【正文】 Page 4 of 4PREPARED BY:制定 APPROVED BY:審批TASK 任務(wù)VOICE MAIL 語音留言WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DONew and old messages in the guest room mail boxes are not deleted by the system. These messages can only be deleted by guest himself.系統(tǒng)中的所有語音留言不會刪除，除非客人自己刪除STANDARD OPERATING PROCEDURES 標 準 操 作 程 序OPERATOR 總機SOP CODE:SECTION:分部門DATE ISSUE:生效日 Page 1 of 2PREPARED BY:制定 APPROVED BY:審批TASK 任務(wù)GIVING OUT GUEST ROOM NUMBER AND INFORMATION 客人信息查詢WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOIf someone called in and would like to talk to a person who is registered in the hotel店外客人希望與住店客人通話If caller only provides the room number如果來電者只提供房號Whenever a caller want to know our guest information and room number 如果來電者想要得知客人的信息He should be connected to the guest room directly or be advised to leave a message.問明客人姓名，直接轉(zhuǎn)入房間或提供留言服務(wù)Operator should request for guest name from caller by saying:May I have the guest name, please.Operators must reconfirm the guests’names with Fidelio PMS at all times before connecting calls.總機員工詢問來電者客人姓名，并且通過系統(tǒng)確認是否一致，再接通電話Operator should tell the caller in a very polite way by saying:I am sorry, Sir. Disclosing guest room number and any other information of the guest is not allowed . Should I put you through to Mr. XX room or would you like to leave a message to him?For security reason and also respecting guest privacy it shows caring.安全考慮Ensure we transfer the call to the right person.確保電話轉(zhuǎn)接給正確的客人STANDARD OPERATING PROCEDURES 標 準 操 作 程 序OPERATOR 總機SOP CODE:SECTION:分部門DATE ISSUE:生效日 Page 2 of 2PREPARED BY:制定 APPROVED BY:審批TASK 任務(wù)GIVING OUT GUEST ROOM NUMBER AND INFORMATION 客人信息查詢WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DONotes 注意I will pass the message to Mr. XX. Thank you for understanding.總機員工禮貌的告知來電者，酒店不允許透露客人的信息，但可以將電話直接接通住店客人或留言給客人。并感謝來電者的理解For security reasons the room number of a registered guest must NEVER be disclosed, either over the phone or at the front desk.基于安全考慮，無論是通過電話或在前臺，客人的房號都是不允許透露的STANDARD OPERATING PROCEDURES 標 準 操 作 程 序OPERATOR 總機SOP CODE:SECTION:分部門DATE ISSUE:生效日 Page 1 of 2PREPARED BY:制定 APPROVED BY:審批TASK 任務(wù)HANDLING GUEST GENERAL INQUIRIES 處理客人一般問詢WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOAnswering接聽Listen仔細聆聽Give the information提供信息Answer the call within 3 ringsSmile 微笑Greeting 問候Identify 介紹Offer assistanceNi Hao, XX Hotel. May I help you?Ni Hao, Operator. XX speaking, May I help you?三聲振鈴接聽電話：外線：您好, XX Hotel, May I help you?內(nèi)線：您好， Operator, xx speaking, Mr. xx, May I help you?Be attentive and do not interrupt. Let the caller know that you are listening.不要打斷來電者Operator should offer the detail information to the caller as much as possible.Maintain the high standard of telephone service will create a good image of the hotel.保持高標準的服務(wù)水準給客人留下良好的印象Shows we respect our guests.尊重客人Try our best to help our guests.盡力幫助客人STANDARD OPERATING PROCEDURES 標 準 操 作 程 序OPERATOR 總機SOP CODE:SECTION:分部門DATE ISSUE:生效日 Page 2 of 2PREPARED BY:制定 APPROVED BY:審批TASK 任務(wù)HANDLING GUEST GENERAL INQUIRIES 處理客人一般問詢WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOIf there is any inquire you can not answer, transfer the call to the certain department or person如果遇到解決不了的問題，幫客人轉(zhuǎn)接到合適的部門或人Transfer the call接通電話總機員工應(yīng)提供盡可能詳細的信息給客人Let the caller aware of the name to the department or the person who will assist him by saying:Yes, Sir/Madam. I will put you to Mr XX of XX department who will assist you in your inquire, thank you for calling.讓來電者了解將會幫助他的部門名稱或人員姓名After inform the caller, transfer the call to the correct person by saying: One moment please, Mr. XX. I will put you through. Thank you for calling .確保電話轉(zhuǎn)接到正確的部門和人員Shows our high standard of service and our courtesy to the caller.體現(xiàn)我們高水準的服務(wù)STANDARD OPERATING PROCEDURES 標 準 操 作 程 序OPERATOR 總機SOP CODE:SECTION:分部門DATE ISSUE:生效日 Page 1 of 4PREPARED BY:制定 APPROVED BY:審批TASK 任務(wù)HANDLING GUEST LOCATOR REQUEST 處理客人方位留言WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOAnswering 接聽Listen仔細聆聽Repeat重復Pick up the call within 3 rings:Ni Hao, operator, XX speaking. Mr. xx, May I help you?”三聲振鈴接聽電話：您好，Operator, xx speaking, Mr. xx, May I help you?Do not interrupt the attentively by saying:Yes, Sir. or Certainly, Sir.Always have pen and paper and daily action form available. 不要打斷客人，時刻準備紙筆作記錄Speak in a warm and pleasant tone by saying:Yes, Mr. XX. of room 528. You will be at the …. Until am/pm ( or informed ). Is that right.Thank the guest after confirmed the location by saying: To create a good impression to the caller.給來電者留下良好印象To check understanding and to avoid any mistake.避免誤解和錯誤Ask guest if wants to leave contact telephone number to STANDARD OPERATING PROCEDURES 標 準 操 作 程 序 OPERATOR 總機SOP CODE:SECTION:分部門DATE ISSUE:生效日 Page 2 of 4PREPARED BY:制定 APPROVED BY:審批TASK 任務(wù)HANDLING GUEST LOCATOR REQUEST 處理客人方位留言WHAT TO DO /PROCEDURESHOW TO DO/ STA