用餐的经验过程 - 早餐自助餐.ppt

用餐的经验过程- 早餐自助餐
DINING EXPERIENCE – BREAKFAST
第一印象至最后印象
THE FIRST IMPRESSION
&
THE LAST IMPRESSION
Dining Experience - Breakfast
问候客人 Greeting guests
15和5规则
15 & 5 rule
在客人距离15米时就以眼睛注视客人并微笑致意,到客人距离5米时双目注客人微笑问候.
make eye contact and smile to a guest at 15 feet and greet a guest at 5 feet with smile and maintain eye contact
协助客人存放衣物
Assistance will be offered with coats and bags.
Dining Experience - Breakfast
1) 问客人房间号码时说:“请问一下您的房间号码?”
1) Ask the guest’s room number by say “May I ask your room number please?”
2) 检查入住包价里是否包含早餐
2) Check for Breakfast is included or not on the rooming list.
3) 问客人多少位,“某某(客人名字)先生或女士,请问您们多少位?”或“某某(客人字
先生或女士,请问您需要多少位的桌子1, 2, 3,4……位”
3) Ask the guest, “For how many persons, sir/madam, or Title (Guest’s name)”? Or “Would you like a
table for 1, 2, 3, or 4 persons… sir/madam or Proper Title (Guest’s name)”?
4) 提供给客人吸烟区或非吸烟区的选择时说:“某某(客人名字)先生或女士,您需要在
烟区还是非吸烟区?”领位观察非吸烟区的入坐情况并建议给客人位置.
4) Offer guest for smoking or non-smoking table. By saying "Would you like a table in the smoking or
non-smoking section, Sir/Madam/Guest’s name?" Hostess to observe occupancy of non-smoking
section, and tables available.
5) 如果需要等候,一定要告知客人等候的时间
5) If waiting time exists, hostess must inform the guest of the approximate waiting time.
问客人房间编号
Ask Guest’s Room Number
Dining Experience - Breakfast
为客人带位Escort guest to the table
1) 为客人带位时,你说:“这边请”或“请跟我来”用眼睛注视客人面带微笑用手指出方向
1) Request guest to follow you, by saying, "This way please" with smile and eyes contact; and indicate the direction with your hand.
2) 行走在客人之前
2) Lead the way by walking in front of the guests.
3) 行走速度不要太快或太慢/与客人保持一致
3) Walking not too fast or too slow/walk same
pace as guest.
4) 距离不超过一米
4) Distance no more than one meter.
5) 确定客人正在跟随
5) Ensure guests are following.
Dining Experience -
Breakfast
客人入座
Seating the guests
1) 把客人带去确定摆好的台.
1) Ensure guest is lead to a clean and set table.

2) 向外拉开椅子,使客人有充足的空间进入,女士优先,说:“请坐某某(客人名字)先生或女士”.当客人坐的时候,将椅子小心的随客人动作向前移进,直到客人找到舒适的位置坐下。2) P