北京丽晶国际酒店 话务员标准操作程序手册 REGENT TOUCH SOP

1、 STANDARD OPERATING PROCEDURESThe Regent BeijingStandard Operating Procedures - Regent Touch Page PAGE 121 of NUMPAGES 121 STANDARD OPERATING PROCEDURESREGENT TOUCHREGENT TOUCHTask No. DescriptionTelephone skill standard电话技能标准Switch board Operations话务台操作Handling Incoming Calls for Staff 处理员工外线电话Hand

2、ling Written & Voicemail Messages 处理字条留言和语音留言 Handling General Inquiries 一般电话处理Handling Requests for Locator处理客人设定位置的需求Handling Requests for a Private & Confidential Stay 处理客人秘密电话和机密电话Handling a “Do Not Disturb” Request 处理“请勿打扰”电话Handling Requests for Screened Calls 处理过滤电话Receiving a Wake up Call Re

3、quest 接受叫醒电话要求Giving a Wake up Call 叫醒客人Handling a Group Wake up Call 处理团队叫醒电话Handling Incoming and Outgoing Faxes 接受和发送传真Guest Paging Services 酒店内寻找客人服务Operator Assisted Calls 话务员协助电话Handling a Room Change 处理换房Handling Lost & Found Items 处理客人遗留物品Handling Guest Complaints by Phone 通过电话处理客人投诉REGENT T

4、OUCHTask No. DescriptionHandling a Maintenance Request 处理维修要求DVD Rental Service DVD租借服务 Delivering Guest Room Amenities 递送客房用品In Room Shopping 房间购物In Room Dining 客房送餐Copy of bill request 打印账单 Internet access assistance 上网服务Handling late check-out requests 处理客人延迟退房Handling guest request for extension

5、 of stay 处理客人延房要求Requests for a Doctor 要求医生服务Taking a Room Reservation 做预定Checking Due Out Rooms 检查当天要退的房间Giving Out Guest Information 回答有关客人信息的提问Grooming Standards 仪容仪表Rates for Manual Phone Charges 电话计费Back Up Procedures 支持程序Emergency Procedures 紧急情况处理程序555 Emergency Procedures 555jj紧急情况处理程序REGENT

6、 TOUCHTask No. Description Emergency Button 紧急电话键Electrical Implements On Load 租借电器设备Direct line service in the guest room and banquet room by guest request 房间和宴会直线电话要求Daily service tracking report 每天的跟踪报表One Time Entry Guest Room 为客人提供每日一次高效的服务 TASK NO : 01TELEPHONE SKILL STANDARD PAGE (1/5)DEPARTM

7、ENT: Front OfficeAPPROVED BY/ TITLE/APPROVAL DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY1. Be alert and ready.提醒和准备2. Greet the caller and offer assistance.向客人问好并且提供帮助Sit straight and pay attention to the screen of the console. Always have a pen and paper ready to take

8、 notes.坐正并且注意话务台上的显示屏。准备好纸和笔做记录Answer the call within 3 rings and with a pleasant tone. Smile when speaking, following the below order:三声之内接听电话并且要保持愉悦和微笑的声音。External Calls 外线电话- Greet the guest 问好- Identify the hotel 报出酒店名称- Offer assistance 提供帮助 (Do not identify yourself to the caller for external

9、calls外线不要报自己的名字)E.g. “Nin Hao, the Regent Beijing, how may I help you?”您好，北京丽晶酒店，有什么能帮您吗？Use callers name if and when possible.在可能的情况下称呼客人的名字To be ready and alert to greet any guest who calls. Taking notes is essential to prevent error. 做好充分的准备向每一位打电话的客人问好，记录在案防止出现过失To keep and maintain the standard

10、s of our hotel.保持酒店的标准This is the Regent standard.这是丽晶的标准TASK NO : 01TELEPHONE SKILL STANDARD PAGE (2/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY3. Listen attentively.仔细地倾听Internal Calls 内线电话- Greet and address the caller,

