酒店总机服务规范用语

1、.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/ma

2、dam，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

3、。 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

4、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

5、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

6、 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

7、 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 t

8、elephone 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