威斯汀系列培训电话礼仪手册.doc

ObjectiveIn this training module, you will learn:Ø Telephone General GuidelinesØ Important Communication SkillsØ Important Knowledge for Telephone ServicesØ Telephone Courtesy GuidelinesØ Guidelines for Answering TelephonesØ Telephone UseØ MessagingØ Wake-up CallsØ Use of Galaxy PMS as computerized supportPerformance ExpectationTo be signed off on this training module, you will, from memory, demonstrate knowledge of the items noted above to your trainer.Additional ResourcesWestin Brand StandardsHotelEXPERT Users ManualGalaxy Operators Users ManualTimingFirst two weeks of trainingWhy I Need To Know ThisAs a Service Express team member, you are one of the most integral members of the hotel. The Service Express department is the area of the hotel where many of our guests first experience The Westin Diplomat Resort & Spa service and where their final and lasting impressions will be formed. Telephone calls are one of the first points of contact a guest will have with The Westin Diplomat. Since Service Express is the “One call That Does All” you need to learn how the Telephone system can be utilized as one of the most powerful tools. Once you have learned about proper telephone usage, you will be able provide the guests the following benefits:Ø Easy-to-use, friendly service;Ø Improved response time;Ø One point of contact;Ø Access to information regarding all hotel services;Ø Pro-active resolution of guest needs and problems; andØ Personal preference tracking capability.GENERAL GUIDELINESThe goal of Westin Hotels & Resorts is to provide our guests with superior quality service on a consistent, company-wide basis, in person and on the telephone. This attention to service will be the distinguishing factor to set Westin above the competition and help determine the success of the hotel and the people working in it.The personal encounter between the associate, and the guest is the hinge upon which the hotels future swings. When the associate answers the phone, the guests perception is that the associate is Westin Hotels & Resorts. How each telephone interaction is handled will influence the guests perception of the hotel and his/her desire to use a Westin hotel now and in the future.Since our guests first impression of our facilities often develops from their initial contact with us over the telephone, when we handle phone calls, whether they are from guests, purveyors, or our own people, we must always remain as positive and as helpful as possible. Never underestimate the importance of this part of the job. Following Westins telephone policies will help our associates develop tools and skills to provide outstanding, professional telephone service to each caller.Westin Hotels & Resorts aims to provide 100% guest satisfaction, and telephone service is one method of ensuring our goals. The telephone not only allows guests to request information and services from us, but also allows us to make our guests experiences at Westin positive.Furthermore, a telephone call can help turn a negative guest situation into a positive experience. When a guest has had a problem with the hotel, the first step in resolving the problem is to call the guest personally. This effort demonstrates the hotels concern to the unsatisfied guest. The immediate attention indicates the hotels commitment to excellent service and shows that we possess a sense of urgency and a commitment to resolving the problem.IMPORTANT COMMUNICATION SKILLS TEL 1 01/01/02The Service Express Telephone Ambassador has one of the most important roles to play in the success of the resort. The main responsibilities are answering calls from outside of the resort and directing callers to the appropriate extensions and answering calls from within the resort, providing accurate information to guests and fellow ambassadors. In order to provide outstanding, professional telephone service to callers it is vital that the Service Express Telephone Ambassador display superior communication skills. STANDARDAll calls originating from outside of the hotel as well as from within the hotel shall be answered in a professional and courteous manner. All calls are answered within three rings.PROCEDURE1.Always remember that all telephone calls are important; it does not matter who is calling.2.Speak slowly and clearly in a polite, business-like manner.3.Not use slang or industry jargon while describing our services4.Know our services and products as though they are second nature.5.Maintain a positive attitude and tone that displays genuine concern.6.Stay relaxednot too formal, but professional!7.Make guests feel important (practice confidence with humility).8.Remain patient if asked to repeat