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1、,TRAINING ACADEMY,ROOM SERVICE MODULE “How to answer an Incoming Call” F&B SERIVCE 03-13,Introduction（前言）,In Room Service the Telephone Skill is especially important as most of the communications with the Guest is via the telephone. 在送餐部电话技巧显得尤为重要， 因为大多数沟通皆是通过电话来完成的。,wow,This forms the base for a 这一
2、切源自,Introduction (前言),experience at Hyatt Regency Dongguan. 莅临东莞松山湖凯悦酒店的独特体验,Introduction（前言）,By the end of this Session, our Objective is to ensure that you have learned “How to answer an Incoming Call” with Confidence, and according to our Defined standards. 在本次课程的结尾，我们的目标 是确保你能按照我们讲授的标准学会“如何接听来电”
3、 Any Questions? 有什么问题吗？,1. Lift handset （拿起听筒）,When do we answer the Telephone? 什么时候我们接听电话？ Within 3 rings 在三次铃声内 Where should the mouthpiece be? 话筒应该在怎样的位置？ 3 cm away from mouth 在离嘴巴三厘米远处,2. Answering the Phone（应答电话）,What do we need to say? 我们应该讲什么？ “您好,Room Service, may I help you?” How do we answ
4、er the Phone? 如何应答电话？ In a cheerful and warm manner, with a smile 以愉悦、亲和的声音，保持微笑 Speak clearly and slowly 讲话清晰，语速适中,3. Check display panel （确认显示屏）,What do we need to check? 我们需要确认什么？ Name of guest and Room Number where applicable 客人的姓名和房间号码（如果有的话）,4. Listen to the Caller（倾听来电者）,How do we listen to t
5、he Caller? 我们如何倾听来电者？ Attentively 专注的 Focus on the Caller 注意来电者 Avoid interrupting 避免打断来电者 Use single words or short phrases to indicate presence and attention. E.g. “Yes and “I understand!” 用一个单词或简短的句子你表明你的存在和关注。 例如：“是”，“我明白”,4. Listen to the Caller（倾听来电者）,What magic words and phrases should we rem
6、ember? 我们需要记住的魔力词汇和句型 Thank you 谢谢 May I 我可以 I am sorry 很抱歉 Please 请 You are welcome 不客气,5. Repeat the request（重复客人的要求）,Why do we need to repeat the request? 为什么我们要重复客人的要求？ To ensure that we have an understanding of the Caller 确保我们理解来电者 To ensure that order is taken correctly 确保点单的正确性 To avoid wrong
7、 order 避免错误的点单,6. End call（结束通话）,What do we need to say? 我们应如何讲？ “Mr. / Mrs _. Thank you for calling room service. Have a pleasant Day / Evening” 谢谢您的来电， _先生/小姐。祝您愉快。,7. Replace handset（挂电话）,How do we replace the handset? 我们如何挂电话? Gently 轻轻地 When do we replace the handset? 什么时候挂电话？ Replace handset o
8、nly after caller has done so 一定在客人挂电话之后,Checking the Standard（检查标准）,Q: When do we answer the Telephone? 什么时候我们接听电话？ Q: Where should the mouthpiece be? 话筒应该在怎样的位置？ Q: What do we need to say? 接电话时我们应该讲什么？ Q: How do we answer the Phone? 如何应答电话？ Q: What do we need to check? 在显示屏上我们需要确认什么？ Q: How do we l
9、isten to Caller? 我们如何倾听来电者？,Checking the Standard（检查标准）,Q: What magic words and phrases should we remember? 我们需要记住的魔力词汇和句型 Q: Why do we need to repeat the request? 为什么我们要重复客人的要求？ Q: What do we need to say? 结束通话时我们应如何讲？ Q: How do we replace the handset? 我们如何挂电话? Q: When do we replace the handset? 什么时候挂电话？,Any Questions?,