11、if possible- Identify the department称呼客人的名字，如果需要报出部门名称- Identify yourself 介绍你自己- Offer assistance提供服务E.g. “Nin Hao, The Regent Touch. This is _, how may I help you Mr/Mrs/Ms _?例：您好，The Regent Touch, xx,有什么能帮您？Always speak clearly and naturally using simple English/Chinese. Avoid unnatural accents an

12、d slang and speak exactly into the mouthpiece. Express friendliness and sincerity.说话清楚自然并且使用简单的英文/中文。避免不自然的重音和俚语并且是代表酒店的形象，表达友好和真挚Speak at a normal and appropriate pace at a consistent pace.正常的说话速度要保持一致Never rush or speak too fast. Be patient and do not interrupt the caller. Take down notes if there

13、 is a special request.不要催促或者说话太快。有耐心不要打断客人，如果有特出的要求要记录在案。This is the Regent standard.这是丽晶的标准This is a kind to show the respect.这是一种我们展示关注客人的方式TASK NO : 01TELEPHONE SKILL STANDARD PAGE (3/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCE

14、DUREWHY4. Repeat the request.重复客人的需求5. Never to the following.永远不要作如下事情Always repeat to the caller and confirm his/her requests or inquiries.永远要跟客人重复并且确认他/她的需求Pause at intervals to allow guest to add anything he/she may have missed.停下来允许客人增加任何可能遗忘的事情Never say No to the guest. Provide alternative opt

15、ions as we should ALWAYS offer our assistance as best possible. 永远不要向客人说“不”，最大可能的提供二选一的方法供客人选择Never raise your voice, never shout, never argue, and never be rude over the phone.永远不要升高你的声调，永远不要喊，永远不要与客人争辩，永远不要粗暴的讲话。To avoid misunderstanding and allowing clarification.避免误会，允许澄清To maintain courteousnes

16、s and politeness to guests at all times as a reflection of the high levels of service of the hotel.无论何时保持谦恭，有礼地对待客人能够反映酒店对客人的服务标准。The hotel operator is often the first person to come into contact with the guest and hence, they give the first and the most lasting impression to the guest.酒店的话务员经常是与客人联

17、系的第一个人，她们是给客人第一和永久印象的人TASK NO : 01TELEPHONE SKILL STANDARD PAGE (4/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY6. Use MAGIC words.使用戏法拼写7. Transfer the call.转接电话Always use words like, Thank you, Please, My pleasure, Would yo

18、u mind? etc. 要经常使用“谢谢”，“请”，“很高兴为您服务”“您是否介意？”等词语If the guest is unruly, refer him to your manager/superior and inform the manager/ superior of the situation. 如果客人很蛮横，把电话转到经理或主管那里并且告知他们情况。If the call is for an in-house guest, always verify the name and room number against the system before connecting

19、the call.如果是找住店客人的电话，在转接电话前要跟电脑和对客人的姓名和房间号码。If the caller has to be put on hold, inform the caller that you are going to do so and explain the reason to him/her. Use phrases such as, One moment please, Mr/Mrs/Ms _, I will check the information for you”.如果caller需要在线上等候，请告知客人你将要做什么并且解释原因。When transfer

20、ring a call, do so by acknowledging the end of the conversation with your action. E.g. “One moment please Mr/Mrs/Ms _, Ill connect your call now. Thank you for calling”.在转就电话之前要向客人说明。“我现在帮您转接，请稍等，谢谢来电。”Ask for permission and acknowledge the callers response.询问客人的反应To ensure that the call has been tr

21、ansferred to the right person/ department.确保转接到正确的部门TASK NO : 01TELEPHONE SKILL STANDARD PAGE (5/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY8. Answer ring back calls to the console.应大返回到话务台上的电话9. Thank the caller and end th

22、e conversation.感谢客人并且结束谈话For calls to hotel guests, if the call bounces back (extension/room line engages or no answer from the call), pick up the call again and inform the caller of the situation. Offer to leave a text message or voice mail, or request the guest to call back again. E.g. “Im sorry S

