酒店散客电话预订服务规范

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5.4填写订单，填写内容为客人姓名、协议单位、抵离日期、抵离时间、预订人姓名、电话、预订房型、房数、房价、、付费方式、特殊要求，核实无误后录入电脑。5.5公司或者旅行社承担费用者,要求在客人抵达前,电传书面信函,做付款担保；5.6询问客人抵达情况(时间，便于排房)6询问特殊要求6.1询问客人的特殊要求,如是否需要特别订餐、摆设要求、房间朝向等，并向客人解释饭店相关规定及收费标准，做好相应记录并通知相关部门做好安排；6.2对有特殊要求者,详细记录并复述。7．对客人预定内容再次复述8．向客人致谢。9．记录预订10填写预订单并输入电脑；11按入住日期存放订单。 标准操作规程：客务部——前厅主题：转接总经理及部门经理电话程序经理批核：编号：FO―PP―02生效日期：页数：第1页（共1页）操作要求：1、接到部门经理及总经理打来的电话，要立即称呼其姓名，并问好。如：接到李总打来的电话，应说：“您好，李总”。2、无论从任何地方打来的电话，要求能及时辩认出声音，热情地称呼。3、如总经理及部门经理查询某个电话号码，你知道这个号码，应马上告知并询问是否要接通。例：李总打电话来问库房的号码，话务员应马上告诉李总说：“李总，餐厅的号码是8288，请问需要我帮您接通吗？”如你不知道这个号码，请对方稍等，马上通过查询电话号码簿，找到号码后，应说：“对不起，李总，让您久等了，您要的号码是XXXXXXXX，请问需要我帮您接通吗？”4、当要求被接的号码占线时，应婉转地告诉对方，并建议等线路通了后，马上接过去。例： 李总要接销售部，销售部分机占线，此时应婉转地告诉李总：“对不起，李总，现在销售部分机占线，过会我让他们给您回过来，好吗？等销售部分机通了后，马上告诉销售部，有李总的电话找，让其速回电。5、如总经理及部门经理要求总机传呼某人或寻找某人时，如不能及时找到，应马上把信息反馈给对方。例：当总经理要传呼找某人时，传呼好几遍，都没回电，手机关机，无法取得联系时，此话务员应在数分钟内打电话告知李总“对不起，周总，传呼某人好几遍，一直没回电，手机关机，是否需要继续找？”标准操作规程：客务部——前厅主题：转接分机电话程序经理批核：编号：FO―PP―03生效日期：页数：第1页（共1页）操作程序1、按照接听电话的标准在铃响三声之内接听。2、重复来电者要求，以避免误解。3.1话务员重复分机号。“请问是XXX，对吗？”3.2话务员重复姓名，“找XXX经理，是吗？”3.3核对姓名（限部门经理以上分机、或来电者容易报错的分机）3、话务员从来电者处询问姓名。“先生/小姐，请问找哪一位？”4、话务员核对分机与姓名是否一致。5、分机号码与姓名一致时，话务员请对方稍等，隔离主叫并按分机号码，接通电话，告知有电话找。 1、分机号与姓名不一致时，话务员告知对方正确分机号，请对方稍等并按分机号，接通电话，告知有电话找。标准操作规程：客务部——前厅主题：电话应答标准经理批核：编号：FO―PP―04生效日期：页数：第1页（共1页）操作程序1、每一位接线生的声音都代表着酒店的形象，接线生对于每个进来的电话都应按照接听电话的标准在铃响三声之内接听。2、接线生必须礼貌、友善、愉快地应答每一个来自酒店内部或外部的电话。3、问候语须使用普通话，如三次后对方都没回应方可挂断电话。4、应答电话时音量要适中，语气平和，吐字清晰，即使是对待粗鲁或反应慢的客人，也必须保持耐心。5、仔细聆听客人的来电要求，复述来电内容，与客人做好确认。6、禁止使用“没有、不可能、没办法”等消极性语言。7、电话要轻拿轻放，不得用力扔电话。8、应以“请”字应答每个电话。9、任何时候不可说“喂”，应以“您好”来应答。10、要等对方挂断电话后才结束通话。 11、用姓名称呼客人。如果客人告诉了他的姓名，须用其姓氏称呼，以示尊重。如果知道客人的姓名，则应以“XX先生/小姐”来称呼每一位来电者。12、接线生必须能够辨别公司及酒店管理人员的声音，做到听到他们来电时给予适当的尊称。13、当所转接的电话无人接听，CALLBACK回来时，应礼貌回答客人“对不起，电话无人接听，请问您是否需要留言？”14、接线生应答的标准用语：a)外线应答：“您好，江海金苑商务宾馆”(声音柔和，音调为轻声)b)内线应答：“您好，前台”。标准操作规程：客务部——前厅主题：电话查询服务经理批核：编号：FO―PP―05生效日期：页数：第1页（共1页）操作程序一、内线电话查询1、首先依据电话机上来电显示判断是酒店住客来电还是酒店内部员工来电。2、如果是酒店住客来电，则立即在电脑上查看住客资料并以住客姓氏称呼客人。3、仔细聆听客人所述内容，必要时请对方重复某些细节或含混不清之处。4、如果是酒店员工来电，则依据分机号码迅速判断是哪个部门拨来的电话；如果来电是酒店部门经理以上级别，则以对方的姓氏加职位称呼对方。二、外线电话查询某人1、应先询问客人贵姓，并以姓氏称呼对方“XX先生/小姐”2、应询问所查询对象是酒店内部员工、是住店客人或有预订但未到店的客人。3、如果是酒店内部员工，则应答为：“XX先生/小姐，请您稍等，我帮您转过去”。