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1、国际酒店前厅预订管理手册International Hotel Front Office reservation management manual国际酒店预订操作程序手册Operating procedures manual for international hotel reservationStandard & Procedure国际酒店管理程序标准操作程序手册SOPPosition: Reservations Sales Agent职位：预订部销售文员Department:Front Office/ Reservation 部门：前厅部/预订部部门经理：GM Approval: Zha
2、ng LeiDate: 总经理批准：日期：Task: Answering TelephonesCode: RM-RES-D010任务：接听电话序号： RM-RES-D010Standard:Reservation sales agents will handle telephone calls by following S.G.S.S. standards.1. All telephone calls will be responded within 3 rings, in an audible, suitable, clear and professional manner.2. In-co
3、ming telephone calls will be responded with the proper greetings.3. Reservation lines will be attended at all times between 8:00am and 7:00pm. 标准：预订部销售文员要按照喜来登宾客满意计划标准来接听每一各电话：1. 所有电话应在三声内以音量适宜，速度适当，清晰，专业的方式接听。2. 打进来的电话要以适当的方式来回答。3. 预订部在从早上8：00至晚上7：00都会有人接听电话。Procedures:Standard Greeting:1. When the
4、 telephone rings, pause briefly and ensure pen and paper are ready to take notes and details regarding the conversation.2. Speak into the telephone mouthpiece.3. In-coming telephone calls on a Direct Line will be responded with the Greeting “Four Points by at Your Service”.4. In-coming telephone cal
5、ls on a Hotel Extension will be responded with the Greeting “Reservation Sales at Your Service”.5. Speak clearly and slowly to ensure the caller is able to understand.6. If the line is not clear, explain to the caller, and ask if you can call him/her back to achieve a clearer line. Make sure it is d
6、one within 5 minutes.7. S.G.S.S. standards will be exercised at all times.程序：标准问候：1. 当电话铃响时，稍做停顿，确保准备好纸笔以便在与客人讲话时作充分记录。2. 讲话时要对着话筒。3. 直线电话的回答标准是: “您好，国际酒店管理程序”。4. 内线电话的回答标准是:“您好，预订部”5. 讲话时速度要适中，吐字要清晰使接听者能听清楚。6. 如果线路不好，向来电者解释我们给他打回去以使线路清晰，并保证一定在5分钟之内打回去。7. 在整个过程中，要随时使用福朋喜来登对客服务满意标准。-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP酒店管理之家