索菲特酒店预定操作流程

Reservation 预定

1.0 GREETING 问候

1.1Phone answered within 3 rings 电话铃响3声内须有应答

What: Number of rings before the incoming call is answered

内容：来电应答前的铃响次数

How: Incoming call to be answered within 3 rings by the switchboard operator or answering machine.

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: From the time the caller is connected to the hotel telephone exchange.

时间：从来电者的电话接通酒店总机起

Why:Waiting time on the telephone forms part of the customer’s first impression of the hotel

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

1.2Switchboard operator offered greeting 总机接线员的问候

What: Offers the appropriate greeting according to the time of day

内容：根据每天的时间给出恰当的问候

How:Greeting must include a salutation (Good Morning/Afternoon/Evening), the hotel name & the operator’s name and offer of assistance. All elements must be present in the greeting.

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

Example of greeting:

问候举例：

“Good Morning, Sofitel Y, John Speaking”

早上好，索菲特 Y，我是约翰

Examples to offer assistance

提供帮助的例子：

“How may I help you?”

“请问有什么我能帮到您的吗？”

“How can I direct your call?”

“请问我能帮您转去哪里？”

When: At the beginning of the call – the switchboard operator should be the first to speak.

时间：通话开始之际---- 总机接线员须先应答

Why: The greeting sets the tone for the call. Mentioning the hotel name reassures the guest they have called the correct hotel. Offering a name gives a personal touch.

原因：问候确定通话的基调。提及饭店的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:Will not apply if hotel has an automatic menu option to connect to Reservation upon the call being answered. If the call is made in English but the hotel greeting is in local language, the caller should at minimum clearly identify the hotel name. If the hotel name cannot be identified than this criterion will be scored NO.

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。

1.3Phone answered within 3 rings by reservation sales agent

电话铃响3声内预定员须有应答

What: Number of rings before the reservation sales agent answers the telephone.

内容：预定员回应来电前的铃声数量

How: Incoming call to be answered within 3 rings by the reservations sales agent.

方法：来电须在铃响3声内有预定员的应答声

When: After call is transferred to the reservations department.

时间：在来电转到预定部之际

Why:Waiting time on the telephone forms part of the customer’s first impression of t he reservation department

原因：来电的等候时间是顾客对预定部第一印象的组成部分

Exceptions: Will not apply if the staff member who answered the main telephone line also takes the booking. If the caller has to listen to a recording before speaking to the reservation agent, this should not last more than 20 seconds. The agent has to answer the phone within 20 seconds of music – equivalent to 3 rings.

例外：如果总机接线生同时也负责预定，则此条不适用。如果来电者在与预定部通话前须听等候音乐，不应该持续超过 20 秒。预定员必须在 20 秒音乐内—即相当于电话铃响3声内应答。

1.4Reservation sales agent offered greeting预定员的问候

Wha t: Offers the appropriate greeting according to the time of day

内容：根据每天的时间给出恰当的问候

How:Greeting must include a salutation (Good Morning/Afternoon/Evening), the name of department (e.g. Reservations), the reservation sales agent’s name and offer of assi stance. All elements must be present in the greeting. 方法：问候须包括打招呼（早上好/下午好/晚上好），部门名称（例：预定部），预定员的名字和提供的帮助。基本要点为问候须用现在时

Example of greeting: 问候举例：

“Good Morning, Reservations, Lisa Speaking”

早上好，预定，我是莉萨

Examples to offer assistance 提供帮助的事例：

“How may I help you?”

“请问有什么我能帮到您的吗？”

“How can I assist you?”

“请问有什么我可以协助您做的？”

“What can I do for you today?”

“今天我能为您做什么呢？”

Once the question is asked they listen attentively to what the customer is saying

一旦问完，预定员随即专心聆听顾客

When: At the beginning of the call – the reservation sales agent should be the first to speak.

时间：开始通话之际---- 预定员须首先说话

Why: The greeting is the first step in building rapport with the caller. Mentioning the hotel department reassures the customer they have been transferred to the correct hotel department. Offering a name gives a personal touch. The last question offering to assist gives the caller the opportunity to open the conversation. This question displays an openness and willingness to help.