前厅部部门岗位职责说明3.docxVIP

制度 POLICY An sweri ng of Teleph one Calls 编号 REF CODE 执行职位 POSITION RESPONSIBLE All Fro nt Office Perso nnel 涉及部门 DEPARTMENT CONCERNED All F/O Sectio ns 目的 OBJECTIVE: To en sure all in ternal and external teleph one calls are to be han died in a professi onal manner. 执行程序PROCEDURES: An sweri ng outside calls: Operator are not to use their n ames. Use a greet ing and the full n ame of the Hotel. Offer assista nee. “ Good after noon. Hotel. May I help you? ” Listen carefully to the caller s request. C onnect the call by ack no wledg ing the end of the con versati on with your acti on and a courtesy. “ One moment please, I ll connect your call. Thank you for your calling ” Note: Be sure the connection is made after you completed your senten ce. A nsweri ng in side calls: Sta ndard greeti ng. b」den tify yourself as: “ Hotel Operator ”. c.Give your n ame. d」f n ame display, address caller by n ame. e.Offer assista nee. A nsweri ng ring back to con sole: Sta ndard : A “ring back to con sole ” whe n no an swer, requires anbexsen gs.no more th For a ring back to con sole call, the operator should always offer alter natives: For Hotel Guest Offer to take message Or Offer to connect to voice mail, if applicable. For Admi nistrative Staff : Offer to locate some one else who could be of assista nee . Take message for administrative staff should be kept to a minimum ,i.e. after hours. 3.Sta ndard All calls must be answered as soon as possible , within three rings, in a clear and courteous voice. A nyone with a desig nated exte nsion should an swer their own calls. Whe n an un atte nded telepho ne rin gs, the call pick up fun cti on must be used. d」f your phone rings and you are with some one, excuse yourself and atte nd to the call. e.Whe n conversing with a guest his/her n ame should be used whe never possible throughout the con versati on. 政策制定人 PREPARED BY 审批人 APPROVED BY 采用日期 EFFECTIVE 制度 POLICY An sweri ng of Teleph one Calls 编号 REF CODE 执行职位 POSITION RESPONSIBLE All Fro