文華東方餐飲部操作程序標(biāo)準(zhǔn)中英文(存儲(chǔ)版)
【正文】 they want to remain on hold 確定它們是否要保持等待 As per established standard and to provide guest recognition 如已制定的標(biāo)準(zhǔn)和提高客人的重視2. Taking Messages Repeat message 重復(fù)留言 To reconfirm a positive image of the standard 再次確認(rèn)標(biāo)準(zhǔn)的正像 Thank the caller 感謝來(lái)電者致電 Time and date of call 來(lái)電時(shí)間和日期 Use the caller’s name to personalize the call 稱呼來(lái)電者名字使電話更加個(gè)人化 Explain why you are putting them on hold 解釋你為什么讓他們等待 What assistance caller requires, reason for call 來(lái)電者尋求什么幫助，來(lái)電原因 To demonstrate our willingness and helpful attitude 向客人證明我們自動(dòng)自發(fā)，樂(lè)于助人的服務(wù)態(tài)度Transferring Calls轉(zhuǎn)接電話 Identify the department 確定部門(mén) To stay alert and attentive Beverage餐飲部STEP步驟INVOLVEMENT 包括內(nèi)容(Questions relating to the standards begin with who, what, where and how 涉及到的問(wèn)題標(biāo)準(zhǔn)和誰(shuí)開(kāi)始，什么，在哪里和怎么樣)STANDARD 標(biāo)準(zhǔn)(Measurable / observable)（可衡量/ 可見(jiàn)標(biāo)準(zhǔn)）Listening / The only sense 聽(tīng) / 唯一的感官When using the telephone, we rely on one major sense only listening. 當(dāng)使用電話時(shí)，我們唯一可以依賴的感官是 聽(tīng)覺(jué)When listening to a caller on the tele
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