國際酒店標(biāo)準(zhǔn)電話禮儀(中英文版)ppt課件

1、Telephone Etiquette酒店規(guī)范禮儀.學(xué)習(xí)本課程的目的掌握溝通的關(guān)鍵技藝樹立良好個(gè)人及職業(yè)籠統(tǒng)對(duì)組織和個(gè)人而言獲得雙贏；了解作為溝通工具具有強(qiáng)大商業(yè)功能；了解禮儀與企業(yè)的重要意義，了解應(yīng)對(duì)了解的重要性，提升應(yīng)對(duì)技巧；根本禮儀的掌握并熟練運(yùn)用這是現(xiàn)代職業(yè)人員首要條件；對(duì)提升企業(yè)員工個(gè)人素質(zhì)、涵養(yǎng)，塑造企業(yè)籠統(tǒng)起到很大的協(xié)助作用；效力就是質(zhì)量，耐久擁有稱心的客戶，是各企業(yè)的最終目的；掌握以客戶為中心的接、撥禮儀流程與技巧；掌握處置客戶異議與埋怨的必備技巧；經(jīng)過學(xué)習(xí)本課程，您將學(xué)會(huì)酒店規(guī)范的禮儀細(xì)節(jié)。.內(nèi)容提要第一章：接聽第二章：打第三章：終了通話第四章：特別的知識(shí)點(diǎn)第五章：適用提示.

2、Course Outline 課程大綱Standard 規(guī)范Call for me 找我的On hold 在線等候Call for someone around 是找附近的人Call for someone not around 所找的人不在附近Call for someone not available 所找的人無法接聽Wrong number 要找的號(hào)碼錯(cuò)誤Pick up all on other extension 代接Handing more than one call 同時(shí)接聽?zhēng)讉€(gè)A. Answering Calls 接聽.Course Outline 課程大綱Standard 規(guī)范

3、The very person is not around/not available 他找的人不在/無法接聽Oops! Wrong number 糟糕，打錯(cuò)了B. Making Calls 打C. Ending a telephone conversation 終了通話D. Special Points 特別的知識(shí)點(diǎn)E. Practical tips 適用提示.籠統(tǒng)構(gòu)成三要素時(shí)間和空間的選擇：打的時(shí)間和地點(diǎn)。通話的態(tài)度：他的言語、表情、動(dòng)作。通話的內(nèi)容：從接的禮儀，到打的禮儀，及終了等的根本禮儀。表情面帶淺笑，姿態(tài)端正，多用各式禮貌詞，稱謂以職銜為主，音量適當(dāng)，用明晰而愉快的語調(diào)接能顯示出說

4、話人地職業(yè)風(fēng)度和可親的性格。雖然對(duì)方無法看到他的面容，但他的喜悅或焦躁仍會(huì)經(jīng)過語調(diào)流顯露來。在酒店需時(shí)時(shí)辰刻留意此規(guī)范。.Answering Calls 接聽一、Standard 規(guī)范接聽Answering the phone within 3 rings using smiling voice鈴響三聲以內(nèi)用淺笑的聲音接聽總機(jī)兩聲內(nèi)Greeting 問候Identify department orsection 報(bào)部門Identify yourself 報(bào)姓名Offer Help 自動(dòng)提供協(xié)助.Answering the phone within 2 rings using smiling v

5、oice鈴響兩聲以內(nèi)用淺笑的聲音接聽Greeting 問候Identify your hotel(outside call) or your department(internal call) 報(bào)酒店外線或報(bào)部門內(nèi)線Identify yourself 報(bào)姓名Offer help 自動(dòng)提供協(xié)助Answering Calls 接聽Standard-telephone operator 規(guī)范-接線生外線：Good morning, Shimao Junlan Hotel. 您好，世貿(mào)君瀾大酒店。請(qǐng)問有什么可以幫您的嗎？內(nèi)線(一線部門)：Good morning, Operator，總機(jī)，我是大偉。請(qǐng)

6、問有什么可以幫您的嗎？內(nèi)線(二線部門)：您好，人力資源部，我是大偉。(一線部門)：前廳部、客房部、餐飲部、營銷部、康體部；(二線部門)：行政辦、人力資源部、財(cái)務(wù)部、廚房部、工程部、平安部；.Confirm that you are the very person and/or ask who the caller is (if s/he did not tell you) 確證他就是要找的人并/或訊問對(duì)方是誰假設(shè)對(duì)方未講Keep smiling and use a courteous voice, show you are willing to help 堅(jiān)持淺笑及運(yùn)用禮貌的語氣，顯示出他樂意

