OralEnglishBooking.pptxVIP

English Training for Reservation英语培训之预订篇;Content 培训目录;Calls to the reservations centre or hotel operator were answered within three rings. 打进预订中心或打给酒店总机的电话应在电话铃响三声内接听。;The team member answered the phone with a smile in his/her voice. 员工要以愉悦的声音接听电话。;Caller was not kept on hold for longer than 15 seconds at a time; or call-back was offered and delivered within 3 minutes. 每次让客人等候的时间不得超过15秒；或者告知客人在3分钟内电话回复。;During the entire conversation the team member was friendly and spirited. 在整个通话期间，员工必须保持友好态度且精神饱满。;The team member was confident in manner. 员工应以自信的语气接听电话。;The team member made an effort to engage in conversation. 员工应努力与客人维持融洽的沟通。;The team member sounded calm and organised, giving unhurried impression. 员工语气平静，说话有条理，从容不迫。;The team member taking the call/reservation must identify first the hotel and then himself/herself by name, followed by a warm and friendly offer of service (e.g. “Welcome to Royal Tulip Xingchen Chengdu, this is Will, how may I assist you?“ 接听电话和受理预订的员工必须首先主动报上酒店的名称，再报上自己的名字，然后使用热情友好的问候语。;;;;;;;;;;;;;;;;;;;3 messages must be confirmed;sentences;Dialogue;Dialogue;GUEST: Sure, my name is Aron Johnson. My phone number is GSA: Mr. Aron Johnson. Phone number is Excuse me, how do you spell your first name? GUEST: Its A-r-o-n.? GSA: A-r-o-n. Thank you Mr. Johnson. May I know your arrival time on April, 16th.?;;GSA: Yes, may I know the number?? GUEST: Its 1234567 GSA: Thank you Mr. Johnson. Youve made guaranteed reservation in Royal Tulip Chengdu. From April,16th to 20th for five nights. If you cant arrive at scheduled. Please inform us before 6pm on April, 15th. Thank you for calling. And we look forward to serving you.;1）预定基本应对： 1. Do you have one single room for two nights? 我想订2个晚上的单人房一间行吗？ ? 2. Room reservations, how may I assist you?/ Reservations, how may I assist you?? 客房预订部可以为你效劳吗？ 3. Id like to reserve a room. 我想订个房间。 ? 4.How many nights do you wish to stay?? 您希望住几晚？?; 5. How