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总机标准操作程序
总机提供的服务内容：
电话问候 协助客人打外线电话 留言服务 散客叫醒服务 接通电话 连接到分机 处理问询 医疗帮助 团队叫醒服务 电话占线 系统切换输帐失败处理 更新内部分机电话
电话礼仪礼节及宾客服务中心指南视情况单独作为一个课时内容讲解
一、电话问候 Telephone Greeting 1)Guest Greeting问候客人
Operators should consistently provide a polite and proper standard phrase for greeting.All callers must be greeted with a pleasant voice.话务员应该一如既往地使用礼貌的﹑恰当的标准问候语。必须用悦耳的声音问候所有的访客。Speak direct into the mouthpiece, speak slowly and clearly.对着话筒讲话，语速慢而话语清晰。
Speak clearly in a polite and pleasant tone.Don’t forget to smile!Guest can hear your smile!用一种礼貌的﹑悦耳的语调清楚地讲话。别忘了微笑!客人可以听见你的微笑
2)Greeting an external guest问候外来电话 Greet all external calls by using the following phrase 使用以下用语问候所有外来电话:
3)Greeting an in-house guest 问候住店客人
If a call comes from an in-house guest, the guest’s name will be displayed either on the console or on the telephone, and the following phrase must be used: 如果是住店客人的来电, 要在控制台或电话上显示客人姓名, 须使用以下用语:
“Good morning/afternoon/evening, Mr./ Mrs.XXX.Guest Service Center, “早上好/下午好/晚上好, XXX先生/女士。宾客服务中心,请问有什么可以帮您? 4)Greeting a colleague 问候同事
Greet internal employee calls by using the following phrase: 使用以下用语回应内部员工来电: “Guest Service Center, XXX speaking, how may I help you” “宾客服务中心， 请问有什么可以帮您的吗?”
二、协助客人打外线电话 Aisting Guests With Outside Calls 1）First visit guest 首次住店客人
A guest who is staying with us for the first time will not necearily know how to handle our telephone system.首次住店的客人不一定知道如何使用我们的电话系统。
Explain to the guest how to make IDD / DDD calls from the Guest Room Telephone in a warm and friendly manner.以一种热情﹑礼貌的方式向客人说明如何使用客房电话拨打国际长途/ 国内长途电话。Inform the guest about toll-free numbers if applicable for Long Distance calls.如果有长途电话的免费电话号码，可告知客人。
2）General Aistance综合帮助
Aistance should always be given to guests who inquires about different ways of making a phone call 客人会询问其他不同的打电话方式，应该给他们提供帮助: Dial for the guest and connect him/her.为客人拨号并为他/她接通电话。Neverthele explain the way to dial.也需要向客人解释如何拨打。“Madame/Sir,please dial………….”“女士/先生, 请拨……”
Steps for IDD calls: 拨国际长途电话的步骤:
Steps for local call: To be added by hotel individual 拨本地电话: 根据酒店各自情况。
When asked to offer aistance, utilize the directory to aist in placing calls.(e.g.country code, the call unit charge etc.)当客人寻求帮助时, 参照服务指南拨打电话。(比如，国家代码，电话单位计费等等)3）Charges收费
Telephone charges are automatically calculated and posted to the guest folio with the details of the call.产生的电话费会自动过帐在到客人帐单上，并附有电话详细说明
4）Making a Telephone call from other area than the guest room.从客房外其他地方拨打电话
If the guest would like to place a call in the Busine Center/ House phone/other extension, GSA must obtain the guest’s name and room number and verify this in the computer.如果客人想要在商务中心/店内电话/其他分机处拨打电话，宾客关系服务员须要询问客人姓名及房号并在电脑中核实。5)Posting telephone charges from other areas than the guest room.从客房以外的地方拨打电话产生的话费，如何过帐
Upon termination of the call, the call accounting system should be interrogated to determine the cost of the call and the charge should be posted to the guest’s account manually.一旦结束通话，通话计费系统要检查并确定通话费用, 费用须手工过帐到客人帐单上。Use a misc.documentary, let the guest sign and post manually with code……… to the guest room.使用杂项单据, 请客人签字，并输入代码……手工将费用挂在客人帐单上。6)Aistance 援助
