Bộ tiêu chuẩn bộ phận Nhà hàng (SOP FB) KS InterContinental

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 Answer all calls promptly, before it rings more than three times Speak in a pleasant tone slowly and audibly Greet the caller according to the time of the day/evening, e.g “Good Morning” Identify your outlet, e.g.” Calamus Restaurant” Offer help, e.g ”How may I help you?” i.e.: ”Good Morning, Calamus Restaurant, How May I Help You?” Always reply with sir/madam or by name, if known