酒店管理会所 洲际酒店Reservations SOP

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1、STANDARDOPERATINGPROCEDURETELEPHONECOURTESYTASKNUMBER:RES-0001DEPARTMENT:ReservationsDATEISSUED:January2005GUESTIexpectmyreservationtobehandledefficiently,accuratelyandcourteouslybyEXPECTATION:staffwhounderstandtheproducttheyaresellingandrecognizemeasanindividual.TIMETOTRAIN:45minu

2、tesWhyisthistaskimportantforyouandourguests?Answers:1.Wehavetoprovideefficientandcourteousservice.2.Wemustmaximizeguestsatisfaction.3.Wemustmaximizehotelrevenue.4.ImprovetheGSTSscore.Task–TelephoneCourtesyPage1of55.Beasprofessionalaspossible.WHAT/STEPSHOW/STANDARDSTRAININGQUESTIONS

3、1)AnsweringthetelephoneAnswerthetelephonepromptly-withinthreeWhydoIhavetoanswerthetelephonerings.Stateyourname&department.within3rings?WhydoIhavetostatemynameandCheckthescreenofthetelephonetoconfirmdepartmentfirst?theroomnumberandaddressthecallerbyname.Speakclearlyandslowlywitha“sm

4、ile”intheWhatisasmileandwelcomingvoice?voice.Allcallersaregreetedwithawelcomingvoiceanduseascriptingstandardwhichconsistsof:-Greetingoftheday-Department-Yourname…..speaking-OfferinghelpIfitisanoutsideline,identifythecallerbyaskingforhisnameinapolitemanner.“Goodmorning/afternoon/eve

5、ning,Reservation,xxxxspeaking,howmayIhelpDRILLLANGUAGEyou?”Listentotherequestofthepersoncalling.Writedownthetimethepersoncalled,theextension/roomnumber,therequest,whoaskedfortherequest,whoreceivedtherequest,whotherequestwaspassedto,andthetimetheTask–TelephoneCourtesyPage2of5request

6、waspassedon.“MayIhaveyourname,please?”or“MayIknowwhoiscalling?”DRILLLANGUAGEWHAT/STEPSHOW/STANDARDSTRAININGQUESTIONS2)TransferringacallInformthecallerabouttransferringhis/hercalltoanotherextension.“Mr./Ms.XXX,MayItransferyourcallto…?”DRILLLANGUAGEIfthecallerrequiresassistancefroman

7、otherHowcanItransferthecalltoanotherdepartment,asktheguestifhe/shewouldlikedepartmentifIdonotknowtheextension?youtotransferthelinetothatdepartment.Ifso,transferthelinetotheappropriatedepartmentWherecanIfindtheextensionnumber?andNOTtotheGuestServiceCenter.Pressthe“Transfer”buttonont

8、hetelephoneanddialtheroomn