送餐房间服务程序

送餐点单服务程序图OrderTakingServiceBlueprintServiceBlueprint服务程序 指南 验证指南下载验证指南下载验证指南下载星度指南下载审查指南PDF Whattosay所用服务用语Standard 标准 excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载 1）Pickupthephonetogreetandaddressguest"GoodMorning/Afternoon/EveningMr./Mrs./Ms.____GuestServiceCenter,______speaking,howmayIhelpyou?"1. Ordertakermustbe familiarwithallfoodandbeveragemenus.2.Telephonemustbeansweredwithinthreerings.3.Addressguestsbytheirnames–personalizeservice,letguestfeelwarmcomforting.2）TakingOrder"Yes,Iamreadynow,whatwouldliketoorde?""SoupofTheDayis______.""Howwouldyoulikeyoursteak(done)?""Whichsaucewouldyouprefer?""Whichflavorwouldyouprefer?Howmanyscoopswouldlike?Inoneglassorseparately?"1.Shouldknowthemenuthoroughly,dailyspecialandchef’srecommendation.Ifqueryonfoodexplanation,theOrderTakershouldbereadywithapromptandcorrectreply.2.OrderTakermustknowanduseserviceabbreviationsconsistentlyandaccuratelywhentakinganorder.3.Don’tforgettowritedowntheinstructionsuchas:Howissteakdone?,sauceorothersidedishes,theflavoroficecream,andhowmanyscoops.3)Suggestive/RecommendatorySelling"Wouldyoulikesomemineralwater?""Wouldyoulikeonebottleofredwinetomatchyoursteak?""Wouldyoulikeonebottleofwhitewinetomatchyourfish?""Wouldyoulikeone"lovely"AlmondTiramisuasdessert?"Usesuggestive/RecommendatorysellingandUpsellingwhentakingthefoodandbeverageorder.4)RepeatOrderandIdentifyTheDeliveryTime"Wouldyoulikeanythingelse?Howmanypersonplease?""So,Mr./Mrs./Ms._____,yourorderis____________________,andyourroomnumberis____#""Yourorderwillbedeliveredwithin30minutes,Thankyouforyourcalling,Goodbye."1.Repeatthefood&beverageorderandtheroomnumberbacktotheguestandconfirmit.2.IdentifythedeliverytimeandthanktheguestforusingtheInRoomDining.5)CallBacktoAskCommentsandCollection/Clearing"GoodMorning/Afternoon/EveningMr./Mrs./Ms.____ThisisGuestServiceCenter_____speaking,HowwasyourBreakfast/Lunch/dinner/supper?""MayIsendsomebodytoclearthetrolley/tray?"Maketheguestfeelthatthereispersonalcontactandthehotelwantstoservethemwiththebest,whichinturnwillincreasetherevenueofIn-RoomDining.送餐房间服务程序INROOMSERVICESEQUENCEServiceSteps服务步骤ConversationSentences所用服务用语Standard&Procedure标准与程序1）EnteringaGuestRoom进入客人房间“GoodMorning,RoomService”“早上好，送餐部。”“GoodmorningMr./Mrs....(getguest’snamefromyourreport),MynameisKim...andIwillbeservingyourbreakfast.MayIcomein?"“早上好，王先生，我是送餐部的Kim为您服务早餐，我可以进来吗？”1.Associatespositionthemselvesinfrontoftheguestroomsecurityviewerwiththeirnametagvisibletotheguest;员工要在敲客人的房门以前将自己的仪容整理好并带好名牌，在客人可以通过门镜清楚看见的地方站立好。2.Pressdoorbellorknockonthedoorandannounce“RoomService”按铃,问候客人3.Ifnoanswer,pause10secondsbeforeknockingorringingasecondtime,pauseagain.如客人没有回应，10秒钟后再按铃等候客人回应。4.Ifthe"DND"signisonortheseisnoresponse,usethenearestfloorpantryphonetoinformguesttheorderisready.如果客人房间门口挂着“请勿打扰”牌或无回应，使用最近的管家部楼层电话 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通知客人餐已近准备好了。5.Ifguestisin,waituntilguestopensthedoorandintroduceyourself.如果客人在房间一定等到客人开门，并介绍自己。2）ServiceintheGuestRoom在客人房间里服务"MayIputthetrolley/trayhere?"“我可以将餐车/托盘放在这吗？”"MayIservethedrinknow?"“我可以现在服务您的饮料吗？”"MayIopenyourwine?"“我可以为您开酒吗？”"MayItakethehotdishoutofwarmer?""我可以把热菜从保温箱里拿出来吗？"1.Checktheorderonceagainbeforeknockingontheguestroomdoor.敲门之前应检查客人的点单.2.Whenapproachingtheguestroom,checktheguestbillifitmatchestheroomnumber.Fordoorknobmenus,checktheroomnumberondoorknobmenutoensureitmatcheswiththeroomnumberandthebill.来到客人门前应首先看房号，然后核对门把手菜单及帐单上的房号是否一致3.Uponenteringtheroom,theRoomServiceattendantwillintroducethemselvestotheguestasperhotelstandardsandinapropertone.