Bộ tiêu chuẩn bộ phận Nhà hàng (SOP FB) KS InterContinental
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SECTION
MINIMUM STANDARD
&
PROCEDURES
NUMBER
PAGE
REVIEWED BY
Resident Manager:
APPROVED BY
General Manager:
ECFFECTIVE
SUBJECT
ANSWERING THE PHONE
PREPARED BY
Restaurant Manager
DEPARTMENT: FOOD AND BEVERAGE
Standard
The role of telephones in F&B is a vital one. The telephone is common medium of communication
including inter-department, guest’s reservation and inquiries.
When the phone rings, you must pick-up within three rings.
Procedures
1
Answer all calls promptly, before it rings more than three times.
2
Speak in a pleasant tone slowly and audibly
3
Greet the caller according to the time of the day/evening,
e.g. “Good Morning”.
4
Identify your outlet, e.g.” Calamus Restaurant”
5
Offer help, e.g. ”How may I help you?”
i.e.: ”Good Morning, Calamus Restaurant, How May I Help You?”
6
Always reply with sir/madam or by name, if known .
