酒店培训--总机工作程序

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

Zhengzhou

索菲特国际饭店

Paging 呼叫Page board system. To inform caller paging will take about 5

minutes and courteously ask caller to hold on.

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

To get back to caller immediately when guest responded. If

not, to inform caller of the outcome.

当客人应答后立即通知呼叫者。如果不是，通知呼叫者结果。Wake Up Calls 叫早电话 Standard expression:

标准表达

―Good morning, Mr. Brown, this is your wake up call at 7am.

“早上好，布朗先生，这是你的7点钟的叫早电话

―Have a nice day.”

“祝你今天愉快。“

1st call at the exact time.

第一次打电话的时间为准确时间。

2nd call is a reminder call given 5 minutes later

在五分钟之后打第二次电话以提醒客人。

If no answer, to get bellman to go up to room to check.

如果没有应答，需要行李员到房间进行检查。

If still no answer, to page for Assistant Manager.

如果仍没有回答要通知大堂经理。

Caller‘s Experience呼叫者的感受Impressed with the efficient and courteous services given.

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

Zhengzhou

索菲特国际饭店

Zhengzhou

索菲特国际饭店

Zhengzhou

索菲特国际饭店

Example:例如

Try to answer promptly:

尽可能快地回答问题:

Within about two rings

在二声内应答。

If longer, say

如果等候的时间长－－要说

―Sorry to have kept you waiting‖

对不起让你久等.

Or或者

―Thank you for w aiting‖

多谢你久等.

Speak clearly in a normal voice

用正常清晰的声音说话.

You do not have to shout.

不要大声叫嚷.

Speak with a pleasant tone –Put a ―smile‖ in your voice

用让人愉快的语调-----将微笑带入你的声音.

No matter how annoyed, irritated, harassed or interrupted you are

DON‘T DISCLOSE IT

无论你多生气,恼怒,,被打扰,你都不能表现出来.

Greet the caller with a cheerful愉快地问候客人

―Good Morning, Good Afternoon or Good Evening‖

”早上好/下午好/晚上好“

Then immediately identify yourself, your organization or your section/department 然后表明你的身份，你的机构，部门或者你的岗位。

E.g. ―Good Morning, Hotel Sofitel‖

例如―早上好,这里是索菲特饭店‖

Or或者

―Good Morning, Reception, Susan speaking‖

―早上好,这里是接待处,我是苏珊‖

Or或者

―Good Morning, Mr. Tan‘s office, Jane speaking‖

―早上好,这里是谭先生的办公室,我是琼‖

Zhengzhou

索菲特国际饭店

Zhengzhou

索菲特国际饭店

That’s good那太好了

Most definitely 很精确

Let the caller know what you are going to do.让打电话的人知道你将要作什么。 Control The Call控制电话

Use open questions.运用公开问题的方法。

If you HAVE to interrogate a caller give a reason for doing do.

如果你不得不询问打电话的人给他你这样做的理由。

Be prepared to help.准备好去帮助别人。