酒店总机服务规范用语.doc

_总机服务规范用语一 接外线电话（ANSWER OUTSIDE LINE）1 招呼语（Greeting）Good morning/afternoon/evening CSLAND RESPORT&SPA SUZHOU早上好/下午好/晚上好，苏州阳澄湖置地大酒店2 电话占线（The line is busy）I am sorry the line is busy now，Could you try again later？（Would you like to leave a message）对不起电话占线，请您稍候再拨好吗？（请问您要留言吗？）3 请对方稍等（Waiting）Yes sir/madam，wait a moment please。好的，先生/女士，请您稍等。I am sorry the line is still busy，Would you like to wait another moment？对不起电话还在占线，请问您还要稍等吗？4 听不清/线路不清（Unclear）I am sorry ，I can not hear you clearly, Where do you want to call ?Pardon please?对不起，线路不清，请您大声一点好吗？5 受话者不在（No answer）I am sorry ，There is nobody answer。 Would you like to leave a message？对不起，电话没人接，请问您是否需要留言？Yes ，sir/madam ，I will connect you to the information desk for the message。好的，请您稍等，我帮您转到询问处好吗？6 打错电话（Wrong number）I am sorry ，We do not have this number 。Do you call CSLAND RESPORT&SPA SUZHOU？（Would you tell me what number you are calling）对不起，我们没有这个号码，请问您是要苏州阳澄湖度假酒店吗？（请问您打的号码是什么？）7 接通电话（Connecting）Mr. /Ms XX 。The line is through 。Go ahead, please.XX小姐，电话接通，请讲。8 强插（Busy verify）Excuse me ，This is operator ，RoomXXXX，You have a long distance call ，From XXXX ，Would you like to take it now？All right ，Hang up ,Please.I am sorry to disturb you 。对不起，打扰您一下，我是总机，XXXX房，您有一个XX长途电话找您，请问您是否接听？好的，请挂断电话稍等。对不起，打扰您了.9 没有外线（Limited line）I am sorry ，The Extension can not be put in any outside line，This is our hotels regulation.对不起，此分机没有外线功能，电话不能转进去，这是我们酒店的规定.10 留言（Message）May I have your name please？请问您贵姓？May I have the guest name please？请问您找的客人姓名？Could you tell me the guest room number？请问客人的房间号码是什么？Could you tell me your telephone number？请问您的电话号码是多少？Could you tell me the message？请问您的留言是什么？May I repeat it for you？我给您重复一遍好吗？二 接内线电话（Answer internal calls）1 打招呼（Greeting）Good morning/afternoon/evening，operator。早上好/下午好/晚上好，总机。2 查询号码（Inquiring telephone number）Yes，sir/madam ，Hang up ，Please。I will call you back when I find out the number。好的，先生/女士，请您先挂断电话稍等，我查到后立即通知您。I am sorry to have kept you waiting，The telephone number is XX对不起，让您久等了，XX的电话号码是XX3 问拨长途（Inquiring long distance calls）DDD calls ，please dial “9”first，Then dial the area code and the telephone number。IDD calls ，Please dial“9”first，then dial “00”，country code ,city code and the telephone number.打国内长途，请您先拨“9”，然后拨区号和电话号码。打国际长途，请您先拨“9”，然后拨“00”，国家代码，城市区号和电话号码。4 房间拨房间（Room to room calls）Room to room ，Please dial“7”first房间拨房间，请您先拨“7”5 叫醒服务（Wake-up call）Good morning/afternoon/evening，This is your wake up call at XX。Have a nice day。VIP：It is XX today ，Temperature is XXXX degree centigrade早上好/下午好/晚上好，这是您XX 点钟的叫醒时间，祝您愉快贵宾：今天的天气XXXX，温度XXXX6传呼（Raging）（Internal ）Yes ，sir/madam，Hang up please ，I will page line for you at once（内线）好的，请您挂机稍等，我马上帮您传呼。（Outside）May I have your name？