洲际酒店集前厅部-服务中心标准运营程序.docVIP

洲际酒店集团前厅部-服务中心标准运营程序 STANDARD OPERATING PROCEDURE ASSISTING GUESTS WITH OUTSIDE CALLS 帮助客人拨打外线 Task Number: 题目编号 GSC-0001 Department: 部门 Guest Service Center 客服中心 Date Issued: 颁布日期 May 2008 2008年5月 Guest Expectation: 客人期望 I expect my phone calls to be handled efficiently, accurately and courteously by knowledgeable staff who understand what I need and want. 我希望我的电话能够高效的、准确的和礼貌的被了解我意图的有经验的员工处理。 Time to Train: 培训时长 20 minutes 20分钟 Why is this task important for you and our guests? 为什么这个任务对于你和我们的客人如此重要？ Answers: 回答： To make our guests feel welcome and to ensure that our guests are offered maximum service from our GSC. 使我们的客人感到受欢迎和保证我们的客服中心能提供给客人最好的服务。 To increase our GSTS score. 提高GSTS分数。 To ensure professional handling of all incoming and outgoing calls. 能保证专业的处理所有打进和拨出的电话。 WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) First visit guest 第一次入住的客人 A guest who is staying with us for the first time will not necessarily know how to handle our telephone system. 一位第一次入住我们酒店的客人，必然不清楚如何使用我们的电话系统。 Explain to the guest how to make IDD / DDD calls from the Guest Room Telephone in a warm and friendly manner. 用热情和友好地方式向客人解释怎样拨打国际长途电话/国内长途电话。 Inform the guest about toll-free numbers if applicable for Long Distance calls. 如果适用于长途电话，告知客人免费电话的号码。 Why do I have to pay attention especially to First Visit guests? 为什么我们必须特别注意第一次入住的客人？ What is the difference between IDD and DDD calls? 国际长途电话和国内长途电话的区别是什么？ What is a toll-free number ? 免费电话号码是多少？ What is the difference between a toll-free and a normal telephone call ? 免费电话和普通电话的区别是什么？ 2) General Assistance 一般的帮助 Assistance should always be given to guests who inquires about different ways of making a phone call: 我们应该一直为询问不同的拨打电话的方法的客人提供帮助。 Dial for the guest and connect him/her. 为该客人拨打并为他/她接通。 Nevertheless explain the way to dial. 仍然要向其解释拨打的方法。 “Madame/Sir, please dial………….” “女士/先生，请拨…………” Steps for IDD calls: To be added by hotel individual 拨打国际长途电话的步骤：加拨酒店自己的号码 Steps for local