总机规范用语一、接听电话标准1、电话铃响，立即接听：“Good morning/afternoon/evening HuaTian Hotel(Operator)您好，浏阳华天（总机）。
2、电话铃声超过三声后接：“Good morning/afternoon/evening HuaTian Hotel(Operator) 您好，浏阳华天（总机），对不起，让您久等了。
3、电话铃响接听后，无人应答：“Good morning/afternoon/evening HuaTian Hotel(Operator) 您好，浏阳华天（总机）。
”重复两问候二遍：“您好，您的电话已接通，请讲。
”还是无人应答：“对不起，暂时听不到您的声音，请您稍后再拔，再见。
”4、电话接通后，对方无人接听：“Good morning/afternoon/evening HuaTian Hotel(Operator) 您好，浏阳华天（总机）。
对方电话无人接听，电话转回来后。
“对不起，电话暂时无人接听，请您稍后再拔。
”5、电话接通后，对方电话占线：“Good morning/afternoon/evening HuaTian Hotel(Operator) 您好，浏阳华天（总机），对不起，电话占线，请您稍后再拔。
”6、转接客房电话，但话务台没有住房信息时，告之客人：“对不起，房间没有住客信息，详细情况为您转前台查询。
”二、预订电话转接标准1、问候语：“Good morning/afternoon/evening HuaTian Hotel(Operator) 您好，浏阳华天（总机）。
2、“请问您是需要预订客房、餐饮还是娱乐？”A、客房预订1、“请问您是需要预订今天的房间吗？”2、“好的，马上为您转接客房预订。
”B、餐饮预订“好的，马上为您转接餐饮预订。
C、娱乐预订“好的，为您转接ＫＴＶ。
”总机礼貌用语1、问候语：（外线）“Good morning/afternoon/evening HuaTian Hotel您好，浏阳华天（内线）“Good morning/afternoon/evening Operator 总机2、对方无人应答时：您的电话已接通，请讲！You party is on the line please go ahead ！接电话时：您好，请问您找哪位？Good morning/afternoon/even ing. Madam/sir. Whom would you like to speak to?3、铃声响超过三声时：对不起，让您久等了，电话已接通，请讲。
I’m sorryto keep you waiting, your party is on the line, Please go ahead!4、客人要转入房间时：请问您能告诉我房主贵姓吗？May I have the guest’s name?5、电话无人接听时：对不起，XX 房间电话暂时无人接听，请问您是稍后再拔还是留言呢？I’m sorry room XX doesn’t answer, Would you like to cal l back late or leave a message?6、插线时：对不起，打扰了，我是总机，这里有您XX单位XX先生（小姐）电话，请问需要接过来吗？Sir/madam, I’m very sorry to disturb you, T his is operator , there is a call from XX company and his/her name is XX, is it convenient for you to answer the phone.7、征询语，不知房主姓名要求转接时：XX先生/小姐，您好，我是总机，这里有位XX先生/小姐电话找您，请问您接吗？Good morning/afternoon/eveni ng Mr. XX, this is operator, there is a call from Mr. XX, would you like to answer the phone?8、穿梭通话时：对不起，让您久等了，电话已接通，请讲。
I’m sorry to keep you waiting, your party is on the line, please go ahead.9、婉拒语，房主不愿接听对方电话时：XX先生，对不起，这个房间没有住客，请您用其他方式与客人联系好吗？I’m very sorry sir, the room is vacant, would you please connect with the guest by another way?10、电话无法接通时：XX先生/小姐，您好，对不起，暂时无法联系XX，请您留言或是请XX给您回电，好吗？Sir/madam, I’m sorry but I can’t connec t with him/her at this moment. Would you like to leave a message or let hi m/her call you back later.11、确认叫醒时：XX先生／小姐，早上好/下午好/晚上好，我是总机，这是您XX点的叫醒电话，祝您今天愉快。
Good morning/afternoon/evening Sir/madam, this is operator , this is your XX o’clock morning/afternoon/evening cal l , have a nice day !12、话务台故障时：对不起，由于通迅故障，暂时无法为您转接，请您稍等！I’m sorry. Because of the communication hitch/trouble. I can not put you thr ough, Please wait for a moment.13、客人要求上网时：如果您需要宽带上网，房间XX抽屉内有网线，直接插入宽带接口，就可以立即上网了！If you’d like to surf internet, The net-line i n the drew in our rooms, you could get it by yourself.14、通知会务人员用餐时：您好，我是总机，会务组请您(XX时间)到XX地用餐XX地集合。
Good morning/afternoon/evening this is operator. The liaison Room want you to have climer at XX and gather at XX.15、听不清来电人的声音时：对不起，暂时听不见您的声音，请您换台电话再拨，谢谢，再见！I’m sorry I can’t hear you clearly , Could you change a nother phone and dial it later , Thank you ,Byebye！16、电话占线时：对不起，您拔的电话正忙，请稍后再拔或留言好吗？I’msorry, the line is busy, would you please call back latter or leave a message?17、客人问要求开通外线权限时：对不起，您的房间暂时没有开通外线，如果您需要开通，请与前台收银联系，请您稍等，我帮您转过去。
I’m sorry your external line hasn’t opened yet, if you’d like, please connect with the cashier of from desk. Hold the line please, I’ll put you through.18、房间已开通外线权限，通知客人时：您的房间电话已开通，外线请您先拔“9”。
Your external line is opened, please dial “9”first.19、告诉客人怎样提取留言时：您可按照电话在机的语言提示使用语音信箱。
You can use the voice mail box according to the voice indication of the tele phone.20、对方要求查询拨号人机主时：对不起，由于您没有与对方通话，总机无法查询到分机号码，非常抱歉！We are terribly sorry that we can’t find out the extension number because you bad not speak to your party.21、查电脑时，电脑中无客人名字：对不起，电脑中没有这位客人的名字，我帮您转总台查询一下。
I’m sorry, there is no the guest’s name in the comput er, I put you through to the front desk for further checking .客人已退房时：对不起，您找的这位客已退房。
I’m sorry the guest has checked out .客人未住进来时：对不起，您找的这位客人还未入住，请问您需要留言吗？I’m sorry the guest hasn’t checked in yet, would you like to leave a message.客人换房：对不起，您找的客人已换房，我帮您把电话转到他现在的房间。
I’m sorry, The guest has changed room. I put you through to his/her present room.22、询问三遍后仍无人应答时：对不起，暂时听不到您的声音，请您稍后再拔。
I’m sorry, I could not hear you, please call back later.23、留言，询问：对不起，XX房间没有接听，请问您需要留言吗？I’m sorry room XX doesn’t answer, would you like to leave a message?记留言：请问您贵姓，您是哪里，您的电话号码？May I have your name , your address , and your telephone number ?没听清楚：对不起，没能听清楚，您能大声点吗？I’m sorry, I could n’t hear clearly , could you speak loudly ?确认留言：请让我再重复一遍。