文华东方餐饮部操作程序标准（中英文）VIP免费

StandardOperatingProcedureFood&BeverageDepartment操作程序标准餐饮部Task：任务:GenericTelephoneskills接听电话技巧TaskNo.:任务序号：1JobTitle职称:Waiter/Waitress服务生Department部门:Food&Beverage餐饮部STEP步骤INVOLVEMENT包括内容(Questionsrelatingtothestandards-beginwithwho,what,whereandhow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/Theonlysense听/唯一的感官Whenusingthetelephone,werelyononemajorsenseonly-listening.当使用电话时，我们唯一可以依赖的感官是-听觉Whenlisteningtoacalleronthetelephone,weneedtolistencarefullytounderstandexactlywhatthecalleristryingtosay.当接听电话时，我们要仔细听以准确理解来电者的意图Becausewecan’tseewhoisoppositeus因为我们不能够看见对方Tobeabletoassist,helpandserveguestwithoutdelay能够立刻帮助并服务客人Responsibility职责Everyoneinthehotelisresponsibleforensuringguestsatisfactiononthetelephone...EspeciallyYOU!酒店中每个人都有责任确保客人在电话中满意……尤其是你！Becauseyouareatthismomentrepresenting(Ambassador)thehotelandguestwillmakeajudgmentofthehotelthroughtheimpressionyoucreatedduringthecall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Havepen,paperandalistoftelephoneextensionsready准备好笔、纸和电话单Donotchew,eat,smokeordrink不要咀嚼或吃食物，吸烟或喝水Adoptthecorrectposture:采用正确姿势-standorsitupstraight站或坐直-avoidholdingthereceiverbetweenyourheadandshoulder避免将话筒夹置在头与肩之间Tobeabletonotedowninformationprovidedbythecaller要记下来电者提供的信息Inordertobeabletoanswerguestclearlyandaudibly以便于清晰明朗地回答客人Tostayalertandattentive保持注意力集中Receivermightnotstayinplaceresultingnotbeingabletolistenorunderstandcallerclearly这种姿势可能会使接听者无法准确听清或理解来电者Answeringthetelephone接听电话Imaginethatthecalleristhere想象来电这就在那Smile微笑Focusfor100%onthecaller100%将注意力集中在来电者身上Answerwithinthreeringsmaximum在电话铃响三声内接听Provideagreeting致以亲切问候Identifythedepartment确定部门Offerassistance提供协助Tokeepconcentrated保持注意力集中Tolettheguestfeelyourfriendlyandhelpfulattitude让客人觉得你的友好和乐于帮助的态度Becausehe/sheisthemostimportantpersonforyouatthismoment因为他/她在此时对你来说是最重要的人Asperestablishedstandard正如已制定的标准Tomaketheguestfeelwelcome使客人感觉备受欢迎Toinformguestwhomheiscalling告知客人他正在与谁通话Todemonstrateourwillingnessandhelpfulattitude向客人证明我们自动自发，乐于助人的服务态度TransferringCalls转接电话Handleasmanycallsasyoucanyourself尽量处理你自己可以处理的电话Transfercallsdirectlytothecorrectextension将电话直接转到准确的地方Tellthecaller:告诉来电者：Towhomyouaretransferringthecall你正将他的电话转给谁Thereasonfortransferringthecall转接电话的原因Telltheotherpersontakingthetransferredcall:告诉接听这个转接电话另一个人：Thenameofthecaller来电者的名字Whatassistancecallerrequires,reasonforcall来电者寻求什么帮助，来电原因Donottransferanycallswhichcouldbeperfectlyhandledbyyou不要将那些你自己可以完全处理的电话转给别人Toshowefficiencyandtoavoidanyfurtherwaitingtimeforcaller有效的引导来电者，避免更多地浪费来电者的时间Toprovideinformation提供信息Tomakecallerunderstandwhyyouneedtotransferthecall让来电者明白你为什么要将电话转给别人Toprovideinformation提供信息Toavoidcallerneedstorepeath...