If the guest refuses to pay for the telephone charges when they check out, GSC will aist in locating the telephone call details in the Call Charge System.If neceary, contact your Local Telecom Office and furnish them with these details: 结帐离店后,如果客人拒绝支付电话费, 宾客关系中心须要从通话收费系统中调出通话记录。如有必要，联系当地电信部门并请求提供通话详情: Reconfirm the amount posted with the Telecom office and call details such as: Time, date, destination, duration.Explain this to the guest if neceary.再次与电信局确认已过帐的金额和电话详情, 比如:时间，日期，呼叫方, 持续时间。必要的话，要把此内容向客人解释。
If guest is still complaining, call GSM for help.如果客人坚持投诉, 寻求宾客服务经理的帮助。
三、留言服务 Leaving Meages 1）Leave a Meage留言
A Guest can either leave a meage through the Hotel Voice Mail System or leave a text meage with the Guest Service Center.客人可以通过酒店语音留言系统或者通过宾客服务中心留下口信。
Every guest room is equipped with a voice mail system.If a call returns to the GSC ask if they would like to leave a written meage.每一间客房都装有语音信箱。如果有电话转回到宾客服务中心, 服务员需询问是否要做书面留言。2）Delivery 递送
Print out the meage from the computer and ask a Bellboy to deliver it to guest room right away.打印出客人留言, 通知礼宾员立即送至客人房间。3）Closing the call结束通话 Close the call by saying结束通话: “Thank you for calling, Sir/Madam, this meage will be delivered to Mr./ Mrs.XXX immediately.” “先生/’女士, 感谢您打电话来，这则消息将会立即送给XXX先生/女士。” Remarks: Always allow the caller to hang up first.记住等待对方先挂断电话。
四、为散客做叫醒服务 Wake Up Call Service For Individual Guest
1)Receiving an order for a wake up call 收到叫醒服务请求
Personal wake up call service must be available 24 hours a day, 7 days a week.All wake up call requests must be handled politely and accurately recorded.必须在一天24小时，一周7天都可以使用个人叫醒服务。所有叫醒请求必须礼貌地﹑无误地处理并做记录。Answering standard标准回答: “Guest Service Center “您好, 宾客服务中心,请问有什么帮您?” 2）Listen and repeat 聆听并复述
Listen carefully and do not interrupt the guest.仔细聆听，不要打断客人。
Obtain the Wake up Call Time and repeat it to the guest.询问叫醒时间并向客人复述。
3）Verify information核实信息
Verify the guest’s name and room number through the data displayed on the computer, the phone or when facing the guest directly.通过电脑﹑电话上显示的数据或直接面对客人核实客人姓名及房号。
4)Service advise(only for Executive Floor guests)If a second wake up service is needed 服务推荐(仅限行政楼层客人)询问客人是否需要第二次叫醒服务 Note the request on the wake up call sheet.把请求写在叫醒单上。
5)Distribution分发
A copy of the Executive floor Guests and Suite guests Wake up Call Sheet must be distributed to Reception at the Club lounge every morning before 6:30a.m.要在每天早上6：30以前把一份行政楼层及套房客人须要叫醒服务的清单发送到行政楼层的服务员。6)Action of wake up call 实施叫醒服务
Wake up calls must be done manually at the specified time.要按具体时间手工做叫醒服务。
Greet the guest in a courteous and pleasant manner by saying: 要以一种谦恭的﹑讨人喜欢的方式问候客人, 说: “Good morning, Mr./ Mrs.XXX, this is your wake up call.The time now is XX am.Would you like to have a second wake up call?”
“早上好，XXX先生/女士, 这是你的叫醒服务。现在的时间是早上XX。您需要二次叫醒服务吗？” Remarks:For all Executive Floor room and above, Wake Up Call should be handled manually.所有行政楼层及以上房型客人, 要用人工叫醒.7)No guest response 客人没回应
If the guest does not answer, proceed to the next room.Come back to this room later.如果客人没回应，则为下一间房间做叫醒服务。等会儿在回来做这间房的叫醒服务。8)Action to “no response guests” 对“没有回应的客人”采取行动
