用餐的经验过程-早餐自助餐.ppt

用餐的经验过程 - 早餐自助餐 DINING EXPERIENCE BREAKFAST 第一印象 至 最后印象 THE FIRST IMPRESSION & THE LAST IMPRESSION,Dining Experience - Breakfast,问候客人 Greeting guests,15和5规则 15 & 5 rule 在客人距离15米时就以眼睛注视客人并微笑致意，到客人距离5米时双目注客人微笑问候. make eye contact and smile to a guest at 15 feet and greet a guest at 5 feet with smile and maintain eye contact 协助客人存放衣物 Assistance will be offered with coats and bags.,Dining Experience - Breakfast,1) 问客人房间号码时说：“请问一下您的房间号码?” 1) Ask the guests room number by say “May I ask your room number please?” 2) 检查入住包价里是否包含早餐 2) Check for Breakfast is included or not on the rooming list. 3) 问客人多少位，“某某（客人名字）先生或女士，请问您们多少位？”或“某某（客人字 先生或女士，请问您需要多少位的桌子1, 2, 3,4位” 3) Ask the guest, “For how many persons, sir/madam, or Title (Guests name)”? Or “Would you like a table for 1, 2, 3, or 4 persons sir/madam or Proper Title (Guests name)”? 4) 提供给客人吸烟区或非吸烟区的选择时说：“某某（客人名字）先生或女士，您需要在 烟区还是非吸烟区？”领位观察非吸烟区的入坐情况并建议给客人位置. 4) Offer guest for smoking or non-smoking table. By saying “Would you like a table in the smoking or non-smoking section, Sir/Madam/Guests name?“ Hostess to observe occupancy of non-smoking section, and tables available. 5) 如果需要等候，一定要告知客人等候的时间 5) If waiting time exists, hostess must inform the guest of the approximate waiting time.,问客人房间编号 Ask Guests Room Number,Dining Experience - Breakfast,为客人带位 Escort guest to the table,1) 为客人带位时，你说：“这边请”或“请跟我来”用眼睛注视客人面带微笑用手指出方向 1) Request guest to follow you, by saying, “This way please“ with smile and eyes contact; and indicate the direction with your hand. 2) 行走在客人之前 2) Lead the way by walking in front of the guests. 3) 行走速度不要太快或太慢/与客人保持一致 3) Walking not too fast or too slow/walk same pace as guest. 4) 距离不超过一米 4) Distance no more than one meter. 5) 确定客人正在跟随 5) Ensure guests are following.,Dining Experience - Breakfast,客人入座 Seating the guests,1) 把客人带去确定摆好的台. 1) Ensure guest is lead to a clean and set table. 2) 向外拉开椅子，使客人有充足的空间进入，女士优先，说：“请坐某某（客人名字）先生或女士”.当客人坐的时候，将椅子小心的随客人动作向前移进，直到客人找到舒适的位置坐下。 2) Pull the chair out away from the guests position, just enough space for guest to enter, always ladies first. Saying “Have a seat Sir/Madam/Guests name”.As the guest attempts to sit, the chair must be swivelled back into position using both hands until the guest finds a position of comfort. 3) 询问咖啡或茶 3) Would you like Coffee or Tea？ 4) 如果婴儿或儿童进入餐厅一定要提供婴儿椅，必须立刻取来放置在桌边 4) Baby chair must be offered if an infant or kid is in the restaurant, if required bring to table immediately.,Dining Experience - Breakfast,邀请客人挑选自助餐 Invites guest to take buffet,1) 服务员邀请客人取餐时说：“打扰了，某某（客人名字）先生或女士，当 您准备好就可以去选择食品了。” 1) Hostess/Server invites guests to Buffet, by saying “Excuse me,Sir/Madam/Guests name, please help yourself to the Buffet when you are ready” 2) 手势，在讲话结束时向自助餐伸出手臂，让客人的注意力集中到自助餐台。 2) Gesture, with arm towards Buffet, at the end of statement or direct guests to the buffet counter. 