【正文】 ou are listening by making “continuity noises” such as “um”, “yes”, “really”, “OK” 在聆 聽電話過程中使用“連續(xù)性的聲音”，如“嗯”、“是的”、“真的” ? Concentrate – don?t be tempted to do two things at once. Give the telephone conversation your undivided attention 集中注意力 – 不要一心二用。 ? If an ining call is not convenient, explain why and take the name and number of the caller and offer to phone back. 如果來電不方便談話，解釋原因和留下對(duì)方的姓氏和電話號(hào)碼，并主動(dòng) 致電。請(qǐng)問您是需要留言還是稍后再打 ？” 4. Ending A Call 結(jié)束電話 When you finish a call, say….…當(dāng)要結(jié)束電話時(shí)，說： “Thank you for calling, Have a nice day.” “謝謝來電，再見“ 5. Crowne Plaza Shenzhen Words To Use 經(jīng)常在電話中使用以下表達(dá) In your conversations, use words like： “Certainly” “My pleasure” “ Have a nice day” “Thank you for calling” Professional Telephone Behavior – Standards to aim for 專業(yè)電話接聽禮儀行為 – 標(biāo)準(zhǔn) When taking a message, include: 當(dāng)留言時(shí)，留言內(nèi)容包括： ? Customer?s name 客人的名字 ? Room number 房號(hào) ? Caller?s name 致電者姓名 ? Company 公司名稱 ? Telephone number and extension 電話號(hào)碼和分機(jī) ? Message in full 留言內(nèi)容要完整 ? Indication of its urgency 緊急內(nèi)容要表明 ? Your name 你的姓名 ? Date and time of message 留言日期和時(shí)間 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 13 of 53 Remark: Write clearly and ensure the message is received 字跡清晰，確保留言被收到 Ensure your action what has been agreed with the caller 確保你的行動(dòng)被來電者同意 Standard phrases to use: Sir/Madam, may I have your name, please? 先生 /小姐，請(qǐng)問您貴姓？ Mr./, may I have your message, please? ____先生 /小姐，請(qǐng)問您的留言內(nèi)容？ Mr./, may I have your contact number, please? ____先生 /小姐，請(qǐng)問您的聯(lián)系電話？ Mr./, please let me repeat your message_______, is that correct? ____先生 /小姐，我重復(fù)一下您的留言，您的留言是 _____________。 Procedures 程序 1. Preparation 準(zhǔn)備 Get ready with wake up call sheet and ball pen on the hand 準(zhǔn)備好筆和叫醒服務(wù)記錄表 2. Answering the call 接聽電話 Answer the call within 3 rings by saying: “Good evening, Guest Service Center, Sandra speaking, Mr./Mrs. XX, how may I help you?” 三聲內(nèi)接起電話：“晚上好，服務(wù)中心，我是 Sandra , XX 先生 /小姐，有什么可以幫到您 3. Listening. 傾聽 Listen attentively and do not interrupt the guest. 專心傾聽 , 不中斷客人的講話 4. Repeat 復(fù)述 a) Speak clearly to the guest for the time required, the guest name and room number which display on the screen of console. “Yes, Mr./Mrs. XX, you wish a wake up call at time for room number. Is it right? Is there anything else I can do for you?” 清晰地復(fù)述客人要求的叫醒時(shí)間，并且從話務(wù)臺(tái)顯示屏看到客人的房號(hào)和姓名：“是的， XX 先生 /小姐，您的叫醒時(shí)間是 ，您的房號(hào)是 ，請(qǐng)問正確嗎？請(qǐng)問您還有什么需要我們幫忙嗎？” b) Take down the details on the wake up call sheet after confirmed with the guest 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 16 of 53 與客人確認(rèn)后，詳細(xì)地記錄在叫醒服務(wù)記錄表上。 white board, update it daily. 