酒店推介餐厅服务标准操作
Guest Expectation客人期望:
I expect that hotel staff can recommend an appropriate restaurant to me and can assist with making my reservation.
我期望酒店员工能为我推荐好的餐厅并为我预订座位。
Why is this task important for you and our guests?
为什么该任务对你和我们的客人都很重要？
Answers 回答:
We must recommend nice restaurants to our guests. 我们应该推荐好的餐厅给客人。
We can increase guest satisfaction. 尽量提高客人满意度。
Demonstrate my professionalism. 展示我的职业道德。
I understand the importance of this service for our guests. 明白对客服务的重要性。
STEPS步骤
How / Standards标准
1）Hotel Restaurant reservation 酒店餐厅预订
Recommend Hotel Restaurants to the guest first. 首先向客人推荐酒店里的餐厅。
Hotel Restaurant menus will be available and upon request, reservations will be made. 酒店餐厅能满足客人要求,并做好预订。
Using a Restaurant Booking Sheet, obtain the guest’s name, number of people in the party, time of reservation and restaurant name. 使用酒店餐厅预订单,获得客人名字,人数,用餐时间和餐厅名字。
Note all special requests. 记下特殊要求。
2)Outside restaurant reservation在酒店外订餐
If the guest requires recommendations about outside restaurant, make suggestions according to the guests preference, such as location, cuisine and star rating. 如果客人要求推荐酒店之外的餐厅,要根据客人的喜好,比如餐厅位置,菜肴和价位。
3) Recommendation 推荐
The Concierge should log onto the Insider Concierge Guide to the City website or in the OPERA system to search the information. 礼宾部应该把所收集到的信息输入OPERA系统。
Select a restaurant and a
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