如何做好叫醒服务？

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1"Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting and the department identified?

电话是在三声内或十秒内接起并使用合适的电话礼仪，报出部门了吗？"

2"If the call was not answered in 3 rings or 10 seconds, was an apology extended?

没有在三声内和十秒内接起的电话，有道歉吗？"

3"Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)?

周围环境有噪音或是打扰（如：使对话内容很难听到或是使分散注意力）？"

4"Did employee confirm the caller's request by repeating back key details (room/time) to ensure correct understanding?

员工通过重复主要内容确保正确的理解以至确认客人的要求了吗？"

5"Did the employee offer any additional service before finishing the call (i.e. second call, coffee in the morning or just any additional service)?

员工在结束通话前提供其它的服务（如：再次叫醒，早晨咖啡或其它服务）？"

6"Was the wake up call personalised (i.e. not recorded)?

叫醒服务具有个性化吗（如：没有记录的）？"

7"Was wake up call received within 5 minutes of requested time?

客人要求5分钟内可以接到服务吗？"

8"When delivering the wake up call did employee use the appropriate greeting?

拨打叫醒服务电话时员工用了恰当的电话礼仪吗？"

9"When delivering the wake up call did the employee announce time of day?

拨打叫醒服务时员工有说明来电时间吗？"

10"Did the employee speak in a considerate, interested and friendly manner and refrain from using any jargon?

员工说话时使用考虑周到的，保有兴趣的，友好的语音并避免使用行话了吗？"

11"Did employee use the guest's name at least once both when the wake up call was placed and when it was delivered?

在叫醒服务时员工至少一次使用客人的名字了吗？"

12"Was the employee’s speech clear and use of English adequate to be fully understood?

员工的语言清晰并能将使用的英语足以被理解吗？"

13"Did the call end with the employee offering a warm, sincere and positive closing?

电话结束时员工有提供温暖真诚积极的结束语吗？"

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