7、相助Answering Calls 接聽二、Call for me 找我的Yes, speaking. 我是，請(qǐng)講。May I know who is calling? 請(qǐng)問您是哪位？How may I help you? 有什么可以幫到您嗎？.Explain that you need time to do what and tell the caller how long it will take. 向來電者闡明他需求多長時(shí)間去做什么。Give the option to the caller whether to hold on or be called back if it takes

8、 more than 1 min. 假設(shè)需求等候的時(shí)間超越1分鐘，應(yīng)先讓對(duì)方選擇是在線等候還是他打回去。If you keep someone waiting on hold, always say:Sorry to keep you waiting when you come back. 假設(shè)需求讓對(duì)方在線等候，回來時(shí)一定要說：“對(duì)不起，讓您久等了。Answering Calls 接聽三、On hold 在線等候One minute, please. Let me check for you. 請(qǐng)稍等，我?guī)湍橐幌隆t would take 2 min. 大約要2分鐘。Would you

9、like to hold on or should I call you back later? 請(qǐng)問您能否情愿等候還是我稍后打回給您？Sorry to keep you waiting. 對(duì)不起，讓您久等了。.Ask whos calling and tell the caller you would put the one on phone. 訊問來電者姓名并通知對(duì)方他會(huì)讓所找的人接聽。Put caller on hold first. 先把來電放在等候音樂上。Tell the very one whos calling and put him/her on phone. 通知所找的人誰找

10、他/她，并將交予對(duì)方。Answering Calls 接聽四、Call for someone around 是找附近的人May I know who is calling? 請(qǐng)問您是哪位？All right, Mr. A. I will ask Ms. B to answer your call immediately. 好的，A先生，我馬上叫B小姐來接聽。Ms. B, Mr. A is on the phone. B小姐，A先生找您。轉(zhuǎn)接功能鍵轉(zhuǎn)到內(nèi)線按閃斷鍵+分機(jī)號(hào)轉(zhuǎn)到手機(jī)按閃斷鍵+9+手機(jī)號(hào).Tell the caller the person is not around and as

11、k him whether to leave a message or call back later. 通知來電者所找的人不在附近，訊問對(duì)方時(shí)候留言或稍后打來。Take down the name, time, date and number. Repeat name and number. Remember to put your neme on the message! 記下來電時(shí)間、日期，來電人姓名及號(hào)碼并反復(fù)姓名及號(hào)碼。別忘了在留言上寫下他本人的名字哦！Answering Calls 接聽五、Call for someone not around 是找附近的人.Similar ste

12、ps as not around. 步驟與“不在附近想通。Only difference is you should ask the caller whether to call back later or ask the person to call him/her later. 獨(dú)一區(qū)別是訊問來電者稍后再打來還是讓所找的人一會(huì)兒打過去。Answering Calls 接聽六、Call for someone not available 所找的人無法接聽.Politely tell the caller s/hes got a wrong number. 禮貌地通知來電者他/她打錯(cuò)了。Ass

13、ist the caller by transferring if you know the extension, otherwise, kindly refer the caller to the hotel operator. 假設(shè)他知道或可以查到正確的號(hào)碼，協(xié)助轉(zhuǎn)往正確的分機(jī)；否那么，友好地通知來電者打總機(jī)轉(zhuǎn)。Answering Calls 接聽七、Wrong number 對(duì)方錯(cuò)撥號(hào)碼.Never let thecall on other extension in your area be ignored! 絕對(duì)不可以對(duì)他所在區(qū)域其他分機(jī)上的置之不理！If you are not on

14、 the phone, answer call by using call pick up. Steps are same as answering call and call for person not around. 假設(shè)他的分機(jī)有空，用代接功能接聽。步驟與“接聽和“找不在附近的人一樣。If you are on the phone, refer to next Handing more than one phone. 假設(shè)他在上，參見下一步“同時(shí)接聽?zhēng)讉€(gè)。Answering Calls 接聽八、Pick up call on other extension 代接代接功能鍵按*3+振鈴分

