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1、STANDARD OPERATING PROCEDURES 标 准 操 作 程 序 OPERATOR 总机SOP CODE:编号OP.1SECTION:分部门 DATE ISSUE:生效日 Page 1 of 5PREPARED BY:制定 APPROVED BY:审批TASK 任务TELEPHONE SKILL STANDARDS 电话技巧WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOBe Prepare准备Be pleasant愉快Greeting and offer assistance问候Sit straight and pay a
2、ttention to the screen of the console.在电话台前坐直，随时准备接听电话Always have the pen and paper ready to take down the notes.面前准备纸和笔，准备记录Put a smile into your voice.Answer the call within 3 rings. Answer calls promptly and in a pleasant tone.所有电话应在三声振铃内用清晰礼貌的声音接听，接电话时声音要愉快和真诚With external call: Ni Hao, XX Hotel
3、, May I help you?With internal call: Ni Hao, Operator, XX speaking , May I help you?Let the caller feel our hospitality through the phone.Keep the high standard for caring the image of the hotel.To create a good impression.切记你代表酒店，通过电话让客人感受到你的真诚和专业的服务STANDARD OPERATING PROCEDURES 标 准 操 作 程 序OPERATOR
4、 总机SOP CODE:编号OP.1SECTION:分部门DATE ISSUE:生效日 Page 2 of 5PREPARED BY:制定 APPROVED BY:审批TASK 任务TELEPHONE SKILL STANDARDS 电话技巧WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOYour Voice声音Listen attentively 仔细聆听外线：您好，XX Hotel, May I help you?内线: 您好，Operator, xx speaking, May I help you?Use caller name if
5、 possible.如果可能，称呼客人姓名Speaking and using your natural tone. Speak clearly and use simple language, avoid slang.Speak directly into the mouth piece.Speak normally and in an appropriate pace. Never rush or speak fast.使用自然的声音，语言清晰，简练，避免使用酒店专业用语。语速适中，不要让客人感受到你在赶时间Be patient , do not try to interrupt the
6、caller.Take down some notes. 仔细聆听，不要打断客人，作必要记录Let your voice indicate consistency create an image of friendliness and sincere.通过你的声音使人感受到友好和真诚People will not understand what you talk about.使客人能够理解你所讲的内容It is one of the way to respect our guests.尊重客人STANDARD OPERATING PROCEDURES 标 准 操 作 程 序OPERATOR 总
7、机SOP CODE:编号OP.1SECTION:分部门DATE ISSUE:生效日 Page 3 of 5PREPARED BY:制定 APPROVED BY:审批TASK 任务TELEPHONE SKILL STANDARDS 电话技巧WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DORepeat重复Never say No” to the guest不要对客人说 “ 不 “Use Magic words使用魔力语言Never argue with the caller不要与客人争执Always try to repeat the calle
8、r request.重复客人要求We should try the best to help our guest. 我们应该尽力帮助客人e.g. Thank you, Please, My pleasure.如：谢谢,请,不客气等。Do not raise your voice.不要抬高音调If the guest is unruly, try to handle with nice way. If can not , please refer him to your supervisor and inform supervisor of what has happened.如果不能处理，将经
9、过告知主管后，由主管来处理To avoid misunderstanding.避免误解High Level of service.高标准服务Respecting the caller by use the polite words and guest name.使用礼貌用语，称呼客人姓名STANDARD OPERATING PROCEDURES 标 准 操 作 程 序OPERATOR 总机SOP CODE:编号OP.1SECTION:分部门DATE ISSUE:生效日 Page 4 of 5PREPARED BY:制定 APPROVED BY:审批TASK 任务TELEPHONE SKILL
10、STANDARDS 电话技巧WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOHold等候Transfer the call转接电话Use the word Wait not holdInform the caller that you are going to hold the call for a while and explain to caller of reason for putting hold.Would you please wait, Mr. Tan, Thank you.Come back on the line ever
11、y 30 seconds, do not hold the call at console over 30 seconds.If you have to transfer a call, explain to the caller why he is to be transferred.提前告知将请客人等候，并说明原因Mr. Tan, I am transferring your call to the xxx now, one moment please.Be attentive to avoid dial the wrong number.Mr. Tan, I am connecting
12、a call from Mr. Xxx to your line.Go ahead please.Stay on the line until the connection has been made.告诉客人电话将被转接Respect the caller by use the polite words.使用礼貌语言尊重客人Ask permission and acknowledge caller response.Give the caller the impression that you have not forgotten about him.征求客人的同意。Announce to
13、receiving party the incoming call for receiver greet the guest.将客人姓名和事由转告给电话转接去的部门Ensure the call has been transfer to the right person or department.Showing our Asia hospitality.Respecting the caller it shows our courtesy.STANDARD OPERATING PROCEDURES 标 准 操 作 程 序 OPERATOR 总机SOP CODE:编号OP.1SECTION:分
