餐厅服务程序.doc

- 1- Restaurant Service Sequence Manual 餐厅服务程序手册 Division: F&B Department: Laris 陆唯轩 Task 1: Greet a guest 问候客人 Area: Guest Coordinator 客户协调员 What to do ? Establish eye contact with the guest 和客人进行眼神的接触? Greet the guest 问候客人 How to do it a) Upon guest ’s approach 在客人到达时 b) At the entrance of the restaurant 在餐厅入口处 c) With a very warm natural smile and genuine e 以自然的微笑,真诚地迎接客人 d) When guest meters away from you 在客人距离你 米处 a) Guest should be greeted within 15 seconds of arriving. 必须在客人到达 15秒内迎接并问候 b) Good afternoon/evening Madam/Sir. 女士/先生,中午好/晚上好 c) Ina clear and confident voice, friendly 用清晰的,充满自信的声音友好地问候 d) Use the guest name if known. 如果知道名字,称呼客人的名字“ e Mr. Wang, Mrs. Younger or e back, Mr. Wood. ”“王先生,杨女士,欢迎光临,或者,吴德先生,欢迎回来” Training M ark , Sandie Question / Answer Role play 角色扮演- 2- Restaurant Service Sequence Manual 餐厅服务程序手册 Division: F&B Department: Laris 陆唯轩 Task 1: Greet a guest ( cont 1 )问候客人(续 1) Area: Guest Coordinator 客户协调员 What to do ? e the guest 欢迎客人 How to do it a) Meaningful 有意义的 b) Clear and loud 用清晰,响亮的声音 c) Sincerely 以真诚的态度 Training M ark , Sandie Question / Answer Role play 角色扮演- 3- Restaurant Service Sequence Manual 餐厅服务程序手册 Division: F&B Department: Laris 陆唯轩 Task 2: Check guest name / reservation 查询客人的姓名与预订 Area: Guest Coordinator 客户协调员 What to do How to do it Training ? Ask guest for their name / reservation 询问客人的姓名与订位 a) Good afternoon / evening, Madam/Sir. e to Laris. (Do not ask “ Do you have a reservation? ”) 女士/先生,中午好/(不要问:你有定位吗?) b) May I have your last name please? 请问贵姓 c) Friendly, clear in tone. 用清晰,友好的声音问候 d) Show interest 表现出对客人的重视 a) Good afternoon / evening, Madam / Sir. e to Laris. Table for ____? 女士/先生,中午好/ b) Friendly, clear in tone. 用清晰,友好的声音 c) Show interest 表现出对客人的重视 M ark , Sandie Question / Answer Role play 角色扮演- 4- Restaurant Service Sequence Manual 餐厅服务程序手册 Division: F&B Department: Laris 陆唯轩 Task 2: Check guest name / reservation ( cont 1 )查询客人的姓名与预订(续 1) Area: Guest Coordinator 客户协调员