文档内容介绍：
What: Number of rings before the reservation sales agent answers the telephone.
内容：预定员回应来电前的铃声数量
How: Incoming call to be answered within 3 rings by the reservations sales agent.
方法：来电须在铃响3声内有预定员的应答声
When: After call is transferred to the reservations department.
时间：在来电转到预定部之际
Why: Waiting time on the telephone forms part of the customer’s first impression of the reservation department
原因：来电的等候时间是 顾客 对预定部第一印象的组成部分
Exceptions: Will not apply if the staff member who answered the main telephone line also takes the booking. If the caller has to listen to a recording before speaking to the reservation agent, this should not last more than 20 seconds. The agent has to answer the phone within 20 seconds of music – equivalent to 3 rings.
例外：如果总机接线生同时也负责预定，则此条不适用。如果来电者在与预定部通话前须听等候音乐，不应该持续超过 20 秒。 预定员必须在 20 秒音乐内—即相当于电话铃响3声内应答。
1.4 Reservation sales agent offered greeting预定员的问候
What: Offers the appropriate greeting according to the time of day
内容：根据每天的时间给出恰当的问候
How: Greeting must include a salutation (Good Morning/Afternoon/Evening), the name of department (e.g. Reservations), the reservation sales agent’s name and offer of assistance. All elements must be present in the greeting.
方法：问候须包括打招呼（早上好/下午好/晚上好），部门名称（例：预定部），预定员的名字和提供的帮助。基本要点为问候须用现在时
Example of greeting: 问候举例：
“Good Morning, Reservations, Lisa Speaking”
早上好，预定，我是莉萨
Examples to offer assistance 提供帮助的事例：
“How may I help you?”
“请问有什么我能帮到您的吗？”
“How can I assist you?”
“请问有什么我可以协助您做的？”
“What can I do for you today?”
“今天我能为您做什么呢？”
Once the question is asked they listen attentively to what the customer is saying
一旦问完，预定员随即专心聆听顾客
When: At the beginning of the call – the reservation sales agent should be the first to speak.
时间：开始通话之际—- 预定员须首先说话
Why: The greeting is the first step in building rapport with the caller. Mentioning the hotel department reassures the customer they have been transferred to the correct hotel department. Offering a name gives a personal touch. The last question offering to assist gives the caller the opportunity to open the conversation. This question displays an openness and willingness to help.
原因：问候是与来电者建立和谐关系的第一步。提及 酒店 部门的名称可使客人确信被转到了正确的部门。提供本人名字给人以亲切感。最后提供帮助的问询则给予来电者进行交谈的机会，它显示出提供帮助的坦诚性及意愿。
Exceptions: Will not apply if the staff member who answered the main telephone line also takes the booking and has already greeted the caller. If the call is made in English but the hotel greeting is in local language, the caller should at minimum clearly identify the hotel name. If the hotel name cannot be identified than this criterion will be scored NO.
例外：如果员工既做接线生同时也做预定员，因已问候过来电者，则此条不适用。如果来电为英语，但酒店的问候为当地语言，应最低限度地保证来电者清楚酒店的名称。 如果酒店的名称无法让人明白，那么这条 标准 > 标准 得分为零。
1.5 The call is handled within 1 transfer maximum 来电最多只能转接一次
What: How many persons does the caller have to speak to in order to make a reservation.
内容：来电者要跟多少人通话方能做预定
When: After the transfer from the operator to a reservation agent, the line should not be transferred again.
时间：总机接线员将电话转到预定部后，电话不应再次转接。
Why: In order for the caller to know he is speaking to the right person and to be confident about his booking and the professionalism of the reservation department.
原因：以使来电者知道他正跟正确的人通话并对预定有信心、同时感受预定部的专业性。
Exceptions: None
本文档包含在《酒店管理宝典光盘》中
