【正文】 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?nèi)ヌ幚怼?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)。 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 22 of 53 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(shè)定相應(yīng)地步驟去執(zhí)行。 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)一個您預(yù)訂的詳細情況嗎？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。 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. 擔保預(yù)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(yù)訂，酒店在 時間住房率比較高 (Explain meaning of guarantee booking. 說明擔保預(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(yù)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(wù)中心人員必須重新核對客人的叫醒服務(wù)記錄，確保提供準確無誤的叫醒服務(wù)給住店客人。 8. Advance and permanent wake up call request 長期叫醒服務(wù) If a guest wishes to have a wake up call for a number of days, record in the logbook amp。 5. End of the call 結(jié)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(wù)臺設(shè)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(wù)記錄表準確無誤地統(tǒng)計在叫醒總結(jié)記錄本上。通過個人叫醒服務(wù)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(yīng)該 It’s good 應(yīng)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?qū)Υ愕碾娫捯粯?，并對每個電話負責 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，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(zhuǎn)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?qū)Υ愕碾娫捯粯?，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 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：一聲長鈴音 o How to put the caller on hold 怎樣使來電者等待 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，報上你所 在部門 / 公司名稱，你的姓名。 ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention. ? Enforces rules and regulations set up for the department. ? Reports unusual occurrences to GSC supervisor timely. ? Provide services and information to guest that is the most accurate and up to date possible, and is d