Coffee shop training manual.doc

RESTAURANTS & BARS COFFEE SHOPTRAINING MANUALINDEX1. F & B RULE & REGULATIONS 餐饮部管理规章制度2. FF&E OF F&BFixture 固定物 Furniture 家具 Equipment 设备、器材 Hollowware 凹凸物品 Flatware 平的物品 Western Chinaware Chinese Chinaware 3. FOOD KNOWLEDGE Vegetables Fruits Regular Seafood 固定的，经常的 Cereal Basic Condiment 基本的调味品 Basic Herb & Spices 基本的草药和香料 Basic Sauce Salad Dressing Dessert Sauce Cheese Dairy 乳制品 Bread Breakfast Pastries 早餐糕点 Cakes & Pies 蛋糕和派 Pasta Chinese Pasta Basic Cooking Menthol Food Taste 尝出食物的味道 Food Preparation 准备食品 Ingredients Cutting 切割的分类4. F&B LINEN POLICY 布草的政策5. ROOM SERVICE SERVICE STANDARD 送餐服务标准6. BUFFET KNOWLEDGE 布菲知识7. GLASSWARE 8. BAR EQUIPMENTS 吧台设备9. BEVERAGE KNOWLEDGE 酒水知识10. WINE SERVICE 葡萄酒服务11. CHAMPAGNE SERVICE 香宾服务12. COFFEE SHOP SEQUENCE OF SERVICE 咖啡厅服务流程13. F&B SALES IMPROVEMENT SKILL 增进销售技巧14. BANQUET BAR SET U 宴会吧的布置F&B SALES IMPROVEMENT SKILLINTRODUCTIONWhy be a salesperson?为什么存在销售员？Selling is much more interesting and fun than just ordertaking, Lets all be salespeople.推销比交谈还要有趣和轻松。让我们一起做一名销售员吧！We will all benefit when we increase our outlet revenue by selling more.当我们部门的收入更多来自我们的推销，我们将得到很多的好处！1.Selling by suggesting.推销来自建议Guest like suggesting.Very few guests decide what they want to eat or drink before entering the outlet. In fact, many people have difficulty deciding what to order.非常少的客人在进入餐厅之前会决定他们要吃些什么和喝些什么。事实上，更多的客人很难决定自己要点些什么！Advantages利益Why is it good if we give suggestions rather than waiting for the guest to make up his mind?为什么与其让客人自己决定他的主意不如让我们给他一个好的建议呢？Saves time 节省时间 professional image 专业形象 increases sales增加收入More personalized service更多个性化服务 Reduces costs 减少成本Why is the first one the specific suggestion More effective?为什么第一个明确的建议是最有效的？Great an image in the guests mind which will encourage him to buy, general suggestions dont do any “Advertising”在客人的眼中一个超乎寻常的印象是他的消费会给他带来哪些奖励，一般的建议没有任何的广告效应。.If the client says no to your first suggestion you can easily make another; but if he says “No dessert”, the door is closed.如果顾客说不接受你的第一个建议你能很容易地给他其他建议。What expressions can we use to make specific suggestions?什么表达方式能让我们去创造明确的建议？Would you like?May I suggest?I can recommend.The is very good today When is the best time to make suggestions?何时是创造建议的最好时机？High volume restaurants: Suggest when presenting the menu.餐厅高峰期：建议当进入场地后点餐。Fine dining: After serving the aperitif but before guests red the menu.服务开胃酒但要在客人点红酒之前Desserts: Make sure you have cleared the table first,then return to sell desserts. 甜品：首先确认你有一张干净的桌子，然后再去销售甜品Appetizers: Before main course Most guests will buy a main course anyway, but they might not order an appetizer if the have already chosen a heavy main course. 开胃品：在主要过程以前更多的客人会获得随随便便一个主要过程，但是他们可以不点开胃品如果他们确定选择一个不愉快的主要过程的话Do not worry about NO不要担心“NO”Do not worry if a guest says “NO” to your suggestion如果客人对你的建议说“不”请不要担忧Not all your suggestions will be accepted, but thats OK dont take it personally, Guests say no because they dont want your suggestions, not because they dont like you. 不是所有你的建议都会被承认，但是不要亲自跟客人说thats OK，客人觉得没理由他们不接受你的建议，没理由他们不喜欢你。Event guests who do say no will appreciate your efforts to be helpful and professional2.Handling Objections使操作客观化What to do if a customer says “no”?如果一个消费者说“不”要怎么去做？As long as the guest is friendly, just suggest something else.只要客人是友好的，仅要建议其他一些东西。If he/she is unfriendly or disinterested then stop trying to sell just ask if he/she would like anything else？如果客人是不友好的或无私的，那时停止去出售只问客人还要别的需要吗？General guidelines.综合指导方针Dont be scared or bothered by objections.不要恐惧或使客观化变成麻烦The main thing is to handle the objection, be ready to answer back with confidence. If you are selling something, be prepared to say why you suggested it.主要事情要客观化操作，要有信心预备回复。如果你出售了某些东西，你要准备去说为什么你要推荐它。If a customer challenges your suggestion, be ready to answer back with confidence. If you are selling something, be prepared to say why you suggested it.如果一个消费者挑逗你的建议，要有信心预备回复。如果你出售了某些东西，你要准备去说为什么你要推荐它。Often, a customer will buy our suggestion even after given an objection, Just like us : we sometimes say “its expensive” but still buy it.