香格里拉-餐饮部核心规范一.pptVIP

1. Answering Calls 接听电话 Telephones are answered within 3 rings in a courteous and pleasant manner with a smile in the voice. 电话铃响三声内有礼貌地接起电话， 并面带微笑。 Food Beverage / Telephone Standards 餐饮部 / 电话标准 1. Answering Calls 接听电话 Food Beverage / Telephone Standards 餐饮部 / 电话标准 Colleagues greet at the telephone in Chinese, identify their department, mention their first name, offer assistance and use the guest’s name (if seen on the digital display). 同事们电话中应用中文问候语 ，确定部门，提及自己的名字，提供帮助，并称呼客人的名字（如果可以在显示屏上看到）。 “Ni Hao, FB Reservations, this is Grace. How may I assist you, Mr. Smith?” “你好，餐饮预定，我是Grace，有什么可以为您效劳吗，李先生？” 2. Taking Reservations 做预定 Food Beverage / Telephone Standards 餐饮部 / 电话标准 Accurately record the day, date, time of reservation and number of guests expected and ask if guest is a repeat guest. Ask the guest for seating preferences, identify guest’s needs / expectations and as for any special requests. 同事们应精确记录下客人的预定时间，日期，人数，询问客人是否是常客。客人会有座位喜好，确认客人的需要/期望和其他任何特别要求。 Food Beverage / Telephone Standards 餐饮部 / 电话标准 Propose any promotion or signature dishes of the restaurant. 同事们应策划一些促销活动或餐厅的招牌菜。 3. Propose Promotions 策划促销 Food Beverage / Telephone Standards 餐饮部 / 电话标准 4. Repeat Reservation 重复预定 For any restaurant bookings made, the booking has to be repeated to ensure that all details have been noted correctly. 对于任何餐厅的预定，必须重复以确保所有的详细资料是正确的。 “Mr. Smith, may I repeat your reservation. Dinner for 2 persons at 7:00 pm on October 21 at our Jade Restaurant. We have noted that your wife cannot eat pork. 李先生，我能重复一下你的预定吗？10月21日晚七点，两位，在我们的翡翠36餐厅。我们已经注明你太太是不吃猪肉的。 Food Beverage / Telephone Standards 餐饮部 / 电话标准 5. Fully Booked 预订已满 In the event that the restaurant is fully booked, a sincere regret is expressed. 如果在餐厅满座的情况下，真实的说明并感到抱歉。 “My sincere apologies, Mr. Smith, but there are no more tables available at this time / on this day. Would you like to try our (restaur