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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: Processing Busy LinesCode: RM-RES-A080任务：电话占线的处理程序序号： RM-RES-A080Standard:When an extension is engaged or busy, the Reservation Sales Agent will advise the caller accordingly. The caller will always be offered the options of waiting for the extension to become available or
3、 leaving a message.标 准任何情况下某分机占线时，预订部销售文员都应告诉对方。无论何时都要提供给致电者选择在分线上等待或留言的权利。 Procedure:1. When transferring a call to an extension number, Reservation Sales Agents will monitor the call transfer. If the destination is identified by the tone as busy or engaged, the Reservation Sales Agent will cancel
4、the transfer, return to the caller and advise - XXs extension is currently busy. Would you prefer to hold or may I take a message for you? 2. When a line is busy, NEVER TELL a caller to call back later.3. If a caller chooses to wait, place call on hold. Return to call every 1 minute and advise the c
5、aller, I am trying again for you, Sir/Madam.” Repeat transfer process and listen for ringing tone. If the line is still busy, advise the caller, xxs extension is still busy. Would you still want to hold? If the answer is yes, repeat procedure and make sure the caller on hold is monitored constantly.
6、4. If a caller prefers not to hold, offer to take a message. Ensure all details are taken and recorded accurately. (Refer to procedure of taking messages.)5. If caller prefers to call back later, DO NOT give out room number or extension. (e.g. What room number is he in so I can call later? - -Polite
7、ly advise the caller that to protect privacy, we are not authorized to advise room number. You would be pleased to connect him when he calls again).6. Thank caller for calling/waiting. Thank you for waiting. I am transferring you to xx now or Thank you for calling. I will pass your message to xx . 7
8、. Allow the caller to hang up first before terminating the call.程 序：1.当转接一分机或房内电话时，预订部销售文员应密切注意转接情况。如果电话那端确定为忙音时，预订部销售文员要中止转送，将电话转回来并建议说：”XX的分机现在占线您愿意等一会儿还是留言呢？”2.如果线路占线，绝对不可以叫致电者回头再打来。3.如果致电者选择等待，就将电话放至在等待的状态上。每一分钟就接回来并建议说：“再为您试一下。”重复转送并注意听铃声,如果仍然占线，建议对方：“XX的分机仍然占线。您还要等吗？”如果答案依旧，就重复以上程序，同时要确保持续关注在等候的客人。4.如果对方不愿意等待，就提供留言服务。确保所有的细节都被正确地记录下来。(参考留言程序)5.如果对方想要再打来，勿泄露房号或分机号。(例如“他的房号是多少，我好再打过来。有礼貌地告诉对方为了保护客人的隐私，我们无权说出房间号码；，并且当他再打来时我们很愿意为他转接。)6.谢谢客人来电/等候。“谢谢您的等候。现在为您转到XX或者说：“谢谢您的来电。我会把您的留言交给XX。”7.让对方先挂机，然后再结束电话。-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