4、如果客人已入住酒店，则与来电者确认被查询客人的姓名，房号，并在电脑拓达系统的“在住客人查询”中查询当天在住的客人。5、如果住客情况为“免打扰”，则根据客人所给的标准应答指令应答，如查询的客人有“ 保密设置”，则应答“XX先生/小姐，非常抱歉，没有此人的登记资料”。6、如果住客情况没什么特别，则直接将电话转入房间；如果住客不在房间，则应答“XX先生/小姐，非常抱歉，您所要找的客人暂时不在房间，欢迎您到访，或请您留言给他，我们会尽快转告客人”7、如是已预订但未到达客人，则回复客人并征询客人是否需留言“XX先生/小姐，您所要找的XX先生/小姐有预订我们酒店今天的房间，但他/她还未到店，请问您是否需要给他/她留言？”，如需留言则进行留言操作。8、如所查询对象已经退房，则先查所退房客人的当次入住记录里有无“保密设置”情况，如果没有“保密设置”情况，则可告知对方所查询之客人已经退房；如果有“保密设置”情况，则应答“XX先生/小姐，非常抱歉，没有此人的登记资料”。三、外线电话查询怎样到达酒店1、应先询问对方当时所处地理位置。2、告诉对方从哪条路到达酒店。3、告之对方酒店的确切位置。四、道别致谢1、在挂线前必须先多谢对方来电。2、待对方将电话挂段后再挂电话。 标准操作规程：客务部——前厅主题：转接投诉电话程序经理批核：编号：FO―PP―06生效日期：页数：第1页（共1页）操作要求：1、按照接听电话的标准在铃响三声之内接听。2、表示愿意为对方提供帮助。3、仔细倾听，并表示歉意。4、告知客人将采取的行动。5、话务员让客人知道电话将转去部门经理或值班经理处。6、话务员告知部门经理或值班经理客人房号（投诉事宜）。7、做好记录（时间、客人姓名、房号、事件） 标准操作规程：客务部——前厅主题：客房电话留言服务程序经理批核：编号：FO―PP―07生效日期：页数：第1页（共1页）操作要求1、按照接听电话的标准在铃响三声之内接听。2、表示愿意为客人提供帮助。3、重复要求，确认客人的需求，以免误解。4、核对客人姓名4.1话务员从来话者处询问客人全名。4.2话务员在电脑中输入房号与电脑核对。5、记录留言5.1仔细倾听5.2记录要素（来电者姓名、联系号码、留言内容）6、重复留言要素，确保所记内容正确无误7、结束来电7.1感谢来电者，再次询问客人还有什么需要帮忙7.2待对方挂机后，再挂断电话 标准操作规程：客务部——前厅主题：房间要求保密/设置“免打扰”要求服务原则经理批核：编号：FO―PP―08生效日期：页数：第1页（共1页）操作要求1、如有客人要求前台设置房间保密，请询问客人有电话是否需要进行转接，根据客人的要求进行纪录，并做交接。2、如有来电者问询客人房号、姓名时，话务员应婉转而有礼貌地告知对方：“对不起，客人房号及名字是保密的，我不能告诉您，请您原谅。不过我可以帮您接通他房间的电话，请问您贵姓？3、隔离主叫，告诉客人来电者姓名，并征询是否要接。如客人要接的，马上接通。4、如客人不愿接，应婉转地告诉来电者“对不起，现在客人不在房间，请问您要留言还是稍后再打来”。5、如来电者说要发传真给客人，但不知道客人房号，此时话务员应向客人说明，只要在传真上写明客人的全名，我们可以通过电脑查询房号并送客人房间。6、如来电者说是公安局、安全局及省市领导的，请对方稍等，并隔离主叫，接通部门经理或者值班经理的电话，告知情况，由部门经理或者值班经理处理。7、如来电者是饭店领导，及时告诉他们。8、如客人要求设置“免打扰” ，请，请向客人确认是不是内线、外线、来访客人都不接待。如是，在电话系统中设置免打扰（客人退房后及时将设置取消）。标准操作规程：客务部——前厅主题：接受叫醒服务程序经理批核：编号：FO―PP―09生效日期：页数：第1页（共1页）操作程序1、当客人提出叫醒服务（MORNINGCALL/WAKEUPCALL）时，我们必须：1）、问清客人要求叫醒的时间；2）、客人的姓名及房号；3）、与客人复述一遍并核对准确；2、一边复述，一边将相关信息记录在前台交班本上。接待员在接到客人的叫醒服务时，除了做好记录外，还应及时将叫醒时间在电脑进行操作。3、为了确保客人收到叫醒服务，要求在电脑自动叫醒设置二次叫醒，时间间隔3分钟后。再做一次人工叫醒。人工叫醒的标准用语为：您好XXX先生/小姐，现在是X点钟，您的叫醒时间到了，祝您旅途愉快！4、如房间连续叫醒三次仍无人应答，前台应立刻通知楼层服务员去客房查明情况，并做详细记录。5、为了避免出错，员工在记录叫醒服务时，应仔细、耐心并反复核对。 标准操作规程：客务部——前厅主题：长途电话的开启和关闭经理批核：编号：FO―PP―10生效日期：页数：第1页（共1页）操作程序一、住店客人要求开长途1、接到客人电话后，仔细聆听客人的需求，并与客人确认；2、接到客人要求开通国内长途的通知，前台员工应与客人确认房号、姓名，查看电脑中是否有备注。A、如是住店的散客要求开通，接待员在查看客人房间押金情况后，如押金足够，礼貌地请客人挂机，待开通后给他回电话，“XX先生/小姐，请您稍等,我先查一下，稍后回复您，好吗？”B、如是多间房联房的情况，接待员应查看主房客是否同意给其他房间开通长途，再进行操作。