14、部门DATE ISSUE:生效日 Page 5 of 5PREPARED BY:制定 APPROVED BY:审批TASK 任务TELEPHONE SKILL STANDARDS 电话技巧WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOEnd of call结束Never forget to say: Thank you for calling to the caller.Always hang the phone after the caller.结束时，感谢客人。客人挂机后，再挂机确保电话被转接到正确的部门和人员STANDARD OPER
15、ATING PROCEDURES 标 准 操 作 程 序OPERATOR 总机SOP CODE:编号OP.2SECTION:分部门DATE ISSUE:生效日 Page 1 of 3PREPARED BY:制定 APPROVED BY:审批TASK 任务TELEPHONE ANSWERING STANDARD 电话接听标准WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOAnswering outside calls外线电话Answering inside calls 内线电话-Operator are not to use their nam
16、es.-Use a greeting and full name of the hotel.-Offer assistanceNi Hao, XX Hotel. May I help you?”外线电话接听标准：您好，XX Hotel.May I help you?Listen carefully to the callers request and take some notes if possible.仔细聆听，作必要纪录Connect the call by acknowledge the end of the conversation with your action and a co
17、urtesy by saying:One moment please, thank you for calling.为客人接通电话，最后感谢客人致电。-Standard greeting-Identify yourselfBe sure the connection is made after you completing your sentence shows our courtesy and respect.确保对话结束后，为客人接通电话Respecting the guest by address their name if we know.如果可能，尽量称呼客人的姓名表示对客人的尊重S
18、TANDARD OPERATING PROCEDURES 标 准 操 作 程 序OPERATOR 总机SOP CODE:编号OP.2SECTION:分部门DATE ISSUE:生效日 Page 2 of 3PREPARED BY:制定 APPROVED BY:审批TASK 任务TELEPHONE ANSWERING STANDARD 电话接听标准WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOAnswering ring back to console calls接听返回到总机工作台的电话For hotel guest:接听给住店客人的电话-
19、Give your name-Address caller by name -Offer assistanceNi Hao, operator, XX speaking, Mr. XX, May I help you?内线电话接听标准：您好，Operator, xx speaking, Mr.xx, May I help you?For a ring back to console call, the operator should always offer alternatives对于返回到工作台的电话，要为客人提供可以选择的建议Offer to leave a text message o
20、r a voice mail by saying:I am sorry, Sir. Mr. XX is not in the room now, would you like to leave a message to him.建议客人使用语音留言或为客人提供打印留言的服务Try our best to help our guest.尽量帮助客人STANDARD OPERATING PROCEDURES 标 准 操 作 程 序OPERATOR 总机SOP CODE:编号OP.2SECTION:分部门DATE ISSUE:生效日 Page 3 of 3PREPARED BY:制定 APPROVE
21、D BY:审批TASK 任务TELEPHONE ANSWERING STANDARD 电话接听标准WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOFor administrative staff:接听给管理层员工的电话Offer to locate someone else who could be of assistance.I am sorry, Mr. XX is not in his office. Do you want to talk to someone else, page or leave the message.询问是否可
22、以转接给同部门其他员工来提供帮助，如果有内部传呼机，使用传呼寻找，或提供留言服务Professional service. Do More for internal customer.提供专业服务为内部客人多做STANDARD OPERATING PROCEDURES 标 准 操 作 程 序OPERATOR 总机SOP CODE:编号OP.3SECTION:分部门DATE ISSUE:生效日 Page 1 of 3PREPARED BY:制定 APPROVED BY:审批TASK 任务HANDLING INCOMING CALLS FOR GUEST 处理客人打入电话WHAT TO DO /P
23、ROCEDURESHOW TO DO/ STANDARDWHY TO DOPreparation:准备Always concentrate on the work注意力集中Answering Internal calls:内线电话Pick up the incoming calls within 3 rings.三声振铃内接听电话Answering external calls:外线电话pick up the incoming calls within 3 ring.三声振铃内接听电话Sit straight and pay attention to the screen of the con
24、sole在工作台前注意力集中接听电话Look at the screen and determined whether the calls from guest room or other hotel extension and saying:Ni Hao, operator, XX speaking. Mr. XX. May I help you?Do not forget to use guest name.您好，Operator, xx speaking, Mr.xx, May I help you?称呼客人姓名Look at the screen and determined whet
25、her the calls from within the hotel or outside the hotel.Ni Hao, XX Hotel, May I help you?您好,XX Hotel, May I help you?STANDARD OPERATING PROCEDURES 标 准 操 作 程 序OPERATOR 总机SOP CODE:编号OP.3SECTION:分部门DATE ISSUE:生效日 Page 2 of 3PREPARED BY:制定 APPROVED BY:审批TASK 任务HANDLING INCOMING CALLS FOR GUEST 处理客人打入电话
26、WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOListen and clarify guest needs仔细聆听，确认客人要求Ask for who does the caller want to speak to if the caller only gives the room number 确认客人姓名Find the room number for the caller by checking with Fidelio system, if the caller only know the guest name.在系统中查找房号D
27、o not interrupt the caller and by saying: Yes Sir or Certainly Sir不要打断客人，仔细聆听，确认客人要求You can say: May I have the guest name, please?” 如果打电话的客人只说出住店客人房号，切记确认客人姓名Yes , you would like to speak to Mr. XX . Could you kindly spell his full name for me, Thank you.如果客人只提供客人姓名，在系统中根据客人姓名查找房号，必要时询问客人姓名的拼法If th
