凯宾斯基服务培训PPT.ppt

PPT课件学习 ServiceTraining服务培训 1 22 03 2020 PPT课件学习 FineEuropeanTraditions来自欧洲的最好的传统 Kempinski theoldesthotelchainintheworld wasfoundedinGermanyoveronehundredyearsago Sincethen KempinskiHotelshavereflectedthefinesttraditionsofauthenticEuropeanhospitality Representedallovertheworld KempinskiHotelssymbolizethehigheststandardswherevertheyarefound 凯宾斯基集团是一家拥有100多年历史的 世界最古老的饭店集团 代表着来自欧洲的最好的酒店传统 直到现在 世界各地的凯宾斯基饭店还代表着酒店业的最高标准 2 12 03 2020 PPT课件学习 Kempinskihotelsarelocatedintheworld sfinestcitiesandresorts Thecollectionincludeshotelsinthegrandmanner pace settingmodernestablishmentsandolderhotelsofindividualcharm Regardlessofthediversty allthesehotelsnaturallyblendintotheirsurroundingsandoffertheluxuriousaccommodaton superbcuisineandimpeccableservicethataresynonymouswiththeworldKempinski 凯宾斯基管理公司在世界众多著名城市和旅游胜地都拥有不同风格的豪华饭店 优美的环境 豪华的客房 美味的菜肴 无可媲美的设施 无可挑剔的服务是世界各地凯宾斯基饭店对客人最好的承诺 Argentina Bulgaria China Germany GreatBritain Greece Hungary India Italy Jordan Kuwait Malta RussianFederation RepublicduMali Spain Switzerland Turkey UnitedArabEmiratesandUruguay 阿根廷 保加利亚 中国 德国 英国 希腊 匈牙利 印度 意大利 约旦 科威特 马耳他 俄国 马里 西班牙 瑞士 土耳其 阿拉伯和乌拉圭 3 12 03 2020 PPT课件学习 StandardsandProcedures标准和程序 4 22 03 2020 PPT课件学习 StandardsBreakfast早餐标准 WastheguestgreetedoracknowledimmediatelyuponenteringtheRestaurant当客人进入餐厅时 是否问候客人Wastheguestgreetedinafriendlyandpleasantmanner是否友好礼貌地问候客人Didhostaskifsmokingornonsmokingwaspreferred是否礼貌地问客人是要吸烟区还是非吸烟区 Didthehostseattheguestatafullylaidtable咨客是否将客人领到布置好的餐桌Didthehost waiterremovecoversifnecessary咨客 服务员是否撤走多余的餐具Didhostofferorentationtobreakfastprocedure咨客是否向客人介绍我们的自助餐 5 22 03 2020 PPT课件学习 Didthewaiteroffercoffeeorteawithin1minuteofseating服务员是否在客人入座后1分钟以内询问客人是否需要咖啡或茶Wascoffeeservedwithin1minuteandteawithin3minutes咖啡是否在1分钟以内呈上 而茶在3分钟以内Werecoffee teaservedininidividualpots是否用单独的器皿装咖啡或茶Werefruitjuicesofferedwithinoneminuteofseating是否在客人入座1分钟以内提供果汁Didwaiterreturntotaketheorderwithin5minutesofseating服务员是否在客人入座5分钟以内点单 Werecookeditemspreparedalacarteandservedpromptly当客人点单后 菜品是否能及时送到Wastheguestadvisediftheplatewashot是否提醒客人盘子很烫Wastheordercorrectandcomplete点单是否正确 完整Didemployeereplacecutleryasrequired服务员是否按要求及时更换餐具Wascoffee tearepienishedwithin2minutesofcupbeingempty当咖啡或茶饮完时 是否在2分钟以内续杯 6 22 03 2020 PPT课件学习 Didanemployeevisitthetabletoascertainatanypointifservicewassatisfactory是否有员工主动询问客人是否满意我们的服务Didwaiterreplaceashtrayasrequired服务员是否按要求更换烟灰缸Uponleavingtherestaurantwastheguestthanked当客人离开酒店时 服务员是否向客人致谢 Wasthebillpresentedinacleanbillfolderwithhotelpen帐单是否和干净的帐单夹以及酒店专用笔一起呈上Wasthebillclearlyitemizedandcorrect帐单是否清楚准确Didwaitercollectpaymentpromptly服务员是否迅速结帐Didthewaiterreturncorrectchange服务员是否准确找零Ifcashpayment