午晚餐自助餐服务步骤CAFESERVICESEQUENCEbuffetlunchdinner.doc

Lunch Dinner Buffet Service Sequence 午晚餐自助餐服务步骤 Staff in full uniform, well-pressed without stains or tears, no missing buttons, no pens in outside pockets or pockets filled with papers, except order pads inside the pocket name tag is legible (left hand side chest). 员工应穿着合身的制服，制服没有污迹和破裂。纽扣整齐无丢失，制服口袋不能乱插笔和乱塞纸屑，只允许配置点单用的小册子，名牌佩戴在左胸位置。 No grouping under any circumstances, when not dealing with a guest, staff maintains upright posture at all times. Be always alert. 在任何情况下都不允许交头接耳，除非在与客人交谈之际，否则应始终保持正确的站立姿势，并时刻保持警惕。 All guests greeted immediately upon arrival at outlet with verbal greeting, smile and eye contact (according to greeting standard) 客人来餐厅用餐时，应立即与客人打招呼，微笑并用眼神表示关注。 If there is a queue of 5 people or more, guests are informed within 3 minutes of arrival at entrance and given expected waiting period. Guests are seated within 3 minutes of table becoming available. 当餐厅门口排队的客人有5人或多于5人时，客人应在3分钟之内被告之相应的等候时间，同时客人应在3分钟内被安排坐到空的桌子旁。 Guests with reservation have booking details reconfirmed. 对于事先预定的客人，接受预定的员工应详尽纪录并确认细节。 Guests without reservations are offered table according to their preference. 没有预定的客人，可根据喜好安排座位。 Inquire guests politely for their room number to know their basic information, ask guest for other informationreservation, pax, smoking or no-smoking area…. 礼貌的询问客人的房间号码来了解客人基本情况，然后询问客人一些其它信息《预定情况，人数，吸烟区还是无烟区等等》 Guests are escorted to table by the most direct route. But she should introduce our buffet first and show guest our buffet table during lunch dinner, Staff should be never more than 3 steps ahead. 领位时应选用最直接的路径,但是在午晚餐时间一定要先给客人介绍我们的自助餐，并带领客人看一下我们的自助餐食品，另外，员工距离客人不能多于3步。 Guest assisted with seating, with a smile and verbal pleasantries. 帮助客人入座时应面带微笑并愉快地与客人交谈。 Buffet introduced with positive comments. Menu offered. Ask guest prefer buffet or a-la-cart. 积极地向客人推荐自助餐，提供零点菜单. 询问客人用自助餐还是零点. If guest decide to use buffet, unfolding napkin and place napkin on the BB plate for the guest 如果客人决定同自助餐，请替客人打开餐巾并放置于面包盘上。 Take the beverage order and make some recomm