23、ir/Madam, Mr/Mrs/Ms _ is not in the room now, would you like to leave a message or call back later?”对于酒店客人的电话，如果电话没有人接听回到话务台（分机/房间占线或者没有人接听电话）拿起电话告知客人电话没有人接听或是占线，建议客人做字条留言或者是语音留言，或者请客人在打来。For calls to internal staff, offer relocation to someone else who could be of assistance. E.g. “Im sorry, Mr/Mrs

24、/Ms _ is not in his/her office at the moment, would you like to speak to someone else?”DO NOT put the caller on hold for more than 30 seconds. Stay on the line until the connection has been made不要让客人等待超过30秒钟Always thanks the guest for calling and close the conversation before putting down the line.结

25、束电话之前要感谢客人的来电Always hang up the phone only AFTER the caller has left the line.永远要让客人先挂电话。Note that message taking for administrative staff should be kept to the minimum.注意：员工在座留言的时候要尽量的简捷Let caller know that you have not forgotten about him/her and keep the caller updated.让caller知道你不会把他忘记并且我们会随时进行更新

26、TASK NO : 02SWITCH BOARD OPERATIONS PAGE (1/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYHandling Main Keys- LPK- RLS- Excl.src- Excl.dest- RLS.src- RLS.dest- Hold- Shift- DND- Call waitingPress the key to answer incoming cal

27、ls.按键接听电话To establish a connection.建立联系To isolate the source of the call (caller), and only speak to the third (destination) party.隔断来电人，只跟第三方（住店客人）讲话To isolate the third (destination) party, and only speak to the source of the call (caller).隔断第三方（住店客人），只跟来电人讲话To release the source of the call (call

28、er).结束与来电客人的通话To release the third (destination) party. 结束与第三方（住店客人）的通话To place a call on hold at the console.在话务台上放等候键。To be used with other keys to set the console in a busy situation.使用其它的键使话务台处于“忙”状态 (Press *78 and follow by the room number to set a DND status.)在话务台上设置“DND”(*78+房间号码+DND)To displ

29、ay calls waiting.显示电话等候。Ensure all operators know all the functions of the switchboard console to provide efficient and prompt services.确信所有话务员了解键盘的功能，以便提供高效快捷的服务。. TASK NO : 02SWITCH BOARD OPERATIONS PAGE (2/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK B

30、REAKDOWNSTANDARD PROCEDUREWHYOn the Screen- First line (The tool line )- Second line- Third line- Fourth lineDisplays the date and time.显示日期和时间Displays the information on the source of the call such as guest name, room number, and extension number, if it is an internal call.如果是店内电话要显示客人姓名，房间号码，分机号码等

31、信息Displays the information of the third (destination) party, such as the extension number or telephone number dialed and the name of the user.显示客人的信息，包括分机号码或是电话号码和名字Displays the information of the console and whether there are calls waiting. ( the category of the line and guest room number )显示机台上的信息

32、和是否有电话在等待。(电话的类型和客人的房间号码)Operators must always be aware of this screen in order to handle calls more effectively.话务员要知道TASK NO : 03HANDLING INCOMING CALLS FOR STAFF PAGE (1/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY1. Answ

33、er the call.应答电话2. Explain the situation.说明情况According to standard procedure, answer the call within 3 rings. Be courteous and smile while speaking to the guest. Follow the procedure below:- Greet and address the caller, if possible- Identify the department- Identify yourself- Offer assistance根据酒店标准

34、，三声之内应答电话，用礼貌并微笑着和客人交谈，标准如下： 问好并称呼客人名字 报出所在的部门 报出自己的名字 提供帮助给客人Listen to the request and do not interrupt the caller. Explain to the caller that personal calls cannot be transferred during working hours as per the hotels policy. As this is a sensitive issue, extreme care and caution must be practiced

35、. Use the phrase, “I am sorry Sir/Madam, personal calls are not allowed to be transferred during working hours. If it is urgent, I may transfer you to the department head”.在仔细聆听来电者要求的同时不要打断对方说话。如是员工的私人电话，向来电者委婉解释：依照我们酒店的规定，在上班时间不能转接私人电话。处理此类敏感的问题时，需要做到非常谨慎，语言熟练。例如，“非常抱歉，先生/女士，现在是工作时间，我们不允许转接私人电话。如果您

