文华东方酒店餐饮部操作程序标准

Mandarin Oriental, Sanya Standard Operating ProcedureFood & 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：1Job 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 cant 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% 将注意力集中在来电者身上 Answer within three rings maximum 在电话铃响三声内接听 Provide a greeting 致以亲切问候 Identify the department 确定部门 Offer assistance 提供协助 To keep concentrated 保持注意力集中 To let the guest feel your friendly and helpful attitude 让客人觉得你的友好和乐于帮助的态度 Because he / she is the most important person for you at this moment 因为他/她在此时对你来说是最重要的人 As per established standard 正如已制定的标准 To make the guest feel welcome 使客人感觉备受欢迎 To inform guest whom he is calling 告知客人他正在与谁通话 To demonstrate our willingness and helpful attitude 向客人证明我们自动自发，乐于助人的服务态度Transferring Calls转接电话 Handle as many calls as you can yourself 尽量处理你自己可以处理的电话 Transfer calls directly to the correct extension 将电话直接转到准确的地方 Tell the caller: 告诉来电者： To whom you are transferring the call 你正将他的电话转给谁 The reason for transferring the call 转接电话的原因 Tell the other person taking the transferred call: 告诉接听这个转接电话另一个人 ： The name of the caller 来电者的名字 What assistance caller requires, reason for call 来电者寻求什么帮助，来电原因 Do not transfer any calls which could be perfectly handled by you 不要将那些你自己可以完全处理的电话转给别人 To show efficiency and to avoid any further waiting time for caller 有效的引导来电者，避免更多地浪费来电者的时 间 To provide information 提供信息 To make caller understand why you need to transfer the call 让来电者明白你为什么要将电话转给别人 To provide information 提供信息 To avoid caller needs to repeat him or herself 避免来电者重复Placing Calls on Hold 保留电话 Ask the caller if they mind 询问来电者是否介意 Explain why you are putting them on hold 解释你为什么让他们等待 Check back every 15 seconds with the caller 每隔15秒钟与来电者通话 Check to see if they want to remain on hold 确定它们是否要保持等待 To get callers permission to transfer 得到转接电话的允许 To provide information 提供信息 To guide and to let caller know that he / she is still connected 让来电者知道他/她的来电仍在连接着 If we anticipate its going to take some time 如果我们预料电话连接还要持续一些时间1. Using a Guests Name称呼客人的名字 Always be polite and helpful when using the telephone 当使用电话时要有礼貌并乐于提供帮忙 Use the callers name to personalize the call 称呼来电者名字使电话更加个人化 As per established standard 正如已制定的标准 As per established standard and to provide guest recognition 如已制定的标准和提高客人的重视2. Taking Messages Remember to take all of the following details in legible writing and / or block letters: 记得清晰地写下以下所有的详细资料 Message for. 留言给 Name and title 名字和职务 Company name 公司名称 Telephone number 电话号码 Time and date of call 来电时间和日期 Message 留言 Repeat message 重复留言 Action required 须采取的行动 Name of person taking the message 记录留言人的姓名 As per established Standard 如已制定标准 To ensure message is exact, correct, understandable and readable to receiver 确信信息准确，使信息接收者易读易解Closing the Call End the conversation on a positive note 以积极的一面结束通话 Thank the caller 感谢来电者致电 Use the ca