RoomService客房送餐服务.ppt

RoomService Dealingwithcustomercomplaints TOPIC7 1 RoomService Roomserviceappliesonlywherethecustomerhasdecidedtoeatintheaccommodationroomofamotel hotel servicedapartmentorresort Cloche ContinentalBreakfast EnglishBreakfast DoorKnobMenu Hangontheoutsideoftheguest sbedroom RolePlay DoorknobmenuserviceStaff Goodmorning Reception MayIhelpyou Guest Goodmorning It sMr WhiteinRoom489 CanIhavebreakfastinmyroomtomorrowmorning HotBox HotBox LateNightMenu NonVerbalCues Readingyourcustomers 微表情系列 lookdownon lookdownon lookdownon 微表情系列 Shocked Uneasy Confident Hungup Afraid Disdain Gesture RoomServiceRoomserviceisalsoknownasin roomdining Itisaserviceprovidedbyhotelgenerallyhotelsof4 5starstandardsasaconvenienceandchoiceofdiningoptionfortheirguests RoomServiceRoomserviceisalsoknownasin roomdining Itisaserviceprovidedbyhotelgenerallyhotelsof4 5starstandardsasaconvenienceandchoiceofdiningoptionfortheirguests BreakfastMenuAlldaydiningmenuSupermenuSnackmenuMinibarmenu RoomServicemenuinclude 1 Dailyfoodservice Breakfast Lunch Super RoomServicemenuinclude 1 Dailyfoodservice Snack MiniBar GivetheVIPflowerbasket fruitbasket cards VIP spresent Givethepresenttothecustomersonholiday 2 Specialservice FineDining Ordertakingbyphone Phonecall RoomNoName Confirm Within3ringsIntroduceyourselfclearly MayIhelpyou WritedowntheorderMayIhaveyourroomnumber Forhowmanyperson Yourroomnumberis Yourorderis Anythingelse Thanks Yourorderwillbe minutes It sallright ThankyouforyourorderLettheguesthangupfirst 接到订单receivetheorder 根据菜肴品种及数量准备餐具setupthetrolley 到收银台取帐单 了解能否签单 现金买单准备好零钱preparethechange 到厨房出菜 需加盖 并核对stampandre check 使用员工电梯送餐到房usestaff slifttodeliver 到达客房门口再次核对房号checktheroomnumber 敲门三声或一声门铃 您好 房内送餐knockatthedoor3timesandannounce Roomservice 客人开门后进行问候并询问能否进入 早上好 这是您点的餐 我可以进去吗 Goodmorning hereisyourorder MayIcomein 客人同意后进入房间 致谢并询问在哪里用餐谢谢 请问您在哪里用餐 Askwheretoposition Thankyou Wherewouldyouliketoputthetray 帮客人将餐具摆好 菜肴摆好并向客人介绍菜品 方便客人核对pullupthesidesofthetrolleyandre arrangethesetup 询问客人是否现在用餐 帮客人打开菜盖请问可以帮您把菜盖打开吗 Askguestifhewanttoeatnow MayItakeawaythecover 帮客人提供服务 拉椅请客人入座 铺席巾 斟酒水 offertheservice 询问客人是否还有其他需要请问还有什么需要吗 Wouldyoulikeanythingelse 详细记录并复述 尽快送至recordtheorderandconfirm 出示账单 这是您的账单Presentthebill Hereisyourbill 离开房间后退一步转身 离开 如客人门未关则询问是否需要关门farewellandclosethedoorifneeder 挂账将账单送至前台 现金将账单及现金交收银台Sendthedockettocashier 登记送餐记录recordthedeliveryorder 接到订单receivetheorder 根据菜肴品种及数量准备餐具setupthetrolley 到收银台取帐单 了解能否签单 现金买单准备好零钱preparethechange 到厨房出菜 需加盖 并核对stampandre check 使用员工电梯送餐到房usestaff slifttodeliver 到达客房门口再次核对房号checktheroomnumber 敲门三声或一声门铃 您好 房内送餐knockatthedoor3timesandannounce Roomservice 客人开门后进行问候并询问能否进入 早上好 这是您点的餐 我可以进去吗 Goodmorning hereisyourorder MayIcomein 客人同意后进入房间 致谢并询问在哪里用餐谢谢 请问您在哪里用餐 Askwheretoposition Thankyou Wherewouldyouliketoputthetray 帮客人将餐具摆好 菜肴摆好并向客人介绍菜品 方便客人核对pullupthesidesofthetrolleyandre arrangethesetup 询问客人是否现在用餐 帮客人打开菜盖请问可以帮您把菜盖打开吗 Askguestifhewanttoeatnow MayItakeawaythecover 帮客人提供服务 拉椅请客人入座 铺席巾 斟酒水 offertheservice 询问客人是否还有其他需要请问还有什么需要吗 Wouldyoulikeanythingelse 详细记录并复述 尽快送至recordtheorderandconfirm 出示账单 这是您的账单Presentthebill Hereisyourbill 离开房间后退一步转身 离开 如客人门未关则询问是否