【优质】杭州香格里拉酒店前厅部标准操作程序.docVIP

STANDARD OPERATION PROCEDURES 标准操作程序 FRONT SHANGRI-LA HOTEL, HANGZHOU STANDARD OPERATION PROCEDURE 杭州香格里拉饭店 标准操作程序 DEPARTMENT: 前厅部 JOB TITLE: 前厅职员 TASK NO: 01 TASK: Telephone Skill Standards （Page 1 of 2） 工作职责：接听电话程序 （第一页，共三页） EQUIPMENT REQUIRED: Telephone machine WHAT TO DO HOW TO DO WHY Be Prepare 准备 Be pleasant 愉快 Greeting and offer assistance 问候 Your Voice 声音 Sit straight and pay attention to the screen of the console. 在台前坐直，随时准备接听电话 Always have the pen and paper ready to take down the notes. 面前准备纸和笔，准备记录 Put a smile into your voice. Answer the call within 3 rings. Answer calls pr