【正文】 Page 3 of 53 Dear team member, Firstly, a very warm wele to the Crowne Plaza Shenzhen as part of Front Office Department. Our key to success depends very much on your positive attitude, creative flair and eye to details. We are mitted to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated. 真誠歡迎您加入深圳威尼斯皇冠假日酒店，成為酒店前廳部的成員。你們積極的工作態(tài)度，創(chuàng)造性的思維及細(xì)致周到的服務(wù)，將是我們?nèi)〉贸晒Φ年P(guān)鍵因素。 Do o r g i r l D r i v e r 客戶關(guān)系主任 接待員 商務(wù)中心文員 客戶服務(wù)中心文員 行李生 amp。 Tips and Techniques for Receiving a Telephone Call 接聽電話的要點(diǎn)和技巧 ? Know your telephone system, in particular: 熟悉電話接聽系統(tǒng)，尤其要注意： o Identify the external calls and Internal calls first 首先辨別外線電話和內(nèi)線電話 ? External calls: two short rings 外線電話：兩聲短鈴音 ? Internal calls: one long ring 內(nèi)線電話：一聲長(zhǎng)鈴音 o How to put the caller on hold 怎樣使來電者等待 o How to transfer a call 怎樣轉(zhuǎn)接電話 o How to pick up other?s call by your own phone 怎樣使用自己電話接聽對(duì)方電話 ? Get anized: 有條不紊 o Have a pen and paper handy to take notes or a message 使用手頭的筆和紙記錄和留言 ? Answer the telephone promptly – within three rings 迅速回答電話 – 三聲之內(nèi)接聽 ? Start each telephone call by polite greeting, saying your department/ pany, your name. 接聽電話，首先要使用禮貌問候，報(bào)上你所 在部門 / 公司名稱，你的姓名。 ? Treat every call as your call, and take responsibility for it. 對(duì)待每個(gè)電話就向?qū)Υ愕碾娫捯粯樱?duì)每個(gè)電話負(fù)責(zé)。請(qǐng)問您需要留言還是稍后再打？” 3. When The Extension Does not be Answered 當(dāng)被轉(zhuǎn)接分機(jī)無人接聽時(shí) “Thank you for holding, I’m afraid Mr. Tan is not available right now. Would you like to leave a message or call back later?” “感謝您的等候，恐怕譚小姐現(xiàn)在暫時(shí)不在。通過個(gè)人叫醒服務(wù)獲得客人的滿意 。 8. Advance and permanent wake up call request 長(zhǎng)期叫醒服務(wù) If a guest wishes to have a wake up call for a number of days, record in the logbook amp。并將團(tuán)隊(duì)信息傳達(dá)給第二天早班員工。 5. Make reservation in system. 在電腦系統(tǒng)里做預(yù)訂， (Double confirm the spelling of guest?s name, ensure it?s ，確保正確無誤 ) 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務(wù)中心編制 Page 20 of 53 6. Guarantee booking and obtain contact number. 擔(dān)保預(yù)訂和聯(lián)系號(hào)碼 Staff: “Mr. Brown, may I have your checking in time?” 員工：布萊恩先生，可以知道您到店的時(shí)間嗎？ Staff: “Mr. Brown, may I suggest you to guarantee your booking, as hotel occupancy is high on XXX.” 員工：“布萊恩先生，我建議您擔(dān)保您的預(yù)訂，酒店在 時(shí)間住房率比較高 (Explain meaning of guarantee booking. 說明擔(dān)保預(yù)訂的含意 ) Staff: “Mr. Brown, your booking is guaranteed, if you are noshow on XXX, one night room rate will be charged to your credit card as penalty. If you would like to change your reservation, hotel should be informed 24 hours in advance.”員工：布萊恩先生，您的預(yù)訂已經(jīng)擔(dān)保了，如果您在 XXX 沒能來入住，我們將在您的信用卡中收取您一晚房費(fèi)，如果您要更改您的預(yù)訂請(qǐng)?zhí)崆?24 小時(shí)通知我們。 