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电话接听统一用电话接听礼仪用语
Telephone unified use telephone etiquette language
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服务员在“三声铃响”以内接听电话
The waiter answered the phone within three "bell"
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2.使用友好的、礼貌的语气报出餐厅名和接听电话者的姓名(尽量使用英语)
Use friendly, polite tone quote restaurant’s name and the staff who answer the phone (as far as possible use English)
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例：早上好/中午好/晚上好，这里是韵景大堂吧，我是XXX，有什么可以帮助您？
Example: Good morning/Good afternoon/Good evening, Yun Lobby Lounge ,XX speaking ,how may I help you?
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3.认真倾听客人的说话，确定客人需求
Listen carefully to the guest talk, determine the guest needs
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将客人的要求及信息记录在笔记本上
Note all the information on the book
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如客人通过服务员找朋友（餐厅的客人）
If the guest by the waiter to find his friends
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5.服务员首先询问客人称呼。
请问我应该怎么称呼您呢？
First the waiter inquires the guest name.
"Excuse me, how should I address you?
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6.得到客人姓氏后，然后礼貌的询问其朋友的姓氏，特征,是否知道在哪张台用餐(请问您的朋友贵姓，是否有什么明显的特征呢？)
After get the guest name, and then politely ask for his friend's last name and features.(May I know his name or any special features?)
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7.服务员礼貌回复客人“请稍等，马上为您找您的朋友”，然后在电话上按等候键，让客人先听听音乐
The waiter politely reply to the guest "please wait a moment, immediately for you to find your friends", then press waiting on the phone, let the guest listen to the music first.
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8.告知当班管理者，并马上寻找相关宾客
Inform the shift managers and immediately find relevant guests.
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先确定指定餐桌客人是否有其姓氏
determine whether specified table guests have their surnames first.
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“例：打扰您一下，请问哪位是XX先生/女士，您的朋友XXX先生/女士通过电话找您，您方便接听吗？
"Example :Excuse me! I'm sorry to disturb you, could you tell me who is that XX Sir/madam, your friend Mr. / Ms. XXX, phone call for you, if you are convenient to answer?.
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9.带客人到电话旁，然后再按等候键让电话正常通话状态
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Take the guest to the telephone, and then press waiting for phone call to the normal state.
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10.将电话交给宾客并站立在距离宾客2米处
And passed it to the guests to stand 2 meters distance behind the guests
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备注：作为一种礼节，不要听宾客的谈话，这是无礼的、不专业的，更不能去议论宾客谈话的内容
Note: as a kind of etiquette, don't listen to the guests talk, this is offensive and unprofessional, guests can't even talk to the conversation.
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语音语调要平缓
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The pronunciation intonation to flat
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