如果客人需要一個(gè)長(zhǎng)期的叫醒，我們將記錄在交班本或白板，并且每天按客人要求的時(shí)間做好。 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 18 of 53 SUBJECT: MAKE A RESERVATION 電話預(yù)訂客房 Policy 政策 Actuality of reservation is very important, it can help to control room inventory, and also affect guest?s checking in experience. When GSC Agent makes a reservation for guest, the following procedure should be done. 一個(gè)預(yù)訂是很重要的，它能幫助控制房間的銷售狀況，也會(huì)影響客人入住的體驗(yàn)，當(dāng)服務(wù)中心的員工為客人做預(yù)訂時(shí)，程序如下： Procedures 程序 1. Telephone was answered within 3 rings. 三聲內(nèi)接起電話： 2. Greet guest. 問候客人 “Good morning, Crowne Plaza Shenzhen, 你好 , 深圳威尼斯皇冠假日酒店 ?” 3. Confirm checking in and checkout date. Check room inventory. 確認(rèn)入住和退房的日期，查看房間可售表 Guest: “I want to make a reservation.” 客人：我想預(yù)訂一個(gè)房間 Staff: “How may I address you, sir?” 員工：先生請(qǐng)問怎么稱呼您？ Guest: “This is Steven Brown.” 客人：我是史迪文 .布萊恩 Staff: “Mr. Brown, are you our Priority Club member?” 員工：布萊恩先生，請(qǐng)問您是我們的會(huì)員嗎？ Staff: “Did you stay in our hotel before? And may I have you check in and check out date.” 員工：請(qǐng)問您以前住過我們酒店嗎？能知道您入住的日期和離店的日期嗎？ (Ask whether guest is return guest, in order to find out which price has been offered before and also guest’s preference 詢問客人是否是回頭客，是為了方便了解客人喜歡房間的類型和以前的房?jī)r(jià) .) Guest: “Check in on XXX and check out on XXX.” 客人：“入住時(shí)間是 退房時(shí)間是 (GSC Agent must listen carefully about checking in and checkout date. Then check room inventory 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 19 of 53 ，并查看 房間明細(xì)表 ) If no room available, 如果沒有房時(shí) Staff: “Sorry, Mr. Brown hotel is fully booked on XXX. Would you like me to put your reservation in waiting list or would you like me to remend another hotel for you?” 員工：不好意思，布萊恩先生，我們酒店在 XXX 滿房，您是否愿意將您的預(yù)訂放在酒店等候名單中，或者為 您推薦其它的酒店 (Remember: PCR platinum member’s booking is 72 hours guarantee booking.”白金卡會(huì)員的預(yù)訂是72 小時(shí)擔(dān)保預(yù)訂， ) If guest would like you to put his reservation in waiting list, the reservation details should be taken down. 如果客人愿意將預(yù)訂放在等候名單中，我們將詳細(xì)記下客人的預(yù)訂資料。 Staff: “May I have your contact number, Mr. Brown?” 員工：“布萊恩先生，可以知道您的聯(lián)系方式嗎 7. Offer transportation service. 提供交通服務(wù) Staff: “By the way, Mr. Brown, would you like us to arrange pick up service for you?” 員工：布萊恩先生，順便問一下您是否需要我們?yōu)槟才沤铀头?wù)呢？ Staff: “For the transportation service, fax and credit card guarantee are required. Once we received your fax, our Concierge will contact you for arrangement.” 員工：接送服務(wù)是需要傳真和信用卡擔(dān)保的，我們收到您的傳真后， 禮賓部同事會(huì)盡快回復(fù)您。 PROCEDURE 步驟 1. Receive the fax 收到傳真 Check the fax machine once you notice the ining fax signal. 一聽到傳真信號(hào)的聲音 ， 就須有查傳真機(jī)的反應(yīng)。 Guest 客人 All the fax amp。 Inhouse guest: 入住客人 ： 1) Check the name and fill in the guest ining fax cont