HOW TO PICK UP THE PHONE 怎样接电话 GUEST EXPECTATION: 客人的期望：  That the phone is picked up within 3 rings and to be greeted over the phone with a friendly and smiley voice by an experienced well-trained staff member who is knowledgeable about the menu and the outlet details.  电话响 3 声以内拿起，以一种友好，微笑的声音问候客人，员工有很好的培 训，并清楚菜单内容和餐厅的细节。 Answer calls promptly and pleasantly. 及时愉悦的回答电话  All calls must be answered within 3 rings.  所有电话都要在 3 声以内接起  Speak clearly in a polite and pleasant tone. Don’t forget to smile! Guest can hear you r smile!  说话要清晰礼貌，不要忘记微笑，因为客人能听到你的微笑。  Note: Telephone operators should consistently provide a polite and proper standard phrase for a greeting.  注意：接电话要保持一致性问候语，口齿清晰，语速慢。  All callers must be greeted with a pleasant voice. Speak directly into the mouthpiece , speak slowly and clearly.  接电话一定要声音甜美，对准话筒，清晰慢速的讲话。 Pick up the phone gently. 轻拿起话筒  Because the call comes from an in-house guest, the guest’s name will be displ ayed either on the console or on the telephone, and the following phrase must be used:  如果电话是从房间里打出来的（客房内），电话上会显示出客人的姓名和房号 ，所以要称呼客人的姓名。  “Good morning/afternoon/evening, Mr./ Mrs. XXX. YYY (name of outlet), XXX (Your name) Speaking, How may I help you?”  “ 早上好 / 下午好 / 晚上好， XXX 先生 / 女士，华膳中餐厅，我是 XXX ，有什 么可以帮到您的吗？” Answer the phone and guest listen carefully. 仔细聆听客人的电话 Be patient and do not interrupt the caller, listen carefully and reply accordingly.  根据客人问得问题回答，问什么答什么。  Thank the guest 感谢客人 Say: “Thank you for your call Mr. / Mrs. XXX, is there anything else I can do for you?”  “ 感谢您的来电， XXX 先生 / 女士，还有什么其他的事情我可以帮到您吗？” Wait for a few seconds and let the caller hang up the phone first, then you hang up th e phone.  等客人挂断电话，我们在挂电话。 Summary questions 总结  Why should the phone be picked up within 3 rings 1. 为什么铃响三声内需要接起？  Why should you speak clearly and with a smile?  2. 为什么要面带微笑接听电话？  Why should you speak slowly and clearly?  3. 为什么接电话要语速慢且清晰？  Why should you use the guest’ name?  4. 为什么要称呼客人的名字？  Why should you greet the guests with good morning, etc?  5. 为什么接到客人电话，首先要问客人早上好之类问候语？ Why should you ask, “How may I help you”? 6. 为什么要问客人“有什么可以帮到您的吗？” Why should you not interrupt the caller? 7. 为什么不能打断客人讲话？ Why should you listen carefully? 8. 为什么需要仔细倾听？ Why should you thank the guest?  9. 为什么要感谢客人？ Why should the caller hang up first? 10. 为什么要等客人先挂电话？ Why is this task important for you and our guests? 为什么这项课题对客人和你都很重要？ Answers: 答案： To ensure the phone is picked up in a professional and timely manner  确保电话可以以专业的礼仪被及时的接起  To maximize the guest satisfaction  使客人的满足感最大化  Orders should be taken complete and efficient, while suggestion options to the guest  要完整并高效的记下客人的点单，同时为客人提出建议 