酒店管理前厅 酒店服务操作——帮助客人拨打外线2015叶予舜).pdfVIP

酒店管理前厅 酒店服务操作——帮助客人拨打外线  Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？ Answers: 回答： 1. To make our guests feel welcome and to ensure that our guests are offered maximum service from our GSC. 使我们的客人感到受欢迎和保证我们的客服中心能提供给客人最好的服务。 2. To increase our GSTS score. 提高 GSTS 分数。 3. To ensure professional handling of all incoming and outgoing calls. 能保证专业的处理所有打进和拨出的电话。 WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. First visit guest 第 A guest who is staying with us for the Why do I have to pay attention 一次入住的客人 first time will not necessarily know how especially to First Visit guests? to handle our telephone system. 为什么我们必须特别注意第一次入住 一位第一次入住我们酒店的客人，必然不 的客人？ 清楚如何使用我们的电话系统。 1 叶予舜 二〇一四年十二月二十八日星期日 Explain to the guest how to make IDD What is the difference between IDD / DDD calls from the Guest Room and DDD calls? Telephone in a warm and friendly 国际长途电话和国内长途电话的区别 manner. 是什么？ 用热情和友好地方式向客人解释怎样拨打 国际长途电话/国内长途电话。 Inform the guest about toll-free What is a toll-free number ? n