15、機(jī)號(hào).Kindly ask the other party to hold on and go to answer the call on the other extension. Steps like mentioned before. 禮貌地懇求對(duì)方贊同他接聽另一個(gè)，然后過去接聽響鈴分機(jī)。步驟與前面提到過的一樣。Quickly prioritize and focus on one call only.迅速?zèng)Q議哪一個(gè)重要并只專注于一個(gè)。 Answering Calls 接聽九、Handing more than one call 同時(shí)接聽?zhēng)讉€(gè).Greeting 問候Identify you

16、r department/hotel 報(bào)出本人的部門/酒店Identify yourself 報(bào)出他本人Tell the person why you call or whom you call for 闡明去電意圖或報(bào)出要找的人Making Calls 打出一、Standard Making Calls 規(guī)范打出打出功能鍵呼叫內(nèi)線直接撥分機(jī)號(hào)碼呼叫外線撥9+外線號(hào)碼.Tell the person answering the call politely your name and phone number and ask to pass the message or tell the one

17、 you call for that you would call back later. 禮貌地通知接聽的人他的姓名及號(hào)碼，并請(qǐng)對(duì)方轉(zhuǎn)達(dá)留言或轉(zhuǎn)告他要找的人他會(huì)稍后再打來。Making Calls 打出二、The person you want is not around/available 他要找的人不在/無法接聽所找的人.Never hang up without a word. 絕對(duì)不可以一聲不響就把掛了。Apologize for the mistake. If you are not sure of the number you are calling, you may find

18、assistance here. 要為打錯(cuò)負(fù)疚。假設(shè)他不確定要找的號(hào)碼，沒準(zhǔn)對(duì)方可以幫他呢。Making Calls 打出三、Oops! Wrong number! 糟糕，打錯(cuò)了！.Thank the other party and express your best wish. 贊賞對(duì)方，并給對(duì)方良好祝愿。Hang up gently after him/her if the other party is a guest or superior. 假設(shè)對(duì)方是客人或級(jí)別比他高的人，在對(duì)方掛之后悄然放下。Ending a telephone conversation 終了通話Remember t

19、o smile.Identify yourself clearly 明晰地報(bào)出您所在部門及姓名Listen attentively 仔細(xì)傾聽來電內(nèi)容Convey sincere interest and concern 表示興趣和關(guān)注Offer assistance-take message 提供協(xié)助-記錄留言Empathize 表示同情和撫慰Remain calm, courteous and friendly 堅(jiān)持鎮(zhèn)定、禮貌、友好Avoid personal confrontation&Avoid placing blame 防止個(gè)人心情，防止指摘和埋怨Explain situation

20、clearly 清楚地解釋情況Dont make promise for others 不要為他人許下承諾Refer when necessary 必要時(shí)向他人討教Close the conversation naturally and courteously 自然而有禮貌地終了對(duì)話Follow up action 采取相應(yīng)行動(dòng)Special Points 特別的知識(shí)點(diǎn)Handling Difficult Callers 接待難以應(yīng)付的來電者.Special Points 特別的知識(shí)點(diǎn)Handling Difficult Callers 接待難以應(yīng)付的來電者Good morning, Shim

21、ao Junlan Hotel. 您好，世貿(mào)君瀾大酒店。請(qǐng)問有什么可以幫您的嗎？.Special Points 特別的知識(shí)點(diǎn)Handling Difficult Callers 接待難以應(yīng)付的來電者.Special Points 特別的知識(shí)點(diǎn)Handling Difficult Callers 接待難以應(yīng)付的來電者.Practical Tips 適用提示Answering phone calls within 3rings and smile before you speak so that you will have a smiling voice. Never say hello or y

22、es when picking up the receiver. 鈴響三聲之內(nèi)接聽并在講話前先淺笑，這樣他就可以有淺笑的聲音。絕不在拿起聽筒時(shí)說“喂、“找誰。Say May I know who is calling instead of Who are you? Say May I have your name? May I have the spelling? do not say Whats your name? How to spell? 說“我可以知道是誰打來的嗎？而不是：“他是誰？；說“請(qǐng)問貴姓？、“請(qǐng)問如何拼寫？，而不能說“他姓什么？、“怎樣寫？。Say Pardon me? C

