2022年总机操作流程.doc

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1、Operation Hours 24 hours营业时间 工 24小时Senior Telephone Operator9:00am to 6:00pm 高级接线员 9:00am 至 6:00pmOperators接线员 Morning shift早班 7:00am to 4:00pm 7:00am至4:00pmRelief Shift替补班 11:00 am to 8:00pm 11:00am至8:00pmAfternoon shift下午班 4:00pm to 12:00midnight 4:00am至12:00pmNight shift 夜班 12midnight to 8:00am 1

2、2:00am至8:00pm SystemSIEMENS - PABX系统FIDELIO - PMSOperators Greeting总机咨询候语External Call外线“Good Morning/Afternoon/Evening, 早上/中午/晚上好 Hotel Sofitel .Speaking, 索菲特饭店我是。May I help you.我能够帮你吗？Internal Call内线“Good Morning / Afternoon / Evening 早上/中午/晚上好 Operator.Speaking, 这里是总机 我是。 May I help you?” 我能够帮你吗？

3、Response time应对时间3 rings三声Confidentiality ofAt all timesGuest Information 所有时间有把握地提供客人信息Message Taking留言If guest is not in the room, to offer assistance. 假如客人不在房间,要向打的人提供协助.Paging 呼叫 Page board system. To inform caller paging will take about 5 minutes and courteously ask caller to hold on. 呼叫系统。五分钟之

4、内通知呼叫者同时礼貌的告诉呼叫者稍等To get back to caller immediately when guest responded. If not, to inform caller of the outcome. 当客人应对后立即通知呼叫者。假如不是，通知呼叫者结果。Wake Up Calls 叫早 Standard expression:标准表达 “Good morning, Mr. Brown, this is your wake up call at 7am. “早上好，布朗先生，这是你的7点钟的叫早 “Have a nice day.” “祝你今天愉快。“ 1st ca

5、ll at the exact time.第一次打的时间为精确时间。2nd call is a reminder call given 5 minutes later 在五分钟之后打第二次以提示客人。If no answer, to get bellman to go up to room to check. 假如没有应对，需要行李员到房间进展检查。 If still no answer, to page for Assistant Manager. 假如仍没有答复要通知大堂经理。Callers Experience呼叫者的感受 Impressed with the efficient and

6、 courteous services given. 得到高效礼貌的效劳。和你 Reception and telephone procedures play a very important part in creating the image of our organisation. The right image of the Company is created only by the highest standards of courtesy and efficiency. These will be achieved by adherence to the procedures i

7、n the same way, this will ensure the creation of an image which reflects the style and efficiency of our organisation.接待和程序正成为树立企业形象的重要部分。只有在高标准的礼貌和效率下才能建立好的公司形象.Three key points to enhance image:树立形象的三个要点The reception point / switchboard must be manned at all times. Relief staff should be properly

8、trained before they are scheduled. 接待/总机一直保持专业表现。替班员工上岗前必需要通过培训。 The reception point should be attractive. It may be simply furnished and must be clean. Floral arrangement will make an enormous improvement. 接待处要有吸引力。它能够有简单的设备同时洁净。摆放鲜花会有特别大的改观。 Lastly, the best image created by pleasant, friendly and

9、 efficient action on the staff. 最后，建立最好的形象的方法是靠员工的热情，友好和高效的工作行为。 技巧&Good techniques pave the way for effective communication between our callers and between ourselves and those who receive our calls.技巧是我们同打人之间以及我们本人同接听我们的人之间有效沟通的铺垫。&Techniques save time and bother, and help us to achieve the aim beh

10、ind the telephone call.技巧能够节约时间和免受干扰同时能够协助我们到达目的。&Bad techniques cause irritation, lose business and make for a poor show.没有技巧会引起烦恼，失去生意和造成坏印象。&Research has proved that frequent use of the telephone is no guarantee that courtesies and techniques improve with practice! Bad users of the telephone are

11、among those who frequently use the telephone. What can lead to improvement is a critical look at how we go about our business on the telephone.研究证有用实践提高礼貌和技巧是纯熟运用的关键。没有技巧的人常在经常使用的人之中。提高技巧的关键是看我们怎么样在中商谈事务。Essentials of Telephone Courtesies必要的礼节%The telephone brings out the BEST, sometimes the WORST i

12、n people. This includes YOU!能够给人们造成好的，有时是坏的印象。这也包括你。%When you speak on the telephone, you are the voice of your company. Put a “smile” into your voice.当你接时，你的声音代表你的公司。将微笑带入你的声音。%The company is judged by its courteous and efficient service, quality of its products. It boils down to good relations bet

