文华东方餐饮部操作程序标准（中英文）资料.docVIP

Standard Operating Procedure Food Beverage Department 操作程序标准 餐饮部 Task ： 任务: Generic Telephone skills 接听电话技巧 Task No.: 任务序号： 1 Job Title 职称: Waiter / Waitress 服务生 Department 部门: Food Beverage 餐饮部 STEP 步骤 INVOLVEMENT 包括内容 (Questions relating to the standards - begin with who, what, where and how 涉及到的问题标准-和谁开始，什么，在哪里和怎么样) STANDARD 标准 (Measurable / observable) （可衡量/ 可见标准） Listening / The only sense 听 / 唯一的感官 When using the telephone, we rely on one major sense only - listening. 当使用电话时，我们唯一可以依赖的感官是 - 听觉 When listening to a caller on the telephone, we need to listen carefully to understand exactly what the caller is trying to say. 当接听电话时，我们要仔细听以准确理解来电者的意图 Because we can’t see who is opposite us 因为我们不能够看见对方 To be able to assist, help and serve guest without delay 能够立刻帮助并服务客人 Responsibility 职责 Everyone in the hotel is responsible for ensuring guest satisfaction on the telephone... Especially YOU! 酒店中每个人都有责任确保客人在电话中满意……尤其是你！ Because you are at this moment representing (Ambassador) the hotel and guest will make a judgment of the hotel through the impression you created during the call 因为你在此刻就代表着(大使)酒店，客人将会 根据你在电话中给他们留下的印象来判断酒店 Preparation 准备 Have pen, paper and a list of telephone extensions ready 准备好笔、纸和电话单 Do not chew, eat, smoke or drink 不要咀嚼或吃食物，吸烟或喝水 Adopt the correct posture : 采用正确姿势 stand or sit up straight 站或坐直 avoid holding the receiver between your head and shoulder 避免将话筒夹置在头与肩之间 To be able to note down information provided by the caller 要记下来电者提供的信息 In order to be able to answer guest clearly and audibly 以便于清晰明朗地回答客人 To stay alert and attentive 保持注意力集中 Receiver might not stay in place resulting not being able to listen or understand caller clearly 这种姿势可能会使接听者无法准确听清或理解来 电者  Answering the telephone 接听电话 Imagine that the caller is there 想象来电这就在那 Smile 微笑 Focus for 100% on the caller 100%