凯悦酒店01-04 How to Take a Beverage Order.ppt

Introduction前言 We want every Guest to feel the Hyatt Touch! 我们要让每一位客人感受到凯悦温情！ Let us delight our guests with our enthusiastic service attitude demonstrated through Flexibility, Initiative, Teamwork and Sincerity. 让我们成为“优态使者”，灵活主动，真诚待客 Objective目标 By the end of this session, our objective is to ensure that you have learned “How to Take a Beverage Order” with confidence, and according to our defined standards. 到这次课程结束的时候，我们的目标是要确保你学会 怎样按照我们酒店的标准，自信地“为客人点饮料单”。 Any Questions? 有问题吗？ Approach the Table靠近餐桌 When is the right time to approach the table? 什么时候是适合靠近餐桌的时间？ Once the guest has been seated and the menus have been presented 一旦客人就座，菜单已经出示 Which side of the guest should we take the order? 我们应在客人的哪一边点单？ Right hand side of the guest where possible 尽量在客人右手边合适的位置 Approach the Table靠近餐桌 How should we present ourselves to the guest? 在客人面前如何展示我们自己？ Smile as we really mean it 发自内心的微笑 Establish good eye contact 建立良好的眼神接触 Maintain good posture 保持身姿端正 2. Greet the Guest问候客人 How should we greet a guest? 我们怎样问候客人？ “Good morning/ afternoon/ evening, Sir / Madam.” “先生/女士,早上好/下午好/晚上好。” Use guest’s name if we know 尽量称呼客人的名字 3. Offer a Drink提供饮品 What do we need to say to the guest? 我们需要和客人说些什么？ “Excuse me Sir/ Madam, What would you like to drink?” “对不起，先生/小姐，请问您需要喝点什么饮料吗？” Speak clearly at all times 始终保持口齿清晰 Order taking sequence: 点单次序: 1. Ladies 女士 2. Gentlemen 男士 3. Host 主人 4. Writing down the Order记录点单 Where do we need to write the order? 我们需要在哪里记录点单？ On a Captain Order 记录在点菜单上 4. Writing down the Order记录点单 What Information do we need to record first ? 我们需要先记录哪些信息？ Table number 餐桌号 Number of persons 就餐人数 Guest position number 客人餐位号 4. Writing down the Order记录点单 How do we take the order? 我们怎样点单？ Listen carefully 仔细聆听 Do not interrupt the guest 不要打断客人 Write the order clearly with any special request 将特殊要求记录清楚 Do n