13、ween callers and receivers i.e. between people. And thats what counts.对公司的评判是通过他的礼貌周到的效劳和产品的质量。归结于打人和接听者之间的良好关系。%It is far easier to be courteous for few minutes on the telephone by any single employee of the company at any level and thus win a good image for the Company, than it is for less persona

14、lized campaign to win a good image through advertising and PR ventures.对任何一个公司的员工来讲在中保持几分钟的礼节特别容易，如此做为公司赢得的良好形象，胜过通过广告和公关活动赢得的公司形象。%The telephone call is really similar to a personal visit. Give each telephone call you receive, the same attention that you would face when receiving a visitor. Never b

15、elieve that you can get away with bad manners just because you cannot be seen.访问同个人访问相近。当你接听每一个时给他们同样的关注就象你同访问者面对面一样。永远不要相信由于看不见你,你就能够没有礼貌。 礼貌Example:例如 Try to answer promptly:尽可能快地答复下列咨询题:Within about two rings 在二声内应对。 If longer, say 假如等候的时间长要说 “Sorry to have kept you waiting”对不起让你久等.Or或者“Thank you

16、 for waiting”多谢你久等. Speak clearly in a normal voice 用正常明晰的声音说话.You do not have to shout.不要大声叫嚷.Speak with a pleasant tone Put a “smile” in your voice 用让人愉快的语调-将微笑带入你的声音.No matter how annoyed, irritated, harassed or interrupted you are DONT DISCLOSE IT 不管你多生气,恼怒,被打搅,你都不能表现出来.Greet the caller with a c

17、heerful愉快地咨询候客人“Good Morning, Good Afternoon or Good Evening” ”早上好/下午好/晚上好“ Then immediately identify yourself, your organization or your section/department 然后说明你的身份，你的机构，部门或者你的岗位。E.g. “Good Morning, Hotel Sofitel”例如 “早上好,这里是索菲特饭店” Or或者“Good Morning, Reception, Susan speaking” “早上好,这里是接待处,我是苏珊” Or或者

18、 “Good Morning, Mr. Tans office, Jane speaking” “早上好,这里是谭先生的办公室,我是琼” 沟通技巧REMEMBER! Everyone who answers the telephone IS a Sales person.牢记！每一个接听的人都是销售人员。Voice:声音Your voice not only tells the caller who you are BUT also your company SO:你的声音不仅是告诉打的人你是谁而且说明你的公司是如此的。 Put a SMILE in your voice 让你的声音带有微笑。

19、 Make sure it is not too loud 不要用太大的声音。 You voice should be CLEAR and ETHUSIASTIC 你的声音必须明晰和热情。 Dont speak too fast 不要说的太快。Answer Promptly 应对迅速On the third ring is acceptable. Too soon and the caller will be startled.三声铃响要接听。时间太短会使打的人吃惊。“Good Morning/Afternoon, Hotel Sofitel.speaking. How may I help

20、you?”This makes the caller feel good about the hotel. Most important you will start RESPECTING yourself.早上/中午好，索菲特酒店，我是。，我能够邦你吗？如此会让打的人对酒店有好的感受。最重要的是你要先尊重你本人。LISTEN and dont interrupt. Concentrate on what the caller is saying. If you are working on something else, turn the papers over so you will no

21、t be distracted.倾听但是不要打断。对打的人所说的要全神贯注。假如你还想做别的工作，把纸张反过来以免你受干扰。Become a Positive Stroke Giver 成为积极的参与者。This is like giving the caller a verbal reward:这就象给打的人一个语言奖励e.g 例如 Thank you (and mean it!) 感激你Its good to hear that 特别快乐听到Fine 特别好Thats good 那太好了Most definitely 特别精确Let the caller know what you are

22、 going to do.让打的人明白你将要作什么。Control The Call操纵 Use open questions.运用公开咨询题的方法。If you HAVE to interrogate a caller give a reason for doing do. 假如你不得不询咨询打的人给他你如此做的理由。Be prepared to help.预备好去协助别人。 应对 Procedures:程序When the phone rings, CONCENTRATE! You are the Sofitel in the callers mind. 当响时，留意！在打人来讲你是索菲特

23、。Have stationery ready to take notes. 要随时预备记录。When the phone rings SMILE to your face. 当接听时要面带微笑。Hold the pen in a professional manner. 职业性的将笔拿在手中。Answer the phone within 2 rings. 在铃响二声内接听。 Use the Sofitels telephone greetings:使用索菲特的礼节“Good Morning, reception, Susan speaking How may I help you?” “早上

