國際酒店標準電話禮儀(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)鍵技藝樹立良好個人及職業(yè)籠統(tǒng)對組織和個人而言獲得雙贏；了解作為溝通工具具有強大商業(yè)功能；了解禮儀與企業(yè)的重要意義，了解應(yīng)對了解的重要性，提升應(yīng)對技巧；根本禮儀的掌握并熟練運用這是現(xiàn)代職業(yè)人員首要條件；對提升企業(yè)員工個人素質(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)會酒店規(guī)范的禮儀細節(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：特別的知識點第五章：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 要找的號碼錯誤Pick up all on other extension 代接Handing more than one call 同時接聽幾個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，打錯了B. Making Calls 打C. Ending a telephone conversation 終了通話D. Special Points 特別的知識點E. Practical tips 適用提示.籠統(tǒng)構(gòu)成三要素時間和空間的選擇：打的時間和地點。通話的態(tài)度：他的言語、表情、動作。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。雖然對方無法看到他的面容，但他的喜悅或焦躁仍會經(jīng)過語調(diào)流顯露來。在酒店需時時辰刻留意此規(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兩聲內(nèi)Greeting 問候Identify department orsection 報部門Identify yourself 報姓名Offer Help 自動提供協(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) 報酒店外線或報部門內(nèi)線Identify yourself 報姓名Offer help 自動提供協(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。請問有什么可以幫您的嗎？內(nèi)線(一線部門)：Good morning, Operator，總機，我是大偉。請

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/或訊問對方是誰假設(shè)對方未講Keep smiling and use a courteous voice, show you are willing to help 堅持淺笑及運用禮貌的語氣，顯示出他樂意

7、相助Answering Calls 接聽二、Call for me 找我的Yes, speaking. 我是，請講。May I know who is calling? 請問您是哪位？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)需求等候的時間超越1分鐘，應(yīng)先讓對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)需求讓對方在線等候，回來時一定要說：“對不起，讓您久等了。Answering Calls 接聽三、On hold 在線等候One minute, please. Let me check for you. 請稍等，我?guī)湍橐幌?。It would take 2 min. 大約要2分鐘。Would you

9、like to hold on or should I call you back later? 請問您能否情愿等候還是我稍后打回給您？Sorry to keep you waiting. 對不起，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方他會讓所找的人接聽。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，并將交予對方。Answering Calls 接聽四、Call for someone around 是找附近的人May I know who is calling? 請問您是哪位？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+分機號轉(zhuǎn)到手機按閃斷鍵+9+手機號.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，訊問對方時候留言或稍后打來。Take down the name, time, date and number. Repeat name and number. Remember to put your neme on the message! 記下來電時間、日期，來電人姓名及號碼并反復(fù)姓名及號碼。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. 獨一區(qū)別是訊問來電者稍后再打來還是讓所找的人一會兒打過去。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碼，協(xié)助轉(zhuǎn)往正確的分機；否那么，友好地通知來電者打總機轉(zhuǎn)。Answering Calls 接聽七、Wrong number 對方錯撥號碼.Never let thecall on other extension in your area be ignored! 絕對不可以對他所在區(qū)域其他分機上的置之不理！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“同時接聽幾個。Answering Calls 接聽八、Pick up call on other extension 代接代接功能鍵按*3+振鈴分

15、機號.Kindly ask the other party to hold on and go to answer the call on the other extension. Steps like mentioned before. 禮貌地懇求對方贊同他接聽另一個，然后過去接聽響鈴分機。步驟與前面提到過的一樣。Quickly prioritize and focus on one call only.迅速決議哪一個重要并只專注于一個。 Answering Calls 接聽九、Handing more than one call 同時接聽幾個.Greeting 問候Identify you

16、r department/hotel 報出本人的部門/酒店Identify yourself 報出他本人Tell the person why you call or whom you call for 闡明去電意圖或報出要找的人Making Calls 打出一、Standard Making Calls 規(guī)范打出打出功能鍵呼叫內(nèi)線直接撥分機號碼呼叫外線撥9+外線號碼.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碼，并請對方轉(zhuǎn)達留言或轉(zhuǎn)告他要找的人他會稍后再打來。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. 要為打錯負疚。假設(shè)他不確定要找的號碼，沒準對方可以幫他呢。Making Calls 打出三、Oops! Wrong number! 糟糕，打錯了！.Thank the other party and express your best wish. 贊賞對方，并給對方良好祝愿。Hang up gently after him/her if the other party is a guest or superior. 假設(shè)對方是客人或級別比他高的人，在對方掛之后悄然放下。Ending a telephone conversation 終了通話Remember t

19、o smile.Identify yourself clearly 明晰地報出您所在部門及姓名Listen attentively 仔細傾聽來電內(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 堅持鎮(zhèn)定、禮貌、友好Avoid personal confrontation&Avoid placing blame 防止個人心情，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 必要時向他人討教Close the conversation naturally and courteously 自然而有禮貌地終了對話Follow up action 采取相應(yīng)行動Special Points 特別的知識點Handling Difficult Callers 接待難以應(yīng)付的來電者.Special Points 特別的知識點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。請問有什么可以幫您的嗎？.Special Points 特別的知識點Handling Difficult Callers 接待難以應(yīng)付的來電者.Special Points 特別的知識點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“請問貴姓？、“請問如何拼寫？，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)沒聽清楚對方所說的內(nèi)容，說“負疚我沒聽清楚、“您能否慢點反復(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，要給對方選擇，自動提出記錄留言，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. 在把機轉(zhuǎn)到其他分機上去的時候，一定要事先告知對方；假設(shè)不是客房號碼，就通知客人轉(zhuǎn)去

25、分機號多少。Say Sure, Certainly, All right, never say OK to a guest or supervisor. 對客人和上級說sure，certainly，all right，絕對不可以說“OK。Always use the magic words: would you, could youPlease, thank you, sorry, excuse me, may I一直運用有魔力的字眼：您可不可以，能不能請您，謝謝，對不起，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，做好預(yù)備隨時向客人提供協(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：對不起，我可以轉(zhuǎn)您的嗎？(Excuse me, may I transfer your call?)對不起，請您稍等片刻好嗎？(Excuse me, may

27、 I place you on hold?)轉(zhuǎn)接方式：a.轉(zhuǎn)接至內(nèi)線：flash+分機號碼第三方接起后掛斷b.轉(zhuǎn)接至手機：flash+9+手機號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€口信好嗎？(Thank you for holding, Im afraid*is on the line, may I take message?)謝謝/請/對不起。(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.).普通座機運用方法.數(shù)字機運用方法.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/外線座機-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：Front Deskl 禮賓：

29、Concierge l 商務(wù)中心：Business Center l 總機：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 宴會廳：Banquetl 西餐廳：Western Restaurantl 大堂吧：Lobby Bar l 會務(wù)組：Conference / Meeting Service l 訂宴：Reservation 財務(wù)部l 財務(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