something.9.Listen carefully.10.Smile while speakingit shows in the voice.11.Provide complete answers in a professional manner.12.Never respond to a question with, “I dont know.” Always offer to find the answer.13.Attempt to satisfy a guests needs when a guest is not happy with a situation.14.Look for the real question being asked.15.Go the extra mile.16.Never sound rushed or busy.17.Never offer excuses.BENEFITTo consistently achieve Westin Standards and to exceed our guests expectations.RESPONSIBILITY·Service Express Manager · Service Express Assistant Managers·Service Express AgentsRESOURCES & ADDITIONAL REFERENCES Westin Hotels & Resorts 2002 Brand StandardsIMPORTANT KNOWLEDGE FOR TELEPHONE SERVICES TEL 2 - 01/01/02Providing accurate information to callers is one of the primary duties of the Service Express Telephone Ambassador. Being knowledgeable about the hotel, its services, policies and the surrounding environment is an essential tool that will enable the Service Express Telephone Ambassador to effectively provide information to callers. STANDARDAccurate information about the hotel, its services and policies shall be provided to all callers. An Ambassador shall never respond to a question with, “I dont know.” Explain to the caller that you will find the answer.PROCEDURE1.Ambassadors know the following information each time they answer the telephone:· The hours of operation for the restaurant, bar, shops, services, recreational facilities, etc.;· The room price ranges, including seasonal prices;· The total number of guestrooms, including occupancy capabilities of each guestroom;· The total number of meeting/banquet rooms, including occupancy capabilities;· The restaurant reservation policy;· Accommodations for guests with disabilities;· The list of all bilingual associates and their departments;· Buffets and special brunches;· General directions to the hotel;· The general location of hotel restaurants, bars, shops, meeting/banquet facilities, recreational facilities, and swimming pools;· General directions to nearby popular restaurants and shopping malls;· Popular attractions and seasonal events;· Available shuttle services;· Local area and airport directions;· Our policies regarding credit cards;· Our policies regarding personal checks and travelers checks;· Our policies regarding appropriate dress codes;· Interviewing hours, when relevant;· Managers names, schedules, and phone extensions;· A list of emergency phone numbers; and· Procedures for emergency situations.BENEFITTo consistently achieve Westin Standards and to exceed our guests expectations.RESPONSIBILITY·Service Express Manager · Service Express Assistant Managers·Service Express AgentsRESOURCES & ADDITIONAL REFERENCES Westin Hotels & Resorts 2002 Brand StandardsTELEPHONE COURTESY GUIDELINES TEL 3 01/01/02The guests impression of the resort will be strongly influenced by their initial contact over the telephone. The Service Express Telephone Ambassador is in a position to significantly influence that impression. It is the responsibility of each Telephone Ambassador to make a favorable impression on all callers by providing a positive telephone experience.STANDARDAll calls (internal and external) shall be answered in a professional and courteous manner. PROCEDURE1.Listen attentively to the caller: A caller wants and deserves undivided attention. View the call as the only important conversation at that time. Therefore, eliminate any personal conversations while on duty.2.Address every guest by name: If possible, use the guests name (Mr. Smith, Ms. Brown) at least twice. The guest will feel that you are truly interested.3.Speak distinctly and articulately: Do not chew gum or candy or have straws or other items in your mouth while speaking. 4.Speak slowly: Do not speak too quickly because your conversation may sound garbled or cause the guest to feel rushed.5.Speak directly into the phone. You should be able to pass 2 fingers sideways between your lips and the transmitter.6.Speak pleasantly: Try to picture the person at the other end of the line and speak to him or her, not to the telephone. This will help you avoid sounding mechanical. Do not whisper or mumble. Speak in a natural, friendly voice. Allow your personality to shine through.7.Be helpful: Be prepared to answer questions. Necessary information will be posted at each workstation. When receiving misdirected calls that must be referred to other departments, obtain the pertinent information and contact the proper associate to handle the situation for the guest.8.Be positive: Answer the guests questions with a “yes” whenever possible. Attempt to satisfy all guest requests at the point of inquiry. No reasonable guest