总机sop
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STANDARD OPERATION
PROCEDURES
标准工作程序
SERVICE CENTRE
服务中心
JIALI HOTEL, JIANGSU
STANDARD OPERATION PROCEDURE
太仓嘉礼大酒店
标准工作程序
2
Task No. Description
工作代码 描 述
SC-1 Telephone Skill Standards
接听电话标准
SC-2 Handling Incoming Calls For Staff
处理内部电话
SC-3 Handling Written And Voicemail Messages
处理书面和语音留言
SC-4 Handling General Inquiries
处理一般的询问
SC-5 Handling Requests For Locators
处理客人位置的要求
SC-6 Handling Requests For a Private & Confidential Stay
处理客人秘密住店的要求
SC-7 Handling a ‘Do Not Disturb’ Request
处理“请勿打扰”的要求
SC-8 Handling Requests For Screened Calls
处理筛选电话的要求
SC-9 Receiving a Wake Up Call Request
叫醒服务的要求
SC-10 Giving a Wake Up Call
提供叫醒服务
SC-11 Handling a Group Wake Up Call
处理团队叫醒服务
SC-12 Complimentary Coffee/Tea for VIP, Horizon & Suite Room
Guests
为VIP/豪华阁/套房客人提供免费咖啡/茶
SC-13 Handling Incoming & Outgoing Faxes
处理收到及外发的传真
SC-14 Delivery Of Guest Faxes And Messages
递送客人传真和留言
SC-15 Guest Paging Services
寻人服务
SC-16 Operator Assisted DDD/IDD Calls
接线员帮助处理DDD/IDD电话
SC-17 Handling a Room Change
处理换房程序
JIALI HOTEL, JIANGSU
STANDARD OPERATION PROCEDURE
太仓嘉礼大酒店
标准工作程序
3
SC-18 Handling Guest Complaints By Phone
处理客人的电话投诉
SC-19 Handling a Maintenance Request
处理设备维护要求
SC-20 Delivering Guest Room Amenities
递送客房备品
SC-21 Request For a Doctor
要求医务服务
SC-22 Giving Out Guest Information
向外部提供客人信息
SC-23 Grooming Standards
仪容仪表标准
SC-24 Rates for Manual Phone Charges
电话收费标准
SC-25 Back Ground Music
背景音乐
SC-26 Back Up Procedures
重启系统
SC-27 Emergency Procedures
紧急事件处理程序
SC-28 Emergency Procedures
紧急处理程序
JIALI HOTEL, JIANGSU
STANDARD OPERATION PROCEDURE
太仓嘉礼大酒店
标准工作程序
4
DEPARTMENT: Front Office
部门 ：前厅部 JOB TITLE: Operator
职称 ：总机
TASK NO: SC-1 ( Page 1 of 5 )
工作代码 ：SC-1 （第一页，共五页） TASK : Telephone Skill Standards
工作职责：接听电话标准
EQUIPMENT REQUIRED: Switchboard console
所需设备 ：总机控制台
WHAT TO DO
工作程序 HOW TO DO
操作明细 WHY
工作目的
1 Be alert and ready.
随时准备。
2 Greet the caller and
offer
assistance.
问候来电人并提供帮助。
Sit straight and pay attention to the
screen of the console. Always have a
pen and paper ready to take notes.
坐端正并注意控制台屏幕。时刻准备好纸笔以便做笔记。
Answer the call within 3 rings and
with a pleasant tone. Smile when
speaking, following the below order:
在三声振铃内以愉悦的声音接听电话。说话时微笑，按以下程序接听电话：
External Calls
外部来电
➢ Greet the guest.
问候客人。
➢ Identify the hotel.
说出酒店名字。
➢ Offer assistance.
提供帮助。
E.g. “Dood
morning/afternoon/evening,, JiaLi
Hotel, TaiCang, may I help you?”.
例如："上午好/下午好/晚上好，太仓嘉礼酒店，有什么我能帮到您？”
Use caller’s name wherever possible.
尽可能用名字来称呼客人。 To be ready and alert to greet
any guest that calls. Taking notes
is essential to prevent error.
时刻准备着接听客人电话。做好笔记防止犯错。
To keep and maintain the
standards of our hotel.
遵循酒店的标准。
PREPARED BY:
制定 APPROVED BY:
批准
POSITION: FOM
职位:前厅经理 SIGNATURE/DATE
签字/日期 POSITION: GM
职位：总经理 SIGNATURE/DATE
签字/日期 JIALI HOTEL, JIANGSU
