BJSWA-餐厅预订标准 2025.03.05

响铃三声内接起电话 Pick up the phone within three rings

问候先中文再英文（如果是转接，则不需要英文，直拨到餐厅需要报双语）Greetings in Chinese then English (no English required if transferring, direct dialing to the restaurant requires bilingual reporting)

问候早上好/中午好/晚上好 greeting of good morning/good noon/good evening

接听人员是有介绍自己部门和名字The operator does introduce his department and his name.

有主动询问客人姓氏，并在接听过程中至少2次称呼客人姓氏Do you take the initiative to ask for the guest's last name and address the guest by his/her last name at least 2 times during the answering process?

询问客人饮食禁忌或者过敏 Ask guests about dietary taboos or allergies

询问座位偏好Ask for seating preferences

询问有特殊庆祝事宜还是普通用餐 Ask about special celebrations or regular meals

重复预订信息 Repeat booking information

告知预订取消政策 Inform the booking cancellation policy

对自己营业点的产品知识是否熟悉Familiarity with the product knowledge of your business location

整个电话接听是否让你感到备受关注Does the whole call answering make you feel noticed?

整个对话过程是否表现出积极、热情主动提供服务和帮助Whether the entire conversation demonstrates a positive, enthusiastic approach to providing services and assistance