文华东方酒店餐饮部操作程序标准.pdfVIP

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 ： Generic Telephone skills Task No.: 1 任务 : 接听电话技巧 任务序号： Job Title Waiter / Waitress Department Food Beverage 职称 : 服务生 部门 : 餐饮部 STEP INVOLVEMENT 包括内容 STANDARD 标准 步骤 (Questions relating to the standards - begin with who, what, where and how (Measurable / observable ) 涉及到的问题标准 -和谁开始，什么，在哪里和怎么样 ) （可衡量/ 可见标准） Listening / The only When using the telephone, we rely on one major sense only - listening . ? Because we can ’t see who is opposite us sense 听 / 唯一的感官 当使用电话时，我们唯一可以依赖的感官是 - 听觉 因为我们不能够看见对方 When listening to a caller on the telephone, we need to listen carefully to understand exactly what the caller is trying to say. ? To be able to assist, help and serve guest 当接听电话时，我们要仔细听以准确理解来电者的意图 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 ? Because you are at t