文华东方酒店餐饮部操作程序标准.docxVIP

STEP步骤INVOLVEMENT 包括内 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） Approved By: Page 1 of 7 Created on: 27/7/2007 Mandarin Oriental, Sanya Standard Operating Procedure Food Beverage Department 三亚文华东方酒店 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 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 ? 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 STEP步骤INVOLVEMENT 包括内容 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） Approved By: Page 2 of 7 Created on: 27/7/2007 - avoid holding the receiver between your head and shoulder 避免将话筒夹置在头与肩之间 ? Receiver might not stay in place