23、ould you repeat slowly? instead of What? if you do not hear the caller clearly. 假設(shè)沒聽清楚對(duì)方所說的內(nèi)容，說“負(fù)疚我沒聽清楚、“您能否慢點(diǎn)反復(fù)一遍？，不能說“什么？Give alternatives to the caller if the person s/he wants is not available or around, offer message taking and take notes-dont trust your memory, repeat before you put down the p

24、hone. 假設(shè)打來的人所找的人不在或無法接聽，要給對(duì)方選擇，自動(dòng)提出記錄留言，要用筆記不要太過置信本人的記憶。放之前一定要反復(fù)留言內(nèi)容。.Practical Tips 適用提示Always inform the caller if you are going to transfer his/her call to some other extension and if it is not a guest room number, tell the extension number to the caller. 在把機(jī)轉(zhuǎn)到其他分機(jī)上去的時(shí)候，一定要事先告知對(duì)方；假設(shè)不是客房號(hào)碼，就通知客人轉(zhuǎn)去

25、分機(jī)號(hào)多少。Say Sure, Certainly, All right, never say OK to a guest or supervisor. 對(duì)客人和上級(jí)說sure，certainly，all right，絕對(duì)不可以說“OK。Always use the magic words: would you, could youPlease, thank you, sorry, excuse me, may I一直運(yùn)用有魔力的字眼：您可不可以，能不能請(qǐng)您，謝謝，對(duì)不起，打擾，我能不能Know your hotel product knowledge well and be prepared

26、 to offer assistance to the guests all the time. 熟知本人酒店的產(chǎn)品知識(shí)，做好預(yù)備隨時(shí)向客人提供協(xié)助。Practice the standard phrases as much as possible so that you can get used to all of them and speak it naturally. 盡能夠多地聯(lián)絡(luò)規(guī)范用語以便熟練掌握到脫口而出。.禮貌用語禮貌用語：對(duì)不起，我可以轉(zhuǎn)您的嗎？(Excuse me, may I transfer your call?)對(duì)不起，請(qǐng)您稍等片刻好嗎？(Excuse me, may

27、 I place you on hold?)轉(zhuǎn)接方式：a.轉(zhuǎn)接至內(nèi)線：flash+分機(jī)號(hào)碼第三方接起后掛斷b.轉(zhuǎn)接至手機(jī)：flash+9+手機(jī)號(hào)碼第三方接起后掛斷轉(zhuǎn)接接聽所轉(zhuǎn)接的禮貌用語：贊賞您的等候，我是*，我能為您效力嗎？(Thank you for holding, this is *, how may I assist you?)其他禮貌用語禮貌用語：贊賞您的等候，*還在線上，我?guī)湍魝€(gè)口信好嗎？(Thank you for holding, Im afraid*is on the line, may I take message?)謝謝/請(qǐng)/對(duì)不起。(Thank you./Pleas

28、e./I apologize.)這是我的榮幸。(It would be my pleasure.)贊賞您打來。祝您愉快！(Thank you for calling. Have a pleasant day.).普通座機(jī)運(yùn)用方法.數(shù)字機(jī)運(yùn)用方法.撥打、接聽模擬：A打給Ba.)A是外線b.)A是內(nèi)線，B是一線部門c.)A是內(nèi)線，B是二線部門轉(zhuǎn)接模擬：C打給A，A轉(zhuǎn)接給Ba.)B在b.)B不在，轉(zhuǎn)至其手機(jī)/外線座機(jī)-5093-5853代接：C打給A，A不接聽，B代接禮儀模擬A：8988直線 B：7751.前廳部l 大堂經(jīng)理：Assistant Managerl 總臺(tái)：Front Deskl 禮賓：

29、Concierge l 商務(wù)中心：Business Center l 總機(jī)：Operator l 預(yù)定：Reservation 客房部l 房務(wù)中心：Housekeeping l 樓層：Attendant l 洗衣房：Laundry Service l PA：PA 餐飲部l 西餐廳：Chinese Restaurant l 宴會(huì)廳：Banquetl 西餐廳：Western Restaurantl 大堂吧：Lobby Bar l 會(huì)務(wù)組：Conference / Meeting Service l 訂宴：Reservation 財(cái)務(wù)部l 財(cái)務(wù)部：Finance l 采購部：Purchasing 平安部l 平安部：Security 工程部l 工程辦：Engineering l 電腦房：EDP centre l 工程維修：Maintain Service 康體部l 桑拿部：Sauna Service l 棋牌室