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1、Zhengzhou索 菲 特 国 际 饭 店Operation Hours 24 hours营业时间 工 24小时Senior Telephone Operator9:00am to 6:00pm 高级接线员 9:00am 至 6:00pmOperators接线员 Morning shift早班 7:00am to 4:00pm 7:00am至4:00pmRelief Shift替补班 11:00 am to 8:00pm 11:00am至8:00pmAfternoon shift下午班 4:00pm to 12:00midnight 4:00am至12:00pmNight shift 夜班
2、12midnight to 8:00am 12:00am至8:00pm SystemSIEMENS - PABX系统FIDELIO - PMSOperators Greeting总机问候语External Call外线电话“Good Morning/Afternoon/Evening, 早上/中午/晚上好 Hotel Sofitel .Speaking, 索菲特饭店我是。May I help you.我可以帮你吗？Internal Call内线电话“Good Morning / Afternoon / Evening 早上/中午/晚上好 Operator.Speaking, 这里是总机 我是。
3、 May I help you?” 我可以帮你吗？Response time应答时间3 rings三声Confidentiality ofAt all timesGuest Information 所有时间有把握地提供客人信息Message Taking留言If guest is not in the room, to offer assistance. 如果客人不在房间,要向打电话的人提供帮助.Paging 呼叫 Page board system. To inform caller paging will take about 5 minutes and courteously ask c
4、aller to hold on. 呼叫系统。五分钟之内通知呼叫者并且礼貌的告诉呼叫者稍等To get back to caller immediately when guest responded. If not, to inform caller of the outcome. 当客人应答后立即通知呼叫者。如果不是，通知呼叫者结果。Wake Up Calls 叫早电话 Standard expression:标准表达 “Good morning, Mr. Brown, this is your wake up call at 7am. “早上好，布朗先生，这是你的7点钟的叫早电话 “Hav
5、e a nice day.” “祝你今天愉快。“ 1st call at the exact time.第一次打电话的时间为准确时间。2nd call is a reminder call given 5 minutes later 在五分钟之后打第二次电话以提醒客人。If no answer, to get bellman to go up to room to check. 如果没有应答，需要行李员到房间进行检查。 If still no answer, to page for Assistant Manager. 如果仍没有回答要通知大堂经理。Callers Experience呼叫者的
6、感受 Impressed with the efficient and courteous services given. 得到高效礼貌的服务。电话和你 Reception and telephone procedures play a very important part in creating the image of our organisation. The right image of the Company is created only by the highest standards of courtesy and efficiency. These will be achi
7、eved by adherence to the procedures in the same way, this will ensure the creation of an image which reflects the style and efficiency of our organisation.接待和电话程序正成为树立企业形象的重要部分。只有在高标准的礼貌和效率下才能建立好的公司形象.Three key points to enhance image:树立形象的三个要点The reception point / switchboard must be manned at all
8、times. Relief staff should be properly trained before they are scheduled. 接待/总机始终保持专业表现。替班员工上岗前必须要经过培训。 The reception point should be attractive. It may be simply furnished and must be clean. Floral arrangement will make an enormous improvement. 接待处要有吸引力。它可以有简单的设备并且干净。摆放鲜花会有很大的改观。 Lastly, the best i
9、mage created by pleasant, friendly and efficient action on the staff. 最后，建立最好的形象的方法是靠员工的热情，友好和高效的工作行为。 电话技巧&Good techniques pave the way for effective communication between our callers and between ourselves and those who receive our calls.电话技巧是我们同打电话人之间以及我们自己同接听我们电话的人之间有效沟通的铺垫。&Techniques save time and bother, and help us to achieve the aim behind the telephone call.电话技巧可以节省时间和免受干扰并且可以帮助我们达到目标。&Bad techniques cause irritation, lose busine
