文华东方酒店管理公司简介

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

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 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

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

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）

-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 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

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

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）

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

•Do not transfer any calls which could be

perfectly handled by you