【正文】 Guest 客人 All the fax amp。 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， 禮賓部同事會盡快回復(fù)您。 white board, update it daily. 如果客人需要一個(gè)長期的叫醒，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。請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 ? Caller?s name 致電者姓名 ? Company 公司名稱 ? Telephone number and extension 電話號碼和分機(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 確保你的行動被來電者同意 Standard phrases to use: Sir/Madam, may I have your name, please? 先生 /小姐，請問您貴姓？ Mr./, may I have your message, please? ____先生 /小姐，請問您的留言內(nèi)容？ Mr./, may I have your contact number, please? ____先生 /小姐，請問您的聯(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 _____________。 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 10 of 53 Standard phrases to use: 標(biāo)準(zhǔn)用語 1. Guest Service Center 客戶服務(wù)中心 : External Calls 外線電話 : Greeting +Crowne Plaza Shenzhen 您好 , 深圳威尼斯皇冠假日酒店 .: Good morning, Crowne Plaza Shenzhen 您好 , 深圳威尼斯皇冠假日酒店 Internal Calls from Rooms 來自客房的內(nèi)線電話 : Greeting +Department / Section + Name + How may I help you .: Good morning, Guest Service Center, Lucy speaking, how may I help you? 您好，客戶服務(wù)中心 Internal Calls from Departments 來自部門的內(nèi)線電話 : Greeting + Name + May I help you .: Good morning, Lucy’s speaking, How may I help you? 2. Departments 其它部門 : DID Calls 外線電話 : Greeting +Department / Section + Name + How may I help you? .: Good morning, Human Resources, Vivien speaking. How may I help you? Internal Calls 內(nèi)線電話 : Greeting + Name + How may I help you? .: Good morning, Vivien speaking. How may I help you? Professional Telephone Behavior – Standards to aim for 專業(yè)電話接聽禮儀行為 – 標(biāo)準(zhǔn) During the Call ? Use Guest?s Name at least two times 養(yǎng)成尊稱客人姓氏的習(xí)慣 In answering call and in conversations 在接聽電話或與客人對話中 : 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 11 of 53 Use the Guest’s nameit makes a BIG difference. 尊稱客人姓氏會帶來很大的益處 ? Demonstrate that you 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。我們激勵(lì)員工通過不斷的學(xué)習(xí)和培訓(xùn)，來豐富專業(yè)知識，改善服務(wù)技巧，提高勞動生產(chǎn)力，最終取得整體前廳部的成功。 I wish you a pleasant and fruitful working experience at Front Office Department. 祝愿您在這個(gè)團(tuán)隊(duì)里工作愉快，并獲得寶貴的工作經(jīng)歷。 集中精力進(jìn)行接聽電話。 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. 對待每個(gè)電話就向?qū)Υ愕碾娫捯粯?，并對每個(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。 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。 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。 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，確保不要誤送錯(cuò)房間。 3. Make sure review the fax carefully in case any wrong sendi