酒店前厅部预订管理程序手册-SP-RM-RES-A090 Taking Messages (v)电话留言

1、国际酒店前厅预订管理手册International Hotel Front Office reservation management manual酒店管理之家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 Approva

2、l: Zhang LeiDate: 总经理批准：日期：Task: Taking Messages Code: RM-RES-A090任务：电话留言序号： RM-RES-A090Standard:In all situations that a caller is unable to have their call connected to his/ her requested destination, Reservation Sales Agent will offer to take a message. All messages will be recorded accurately an

3、d delivered within 10 minutes.标准如来电所找的人不在时，预订部销售文员应准确无误记录来电内容，并在 10分钟内将留言单交给相关人员。 Procedure:If the required person is busy or does not answer, and the caller want to contact required person directly, Reservation Sales agent will offer to record a message to be delivered I am sorry (sir/madam) XX is

4、not in the office/room. Would you prefer to leave a voice message or may I take a message for you?If a caller wishes to leave a message, obtain the following information:Name of guest / recipient Name of callerTelephone number contact Company nameMessage content Record all information accurately on

5、the correct message form.Repeat all details of message back to caller, including telephone contact number and message text to ensure accuracy.Record the date and time on the message and sign your name clearly.Ensure handwriting is legible and spelling is correct.Inform front office in order to prepare printed message for guests.程序：如客人所找的同事电话正忙或无人应答时，应先提供帮助，如客人要求与本人直接联络，预订部销售文员应书面留言并将留言单交给相关人员。如“对不起，XX先生/女士。XX现在不在，我能为您留言吗？” 电话留言应记录以下内容：回电者姓名 来电者姓名 回电号码 来电者公司名称 留言具体内容 按照正确的留言形式准确地记录电话内容。 为确保信息无误，向来电者重复电话留言细节包括回复电话号码以及 具体留言内容。 留下日期、时间及记录者姓名。 确保笔迹