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1、Objective In this training module, you will learn: Telephone General Guidelines Important Communication Skills Important Knowledge for Telephone Services Telephone Courtesy Guidelines Guidelines for Answering Telephones Telephone Use Messaging Wake-up Calls Use of Galaxy PMS as computerized support
2、Performance Expectation To be signed off on this training module, you will, from memory, demonstrate knowledge of the items noted above to your trainer. Additional Resources Westin Brand Standards HotelEXPERT Users Manual Galaxy Operators Users Manual Timing First two weeks of training Why I Need To
3、 Know This As 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 Improved response time; One point of contact; Access to information regardi
4、ng all hotel services; Pro-active resolution of guest needs and problems; and Personal preference tracking capability. GENERAL GUIDELINES The goal of Westin Hotels 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 whil
5、e describing our services 4.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 as
6、ked 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
7、situation. 14.Look for the real question being asked. 15.Go the extra mile. 16.Never sound rushed or busy. 17.Never offer excuses. BENEFIT To consistently achieve Westin Standards and to exceed our guests expectations. RESPONSIBILITY Service Express Manager Service Express Assistant Managers Service
8、 Express Agents RESOURCES 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 wi
9、th 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 po
10、pular 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
11、 hours, when relevant; Managers names, schedules, and phone extensions; A list of emergency phone numbers; and Procedures for emergency situations. BENEFIT To consistently achieve Westin Standards and to exceed our guests expectations. RESPONSIBILITY Service Express Manager Service Express Assistant
12、 Managers Service Express Agents RESOURCES neither the telephone switch or service provider has the capability of quoting back charges. Ambassadors shall answer the calls with the proper verbiage, and when it is determined to be a collect call, politely inform the caller of the inability to accept.
13、BENEFIT To consistently provide outstanding telephone service while satisfying our guests needs. RESPONSIBILITY Service Express Manager Service Express Assistant Managers Service Express Agents RESOURCES & ADDITIONAL REFERENCES Westin Hotels & Resorts 2002 Brand Standards EMERGENCY OR DEATH MESSAGES
14、 TEL 17 01/01/02 Emergency or death messages shall immediately be connected to the Manager on Duty by the Service Express Telephone Ambassador when the callers report that they are unable to reach their desired party. The Ambassador shall remain sympathetic and be as helpful as possible. STANDARD Al
15、l answered emergency calls shall be connected to the Manager on Duty. The Manager on Duty shall notify the guest in person. Emergency calls for ambassadors shall be connected to the department manager or Manager on Duty. PROCEDURE 1. When a caller indicates an emergency and is unable to reach the de
16、sired guest, determine the nature of the emergency. 2. Inform the caller that the Manager on Duty will be contacted and ask them to wait. 3. Place caller on wait and contact the MOD. Inform MOD of circumstances. 4. Connect caller to Manager on Duty. 5. If the call is for an Ambassador, inform the de
17、partment manager and get the ambassador as quickly as possible. BENEFIT To consistently provide outstanding telephone service and to exceed our guests expectations RESPONSIBILITY Service Express Manager Service Express Assistant Managers Service Express Agents RESOURCES & ADDITIONAL REFERENCES Westi
18、n Hotels & Resorts 2002 Brand Standards IN ROOM DINING CALLS TEL 18 01/01/02 The Service Express Telephone Ambassador is responsible for facilitating the In-Room Dining requests of guests. It is essential that the call be connected to Room Service and the guest is able to place his/her order without
19、 any difficulty. The Ambassador must therefore ensure that calls are not connected to a busy line. STANDARD When guests call down for In-Room Dining (Room Service), Ambassadors will answer the call using the appropriate verbiage. When a guest caller indicates that he/she wishes to place an In-Room D