wasreceiptautomaticallyoffered若客人用现金结帐 是否主动为客人提供发票 BillPresentation呈递帐单 7 22 03 2020 PPT课件学习 Theemployee员工 Wereallemployeeswearingclean pressedandcompleteuniformsappropriatetotheenvironment所有员工是否着装整洁并符合酒店要求Wereallemployeeswellgroomed freshandcleaninappearance是否所有的员工仪容仪表符合规范并精神抖擞Didallemployeesinuniformwearnamebadges是否所有的员工都佩戴名牌 Didallemployeesgreetandassistguests是否所有的员工都主动问候客人并为客人提供帮助Wereallemployeesalertanddidtheypayattentiontodetail是否所有的员工保持高度警惕并注重细节Wereallemployeesefficientandprofessionalindemeanour是否所有的员工工作高效 专业 8 22 03 2020 PPT课件学习 Product Buffet布菲 Wasthebuffetattractiveinpresentation布菲台是否摆台美观Weredecorationsandshowpiecespresent是否有装饰品和台卡Wasthereadesingnatedemployeetothebuffet refillin cleaning 是否有指定员工负责布菲台的菜品添加及清洁情况 Werecooling refrigertiondevicesusedwereapplicable冰箱或其他制冷设备是否正常工作Wereanyunidentifiablefoodorbeverageitemsclearlylabelled不易辨认的菜品或饮料是否都有清晰的标识Werelabelsclean台卡是否干净 9 22 03 2020 PPT课件学习 Werealldishesatleast1 3full是否所有的菜品都达到1 3满Werewarmedplatesavailable是否准备热盘Weretheappropriateserviceutensilscleanandavailable餐盘是否干净并充足Waschefpresentbehindthebuffet是否有厨师在布菲台服务Wasthechefwellinformedofbuffetitems厨师是否对所有菜品了如指掌 Didchefinformguestifplatewashot如果餐盘很烫 厨师是否告知客人Wasthechefneatlypresentedinacleanandcompleteuniform厨师是否穿戴整洁 符合要求Wasfoodservedatthecorrecttemperature食物温度是否合适Wereprotionsofacceptablesize菜品是否分量适中Wasthefoodcookedasrequested食物是否按客人要求烹饪 10 22 03 2020 PPT课件学习 TableLayout摆台 Werealltablesintherestaurantconsistentlylaidup是否所有的餐桌摆台一致Werethetablecloth napkins placematscleanandfreeofanystains是否所有的台布 口布 台垫干净无污迹Wascorrectcutleryusedfortheintendedpurpose是否餐具摆设得当Wasthecutlerypolished cleanandmatchinginpattern是否所有的餐具都光亮 干净并搭配一致 Wascrockeryclean unchippedandmatchinginplattern所有的陶器是否干净 无缺口并搭配一致Wastheglasswareclean unchippedandmatchedinpatter是否所有的玻璃器皿干净 缺口并搭配一致Weresaltandpeppercruetsavailiableandifsoweretheycleanandfull若提供盐瓶和胡椒瓶 是否干净并装满盐和胡椒Didthesugarselectionincludewhitebrownandsweetener糖缸是否同时装有白糖 黄糖和健饴糖 11 22 03 2020 PPT课件学习 StandardsandProceduresfor ALACARTESERVICE零点服务标准和程序 12 22 03 2020 PPT课件学习 Reservation预订 Wastherearestaurantavailabletoeatin7daysaweekforbreakfast lunch dinner餐厅是否一周7天都可以提供早餐 午餐 晚餐Wasthetelephoneansweredwithin3rings是否在电话响三声内接听Didtheemployeeexhibittelephoneetiquette员工是否使用标准的电话礼仪Didemployeeobtaintheguest snameanduseitatleastonceduringtheconversation员工是否在电话里获取客人名字并在对话中至少使用一次Didemployeeobtainnumberofpeopledining员工是否记下客人电话 13 22 03 2020 PPT课件学习 Didemployeeascertaindiningtime员工是否向客人确定用餐时间Didemployeeascertainiftheguestpreferssmokingornonsmoking员工是否向客人确定需要吸烟区还是非吸烟区Didtheemployeerepeatandconfirmthedetails员工是否重复并确认用餐细节guest