《前厅部前台岗位技能培训标准国际星级酒店宾馆手册 RM-FO-GS-01-06 Telephone Etiquette电话礼仪.doc》由会员分享，可在线阅读，更多相关《前厅部前台岗位技能培训标准国际星级酒店宾馆手册 RM-FO-GS-01-06 Telephone Etiquette电话礼仪.doc（2页珍藏版）》请在taowenge.com淘文阁网|工程机械CAD图纸|机械工程制图|CAD装配图下载|SolidWorks_CaTia_CAD_UG_PROE_设计图分享下载上搜索。
1、LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM-FO-GS-01-06Effective Date:Division:RoomsRevised Date:Section:Front OfficePrepared by : Approved by:_SUBJECT:Telephone Etiquette 电话礼仪_OBJECTIVE目的：To ensure Front Office ambassadors will use professional telephone etiquette at all times, according to rena
2、issance brand standard.确保每一位前厅部大使严格执行万丽酒店电话礼仪标准要求。POLICY政策：All Front Office ambassadors will promote and enhancing the professional Renaissance image and first impression of the hotel to all callers.前厅部所有员工必须让致电客人感受到万丽酒店的专业化态度，并留下美好的第一印象。PROCEDURES 程序： 1. Answer all calls promptly within 20 seconds,
3、 using the appropriate greeting.在电话铃响二十秒内迅速接听电话，使用标准电话问候语。2. When answering a call, pause briefly before speaking.回答电话前，先做一停顿。3. Speak into the telephone mouthpiece or receiver.讲话时对准电话的话筒4. Speak clear and slowly, and maintain friendly tone and pitch.语音清晰、语速适当、语调友好自然。5. Listens carefully to the call
4、ers request-DO NOT interrupt. Repeat back to the caller to confirm understanding.仔细聆听，不要打断客人说话。向客人重复信息以确保理解正确。6. Use guest name where 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 computer system or pr
5、inted guest list to confirm guest name where necessary).尽量使用客人姓名，如果不知道，则使用“先生”或“女士”来称呼。(如果是从客房内或酒店分机打来，可在电话机来电显示屏上显示出来。可使用电脑系统的查询功能或住店客人报表查询客人信息)7. Use correct, professional language at all times, including “Yes” or and “Certainly”. “OK” or “yeah” is not acceptable language in responding to a caller
6、. Avoid jargon or slang words.任何时候都应使用正确、专业的用语，如“是的”或“当然可以”。不应向客人使用“好的”等非正式用语以及俚语。8. Where the call is interrupted for any reason, including searching 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, en
7、quire if they would prefer to be contacted back, and take appropriate details.如与客人的通话需要被中断，如需寻找另一位客人，必须先征得客人同意再将通话客人状态置于保持键。如客人不愿等候则征询客人是否接受回电，之后纪录详细信息。9. Never chew or drink when on the telephone.接听电话时不可咀嚼口香糖或喝水。10. Close the call thanking the caller.在结束与客人的通话前需感谢客人。11. Allow the caller to hang up the telephone first.请客人先挂断电话。12. Use hotel standard to answer the telephone.使用酒店标准用语回答客人电话Reviewed by : Approved by: _ Division Head General Manager2