酒店电话礼仪标准流程.docVIP

PAGE 20 - XXX 酒店 STANDARD OPERATING PROCEDURE 标 准 工 作 程 序 TELEPHONE MANNER/COURTESY电话礼貌礼仪 ANSWER ALL CALLS QUICKLY – This is to let the caller know that you and your hotel is eager to serve him. An unanswered telephone can mean no business or loss. 及时接听所有电话—这表明酒店及酒店员工非常乐意为他服务。一个没有人接的电话意味着酒店没有生意或丢失生意。 Telephones should be answered in a warm and friendly manner within 3 rings. It is important to speak in a clear, courteous and professional voice. 所有电话应该在铃响三声内被接听，态度要热情，友善。特别注意语言和语气要清楚，礼貌，专业。 Never sound rushed or irritated even if it is BUSY. 绝对不要显得急匆匆或不耐烦，尽管有时你很忙。 IDENTIFICATION – For intern