酒店总机处理来电流程(行业规范).docVIP

Handling Incoming Calls 处理来电 批准人： 派送： 页数 PAGE 1 / NUMPAGES 2 Purpose目的: The SC System is to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution. The SC concept is to promote the coordinated use of the hotels resources to increase operational efficiency. SC系统将通过为客人提供可信的高效的递送服务、信息和解决问题的方法而创造客人忠诚度。 SC概念是促进酒店资源的合理运用以便增加操作效率。 Policy 政策: The SC Center is to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution. 系统通过为客人提供可信的高效的服务、信息和解决问题的方法等而获得客人的忠诚度。 Procedure: 程序 The telephone switchboard should be manned 24 hours. 总机应该24小时有人值班。 The CC agent answers all calls within 3 rings. 铃响3次内接听电话。 Use Standard Dialogue to answer the incoming calls. 采用普通话接听电话. Listen to the guest’s request carefully and note it down, then reconfirm the orders, guest’s room number name. 仔细听取客人需求并做好记录,重复确认客人的要求、姓名与房号。 Record the order onto the log book/form immediately after the call. 听完电话后立即将要求记录在记录本上。 Inform the Runner to deliver all housekeeping requests, such as replenishing guest supplies immediately. 通知收送员分发客房用品需求，如及时补充客用品。 Follow up with the corresponding Department or Outlet (Engineering, Room Service, Business Center, Concierge, Front Desk) at once for other related services. 跟进部门与部门（工程部、送餐服务、商务中心、礼宾部、前台）之间的联系。 Call back to guests to ensure the complete (Housekeeping, Engineering) service. 打电话给客人，向其确认服务（客房服务、工程问题）是否完成。 City/Hotel Information: If the caller just want to know some information of the hotel city, the SC agent should check the information in computer as soon as possible (SC Center should also set a hand copy in case that computer breaks down). The updated information should be put in the computer once there is any change, and always keep the same with Concierge. 城市/酒店信息：如果有电话询问酒店与城市信息，SC服务员需尽快从电脑中查询并告之来电者。（SC中心需备份一份纸张复印件以防止电脑故障）。一旦有任何变化，最新的信息需及时输入电脑，并与礼宾部的信息保持一致。 No unauthorized personnel is allowed to enter the Telephone Switc