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1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front Office JOB TITLE职务: ReceptionistTASK NO任务编号: 02TASK: Telephone Skill Standards (page 1 of 2)EQUIPMENT REQUIRED设备要求:WHAT TO DO要做什么HOW TO DO如何去
2、做WHY为什么1. Be ready2.Greeting and offer assistanceto guest.3.Your voice.4.Listen attentively 5. Repeat 6. Never say “ No” to the guest 7. When guest pass by counterreceptionist was on the phone.Sit straight and pay attention to caller.Always have pen and action form to take down the notes.Put a smile
3、 into your voice.Answer the call within 3 rings “ Good morning, Sofitel Plaza Xiamen, How may I help you?” (External) or “ Good morning, this is Penny from Front Desk, May I help you?”(Internal)Speaking and using your natural tone.Speak clearly and use simple language, avoid slang.Speak normally and
4、 in an appropriate pace.Never rush or speak fast.To be patient, dont try to interrupt the caller. Take down notes on action form to follow up.Always repeat the callers request. “ Mr. Wang, may I repeat for you? You would like to .”We should try the best to help our guests. Always keep eye contact an
5、d smile to guest even you are on the phone. Let the caller feel our hospitalitythrough the phone.Keep the high standard for caring the image of the hotel.Sofitel standard.Let your voice indicate consistency create an image of friendliness and sincere.Guest cannot understand.It is one of the ways to
6、respect our guests. To avoid misunderstanding. High level of service. Respecting the guest alwaysPREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理SIGNATURE/DATE签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期DEPARTMENT部门: Front Office JOB TITLE职务: ReceptionistTASK NO任务编号: 02TASK: Telephone S
7、kill Standards (page 2 of 2)EQUIPMENT REQUIRED设备要求:WHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么8.Use magic words 9.Never argue with the caller10.Hold11.Transfer the call12.End of call“ Thank you, please, my pleasure.” Dont raise your voice.Inform the caller that you are going to hold the call for a whi
8、le and explain to caller of reason for putting hold.“ Would you please wait a moment, Mr. Tan? Thank you.”Come back on the line every 30 seconds, dont hold the call at console over 30 seconds.If you have to transfer a call, explain to the caller WHY为什么 he is to be transferred. “ Mr. Tan, I am transf
9、erring your call to the xxx now, one moment please.”Be attentive to avoid dial the wrong number.“ Mr. Tan, I am connecting a call from Mr. Xxx to your line.Go ahead please.”Stay on the line until the connection has been made.Never forget to say: Thank you for your calling.” to the caller.“Thank you
10、for your calling, Mr./Ms. Xxx”Always hang the phone after the caller. Guest is always right.Respecting the caller by using the polite words and guest name.Ask permission and acknowledge callers response.Give the caller the impression that you havent forgotten about him.Let caller know what we are do
11、ing.Announce to receiving party the incoming call for receiver to greet the guest.Ensure the call has been transfer to the right person or DEPARTMENT部门.Showing our hospitality.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理SIGNATURE/DATE签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期-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