件调前厅部岗位英语.docVIP

前厅部岗位英语 Messages 留言 1. Callers may be told to record messages on the telephone system, or may be given the option to speak to reception, where they can leave a message with the staff. These messages must be written down on a message pad, recording the name of the caller, the time of the call, a contact number to return the call and the text of the message. 来电者可能会被接入电话系统中的录音留言,或者选择留言给前台员工。前台员工必须将这些留言写在留言簿上，记录下来电者的名字、来电时间、回电号码和留言内容。 2. The text should be read back to the caller to verify it has been written down correctly. The staff person taking the message should also record their name in case there are any questions later. 留言内容必须向来电者重复一遍以核对是否记录正确。记录留言的员工也必须留下名字以免以后有任何问题。 3. Discretion is very important and unless messages are very urgent, guests should not be disturbed very early in the morning or very late at night. 谨慎处理是非常重要的，除非留言异常紧急，不应该在清晨或半夜打扰客人。 4. It is also an area that has many pitfalls. 这同时也是极易出错的工作。 Answering and transferring接听和转接电话 5. The person at the other end of the line will form an impression about us according to the tone of voice that we use and the manner in which we speak. 我们的语气以及说话的态度将会给电话线另一端的人留下印象。 6. When answering outside calls, you must start by giving a greeting followed by the name of the hotel. Next you must give your name (e.g. Simon speaking), followed by a phrase like “How may I help you?” or “How may I be of assistance?” 在接听外线电话时，你必须在报出酒店名称后以问候开始对话。然后，你必须给对方讲你的名字（例如：我是西蒙），紧接一句短句，例如“我能帮您什么吗？”或者，“我能提供帮助吗” 7. If you need to put them on hold while you find out, or transfer them to another colleague, ask them first. 如果你要求他们在你寻找时不要挂断电话，或者你要转接给另一位同事，那么应先询问他们。 8. If you need to call them back then do so as soon as possible, or have another colleague do so on your behalf. Remember, prompt and efficient service never fails to impress. 如果你要给他们回电，那么应该尽快完成，或者让另外的同事代表你给他们回电。要记住，迅速而有效的服务永远都会给人以好印象。 Directing a Complaint 接受投诉 9. When faced with an angry or upset guest staff must find a way to get their manager t