酒店餐飲部服務(wù)員操作培訓(xùn) 餐飲部快速服務(wù)程序FO-ES-006-打入的電話Incoming Calls-OK

1、酒店管理手冊餐飲部快速服務(wù)程序酒店管理之家酒店餐飲酒店管理之家FOOD & Beverage餐飲部標準操作程序Policy & Procedure酒店管理之家國際酒店管理手冊餐飲總監(jiān)全面負責(zé)餐飲部的總體行政管理和運營，直接對總經(jīng)理負責(zé)，負責(zé)制定餐飲部長期、短期的年度和月度計劃，執(zhí)行質(zhì)量標準，組織、督促完成各項任務(wù)和經(jīng)營指標，保證員工工作表現(xiàn)良好，確?？腿藢ξ覀兊姆?wù)感到滿意；并對月度、年度經(jīng)營情況作分析并報總經(jīng)理。負責(zé)分析餐飲市場，制定餐飲促銷計劃和長、短期經(jīng)營預(yù)算，主持建立并完善各項規(guī)章制度、服務(wù)程序及標準，并指揮實施；根據(jù)飯店客源狀況和市場變化，與市場銷售總監(jiān)及行政總廚（廚師長）共同制訂全

2、年及各月、各季食品節(jié)、食品周活動計劃及推銷計劃；并嚴格檢查、督導(dǎo)下屬各分部日常經(jīng)營、管理工作。定期深入各部門聽取匯報并檢查工作情況，宏觀控制餐飲部收支狀況，監(jiān)督采購及盤點，進行有效的成本控制。餐飲部經(jīng)理崗位職責(zé)：全面負責(zé)餐飲部的食品飲料生產(chǎn)和服務(wù)的計劃、組織和管理工作，保證日常業(yè)務(wù)正常地開展；與主廚師長一起進行菜單的籌劃和確定菜肴的價格，不斷推出新的菜肴品種；研究餐飲市場的動態(tài)和顧客的需求，有針對性地開發(fā)和改善餐飲產(chǎn)品服務(wù)；指揮主廚師長對廚房生產(chǎn)作好周密的計劃，組織廚房生產(chǎn)，提高菜肴質(zhì)量、減少生產(chǎn)中的浪費；督導(dǎo)餐廳、酒吧和廳面經(jīng)理組織好餐飲的服務(wù)工作，提高餐飲服務(wù)質(zhì)量；加強對膳務(wù)管理的領(lǐng)導(dǎo)，做

3、好保障餐飲生產(chǎn)、服務(wù)的后勤工作。每周與廚師長、采購員一起巡視市場，檢查庫存物資，了解存貨和市場行情，對餐飲物資和設(shè)備的采購、驗收和貯存進行嚴格的控制；全面負責(zé)餐飲成本和費用的控制。每周召開餐飲成本分析會，審查菜肴和酒水的成本情況；計劃和組織餐飲的推銷活動，擴大餐飲銷售渠道，增加餐飲收入；都督餐飲區(qū)的環(huán)境衛(wèi)生管理，餐具和食品衛(wèi)生管理和安全防火管理工作。10）全面負責(zé)餐飲部人員的勞動組織和安排，對本部門職工的工作表現(xiàn)進行評估，監(jiān)督部門培訓(xùn)計劃的執(zhí)行，實施有效的激勵手段。STANDARD OPERATING PROCEDURES標準操作程序Subject: Incoming Calls Effect

4、ive Date: Policy No: FO-ES-006Issued by: FOMPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjectives目標To provide friendly and efficient telephone service for all incoming calls at all times.在任何時候為所有來電提供友好和高效的服務(wù)Policy Statement政策闡述It is th

5、e policy of the hotel to provide friendly and efficient telephone service for all incoming calls to the hotel.這是酒店關(guān)于為所有酒店來電提供友好高效的服務(wù)。Procedures程序The telephone switchboard has to be manned 24 hours.電話總機24小時有人值班。The telephone operator answers all calls within 3 rings.接線員在電話鈴響3次內(nèi)接聽電話。The telephone oper

6、ator answers the call promptly with a crystal clear voice in a well intonation manner.電話接線員以清脆、清晰嗓音、合適的語調(diào)迅速回答電話。Standard Phrase to answer the incoming calls:回電話的標準語言- External Call“Nihao, Howard Johnson Suzhou,Ari (agents name), How may I assist you?”Internal Call“Nihao, Express Services (Section na

7、me),Ari (agents name), How may I assist you?” Transfer the call to the requested extension immediately.迅速為客人轉(zhuǎn)電話?！癈ertainly Sir / Madam, I will transfer your call. Thank you for calling”Attend to the next call as soon as possible.盡可能關(guān)照下一個電話。STANDARD OPERATING PROCEDURES標準操作程序Subject: Incoming Calls P

8、ages : 2 of 2Policy No: FO-TEL-006If the caller has any inquiry, inform the caller that his call will be transferred to the relevant department - This is to ensure that the telephone switchboard is not jammed up and allows the operator to attend to the next call. Therefore should the inquiry about b

9、asic hotel information the agent should responsible to attend the call for guest convenience.Rules and regulations at the Express Services Room has to be set to minimize the traffic at the switchboard:在電話機房的為最大限度減小總機擁擠的規(guī)則和章程。No unauthorized personnel is allowed to enter the Express Services Room to

10、make phone calls from the switchboard.禁止非相關(guān)人員進入電話機房自總機打電話。No Food is allowed in the Telephone Switchboard Room.禁止在機房內(nèi)食用食物。All hotel employees are not allowed to call the switchboard for service.所有酒店員工不得為服務(wù)事項給總機大電話The Express Services room has to be well maintained and quiet at all time.任何時候保持電話機房的秩序良好以及環(huán)境安靜。Telephone extension numbers for hotel offices must be mad