Return to the No Reply Rooms and try again.If there is still no answer inform the Housekeeping Floor Supervisor who will personally visit the guest room.返回到没回应房间并再次做叫醒服务。如果仍然没有回应，则通知客房楼层主管亲自到该客人房间核实。
Should the Floor Supervisor be unable to wake up the guest and/or the room is double locked from, he/she must subsequently inform the GSM for further action.如楼层主管不能叫醒客人及/或房间被反锁，随后他/她必须通知宾客服务经理采取进一步行动。
9）Wake up call during the day白天的叫醒服务
If a guest requests a “Wake up” call during the day, he must be asked whether he is willing to accept any other calls prior to the wake up call time.如果客人在白天请求“叫醒”服务，必须问他是否他愿意接受在叫醒服务时间之前接听其他电话。10）Closing the call结束通话
Use the standard phrase to end the call:使用标准用语来结束通话: “Thank you for calling, good night Mr.XXX.”“感谢您的来电, XXX先生，晚安。”
五、接通电话 Routing Call
1)Preparing and receiving 准备及接听
Look at the screen and determine whether the calls come from within the hotel or outside the hotel.看屏幕，确定来电是来自酒店内还是酒店外。2)Use telephone courtesy使用电话礼仪
If the caller gives a room number to be connected, always ask “May I have the guest’s name, please?” 如果来电者提供房号请求接通房间, 须要询问“请告诉我客人的姓名,可以吗 ?” 3)Verify 核实
Verify the guest name and room number in the computer.在电脑中核实客人姓名及房号。
If the caller gives an extension rather than a room number, ask 如果访客只提供分机号而不是房号, 则须要问: “May I know, who you wish to speak to please?” “我能知道您想找哪位吗?” Verify the extension number.核实分机号。4)Holding 保留
A）If all given information is correct, say 如果所提供的信息都是正确的，则说: “One moment please, I’ll put you through, thank you for calling Madam/Sir.” “请稍等, 我立刻帮您接通电话，女士/先生，感谢您的来电。”
B）If the caller gives an extension rather than the guest name, ask for the caller‟s name and then hold on.Contact the guest and ask “Mr./Ms.XX is calling, would you like to answer the call?” If the guest says „yes‟, then get it through.If the guest says he/s has never heard of the caller and wouldn‟t like to answer, then recheck with the caller about the guest name for further solution.如果访客只是提供分机号，并且也不知道住客的姓名，则在问清访客姓名后，先保留电话，与住客取得联系，询问住客“**先生/小姐来电，请问能否给您接通电话吗？” 如果住客同意接听，则接通电话；如果住客说不认识，不愿意接听，则与访客再次核对所要找的住客姓名，寻找进一步解决方法。5)Monitor监控
Monitor the call until the connection is established.监控电话的建立连接。
6)Use standard phrase 使用标准用语
Always use your knowledge and common sense to determine what language is proper for each situation.The standard phrase is listed below as an example when connecting calls: 要利用知识及常识来确定使用什么语言合适。以下列出了电话连接时的标准用语, 作为例子:
“Would you please put me through
to Mr.Sheik Abdul‟s room?”
“你能帮我接通Sheik Abdul先生的房间吗?” “Certainly Sir/Madam.May I have the guest‟s last name spelling please?”
“当然，先生/女士。您能告诉我如何拼写该客人姓氏吗?” Caller: “Certainly, A-B-D-U-L.”
“当然, A-B-D-U-L。” Operator:
“Thank you Sir/Madam.Is that A for apple, B for Boy, D for Donna…”
“谢谢您，先生/女士。A代表苹果，B代表男孩,D代表堂娜吗?” Caller:
“Yes, that is.”
“是的，对啊。” Operator:
“One moment please, I‟ll put you through.Thank you for calling, Sir/Madam.”
“请稍等, 我会帮你接通电话。感谢您的来店, 先生/女士。”
Example 2: Guest:
“Would you connect me to room 502?”
“你能帮我连通502房间的电话吗?” Operator:
“Certainly Mr./Mr.XXX.May I have the guest‟s name please.“当然，XXX 先生/女士。请您告诉我客人的姓名 ”
“Sure, it is Joe Chan.”
“当然，他的名字叫Joe Chan。”
“One moment please, I‟ll put you through Sir/Madam.Thank you for calling.”