经常，一个消费者获得我们恰到好处的建议在一个有缺陷的建议之后。我们同样是公正的：我们不时地说“它是贵的”但他们乃会买它。Summarize main points.主要要点总结Dont be scared by an objection, as a professional you can handle it.我们不要害怕缺陷，做为一名专业人员你有能力处理它。We will aften face objections: Some customers may have tried our suggestion and didnt like it, or they may have already make up their mind to have something else. 我们 aften 将会面对异议吗: 一些客户可能已经尝试我们的提议并且没有喜欢它, 或他们可能已经已经决定有别的东西If a guest challenges your suggestion, then answer confriendly.Some customers just say “no” to our recommendation, If the customer is friendly and interested then recommend something different, If the customer is unfriendly or disinterested then stop selling.3.High profit items高利润项目Selling extras.额外销售Sometimes we dont have a chance to make suggestion-they have already made up their minds, but we need not just be ordertakers. 有时我们没有一个机会发表提议- 他们已经决定了，但是我们需要不仅仅是 ordertakersGuests often order without thinking too hard about what they wants, This means that they may not include some items which might make their meal more complete or more enjoyable. 客人时常不需要有关他们想要的太努力地想就命令，这意谓他们不可能包括可能使他们的一餐变成更完全或更可享受的一些项目When is not appropriate to describe menu items? 何时不适当的描述菜单项目?Guest is not interested.Very common item非常普通的项目Tried or beforeWords that sell销售单词Fresh juicy 新鲜多汁的Tender嫩的Imported进口的Mild柔软的Richly flavored味浓的，油腻的。Light淡的Refreshing提神的、凉爽的in season在季节里的Specially prepared特别准备的How to describe怎么去描述Type/category类型/种类Origin/similar to 起源、由来/类似Ingredients/taste成分/尝、尝出的味道Method of preparation准备的方法Style of presentation介绍的风格Served with? Comes with?4.Describing menu items.描述菜单项目Why describe?为什么描述Guest might not have read description客人可能就不会读描述了Might have seen to but not know/understand it 可能客人有看到但不明白或理解它When he reads it doesnt sound as good as when we say itWe can include a lot of extra into我们有许多不包含在价目内的Describing items is good service, guests like it when we help them to choose 很难忍受项目是好的服务，客人喜欢在那时我们帮助他们去选择。When should we describe menu items?我们应该在什么时候形容菜单项目？Guest appears interested客人平息了兴趣Guest look puzzled客人看着为难的Guest asks for a description客人问种类The item is unusual/a hotel specialty项目是与众不同的/酒店专业的5.Postive buying signals confirming the orderHow will it help us if we can lend guests buying signals correctly?如果我们能借给客人正确地购买信息我们要如果去帮助他Make sure se respond appropriatelySaves time节省时间We sell more我们要卖得更多We give better service 我们给与更好的服务We are more sensitive to our guests feeling客人感觉我们是更加灵敏的。Silent signals沉默的信号Guests reactions are often shown in their body language. If we want to well well we have to watch these “silent signals” closely, Guests反作用被在他们的肢体语言语言中常常展示, 如果我们想要,去顺利井我们必须注意这些“silentsignals”紧密Some of the signals are so quick that the guest is not even aware he/she made them.某些信号是如此很快客人不是甚至明事理她以至成为他们There are so many signals that we will classify them into 3area: 有这样多的我们将对他们分类的变为3area信号:Meal and face饭和脸Hand and arm手和手臂Body and legs躯体和腿Spoken signals 说信号What sort of things do guests say that show a positive reaction? 客人确实说那个对一阳性反应反作用表现出什么样的种东西Asking a question问问题Saying something good about the item. 谈到项目说好某样东西.6.Negative buying signals负购买信号Head&Face: shaking head, frowning, looking away, wrinkling nose, no visible reaction. 头和脸：摇摆头部,皱眉,看别处，皱起鼻子，表现出烦躁不安。Hand&Arm: Crossing arms, Waving NO with hand, rubbing nose or back of neck, fidgeting.手和手臂：交叉手臂，晃动手指，磨鼻子或者脖子的后面，烦躁不安，Body&Legs: Leaning back, moving away, appearing nervous, crossing legs.躯体和腿：向后倾斜，离开，似乎紧张，交叉双腿。Summarize Main points. 总结要点As salespeople, we often hear and see guests say “no” 作为售货员，我们常常听见和看见客人说“no”，Dont be bothered by “no” , its not a personal rejection不要被“NO”打扰，它不是个人拒绝。If the guest is unfriendly or says “No” in a strong manner, then stop trying to sell as soon as he say “No” 如果客人坚强地是不友好或者说“No”，然后停止尝试If a guest says “No” to a specific item, then suggest some other alternatives. 如果一个客人对一特有项目说“No”， 然后建议一些其它可能的选择If the guest gives you a reason for saying no, use that reason to suggest you alternative. 如果客人为“不”提出一个理由，使用那理由显示你可能的选择.If the guest is friendly and interested keep on suggesting up to 5 times, Help guests to choose, thats good salesmanship and good service.