文档介绍：Policy Number
Crowne Plaza City Center Changsha 序号: FO/GSC/002
长沙皇冠假日酒店 Effective Date
生效日期: Immediately
Supersedes No.
Policy & Procedure - Front Office 废止号: -
Department(Guest Service Center) Prepared By 制 Jessica Shao
前厅部制度和程序(宾客服务中心) 定人:
Approved By
批准人: Jim Burton
Answering Telephone Distribute to 发放:
接听内外线电话 All Division/Department Heads
各部门总监及部门经理
Page 1 of 4
A: Policy 政策
To establish guidelines for our employees in telephone answering and ensure that all guests are
provided with high quality service consistent with the image of Crowne Plaza service.
建立员工的电话接听指南,向客人提供始终如一的皇冠品牌服务。
C: Procedure 程序
Standardized Telephone Answering 接听标准
For external calls (handles by telephone operator):
外线接听(由话务员处理时)
“Good morning/afternoon/evening, Crowne Plaza City Center Changsha, how may I help you?
”早上好/下午好/晚上好,长沙皇冠假日酒店,请问有什么可以帮助您?
For internal calls (at the department level):
内线接听(由各部门接听时)
“Good morning/afternoon/evening, XX department, XX speaking, how may I help you?”
“早上好/下午好/晚上好,_____部门,我是_____,请问有什么可以帮助您?”
When the line is busy:
当线路占线时:
“I am sorry, sir/madam, the line is busy. Would you like to wait?” OR “I am sorry, sir/madam, the
line is busy. Would you like to leave a message?”
“很抱歉,先生/女士,线路正忙,请问您需要等待吗?”或者“很抱歉,先生/女士,线路正忙,请
问您需要留言吗?”
When the guest room has no answer:
PP 002 Answering Telephone
Policy Number
Crowne Plaza City Center Changsha 序号: FO/GSC/002
长沙皇冠假日酒店 Effective Date
生效日期: Immediately
Supersedes No.
Policy & Procedure - Front Office 废止号: -
Department(Guest Service Center) Prepared By 制 Jessica Shao
前厅部制度和程序(宾客服务中心) 定人:
Approved By
批准人: Jim Burton
Answering Telephone Distribute to 发放:
接听内外线电话 All Division/Department Heads
各部门总监及部门经理
Page 2 of 4
当客房电话无人接听时:
“I am sorry, sir/madam, there is no answer. Would you like to leave a message or call back later?”
“对不起,先生/女士,电话无人接听,请问您是需要留言还是稍候打来?”
When the person being ca