索菲特酒店预定操作流程.doc

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Reservation 预定1.0GREETING 问候1.1 Phone answered within 3 rings 电话铃响3声内须有应答What: Number of rings before the incoming call is answered内容：来电应答前的铃响次数How: Incoming call to be answered within 3 rings by the switchboard operator or answering machine. 方法：来电须在铃响3声内由总机接起或有自动机器的应答声When: From the time the caller is connected to the hotel telephone exchange.时间：从来电者的电话接通酒店总机起Why: Waiting time on the telephone forms part of the customers first impression of the hotel原因：电话的等候时间是顾客对酒店第一印象的组成部分Exceptions: None.例外：无1.2 Switchboard operator offered greeting 总机接线员的问候What: Offers the appropriate greeting according to the time of day内容：根据每天的时间给出恰当的问候How: Greeting must include a salutation (Good Morning/Afternoon/Evening), the hotel name & the operators name and offer of assistance. All elements must be present in the greeting.方法：问候须包括打招呼（早上好/下午好/晚上好），酒店名称，接线员的名字和提供的帮助。基本要点为问候须用现在时Example of greeting: 问候举例：“Good Morning, Sofitel Y, John Speaking”早上好，索菲特 Y，我是约翰Examples to offer assistance 提供帮助的例子： “How may I help you?”“请问有什么我能帮到您的吗？” “How can I direct your call?”“请问我能帮您转去哪里？”When: At the beginning of the call the switchboard operator should be the first to speak.时间：通话开始之际- 总机接线员须先应答Why: The greeting sets the tone for the call. Mentioning the hotel name reassures the guest they have called the correct hotel. Offering a name gives a personal touch. 原因：问候确定通话的基调。提及饭店的名称可使客人确信电话打到了正确的饭店。提供本人名字给人以亲切感。Exceptions: Will not apply if hotel has an automatic menu option to connect to Reservation upon the call being answered. If the call is made in English but the hotel greeting is in local language, the caller should at minimum clearly identify the hotel name. If the hotel name cannot be identified than this criterion will be scored NO.例外：此条不适用于拥有自动连接预定应答体系的酒店。如果来电为英语，但酒店的问候为当地语言的，应最低限度地保证来电者清楚酒店的名称。 如果酒店的名称无法让人明白，那么这条标准的得分为零。1.3 Phone answered within 3 rings by reservation sales agent 电话铃响3声内预定员须有应答What: Number of rings before the reservation sales agent answers the telephone.内容：预定员回应来电前的铃声数量How: Incoming call to be answered within 3 rings by the reservations sales agent. 方法：来电须在铃响3声内有预定员的应答声When: After call is transferred to the reservations department.时间：在来电转到预定部之际Why: Waiting time on the telephone forms part of the customers first impression of the reservation department原因：来电的等候时间是顾客对预定部第一印象的组成部分Exceptions: Will not apply if the staff member who answered the main telephone line also takes the booking. If the caller has to listen to a recording before speaking to the reservation agent, this should not last more than 20 seconds. The agent has to answer the phone within 20 seconds of music equivalent to 3 rings.例外：如果总机接线生同时也负责预定，则此条不适用。如果来电者在与预定部通话前须听等候音乐，不应该持续超过 20 秒。 预定员必须在 20 秒音乐内即相当于电话铃响3声内应答。1.4 Reservation sales agent offered greeting预定员的问候 What: Offers the appropriate greeting according to the time of day内容：根据每天的时间给出恰当的问候How: Greeting must include a salutation (Good Morning/Afternoon/Evening), the name of department (e.g. Reservations), the reservation sales agents name and offer of assistance. All elements must be present in the greeting.方法：问候须包括打招呼（早上好/下午好/晚上好），部门名称（例：预定部），预定员的名字和提供的帮助。基本要点为问候须用现在时Example of greeting: 问候举例：“Good Morning, Reservations, Lisa Speaking”早上好，预定，我是莉萨Examples to offer assistance 提供帮助的事例： “How may I help you?” “请问有什么我能帮到您的吗？” “How can I assist you?”“请问有什么我可以协助您做的？”“What can I do for you today?”“今天我能为您做什么呢？” Once the question is asked they listen attentively to what the customer is saying一旦问完，预定员随即专心聆听顾客When: At the beginning of the call the reservation sales agent should be the first to speak.时间：开始通话之际- 预定员须首先说话Why: The greeting is the first step in building rapport with the caller. Mentioning the hotel department reassures the customer they have been transferred to the correct hotel department. Offering a name gives a personal touch. The last question offering to assist gives the caller the opportunity to open the conversation. This question displays an openness and willingness to help.原因：问候是与来电者建立和谐关系的第一步。提及酒店部门的名称可使客人确信被转到了正确的部门。提供本人名字给人以亲切感。最后提供帮助的问询则给予来电者进行交谈的机会，它显示出提供帮助的坦诚性及意愿。Exceptions: Will not apply if the staff member who answered the main telephone line also takes the booking and has already greeted the caller. If the call is made in English but the hotel greeting is in local language, the caller should at minimum clearly identify the hotel name. If the hotel name cannot be identified than this criterion will be scored NO.例外：如果员工既做接线生同时也做预定员，因已问候过来电者，则此条不适用。如果来电为英语，但酒店的问候为当地语言，应最低限度地保证来电者清楚酒店的名称。 如果酒店的名称无法让人明白，那么这条标准得分为零。 1.5 The call is handled within 1 transfer maximum 来电最多只能转接一次What: How many persons does the caller have to speak to in order to make a reservation.内容：来电者要跟多少人通话方能做预定When: After the transfer from the operator to a reservation agent, the line should not be transferred again. 时间：总机接线员将电话转到预定部后，电话不应再次转接。Why: In order for the caller to know he is speaking to the right person and to be confident about his booking and the professionalism of the reservation department.原因：以使来电者知道他正跟正确的人通话并对预定有信心、同时感受预定部的专业性。 Exceptions: None例外：无 2.0IDENTIFYING NEEDS 确定需求2.1Identified the callers name 确认来电者的姓名What: Identify the name of the caller内容：确认来电者的姓名How: Reservation sales agent by asking: 方法：预定员应问：If I may just ask for a few details, so that I will be able to recommend the best option for you? May I start with your name?“假如我知道一定的细节，我就可以给您推荐最好的选择。我可以先从您的姓名开始吗？”“May I have your name please?”“请问您的姓名是？”“May I know who I am speaking to?”“请问您怎么称呼？”Identify the spelling with phonetics if the name is not very common.如果姓名不常见，应确定拼写和发音 When: Request the customer name early in the call e.g. soon after offering to assist时间：尽早知道顾客姓名。例如：在提供帮助后立刻就问。Why: To allow the reservation sales agent to quickly personalise the conversation, by addressing the customer by his or her name. Assists in establishing a rapport with the customer. To identify the person making the booking.原因：称呼顾客的姓名可使预定员快速地进行个性化的交谈，有助于与顾客建立和谐的关系。并确定做预定的人是谁。 Exceptions: None例外：无 2.2Asked if the booking is for the caller 明确预定是否给来电者本人What: Check if the caller will be the guest or is making the booking on behalf of someone (e.g. his/her boss)内容：核对是来电者本人入住，还是为其他人做的预定（例：为他/她的上司）How: Reservation sales agent by asking: “Is this booking for yourself?”方法：预定员应问：“是为您自己做的预定吗?”When: Right after asking for the callers name.时间：知道客人姓名后Why: To know how to handle the rest of the call if the caller is not the guest. 原因：假如来电者不是为本人做预定，知道接下来如何处理本次预定电话。Exceptions: None 例外：无