酒店管理餐饮 客房餐饮服务——送餐点单服务程序2016叶予舜).pdfVIP

叶予舜2015/12/20 酒店管理餐饮 客房餐饮服务——送餐点单服务程序 ROOM SERVICE ORDERTAKING SERVICE SEQUENCE Service Steps Conversation Sentences Standard Procedure 服务步骤 所用服务用语 标准与程序 1）Pick up the phone to Good Morning/Afternoon/Evening Mr./Mrs. 1. Order taker must be familiar with all food and beverage menus. 点单员要熟知菜单 greet and address guest /Ms.____ Guest Service Center, ______ speaking, 和饮料单。 by name how may I assist you? 2. Telephone must be answered within three rings. 电话要在铃声响三声内接听。 接听电话称呼客人的姓 “早上/中午/晚上好，XXX先生/太太/小姐” 3. Address guests by their names – personalize service. 称呼客人的姓，提供人性化服务 Yes,I am ready now,what would like to order? Chef`s Soup of The Day is ______. 1.Should know the menu thoroughly, daily special and chef’s recommendation. If “是的，您想点些什么？”“今天的例汤是XXX” query on food explanation, the Order Taker should be ready with a prompt and How would you like your beef done, rare, correct reply. 要完全熟知菜单，当日特别菜品，如果客人对菜单有疑问，点单员要快速并 medium-rare, medium, medium-well or well done? 准确回答。 2） Taking Order Mr/Mrs/Ms XXX or Sir/Ma’am? Which sauce 2. Order Taker must know and use service abbreviations consistently and accurately 点单 would you prefer? we have black pepper sauce, when taking an order. 在点单的时候，点单员要知道怎样正确运用缩写。 mushroom sauce, green peppercorn sauce, B