【正文】 Procedure 步驟13. Note the guest’s room number and name who wished to screen the calls.記錄下需要作“電話過濾”服務(wù)的客人姓名和房號。9. If asked by outside callers, deny knowledge of guest by saying that we do not have any inhouse (or reservation) by this name as the following phrase “I am sorry, we do not have a listing under that name, thank you for calling.”如果有人從店外電話詢問客人的信息，應(yīng)用以下的語氣告訴來電者：“非常抱歉，但我們確實找不到您所說的客人資料，感謝您的來電”10. Set up the Confidential via the switchboard.通過交換機設(shè)置“請求保密”狀態(tài)。5. Mark with “D” next to the guest name in LANmark system.在電腦系統(tǒng)上，客人姓名后面標(biāo)上“D”6. Write the details of the DND on the notice board and logbook.在交班本和白板上記錄細節(jié)。在“請勿打擾”狀態(tài)下，應(yīng)為客人做留言。 messages are not allowed to be kept at the concierge desk or GSC more than 5 minutes 當(dāng)行李生送傳真時，需填寫名字和準(zhǔn)確時間在禮賓部傳真登記本中。禮賓部需讓取件人于傳真登記表上簽收名字，時間和日期。 message received must double check to make sure we do not send them to the wrong department. 在收到所有的傳真和留言后，都需反復(fù)核對，確保不要誤送錯房間。b) Keep the fax for a week in case the guest e back and ask for it.傳真將會被保留一周以便領(lǐng)取。2) Write the “there is a fax in GSC upon C/I please inform GSC” in the addition remarks.在電腦系統(tǒng)里的補充備注中輸入“there is a fax in GSC upon C/I please inform GSC”。Inhouse guest: 入住客人：1) Check the name and fill in the guest ining fax control sheet.查找客人并做登記。Guest 客人 All the fax amp。PROCEDURE 步驟1. Receive the fax 收到傳真Check the fax machine once you notice the ining fax signal.一聽到傳真信號的聲音，就須有查傳真機的反應(yīng)。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。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. 一個預(yù)訂是很重要的，它能幫助控制房間的銷售狀況，也會影響客人入住的體驗，當(dāng)服務(wù)中心的員工為客人做預(yù)訂時，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)訂一個房間Staff: “How may I address you, sir?” 員工：先生請問怎么稱呼您？Guest: “This is Steven Brown.” 客人：Staff: “Mr. Brown, are you our Priority Club member?” 員工：布萊恩先生，請問您是我們的會員嗎？Staff: “Did you stay in our hotel before? And may I have you check in and check out date.”員工：請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價.)Guest: “Check in on XXX and check out on XXX.” 客人：“入住時間是退房時間是(GSC Agent must listen carefully about checking in and checkout date. Then check room inventory ，并查看房間明細表)If no room available, 如果沒有房時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.”白金卡會員的預(yù)訂是72小時擔(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，我們將詳細記下客人的預(yù)訂資料。 white board, update it daily. 如果客人需要一個長期的叫醒，我們將記錄在交班本或白板，并且每天按客人要求的時間做好。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間，并且從話務(wù)臺顯示屏看到客人的房號和姓名：“是的，XX 先生/小姐，您的叫醒時間是 ，您的房號是 ，請問正確嗎？請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 與客人確認后，詳細地記錄在叫醒服務(wù)記錄表上。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，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 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，留言內(nèi)容包括：q Customer’s name 客人的名字q Room number 房號q Caller’s name 致電者姓名q Company 公司名稱q Telephone number and extension 電話號碼和分機q Message in full 留言內(nèi)容要完整q Indication of its urgency 緊急內(nèi)容要表明q Your name 你的姓名q Date and time of message 留言日期和時間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_____________。q 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，解釋原因和留下對方的姓氏和電話號碼，并主動致電。