request should be denied.BENEFITTo consistently provide outstanding telephone service and to exceed our guests expectationsRESPONSIBILITY·Service Express Manager · Service Express Assistant Managers·Service Express AgentsRESOURCES & ADDITIONAL REFERENCES Westin Hotels & Resorts 2002 Brand StandardsPROCEDURAL GUIDELINES FOR ANSWERING THE TELEPHONE TEL 4 01/01/02The Service Express Telephone Ambassador plays an essential role in fostering a favorable first impression of the resort. When an Ambassador answers the telephone, that Ambassador is perceived by the caller as being the Westin Hotels & Resort. It is the responsibility of each Telephone Ambassador to view every call as an opportunity to make an impressive first impression. STANDARDAll telephone calls are answered promptly using the appropriate greeting. No calls are automatically placed on hold. Messages are promptly and efficiently taken upon request.PROCEDURE1. Never let the telephone ring more than three times.2. If it becomes necessary to put someone on hold, say, “May I please ask you to wait one moment.” and wait for a response.3. If more than one line is ringing at the same time, never answer the telephone with “(Westin, _), hold please,” while you answer another call. Always listen to the callers request before asking if you may put him/her on hold.4. Never leave someone on hold more than 30 seconds without at least saying, “He/she will be right with you.” This can be done on an automated system. Be extra careful not to forget about someone who has been put on hold.5. If you see a flashing button and no one knows who is on the line, pick up the telephone and ask, “This is _, How may I assist you?” Then follow up on the call.6. Never give out an associates telephone number to anyone.7. If a caller asks you something you dont know, never say, “I dont know,” no matter how busy you are. Explain to the caller that you will find the answer.8. Promptly and efficiently take guest messages upon the callers request or offer to transfer the caller to the guests voice messaging system: “Would you like to be connected to Mr. Smiths voicemail or may I take a message for him?”9. When communicating with a foreign speaking caller, refer to the list of the hotels foreign speaking associates and their positions to assist the caller.10. Always refer lost and found calls to a Manager or Security. Never tell the caller that we have found the item they have lost.11. When a call comes in for a Manager:a) Ask the caller if he/she minds waiting.b) Locate the Manager and inform him/her of the call.c) Inform the caller that “The Manager will be with you shortly,” when necessary.d) Never assume a Manager is too busy to take the call. The call is your responsibility until you are certain a Manager has picked up the telephone.12. When a call comes in for an associate:a) Personal calls are not permitted. Determine whether the call is an emergency.b) If the caller says, “This is an emergency,” inform the Manager and get the associate as quickly as possible.BENEFITTo exceed our guests expectations and achieve Westin Hotels & Resorts goal of providing 100% guest satisfaction through telephone services.RESPONSIBILITY·Service Express Manager · Service Express Assistant Managers·Service Express AgentsRESOURCES & ADDITIONAL REFERENCES Westin Hotels & Resorts 2002 Brand StandardsGUIDELINES FOR SPECIFIC TELEPHONE USE TEL 05 01/01/02The Service Express Telephone Ambassador must maintain a professional, friendly and courteous manner when conversing on the telephone. This is essential in establishing a positive telephone experience for both internal and external callers.STANDARDAmbassadors are courteous and friendly when answering all lines, both internal and external. The callers permission is sought prior to being placed on wait. Ambassadors return to waited calls within one minute. PROCEDURE1. Answering a department line:a) Give your department name.b) Identify yourself.Example: “Good morning, Service Express. This is John. How may I assist you Mr. Jones? (if name display is available)”2. Answering another individuals line:a) Identify the office.b) Identify yourself.c) Offer assistance or to take a message.Example: “Good morning, Ms. Smiths office. This is John. How may I assist you Mr. Jones (if name display is available) ?”3. Placing a caller on wait:a) Always ask for the callers permission, using the callers name, and wait for his/her response before putting him/her on hold.Example:Associate: “May I ask you to please wait for one moment, Mr. Smith? (if name display is available)”Caller: “Yes.”Associate: “Thank you.”b) Never forget a caller on wait.4. Returning to a caller who is waiting:a) Thank the ca