【精品】索菲特酒店预定操作流程.doc

Reservation 预定 1.0 GREETING 问候 Phone answered within 3 rings 电话铃响3声内须有应答 What: Number of rings before the incoming call is answered 内容：来电应答前的铃响次数 How: Incoming call to be answered within 3 rings by the switchboard operator or answering machine. 方法：来电须在铃响3声内由总机接起或有自动机器的应答声 When: From the time the caller is connected to the hotel telephone exchange. 时间：从来电者的电话接通酒店总机起 Why: Waiting time on the telephone forms part of the customer’s first impression of the hotel 原因：电话的等候时间是顾客对酒店第一印象的组成部分 Exceptions: None. 例外：无 Switchboard operator offered greeting 总机接线员的问候 What: Offers the appropriate greeting according to the time of day 内容：根据每天的时间给出恰当的问候 How: Greeting must include a salutation (Good Morning/Afternoon/Evening), the hotel name the operator’s name and offer of assistance. All elements must be present in the greeting. 方法：问候须包括打招呼（早上好/下午好/晚上好），酒店名称，接线员的名字和提供的帮助。基本要点为问候须用现在时 Example of greeting: 问候举例： “Good Morning, Sofitel Y, John Speaking” 早上好，索菲特 Y，我是约翰 Examples to offer assistance 提供帮助的例子： “How may I help you?” “请问有什么我能帮到您的吗？” “How can I direct your call?” “请问我能帮您转去哪里？” When: At the beginning of the call – the switchboard operator should be the first to speak. 时间：通话开始之际 总机接线员须先应答 Why: The greeting sets the tone for the call. Mentioning the hotel name reassures the guest they have called the correct hotel. Offering a name gives a personal touch. 原因：问候确定通话的基调。提及饭店的名称可使客人确信电话打到了正确的饭店。提供本人名字给人以亲切感。 Exceptions: Will not apply if hotel has an automatic menu option to connect to Reservation upon the call being answered. If the call is made in English but the hotel greeting is in local language, the caller should at minimum clearly identify the hotel name. If the hotel name cannot be identified than this criterion will be scored NO. 例外：此条不适用于拥有自动连接预定应答体系的酒店。如果来电为英语，但酒店的问候为当地语言的，应最低限度地保证来电者清楚酒店的名称。 如果酒店的名称无法让人明白，那么这条标准的得分为零。 Phone answered within 3 rings by reservation sales agent 电话铃响3声内预定员须有应答 What: Number of rings before the reservation sales agent answers the tel