威斯汀系列培训-电话礼仪手册.doc

Objective In this training module, you will learn: Telephone General Guidelines Important Communication Skills Important Knowledge for Telephone Services Telephone Courtesy Guidelines Guidelines for Answering Telephones Telephone Use Messaging Wake-up Calls Use of Galaxy PMS as computerized support Performance Expectation To be signed off on this training module, you will, from memory, demonstrate knowledge of the items noted above to your trainer. Additional Resources Westin Brand Standards HotelEXPERT User’s Manual Galaxy Operators Users Manual Timing First two weeks of training Why I Need To Know This As a Service Express team member, you are one of the most integral members of the hotel. The Service Express department is the area of the hotel where many of our guests first experience The Westin Diplomat Resort Spa service and where their final and lasting impressions will be formed. Telephone calls are one of the first points of contact a guest will have with The Westin Diplomat. Since Service Express is the “One call That Does All” you need to learn how the Telephone system can be utilized as one of the most powerful tools. Once you have learned about proper telephone usage, you will be able provide the guests the following benefits: Easy-to-use, friendly service; Improved response time; One point of contact; Access to information regarding all hotel services; Pro-active resolution of guest needs and problems; and Personal preference tracking capability. General Guidelines The goal of Westin Hotels Resorts is to provide our guests with superior quality service on a consistent, company-wide basis, in person and on the telephone. This attention to service will be the distinguishing factor to set Westin above the competition and help determine the success of the hotel and the people working in it. The personal encounter between the associate, and the guest is the hinge upon which the hotel’s future swings. When the associate answers the phone, the guest’s