資源描述：
《酒店管理會(huì)所 酒店前廳部門資料匯總.pdf》由會(huì)員上傳分享，免費(fèi)在線閱讀，更多相關(guān)內(nèi)容在工程資料-天天文庫(kù)。
1、PolicyNumberCrownePlazaCityCenterChangshaFO/GSC/002序號(hào):長(zhǎng)沙皇冠假日酒店EffectiveDateImmediately生效日期:SupersedesNo.Policy&Procedure-FrontOffice廢止號(hào):-Department(GuestServiceCenter)PreparedBy制JessicaShao前廳部制度和程序(賓客服務(wù)中心)定人:ApprovedBy批準(zhǔn)人:JimBurtonAnsweringTelephoneDis
2、tributeto發(fā)放:接聽內(nèi)外線電話AllDivision/DepartmentHeads各部門總監(jiān)及部門經(jīng)理Page1of4A:Policy政策ToestablishguidelinesforouremployeesintelephoneansweringandensurethatallguestsareprovidedwithhighqualityserviceconsistentwiththeimageofCrownePlazaservice.建立員工的電話接聽指南，向客人提供始終如一的皇冠
3、品牌服務(wù)。C:Procedure程序StandardizedTelephoneAnswering接聽標(biāo)準(zhǔn)Forexternalcalls(handlesbytelephoneoperator):外線接聽（由話務(wù)員處理時(shí)）“Goodmorning/afternoon/evening,CrownePlazaCityCenterChangsha,howmayIhelpyou?”早上好/下午好/晚上好，長(zhǎng)沙皇冠假日酒店，請(qǐng)問有什么可以幫助您？Forinternalcalls(atthedepartmentl
4、evel):內(nèi)線接聽（由各部門接聽時(shí)）“Goodmorning/afternoon/evening,XXdepartment,XXspeaking,howmayIhelpyou?”“早上好/下午好/晚上好，_____部門，我是_____，請(qǐng)問有什么可以幫助您？”Whenthelineisbusy:當(dāng)線路占線時(shí)：“Iamsorry,sir/madam,thelineisbusy.Wouldyouliketowait?”O(jiān)R“Iamsorry,sir/madam,thelineisbusy.Wouldy
5、ouliketoleaveamessage?”“很抱歉，先生/女士，線路正忙，請(qǐng)問您需要等待嗎？”或者“很抱歉，先生/女士，線路正忙，請(qǐng)問您需要留言嗎？”Whentheguestroomhasnoanswer:PP002AnsweringTelephonePolicyNumberCrownePlazaCityCenterChangshaFO/GSC/002序號(hào):長(zhǎng)沙皇冠假日酒店EffectiveDateImmediately生效日期:SupersedesNo.Policy&Procedure-Fro
6、ntOffice廢止號(hào):-Department(GuestServiceCenter)PreparedBy制JessicaShao前廳部制度和程序(賓客服務(wù)中心)定人:ApprovedBy批準(zhǔn)人:JimBurtonAnsweringTelephoneDistributeto發(fā)放:接聽內(nèi)外線電話AllDivision/DepartmentHeads各部門總監(jiān)及部門經(jīng)理Page2of4當(dāng)客房電話無(wú)人接聽時(shí)：“Iamsorry,sir/madam,thereisnoanswer.Wouldyouliket
7、oleaveamessageorcallbacklater?”“對(duì)不起，先生/女士，電話無(wú)人接聽，請(qǐng)問您是需要留言還是稍候打來？”Whenthepersonbeingcalledisnotavailable:當(dāng)受話人不在時(shí)：“Iamsorry,sir/madam,(nameoftheperson)isnotavailableatthemoment.Wouldyouliketoleaveamessageorcananybodyelsehelpyou?”“對(duì)不起，先生/女士，（受話人姓名）現(xiàn)在不在，請(qǐng)問
8、您需要留言還是請(qǐng)其他人接聽電話呢？”1.Allcallsaretobeansweredpromptlywithinthreerings.所有電話應(yīng)在鈴響三聲內(nèi)接聽。2.Alwaysuseda“SmileInYourVoice”.Thetoneofyourvoiceshouldbeclear,gentleandinanaturalvoice.接聽電話時(shí)，始終保持微笑，語(yǔ)音清晰、柔和、自然。3.Wheneverpossibleusetheguest’snameduring
