酒店接听电话标准ppt课件.ppt

金沙大酒店Kingsahotel,1,酒店话务员接进电话HotelTelephoneOperatorIn-comingcalls,2,店内客人/内线电话In-housecalls/InternalCalls,早上好,XX谢谢您的来电,我是话务员XXX,请问有什么可以帮您.Goodmorning/Afternoon/Evening.ThankyouforcallingTelephoneOperator.XXXspeaking.HowmayIhelpyou.,3,转接电话Whentransferringcalls,请稍等,我现在为您转接.Onemomentplease,Iwillputyouthrough.,4,问讯电话Whenpeopleaskforinformation,当然可以,先生/女士(回答客人问讯)Certainly,Sir/Madam(Givetherequestedinformation)Certainly,Mr./Ms.(Givetheinformation)in-houseguest.,5,当您需要回复客人时Whenyouneedtocallaguestback,我能稍后给您回复吗.MayIcallyoubackinXXminutes.(Statetime),6,当您询问客人的姓名拼写时Whenyouneedtohavethecallerspellhis/hername,请问您的名字是怎样拼写?Howdoyouspellthesurname?,7,当您请客人稍候时Whenyouneedtoputsomeoneonhold,先生/女士请您稍等或者我稍后给您回复好吗(给客人解释为什么需要他等候,)(当把电话接过来时,)感谢客人的等候Mr./Ms.WouldyoumindholdingforamomentormayIcallyoubackin.(statetime)?(Explainwhyyouneedtoputthecalleronholdandwaitforconfirmation).(andwhenyoucomeback).ThankyouforholdingMr./Ms,8,当您无法为客人提供确定信息时Whenyouneedtogiveinformationnotreadilyavailable,我会立刻为您查询,我稍后给您回复好吗?IwillfindoutforyouandmayIcallyoubackin.(statetime),please?,9,当客人向您致谢时Whensomeonethanksyou,不用客气,先生/女士.我很荣兴为您服务我很乐意为您效劳.YourewelcomeMr./MsSir/Madam.ItsmypleasureImgladtobeofassistance.,10,当您接到投诉电话时Whenhandlingacomplaintcall,先生/女士，我非常报歉，我让客户关系经理立刻给您回复好吗？Iamterriblysorrytohearthat.CouldIhaveourGuestRelationManagercallyoubackrightaway?Mr./Ms.,11,NewYearStandardTelephonePhrase新年电话问候语标准,12,AttachedpleasefindtheaboveNewYearStandardTelephonePhraseforyouraction.TheDetailsareasbelow:以下是新年期间的电话问候语，请参阅。,13,NewYearStandardTelephonePhrase2005新年期间电话问候语From01January2005,Tuesdayat00:00hrsto2January2005,Wednesdayat24:00hrs2005年1月1日（星期二）凌晨0点至2005年1月2日（星期三）子夜24点,14,OthersDepartment其他部门,InternalCalls其他部门内部电话HappyNewYear，Thankyouforcalling(NameofDepartment部门名称）XXSpeaking(yourname),HowmayIhelpyou?新年好，XX部，,15,Reservation预订部,Outsidecall预订部接入电话HappyNewYear，ThankyouforcallingSmile&NaturalInternationalHotel,HowmayIhelpyou?新年好，九江远洲国际大酒店.,16,Reservation预订部,InternalCalls预订部内部电话HappyNewYear，ThankyouforcallingRESERVATIONS.XXSpeaking(yourname),HowmayIhelpyou?新年好，预订部。,17,Operator总机,Outsidecalls总机接入电话HappyNewYear,ThankyouforcallingSmile&NaturalInternationalHotel,HowmayIhelpyou?新年好，九江远洲国际大酒店。,18,AssistantManager大堂副经理,InternalCalls大堂副经理内部电话HappyNewYear,ThankyouforcallingASSISTANTMANAGERXXSpeaking.(yourname)HowmayIhelpyou?新年好，大堂副经理,19,BusinessCenter商务中心,InternalCalls商务中心内部电话HappyNewYear,ThankyouforcallingBUSINESSCENTER.XXSpeaking(yourname)HowmayIhelpyou?新年好，商务中心。,20,Concierge礼宾部,InternalCalls礼宾部内部电话HappyNewYear，ThankyouforcallingCONCIERGE.XXSpeaking(yourname)HowmayIhelpyou?新年好，礼宾部。,21,FrontDesk前台,InternalCalls前台内部电话HappyNewYear，ThankyouforcallingFrontDesk.XXSpeaking(yourname)HowmayIhelpyou?新年好，前台。,22,Spa健身中心,InternalCalls健身中心内部电话HappyNewYear,ThankyouforcallingXXSpa.XXSpeaking(yourname)HowmayIhelpyou?新年好，XX健身中心,23,Boutique礼品店,InternalCalls礼品店内部电话HappyNewYear,ThankyouforcallingBoutique.XXSpeaking(yourname)HowmayIhelpyou?新年好，礼品店,24,ExecutiveLounge行政酒廊,InternalCalls行政酒廊内部电话HappyNewYear,ThankyouforcallingExecutiveLounge.XXSpeaking(yourname)HowmayIhelpyou?新年好，行政酒廊,25,Housekeeping管家部,InternalCalls管家部内部电话HappyNewYear,ThankyouforcallingHousekeepin