如果客人是在建议多达五次以上还是友好的和感兴趣的，帮助客人去选择，这是好销售和好服务7.Offering alternatives. 给予可能的选择.What sort of reasons do clients give for saying NO?Price价格In a hurry匆忙Not very hungry不是非常匆忙 On a diet有关一个饮食Wants something special. 希望某样东西特殊Summarize main points总结主要点Some guest hesitate because they are not sure what the item is, If so, give a confident description.有些客人会停顿，因为他们不确定一些项目是什么。如果那样，给予一个信心的描述。Some guests hesitate because they can not make a decision, they need encouragement. 有些客人停顿，因为他们不能做出决定，他们需要鼓励。To encourage guests to buy, we must speak with confidence and enthusiasm. 鼓励客人买入，我们必须用信心和热情谈话Use powerful & enthusiastic expressions. 使用强大的热情表达As a professional salesperson, You know your product, To overcome hesitation, Show off your knowledge and your confidence. 作为一个职业销售员，你知道你的产品，去克服犹豫，衬托出你的知识和你的信心。9.Overcoming Hesitation克服犹豫How can we overcome hesitation? 我们怎样才能克服犹豫？If the client doesnt know what the items, describe it如果客户不知道什么项目，描绘它If the client knows what the item is but still hesitates, then he needs covincing. Encourage the guest to buy giving him confidence in the item, Reassure him that he will enjoy it. 如果客户知道项目是什么但是仍然停顿，然后他需要。给予他对这项目有信心，鼓励客人买入。解除客人对项目的担忧让客人欣赏它How to encourage guests to buy? 怎样鼓励客人买入The best way to overcome hesitation is to speak and act confidently, Guests will fell that you really know about product so they will value your opinions-just like somebody at the races listens to a trip from a jockey. 最好的克服犹豫的方式是要说话和确信地行动，客人希望这些是你确实了解产品Speak and act with confidence-give your personal guarantee. 说和充满信心行动提供你的个人担保Handling guest reactions处理客人反作用What to do if the guest is happy? 如果客人高兴,做什么？Thank the guest, smile. 感谢客人,微笑What to do if guest is unhappy如果客人不高兴,做什么？Apologize致歉Find out why发现为什么Possibly warm other service staff. 或许换另1热情服务工作人员Act to fix the problem and/or refer to supervisor行动补救问题或提请主管10.Checking satisfaction确认满意When is the best time to check soon (2-3MINUTES) often serving.在服务中何时是确认的最好时间。 During coffee (If checking whole meal) 在咖啡期间Why check so soon? 为什么这么快确认 We may want to sell something to go with what he has.我们可以出售一些他需要的东西 If there is a problem, the longer we leave it the more upset the guest is going to be. Me may How many times should we check during the meal/evening?Checking back after each corse is too much, the guest will fell disturbed, twice per meal is enough. When not to check.If the guests do not want to be bothered, this of ten happens with business people or couples who are deep in conversation.ROOM SERVICE SERVICE STANDARDRoom service FF&ERoom service trayRoom service trolleyHot box (Room service food carrier electric/stand)=Heating ContainerPinboard wall mountedElectric time stampCompartment rackBus box grayLinen storage trolleyCompartnment rack(杯筐) Plastic Film（保鲜膜） 1. How to answer a Room services telephone?All telephone call will be answered in the English language.Upon picking up the telephone the person will say the following “Thanks for your calling, Room service * speaking, How may I help you?”.If the caller is speaking in Chinese, The person who answers the telephone must respond by saying the following in manadarin.At all times when answering a telephone call, you should talk in a cheerful and polite manner, being helpful at all times.If a person asking about the hotel and it facilities, the Room service supervisor should be called to the telephone.If you dont understand what the caller is talking about or asking, then the supervisor is to be office. For the attention of assistant F&B manager or F&B manager. (In the event that either is not there, they are to be paged.)If at any time you have to get some one else to talk to the caller, before you get that person, Then you are to say to the caller the following.Do not interrupt the caller at any time, Let them finish what they are saying. And ask questions or restate what they have said.If you are talking to the caller, Do not attempt to carry out a second conversation with someone else at the same time. Either ask the second person to wait or put the caller on hold.In the event that the caller