占线2020最新酒店岗位职责&全套管理制度 酒店岗位职责&全套管理制度 TAO-RM-RES-A080 Processing Busy Line

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THE ST.REGIS SHANGHAI

上海瑞吉红塔大酒店

TRAINING ACTIVITY OUTLINE

培训活动纲要

Task: Processing Busy Line

任务: 电话占线的处理程序

C o de序号: RM-RES-A080

Objectives At the end ofthis session reservation sales agent will know the procedureofprocessing busy line.

目的: 在课程结束的时候预订部销售文员应懂得处理占线电话的程序。Standard When an extension is engaged or busy, the Reservation Sales Agent willadvise the caller accordingly.The caller will always be offered the optionsof waiting for the extension to become available or leaving a message.标准: 任何情况下某分机占线时 预订部销售文员都应告诉对方。 无论何时都要提供给致 电者选择在分线上等待或留言的权利。

Resources: Flip Chart,Handout Telephone.

培训器材: 白板 白板纸培训资料 电话。

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