HY-18 如何服务毛巾.doc

STANDARD OPERATING PROCEDURE
TASK: HOW TO SERVE A HAND TOWEL
任务:如何服务手巾
Task Number:
编号
HY-0018
Department:
部门
F&B – Chinese Restaurant
中餐厅
Date Issued:
执行日期
Jan. 2008
2008年1月
Guest Expectation:
客户期望
That upon seating at the table a clean hot or cold hand towel is served within 5 minutes, on a towel tray by friendly and efficient staff.
客人入座后五分内,服务员用手巾托服务干净的热/冷毛巾。
Time to Train:
培训时间
10 minutes
10 分钟
Why is this task important for you and our guests?
为什么这个课题对你和我们的客人都很重要
Answers:
答案
To maximize guest satisfaction
最大化提升客人的满意度。
To ensure the guest receives a clean towel with tray
确保客人得到干净的手巾
To ensure the service staff is knowledgeable and confident serving a hot or cold towel
确保客人懂得如何服务热/冷毛巾
STEPS
步骤
HOW/ STANDARDS
怎样做/标准
TRAINING QUESTIONS
培训提问
General
总则
Hand towel will be changed during special meal period, . crabs, shrimps, roast pigeon
在服务特殊菜品时更换手巾,例如蟹、虾乳鸽等
Before the meal: Hot towels are served during winter and cold towel are served during summer.
上菜前:冬天上热手巾,夏天上冷手巾
During the meal: Only hot towels are served
服务中:只上热手巾
After the meal: Hot towels are served during winter and cold towel are served during summer.
餐后:冬天上热手巾,夏天上冷手巾
After the menu course and served the tea for guest, hand towel will be changed automatically.
上菜完毕服务茶水后,手巾要自动更换
Why do you use hot towels in the winter and cold in the summer?
为什么要在冬天上热手巾夏天上