has given their name, you should address he caller by their name.Do not address the caller by their christian name.When the call is completed, you must always say the following to the caller. Thank you for calling “name of outlet”.In the event that a caller thank you for your help, you must say the following: your welcome, sir/madam.2. Taking a room service order.The ordertaker will use the attached room service guest order formAll food and beverage requirements will be recorded on this form, and repeated to the guest to ensure accuracy of the order.They information from the guest order form will be transferred to the captains order form, paying special attention to the following.All food orders are to go on one captains order.All beverage orders are to go on one captains order.The captains order will then be kept by the service staff as a record of the order. And will beplaced on the room service tray or trolley, Until the order is ready to be sent to the guest room.Upon the order going to the guest room, The guest order form will be laced on the “Room service out” noticed board, recording the location of the order.Additional uses for this are.A record ofThe amount of equipment used in each order. Equipment return check listOrdertaker prompter Record of time in and out.There should be no recriminations or prolonged arguments over the return of the drink. It is vitally important that the guest receives his/her order as soon as possible. Resolving of the problem is to be carried out after the service period, Blame seeking is not to be entered into any stage. Excuses will be heard from the employee first, before corrective measures are to be taken.F&B RULE®ULATIONWhat is the rule and regulation?It is a code of conduct to ensure that the behaviour of all F&B emplyees of highest standard at all times, without exception to section or position.Standard of operating procedureAll employees will report for duty a minimum of 10 minutes, prior to the rostered start time to ensure that they are on time of duty. And that they present for managers briefing at the completion of their roster shift, all employees must leave the outlet or section that they are have been assigned to and are permitted to return. The exception to this is if they have been asked to stay back by their respective manager. Staffs are not allow to consume any food beverage list while on duty.No smoking is been permitted in any area of hotel.No chew gun.Staffs are not allow to wear jewlery expect wedding rings and watches.Staff are not allow to wear hotel uniforms outside the hotel at anytime.Staff will not receive or make personal call from any outlet or section telephone.Staff should be diciplined use obusive or effensive language to any guest. Member of staff and management.Staff are not allowed to charge shift, days off or hours of their work without approval being given by the outlet manager and F&B manage.Staff are not allowed to sit in any outlets at any times.Any staff member who is unable to report for work, will be required to contact their out let manager, prior to the time involved.Any staffs who does not show up for duty, and no word has been received from them as to what is happening will be deemed as absent.No staff member at any time will be allowed to sleep while on duty.Gambling for money will be not permitted.Theft of hotel, guest or fellow staff members property will not be tolerated.Avoid unnecessary conversation.Staff must always walk in an upright manner, with the head up and shoulder back. Staff must never walk by dragging their feet across the floor, When you standing must be always have their hands behind their backs.Staffs are not allowed to leave their assigned position and go to another outlet.All staffs are required to show a positive approach to their position. Fellow staffs, management, guests encouraged to smile with eye contact at all times when they are working.Staffs are encouraged to show interest in the guest needs and wantsAll foreigners, overseas Chinese and Local Chinese nationality will rec