文档介绍：Department: Section:
部门:Food and Beverage 部分:Administration
Subject P&P No.
主题:Telephone Answering 编号:F&B/ADM/001
Effective Date: Feb 2007 Supersedes: Pages: page 1 of 5
生效日期: 取代: 页数:
Prepared by: F&B Manager Distributed to: Approved by:
派送: 批准:
制定人:
General Manager
总经理
A: Policy 政策
Telephone Answering: F&B Outlets and Sections (except Room Service,
banquets and the Food and Beverage Office)
接电话: 餐厅和各部门(除送餐部、宴会部和办公室外)
B: Purpose 目的
To ensure that all telephones within the F&B Department are answered promptly and correctly.
确保餐饮部的所有电话都能快速、准确地接听。
C: Procedure 程序
* All Telephones within the F&B Department will be answered promptly and correctly by the
designated staff in each section within 3 Rings of the Telephone.
餐饮部的电话必须由各部门指定的人员在铃响三声之内快速、准确地接听。
* All Telephone Call will be answered in the English Language
所有的电话都应用英语接听。
* Upon picking up the Telephone the person will say the Following.
在拿起电话的时候,首先应说:
* "Good Morning" - (Afternoon or Evening)
早上好/下午好/晚上好
* "Name of Outlet"
报出餐厅的名字
* The Person will then say their "Name" (Jack Speaking)
报出自己的名字“我是~~~~”
* "How may I help you”?
请问有什么可以帮你吗?
* If the caller is speaking in Chinese, the person who answers the Telephone must respond by
saying the following in Mandarin.
如果来电话的人讲中文,接电话的人必须用普通话回答:
* The "Name of the Outlet"
餐厅的名字
* And say, "How may I help you"
然后说“请问有什么可以帮到你吗?
F&B POLICY & PROCEDURE MANUAL F&B/ADM/001
PAGE 1 OF 5
Department: Section:
部门:Food and Beverage 部分:Administration
Subject P&P No.
主题:Telephone Answering 编号:F&B/ADM/001
Effective Date: Feb 2007 Supersedes: Pages: page 2 of 5
生效日期: 取代: 页数:
Prepared by: F&B Manager Distributed to: Approved by:
制定人: 派送: 批准:
General Manager
总经理
C: Procedure 程序
* At all times when answering a Telephone Call, you should talk in a cheerful and polite
manner, being helpful at all times.
任何时候都应该用愉快和礼貌的态度会打电话,并表示乐