20、ining order, the call will be connected to Room Service. PROCEDURE 1. When a guest indicates that he/she wishes to place an In-Room Dining order, connect the guest to Room Service using the following verbiage: “My pleasure to connect you to the Service Express Ambassador who will assist you with you
21、r order, Mr./Mrs./Ms._(guest name).” Connecting the call using this verbiage allows for a seamless transition for the guest. 2. Connect the call, staying on the line to ensure that it does not ring busy, and hang up only when an In-Room Dining Ambassador answers. 3. If an In-Room Dining extension is
22、 unavailable, accept the order and contact In-Room Dining as soon as an extension is available. BENEFIT To consistently provide outstanding telephone service and to exceed our guests expectations RESPONSIBILITY Service Express Manager Service Express Assistant Managers Service Express Agents RESOURC
23、ES & ADDITIONAL REFERENCES Westin Hotels & Resorts 2002 Brand Standards PLACING CALLS ON HOLD TEL 19 01/01/02 The Service Express Telephone Ambassador shall never automatically place callers on wait. The callers permission shall always be sought prior to being placed on wait. The Ambassador must be
24、careful not to forget about any call that has been placed on wait. STANDARD When a caller must be put on hold the term “wait “ is used and not “hold.” Never automatically place a caller on hold. Never leave a call on wait for more than 30 seconds PROCEDURE 1. Answer the call using the appropriate ve
25、rbiage. 2. Listen to the callers request. 3. Ask for the callers permission and then wait for a response prior to placing on wait. 4. Use the following verbiage: “May I please ask you to wait one moment?” 5. Thank the caller for allowing you to place him/her on wait. 6. Never forget a call that has
26、been placed on wait. BENEFIT To 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 Agents RESOURCES & ADDITIONAL REFERENCES
27、Westin Hotels & Resorts 2002 Brand Standards RETURNING TO CALLS ON HOLD TEL 20 01/01/02 STANDARD An Ambassador who answers a waited call shall thank the caller for waiting and/or apologize for the wait. PROCEDURE 1. The Ambassador takes the call off wait. 2. Thank the caller for waiting and/or apolo
28、gize for the wait. 3. Use the following verbiage: “ Thank you for waiting. This is_(name). How may I assist you?” BENEFIT To exceed our guests expectations and achieve Westin Hotels & Resorts goal of providing 100% guest satisfaction through telephone services. RESPONSIBILITY Service Express Manager
29、 Service Express Assistant Managers Service Express Agents RESOURCES & ADDITIONAL REFERENCES Westin Hotels & Resorts 2002 Brand Standards SCREENING CALLS TEL 21 01/01/02 All telephone calls made to the Westin Diplomat are considered important, it does not matter who is calling. Calls are NEVER to be
30、 screened by the Service Express Telephone Ambassador. An Ambassador shall NEVER assume that a Manager is too busy to take a call. STANDARD The screening of telephone calls is not an acceptable policy of the Westin Diplomat. Ambassadors shall NEVER screen calls. PROCEDURE 1. Answer the calls using t
31、he appropriate verbiage. 2. Connect the caller to the requested party. 3. The following phrases shall NEVER be used : May I ask who is calling ?, Who is calling please ? BENEFIT To exceed our guests expectations and achieve Westin Hotels & Resorts goal of providing 100% guest satisfaction through te
32、lephone services. RESPONSIBILITY Service Express Manager Service Express Assistant Managers Service Express Agents RESOURCES & ADDITIONAL REFERENCES Westin Hotels & Resorts 2002 Brand Standards VOICEMAIL SYSTEM TEL 22 01/01/02 The voicemail system is a computer-based message system that allows the c
33、alling party to leave a message for the guest that the caller records with his/her own voice. Each room automatically will be assigned a “mailbox.” Multiple guests sharing a room will share a mailbox. When a caller wishes to leave a message for a guest, ask if the caller wishes to leave a voice mess
34、age. ON-HOLD MESSAGING TEL 23 01/01/02 Soft, classical, or instrumental music is recommended. Music must be clear and of high quality. Internal advertising and promotion of services shall be discreet and professional. The recorded message must be up-to-date at all times. BENEFIT To consistently prov
