已阅读5页,还剩131页未读, 继续免费阅读
版权说明:本文档由用户提供并上传,收益归属内容提供方,若内容存在侵权,请进行举报或认领
文档简介
INTERNATIONALOPERATIONSPREOPENINGMANUALGENERALINFORMATIONRESTAURANTPAGE3THERIGHTWAYHOSTESSINGTRAININGTOPICSHOSPITALITYDOYOUORDONTYOUGREETINGANDSEATINGGUESTSSAMPLESCRIPTTOOBUSYTOHELPAGUESTGREATER/SEATERSTANDARDSOFSERVICETELEPHONEHOSPITALITYTELEPHONEETIQUETTEJOBLEARNINGCHECKLISTGREETER/SEATERQUIZFORCERTIFICATIONOFGREETER/SEATERGROOMINGSTANDARDSGENERALSERVICERULESTHESCATTERSYSTEMOFSERVICESAMPLEPARLEVELSROOMSERVICEPAGE79TYPEOFGUESTSWHOORDERROOMSERVICETRAYANDTROLLEYSETUPANDSERVICENOTESORDEROFSERVICEANSWERINGTHEPHONEKEYSTEPSTOREMEMBERFORORDERTAKERVIP/REPEATGUESTSPACKAGEORDERPROCEDURESSAMPLETRAININGTOPICSFORROOMSERVICETASKSFORROOMSERVICETRAININGMINIBARJOBDESCRIPTIONANDPROCEDURESTASKSFORMINIBARTRAININGMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG2“THERIGHTWAY”“MARRIOTTDOESITRIGHT“THISISHOWGUESTSFEELWHENTHEYAREWARMLYWELCOMED,MADECOMFORTABLEANDTREATEDASSOMEONESPECIALTHEREARETHREEELEMENTSINPRODUCINGTHISFEELINGHOSPITALITYCOURTESYANDATTENTIONTOGUESTNEEDSATHEATMOSPHEREOFHOSPITALITYISSHOWNTHROUGHTREATINGEVERYGUESTWITHTHEATTITUDEOF“WEAREGLADYOUAREHERE”REGARDLESSOFTHETIMEOFDAYORNIGHT,THETYPEOFDRESSOFTHEGUEST,THEVOLUMEOFBUSINESS,THEATTITUDEOFTHEGUEST,ETC,EACHGUESTEXPECTSANDDESERVESTHESAMETYPEOFQUALITYSERVICEATMARRIOTTTHISISOURAIMBITISTHENATUREOFFOODANDBEVERAGEOPERATIONSTOBEFASTPACEDDURINGBUSYMEALPERIODSORWHENGUESTSAREINAHURRYFORSERVICESERVICE,HOWEVER,CANBEACCOMPLISHEDDURINGTHESETIMESWITHCOURTESYEVENDURINGTHESE“BUSY”PERIODS,WEMUSTREMEMBERTOUSEBOTHVERBALEXPRESSIONSANDBODYLANGUAGEMANEUVERS,SUCHASSAYING“THANKYOU,”“PLEASE,”AND“EXCUSEME,”“MYPLEASURE,”“YOUAREWELCOME,SIR”ANDSTOPPINGTOLETAGUESTPASSBYBEFOREPULLINGOUTACHAIRFORANOTHERCONTINUALEMPHASISONTHESEGESTURESOFCOURTESYWILLENSUREOURSUCCESSINHOSPITALITYCTHEQUALITYOFSERVICEISAMAJORFACTORINTHESUCCESSOFFOODANDBEVERAGEOPERATIONSITISALSOAPRIMEREASONWHYMANYOFTHEMFAILMARRIOTTHASENJOYEDAGOODREPUTATIONFORQUALITYSERVICE,BUTCANNOTRESTONLAURELSEARNEDTHEREISCONSTANTCHALLENGEINMAINTAININGQUALITYSERVICE,ESPECIALLYWITHTHEEXPLOSIVEGROWTHOFTHEHOSPITALITYINDUSTRYANDTHEMANYCOMPETITORSCONTINUALLYENTERINGTHEFIELDGOODSERVICEMEANSGRACIOUSANDEFFICIENTATTENTIONTOGUESTSWANTSANDNEEDSTHISCANONLYBEACCOMPLISHEDTHROUGHPROPERTRAINING,MANAGEMENT,SUPERVISION,ANADEQUATESUPPLYOFSERVICEEQUIPMENTANDAPHILOSOPHYWHICHAPPRECIATETHEGUESTANDKEEPHIM/HERINMINDASBEINGTHEMAINREASONEVERYONEISHEREDTHEMOSTAMBITIOUSHOSPITALITYPROGRAMISDEPENDANTUPONPEOPLETOMAKEITSUCCESSFULTHEPERSONALTOUCHOFEACHASSOCIATEMAKESTHECONCEPTCOMETOLIFEMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG3MARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG4HOSTESSINGTRAININGTOPICS1DISCUSSEACHPOINTFROMTHEHOST/ESSJOBDESCRIPTIONEACHHOST/ESSWILLSIGNTHEJOBDESCRIPTIONANDTHISWILLBEATTACHEDTOHIS/HERFILE2GREETINGGUESTSCALLGUESTBYNAME,IFPOSSIBLEWITHASMILEANDFRIENDLYATTITUDE“GOODMORNING,”“GOODEVENING”NOT“HI”OR“HELLO”ASKHOWMANYINTHE“PARTY”HOWMANYTOTALGUESTS3HOST/ESSDESKALWAYSKEPTNEAT,CLEANHAVEALLSETUPCLEANMENUSMATCHESTOOTHPICKS,WRAPPEDPENSMARRIOTTCOMMENTCARDSFRESHFLOWERSORSIMILARFRESHLOOKTELEPHONENUMBERSOFHOTELDEPARTMENTSEMERGENCYTELEPHONENUMBERSRESERVATIONBOOKFLOORPLANDAILYEVENTSHEETROOMINGLISTCIACASHINADVANCE,FORGUESTSWHOCANNOTCHARGETOTHEROOMLISTNEVERUSETHEHOST/ESSSTANDASABARRIERBETWEENYOUANDGUEST4HANDLINGANDTAKINGRESERVATIONSASKNAME,DATE,TIME,WHICHRESTAURANT,HOWMANYPEOPLEINTHEPARTY,ANYSPECIALREQUESTSLIKENOSMOKINGORAWINDOWTABLEORAQUIETPLACE,ETC,WRITEALLCAREFULLYINRESERVATIONBOOKANDSIGNGUESTNAME5EYECONTACTALWAYSWATCHEACHOTHERORSERVERSSOYOUCANUSESIGNALSTOMAKEYOURJOBMOREEFFECTIVEMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG5HOSTESSINGTRAININGTOPICSCONTINUED6WAITINGLISTHANDLEGUESTSGRACEFULLYINVITETHEMTOWAITINTHELOBBYBARORTHEOTHERWAITINGAREAANDBESURETOCALLTHEMWHENTABLEISREADYBEREALISTICWHENINFORMINGTHEMABOUTWAITINGTIMEKNOWEXACTLYWHERETHENEXTGUESTSAREGOINGTOBESEATEDONEGREETINGHOST/ESSINTHISSITUATIONISENOUGHATTHEDOORTHEOTHERSCANSTHEDININGROOMTOLOOKFORPOTENTIALACCOMMODATIONS7SEATINGGUESTSALWAYSWALKINFRONTATTHESAMESPEEDASGUESTSAPPORTIONANDROTATETHEGUESTSAMONGSTATIONSTODISTRIBUTETHESERVERSWORKLOADEVENLYCHECKCHAIRSANDTABLESETUPSASYOUARETHELASTWHOCANCORRECTSOMETHINGTHATISWRONGBEFORETHEGUESTNOTICESITWHENYOUREACHTHETABLE,PULLOUTAHEADCHAIR,AND,IFTIMEALLOWS,CONTINUEPULLINGCHAIRS,PARTICULARLYFORWOMENANDCHILDRENMAKESUREGUESTSARECOMFORTABLEIFBIGSIZEDSEATTHEMONTHEBOOTHS,IFBUFFETISINOPERATION,SEATPEOPLEAWAYFROMNOISE,KITCHEN,BRINGHIGHCHAIRSFORCHILDREN,IFDESIREDPRESENTANOPENMENUTOEACHGUESTWISHTHEMANENJOYABLEMEALIFGUESTASKSYOUFORSOMETHINGDRINKS,ETC,MAKESURETOTELLSERVERKEEPINYOURMINDTHEGOALISTOPLEASETHEGUESTGUESTSDININGALONEPREFERSIDETABLESCOUPLESLIKEPRIVACYILL,ELDERLYPEOPLEAPPRECIATEBEINGNEARANENTRANCEANDRESTROOMSPARENTSWITHCHILDRENPREFERBEINGINLESSBUSYAREAS8ANSWERINGTHEPHONEANSWERPROMPTLY,AFTERMAXIMUMOF3RINGSSTANDARDGREETING,“GOODTIMEOFDAY”ASKHOWYOUCANHELPWRITEDOWNANYMESSAGESANDREADBACKTOMAKESURETHEYARECORRECTTHANKTHEPERSONFORCALLING9MENUCLASSTASTEPANELSHOSTESSWITHMANAGERSARERESPONSIBLEFORCONDUCTINGTHEMENUCLASSBEFOREEACHMEALMENUCLASSSHOULDBE“SSS,”SHORT,SIMPLE,SERIOUSISACOMMUNICATIONTOOLABOUTMENU,CURRENTHOTELEVENTS,CLEARUPDISCREPANCIESONACONTINUALBASISONGOINGTRAININGABOUTSERVICE,FOODANDBEVERAGEMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG6HOSTESSINGTRAININGTOPICSCONTINUED10CONTROLLINGCHECKSHOSTESSRESPONSIBLETOBRING,ISSUEANDRETURNCHECKSCHECKSSHOULDBERECORDEDACCURATELYWITHNUMBEROFGUESTSANDSERVERNUMBERSCOVERCOUNTSSHOULDBEDONESINCETHEYAREVERYIMPORTANTTOSTUDYANDKNOWTHEBUSINESSFLOWINTHERESTAURANT11SAYINGGOODBYEALWAYSGREETANDTHANKTHEGUESTSFORCOMINGWHENTHEYLEAVEIFPOSSIBLE,TAKETHISLASTCHANCETOASKTHEGUESTABOUTDININGEXPERIENCELISTENNOTIFYTHEMANAGERABOUTANYCOMPLAINTIFGUESTPRAISEDTHEKITCHENORSERVER,MAKESUREYOUTAKESOMETIMETOTELLTHEPERSONTHEPOSITIVECOMMENTSMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG7MARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG8HOSPITALITYDOYOUORDONTYOU1WHENAGUESTCOMESTOTHEENTRANCEOFYOURDININGROOM,DOYOUACKNOWLEDGEHISORHERPRESENCEIMMEDIATELYWITHASMILE,ORBYMOVINGFORWARDTOGREETTHEMORDOYOUCONTINUEWHATYOUWEREDOINGANDWAITFORTHEMTOCOMETOYOUDOYOUMAKETHEMWAITUNTILYOUAREREADYTOGREETTHEM2WHENSEATINGAGUEST,DOYOUMATCHYOURWALKTOTHEIRSDOYOUSLOWDOWNFORILL,LAME,OLDERGUESTSANDGUESTSWITHCHILDRENORDOYOUFINDATABLEANDWAVETOTHOSEGUESTSLEFTBEHIND3WHENSEATING,DOYOUALWAYSCHECKTHETABLEFORCORRECTSETUPANDCHECKBOTHSEATSANDFLOORSFORCLEANLINESSORDOYOUEXPECTTHEGUESTSNOTTONOTICEORWAITFORSOMEONEELSETOCHECK4DOYOURETURNTOGUESTSATLEASTONCEDURINGTHEMEALPERIOD,EITHERTOCHECKBYLOOKINGASTOTHEFOODANDSERVICE,ORBYASKINGWHETHEREVERYTHINGISSATISFACTORYWAITINGTOASKUNTILTHEGUESTLEAVESISBETTERTHANNOTHING,BUT,GENERALLY,TOLATETOSOLVEANYCOMPLAINTSWHICHHAPPENDURINGTHEMEALPERIOD5DOYOUGREETREGULARGUESTSBYNAMEDOYOUMAKEAREALEFFORTTOLEARNTHEIRNAMES6DOYOUINVOLVEYOURSELFINDIFFICULTSITUATIONSORDOYOUSHYAWAYPROBLEMSDONTDISAPPEARJUSTBECAUSEYOUMIGHTAND,YOURASSOCIATESWILLSOONSTOPREPORTINGPROBLEMAREASTOYOUIFYOUDEVELOPAREPUTATIONFORAVOIDINGDIFFICULTIESREMEMBER,EACHEXPERIENCEHELPSYOUGROWTHENEXTONEWILLBEEASIER7DOYOUCONSTANTLYSTRIVEFORTEAMWORKINYOURDININGROOMBYYOUREXAMPLEOFHELPINGOTHERSANDEXPECTINGTHESAMEFROMALLPERSONNEL8DOYOUMAKEASPECIALEFFORTTOACCOMMODATESPECIALREQUESTSBYYOURGUESTS,EVENIFITISDIFFICULTTODOSOORDOYOULETTHEMKNOW,BYYOURFACIALEXPRESSIONORSIGH,THAT“THEYSHOULDBEGRATEFULTOMEFORALLTHISTROUBLE”DONTDETRACTFROMYOUREFFORTSBYBEINGUNGRACIOUS9DOYOUORDONTYOUWHATOTHEREXAMPLESCANYOUCITEWHICHMAKETHEDIFFERENCEBETWEENATRULYHOSPITABLEDININGROOMANDJUSTAPLACETOEATMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG9MARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG10GREETINGANDSEATINGGUESTSOBJECTIVE1IDENTIFY“HOSPITALITYOPPORTUNITIES“INDAILYWORK2DEMONSTRATEUNDERSTANDINGOFHOWTOEFFECTIVELYMAKETHEMOSTOF“HOSPITALITYOPPORTUNITIES“3IDENTIFYKEYPOINTSINCOMMUNICATINGWITHGUESTS4EXPLAINPROCEDURESFORGREETINGANDSEATINGGUESTS5DEMONSTRATEUNDERSTANDINGOFOURBASICPHILOSOPHYOFSEATINGFORMATADISCUSSIONOF“HOSPITALITYDOYOUORDONTYOU“READTOPICS19,STOPAFTEREACHTOPICTORECAPREENFORCEANDGAININPUT1GREETINGANDAPPROACHINGGUESTBEFOREHE/SHEAPPROACHESYOUIMPORTANTBECAUSEAGREETERSSUPERVISOR/MANAGERRESPONSIBILITYTOMAKEGUESTFEELATHOMEBGUESTMAYBESHY,UNCERTAIN,UNFAMILIARWITHOUTLETSCGREETERSUPERVISOR/MANAGERCANMAKETHEDIFFERENCEWHETHERSOMEGUESTSENTERADININGROOMATALLDGUESTMAYNEEDASMILEORAFEWKINDWORDSTOCONVINCETHEMTHATTHISISWHEREHE/SHEWOULDLIKETOEAT2MATCHINGWALKTOTHATOFGUESTSIMPORTANTBECAUSEAGUESTMAYNOTBEPAYINGCLOSEATTENTIONANDMAYLOSESIGHTOFYOUBGUESTMAYBEACTUALLYENGAGEDINCONVERSATIONWITHFRIENDSANDMAYNOTBEWATCHINGWHEREYOUGOCGUESTMAYHAVEBEENHELDOFFBYTRAFFICINDININGROOMDITISIMPOLITETOHAVETOWAVEATGUESTTOSHOWWHERETHETABLEISMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG11GREETINGANDSEATINGGUESTSCONTINUED3CHECKINGTABLESETUP,SEATSANDFLOORFORCLEANLINESSIMPORTANTBECAUSEASERVERSMAYNOTBEAWAREBEFORESERVICEOFANITEMANDTHENHAVETOKEEPAGUESTWAITINGWHILETHEYMAKEASPECIALTRIPBOVERALLAPPEARANCEOFACOMPLETESETUPANDCLEANTABLE,ETCAREMOREINKEEPINGWITHTHEMARRIOTTSTANDARDSCITUSUALLYIMPRESSESTHEGUESTTHATYOUARECONCERNEDABOUTHISNEEDSANDKNOWWHATYOUAREDOINGDCHECKINGCLEANLINESSOFTABLESANDCHAIRSSAVESANYUNNECESSARYCOMPANYEXPENSEFORGUEST,DRYCLEANINGORCLOTHINGREPLACEMENT4RETURNINGTOGUESTDURINGMEALPERIODTOCHECKONFOODANDBEVERAGESERVICEIMPORTANTBECAUSEAIFTHEREISAPROBLEMORANEED,YOUCANATTENDTOITBEFORETHEGUESTLEAVES,THEREBYINSURINGHISSATISFACTIONBGUESTLIKESTOKNOWSOMEONECARESABOUTHISMEALENJOYMENTEVENIFEVERYTHINGISALRIGHTCADDSTOOVERALLSERVICEANDREFLECTSWELLONTHEDININGROOMANDSTAFF5GREETINGREGULARGUESTSBYNAMEANDLEARNINGTHEIRNAMESIMPORTANTBECAUSEAESTABLISHESGOODRAPPORTBMAKESGUESTFEELSPECIALORPOPULAROBVIOUSLY,GUESTENJOYSYOURDININGROOMANDTHISADDSTOHISENJOYMENTCHELPSTOLEARNBECAUSEYOUCANMATCHGUESTSNAMEWITHANYSPECIALPREFERENCESYOUKNOWTHEGUESTENJOYS,EG,ACERTAINSERVER,CERTAINTABLE,COFFEERIGHTAWAY,ETC6ADDRESSINGYOURSELFTODIFFICULTSITUATIONSIMPORTANTBECAUSEAYOUAREREPRESENTATIVEOFTHEDININGROOMANDSHOULDEXHIBITLEADERSHIPQUALITIESTOGUESTSANDOTHERASSOCIATES7STRIVINGFORTEAMWORKBYYOUREXAMPLEIMPORTANTBECAUSEATEAMWORKISESSENTIALFOROVERALLSUCCESSOFDININGROOMOPERATION8ACCOMMODATINGSPECIALREQUESTSPLEASANTLYIMPORTANTBECAUSEAYOURATTITUDE,FACIALEXPRESSIONSANDTONEOFVOICEREFLECTONTHEROOMANDMAYMEANTHEDIFFERENCEWHETHERGUESTSRETURNORNOT9EXAMPLESWHICHMAKEDIFFERENCEBETWEENATRULYHOSPITABLEDININGROOMANDJUSTAPLACETOEATMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG12GREETINGANDSEATINGGUESTSCONTINUEDBCOMMUNICATIONWITHGUESTS1WHATISTHEMOSTIMPORTANTPARTOFSEATER/GREETER1PLEASINGTHEGUESTS2TOBESUCCESSFULATHANDLINGTHEPUBLIC,WHATARETHENECESSARYREQUIREMENTS1TRUEWARMFEELINGANDLIKINGOFPEOPLE3WHATARESOMEDANGERSIGNALSINYOURGUESTRELATIONWORKORACTIONS,WORDSOREXPRESSIONSWHICHCONVEYANEGATIVEATTITUDETOWARDSGUESTSAFAILURETOSMILEATGUESTSBSMILING,BUTWITHOUTFEELINGCSAYINGNOMORETOGUESTSTHANISABSOLUTELYNECESSARYDFINDINGYOURSELFCONTINUALLYANNOYEDBYGUESTSANDTHEIRBEHAVIOREGETTINGTHEFEELINGTHATGUESTSAREMOREOFANINTERRUPTIONTOYOURWORK,RATHERTHANTHEPURPOSEOFITFFEELINGANNOYEDABOUTCOMPLAINTS,INCLUDINGATENDENCYTOALWAYSDEFENDASSOCIATESANDCRITICIZEGUESTSGCATCHINGYOURSELFGLARING,SIGHINGORLOOKINGDISGUSTEDLYATGUESTSWHOGETINYOURWAY,TAKESEATSTHEMSELVES,ASKFORANOTHERTABLE,ASKFORSPECIALHELP,ETCHFEELINGANGRYORSPITEFULTOWARDSGUESTSWHOWONTDOASTHEYARETOLD4WHATARESOMEOFTHEATTITUDESTHATAHOSTESSSHOULDHAVEACHEERFULDISPOSITIONBPLEASANTPERSONALITYCWARMSMILEDWILLINGNESSTOGOTOEXTRATROUBLETOBESURETHATGUESTSARECOMFORTABLEANDWELLSATISFIED5DISCUSSIONOFGREETINGANDSEATINGTECHNIQUEAWHATARESOMEOFTHEPROCEDURESYOUUSEINTHEOUTLETSTOSEATGUEST1STANDARDGREETINGANDWELCOME2MANAGINGTHETRAFFICENTERINGTHEDOORGOODPROCEDURESORGANIZATION3GREETERANDSEATERFUNCTIONTEAMWORKSIGNALS4PRIMEIMPORTANCEOFCOVERAGEATTHEDOORALWAYSSOMEONETOGREETAPPROACHINGANDDEPARTINGGUESTS5RECOMMENDINGOTHERRESTAURANTSIFTHEREISALONGWAITORMETHODSFORRECOMMENDINGOTHEROPTIONS6GETTINGTHECORRECTINFORMATION7DIRECTINGGUESTSTOTABLESHOWDONE8TAKINGGUESTSINTURNANDWHENTOMAKEEXCEPTIONSMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG13GREETINGANDSEATINGGUESTSCONTINUED6DISCUSSIONOFGENERALPHILOSOPHYOFSEATINGAWHATARESOMEGENERALPOINTSTOREMEMBERWHENSEATINGADININGROOM1KNOWEXACTLYWHEREYOUAREGOINGTOSEATGUESTSBEONETABLEAHEAD2SECTIONSFARTHESTFROMTHEENTRANCESHOULDBEOCCUPIEDFIRST3APPORTIONGUESTSAMONGSTATIONSTOEVENLYDISTRIBUTEWORKLOAD4NEVEROVERSEATADININGROOM5OPENSTATIONSOUTOFGUESTSVIEW6GENERALPREFERENCECALLSFORSINGLETONSSIDETABLECOUPLESPRIVACYLAME/ELDERLYNEARENTRANCEPARENTSWITHSMALLCHILDRENAQUIETAREA7TRYNOTTOSEATANYONEFACINGAWALL,BUTIFNECESSARY,NOTAWOMAN8SUGGESTMOREAPPROPRIATESEATS,IFYOUKNOWAGUESTISSITTINGINDIRECTTRAFFIC7IMPORTANTFACTORSTOREMEMBERAGUESTSATISFACTIONISFOREMOSTBBOISTEROUSGUESTSMAYUPSETOTHERGUESTSTHEYMUSTBEDEALTWITHASQUICKLYASPOSSIBLEINORDERTOMINIMIZETHEEFFECTCRESERVATIONSARESEATEDBEFOREWALKINSDARINGINGTELEPHONECANANNOYMANYGUESTS,SOITSHOULDBEANSWEREDCANBEPLACEDONHOLDESTAYCALMENJOYYOURWORKMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG14SAMPLESCRIPTGUESTAPPROACHESTHERESTAURANTASSOCIATEGOODMORNING,SIR,HOWAREYOUTODAYGUESTIMFINE,THANKYOUASSOCIATETHATSNICETOHEARHOWMANYARETHEREINYOURPARTYTODAYGUESTJUSTTWO,PLEASEASSOCIATEWOULDYOULIKEASMOKINGORNONSMOKINGSECTIONGUESTNONSMOKING,PLEASEASSOCIATETHANKYOU,SIRIFYOUWOULDLIKETOFOLLOWME,ILLSHOWYOUTOYOURTABLEGUESTCERTAINLYASSOCIATEISTHISYOURFIRSTTIMEHEREINTHISRESTAURANTGUESTYESITISASSOCIATELETMEJUSTMENTIONTHATWEHAVEANEXCELLENTBUFFETWHICHISVERYPOPULARWITHOURGUESTS,OR,OFCOURSE,YOUCANCHOOSEFROMOURMENUEVERYTHINGISVERYGOODGUESTGREAT,THANKYOUASSOCIATEYOUREWELCOMESIR,SEATINGBOTHGUESTSHEREISOURMENUFORYOUTOTAKEALOOKATYOURSERVERTODAYISJORGEANDHEWILLBERIGHTWITHYOUGUESTTHANKYOUVERYMUCHASSOCIATETHANKYOUTOO,ANDIHOPEYOUENJOYYOURMEALWITHUSMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG15MARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG16TOOBUSYTOHELPAGUESTINPRESENTINGAPROFESSIONALANDACCOMMODATINGAPPEARANCE,ITISVITALTHAT,ASEACHGUESTWALKSTOWARDSYOU,HEORSHEISGREETEDIMMEDIATELYPOINTSTOREMEMBER1GREETTHEGUESTSASTHEYAPPROACHYOU,NOTAFTERTHEYHAVEREACHEDYOU2KEEPYOURHEADHIGHWITHYOUREYESSCANNINGTHEAREA3BEALERTTOALLGUESTSAPPROACHINGYOUSMILE4NEVERLETTHEGUESTSEETHETOPOFYOURHEAD5DONOTIGNORETHEGUESTNOTHINGISMOREFRUSTRATINGSOMETIMESYOUMAYFINDYOURSELFINTHEMIDSTOFAPROJECTORFINISHINGUPATASKWHENAGUESTAPPROACHESQUICKLYACKNOWLEDGEANYANDALLGUESTSTHATAPPROACHYOUITISCOMMONCOURTESYTOGREETTHEGUESTSUPONTHEIRARRIVAL“GOODMORNING,ILLBEWITHYOUINAMOMENT“ORCALLANOTHERASSOCIATEWHOISNOTBUSYBYSAYING,“VILMA,COULDYOUHELPTHISGENTLEMEN,PLEASE“PLEASEDONOTIGNORETHEGUESTAGUESTISNOTANINTERRUPTIONOFYOURWORK,HEORSHEISTHEPURPOSEOFITMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG17MARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG18GREETER/SEATERSTANDARDSOFSERVICEFOLLOWTHESESTANDARDSOFGREETER,SEATERANDHOST/ESSSERVICEFORMAXIMUMEFFICIENCYANDEXCELLENTGUESTSATISFACTIONBENEFITS1EFFICIENTFLOWOFSERVICETOCUSTOMERS2SATISFIEDCUSTOMERS/REPEATBUSINESS3QUICK,EVENTURNOVEROFTABLESFORSERVERS4HIGHASSOCIATEMORALE5MAXIMIZEDSEATINGFORBESTPRODUCTIVITY1ANSWERINGTHETELEPHONEANDRECORDINGRESERVATIONSATHEGREETER/SEATERISRESPONSIBLEFORANSWERINGTHEPHONEATTHERESTAURANTENTRANCETHEPHONESHOULDBEANSWEREDPROMPTLYNEVERMORETHAN3RINGSIFNECESSARY,ANSWER“GOODTIMEOFDAY,NAMEOFOUTLET,_SPEAKING,WILLYOUHOLDPLEASE“BCONVERSATIONSHOULDBEPROFESSIONALLYHANDLEDATALLTIMES,WITHALLCALLERSCWRITEDOWNANYMESSAGESANDREADBACKTOMAKESURETHEYARECORRECTKEEPMESSAGEPADSAVAILABLEATDESKSOTHATMESSAGESCANBETAKENQUICKLYANDEFFICIENTLYDELIVERATEARLIESTCONVENIENCEDENDCALLSWITHA“THANKYOU“ANDACOURTEOUS“GOODBYE“EPERSONALPHONECALLSFORANYASSOCIATESARENOTPERMISSIBLEATTHERESTAURANTENTRANCE6ALLRESERVATIONSMUSTBERECORDEDINTHERESERVATIONBOOKASKFORTHEFOLLOWINGINFORMATION1THEDATEFORWHICHTHERESERVATIONWILLBEMADE2THETIMEFORWHICHTHERESERVATIONWILLBEMADE,ASMUCHASPOSSIBLE,TRYTOKEEPONTHEHOURAND/ORHALFHOUR3THENUMBEROFTOTALGUESTSINTHEPARTY4THEGUESTSLASTNAMEPUT“MS”OR“MRS”BYANYFEMALEGUEST5ROOMNUMBERORPHONENUMBERSHOULDBETAKENFORALLPARTIESINORDERTOCONFIRM,IFNECESSARY6THECUSTOMERSHOULDBEASKEDIFTHEREISASMOKINGPREFERENCE7NOTEANYSPECIALREQUESTEG,BIRTHDAYCAKES,BOOTH,HIGHCHAIR,QUIETTABLE,WINDOWSEATPREFERRED8HOST/ESSTAKINGRESERVATIONSHOULDRECORDHIS/HERINITIALSNEXTTOCUSTOMERSNAME,FORREFERENCEPURPOSES9ALWAYSREPEATBACKRECORDEDINFORMATIONTOAVOIDMISTAKESGLARGEPARTIESOF_FILLINORMORESHOULDBEREFERREDTOTHERESTAURANTMANAGERORSUPERVISORMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG19GREETER/SEATERSTANDARDSOFSERVICECONTINUEDHBESURETHEKITCHENISINFORMEDOFANYLARGERESERVATIONSFORTHATDAY,PRIORTOTHEMEALPERIODIIFCUSTOMERSCALLTOASKIFRESERVATIONSARENECESSARY,ENCOURAGETAKINGTHEIRRESERVATIONREGARDLESSOFBUSINESSLEVELSTOENSURESEATINGTHISALSOHELPSTOENSURETHERESTAURANTTHATTHESEPEOPLEWILLBEDININGHERE2GREETINGCUSTOMERSAALLCUSTOMERSSHOULDBEGREETEDWITHASMILEANDAFRIENDLYATTITUDEWHICHSAYS“IMGLADYOUCAME“OR“YOUAREWELCOME“BIFITISNOTOBVIOUS,ASK“HOWMANYINYOURPARTY,PLEASE“CTHEREISNONEEDTOASK“MAYIHELPYOU“THECUSTOMERWOULDNOTBESTANDINGATTHEENTRANCETOTHERESTAURANTIFHE/SHEDIDNOTWANTTOBEHELPEDDIFAWAITINGLISTISNECESSARY,ASKTHECUSTOMERSNAMEWRITENAMEANDNUMBERINPARTYANDANYPREFERENCEINDICATEDASTOTABLETYPE,LOCATION,ETCALWAYSADDRESSCUSTOMERSBYNAME,USINGMR,MRS,MS,ETCANDTHEAPPROPRIATELASTNAMEEWHENESTABLISHINGAWAITINGLIST,GIVETHEGUESTANESTIMATEDSEATINGTIMEANDWRITETHISONTHEWAITINGLISTSETSEATINGGOALSFORYOURSELFANDSEATALLGUESTSBYTHEESTIMATEDTIMEFWEARAWATCHGGREETALLCUSTOMERSINLINE,EVENIFYOUCANNOTSEATTHEMIMMEDIATELYIFONEGUESTHASGIVENYOUHIS/HERNAMEFORTHEWAITINGLIST,REFERTHEMTOANAPPROPRIATEWAITINGAREA,EG,THEBAR,ASEATINGAREA,ETC,ANDTHENGREETTHENEXTPERSONWAITINGHNEVERLEAVETHEHOSTDESKWITHOUTATLEASTAMINIMUMACKNOWLEDGMENTOFALLGUESTSINLINE“ILLBERIGHTWITHYOU“1SAYING“GOODBYE“ISJUSTASIMPORTANTASSAYING“HELLO“TOACUSTOMERASKEVERYONELEAVINGTHERESTAURANTIFHEORSHEENJOYEDTHEIRDINNERFEEDBACKMUSTBEGIVENTOTHEMANAGERORSUPERVISORSOTHATAPPROPRIATEACTIONCANBETAKENNEVERLETACUSTOMERLEAVEDISSATISFIED3SEATINGCUSTOMERSATHESEATERSHOULDMAINTAINASEATINGFLOWCHARTTOTRACKTHEDISTRIBUTIONOFCUSTOMERSBWHENSEATINGCUSTOMERS,THESEATERSHOULDAVOIDWALKINGTOORAPIDLY,SHOULDPULLOUTCHAIRS,PRESENTMENUSANDSTAYATTHETABLEUNTILALLCUSTOMERSARESEATEDCCUSTOMERSSHOULDNEVERBESEATEDATADIRTYTABLEORONET
温馨提示
- 1. 本站所有资源如无特殊说明,都需要本地电脑安装OFFICE2007和PDF阅读器。图纸软件为CAD,CAXA,PROE,UG,SolidWorks等.压缩文件请下载最新的WinRAR软件解压。
- 2. 本站的文档不包含任何第三方提供的附件图纸等,如果需要附件,请联系上传者。文件的所有权益归上传用户所有。
- 3. 本站RAR压缩包中若带图纸,网页内容里面会有图纸预览,若没有图纸预览就没有图纸。
- 4. 未经权益所有人同意不得将文件中的内容挪作商业或盈利用途。
- 5. 人人文库网仅提供信息存储空间,仅对用户上传内容的表现方式做保护处理,对用户上传分享的文档内容本身不做任何修改或编辑,并不能对任何下载内容负责。
- 6. 下载文件中如有侵权或不适当内容,请与我们联系,我们立即纠正。
- 7. 本站不保证下载资源的准确性、安全性和完整性, 同时也不承担用户因使用这些下载资源对自己和他人造成任何形式的伤害或损失。
最新文档
- 2023隐私计算合规白皮书
- 2022年天津美术学院招聘硕士工作人员考试试卷及答案解析
- 鄂尔多斯乌审旗年度人才招聘笔试真题2023
- 2022年吉林省教育学院招聘工作人员考试试卷及答案解析
- 押车借款申请
- 2023年济南市大数据局所属单位引进急需紧缺专业人才考试真题及答案
- 2023年福建省烟草专卖局(公司)管理岗位招聘考试真题及答案
- 英语教师个人工作总结范文六篇
- 2024届辽宁百校联合中考模拟语文试题及答案
- 药物疗法与过敏试验法
- 婚庆酒店营建项目计划书
- 2024年甘肃国家公务员申论考试真题及答案-地市卷
- 《我就是女生》PPT班会课件
- 2024年高性能特种合金材料行业市场研究报告
- 禅修旅游项目可行性研究报告
- 氯化钾口服溶液-药品临床应用解读
- 智能制造成本效益分析
- 《法律的解释》课件
- 我国住房抵押贷款证券化市场问题研究-基于运作流程的视角的中期报告
- 劳务派遣劳务外包服务方案(技术方案)
- 如何当好护理实习生带教老师课件
评论
0/150
提交评论