酒店培训_总机工作程序VIP免费

Operation Hours 24 hours营业时间 工 24 小时Senior Telephone Operator9:00am to 6:00pm 高级接线员 9:00am 至 6:00pmOperators接线员 Morning shift 早班 7:00am to 4:00pm 7:00am 至 4:00pmRelief Shift 替补班 11:00 am to 8:00pm 11:00am 至 8:00pmAfternoon shift 下午班 4:00pm to 12:00midnight 4:00am 至 12:00pmNight shift 夜班 12midnight to 8:00am 12:00am 至 8:00pm SystemSIEMENS - PABX系统FIDELIO - PMSOperators Greeting总机问候语External Call 外线电话“Good Morning/Afternoon/Evening, 早上/中午/晚上好 Hotel Sofitel …….Speaking, 索菲特饭店我是。。May I help you.我可以帮你吗？Internal Call 内线电话“Good Morning / Afternoon / Evening 早上/中午/晚上好 Operator…….Speaking, 这里是总机 我是。。。 May I help you?” 我可以帮你吗？Response time 应答时间3 rings三声Confidentiality ofAt all timesGuest Information 所有时间有把握地提供客人信息Message Taking 留言If guest is not in the room, to offer assistance. 如果客人不在房间,要向打电话的人提供帮助.Paging 呼叫 Page board system. To inform caller paging will take about 5 minutes and courteously ask caller to hold on. 呼叫系统。五分钟之内通知呼叫者并且礼貌的告诉呼叫者稍等To get back to caller immediately when guest responded. If not, to inform caller of the outcome. 当客人应答后立即通知呼叫者。如果不是，通知呼叫者结果。Wake Up Calls 叫早电话 Standard expression:标准表达 “Good morning, Mr. Brown, this is your wake up call at 7am. “早上好，布朗先生，这是你的 7 点钟的叫早电话 “Have a nice day.” “祝你今天愉快。“ 1st call at the exact time.第一次打电话的时间为准确时间。2nd call is a reminder call given 5 minutes later 在五分钟之后打第二次电话以提醒客人。If no answer, to get bellman to go up to room to check. 如果没有应答，需要行李员到房间进行检查。 If still no answer, to page for Assistant ...