24、好,这里是接待处,我是苏珊.请咨询有什么需要协助吗?”Ask for the guest name. 询咨询客人的姓名。Make sure we spell out guest name correctly. 确认我们所拼的客人姓名是正确的。Communicate cheerfulness and enthusiasm. 交谈热情愉快。Write down complete message that the guest passes on. 完好的记录客人所作的留言。Offer alternative to help our guest. 有选择的协助客人。HMake sure to ask

25、all necessary questions (i.e. address, telephone number etc). 确认询咨询了所有必要的咨询题。（例如：地址，号码等)sTake personal responsibility to solve guest enquiries or complaints. 有义务处理客人的咨询题或投诉。Verify all significant information, by repeating guests conversation. 通过重复客人的谈话证明所有的信息被确认、When you find out the callers name, u

26、se it during conversation. 当明白打人的姓名后，在交谈中使用客人的姓名。m At the end of conversation, say Thank you在完毕谈话时，要说“感激” 接听中的一般错误Allowing the phone to ring too long. Should be answered on the third ring. 铃响的时间太久。应该不超过三声应对。Answering UNINTELLIGIBLY. 答复晦涩难明白。Holding two conversations at once. 同时接听两个。Leaving the calle

27、r in the dark. 把打人放在一边,置之不理。 Making the caller wait unnecessarily. 让打人没必要的等候。Putting your hand over the mouthpiece to let off steam. The caller will hear. 将手放在嘴上阻挠呼气。打人会听见。Using company jargon.使用公司的专业用语。NOT LISTENING 不细心倾听。Eating or drinking while talking. 在接听时吃喝。Speaking too quickly. 说话太快。Taking co

28、mplaints as personal criticism. 象个人评论式的抱怨。Disturbing background noise. 扰乱四周的声音。Not giving the caller a chance to talk while holding on. 接时不给打人时机说话。Implying that the caller is not important enough to speak to the person he wants 以为打人对受话人不重要。Putting the phone down first. 先挂。 代表其别人接听Standards 标准A Recep

29、tionist or a secretary who answers a call on anothers behalf (perhaps her boss) may wish to find out who is calling.接待员或者秘书替其别人（可能是她的老总)接听时应当明白是谁打的.Procedures:程序In which case例如: Be discreet and polite 周到礼貌 Ask “May I say whos calling, please?”“能够告诉我你的姓名吗?”Not不要说 “Whos calling, please?” “你是谁?”Sometim

30、es you want to know why a persons calling有时你想明白打人打的缘故 Say “May I know what is it regarding?” 能够说”我能够明白你打的缘故吗”Or或者 “May I know what the call is in connection with?”“我能明白你想和那位通话吗”Perhaps the caller wishes to remain anonymous也许打人不想留下姓名 Then, asking what is it about or you could try那么就说请咨询你有什么事吗或你需要什么协助

31、吗 “Just one moment, Mr . Sorry your name is . “请稍等,-先生,对不起你的名字是.Be careful of admitting the manager is free if you think he may not want to take the call,在让经理接听前要先明白经理是否有空或者是否愿意接听. Say “Ill see if he is available to take your call” 能够说”让我先看看他是否能够接听你的”Or或者 “Ill try to locate him/her as he is not in t

32、he office. Would you mind holding on or youll like to leave a message?”“我将会去找他/她,由于他不在办公室。假如你不介意能够稍等或留言吗？”Or或者 “Mr, hes engaged at the moment, can I have him return your call later?”“先生，他正在接，能够让他以后打给你吗？” Get the telephone number. 留下号码。 Reason for the call 打的缘故。 Best time of call 最方便回的时间 Be sure you

33、or your manager sticks to his promise. 确认你或者你的经理睬恪守诺言。 当打时Prepare and plan 预备和计划 Know the goal of your call 清晰你打的目的 Jot down the main points/questions 简单写下你的要点/咨询题 Have a pad, pencil or pen nearby 在手头预备纸,铅笔或钢笔.Greet the answer courteously and identify yourself/your organization and the reason for ca

34、lling. 礼貌的答复咨询候并说明你的身份/机构和你打的缘故。E.g.“Good Morning, I am Susan calling from Hotel Sofitel Zhengzhou. Can I speak to your Personnel Manager Mr Wong please?”(The advantage of this, if youre cut off, the other party knows who was calling).例如“早上好，我是索菲特郑州国际饭店的苏珊。我能和你们的人事部经理王先生通吗”如此做的好处是，假如线段了，对方会明白谁打的)Or或者“Good Morning, Im calling on behalf of Hotel Sofitel Zhengzhou.Mr. Rippon, our General Manager would like to speak to . “早上好,我是索菲特郑州国际饭店,我们的总经理瑞邦先生想同.通话”When you are connected again, you may need to identify / introduce yourself and state the reason for the call. 当你再次接通时,你需要说明/介绍你本人和陈述打的缘故。