Standard Operating Procedure
Food & Beverage Department
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 - 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 it’s 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 Guest’s 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 caller’s 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 caller’s name 使用来电者名字 | ∙ To reconfirm a positive image of the standard 再次确认标准的正像 ∙ To demonstrate general courtesy and politeness 示范一般的礼仪礼貌 ∙ To demonstrate general courtesy and politeness 示范一般的礼仪礼貌 |
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