MINIMUM STANDARD & PROCEDURES ECFFECTIVE SUBJECT ANSWERING THE PHONE PREPARED BY Restaurant Manager REVIEWED BY Resident Manager: APPROVED BY General Manager: DEPARTMENT: FOOD AND BEVER
Trang 1MINIMUM STANDARD
&
PROCEDURES
ECFFECTIVE
SUBJECT
ANSWERING THE PHONE
PREPARED BY
Restaurant Manager
REVIEWED BY Resident Manager:
APPROVED BY General 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