酒店管理餐饮 餐饮服务——送餐服务操作标准2015叶予舜).pdfVIP

酒店管理餐饮 餐饮服务——送餐服务操作标准 Room Service 送餐服务操作标准 Preparation 准备工作 1. Learn and repeat the order call 接听并重复点单 2. Distribute captain order 分发点菜单 2. Preparation(table setup) 准备餐车或送餐托盘 3. Check table setup all items 检查桌面摆放和菜品 4. Put out fire and take away cling film 熄灭酒精并撤除保险膜 5. Re-set up the trolley 整理餐车 Service in Room 房间服务 1. Greeting and introduce yourself 问候客人并介绍自己 2. Ask approval to enter the room 得到客人同意后方可进入房间 3. Ask where to set the trolley/tray 询问餐车或托盘的摆放位置 4. Introduce dishes and complimentary items 介绍菜品和赠品 5. Newspaper 报纸服务 6. Confirm the second service times (if necessary)确认第两次送餐服务时 间（如有需要 7. Clearing procedure 告知客人收餐程序 8. Bill 结账 1  叶予舜  二〇一五年九月九日星期三  9. Provide any other assistance 询问有无其他需求 10. Merci! Bon Appetit ! Farewell 感谢客人并祝客人用餐愉快 11. Feedback 反馈服务中心 Clearing 收餐 1. Greeting and introduce yourself 问候客人并介绍自己 2. Ask approval to enter the room 得到客人同意后方可进入房间 3. Check guest’s satisfaction 询问满意度 4. Provide any other assistance 询问有无其他需求 5. Clean the trolley or tray 收餐车或者托盘 6. Merci! Farewell 感谢客人并告别 7. Feedback 反馈服务中心 R/S Waiter’s Script in Room 送餐部员工手册--房间服务 Bonjour/Bonsoir, Good morning/afternoon,/evening, 早上好/下午好/晚上 好 Mr. Mrs. **! May I come in with your order, please? 我可以将您的点餐送进去么? 谢谢! （您先请! ）**先生/女士. 你觉得把餐车/托盘放在那里比较好呢? (After you, Mr. Mrs. **!) Where would you like your tray/trolley to be placed? **先生/女士.我可以为您打开盖子么? 2  叶予舜  二〇一五年九月九日星期三  May I open the cover for you, Mr. / Mrs. **! 这是**,这是**。我们酒店送您一份面包篮，其中有法棍、软包、硬包和橄榄茄子 包，还有水果盘/店制饼干和水,希望您能喜欢？ This is a **, and a **. Also a breadbasket, with a French baguette, soft bread, hard roll and Focaccia; complimentary fruit platter/cookies and water for you Mr/ Mrs XXX. Here is your ne