XXX酒店STANDARDOPERATINGPROCEDURESTANDARDOPERATINGPROCEDURE标准工作程序标准工作程序TELEPHONEMANNER/COURTESY电话礼貌礼仪ANSWERALLCALLSQUICKLY–Thisistoletthecallerknowthatyouandyourhoteliseagertoservehim.Anunansweredtelephonecanmeannobusinessorloss.及时接听所有电话—这表明酒店及酒店员工非常乐意为他服务。一个没有人接的电话意味着酒店没有生意或丢失生意。Telephonesshouldbeansweredinawarmandfriendlymannerwithin3rings.Itisimportanttospeakinaclear,courteousandprofessionalvoice.所有电话应该在铃响三声内被接听，态度要热情，友善。特别注意语言和语气要清楚，礼貌，专业。NEVERSOUNDRUSHEDORIRRITATEDEVENIFITISBUSY.绝对不要显得急匆匆或不耐烦，尽管有时你很忙。IDENTIFICATION–Forinternalcalls,identifyyouroffice,yournameetc.Aftergreeting“Goodmorning/afternoon/evening”XXdepartment,XXspeaking,HowmayIhelpyou??…………通报自己---内线电话,在问候之后通报你的办公室,姓名等.“早上好/下午好/晚上好,XX部门，我是XX，有什么能帮您的？？…….”PICTURETHECALLER–Speak“to”thecaller,not“at”thetelephone.Rememberyour“please”,“thankyou”and“goodbye”.Don’tforget“MayI…”or“Wouldyou…”语气生动,礼貌---与来电者交谈而不是拿着听筒自己说话.记住这些礼貌用语:请,谢谢,再见,您等.BEHELPFUL–Alwaysoffertotakeamessageifthereisnoanswerintheroom.Obtainthecaller’sname,hiscompanyandDepartment(ifapplicable),histelephonenumberorextensionaswellasamessage.主动提供帮助---如果房间没有人,主动请来电者留言:来电者的姓名,公司名称,部门,他的电话号码或者分机,以及留言.---本文来源于网络，仅供参考，勿照抄，如有侵权请联系删除---TRANSFERTHECALL–Onlytransfercallswhenyouaresurethetransferwillbeeffective.Besuretoexplainclearlytothecaller.转接电话---当你确认转接电话会给来电者更大帮助转接电话,但要向来电者先解释清楚.LEAVINGTHELINE–Ifyouhavetobreakuptheconversation,tellthecallerwhatyouaregoingtodo,howlongyouexpectittakesandaskhimifhe/shewouldliketowait,orwouldprefertobecalledback.暂时离开---如果你必须暂时离开,告诉来电者并解释你必须离开多久,询问他是否愿意等候或待会再来电.Thankthecallerforwaitingandapologizefordelay.感谢来电并为延误道歉.CLOSINGTHECALL–Reviewdetails.Thereisnobetterwaytoterminateacallthantosay“Thankyou”,“Goodbye”.结束通话---重复细节,然后以敬语结束通话:谢谢,再见.Hangupgently.(Youmustletyourcallerhangupfirst).轻轻地挂上电话.(让来电者先挂电话)TELEPHONEGREETING电话问候标准1)GuestGreeting向客人问候Operatorsshouldconsistentlyprovideapoliteandproperstandardphraseforgreeting.Allcallersmustbegreetedwithapleasantvoice.话务员必须使用统一的礼貌,标准的问候语向客人问候,问候的语气和语调应令人愉快.Speakdirectintothemouthpiece,speakslowlyandclearly.直接对着话筒说话,说话清晰,语速适中.Speakclearlyinapoliteandpleasanttone.Don’tforgettosmile!Guestcanhearyoursmile!使用礼貌,自然,清晰的语气和语调,不要忘记保持微笑,客人能听得到你的微笑!2)Greetinganexternalguest---本文来源于网络，仅供参考，勿照抄，如有侵权请联系删除---向外线来电客人问候Greetallexternalcallsbyusingthefollowingphrase:使用以下用语向外线来电客人问候:“Goodmorning/afternoon/evening,IntercontinentalHotel.HowmayIhelpyou?”早上好/下午好/晚上好,洲际酒店，有什么可以帮您？3)Greetinganin-houseguest向住店客人的来电问候Ifacallcomesfromanin-houseguest,theguest’snamewillbedisplayedeitherontheconsoleoronthetelephone,andthefollowingphrasemustbeused:如果是住店客人来电住店客人的姓名会在机台上显示,必须使用以下用语问候:“Goodmorning/afternoon/evening,Mr./Mrs.Black.G...