文华东方酒店餐饮部操作程序标准.docVIP

Listening / The only sense 听 / 唯一旳感官 When using the telephone, we rely on one major sense only - listening. 当使用电话时，我们唯一可以依赖旳感官是 - 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，我们要仔细听以精确理解来电者旳意图 Because we can’t see who is opposite us 由于我们不可以看见对方 To be able to assist, help and serve guest without delay 可以立即协助并服务客人 Responsibility 职责 Everyone in the hotel is responsible for ensuring guest satisfaction on the telephone... Especially YOU! 酒店中每个人均有责任保证客人在电话中满意……尤其是你！ Because yo