送餐房间服务程序.xls

送送餐餐点点单单服服务务程程序序图图 OrderOrder TakingTaking ServiceService BlueprintBlueprint ServiceService BlueprintBlueprint 服服务务程程序序指指南南 WhatWhat toto saysay 所所用用服服务务用用语语 StandardStandard 标标准准 1 Pick up the phone to greet and address guest Good Morning Afternoon Evening Mr Mrs Ms Guest Service Center speaking how may I help you 1 Order taker must be familiar with all food and beverage menus 2 Telephone must be answered within three rings 3 Address guests by their names personalize service let guest feel warm comforting 2 Taking Order Yes I am ready now what would like to orde Soup of The Day is How would you like your steak done Which sauce would you prefer Which flavor would you prefer How many scoops would like In one glass or separately 1 Should know the menu thoroughly daily special and chef s recommendation If query on food explanation the Order Taker should be ready with a prompt and correct reply 2 Order Taker must know and use service abbreviations consistently and accurately when taking an order 3 Don t forget to write down the instruction such as How is steak done sauce or other side dishes the flavor of icecream and how many scoops 3 Suggestive Recommendatory Selling Would you like some mineral water Would you like one bottle of red wine to match your steak Would you like one bottle of white wine to match your fish Would you like one lovely Almond Tiramisu as dessert Use suggestive Recommendatory selling and Up selling when taking the food and beverage order 4 Repeat Order and Identify The Delivery Time Would you like anything else How many person please So Mr Mrs Ms your order is and your room number is Your order will be delivered within 30 minutes Thank you for your calling Good bye 1 Repeat the food 员工要在敲客人的房门以前将自己的仪容整理好并带好名牌 在客人可以通过门镜清楚看见的 地方站立好 2 Press doorbell or knock on the door and announce Room Service 按铃 问候客人 3 If no answer pause 10 seconds before knocking or ringing a second time pause again 如客人没有回应 10秒钟后再按铃等候客人回应 4 If the DND sign is on or these is no response use the nearest floor pantry phone to inform guest the order is ready 如果客人房间门口挂着 请勿打扰 牌或无回应 使用最近的管家部楼层电话通知通知 客人餐已近准备好了 5 If guest is in wait until guest opens the door and introduce yourself 如果客人在房间一定等到客人开门 并介绍自己 2 Service in the Guest Room 在在客客人人房房间间里里服服务务 May I put the trolley tray here 我可以将餐车 托盘放在这吗 May I serve the drink now 我可以现在服务您的饮料吗 May I open your wine 我可以为您开酒吗 May I take the hot dish out of warmer 我可以把热菜从保温箱里拿出来吗 1 Check the order once again before knocking on the guestroom door 敲门之前应检查客人的点单 2 When approaching the guestroom check the guest bill if it matches the room number For doorknob menus check the room number on doorknob menu to ensure it matches with the room number and the bill 来到客人门前应首先看房号 然后核对门把手菜单及帐单上的房号是否一致 3 Upon entering the room the Room Service attendant will introduce themselves to the guest as per hotel standards and in a proper tone 进入房间之前应介绍自己 使用酒店标准 4 Ask the guest where should place the trolley tray If the meal is on a trolley fold the both flaps out to increase the guest s eating area 应礼貌询问客人餐车或托盘是否可以放在指定位置 如果是餐车 应 将餐车两个侧面都打开 3 Serving Toast in the Guest Room 在在房房间间里里服服务务吐吐司司 How would you like your toast to be served light color brown color or dark 您想要几片 哪种面包 烤成什么程度 1 According to the guest orders get the toaster tongs and breadbasket and napkin ready 根据客人的点单 准备好吐司机 夹子 面包篮 口布 2 Make sure the toaster tong and basket are clean 确保吐司机 夹子 篮子干净 3 When in the guestroom push the trolley near the socket in order to reach the plug If needed you can use the extension board 进入客房后将餐车推至电源插座附近 如需要应使用接线板 4 Before serving the toast ask the guest how would the toast be prepared 在服务之前应先询问清楚客人 想要几片 哪种面包 烤成什么程度 5 After toast is served make sure the toaster has been switched off and disconnected 烤完后应确保关掉 电源并将插头拔下 6 The toaster control sheet will be used for follow up and communication The toaster control sheet must be kept at all times in the Room Service Office 应使用吐司机控制表来管理吐司机 并且应长期保存记录 7 Once the toaster and tongs are returned they must be cleaned right away and ready for next use 收回的用具应彻底清洁并准备好待用 3Ricky Rao 2020 1 20 送送餐餐房房间间服服务务程程序序 IN ROOM SERVICE SEQUENCE Service Steps 服服务务步步骤骤 Conversation Sentences 所所用用服服务务用用语语 Standard Procedure 标标准准与与程程序序 4 Leaving Guest Room 离离开开客客人人房房间间 Would you singe your bill please 这是您的帐单 请您签一下 Would you have something els I can do for you 请问还有什么可以为您做的 Enjoy your breakfast Lunch Dinner Please When you finish your meal please dial Room Service for collection clearing Have an excellent day Good bye 请您慢慢享用你的早餐午 餐 晚餐 如果您用完餐 请拨打送餐部 祝您今天过得开心 再见 1 Check with the guest to find out if guest has other needs Inform guest to pay attention to hot plates Accurate bill presented to guest in folder with ball pen with Logo for guest signature 将帐单夹展开并递上 带酒店标志笔请客人签字 2 Upon departure from the room attendant should inform guest to call Guest Service Center after finish the meal for removing tray or trolley 当员工离开房间之前告知客人用完餐后通知宾客服务中心收餐 并要 祝客人用餐愉快 如有任何需要帮助电话通知宾客服务中心 3 Close door lightly Go back to room service immediately On the way back check corridor take back soiled trays or trolleys 离开时将门轻轻关上 马上回到送餐部 回来的路上留意走廊将脏餐收回 5 Clearing of Trolley Tray from the Room 从从房房间间里里收收拾拾餐餐具具 Good morning Afternoon Evening Room Service 早上好下午好 晚上好 送餐部 May clear the trolley try for you 我可以为您收 拾餐具吗 1 A checklist of meals delivered to the guestrooms must be checked often to make sure trays and trolleys are collected after delivery 点单员要随时查看点单记录 注意收餐时间并安排收餐 及时将餐具餐车收回 2 The room service associate must check the floor corridors regularly in case guest has put the tray or trolley outside the room 服务员必须经常到客人房间门口及走廊去查看客人是否将餐具拿出 3 Trays Trolleys are removed from the guestroom within 15 minutes of the guest request 如果客人打电话来要求收 餐 必须在15分钟内提供服务 4 Before entering the guestroom push the doorbell first then greet the guest in a proper tone Good morning Afternoon Evening Room Service 进房间前要按门铃 并用适中音量 标准用语通知客人 早上好 下午好 晚上好 送餐部 5 After entering the room say Pick up the tray or trolley carefully from the guestroom and try not to disturb the guest 小心取走房内餐具 并避免打扰客人 6 Placing Amenities in the Guest Room 客客人人礼礼品品摆摆放放 Good morning Room Service 早上好 送餐部 I have a fruit basket for you with compliments of the hotel may I come in 我有酒店的欢迎礼品送予您 我可以进来吗