酒店管理会所 酒店前厅部门资料汇总.pdf

《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