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"
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)
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?
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
将客人的要求及信息记录在笔记本上
Note all the information on the book
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
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?
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?)
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.
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.
先确定指定餐桌客人是否有其姓氏
determine whether specified table guests have their surnames first.
“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?.
9.带客人到电话旁，然后再按等候键让电话正常通话状态
Take the guest to the telephone, and then press waiting for phone call to the normal state.
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
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
The pronunciation intonation to flat
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