35、ide outstanding telephone service and to exceed our guests expectations RESPONSIBILITY Service Express Manager Service Express Assistant Managers Service Express Agents RESOURCES & ADDITIONAL REFERENCES Westin Hotels & Resorts 2002 Brand Standards RECEIVING GUEST MESSAGES TEL 24 01/01/02 It is an es
36、sential responsibility of the Service Express Telephone Ambassador to ensure that callers feel confident about leaving messages for registered guests, guests holding reservations and non-registered guests who are attending meetings or seminars at the hotel. The caller must feel assured that the mess
37、age left will actually reach the guest. STANDARD All Service Express Ambassadors shall promptly and efficiently take guest messages upon the callers request or transfer the caller into the voice mail system for registered guest if preferred. PROCEDURE 1. Determine whether the guest is registered or
38、holding a reservation. 2. For registered guests offer the voicemail or the written message option when the call rings back. Use the following verbiage: “ Im sorry Mr/Mrs/Ms (name) is not answering. Would you like his/her voice mail or may I take a message?” 3. For guests holding reservations, use: “
39、Im sorry Mr/Mrs/Ms (name) has not arrived as yet. May I take a message?” 4. Obtain the following info: The callers name and phone number Status for call back Time of message 5. All messages are entered into the system as the caller gives the information. 6. The text is always read back to the caller
40、 for verification. 7. For non-registered guest attending meeting or seminars: 1) All messages are taken concisely. 2) A copy is given to the Front Desk to hold. 3) A copy is given to Service Express Ambassador for delivery. 8. Ensure message light is activated. 9. Initial the message. BENEFIT To exc
41、eed 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 Agents RESOURCES & ADDITIONAL REFERENCES Westin Hotels & Resorts 2002 Brand
42、Standards DELIVERING GUEST MESSAGES TEL 25 01/01/02 Task DetailingDelivering a Message Utilizing Galaxy STANDARD All Service Express Ambassadors shall 1.From the Main Menu, select Telephone Operator Menu promptly and efficiently deliver to guest messages left upon request . 2.Select Guest Message En
43、try/Inquiry Menu Type in the guest room number to pull up guest profile. PROCEDURES When guests call for messages read exactly as given. Messages are canceled in the system immediately after delivery. Ensure message light is deactivated. For non-registered guest attending meeting or seminars: A copy
44、 is given to the Front Desk to hold. A copy is given to Service Express Ambassador for delivery. Note date and time message was delivered. Initial. For guest calling from a place other than their rooms, ensure verification that the guest is the intended recipient. For messages not picked up by guest
45、, print out and give to Service Express Luggage Ambassador for personal delivery to each guest room at 9pm each night. 1.Press Actions. 2.Highlight GIVE Message and press Enter. 3.Press the down or up arrow keys until finding the message to be given. 4.Press Enter at the “by” field. This automatical
46、ly puts in the users name who logged into that terminal. If it is a different user type in the name and press Enter 5.Once message is given press Save. The message light will be turned off automatically. BENEFIT To consistently provide outstanding telephone service and to exceed our guests expectati
47、ons RESPONSIBILITY Service Express Manager Service Express Assistant Managers Service Express Agents RESOURCES & ADDITIONAL REFERENCES Westin Hotels & Resorts 2002 Brand Standards WAKE-UP CALL TEL 26 01/01/02 The Service Express Telephone Ambassador is responsible for providing wake-up call service
48、24 hours a day. The Ambassador on the third shift will be responsible for confirming a guest status, whether or not they will receive a personal wake up call. The automated calls are into the system, and the “Remindotimer” set to perform the personal wake-up calls. The Service Express Ambassador sol
49、icits a breakfast or coffee order at the time of the wake-up call request. An offer of a second call is also made to the guest. The Ambassador ensured that wake-up call be completed within 5 minutes of the requested time. When the wake-up call is delivered it shall also include the current outside temperature. If a personal wake up call is given, the Se