36、有非常紧急的事情，我可以帮您转接部门主管。All callers are still considered guests and courtesy and hospitality must be extended at all times.所有的来电者都是我们尊贵的客人，始终如一的对客人保持礼貌和周到的服务。In the event of an emergency, the department head must verify the situation and handle the problem accordingly.遇到紧急情况，部门主管或经理在处理问题时需要认真核实当时的情况。TA

37、SK NO : 03HANDLING INCOMING CALLS FOR STAFF PAGE (2/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYIf it is an urgent or emergency call, transfer the call to the relevant department head and inform him/her of the situation. Req

38、uest permission from the caller before doing so.如果是非常紧急的事情，我们要转接到相关部门经理或主管，在说明来电者的特殊情况。转接前要得到来电者的同意。TASK NO : 04HANDLING WRITTEN & VOICEMAIL MESSAGES PAGE (1/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY1. Answer the call.应答电

39、话2. Offer assistance.提供帮助Voicemail(1) Leave a voicemail.语音留言Answer the call within 3 rings and greet the guest courteously. Always be polite and offer assistance according to the standard procedure in handling calls.三声之内应答电话并礼貌向客人问好。按照标准程序给客人提供礼貌服务。Do not interrupt the caller and be attentive to det

40、ails. Transfer the call immediately. If the guest is not reachable or if the caller would like to leave a message, inquire whether he/she would like to leave a voicemail or a written message.不要打断来电者并认真聆听他的要求，及时转接。若未接通客人或来电者要留言，询问是否需要留语音或字条留言。If the caller would like to leave a voicemail, inform the

41、guest that you would transfer the call again to the guest voicemail system. Say, “One moment please, I will transfer you through. You may leave a voicemail message after the tone. Thank you for calling”.如果caller希望做语音留言，通知客人你将再次把电话转到语音信箱中，说：“请稍等，我给您转接电话，你可以听到声音后留言，谢谢来电。”As per standard procedure.根据酒店

42、的标准Always suggest the caller to leave a voicemail as it is a way of connection to the guest. This is more accurate and efficient.经常建议客人使用语音信箱，这会更有正确性和更有效率TASK NO : 04HANDLING WRITTEN & VOICEMAIL MESSAGES PAGE (2/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTAS

43、K BREAKDOWNSTANDARD PROCEDUREWHY(2) Retrieve a voicemail.读取信息(3) Voice mail language语音信箱的语种If the guest would like to retrieve his/her voicemail from the room, inform the guest to press 1 *77. E.g. “Mr/Mrs/Ms _, please press 1( *77 ) to receive your voicemail”.如果客人希望从房间读取他的信息，告知客人拨打1+*77。If the gues

44、t is calling from outside the hotel and would like to retrieve his/her voicemail, confirm the guests name and room number in the system. Inform the guest to hold on and connect the call to the voicemail system. Say, “One moment please, I will connect your call to voicemail system. Thank you for call

45、ing”.如果客人从酒店外电话要求读取语音信箱中的信息，在系统中核对客人姓名及房间号码，告知客人在线上等待并且把电话转接到语音信箱中。说：“请稍等，我帮您转接到语音信箱中，谢谢来电。”Guest and administrative voice mail, multi-lingual (minimum language selection is; English, Mandarin, Japanese, Korean, French, German, Spanish, Italian)客人和办公区的语音信箱，多种语言（英语，国语，日文，韩文，法文，德文，西班牙，意大利）Ensure that

46、the caller is the person he/she claims before connecting the person to the voicemail system.在你转到语音信箱前，要确定是来电者要求的TASK NO : 04HANDLING WRITTEN & VOICEMAIL MESSAGES PAGE (3/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY(4) Handle

47、 the complaint.处理投诉Written Message(1) Note down the details. 记录详细信息(2) Repeat the message.重复留言(3) Input the message into the system.输入信息If the guest complains that the recorded message was terminated half away, explain to the guest that could be due to the caller speaking too softly (slowly), or bec

