酒店前厅总机处理程序.docVIP

STANDARD OPERATING PROCEDURES 标 准 操 作 程 序 OPERATOR 总机 SOP CODE:编号OP.1 SECTION:分部门 DATE ISSUE:生效日 Page 1 of 5 PREPARED BY:制定 APPROVED BY:审批 TASK 任务Telephone Skill Standards 电话技巧 WHAT TO DO /PROCEDURES HOW TO DO/ STANDARD WHY TO DO Be Prepare 准备 Be pleasant 愉快 Greeting and offer assistance 问候 Sit straight and pay attention to the screen of the console. 在电话台前坐直，随时准备接听电话 Always have the pen and paper ready to take down the notes. 面前准备纸和笔，准备记录 Put a smile into your voice. Answer the call within 3 rings.