文华东方酒店管公司简介.doc

Listening / The only sense 听 / 唯一的感官 When using the telephone, we rely on one major sense only - listening. 当使用电话时，我们唯一可以依赖的感官是 - 听觉 When listening to a caller on the telephone, we need to listen carefully to understand exactly what the caller is trying to say. 当接听电话时，我们要仔细听以准确理解来电者的意图 Because we can’t see who is opposite us 因为我们不能够看见对方 To be able to assist, help and serve guest without delay 能够立刻帮助并服务客人 Responsibility 职责 Everyone in the hotel is responsible for ensuring guest satisfaction on the telephone... Especially YOU! 酒店中每个人都有责任确保客人在电话中满意……尤其是你！ Because you are at this moment representing (Ambassador) the hotel and guest will make a judgment of the hotel through the impression you created during the call 因为你在此刻就代表着(大使)酒店，客人将会 根据你在电话中给他们留下的印象来判断酒店 Preparation 准备 Have pen, paper and a list of telephone extensions ready 准备好笔、纸和电话单 Do not chew, eat, smoke or drink 不要咀嚼或吃食物，吸烟或喝水 Adopt the correct posture : 采用正确姿势 stand or sit up straight 站或坐直 avoid holding the receiver between your head and shoulder 避免将话筒夹置在头与肩之间 To be able to note down information provided by the caller 要记下来电者提供的信息 In order to be able to answer guest clearly and audibly 以便于清晰明朗地回答客人 To stay alert and attentive 保持注意力集中 Receiver might not stay in place resulting not being able to listen or understand caller clearly 这种姿势可能会使接听者无法准确听清或理解来 电者  Answering the telephone 接听电话 Imagine that the caller is there 想象来电这就在那 Smile 微笑 Focus for 100% on the caller 100% 将注意力集中在来电者身上 Answer within three rings maximum 在电话铃响三声内接听 Provide a greeting 致以亲切问候 Identify the department 确定部门 Offer assistance 提供协助 To keep concentrated 保持注意力集中 To let the guest feel your friendly and helpful attitude 让客人觉得你的友好和乐于帮助的态度 Because he / she is the most important person for you at this moment 因为他/她在此时对你来说是最重要的人