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ID:6817456
大小:236.00 KB
页数:33页
时间:2018-01-27
《索菲特酒店预定操作流程》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、Reservation预定1.0GREETING问候1.1Phoneansweredwithin3rings电话铃响3声内须有应答What:Numberofringsbeforetheincomingcallisanswered内容:来电应答前的铃响次数How:Incomingcalltobeansweredwithin3ringsbytheswitchboardoperatororansweringmachine.方法:来电须在铃响3声内由总机接起或有自动机器的应答声When:Fromthetimethecallerisconnectedtotheho
2、teltelephoneexchange.时间:从来电者的电话接通酒店总机起Why:Waitingtimeonthetelephoneformspartofthecustomer’sfirstimpressionofthehotel原因:电话的等候时间是顾客对酒店第一印象的组成部分Exceptions:None.例外:无1.2Switchboardoperatorofferedgreeting总机接线员的问候What:Offerstheappropriategreetingaccordingtothetimeofday内容:根据每天的时间给出恰当的问候H
3、ow:Greetingmustincludeasalutation(GoodMorning/Afternoon/Evening),thehotelname&theoperator’snameandofferofassistance.Allelementsmustbepresentinthegreeting.方法:问候须包括打招呼(早上好/下午好/晚上好),酒店名称,接线员的名字和提供的帮助。基本要点为问候须用现在时Exampleofgreeting:问候举例:“GoodMorning,SofitelY,JohnSpeaking”早上好,索菲特Y,我是约翰
4、Examplestoofferassistance提供帮助的例子:“HowmayIhelpyou?”“请问有什么我能帮到您的吗?”“HowcanIdirectyourcall?”“请问我能帮您转去哪里?”When:Atthebeginningofthecall–theswitchboardoperatorshouldbethefirsttospeak.时间:通话开始之际----总机接线员须先应答Why:Thegreetingsetsthetoneforthecall.Mentioningthehotelnamereassurestheguesttheyh
5、avecalledthecorrecthotel.Offeringanamegivesapersonaltouch.ConfidentialPage33March2005原因:问候确定通话的基调。提及饭店的名称可使客人确信电话打到了正确的饭店。提供本人名字给人以亲切感。Exceptions:WillnotapplyifhotelhasanautomaticmenuoptiontoconnecttoReservationuponthecallbeinganswered.IfthecallismadeinEnglishbutthehotelgreetingi
6、sinlocallanguage,thecallershouldatminimumclearlyidentifythehotelname.IfthehotelnamecannotbeidentifiedthanthiscriterionwillbescoredNO.例外:此条不适用于拥有自动连接预定应答体系的酒店。如果来电为英语,但酒店的问候为当地语言的,应最低限度地保证来电者清楚酒店的名称。如果酒店的名称无法让人明白,那么这条标准的得分为零。1.1Phoneansweredwithin3ringsbyreservationsalesagent电话铃响3
7、声内预定员须有应答What:Numberofringsbeforethereservationsalesagentanswersthetelephone.内容:预定员回应来电前的铃声数量How:Incomingcalltobeansweredwithin3ringsbythereservationssalesagent.方法:来电须在铃响3声内有预定员的应答声When:Aftercallistransferredtothereservationsdepartment.时间:在来电转到预定部之际Why:Waitingtimeonthetelephonefo
8、rmspartofthecustomer’sfirstimpressionoft
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