杭州香格里拉酒店前厅部标准操作程序.docVIP

STANDARD OPERATION PROCEDURES 标准操作程序 FRONT OFFICE 前厅部 SHANGRI-LA HOTEL, HANGZHOU STANDARD OPERATION PROCEDURE 杭州香格里拉饭店 标准操作程序 DEPARTMENT: 前厅部 JOB TITLE: 前厅职员 TASK NO: 01 TASK: Telephone Skill Standards （Page 1 of 2） 工作职责：接听电话程序 （第一页，共三页） EQUIPMENT REQUIRED: Telephone machine WHAT TO DO HOW TO DO WHY Be Prepare 准备 Be pleasant 愉快 Greeting and offer assistance 问候 Your Voice 声音 Sit straight and pay attention to the screen of the console. 在台前坐直，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. Answer calls promptly and in a pleasant tone. 所有电话应在三声振铃内用清晰礼貌的声音接听，接电话时声音要愉快和真诚 Standard: NiHao, Shangri-la Club, XX speaking , May I help you? 标准：您好，豪华阁，XX讲话，我可以帮您吗？ Use caller’s name . 称呼客人姓名 Speaking and using your natural tone. Speak clearly and use simple language, avoid slang. Speak directly into the mouth piece. Speak normally and in an appropriate pace. Never rush or speak fast. 使用自然的声音，语言清晰，简练，避免使用酒店专业用语。语速适中，不要让客人感受到你在赶时间 Let the caller feel our hospitality through the phone. Keep the high standard for caring the image of the hotel. To create a good impression. 切记你代表酒店，通过电话让客人感受到你的真诚和专业的服务 Shangri-La standard. 香格里拉标准 Let your voice indicate consistency create an image of friendliness and sincere. 通过你的声音使人感受到友好和真诚 People will not understand what you talk about. 使客人能够理解你所讲的内容 PREPARED BY: Stella Wang 起草人 : APPROVED BY: Mr. Ricky H. Lee 批准人 : POSITION: FOM 职位 : SIGNATURE/DATE 签字/日期 : POSITION: FOM 职位 : SIGNATURE/DATE 签字/日期 : SHANGRI-LA HOTEL, HANGZHOU STANDARD OPERATION PROCEDURE 杭州香格里拉饭店 标准操作程序 DEPARTMENT: 前厅部 JOB TITLE: 前厅职员 TASK NO: 01 TASK: Telephone Skill Standards （Page 1 of 2） 工作职责：接听电话程序 （第二页，共三页） EQUIPMENT REQUIRED: Telephone machine WHAT TO DO HOW TO DO WHY Listen attentively 仔细聆听 Repeat 重复 Never simple say No” to the guest 不要轻易对客人说 “ 不 “ Use Magic words 使用敬语 Never argue with the caller 不要与客人争执 Hold 等候 Be patien