Mandarin Oriental, Sanya 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）
Approved By: Page 1 of 7 Created on: 27/7/2007 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 Mandarin Oriental, Sanya 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）
Approved By: Page 2 of 7 Created on: 27/7/2007 - 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 Mandarin Oriental, Sanya 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）
Approved By: Page 3 of 7 Created on: 27/7/2007 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 Mandarin Oriental, Sanya 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）
Approved By: Page 4 of 7 Created on: 27/7/2007 • 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 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