28、e caller ask room number of in house guest, never disclose the room number to the caller by saying: I am sorry. We are not allowed to disclose the room number, please check with the guest, thank you.如果来电者询问客人房号，请婉转回绝，对不起，我STANDARD OPERATING PROCEDURES 标 准 操 作 程 序OPERATOR 总机SOP CODE:编号OP.3SECTION:分部门
29、DATE ISSUE:生效日 Page 3 of 3PREPARED BY:制定 APPROVED BY:审批TASK 任务HANDLING INCOMING CALLS FOR GUEST 处理客人打入电话WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOConnecting the call转接电话End of the call 结束电话们不允许透露客人房号，请向客人查询，谢谢您。Tell the caller that you have got the room number and will transfer his call at o
30、nce:One moment please, Sir, thank you for calling.”告知来电者你正在给他转接电话Do not forget to say: Thank you for calling. At the end of the conversation.结束电话时，感谢客人来电Give our thanks to guest through phone for showing our Asian hospitality.通过电话表达我们的谢意STANDARD OPERATING PROCEDURES 标 准 操 作 程 序OPERATOR 总机SOP CODE:编号
31、OP.4SECTION:分部门DATE ISSUE:生效日 Page 1 of 2PREPARED BY:制定 APPROVED BY:审批TASK 任务HANDLING INCOMING CALLS FOR STAFF 处理打入的员工电话WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOAnswering应答Listen仔细聆听Explain to the caller解释Answer the call within 3 rings:-Smile 微笑-Greeting 问候-Identify 介绍-Offer assistance 提供帮助
32、-Speak at appropriate pace 语速适中Ni Hao, XX Hotel, May I help you?您好，XX Hotel, May I help you?三声振铃内接听电话Do not interrupt the caller.不要打断来电者I am sorry, Sir/Madam, Personal call can not be transferred during working time.员工工作期间不能接听私人电话By maintaining a high standard of telephone service, we are best able
33、to help our guests.保持高标准的服务水平Showing our courtesy.尊重STANDARD OPERATING PROCEDURES 标 准 操 作 程 序OPERATOR 总机SOP CODE:编号OP.4SECTION:分部门DATE ISSUE:生效日 Page 2 of 2PREPARED BY:制定 APPROVED BY:审批TASK 任务HANDLING INCOMING CALLS FOR STAFF处理打入的员工电话WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOIf it is a emerg
34、ency call for staff紧急情况Transfer the call to the relevant department head. May I transfer your call to the department head.如果是紧急情况，转接到部门经理处Flexibility and caring people.灵活，亲切STANDARD OPERATING PROCEDURES 标 准 操 作 程 序OPERATOR 总机SOP CODE:编号OP.5SECTION:分部门DATE ISSUE:生效日 Page 1 of 3PREPARED BY:制定 APPROVED
35、 BY:审批TASK 任务PLACING A CALL ON HOLD 电话等候WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOAnswering:Greeting the guest接听Listen仔细聆听Offer suggestion提出建议Pick up the call within three rings by saying:Ni Hao, XX Hotel. May I help you?三声振铃接听电话：您好，XX Hotel, May I help you.Do not interrupt and identify whic
36、h extension guest need to connect. ( If the extension required is busy. )不要打断来电者, 确认客人要求Give a suggestion to guest if he would like to hold or leave a voice message by saying:I am sorry, Sir/Madam, the line is busy now, would you like to wait a moment or leave a voice message.Do not hold the guest u
37、ntil you get the permission.如果要求转接的分机占线。询问客人希望等候或转入语音留言服务。除非得到客人同意，否则不要让客人等候By maintaining a high standard of telephone service. We are best able to help our guests. 保持高标准的服务水平Never make the decision on behalf of the guest and we should respect the decision made by guest himself.不要替客人作决定，尊重客人STANDAR
38、D OPERATING PROCEDURES 标 准 操 作 程 序OPERATOR 总机SOP CODE:编号OP.5SECTION:分部门DATE ISSUE:生效日 Page 2 of 3PREPARED BY:制定 APPROVED BY:审批TASK 任务PLACING A CALL ON HOLD 电话等候WHAT TO DO /PROCEDURESHOW TO DO/ STANDARDWHY TO DOIf the guest like to wait如果客人希望等候If the guest do not like to wait客人不愿等候Offer suggestion if
39、 the require extension is still busy 如果分机仍然无法接通，提供建议Put the call on hold by saying:Would you please wait, Mr. XX. Thank you.To keep checking the status of the require extension and always come back on the line occasionally, do not hold the call at the console over 30 seconds. 告知客人电话线将置于等候状态，随时检查分机是否
40、可被接通，并每30秒接通来电者线路，告知当前的状况。Ask if he would like to call back later or leave a message:Mr. XX. Would you like to call back later or leave a voice message to Mr. XX. Thank you询问客人希望稍后再打来，还是希望留言服务Offer to take a message for the guest or check if he would like to call back later.To let the caller to know that you are going to