sname客人姓名numberofpeople用餐人数diningtime用餐时间smokingornonsmoking吸烟区还是非吸烟区Didtheemployeethanktheguest员工是否向客人致谢 14 22 03 2020 PPT课件学习 Arrival Seating领位 Wastheguestgreetedoracknowledgedimmediatelyuponenteringtherestaurant当客人来到餐厅时 员工是否主动问候客人Wastheguestgreetedinafriendlyandpleasantmanner问候客人时是否始终友好礼貌Didhostaskifsmokingornonsmokingwaspreferred是否询问客人喜欢吸烟区或非吸烟区Didhostaskguesttofollowhim hertothetable咨客是否请客人跟随她前往餐位Didthehostseattheguestatafullylaidtable咨客是否将客人带到布置好的餐桌Didthehost waiterremovecoversifnecessary咨客 服务员是否撤掉多余的餐具 15 22 03 2020 PPT课件学习 Service服务 Wasapremealdrinkoffered是否服务开胃酒Didthehostpresentthemenu winelistwithin5minutestotakethefoodorder咨客是否在5分钟以内向客人呈上菜单 酒水单并接受点单 Waswaiterabletoansweranyquestionswithregardtothemenuanditingredients服务员是否能回答和菜品有关的任何问题包括它的配料Didthewaiterthanktheguest服务员是否向客人致谢Didtheemployeehavegoodproductknowledgewithregardtothewines beverages员工是否具备足够的酒水知识 16 22 03 2020 PPT课件学习 Waswine beverageservedwithin5minutesofordering当客人点单后 是否在5分钟以内提供酒水服务Were3typesofbread rollsandbutterautomaticallyserved是否主动向客人提供3种面包和黄油Didthewaiterchangecutlerytoaccompanyorder服务员是否根据所点菜品及时更换匹配的餐具Wasthecorrectstarter maincourseservedtotheappropriateguestwithoutprompting是否准确及时地向客人提供头盘 主菜Wereallappropriatecondimentsautomaticallyoffered是否主动向客人提供适当的调味品 17 22 03 2020 PPT课件学习 Werecondimentsservedinapproriatecontainers是否用适当的器皿装调味品Inthecaseoftwopeopledining weredishesservedtobothguestsatthesametime若是2个客人在用餐 是否同时向客人服务菜品Wereallplateditemsservedwithaslittledisruptiontotheguestaspossible fromtherightsideifpossible 出菜时 是否尽量提高效率 勿让客人久等 尽量站在客人右边服务 Wasplatecrestpositionedineithertosixo clockortwelvepositionaccordingly菜品装饰物是否在6点或12点位置Wastheordercorrectandcomplete菜品是否和点单一致并齐全 18 22 03 2020 PPT课件学习 Didthewaiterremovesideplate sideknife butter saltandpepperandcruetsoncompletionofmaincourse当主菜用完了 服务员是否将面包碟 黄油刀 黄油 盐 胡椒和其它调味品撤走Didthewaitercrumbdownthetable ifappropriate 服务员是否主动为客人清洁台面 在适当的时候 Didthewaiterautomaticallyofferdessert服务员是否主动服务甜品Didwaiterautomaticallyoffercoffee服务员是否主动服务咖啡Didwaiterofferthefullrangeofcoffeeavailable服务员是否主动向客人提供咖啡所需的其他东西 19 22 03 2020 PPT课件学习 Didwaitersuggestpostmealdrinks服务员是否向客人建议餐后酒Didthewaitervisistthetabletoascertainatanypointifservicewassatisfactory服务员是否主动询问客人对我们的服务是否满意Uponleavingtherestaurantwastheguestthanked当客人离开餐厅时 员工是否向客人致谢 20 22 03 2020 PPT课件学习 WineandBeverageservice服务酒水和饮料 Didthewaiterpresentthewinetotheguest fromtheleftside 服务员是否向客人展示酒水 站在客人左边 Didthewaiteropenthewineinfrontoftheguest服务员是否当着客人的面打开酒瓶Wasthewinedecantedwhenappropriate倒酒时 是否动作轻缓Didthewaiterpourasmallamountofwineforhosttosample服务员是否先倒出一点酒给客人品尝 21 22 03 2020 PPT课件学习 Didthewaitertopuptheglasswhen