployeesintelephoneansweringandensurethatallguestsareprovidedwithhighqualityserviceconsistentwiththeimageofCrownePlazaservice.建立员工的电话接听指南,向客人提供始终如一的皇冠
3、品牌服务。C:Procedure程序StandardizedTelephoneAnswering接听标准Forexternalcalls(handlesbytelephoneoperator):外线接听(由话务员处理时)“Goodmorning/afternoon/evening,CrownePlazaCityCenterChangsha,howmayIhelpyou?”早上好/下午好/晚上好,长沙皇冠假日酒店,请问有什么可以帮助您?Forinternalcalls(atthedepartmentl
4、evel):内线接听(由各部门接听时)“Goodmorning/afternoon/evening,XXdepartment,XXspeaking,howmayIhelpyou?”“早上好/下午好/晚上好,_____部门,我是_____,请问有什么可以帮助您?”Whenthelineisbusy:当线路占线时:“Iamsorry,sir/madam,thelineisbusy.Wouldyouliketowait?”OR“Iamsorry,sir/madam,thelineisbusy.Wouldy
5、ouliketoleaveamessage?”“很抱歉,先生/女士,线路正忙,请问您需要等待吗?”或者“很抱歉,先生/女士,线路正忙,请问您需要留言吗?”Whentheguestroomhasnoanswer:PP002AnsweringTelephonePolicyNumberCrownePlazaCityCenterChangshaFO/GSC/002序号:长沙皇冠假日酒店EffectiveDateImmediately生效日期:SupersedesNo.Policy&Procedure-Fro
6、ntOffice废止号:-Department(GuestServiceCenter)PreparedBy制JessicaShao前厅部制度和程序(宾客服务中心)定人:ApprovedBy批准人:JimBurtonAnsweringTelephoneDistributeto发放:接听内外线电话AllDivision/DepartmentHeads各部门总监及部门经理Page2of4当客房电话无人接听时:“Iamsorry,sir/madam,thereisnoanswer.Wouldyouliket
7、oleaveamessageorcallbacklater?”“对不起,先生/女士,电话无人接听,请问您是需要留言还是稍候打来?”Whenthepersonbeingcalledisnotavailable:当受话人不在时:“Iamsorry,sir/madam,(nameoftheperson)isnotavailableatthemoment.Wouldyouliketoleaveamessageorcananybodyelsehelpyou?”“对不起,先生/女士,(受话人姓名)现在不在,请问
8、您需要留言还是请其他人接听电话呢?”1.Allcallsaretobeansweredpromptlywithinthreerings.所有电话应在铃响三声内接听。2.Alwaysuseda“SmileInYourVoice”.Thetoneofyourvoiceshouldbeclear,gentleandinanaturalvoice.接听电话时,始终保持微笑,语音清晰、柔和、自然。3.Wheneverpossibleusetheguest’snameduring
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