酒店餐饮部服务员操作培训 餐饮部快速服务程序FO-ES-006-打入的电话Incoming Calls-OK

1、酒店管理手册餐饮部快速服务程序酒店管理之家酒店餐饮酒店管理之家FOOD & Beverage餐饮部标准操作程序Policy & Procedure酒店管理之家国际酒店管理手册餐饮总监全面负责餐饮部的总体行政管理和运营，直接对总经理负责，负责制定餐饮部长期、短期的年度和月度计划，执行质量标准，组织、督促完成各项任务和经营指标，保证员工工作表现良好，确保客人对我们的服务感到满意；并对月度、年度经营情况作分析并报总经理。负责分析餐饮市场，制定餐饮促销计划和长、短期经营预算，主持建立并完善各项规章制度、服务程序及标准，并指挥实施；根据饭店客源状况和市场变化，与市场销售总监及行政总厨（厨师长）共同制订全

2、年及各月、各季食品节、食品周活动计划及推销计划；并严格检查、督导下属各分部日常经营、管理工作。定期深入各部门听取汇报并检查工作情况，宏观控制餐饮部收支状况，监督采购及盘点，进行有效的成本控制。餐饮部经理岗位职责：全面负责餐饮部的食品饮料生产和服务的计划、组织和管理工作，保证日常业务正常地开展；与主厨师长一起进行菜单的筹划和确定菜肴的价格，不断推出新的菜肴品种；研究餐饮市场的动态和顾客的需求，有针对性地开发和改善餐饮产品服务；指挥主厨师长对厨房生产作好周密的计划，组织厨房生产，提高菜肴质量、减少生产中的浪费；督导餐厅、酒吧和厅面经理组织好餐饮的服务工作，提高餐饮服务质量；加强对膳务管理的领导，做

3、好保障餐饮生产、服务的后勤工作。每周与厨师长、采购员一起巡视市场，检查库存物资，了解存货和市场行情，对餐饮物资和设备的采购、验收和贮存进行严格的控制；全面负责餐饮成本和费用的控制。每周召开餐饮成本分析会，审查菜肴和酒水的成本情况；计划和组织餐饮的推销活动，扩大餐饮销售渠道，增加餐饮收入；都督餐饮区的环境卫生管理，餐具和食品卫生管理和安全防火管理工作。10）全面负责餐饮部人员的劳动组织和安排，对本部门职工的工作表现进行评估，监督部门培训计划的执行，实施有效的激励手段。STANDARD OPERATING PROCEDURES标准操作程序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目标To provide friendly and efficient telephone service for all incoming calls at all times.在任何时候为所有来电提供友好和高效的服务Policy Statement政策阐述It is th

5、e policy of the hotel to provide friendly and efficient telephone service for all incoming calls to the hotel.这是酒店关于为所有酒店来电提供友好高效的服务。Procedures程序The telephone switchboard has to be manned 24 hours.电话总机24小时有人值班。The telephone operator answers all calls within 3 rings.接线员在电话铃响3次内接听电话。The telephone oper

6、ator answers the call promptly with a crystal clear voice in a well intonation manner.电话接线员以清脆、清晰嗓音、合适的语调迅速回答电话。Standard Phrase to answer the incoming calls:回电话的标准语言- 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.迅速为客人转电话。“Certainly Sir / Madam, I will transfer your call. Thank you for calling”Attend to the next call as soon as possible.尽可能关照下一个电话。STANDARD OPERATING PROCEDURES标准操作程序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:在电话机房的为最大限度减小总机拥挤的规则和章程。No unauthorized personnel is allowed to enter the Express Services Room to

10、make phone calls from the switchboard.禁止非相关人员进入电话机房自总机打电话。No Food is allowed in the Telephone Switchboard Room.禁止在机房内食用食物。All hotel employees are not allowed to call the switchboard for service.所有酒店员工不得为服务事项给总机大电话The Express Services room has to be well maintained and quiet at all time.任何时候保持电话机房的秩序良好以及环境安静。Telephone extension numbers for hotel offices must be mad