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1、Reservation預(yù)定1.0GREETING問候1.1Phoneansweredwithin3rings電話鈴響3聲內(nèi)須有應(yīng)答What:Numberofringsbeforetheincomingcallisanswered內(nèi)容：來電應(yīng)答前的鈴響次數(shù)How:Incomingcalltobeansweredwithin3ringsbytheswitchboardoperatororansweringmachine.方法：來電須在鈴響3聲內(nèi)由總機(jī)接起或有自動(dòng)機(jī)器的應(yīng)答聲When:Fromthetimethecallerisconnectedtotheho
2、teltelephoneexchange.時(shí)間：從來電者的電話接通酒店總機(jī)起Why:Waitingtimeonthetelephoneformspartofthecustomer’sfirstimpressionofthehotel原因：電話的等候時(shí)間是顧客對酒店第一印象的組成部分Exceptions:None.例外：無1.2Switchboardoperatorofferedgreeting總機(jī)接線員的問候What:Offerstheappropriategreetingaccordingtothetimeofday內(nèi)容：根據(jù)每天的時(shí)間給出恰當(dāng)?shù)膯柡騂
3、ow:Greetingmustincludeasalutation(GoodMorning/Afternoon/Evening),thehotelname&theoperator’snameandofferofassistance.Allelementsmustbepresentinthegreeting.方法：問候須包括打招呼（早上好/下午好/晚上好），酒店名稱，接線員的名字和提供的幫助?；疽c(diǎn)為問候須用現(xiàn)在時(shí)Exampleofgreeting:問候舉例：“GoodMorning,SofitelY,JohnSpeaking”早上好，索菲特Y，我是約翰
4、Examplestoofferassistance提供幫助的例子：“HowmayIhelpyou?”“請問有什么我能幫到您的嗎？”“HowcanIdirectyourcall?”“請問我能幫您轉(zhuǎn)去哪里？”When:Atthebeginningofthecall–theswitchboardoperatorshouldbethefirsttospeak.時(shí)間：通話開始之際----總機(jī)接線員須先應(yīng)答Why:Thegreetingsetsthetoneforthecall.Mentioningthehotelnamereassurestheguesttheyh
5、avecalledthecorrecthotel.Offeringanamegivesapersonaltouch.ConfidentialPage33March2005原因：問候確定通話的基調(diào)。提及飯店的名稱可使客人確信電話打到了正確的飯店。提供本人名字給人以親切感。Exceptions:WillnotapplyifhotelhasanautomaticmenuoptiontoconnecttoReservationuponthecallbeinganswered.IfthecallismadeinEnglishbutthehotelgreetingi
6、sinlocallanguage,thecallershouldatminimumclearlyidentifythehotelname.IfthehotelnamecannotbeidentifiedthanthiscriterionwillbescoredNO.例外：此條不適用于擁有自動(dòng)連接預(yù)定應(yīng)答體系的酒店。如果來電為英語，但酒店的問候?yàn)楫?dāng)?shù)卣Z言的，應(yīng)最低限度地保證來電者清楚酒店的名稱。如果酒店的名稱無法讓人明白，那么這條標(biāo)準(zhǔn)的得分為零。1.1Phoneansweredwithin3ringsbyreservationsalesagent電話鈴響3
7、聲內(nèi)預(yù)定員須有應(yīng)答What:Numberofringsbeforethereservationsalesagentanswersthetelephone.內(nèi)容：預(yù)定員回應(yīng)來電前的鈴聲數(shù)量How:Incomingcalltobeansweredwithin3ringsbythereservationssalesagent.方法：來電須在鈴響3聲內(nèi)有預(yù)定員的應(yīng)答聲When:Aftercallistransferredtothereservationsdepartment.時(shí)間：在來電轉(zhuǎn)到預(yù)定部之際Why:Waitingtimeonthetelephonefo
8、rmspartofthecustomer’sfirstimpressionoft
