华洋花园城大酒店（四星）前厅管理--godun.docVIP

Reservations – Taking a Reservation, Phone 电话预订 Policy 制度 All reservation personnel and receptionists will br able to take an accurate reservation and record the information precisely. 所有的预订部员工及接待员应能够正确做预订并记下所有的信息。 Procedure 程序 All calls must be answered within two rings. 所有的电话在2声内接起。 Calls to be answered in this format : 电话接听标准如下： “Good morning/afternoon, Reservation (your name) speaking. May I help you ” “早上/中午好，预订部XXX。需要我帮忙吗？” (After hours). “Good evening, Front Desk (your name) speaking. May I help you”. “晚上好，前台XXX。需要我帮忙吗？” Listening to callers requests and