Reservation 预定 1.0 GREETING 问候 1.1 Phone answered within 3 rings 电话铃响3 声内须有应答 What: Number of rings before the incoming call is answered 内容：来电应答前的铃响次数 How: Incoming call to be answered within 3 rings by the switchboard operator or answering machine. 方法：来电须在铃响3 声内由总机接起或有自动机器的应答声 When: From the time the caller is connected to the hotel telephone exchange. 时间：从来电者的电话接通酒店总机起 Why: Waiting time on the telephone forms part of the customer‘s first impression of the hotel 原因：电话的等候时间是顾客对酒店第一印象的组成部分 Exceptions: None. 例外：无 1.2 Switchboard operator offered greeting 总机接线员的问候 What: Offers the appropriate greeting according to the time of day 内容：根据每天的时间给出恰当的问候 How: Greeting must include a salutation (Good Morning/Afternoon/Evening), the hotel name & the operator‘s name and offer of assistance. All elements must be present in the greeting. 方法：问候须包括打招呼（早上好/下午好/晚上好），酒店名称，接线员的名字和提供的帮助。基本要点为问候须用现在时 Example of greeting: 问候举例： ―Good Morning, Sofitel Y, John Speaking‖ 早上好，索菲特 Y，我是约翰 Examples to offer assistance 提供帮助的例子： ―How may I help you?‖ “请问有什么我能帮到您的吗？” ―How can I direct your call?‖ “请问我能帮您转去哪里？” When: At the beginning of the call – the switchboard operator should be the first to speak. 时间：通话开始之际---- 总机接线员须先应答 Why: The greeting sets the tone for the call. Mentioning the hotel name reassures the guest they have called the correct hotel. Offering a name gives a personal touch. 原因：问候确定通话的基调。提及饭店的名称可使客人确信电话打到了正确的饭店。提供本人名字给人以亲切感。 Exceptions: Will not apply if hotel has an automatic...
