国际酒店前厅操作手册-SOP Rec 02 电话接听标准tel skill standards.doc

Standard Operation Procedures / Front Desk 前厅部标准操作程序/前台前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。DEPARTMENT部门: Front Office前厅部 JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 02TASK任务: Telephone Skill Standards (page 1 of 2)EQUIPMENT REQUIRED:WHAT TO DO要做什么HOW TO DO如何去做WHY为什么1. Be ready2.Greeting and offer assistanceto guest.3.Your voice.4.Listen attentively 5. Repeat 6. Never say “ No” to the guest 7. When guest pass by counterreceptionist was on the phone.Sit straight and pay attention to caller.Always have pen and action form to take down the notes.Put a smile into your voice.Answer the call within 3 rings “ Good morning, Sofitel Plaza Xiamen, How may I help you?” (External) or “ Good morning, this is Penny from Front Desk, May I help you?”(Internal)Speaking and using your natural tone.Speak clearly and use simple language, avoid slang.Speak normally and in an appropriate pace.Never rush or speak fast.To be patient, dont try to interrupt the caller. Take down notes on action form to follow up.Always repeat the callers request. “ Mr. Wang, may I repeat for you? You would like to .”We should try the best to help our guests. Always keep eye contact and smile to guest even you are on the phone. Let the caller feel our hospitalitythrough the phone.Keep the high standard for caring the image of the hotel.Sofitel standard.Let your voice indicate consistency create an image of friendliness and sincere.Guest cannot understand.It is one of the ways to respect our guests. To avoid misunderstanding. High level of service. Respecting the guest alwaysPREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期DEPARTMENT部门: Front Office前厅部 JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 02TASK任务: Telephone Skill Standards (page 2 of 2)EQUIPMENT REQUIRED:WHAT TO DO要做什么HOW TO DO如何去做WHY为什么8.Use magic words 9.Never argue with the caller10.Hold11.Transfer the call12.End of call“ Thank you, please, my pleasure.” Dont raise your voice.Inform the caller that you are going to hold the call for a while and explain to caller of reason for putting hold.“ Would you please wait a moment, Mr. Tan? Thank you.”Come back on the line every 30 seconds, dont hold the call at console over 30 seconds.If you have to transfer a call, explain to the caller WHY为什么 he is to be transferred. “ Mr. Tan, I am transferring your call to the xxx now, one moment please.”Be attentive to avoid dial the wrong number.“ Mr. Tan, I am connecting a call from Mr. Xxx to your line.Go ahead please.”Stay on the line until the connection has been made.Never forget to say: Thank you for your calling.” to the caller.“Thank you for your calling, Mr./Ms. Xxx”Always hang the phone after the caller. Guest is always right.Respecting the caller by using the polite words and guest name.Ask permission and acknowledge callers response.Give the caller the impression that you havent forgotten about him.Let caller know what we are doing.Announce to receiving party the incoming call for receiver to greet the guest.Ensure the call has been transfer to the right person or department.Showing our hospitality.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP酒店管理之家