資源描述:
《酒店總機(jī)服務(wù)規(guī)范用語(yǔ)》由會(huì)員上傳分享,免費(fèi)在線(xiàn)閱讀,更多相關(guān)內(nèi)容在行業(yè)資料-天天文庫(kù)。
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