empty当酒杯里的酒还剩1 4时 服务员是否为客人续酒Wasthebeveragepouredfortheguestinthecaseofcanned bottledormixeddrinks员工是否当着客人的面倒酒水 无论是瓶装饮料 听装饮料或混合饮料Ifinitialdrinkempty didtheemployeetrytomakeeyecontactwiththeguestinordertoofferarefill当第一杯酒水用完后 员工是否关注客人需要续杯Didthewaiterreplaceashtrayasrequired服务员是否按要求更换烟灰缸 22 22 03 2020 PPT课件学习 Sales推销 Didthewaiterattempttoupsell i g recommendastarterorwinetoaccompanythemeal 服务员是否积极向客人推荐开胃菜或开胃酒等Didwaiterautomaticallyofferadditionalbottleofwineuponcompletionofthefirst当客人用完第一瓶酒时 服务员是否主动向客人建议再点一瓶Didwaiterautomaticallysuggestmineralwaterwiththemeal用餐时 服务员是否主动向客人建议喝矿泉水Ifnodessertwasordered didwaiterofferanalternative i e sorbert cheesecourse 如果客人没有点甜品 服务员是否给客人推荐其他的 如冰糕 芝士类 23 22 03 2020 PPT课件学习 BillPresentation呈递帐单 Wasthebillpresentedinacleanbillfolderwithhotelpen帐单是否和干净的帐单夹及酒店专用笔一起呈上Wasthebillclearlyitemizedandcorrect帐单是否清楚准确Didwaitercollectpaymentpromptly服务员是否迅速结帐Didthewaiterreturncorrectchange服务员是否准确找零Ifcashpayment wasreceiptautomaticallyoffered若客人用现金结帐 是否主动为客人提供发票 24 22 03 2020 PPT课件学习 Theemployee员工 Wereallemployeeswearingclean pressedandcompleteuniformsappropriatetotheenvironment是否所有的员工着装整洁 符合酒店要求Wereallemployeeswellgroomed freshandcleaninappearance是否所有员工仪容仪表符合规范并精神抖擞Didallempoyeesinuniformwearnamebadges是否所有员工配戴名牌Didallemployeesexhibitafrendlymannerandsmilewheninteractingwithguestsandcolleagues当员工与客人 同事相处时 是否友好 和蔼 Didallemployeesgreetandassistguests员工是否主动问候客人并向客人提供帮助Wereallemployeesalertanddidtheypayattentiontodetails员工是否随时保持高度警惕 并关注细节Wereallemployeesefficientandprofessionalindemeanour是否所有员工工作高效 专业Didtheemplyeehaveagoodworkingknowledgeoftheenglishlanguage员工是否具备相关的英文能力 25 22 03 2020 PPT课件学习 MenuandFood菜单和菜品 Wasthemenucleanandingoodrepair菜单是否干净 完整Didmenuofferaselectionofstarters salads seafooddishes meatanddesserts菜单是否提供各式开胃菜 沙拉 海鲜 肉食和甜品Wasatleastonemeat poultryandonefishdishrequiringtablesideserviceoffered菜单上是否有至少一类可提供餐桌边服务的肉食类菜品 Didtherestaurantmenuofferatleast1vegetarianand1healthyoption菜单是否至少有一种素食或者其他有益健康的菜品Waswinelistextensivewithaminimumoffivewineproducingcountriespresent酒水单上是否至少有5个国家的酒水 26 22 03 2020 PPT课件学习 Werethereaminimumof2whiteand2redwinesavailablebytheglass餐桌上是否至少有2个白酒杯和2个红酒杯Wasfoodservedatthecorrecttemperature在服务食物时 食物温度是否合适Wereportionsofacceptablesize菜品份量是否可以适中Wasthefoodpresentedinanappealingmanner garnished 菜品是否装饰美观Didthefooddirectlyresembleitsdescriptionfromtherestaurantmenu菜品是否和菜单上的描述一致Wasthefoodcookedasrequested食物是否按客人要求烹饪 27 22 03 2020 PPT课件学习 TableLayout摆台 Werealltablesintherestaurantconsistentlylaidup餐厅里的所有餐桌是否摆台一致Wasthetablecolthandnapkinclean pressedandfreeofanystains tears台布和口布是否干净 平整且无污迹无撕裂Wascorrectcutleryusedfortheintendedpurpose所摆餐具是否和使用时间一致Wasthecutlerypolished