FO-PP-Front Office-03 Telephone etiquette分析和总结最新分析和总结.docxVIP

营运标准规章制度 – OPERATIONAL STANDARDS MANUAL 更新日期 UPDATE: 有效对象 VALID FOR: 分发 DISTRIBUTION: 主题 SUBJECT: 编号 May 21, 2103 DEPARTMENT CODE: 荔波山水皇家驿栈，中国 The Emperor，libo，guizhou,，China 总经理，前厅部经理 General Manager, Front Office Manager 电话礼仪 Telephone etiquette FO-PP- Generic-3 目的： Purpose: 所有员工在任何时间都应使用标准用语回答电话，来电者能通过电话感受到五星级的专业化服务。 All associates will use professional telephone etiquette at all times, thereby promoting and enhancing the professional image and first impression of the hotel to all callers. 政策: Policy: 1.在电话铃响三声内迅速接起电话，使用标准电话问候语。 Answer all calls promptly within 3 rings, using the appropriate greeting. 2.回答电话前，先做一停顿。 When answering a call, pause briefly before speaking. 3.讲话时对准电话的话筒。 Speak into the telephone mouthpiece or receiver. 4.讲话清晰。保持友好、适当的语调。 Speak clear and slowly, and maintain friendly tone and pitch. 仔细倾听客人的要求，不要任意打断，向客人重复以确保信息正确理解。 Listens carefully to the caller’s request-DO NOT interrupt. Be patient on the phone and repeat back to the caller to confirm understanding. 尽量使用客人姓名，如果不知道，则使用“先生”或“女士”来称呼。(如果是从客房内或饭店分机 打来，可在来电显示电话机屏上得到信息。使用电脑系统的查询功能以确保信息正确) Use guest name when known, or sir/madam at all times. (If internal call room number or extension will be displayed on the screen of telephone. Use inquiry screen in Opera or printed guest list to confirm guest name when necessary). 在任何时间都应使用正确、专业的用语，如“是”或“当然可以”。不应向客人使用“好的” 或“ 等 以 下” 或 “稍 等”等非正式用语以及俚语。 Use correct, professional language at all times, including “Yes ” or “ Certainly ”. “ OK ” or “ yeah ” “Hang On” Hold On” and “wait a minute” is not acceptable language in responding to a caller. Avoid jargon or slang words. 如与客人的通话需要被中断，如需要传呼或寻找另一位客人，必须先征得客人同意再将通话客人状 态置于保持键。如客人不愿等候则提供留言服务。 When the call is interrupted for any reason, including paging or locating a guest, the call must be put on hold. Always ask guest permission before putting a caller on hold. If caller is not prepared to wait, Enquire if they would prefer to be contacted back, and take appropriate details. 接听电话时不可咀嚼口香糖或喝饮料。 Never ch