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(huà)Incoming Calls-OK

1、酒店管理手冊(cè)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(biāo)準(zhǔn)操作程序Policy & Procedure酒店管理之家國(guó)際酒店管理手冊(cè)餐飲總監(jiān)全面負(fù)責(zé)餐飲部的總體行政管理和運(yùn)營(yíng)，直接對(duì)總經(jīng)理負(fù)責(zé)，負(fù)責(zé)制定餐飲部長(zhǎng)期、短期的年度和月度計(jì)劃，執(zhí)行質(zhì)量標(biāo)準(zhǔn)，組織、督促完成各項(xiàng)任務(wù)和經(jīng)營(yíng)指標(biāo)，保證員工工作表現(xiàn)良好，確?？腿藢?duì)我們的服務(wù)感到滿(mǎn)意；并對(duì)月度、年度經(jīng)營(yíng)情況作分析并報(bào)總經(jīng)理。負(fù)責(zé)分析餐飲市場(chǎng)，制定餐飲促銷(xiāo)計(jì)劃和長(zhǎng)、短期經(jīng)營(yíng)預(yù)算，主持建立并完善各項(xiàng)規(guī)章制度、服務(wù)程序及標(biāo)準(zhǔn)，并指揮實(shí)施；根據(jù)飯店客源狀況和市場(chǎng)變化，與市場(chǎng)銷(xiāo)售總監(jiān)及行政總廚（廚師長(zhǎng)）共同制訂全

2、年及各月、各季食品節(jié)、食品周活動(dòng)計(jì)劃及推銷(xiāo)計(jì)劃；并嚴(yán)格檢查、督導(dǎo)下屬各分部日常經(jīng)營(yíng)、管理工作。定期深入各部門(mén)聽(tīng)取匯報(bào)并檢查工作情況，宏觀(guān)控制餐飲部收支狀況，監(jiān)督采購(gòu)及盤(pán)點(diǎn)，進(jìn)行有效的成本控制。餐飲部經(jīng)理崗位職責(zé)：全面負(fù)責(zé)餐飲部的食品飲料生產(chǎn)和服務(wù)的計(jì)劃、組織和管理工作，保證日常業(yè)務(wù)正常地開(kāi)展；與主廚師長(zhǎng)一起進(jìn)行菜單的籌劃和確定菜肴的價(jià)格，不斷推出新的菜肴品種；研究餐飲市場(chǎng)的動(dòng)態(tài)和顧客的需求，有針對(duì)性地開(kāi)發(fā)和改善餐飲產(chǎn)品服務(wù)；指揮主廚師長(zhǎng)對(duì)廚房生產(chǎn)作好周密的計(jì)劃，組織廚房生產(chǎn)，提高菜肴質(zhì)量、減少生產(chǎn)中的浪費(fèi)；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(qiáng)對(duì)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(zhǎng)、采購(gòu)員一起巡視市場(chǎng)，檢查庫(kù)存物資，了解存貨和市場(chǎng)行情，對(duì)餐飲物資和設(shè)備的采購(gòu)、驗(yàn)收和貯存進(jìn)行嚴(yán)格的控制；全面負(fù)責(zé)餐飲成本和費(fèi)用的控制。每周召開(kāi)餐飲成本分析會(huì)，審查菜肴和酒水的成本情況；計(jì)劃和組織餐飲的推銷(xiāo)活動(dòng)，擴(kuò)大餐飲銷(xiāo)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(fù)責(zé)餐飲部人員的勞動(dòng)組織和安排，對(duì)本部門(mén)職工的工作表現(xiàn)進(jìn)行評(píng)估，監(jiān)督部門(mén)培訓(xùn)計(jì)劃的執(zhí)行，實(shí)施有效的激勵(lì)手段。STANDARD OPERATING PROCEDURES標(biāo)準(zhǔn)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(biāo)To provide friendly and efficient telephone service for all incoming calls at all times.在任何時(shí)候?yàn)樗衼?lái)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(lái)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(huà)總機(jī)24小時(shí)有人值班。The telephone operator answers all calls within 3 rings.接線(xiàn)員在電話(huà)鈴響3次內(nèi)接聽(tīng)電話(huà)。The telephone oper

6、ator answers the call promptly with a crystal clear voice in a well intonation manner.電話(huà)接線(xiàn)員以清脆、清晰嗓音、合適的語(yǔ)調(diào)迅速回答電話(huà)。Standard Phrase to answer the incoming calls:回電話(huà)的標(biāo)準(zhǔn)語(yǔ)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(huà)?！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(gè)電話(huà)。STANDARD OPERATING PROCEDURES標(biāo)準(zhǔn)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(huà)機(jī)房的為最大限度減小總機(jī)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(jìn)入電話(huà)機(jī)房自總機(jī)打電話(huà)。No Food is allowed in the Telephone Switchboard Room.禁止在機(jī)房?jī)?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(xiàng)給總機(jī)大電話(huà)The Express Services room has to be well maintained and quiet at all time.任何時(shí)候保持電話(huà)機(jī)房的秩序良好以及環(huán)境安靜。Telephone extension numbers for hotel offices must be mad