酒店總機(jī)服務(wù)規(guī)范用語(yǔ)

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1、總機(jī)服務(wù)規(guī)范用語(yǔ)一接外線(xiàn)電話(huà)（ANSWEROUTSIDELINE）1招呼語(yǔ)（Greeting）Goodmorning/afternoon/eveningCSLANDRESPORT&SPASUZHOU早上好/下午好/晚上好，蘇州陽(yáng)澄湖置地大酒店2電話(huà)占線(xiàn)（Thelineisbusy）Iamsorrythelineisbusynow，Couldyoutryagainlater？（Wouldyouliketoleaveamessage）對(duì)不起電話(huà)占線(xiàn)，請(qǐng)您稍候再撥好嗎？（請(qǐng)問(wèn)您要留言嗎？）3請(qǐng)對(duì)方稍等（Waiting）Yessir/madam，wai

2、tamomentplease。好的，先生/女士，請(qǐng)您稍等。Iamsorrythelineisstillbusy，Wouldyouliketowaitanothermoment？對(duì)不起電話(huà)還在占線(xiàn)，請(qǐng)問(wèn)您還要稍等嗎？4聽(tīng)不清/線(xiàn)路不清（Unclear）Iamsorry，Icannothearyouclearly,Wheredoyouwanttocall?Pardonplease?對(duì)不起，線(xiàn)路不清，請(qǐng)您大聲一點(diǎn)好嗎？5受話(huà)者不在（Noanswer）Iamsorry，Thereisnobodyanswer。Wouldyouliketoleaveame

3、ssage？對(duì)不起，電話(huà)沒(méi)人接，請(qǐng)問(wèn)您是否需要留言？Yes，sir/madam，Iwillconnectyoutotheinformationdeskforthemessage。好的，請(qǐng)您稍等，我?guī)湍D(zhuǎn)到詢(xún)問(wèn)處好嗎？6打錯(cuò)電話(huà)（Wrongnumber）Iamsorry，Wedonothavethisnumber。DoyoucallCSLANDRESPORT&SPASUZHOU？（Wouldyoutellmewhatnumberyouarecalling）對(duì)不起，我們沒(méi)有這個(gè)號(hào)碼，請(qǐng)問(wèn)您是要蘇州陽(yáng)澄湖度假酒店嗎？（請(qǐng)問(wèn)您打的號(hào)碼是什么？）7接通電

4、話(huà)（Connecting）Mr./MsXX。Thelineisthrough。Goahead,please.XX小姐，電話(huà)接通，請(qǐng)講。8強(qiáng)插（Busyverify）Excuseme，Thisisoperator，RoomXXXX，Youhavealongdistancecall，F(xiàn)romXXXX，Wouldyouliketotakeitnow？Allright，Hangup,Please.Iamsorrytodisturbyou。對(duì)不起，打擾您一下，我是總機(jī)，XXXX房，您有一個(gè)XX長(zhǎng)途電話(huà)找您，請(qǐng)問(wèn)您是否接聽(tīng)？好的，請(qǐng)掛斷電話(huà)稍等。對(duì)不起，打

5、擾您了.9沒(méi)有外線(xiàn)（Limitedline）Iamsorry，TheExtensioncannotbeputinanyoutsideline，Thisisourhotel’sregulation.對(duì)不起，此分機(jī)沒(méi)有外線(xiàn)功能，電話(huà)不能轉(zhuǎn)進(jìn)去，這是我們酒店的規(guī)定.10留言（Message）MayIhaveyournameplease？請(qǐng)問(wèn)您貴姓？MayIhavetheguestnameplease？請(qǐng)問(wèn)您找的客人姓名？Couldyoutellmetheguestroomnumber？請(qǐng)問(wèn)客人的房間號(hào)碼是什么？Couldyoutellmeyourte

6、lephonenumber？請(qǐng)問(wèn)您的電話(huà)號(hào)碼是多少？Couldyoutellmethemessage？請(qǐng)問(wèn)您的留言是什么？MayIrepeatitforyou？我給您重復(fù)一遍好嗎？二接內(nèi)線(xiàn)電話(huà)（Answerinternalcalls）1打招呼（Greeting）Goodmorning/afternoon/evening，operator。早上好/下午好/晚上好，總機(jī)。2查詢(xún)號(hào)碼（Inquiringtelephonenumber）Yes，sir/madam，Hangup，Please。IwillcallyoubackwhenIfindoutthe

7、number。好的，先生/女士，請(qǐng)您先掛斷電話(huà)稍等，我查到后立即通知您。Iamsorrytohavekeptyouwaiting，ThetelephonenumberisXX對(duì)不起，讓您久等了，XX的電話(huà)號(hào)碼是XX3問(wèn)撥長(zhǎng)途（Inquiringlongdistancecalls）DDDcalls，pleasedial“9”first，Thendialtheareacodeandthetelephonenumber。IDDcalls，Pleasedial“9”first，thendial“00”，countrycode,citycodeandth

8、etelephonenumber.打國(guó)內(nèi)長(zhǎng)途，請(qǐng)您先撥“9”，然后撥區(qū)號(hào)和電話(huà)號(hào)碼。打國(guó)際長(zhǎng)途，請(qǐng)您先撥“9”，然后撥“00”，國(guó)家代碼，城市區(qū)號(hào)和電