3) 离开桌边前，留下一个温暖的微笑 3) With a warm smile, leave the tableside.,Dining Experience - Breakfast,照看桌子 Detail on table,1) 所有的清洁工作，收取餐具都用托盘 All clearing is done to a tray to pick up equipment. 2) 当观察到客人的刀和叉平行的时候清除盘子，即使客人仍在，要说：“打扰了， 某（客人名字）先生或女士，我可以收走盘子吗？” 2) Clear the plates by observing, even when the other guests are eating, by saying “Excuse me, Sir/Madam/Guests name. May I remove your plate?“ 3) 在客人面前不要打击或者刮碟子 3) Never hit or scrape the plate in front of guest. Clear breakfast plates, B/B plates and Juice glass, Coffee cup/Tea cup must remain until the guests leave. 4) 随时检查烟灰缸如果有两个以上（包含两个）烟头随时更换。 4) Change the ashtray whenever contain two cigarette butts maximum or check every minute if at least two cigarette butt.,Dining Experience - Breakfast,关注客人是否满意 Check Guest Satisfaction,1) 客人用餐结束两分钟后接近客人，用眼睛注视客人微笑问：“打扰了 某某（客人名字）先生或女士，您对早餐还满意吗？” 1) Manager/Supervisor/Captain to approach the guests table five minutes after guests have Been eating, and saying “Excuse me, Sir/Madam/Guests name, how is your Breakfast?” With eye contact and smile. 2) 注意听客人答复，如果答案肯定，说：“谢谢您，某某（客人名字） 生或女士。”如果客人感觉不满，一定要及时追踪在权限之内尽量满足 客人使客人满意。同时，告知经理客人问题和采取的行动。 2) Listen to the guests reply attentively, if the guest is satisfied, say “Thank you Sir/Madam/Guests name“. If the guest is dissatisfied, must follow up with the guest on what is the area that the guest is dissatisfied and action must be taken immediately, you are empowered to do whatever is necessary to satisfy the guests. Also, notify the problem to DOFB and what action was taken. 3) 问客人是否需要其它事物时说：“您需要其它什么吗？某某（客人 字）先生或女士。” 3) Ask the guest if anything else is needed by saying, “Would you like anything else Sir/Madam/Guests name?“ 4) 离开桌边前谢谢客人。 4) Thank the guest and leave the tableside.,Dining Experience - Breakfast,客人离开 Guest leave,1) 观察客人的肢体语言，看是否准备好离开 1) Observe guests body language whether it looks like guest is ready to leave. 2) 接近客人的桌子用两只手慢慢向后拉开椅子 2) Approach guests table and assist guests by pulling chairs out, slowly using two hands. 3) 感谢客人光临咖啡厅，说：“非常感谢您，某某（客人名字）先生 女士，希望您度过美好的一天。” 3) Thank the guest for patronizing Atrium Cafe, by maintaining eye contact and say “Thank you very much, Sir/Madam/Guests name, have a nice day” with a smile. 4) 客人离开后服务结束立刻重新摆台 4) Server will then clear and re-set the table as soon as the guests have left.,Dining Experience - Breakfast,对离开的客人道别 Bid Farewell upon guest leaving,1) 部门经理/主管/领位在餐厅入口处向客人道别。 1) Outlet Manager/Supervisor/Hostess must be at the entrance of restaurant to bid guests farewell. 2) 说：“非常感谢您，某某（客人名字）先生或女士， 望您度过美好的一天。”用眼睛注视客人，微笑。 2) Say, “Thank you very much; we are looking forward to see you again. Have a nice day” Make eye contact, smile.,Dining Experience - Breakfast,总结 WRAP UP,1) 问候客人 Greeting guests,2) 问客人房间号 Ask Guests Room Number,3) 为客人带位 Es