48、ause the caller accidentally pressed a key and terminated the recording. If the guest complains that all he/she heard was silence or noisy tones, explain to the guest that this is probably because the caller did not record the message.如果客人投诉所记录的留言只有一半，可以向客人解释在留言的过程中caller说话的速度太慢，或者是因为caller偶然的按了键终止了

49、录音。如果客人投诉他听不到任何的声音或者是听到的声音很嘈杂，向客人解释这种情况是因为caller没有做任何的留言Always have a pen and a paper available on hand. Listen carefully to the message given and take down the following details:- Name & room number of the receiver- Name of the caller (& company)- Contact number of caller- Content of message准备好纸和笔，

50、认真听取留言并且做好详细地记录：接收者的姓名和房号来电者的姓名（公司名）联系电话留言的内容Voicemails can only be deleted by the guest personally after retrieval.语音留言只能由客人在读取信息后删除Note that once a message is keyed into the system, the message light in the guest room will flash to inform the guest that there is a message waiting for him/her.做过留言的

51、房间电话上会有留言灯闪动会提示客人有他的留言TASK NO : 04HANDLING WRITTEN & VOICEMAIL MESSAGES PAGE (4/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY(4) Check the message and print.检查留言并且打印(5) Retrieve the message.读取信息Repeat the details back to the

52、caller and the content of the message to ensure accuracy. 重复留言的内容保证它的正确性The data should be entered into the computer immediately according to the standard format:根据标准的格式将资料输入到电脑中Dear Mr/ Mrs/ Ms _,Kindly be informed that Mr/ Mrs/ Ms _ called to postpone the appointment from 15: 00hrs to 16:00hrs. Hi

53、s/her contact number is 12345678. Thank you and have a pleasant day._ (Operator) (The Regent Touch )Always indicate the name of the person taking the message. 记录留言的员工姓名Use the standard text format in the system as often as possible.要一贯地使用正确的留言格式Check the message to ensure that it is correct and prin

54、t it for delivery. 检查留言保证正确并且打印出来送到客人的房间All printed messages will be delivered to guest rooms according to schedule. If the guest calls back to check on the message, check for text messages in the system.所有的字条留言都会被送到客人的房间，如果客人打电话查询留言，请在系统中查找。So that the guest may know who to refer to if queries aris

55、e.如果客人对留言产生疑问的情况下有据可查All handwritten messages should be indicated in the system by the receiver for record purposes. 所有的字条留言必须要在系统中注明纪录的目的TASK NO : 04HANDLING WRITTEN & VOICEMAIL MESSAGES PAGE (5/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTAND

56、ARD PROCEDUREWHYFor printed messages, check if it has been delivered to the room. If not, inform the guest that it will be delivered immediately. If the guest requests for the information over the phone, read out the message as printed. Also inform guest the time of the message was taken (as indicat

57、ed in the system).被打印出来的留言，查询是否被送到房间。如果没有，通知客人马上送到房间。若客人通过电话查询，将客人的留言读给客人听，同时还要通知客人留言的时间（象系统中注明的一样）For hand written messages, explain that the message should be sent to the room. If not, check and locate the message for immediate delivery.字条留言必须要送到房间，如果没有被送到房间检查后马上送过去For voicemail messages, transfer

58、 the call through to the voicemail system.对于语音留言，把电话转到语音留言系统中TASK NO : 05HANDLING GENERAL INQUIRIES PAGE (1/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY1. Answer the call.应答电话2. Offer assistance.提供帮助3. Give the information.提

59、供信息Answer the call within 3 rings and greet the guest courteously. Always be polite and offer assistance according to the standard procedure in handling calls.三声之内接听电话热情礼貌的向客人问好。在处理电话的过程中根据酒店的标准礼貌的提供服务If the guest is not looking for anyone in particular or does not know who to look for to assist, of

60、fer your assistance immediately.如果客人没有明确指出要找那一位或者是客人不知道找谁能够帮他，请马上根据客人的要求提供服务If the caller would like to know about the current promotions, offer as much information to the caller as possible.如果客人要了解当前酒店的一些促销活动，请你可能的提供更多信息If the caller is asking details pertinent to another department, apologize and