【正文】 如果姓名不常見，應(yīng)確定拼寫和發(fā)音 When: Right after finding out the booking is not for the caller, at the beginning of the conversation. 時間：已知來電者不是為自己做預(yù)定之際、交談開始之初。例如：在提供幫助后立刻就問。 The call is handled within 1 transfer maximum 來電最多只能轉(zhuǎn)接一次 What: How many persons does the caller have to speak to in order to make a reservation. 內(nèi)容：來電者要跟多少人通話方能做預(yù)定 When: After the transfer from the operator to a reservation agent, the line should not be transferred again. 時間：總機接線員將電話轉(zhuǎn)到預(yù)定部后，電話不應(yīng)再次轉(zhuǎn)接。 最后提供幫助的問詢則給予來電者進(jìn)行交談的機會，它顯示出提供幫助的坦誠性及意愿。 Reservation sales agent offered greeting 預(yù)定員的問候 What: Offers the appropriate greeting according to the time of day 內(nèi)容：根據(jù)每天的時間給出恰當(dāng)?shù)膯柡? How: Greeting must include a salutation (Good Morning/Afternoon/Evening), the name of department (. Reservations), the reservation sales agent‘s name and offer of assistance. All elements must be present in the greeting. 方法：問候須包括打招呼（早上好 /下午好 /晚上好），部門名稱（例：預(yù)定部），預(yù)定員的名字和提供的幫助。 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。提及飯店的名稱可使客人確信電話打到了正確的飯店。 Reservation 預(yù)定 GREETING 問候 Phone answered within 3 rings 電話鈴響 3聲內(nèi)須有應(yīng)答 What: Number of rings before the ining call is answered 內(nèi)容：來電應(yīng)答前的鈴 響次 數(shù) How: Ining call to be answered within 3 rings by the switchboard operator or answering machine. 方法： 來電須在鈴響 3聲內(nèi)由總機接起或有自動機器的應(yīng)答聲 When: From the time the caller is connected to the hotel telephone exchange. 時間：從來電者的電話接通酒店總機起 Why: Waiting time on the telephone forms part of the customer‘s first impression of the hotel 原因：電話的等候時間是顧客對酒店第一印象的組成部分 Exceptions: None. 例外：無 Switchboard operator offered greeting 總機接線員的問候 What: Offers the appropriate greeting according to the time of day 內(nèi)容：根據(jù)每天的時間給出恰當(dāng)?shù)膯柡? How: Greeting must include a salutation (Good Morning/Afternoon/Evening), the hotel name amp。提供本人名字給人以親切感。 Phone answered within 3 rings by reservation sales agent 電話鈴響 3 聲內(nèi)預(yù)定員須有應(yīng)答 What: Number of rings before the reservation sales agent answers the telephone. 內(nèi)容：預(yù)定員回應(yīng)來電前的鈴聲數(shù)量 How: Ining call to be answered within 3 rings by the reservations sales agent. 方法：來電須在鈴響 3聲內(nèi)有預(yù)定員的應(yīng)答聲 When: After call is transferred to the reservations department. 時間：在來電轉(zhuǎn)到預(yù)定部之際 Why: Waiting time on the telephone forms part of the customer‘s first impression of the reservation department 原因：來電的等候時間是顧客對預(yù)定部第一印象的組成部分 Exceptions: Will not apply if the staff member who answered the main telephone line also takes the booking. If the caller has to listen to a recording before speaking to the reservation agent, this should not last more than 20 seconds. The agent has to answer the phone within 20 seconds of music – equivalent to 3 rings. 例外： 如果總機接線生同時也負(fù)責(zé)預(yù)定，則此條不適用?；疽c為問候須用現(xiàn)在時 Example of greeting: 問候舉例： ―Good Morning, Reservations, Lisa Speaking‖ 早上好，預(yù)定，我是莉薩 Examples to offer assistance 提供幫助的事例： ―How may I help you?‖ “請問有什么我能幫到您的嗎？” ―How can I assist you?‖ “請問有什么我可以協(xié)助您做的？” ―What can I do for you today?‖ “今天我能為您做什么呢？” Once the question is asked they listen attentively to what the customer is saying 一旦問完，預(yù)定員隨即專心聆聽顧客 When: At the beginning of the call – the reservation sales agent should be the first to speak. 時間：開始通話之際 預(yù)定員須首先說話 Confidential Page 3 March 2020 Why: The greeting is the first step in building rapport with the caller. Mentioning the hotel department reassures the customer they have been transferred to the correct hotel department. Offering a name gives a personal touch. The last question offering to assist gives the caller the opportunity to open the conversation. This question displays an openness and willingness to help. 原因： 問候是與來電者建立和諧關(guān)系的第一步 。 Exceptions: Will not apply if the staff member who answered the main telephone line also takes the booking and has already greeted the caller. If the call is made in English but the hotel greeting is in local language, the caller should at minimum clearly identify the hotel name. If the hotel name cannot be identified than this criterion will be scored NO. 例外： 如果員工既做接線生同時也做預(yù)定員，因已問候過來電者，則此條不適用。 Why: In order for the caller to know he is speaking to the right person and to be confident about his booking and the professionalism of the reservation department. 原因： 以 使來電者知道 他正跟正確的人通話并對預(yù)定有信心、同時感受預(yù)定部的專業(yè)性。 Confidential Page 4 March 2020 Why: To allow the reservation sales agent to quickly personalise the conversation, by addressing the customer by his or her name. Assists in establishing a rapport with the customer. To identify the person making the booking. 原因： 稱呼顧客的姓名可使預(yù)定員快速地進(jìn)行個性化的交談，有助于與顧客建立和諧的關(guān)系。 Why: To make sure the correct name of guest is entered on the reservation system. 原因：確保輸入預(yù)定系統(tǒng)的客人姓名的準(zhǔn)確性。 Exceptions: None 例外：無 Identified arrival and departure dates 確定 抵達(dá)和離開日期 What: To identify when the customer is planning to stay at the hotel. 內(nèi)容：確定顧客計劃何時入住酒店 How: Reservation sales agent requests the checkin and checkout dates (examples) 方法：預(yù)定員須問顧客 抵達(dá)和離開日期（舉例） ―May I ask what date were you planning to arrive at the hotel?…. “請問您計劃來店的日期？” …. What would be your departure date?‖ “請問您離店的日期會是幾號呢？” ―What dates do you have in mind?‖ “您大致預(yù)計是幾號呢？” ―How many nights would you like to stay?‖ “請問您會住幾天？” If the customer has already stated their dates, paraphrase the dates and confirm the number of nights back to them. 如顧客已告訴了日期，重述日期并將入住天數(shù)跟顧客再證實 When: Early in the call, as soon as the guest enquires about staying at the hotel 時間：通話過程的早期，一旦客人詢及入住酒店事宜，馬上就問。如：放入等候名單或建議到附近其他雅高酒店入住。 (即：加床費，兒童條例 ) Exceptions: Not applicable if the guest is travelling alone. 例外： 不適用單獨旅行的客人。 Exceptions: None 例外：無 Confidential Page 8 March 2020 Identified purpose for travel (business, leisure) 確定旅游的目的（商務(wù)，休閑） What: Ask the customer‘s purpose for travel 內(nèi)容：詢問顧客旅游的目的 How: Reservation sales agent requests (examples): 方法：預(yù)定員問訊客人的例子： ―May I ask if you are travellin