酒店培训_总机工作程序（DOC30页）

Zhengzhou索菲特国际饭店Zhengzhou索菲特国际饭店Zhengzhou索菲特国际饭店Zhengzhou索菲特国际饭店OperationHours24hours营业时间工24小时SeniorTelephoneOperator9:00amto6:00pm高级接线员9:00am至6:00pmOperators接线员Morningshift早班7:00amto4:00pm7:00am至4:00pmReliefShift替补班11:00amto8:00pm11:00am至8:00pmAfternoonshift下午班4:00pmto12:00midnight4:00am至12:00pmNightshift夜班12midnightto8:00am12:00am至8:00pmSystemSIEMENS-PABX系统FIDELIO-PMSOperatorsGreeting总机问候语ExternalCall外线电话“GoodMorning/Afternoon/Evening,早上/中午/晚上好HotelSofitel…….Speaking,索菲特饭店我是。。MayIhelpyou.我可以帮你吗？InternalCall内线电话“GoodMorning/Afternoon/Evening早上/中午/晚上好Operator…….Speaking,这里是总机我是。。。MayIhelpyou?”我可以帮你吗？Responsetime应答时间3rings三声ConfidentialityofAtalltimesGuestInformation所有时间有把握地提供客人信息MessageTaking留言Ifguestisnotintheroom,toofferassistance.如果客人不在房间,要向打电话的人提供帮助.Zhengzhou索菲特国际饭店Paging呼叫Pageboardsystem.Toinformcallerpagingwilltakeabout5minutesandcourteouslyaskcallertoholdon.呼叫系统。五分钟之内通知呼叫者并且礼貌的告诉呼叫者稍等Togetbacktocallerimmediatelywhenguestresponded.Ifnot,toinformcalleroftheoutcome.当客人应答后立即通知呼叫者。如果不是，通知呼叫者结果。WakeUpCalls叫早电话Standardexpression:标准表达“Goodmorning,Mr.Brown,thisisyourwakeupcallat7am.“早上好，布朗先生，这是你的7点钟的叫早电话“Haveaniceday.”“祝你今天愉快。“1stcallattheexacttime.第一次打电话的时间为准确时间。2ndcallisaremindercallgiven5minuteslater在五分钟之后打第二次电话以提醒客人。Ifnoanswer,togetbellmantogouptoroomtocheck.如果没有应答，需要行李员到房间进行检查。Ifstillnoanswer,topageforAssistantManager.如果仍没有回答要通知大堂经理。Caller’sExperience呼叫者的感受Impressedwiththeefficientandcourteousservicesgiven.得到高效礼貌的服务。Zhengzhou索菲特国际饭店Zhengzhou索菲特国际饭店电话和你Receptionandtelephoneproceduresplayaveryimportantpartincreatingtheimageofourorganisation.TherightimageoftheCompanyiscreatedonlybythehigheststandardsofcourtesyandefficiency.Thesewillbeachievedbyadherencetotheproceduresinthesameway,thiswillensurethecreationofanimagewhichreflectsthestyleandefficiencyofourorganisation.接待和电话程序正成为树立企业形象的重要部分。只有在高标准的礼貌和效率下才能建立好的公司形象.Threekeypointstoenhanceimage:树立形象的三个要点Thereceptionpoint/switchboardmustbemannedatalltimes.Reliefstaffshouldbeproperlytrainedbeforetheyarescheduled.接待/总机始终保持专业表现。替班员工上岗前必须要经过培训。Thereceptionpointshouldbeattractive.Itmaybesimplyfurnishedandmustbeclean.Floralarrangementwillmakeanenormousimprovement.接待处要有吸引力。它可以有简单的设备并且干净。摆放鲜花会有很大的改观。Lastly,thebestimagecreatedbypleasant,friendlyandefficientactiononthestaff.最后，建立最好的形象的方法是靠员工的热情，友好和高效的工作行为。Zhengzhou索菲特国际饭店电话技巧Goodtechniquespavethewayforeffectivecommunicationbetweenourcallersandbetweenourselvesandthosewhoreceiveourcalls.电话技巧是我们同打电话人之间以及我们自己同接听我们电话的人之间有效沟通的铺垫。