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1、接听电话标准 StandardTelephonePhrase金沙大酒店Kingsahotel酒店话务员接进电话HotelTelephoneOperatorIn-comingcalls店内客人/内线电话In-housecalls/InternalCalls早上好,XX谢谢您的来电,我是话务员XXX,请问有什么可以帮您.Goodmorning/Afternoon/Evening.ThankyouforcallingTelephoneOperator.XXXspeaking.HowmayIhelpyou.
2、转接电话Whentransferringcalls请稍等,我现在为您转接.Onemomentplease,Iwillputyouthrough.问讯电话Whenpeopleaskforinformation当然可以,先生/女士(回答客人问讯)Certainly,Sir/Madam(Givetherequestedinformation)Certainly,Mr./Ms…..(Givetheinformation)–in-houseguest.当您需要回复客人时Whenyouneedtocallagu
3、estback我能稍后给您回复吗….MayIcallyoubackinXXminutes…..(Statetime)当您询问客人的姓名拼写时Whenyouneedtohavethecallerspell his/hername请问您的名字是怎样拼写?Howdoyouspellthesurname?当您请客人稍候时Whenyouneedtoputsomeoneonhold先生/女士…请您稍等或者我稍后给您回复好吗…(给客人解释为什么需要他等候,)…(当把电话接过来时,)感谢客人的等候Mr./Ms…..
4、WouldyoumindholdingforamomentormayIcallyoubackin….(statetime)?(Explainwhyyouneedtoputthecalleronholdandwaitforconfirmation)…..(andwhenyoucomeback)….ThankyouforholdingMr./Ms当您无法为客人提供确定信息时Whenyouneedtogiveinformationnotreadilyavailable我会立刻为您查询,我稍后给您回复好吗?
5、IwillfindoutforyouandmayIcallyoubackin….(statetime),please?当客人向您致谢时Whensomeonethanksyou不用客气,先生/女士.我很荣兴为您服务……我很乐意为您效劳.You’rewelcomeMr./Ms……Sir/Madam.It’smypleasureI’mgladtobeofassistance.当您接到投诉电话时Whenhandlingacomplaintcall先生/女士，我非常报歉，我让客户关系经理立刻给您回复好吗？Ia
6、mterriblysorrytohearthat.CouldIhaveourGuestRelationManagercallyoubackrightaway?Mr./Ms.NewYearStandardTelephonePhrase新年电话问候语标准AttachedpleasefindtheaboveNewYearStandardTelephonePhraseforyouraction.TheDetailsareasbelow:以下是新年期间的电话问候语，请参阅。NewYearStandardTel
7、ephonePhrase2005新年期间电话问候语From01January2005,Tuesdayat00:00hrsto2January2005,Wednesdayat24:00hrs2005年1月1日（星期二）凌晨0点至2005年1月2日（星期三）子夜24点OthersDepartment其他部门InternalCalls其他部门内部电话HappyNewYear，Thankyouforcalling(NameofDepartment部门名称）XXSpeaking(yourname),Howma
8、yIhelpyou?新年好，XX部，Reservation预订部Outsidecall预订部接入电话HappyNewYear，ThankyouforcallingSmile&NaturalInternationalHotel,HowmayIhelpyou?新年好，九江远洲国际大酒店.Reservation预订部InternalCalls预订部内部电话HappyNewYear，ThankyouforcallingRESERVATIONS.XXSpeaking(yourn