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務(wù)中心編制 Page 22 of 53 SUBJECT: FAX/MESSAGE DELIVERY PURPOSE 目的 The purpose of this procedure is to ensure that the proper steps are taken when delivery fax and message to guest or internal department. 為了更好地確?？腿四軌蚣皶r(shí)地收到傳真和留言，特設(shè)定相應(yīng)地步驟去執(zhí)行。 3. Make sure review the fax carefully in case any wrong sending. 仔細(xì)閱讀并核對(duì)傳真，謹(jǐn)防送錯(cuò)。 If any fax whose receiver could not be identified, report to supervisor or manager to handle it. 如果傳真不容易辨別是傳給哪一個(gè)客人，需及時(shí)報(bào)告主管或經(jīng)理讓他們?nèi)ヌ幚怼?message received must double check with the puter to make sure we do not send them to the wrong room 在收到所有的傳真和留言后，都需反復(fù)核對(duì)，確保不要誤送錯(cuò)房間。 Count the total No. of pages. 細(xì)數(shù)傳真的頁數(shù)。 8. Close selling. (Repeat guest’s reservation 重復(fù)客人的預(yù)訂 .) Staff: “Mr. Brown, may I repeat your reservation details. You will be checking in on XXX, and checking out on XXX. Nonsmoking and king bedded deluxe room for you. The price is RMBXXX per night including daily breakfast. No transportation requirement. The confirmation number is XXX 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務(wù)中心編制 Page 21 of 53 RMBXXX.”員工：布萊恩先生我可以重復(fù)一個(gè)您預(yù)訂的詳細(xì)情況嗎？您將在 XXX 入住，您的退房日期是 XXX，您定的是豪華房一張大床不吸煙的房間。 4. Remend room and quote price. 介紹房間和提供房?jī)r(jià)資料。 9. Nightshift GSC agents need to double check the wakeup call record and the system, ensure all the wakeup call time is accurate. 夜班服務(wù)中心人員必須重新核對(duì)客人的叫醒服務(wù)記錄，確保提供準(zhǔn)確無誤的叫醒服務(wù)給住店客人。 5. End of the call 結(jié)束電話 Say: “Thank you for calling, good night.” at the end of the conversation. 與客人會(huì)話后說：謝謝來電，祝您晚安！ 6． Update the time in the Console immediately for the guest 馬上 在話務(wù)臺(tái)設(shè)置客人的叫醒時(shí)間 7. Record 記錄 Transfer the wake up call details record to log book 將叫醒服務(wù)記錄表準(zhǔn)確無誤地統(tǒng)計(jì)在叫醒總結(jié)記錄本上。 Thank you for calling. 感謝您的來電 TEN “ MOST ABUSED” SKILLS 十項(xiàng)“不適當(dāng)”的情況 : It’s bad 不應(yīng)該 It’s good 應(yīng)該 Answering ?hello? or ?____dept.?…………. . That?s all! 接電話時(shí)僅說“喂” 或“ ___部門”就完了 Always keep greeting standard 必須保持使用標(biāo)準(zhǔn)問候用語 Answering ?he/she is not around?…… .That?s all!. 僅回答來電者 “她 /他不在”就完了 Suggest the caller call back later or leave a message 建議來電者稍后在致電或留言 Using excuses to avoid being helpful such as ?I don?t work in this department?. 用一些借口逃避提供幫助，如“我不在這個(gè)部門工作” Treat every call as your call, and take responsibility for it. 對(duì)待每個(gè)電話就向?qū)Υ愕碾娫捯粯?，并?duì)每個(gè)電話負(fù)責(zé) 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Guest Service Center 由客戶服務(wù)中心編制 Page 14 of 53 It’s bad 不應(yīng)該 It’s good 應(yīng)該 Speaking too softly, too quickly. 聲音太細(xì)，太軟，太弱，說得太快 The tone of your voice should be clear, soft and in a natural voice. 保持語音的甜美、清晰、溫柔并且自然。 ? If you are answering a call on someone else?s behalf: 如果你正在接聽他人的電話： o Never admit you don?t know where they are