【正文】 If there is no fax number: 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 24 of 54 a) write down the information on the ining control sheet “remark” with “no show or c/o” 在傳 真登記表的備注里和信封上標明“ NO SHOW OR C/O” 的字樣和確認號，并用熒光筆在傳真登記表劃上以做強調。 No show and the guest C/O:有預定但未來入住的客人或客人已離店。 For guest arrival: 將到店客人： 1) If the guest will arrive in few days, write down the information on the ining control sheet “remark” and highlight it, and fill in the fax envelope and write exact C/I date and folio no, file them by date. 如果客人將要到店，需在傳真登記表的備注里和信封上標明準確的入住日期和確認 號，并用熒光筆在傳真登記表劃上以做強調。 Control sheet item: 登記要素： 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 23 of 54 a) Date 日期 b) Time 時間 c) Room number 房號 d) Guest name 客人姓名 e) Fax number 傳真號碼 f) No. of pages 頁數(shù) g) GSC Agent 收件人 h) Inform to 被通知人 i) Inform time 通知時間 j) Bell name and taken time 行李生名字和接收時間 k) Remark 備注 2) Fill in the guest name and room number on the fax envelope with printed. Inform concierge to send the fax. If guest will c/o on day, please printed “urgent” stamp on it. And call guest room to inform guest, there is a fax ing in, and we will deliver it within 5 minutes. 在信封上填寫客人姓名和房間號碼并通知禮賓部。 If any fax whose receiver could not be identified, report to supervisor or manager to handle it. 如果傳真不容易辨別是傳給哪一個客人，需及時報告主管或經(jīng)理讓他們去處理。 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，都需反復核對，確保不要誤送錯房間。 3. Make sure review the fax carefully in case any wrong sending. 仔細閱讀并核對傳真，謹防送錯。 Count the total No. of pages. 細數(shù)傳真的頁數(shù)。 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 22 of 54 SUBJECT: FAX/MESSAGE DELIVERY PURPOSE 目的 The purpose of this procedure is to ensure that the proper steps are taken when delivery fax and message to guest or internal department. 為了更好地確?？腿四軌蚣皶r地收到傳真和留言，特設定相應地步驟去執(zhí)行。 8. Close selling. (Repeat guest’s reservation 重復客人的預訂 .) 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 RMBXXX.”員工：布萊恩先生我可以重復一個您預訂的詳細情況嗎？您將在 XXX 入住，您的威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 21 of 54 退房日期是 XXX，您定的是豪華房一張大床不吸煙的房間。 5. Make reservation in system. 在電腦系統(tǒng)里做預訂， (Double confirm the spelling of guest?s name, ensure it?s ，確保正確無誤 ) 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 20 of 54 6. Guarantee booking and obtain contact number. 擔保預訂和聯(lián)系號碼 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，我建議您擔保您的預訂，酒店在 時間住房率比較高 (Explain meaning of guarantee booking. 說明擔保預訂的含意 ) 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，您的預訂已經(jīng)擔保了，如果您在 XXX 沒能來入住，我們將在您的信用卡中收取您一晚房費，如果您要更改您的預訂請?zhí)崆?24 小時通知我們。 4. Remend room and quote price. 介紹房間和提供房價資料。并將團隊信息傳達給第二天早班員工。 9. Nightshift GSC agents need to double check the wakeup call record and the system, ensure all the wakeup call time is accurate. 夜班服務中心人員必須重新核對客人的叫醒服務記錄，確保提供準確無誤的叫醒服務給住店客人。 8. Advance and permanent wake up call request 長期叫醒服務 If a guest wishes to have a wake up call for a number of days, record in the logbook amp。 5. End of the call 結束電話 Say: “Thank you for calling, good night.” at the end of the conversation. 與客人會話后說：謝謝來電，祝您晚安！ 6． Update the time in the Console immediately for the guest 馬上 在話務臺設置客人的叫醒時間 7. Record 記錄 Transfer the wake up call details record to log book 將叫醒服務記錄表準確無誤地統(tǒng)計在叫醒總結記錄本上。通過個人叫醒服務獲得客人的滿意 。 Thank you for calling. 感謝您的來電 TEN “ MOST ABUSED” SKILLS 十項“不適當”的情況 : It’s bad 不應該 It’s good 應該 Answering ?hello? or ?____dept.?…………. . That?s all! 接電話時僅說“喂” 或“ ___部門”就完了 Always keep greeting standard 必須保持使用標準問候用語 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“我不在這個部門工作” Treat every call as your call, and take responsibility for it. 對待每個電話就向對待你的電話一樣，并對每個電話負責 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 14 of 54 It’s bad 不應該 It’s good 應該 Speaking too softly, too quickly. 聲音太細，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。請問您需要留言還是稍后再打？” 3. When The Extension Does not be Answered 當被轉接分機無人接聽時 “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)在暫時不在。 ? If you are answering a call on someone else?s behalf: 如果你正在接聽他人的電話： o Never admit you don?t know where they are 不要說出你不知道他們在哪？ o If they are not available promptly, offer to help or take a message 如果他們此時不在，主動提供幫助或留言 o Offer to call back, or suggest a time when the person is likely to be available 主動回電，或建議一個他 /她可能的接聽時間。 ? Treat every call as your call, and take responsibility for it. 對待每個電話就向對待你的電話一樣，并對每個電話負責。 集中精力進行接聽電話。 Tips and Techniques for Receiving a Telephone Call 接聽電話的要點和技巧 ? Know your telephone system, in particular: 熟悉電話接聽系統(tǒng)，尤其要注意： o Id