酒店管理会所 索菲特酒店预定操作流程.pdf

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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:Fromthetimethecallerisconnectedtothehoteltelephoneexchang

2、e.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How:Greetingmustincludeasalutation(Good

3、Morning/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Examplestoofferassistance提供帮助的例子：“HowmayIhelpyou?”“请问有什么我

4、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.Mentioningthehotelnamereassurestheguesttheyhavecalledthecorrecthotel.Offeringanamegivesapersonaltouch.原因：问候确定通话的基调。提及饭店的

5、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.IfthecallismadeinEnglishbutthehotelgreetingisinlocallanguage,thecallershouldatminimumclearlyidentifythehotelname.Ifthehotelnamecannotbeidentifiedthanthiscriterionwill

6、bescoredNO.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。1.3Phoneansweredwithin3ringsbyreservationsalesagent电话铃响3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:Incomingcalltobeansweredwithin3ringsbytheres

7、ervationssalesagent.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:Waitingtimeonthetelephoneformspartofthecustomer’sfirstimpressionofthereservationdepartment原因：来