进入房间之前应介绍自己。(使用酒店标准)4.Asktheguestwhereshouldplacethetrolley&tray.Ifthemealisonatrolley,foldthebothflapsouttoincreasetheguest’seatingarea.应礼貌询问客人餐车或托盘是否可以放在指定位置，如果是餐车，应将餐车两个侧面都打开。3）ServingToastintheGuestRoom在房间里服务吐司“Howwouldyoulikeyourtoasttobeserved,lightcolor,browncolorordark？”“您想要几片、哪种面包、烤成什么程度？”1. Accordingtotheguestorders,getthetoaster,tongsandbreadbasketandnapkinready.根据客人的点单，准备好吐司机、夹子、面包篮、口布。2.Makesurethetoaster,tongandbasketareclean..确保吐司机、夹子、篮子干净。3.Whenintheguestroom,pushthetrolleynearthesocketinordertoreachtheplug.Ifneeded,youcanusetheextensionboard.进入客房后将餐车推至电源插座附近，如需要应使用接线板。4.Beforeservingthetoastasktheguesthowwouldthetoastbeprepared.在服务之前应先询问清楚客人想要几片、哪种面包、烤成什么程度。5.Aftertoastisserved,makesurethetoasterhasbeenswitchedoffanddisconnected.烤完后应确保关掉电源并将插头拔下。6.Thetoastercontrolsheetwillbeusedforfollowupandcommunication.ThetoastercontrolsheetmustbekeptatalltimesintheRoomServiceOffice.应使用吐司机控制 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来管理吐司机。并且应长期保存记录。7.Oncethetoasterandtongsarereturned,theymustbecleanedrightaway,andreadyfornextuse.收回的用具应彻底清洁并准备好待用。4)LeavingGuestRoom离开客人房间“Wouldyousingeyourbillplease?”“这是您的帐单，请您签一下”“WouldyouhavesomethingelsIcandoforyou?”“请问还有什么可以为您做的。”“Enjoyyourbreakfast/Lunch/DinnerPlease！Whenyoufinishyourmeal,pleasedialRoomServiceforcollection/clearing.Haveanexcellentday!Goodbye”“请您慢慢享用你的早餐午/餐/晚餐，如果您用完餐请拨打送餐部，祝您今天过得开心，再见！”1.Checkwiththeguesttofindoutifguesthasotherneeds.InformguesttopayattentiontohotplatesAccuratebillpresentedtoguestinfolderwithballpenwithLogoforguestsignature.将帐单夹展开并递上带酒店标志笔请客人签字。2.Upondeparturefromtheroom,attendantshouldinformguesttocallGuestServiceCenterafterfinishthemealforremovingtrayortrolley当员工离开房间之前告知客人用完餐后通知宾客服务中心收餐，并要祝客人用餐愉快，如有任何需要帮助电话通知宾客服务中心。3.Closedoorlightly.Gobacktoroomserviceimmediately.Onthewayback,checkcorridor,takebacksoiledtraysortrolleys..离开时将门轻轻关上.马上回到送餐部。回来的路上留意走廊将脏餐收回。5）ClearingofTrolley/TrayfromtheRoom从房间里收拾餐具“Goodmorning/Afternoon/Evening,RoomService”“早上好下午好/晚上好，送餐部”“Mayclearthetrolley/tryforyou?”“我可以为您收拾餐具吗？”1.Achecklistofmealsdeliveredtotheguestroomsmustbecheckedoftentomakesuretraysandtrolleysarecollectedafterdelivery.点单员要随时查看点单记录，注意收餐时间并安排收餐，及时将餐具餐车收回2.Theroomserviceassociatemustcheckthefloorcorridorsregularlyincaseguesthasputthetrayortrolleyoutsidetheroom.服务员必须经常到客人房间门口及走廊去查看客人是否将餐具拿出.3.Trays/Trolleysareremovedfromtheguestroomwithin15minutesoftheguestrequest.如果客人打电话来要求收餐，必须在15分钟内提供服务。4.Beforeenteringtheguestroom,pushthedoorbellfirstthengreettheguestinapropertone:“Goodmorning/Afternoon/Evening,RoomService”进房间前要按门铃，并用适中音量，标准用语通知客人：“早上好/下午好/晚上好，送餐部”5.Afterenteringtheroomsay,Pickupthetrayortrolleycarefullyfromtheguestroomandtrynottodisturbtheguest.小心取走房内餐具，并避免打扰客人。6）PlacingAmenitiesintheGuestRoom客人礼品摆放“Goodmorning,RoomService.”“早上好，送餐部”““Ihaveafruitbasketforyouwithcomplimentsofthehotel,mayIcomein”“我有酒店的欢迎礼品送予您，我可以进来吗？”“Ihopeyouenjoyyourstaywithus.Haveapleasantday,Mr.Jones.”“希望您能和我们度过愉快的一天”Amenitiesshouldbeplacedintotheroomnolaterthan30minutespriortotheguestarrivaltime.免费欢迎品至少要在客人来的30分钟前放好。1.Theshiftleaderormanagershallrunanamenitiesreportdaily.AcopyofthisshouldbepassedontotheExecutiveChefforthekitchen’sreferenceandcosting.主管或经理应每日认真阅读免费欢迎品报表，并将报表一联交给厨师长作为参考及方便成本预算。2.Amenitiesshouldbearrangedbytimeandpickupfromtherelevantkitchens.与厨房协调好取欢迎品的时间。3.Usingatrolleyortrayfortransporttingamenities.使用托盘或餐车运送。4.Getthemasterkeyfromshiftleaderifneeded.Attendantshouldsignonthemasterkeycontrolsheet.从主管处取客房万能钥匙，并在控制本上签名。&PRickyRao&D