reservation(房间预订).ppt

reservation,Annie,,Company Logo,Main Contents,Ten Basic Rules of Restaurant Service,Homeworks,Chose the Better Expressions,Reservation,Listen and Fill out the Reservation Form,Common Senses,Necessities of Study F&B Industry,Common Expressions,,Company Logo,Discussion,1.What are the very necessary needs for man?,,Company Logo,the essential needs of our human being,Food is the God of civilians.,,Company Logo,Discussion,What are the basic rules for restaurant service and why?,-All comers are guests.,,Company Logo,Ten Basic Ruels for Restaurant Services,No.1: Industry No.2:Courtesy No.3:Patience(I dont know./Pardon!/Excuse Me!) No.4:carefulness No.5:Concentration No.6:Smile No.7:Intelligence No.8:Hospitality No.9:Consideration No.10:Dignity,,Company Logo,Chose the Better Expressions for Restaurant Service,Whats your name? / May I have your name. I dont know. / Pardon me?/Just a moment, please. Do you want some tea? / Could you like some tea? Over here, please. / Could you come this way please? OK, Sure, Yeah,/ Certainly, Sir. Hey, uh-huh,Hang on /Just a moment, please. Ill check that for you. Hang on/hold a moment, please. How many people do you have?/How many people are there in your party? The table is reserved for 30minutes./Please be aware the reservation will be kept for 30 minutes after the reserved time.,,Company Logo,smile,,Company Logo,Eye Contacts,,Company Logo,Common Expressions,Addressing *Mrs., Ms, Miss, Mr, Madam,Sir Greeting Welcoming Welcome to the Winter Flower/our restaurant. Asking/Inquiring *Your initials, please? May I take you order now? *May I have your signature here,sir? May I be of your service,madam? May I recommend our to you,sir? Expressing Wishes,,Company Logo,,Company Logo,Reservation,1.The Forms of Reservation Simple Reservation Banquet Reservation Group reservation 2.The Ways of Reservation Telephone Spot/Talk Mail Fax Telex 3.What are the steps of telephone reservation? Guests: Reservation Clerk:,,Company Logo,The Procedures of Reservation (Guests),,Company Logo,Restaurant,1,2,3,4,Accept the Reservation,Fill out the Reservation Form,Send the Reservation Form to the Related Departments,Follow the Reservation /Reconfirmation,Decline the Reservation,,Company Logo,Record of Reservation,1.Guests Information Name/Telephone Number/Address/Number of Guests/ Sit-down Time 2.Guests Requirement Table/Private Room/Price/Special Requirements 3.Restaurants Policy Discount/payment/Cut-off Time/Reservation/Amendments/ Cancellation Policy,,Company Logo,Listen to the reservation and fill out the reservation form（预订服务）.mp3,Reservation Form,,Company Logo,Useful Expressions on Telephone Reservation,1.Greeting We are expecting you./We look forward to welcoming you./We look forward to having you with. 2.Asking Guests Information For how many persons, please?/How many people are there in your party?/How many of you may we expect in your party? At what time can we expect you?/When would you like to take the table?/When can we expect you to come, sir? Could you wait a minute, please? Ill check the availability. Would you like to make a guaranteed reservation by credit card? Is there any minimum charge for my table?,,Company Logo,3.Introducing restaurants policies,We are open round the clock. We are open 24 hours. Our restaurant opens at 6:00 in the morning, and closes at 12:00 in the evening. Please be aware the reservation will be kept for 30 minutes after the reserved time. That means that you ordered a table for 6:30, and we will hold the table till 7:00 p.m Since we have a long waiting list, we would appreciate receiving your call if you are unable to come. All liquors brought in will be subject to a 20% service charge based on the market price of the liquor.,,Company Logo,Declining the Reservation,Im sorry, our restaurant is fully booked at that time. Would you mind changing your time? Tables will be available at 7:00 p.m Im afraid the tables by the windows are fully reserved. I cant guarantee you a table now. But well try our best. Sorry, we do not have reservation service today, because we have a banquet service tonight.,,Company Logo,Confirming Reservation,I would like to confirm my reservation for tomor