“先生/女士，请稍等，我会帮您接通电话。感谢您的来电。”
If you do not understand the guests‟ name, ask the guest politely to spell the name for you.如果没听懂客人的姓名，礼貌地请客人为你拼写。
六、连接到分机 Connecting An Extension Number 1)Remember the extension and transfer the call accurately.牢记分机号码，确保转接准确
The Extension number for all restaurants/outlets/offices must be memorized and The Guest Service Staff have to be able to route the call to the respective extension immediately upon request.必须记住所有餐厅/商店/办公室的分机号。宾客服务职员要立即接通电话到所要求的分机。2)Changes of extensions 分机变更
Be aware of changes to our extension numbers.This may occur from time to time.要注意我们分机号码的变更。这种情况会经常发生的。3)Update更新
Updated extension lists provided when in doubt of any extension number being requested.Send out the updated extension list to the secretary of all departments 如果对所请求的分机号码有疑问，要更新所提供的分机列表。
4)Follow the schedule for handling income telephone calls.遵照时间表转接来电
5)Procedure for handling incoming calls for the General Manager.处理对总经理的来电的程序
All calls to the GM will be put through to the Executive Secretary first.Each General Manager will establish their own procedures for handling calls in the Executive office.一切打给总经理的电话须首先接通行政秘书。每一位总经理会建立他们自己在行政办处理来电的程序。If Executive Secretary is not available always ask the caller to leave a meage.如果行政秘书没空，请让访客留言。If a guest is insisting on speaking to the GM, put the call through to the Executive office.If no one answers, take the guests details, and gather a brief explanation about the iue and advise the caller, the GM will return the call ASAP.You must brief the Executive Secretary thoroughly on the iues immediately.This will enable the GM to get all the facts prior to phoning the caller back.如果客人坚持要和总经理讲话，把电话连通到行政办。如果没人接电话，则记录客人详细资料﹑统计问题概要并告知访客: 总经理会尽快回电。你必须立刻向行政秘书汇报问题详情。这会让总经理在回来电客人电话之前知道详情。
七、处理问询 Handing Inquiries 1)Handling inquiries处理问讯
Ensure that all inquiries are dealt with PROMPTLY and that the person dealing with the inquiry is capable of doing so.确保快捷地处理所有问讯;处理问讯的人要有处理问讯的能力。
Nothing offends more than being paed from one person to another or having to wait for somebody to go to another person to get all the correct information.不可以将客人的需求从一个人转到另一个人或是让客人等待某个人去询问其所须要的寻求信息。
The best way to avoid this situation is for the inquiry to be channeled to the correct person/department in the very first instance.避免该情况发生的最好的方法是在一开始就要找到正确的咨询人或部门。
If you are not sure, tell the guests you will call back within 5 minutes.Then turn to others for help and call guests back within the promiory time limit.若对信息不确定，可以告知客人5分钟之内会回复客人，然后找相关人员寻求帮助，并在承诺的时间内反馈给客人。
2)Retain guest loyalty争取客人忠实感 Close attention to inquiries will: 密切关注问讯将会: 1.Enhance the hotel‟s good reputation..提高酒店声誉。
2.Retain guest loyalty and therefore increase revenue.争取客人忠实感可以提高收入。3)Put yourself in the others person situation 要设身处地地为别人着想
Remember, what is common to you will often be a novelty to guests, therefore, it is all the more important for you to put yourself in the other persons situation.记住，对你来说是很平常的事情可能会令客人感觉很新鲜, 因此，设身处地地为别人着想是非常重要的。4）Collect information注意收集各方面的信息
To make sure our guest could get correct information once they ask for.以确保能在第一时间内满足客人的问询
八、医疗帮助 Medical Aistance 1)Answering 接听电话
Pick up the call within 3 rings by saying: 在电话铃响三声内接听电话: 2)Listening 聆听
Let the guest know we are listening to him.让客人了解到我们在听他讲话。
Do not interrupt the guest and clarify guest needs.不要打断客人讲话，以核实客人需求。
Confirm with the guest why he/she is not feeling well.与客人确认为什么他/她感到不舒服。Take down the note as following: 记下如下信息:Exact time of the call来电的准确时间
-Some details 一些详细资料（类似以前病史）-Name of staff 员工姓名
Ensure complete details of incidents are recorded.要确保记录下完整的事件详情。3)Offer aistance提供帮助
“Mr./Ms.XX, please stay calm.We must ask guests whether we would have the doctor on duty coming up to your room immediately.”
“XX先生/女士, 请保持镇静。我们要询问客人是否需要立即派值班大夫到您的房间。”
Inform the doctor on duty and the GSM on duty immediately and give details as much as poible.立即通知值班店医与宾客服务经理, 尽量提供详细信息。
Give the guest the feeling of importance.让客人感受到他们的重要性。
GSM knows the nature of the call, and decides to call a doctor or an ambulance.宾客服务经理知道来电的性质, 并决定是否请医生或叫救护车。
In serious situations GM must be informed immediately.如果情况严重, 要立即通知总经理.4)Follow up 跟进
The Aist.Manager must follow up whether the guest is getting better or not.值班经理必须跟进了解客人是否已有好转。
