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1、标准运作和程序部门：餐饮部职位：所有一线员工编号：FB—SOP—001主题：如何接电话培训设施：培训文件、白板、示范操作做什么如何做为什么如何接电话1.电话响三声内接起来，以平静礼貌的声音向客人问好：早晨（您好）（报所在餐厅名）请问找哪一位呢对不起，这里是XX餐厅，您拨错电话了，我叫总机帮您转去吧请等一下，2.于话语中显示出微笑与热情3.尽量用客人的姓氏、头衔称谓客人4.仔细聆听客人的需求-适时记录-在客人说话时，切勿打断客人5.当客人说完服务要求后，必须复述客人的需求，避免疏漏6.在客人未挂电话之前，服务员不允许先挂电话使服务员按照标准的服
2、务规范进行操作。维护酒店形象。确保听清宾客服务要求准备：餐饮总监批准：总经理BILLYAO签名/日期签名/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