C、如是会议客人，需与有效签单人确认后方可开通。D、如是团队客人，请向其解释需客人到前台交付押金后，再给开通。3、如押金足够，则直接在电脑中为客人开通国际长途，然后打电话告知客人拨打电话的方法”；并回复客人“XX先生/小姐，您的国际长途电话已经开通，您现在可以拨打了，谢谢，再见。”4、如押金不够，则应礼貌地通知客人是否在续交一定押金之后再开通（接待员一定要注意自己讲话的方式和技巧，以免客人不悦）。“XX 先生/小姐，我们酒店规定开通国内长途需要交XX元的押金，您的押金暂时不够了，请您先去前台交押金，我再帮您开启国际长途好吗？”待客人续足押金后，话务员方可为其开通。二、酒店内部要求开长途1、酒店总经理和销售部电话可长期开通长途。 2、其他部门接待只有接到部门经理通过后，才能给其开通长途。3、在开通后需要在“酒店内部长途电话开启纪录本”上做好纪录。内部资料仅供参考9JWKffwvG#tYM*Jg&6a*CZ7H$dq8KqqfHVZFedswSyXTy#&QA9wkxFyeQ^!djs#XuyUP2kNXp6X4NGpP$vSTT#UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5ux^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmUE9aQ@Gn8xp$R#͑Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5ux^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z8vG#tYM*Jg&6a*CZ7H$dq8KqqfHVZFedswSyXTy#&QA9wkxFyeQ^!djs#XuyUP2kNXpRWXmA&UE9aQ@Gn8xp$R#͑Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5ux^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z8vG#tYM*Jg&6a*CZ7H$dq8KqqfHVZFedswSyXTy#&QA9wkxFyeQ^!djs#XuyUP2kNXpRWXmA&UE9aQ@Gn8xp$R#͑Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5ux^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmUE9aQ@Gn8xp$R#͑Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5ux^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNuGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5ux^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$U*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89Amv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5ux^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$U*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz84!z89Amv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5ux^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$U*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$U*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNuGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5ux^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5uxY7JnD6YWRrWwc^vR9CpbK!zn%Mz849Gx^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA5ux^Gjqv^$UE9wEwZ#Qc@UE%&qYp@Eh5pDx2zVkum&gTXRm6X4NGpP$vSTT#&ksv*3tnGK8!z89AmYWpazadNu##KN&MuWFA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