The Aist.Manager must call the guest to check on their situation and how the guest is feeling.值班经理必须致电给客人以核实他们的身体情况以及他们当时的感受。
Good evening, Mr./Ms.XX, This is XXX calling from the Aist.Manager.I just want to know how you are feeling now? 晚上好，XX先生/女士，我是值班经理XXX。您现在感觉如何? 5)Serious matter and Fatalities严重问题以及不幸
In serious matters,(death or suicides of a guest), please refer to Risk Management guidelines or your internal Emergency Handbook.对于严重问题,(死亡或者客人自杀), 请参见危机应急指南或者内部紧急事件处理手册。
九、团队叫醒服务 Wake Up Service For Group Guests 1)Receive group wake up call service report 收到团队要求叫醒服务的报告
Received from the FD the Group Action Form The Service Center Aociate is in charge of the group call.收到前台发送的团队单,服务中心员工要负责团队叫醒服务。2)Note down the wake up call time记录叫醒时间
Group Wake up call time will be noted on the wake up call record form.在叫醒服务表上要记录团队叫醒时间。
3)Any changes for the wake-up time任何有更改的团队叫醒时间处理
Group wake-up call should be changed by any tour leaders.when we received any changes for the wake-up call, we should record the informer.团队叫醒经常会变更,当我们接到叫醒服务的任何变更时,应及时记下通知人 4)If the guest strongly asked us to wake him up not only by the phone 如果客人强烈要求我们一定无论如何要叫醒他,而不仅仅是一个叫醒电话
Some guest would go back to sleep after picking up the wake-up call, so they asked us to wake him up by all means, we can wake him up manually then asked the HSKP floor attendants confirm by going to his room personally 有些客人结完叫醒电话之后又睡回笼觉了,于是我们可以手工的确认他是否已经清醒,然后让客房部楼层服务员亲自去客人房间再确认一遍
十、电话占线 Engaged Line 1)Advising 告知
Kindly advise the guest by saying: 礼貌的告知客人: “Excuse me Sir/Madam, the extension is busy, would you like to leave a meage?” or “Would you like to stay on the line?”
“先生/女士，对不起，分机占线，您需要留言吗?” 或者“您愿意在线稍等片刻吗?” 2)Suggestion 建议
Ask the caller if she/he wants to call back询问致电者是否她/他需要回电话。3)Hold the call保留电话
If caller wants to stay on line, advise the caller on hold of progre at 15 second intervals.如果访客愿意在线等候，每隔15秒钟要问候被保留的致电者。4)Obtain information获取信息
If she/he wants to leave a meage, obtain the guest‟s name, contact number and company name as well as the text of the meage.如果她/她要留言, 寻问客人的姓名，联系电话，公司名以及留言内容。5)Listen carefully仔细聆听
Listen to the guest very carefully and repeat the meage to the guest.仔细聆听客人讲话，并向客人复述消息。6）Closing the call 结束通话
Close the call by saying: 结束通话: “Thank you for calling, Sir/ Madam.”“感谢您的来电, 先生/女士。” Always allow the caller to hang up first.记住等致电者先挂断话。7）Meage delivery 传递留言
The meage will be delivered to the guest room immediately by the CON.通知礼宾员将此留言立即送至客人房间
十一、系统切换输帐失败处理 Interface Lost Posting 1)Understand the function of the system了解系统的功能
The Interface Lost Posting System enables us to capture telephone calls transactions that have not been posted by the Call Accounting System.系统切换输帐失败控制让我们能够获悉不能由电话记费系统过帐的电话通话事务。2)Check frequently 经常检查
Check the Call Accounting System frequently to view all the telephone transactions.要经常检查电话记费系统, 查看所有的电话通话记录。3)Verify
核实
If transactions are located, verify each transaction against the Telephone Calls Master Log.The Telephone Calls Master Log is retained at the Guest Service Center Department at all times.如果已确认费用, 与电话通话总记录上核实细节。记住须要将电话通话总记录保存在宾客服务中心部门。4)Transfer charges 转帐费用
Transfer the telephone charges to the guest room.把电话费挂至客人房帐。5）Audit the folio 审核帐单
The Interface Lost Posting Folio must be audited if all the transactions have been verified and re-routed.必须检查系统切换输帐失败记录的每一笔帐目，并确保转帐到相应的帐户。6）Report the problem 报告问题
If in doubt, please refer to GSM on duty.若有疑问，请找当班的值班经理帮助。
十二、更新内部分机电话号码表 Updating Internal Telephone Extension List 1)Hotel extension list酒店分机号码表
Hotel office extension number will be listed on the Hotel Telephone Extension list.要在酒店分机号码表上列出酒店分机号码。
2)Obtain new information monthly每月获取新信息
Obtain updated staff movement information from HR department monthly.每月从人力资源部获取员工调动更新信息。3)Refer the information 求助信息
Refer to the respective department head if there is a query.若有疑问，请找各部门领导求助。4)Updated and distributed extension list 更新及分发分机号码表
Update the Hotel Internal Telephone Extension list monthly and distribute it to every department accordingly.每月更新酒店内部电话分机号码表并相应地分发到每个部门。5)Updated the mobile list 更新移动电话号码表
Update the DECT Phone Extension List regularly, when a change occurs.如有变化，要经常更新智能电话分机号码表。
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