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1、標準運作和程序部門：餐飲部職位：所有一線員工編號：FB—SOP—001主題：如何接電話培訓設施：培訓文件、白板、示范操作做什么如何做為什么如何接電話1.電話響三聲內接起來，以平靜禮貌的聲音向客人問好：早晨（您好）（報所在餐廳名）請問找哪一位呢對不起，這里是XX餐廳，您撥錯電話了，我叫總機幫您轉去吧請等一下，2.于話語中顯示出微笑與熱情3.盡量用客人的姓氏、頭銜稱謂客人4.仔細聆聽客人的需求-適時記錄-在客人說話時，切勿打斷客人5.當客人說完服務要求后，必須復述客人的需求，避免疏漏6.在客人未掛電話之前，服務員不允許先掛電話使服務員按照標準的服
2、務規(guī)范進行操作。維護酒店形象。確保聽清賓客服務要求準備：餐飲總監(jiān)批準：總經(jīng)理BILLYAO簽名/日期簽名/日期theirownconditionstodevelopthecorrectroad,themaximumtoavoidinvestmentrisk,gainprofit.(three)vigorouslypromotethebrand.Toestablishbrandawareness,awarenessoftheuseofbrand,brandvalue,brandacquisitionperformance,enhancethec
3、ompetitivestrength.Concentratedmanpower,carefulplanning,packagingandpublicityofanumberofunique,marketinfluenceandcoverageofthebrand,theimplementationofkeybreakthroughs,toenhancethecompetitivestrength,walkingbusinessroadthecompetitionofalienationandcharacteristics,thepursuit
4、ofstabilityanddevelopmentofthemarket.(four)topromotetheintegrationofresources.Tofurtherbroadentheirhorizons,effectiveintegrationofresourceswithinthegroup,thecityresources,otherindustriesandregionalresources,mutualtrust,mutualbenefit,seekingwin-winprinciple,intheframeworkofn
5、ationalpoliciesandregulations,strictinspectionandargumentation,legalconsultation,examinationandapprovalprocedures,strictregulationofeconomicactivities,attractinjectionthesocialinvestmenttotheindustrygroup,toachieveleveragingthedevelopment,ensurethatthevalueofstate-ownedasse
6、ts.(five)tostrengthentheconstructionmanagementpersonnel.Strengthenthemanagementofeducationandtrainingofcadresandworkersoftheexistingbusiness,firmlyestablishtheconceptofthemarket,enhancethesenseofcrisistoadapttomarketcompetition,thesenseofurgency,improvetheabilitytorespondto
7、marketcompetition,improvemanagementandoperationofthemarket.Atthesametime,accordingtotheneedofindustrialdevelopment,vigorouslytheintroductionofhigh-qualitymanagementmanagementpersonnel,andstrivetobuildahigh-qualityprofessionalmanagementteam,hardwork,andpromotetheentireworkfo
8、rceknowledgestructure,agestructure,structureoptimizationandupgradingability,enhanc
