员工入职礼仪培训基本文档酒店行政部资料 华美达酒店 电话礼仪（英）P14.ppt

Before Answering A Call4Never allow the phone to ring more than three times.4Answer the telephone promptly.4Be relaxed and be prepared.Before you place or answer a call,pause for a moment,calm yourself.Take a deep breath,and clear your throat if necessary.Before Answering A Call It may take about five seconds,but will go a long way toward improving the first impression that you create.4Always have a pen and paper near the telephone.4Never eat or drink while answering the phone.4Always answer in English first and speak slowly and clearly.Before Answering A Call Make sure the line is connected and a caller is on the other end before you start speaking,allow time for the caller to get ready.If you are answering a call,wait until the receiver is close to your mouth before starting to speak.Make your introduction slow and clear.Before Answering A Call People usually miss the first two or three words of a conversation,so speak methodically.Spending extra time in the beginning of your phone call will mean that you wont have to repeat yourself later.Before Answering A Call4Never carry on a conversation while picking up the telephone receiver.The first and only sound the caller should hear is your friendly greeting.When answering a call,be as quiet as possible when lifting the receiver.If you are speaking with anyone in your workplace,end the conversation before you pick up the phone.Before Answering A Call Never drop the receiver uncovered as the caller will hear you speaking.4Avoid two conversations at the same time.4Use good posture.If you use a hand-held receiver and you cradle in between your face and shoulder,your voice will reflect your discomfort.Before Answering A Call If you have to write something down,hold the phone up to your mouth while you take notes with your free hand.4Put a smile on the telephone-it works!Before Answering A Call Believe it or not,it makes a difference.People at the other end of the line can detect strain,anger,boredom,and other states of mind.When you frown,your voice sounds strained and flat.When you smile,you sound pleasant.External Transferring/Forwarding Call4Please allow me to transfer/forward your call to the(department/person).Thank you for calling Ramada Plaza Tian Lu HotelInternal Transferring/Forwarding Call4Please allow me to transfer/forward your call to the(department/person).4Thank you for calling(department).令客人满意的主要因素令客人满意的主要因素Key Factors for Making Guest SatisfiedCleanliness 整洁Value 物有所值Breakfast 早餐Friendly associates 友善的员工Speed check in 快速办理登记入住When you make the call4Before you make the phone call,you must prepare yourself,so that it can improve your efficiency.4Know the goal/objective of your call4Estimate the duration you will spend4Have adequate information on your hand4When you reach the number,please identify your hotel/department and yourselfWhen you make the call4Before you make the phone call,you must prepare yourself,so that it can improve your efficiency.4Know the goal/objective of your call4Estimate the duration you will spend4Have adequate information on your handWhen you make the call4When you reach the number,please identify your hotel/department and yourself 4If you dial the wrong number,tell them and make apology and goodbye.Let the caller hang up first.4If the expected person is not in,you should have a clear and brief message.