【正文】 ng. 仔細(xì)閱讀并核對(duì)傳真，謹(jǐn)防送錯(cuò)。 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(wú)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(shuō)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(lái)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。 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。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(wú)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。 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(lái)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。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。 Yours truly, 此致 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 4 of 53 FRONT OFFICE ORGANIZATION CHART F O M前廳部經(jīng)理1A sst .F O M前廳部副經(jīng)理1A sst . M an ag e r C PC M an ag e r R e ce p t i o n M an ag e r大堂副理 行政樓層經(jīng)理 接待經(jīng)理M r . O l i v e r Z h ao M r . L e e K w an T ae M s. A n n i e C aiM r . Ste v e n W an g 1 1M s. B e t t y Z h aoM r . Jo h n so n Z h u4F D S e n i or S u pe r v i s or Se n i o r Su p e r v i so r Se n i o r Su p e r v i so r高級(jí)接待主管 禮賓部高級(jí)主管 車隊(duì)高級(jí)主管1 1 1G R O Su p e r v i so r B C Su p e r v i so r G SC Su p e r v i so r C o n ci e r g e Su p e r v i so r客戶關(guān)系主管 商務(wù)中心主管 客戶服務(wù)中心主管 禮賓部主管1 1 1 1Se n i o r G R O F D A sst . Su p e r v i so r B C A sst . Su p e r v i so r G SC A sst . Su p e r v i so r A sst . Su p e r v i so r高級(jí)客戶關(guān)系主任 接待副主管 商務(wù)中心副主管 客戶服務(wù)中心副主管 禮賓部副主管2 2 1 3 2G R O F D A g e n t B C C l e r k G SC C l e r k B e l l man amp。 ? Err on the side of being helpful – volunteer help, don?t wait to be asked. 對(duì)方需要被幫助 – 主動(dòng)幫助，不要等待被詢問。 Asking to hold on while ?I get pen, paper, etc……? 讓來(lái)電者“等一下，我拿支筆，拿張紙 …… ” Always have pen and paper on hand 紙和筆隨時(shí)準(zhǔn)備在手 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” Give the telephone conversation your undivided attention and keep telephone manner. 仔細(xì)聆聽，使用禮貌用語(yǔ) Placing the caller on hold and not checking back. 讓來(lái)電者在線上等待但沒有核實(shí)是否有結(jié)果 Keep to contact with guest on 15 seconds basis and thanks the guest for waiting 保持每隔 15 秒與客人跟進(jìn)并感謝客人等候 Language abuses. 語(yǔ)言表達(dá)不當(dāng) Use the magic words during the conversations like: Certainly, Thank you, My pleasure 在通話過程中始終使用禮貌用語(yǔ) Not keeping followup promises. 沒有對(duì)承諾進(jìn)行跟進(jìn) Always keep follow up to fulfill the guest?s needs, and ensure satisfy the guest. 始終保持跟進(jìn)，確?？腿藢?duì)我們的服務(wù)滿意 Taking inplete messages. 留言不完整 Ensure take a pletely and correct message for both internal and external guests. 確保留言內(nèi)容完整無(wú)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 15 of 53 SUBJECT: HANDLING GUEST WAKE UP CALLS 電話叫醒服務(wù) .Policy 政策 It?s the policy of our hotel to provide an efficient and accurate wakeup service for all in house guests. To achieve guest satisfaction through a personalized wake up service. 我們酒店的政策是對(duì)所有住店客人提供快捷且準(zhǔn)確的叫醒服務(wù)。 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 17 of 53 10. Group wakeup call service 團(tuán)隊(duì)叫醒 GSC agent will double confirm the group room number and wakeup call time with receptionist and night shift AM, make sure all the group rooms wakeup call are correct. Update the system room by room. Next morning shift GSC agent will be brief for the group wakeup call service. 服務(wù)中心人員將與夜班接待員及大堂經(jīng)理核實(shí)團(tuán)隊(duì)房號(hào)及叫醒時(shí)間，確保準(zhǔn)確無(wú)誤。價(jià)格是人民幣 XXX 一個(gè)晚上，每天含一個(gè)免費(fèi)早餐，不需要接車服務(wù)，您的預(yù)房確認(rèn)號(hào)碼是 XXX (Provide hotel address: Our hotel is located in Overseas Chinese Town, opposite to Window Of The World 提供酒店的地址：我們酒店的位置在華僑城，世界之窗的對(duì)面 .) 9. Thanks for the reservation. Staff: “Thank you for choosing Crowne Plaza Shenzhen, Mr. Brown.” 員工：布萊恩先生，感謝您選擇深圳威尼斯皇冠假日酒店。 Check the name print on fax should tally with the name in LANmark. 客人的名字需和 LANmark系統(tǒng)的名字一致。 2. Sort out all ining faxes and separate the faxes. 把收到的傳真分門別類。 If rooms are available, 如果有房間 Staff: “Mr. Brown, will you