酒店总机接线员辅助呼叫流程(行业规范).docVIP

Operator Assisted Calls 接线员辅助呼叫 批准人： 派送： 客房部 页数 PAGE 2 / NUMPAGES 2 Purpose目的: To provide friendly and efficient Operator Assisted Call Service for the in house guests. The call charges are accurately charged to the guest following the Finance Procedure. 为住店客人提供热情的、高效的电话辅助服务。电话费用根据下列财务程序准确地被收取。 Policy 政策: It is the hotel’s policy:该酒店政策是： To notify the guest that it is cheaper to make a direct IDD Call instead of going through the operator. 告知客人直接拨打国际长途电话比接线员转接便宜。 The hotel will charge a flat service fee to the guest. 酒店将收取合理的服务费。 Procedure: 程序 Operator has to check with the computer system to confirm the guest is register as an in house guest to facilitate in billing. 接线员将检查计算机系统以确认客人是登记住店客人以给其折扣。 Inform the guest that a handling charge is charged regardless whether the call can go through or not. 通知客人无论电话是否接通正在操作的费用将被收取。 Record down the following information on the Telephone Voucher: 在电话凭证上记录相关信息 Guest Name Room Number客人名字和房号 Telephone Number电话号码 Country Name/Code国家名字和代码 City Name/ Code城市名字和代码 Recipient’s Name接收人的名字 Verify with the guest if this is an IDD Call, person to person call or collect call. 向客人落实其是否是个国际直播电话，叫人电话和对方付费电话。 Action the guest’s request, adhering to the specific instructions. 根据特殊的指示，执行客人的指示。 Guest may hold the line or the operator will call the guest back. 客人可以先不挂断电话或要客人回电。 Book the call with the Telecom Exchange Operator 用交换机接线员约定电话。 When the Telecom Exchange Operator answers, state clearly: 接线员回电话时应清晰地陈述： Type of call required 需要电话的类型 Telephone Number and guest name required to call 需要呼叫的电话号码和客人名字。 Destination of the call 电话的目的地。 Caller’s name and room number 来电者的名字和房号。 Hotel phone number 酒店电话号码。 Operator’s name 接线员名字。 After giving the information, hang up and wait for the Telephone Exchange Operator to call back. 在给出信息后挂断片刻以等待接线员回电。 When the Telephone Exchange Operator calls back and the line is connected, put the call through to the guestroom promptly. 接线员回电并连接电话线时，迅速将电话接至客人房间。 Complete the process by filling up the complete handling