鹿回头国宾馆之专业服务用语.doc

Objective 目的: The standard language services for operator staff Policy 政策： : The policy of Luhuitou State Guesthouse Resort. 在酒店不断提供更好的硬件设施的基础上，酒店员工应提供更好的服务于客人，以达到塑造国宾品牌。To provide high quality facilities, all the staff must to provide excellent quality service for the customers, to make an ambassador brand. Procedures 程序：After switching busy 请对方稍等并保留，按回保留时应说：对不起，让您久等了，请问您要转哪里？ Please wait and keep the other party, shall be retained by back said: I am sorry , kept you waiting, Where would you like transfer? 2）请对方等候时： Please wait when the other 请稍等…… Wait a moment 3）听不清时：When not clearly. 对不起，请您重复一遍好吗？或是信号不好，请您重拨，再见！I am sorry, please say it again? Or the bad signal, please redial, bye! 4）占线时：Busy 对不起，电话占线，请您稍后再拨。或请问您需要在线上稍等片刻吗? Sorry, the line is busy, please dial later. Or would you need to wait a moment online? 5）受话人不在时： Not subject 对不起，电话无人接听，请您稍后再拨或请问您需要留言吗? Sorry, there is no answer ,please dial later. Or would you like to leave a message? 6）告知客人开通外线服务用语： Inform guests open outside service terms 您好，这里是总机，您的外线已开通，拨打外线请先拨“9”。 Good morning/afternoon/evening. This is guest service center , you outline is open ,please dial “9”first for outline. 7）人工叫醒服务用语： Wake services artificial language 您好，这里是总机，现在是您的叫醒时间几点几分，祝您旅途愉快！ Good morning, this is operator, this is your wake-up, XX time , have a nice day. 2、 通知各部门负责人或房间客人的服务规范用语 Notify the department heads or room service specification language 1）接到相关部门或领导让总机通知各部门负责人迎接VIP时：Leading to receipt of the relevant department or switchboard to inform the department heads to meet 例：XX经理您好，这里是总机。XX部XX经理通知各部门负责人于早 上09：00在大堂迎接VIP客人。 Cases: XX manager Hello, this is operator. Part XX XX manager informed the department heads at 09:00am in the lobby to greet VIP guests. 2）接到相关部门或领导让总机通知各部门负责人送VIP时： Leading to receipt of the relevant department or switchboard to inform the department heads get VIP 例：XX经理您好，这里是总机。XX部XX经理通知各部门负责人于下午17：30在大堂送VIP客人。 Cases: XX manager Hello, this is the operator the Part XX of xx manager notice wh