【正文】 hould be clear, soft and in a natural voice. 保持語(yǔ)音的甜美、清晰、溫柔并且自然。 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(guò)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(guò)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)，確保客人對(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 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 15 of 54 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)。通過(guò)個(gè)人叫醒服務(wù)獲得客人的滿意 。 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(shí)間，并且從話務(wù)臺(tái)顯示屏看到客人的房號(hào)和姓名：“是的， XX 先生 /小姐，您的叫醒時(shí)間是 ，您的房號(hào)是 ，請(qǐng)問(wèn)正確嗎？請(qǐng)問(wèn)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 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 16 of 54 與客人確認(rèn)后，詳細(xì)地記錄在叫醒服務(wù)記錄表上。 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(huì)話后說(shuō)：謝謝來(lái)電，祝您晚安！ 6． Update the time in the Console immediately for the guest 馬上 在話務(wù)臺(tái)設(shè)置客人的叫醒時(shí)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(zhǔn)確無(wú)誤地統(tǒng)計(jì)在叫醒總結(jié)記錄本上。 Details as following: 細(xì)節(jié)如下： Guest room number/folio number 客人房號(hào) /確認(rèn)號(hào) Wake up call time 叫醒時(shí)間 Note: For the inhouse VIP guests, we must offer personally wake up call to them. Say: “ Good morning, Mr./Mrs. XX. This is your 6:30 morning call. Today the temperature is XXX. We wish you will have a nice day.” 備注：如果是 VIP 叫醒，我們必須提供人工叫醒服務(wù)，：“早上好， XXX 先生 /小姐，這是您 6： 30 分的叫醒服務(wù)，今天的天氣是 ，祝你一天愉快。 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。 white board, update it daily. 如果客人需要一個(gè)長(zhǎng)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(shí)間做好。 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(duì)客人的叫醒服務(wù)記錄，確保提供準(zhǔn)確無(wú)誤的叫醒服務(wù)給住店客人。 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 17 of 54 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。并將團(tuán)隊(duì)信息傳達(dá)給第二天早班員工。 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 18 of 54 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(gè)預(yù)訂是很重要的，它能幫助控制房間的銷售狀況，也會(huì)影響客人入住的體驗(yàn)，當(dāng)服務(wù)中心的員工為客人做預(yù)訂時(shí)，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(wèn)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(rèn)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(gè)房間 Staff: “How may I address you, sir?” 員工：先生請(qǐng)問(wèn)怎么稱呼您？ Guest: “This is Steven Brown.” 客人：我是史迪文 .布萊恩 Staff: “Mr. Brown, are you our Priority Club member?” 員工：布萊恩先生，請(qǐng)問(wèn)您是我們的會(huì)員嗎？ Staff: “Did you stay in our hotel before? And may I have you check in and check out date.” 員工：請(qǐng)問(wèn)您以前住過(guò)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(wèn)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?jī)r(jià) .) Guest: “Check in on XXX and check out on XXX.” 客人：“入住時(shí)間是 退房時(shí)間是 (GSC Agent must listen carefully about checking in and checkout date. Then check room inventory 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 19 of 54 ，并查看 房間明細(xì)表 ) If no room available, 如果沒有房時(shí) 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 platinu