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 attention 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, 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 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 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 caller.Take down some notes. 仔细聆听，不要打断客人，作必...