Techniquessavetimeandbother,andhelpustoachievetheaimbehindthetelephonecall.电话技巧可以节省时间和免受干扰并且可以帮助我们达到目标。Badtechniquescauseirritation,losebusinessandmakeforapoorshow.没有技巧会引起麻烦，失去生意和造成坏印象。Researchhasprovedthatfrequentuseofthetelephoneisnoguaranteethatcourtesiesandtechniquesimprovewithpractice!Badusersofthetelephoneareamongthosewhofrequentlyusethetelephone.Whatcanleadtoimprovementisacriticallookathowwegoaboutourbusinessonthetelephone.研究证实用实践提高礼貌和技巧是熟练运用电话的关键。没有电话技巧的人常在经常使用电话的人之中。提高技巧的关键是看我们怎样在电话中商谈事务。Zhengzhou索菲特国际饭店EssentialsofTelephoneCourtesies必要的电话礼节ThetelephonebringsouttheBEST,sometimestheWORSTinpeople.ThisincludesYOU!电话可以给人们造成好的，有时是坏的印象。这也包括你。Whenyouspeakonthetelephone,youarethevoiceofyourcompany.Puta“smile”intoyourvoice.当你接电话时，你的声音代表你的公司。将微笑带入你的声音。Thecompanyisjudgedbyit’scourteousandefficientservice,qualityofit’sproducts.Itboilsdowntogoodrelationsbetweencallersandreceivers–i.e.betweenpeople.Andthat’swhatcounts.对公司的评判是通过他的礼貌周到的服务和产品的质量。归结于打电话人和接听者之间的良好关系。ItisfareasiertobecourteousforfewminutesonthetelephonebyanysingleemployeeofthecompanyatanylevelandthuswinagoodimagefortheCompany,thanitisforlesspersonalizedcampaigntowinagoodimagethroughadvertisingandPRventures.对任何一个公司的员工来讲在电话中保持几分钟的礼节非常容易，这样做为公司赢得的良好形象，胜过通过广告和公关活动赢得的公司形象。Thetelephonecallisreallysimilartoapersonalvisit.Giveeachtelephonecallyoureceive,thesameattentionthatyouwouldfacewhenreceivingavisitor.Neverbelievethatyoucangetawaywithbadmannersjustbecauseyoucannotbeseen.电话拜访同个人拜访相近。当你接听每一个电话时给他们同样的关注就象你同拜访者面对面一样。永远不要相信因为看不见你,你就可以没有礼貌。Zhengzhou索菲特国际饭店电话礼貌Example:例如Trytoanswerpromptly:尽可能快地回答问题:Withinabouttworings在二声内应答。Iflonger,say如果等候的时间长－－要说“Sorrytohavekeptyouwaiting”对不起让你久等.Or或者“Thankyouforwaiting”多谢你久等.Speakclearlyinanormalvoice用正常清晰的声音说话.Youdonothavetoshout.不要大声叫嚷.Speakwithapleasanttone–Puta“smile”inyourvoice用让人愉快的语调-----将微笑带入你的声音.Nomatterhowannoyed,irritated,harassedorinterruptedyouareDON’TDISCLOSEIT无论你多生气,恼怒,,被打扰,你都不能表现出来.Greetthecallerwithacheerful愉快地问候客人“GoodMorning,GoodAfternoonorGoodEvening””早上好/下午好/晚上好“Thenimmediatelyidentifyyourself,yourorganizationoryoursection/department然后表明你的身份，你的机构，部门或者你的岗位。E.g.“GoodMorning,HotelSofitel”例如“早上好,这里是索菲特饭店”Or或者“GoodMorning,Reception,Susanspeaking”“早上好,这里是接待处,我是苏珊”Or或者“GoodMorning,Mr.Tan’soffice,Janespeaking”“早上好,这里是谭先生的办公室,我是琼”Zhengzhou索菲特国际饭店沟通技巧REMEMBER!EveryonewhoanswersthetelephoneISaSalesperson.牢记！每一个接听电话的人都是销售人员。Voice:声音YourvoicenotonlytellsthecallerwhoyouareBUTalsoyourcompanySO:你的声音不仅是告诉打电话的人你是谁而且表明你的公司是这样的。PutaSMILEinyourvoice让你的声音带有微笑。Makesureitisnottoolo