cleanandmatchinginpattern是否所有的餐具都擦拭光亮 干净并搭配一致 28 22 03 2020 PPT课件学习 Wascrockeryclean unchippedandmatchinginpattern所有陶器是否干净 无缺口并且搭配一致Wasglasswareclean unchippedandmatchinginpattern所有的玻璃器皿是否干净 缺口并且搭配一致Wasicebucketcleanandpolished冰桶是否干净 光亮Wasthebutterrolled cutandfresh黄油是否切好并且新鲜Wasafreshfloraldecorationpresent是否摆放鲜花 29 22 03 2020 PPT课件学习 PhysicalconditionofRestaurant餐厅硬件 Wastherestaurantwellmaintained餐厅是否很好地维护Werealllightfixturesfullyilluminatedandadjustedtoreflecttheserviceperiod餐厅里所有的灯具是否正常工作并调试的适合酒店环境Wereallwindowsandmirrorspolishedandfreeofanysmudges餐厅里的所有玻璃窗和镜子是否光亮无污迹 Wereallplantandfloraldecrationsfresh所有的植物和花束是否新鲜Weresidestationscleanatalltimes工作台是否整洁Wasthefurnitureingoodrepair餐厅里的所有家具是否完好Wasrestaurantfreeofanynoisefromthekitchen餐厅与厨房之间是否隔音 30 22 03 2020 PPT课件学习 Ambiance气氛 Wastheserviceunrushed服务是否有条不紊Didtheguestfeelwelcomeandwellconsulted员工是否让客人感到宾至如归Wastheambianceinvitingandcomfortable餐厅气氛是否高雅 舒适Didtheguesthaveamemorableandelegantdiningexperience是否给客人留下深刻的 难以忘怀的就餐体验 31 22 03 2020 PPT课件学习 LightMeals晚餐 32 12 03 2020 PPT课件学习 StandardsService服务标准 Wasguestacknowledgedimmediatelyonarrival当客人到餐厅时 员工是否立即问候客人Didemployeegreetguestinapleasantandfriendlymanner员工问候客人时是否始终友好礼貌Didemployeepresentmenus员工是否即时向客人呈上菜单Wastheguest sdrinksordertakenuponseating当客人坐下时 员工是否向客人呈上饮料单Wasdrinksorderservedwithin5minutesoforder是否在5分钟以内给客人服务饮料Weredrinksservedonatray服务酒水饮料时 是否使用托盘Wasthedrinksordercorrect确定点单是否正确 33 22 03 2020 PPT课件学习 Didthewaiterhandleglasswarebythestemandbaseofglassatalltimes服务员在拿酒杯时是否一直握着杯颈和杯底Didwaiterpourdrinkinthecaseofbottled cannedormixeddrinks员工是否当着客人的面倒酒水 无论是瓶装饮料 听装饮料或混合饮料Didemployeehavegoodproductknowledgewithregardtothemenu员工是否具备相关的酒水知识Didwaiterobtainfullandcompleteorders员工填单时 是否详细完整Didwaitertrytoupsellwithorder服务员是否极力推销其他酒水Didwaiterbringapprodpriatecutleryasperorder服务员是否根据客人点单内容 配上恰当的餐具 34 22 03 2020 PPT课件学习 Waslightmealservedwithin15minutesoforder晚餐是否在点单后15分钟以内准备妥单Wereallplateditemsservedwithaslittledisruptiontotheguestaspossible fromtherightwhereverpossible 出菜时 是否尽量提高效率 勿让客人久等 尽量站在客人右边服务 Wereallappropriatecondimentsautomaticallyoffered是否提供了所有应配备的调味品Werecondimentsservedinappropriatecontainers是否用恰当的器皿装调味品Ifinitialdrinkempty didtheemployeetrytomakeeyecontactwiththeguestinordertoofferarefill当酒水饮用完后 是否有员工主动关注客人是否需要续杯Didwaiterautomaticallyoffercoffee员工是否主动提供咖啡Didthesugarselectioninclude 5 white 3 brownand 3 sweetener糖缸里是否有白糖 黄糖和健饴糖 35 22 03 2020 PPT课件学习 Menuandfood菜单和菜品 Wasthemenuvariedincontentandofferlocaldishes菜单是否品种繁多并具有当地特色菜Wasfoodservedatthecorrecttemperature食物温度是否合适Wereportionsofacceptablesize分量是否适中Wasthefoodcookedasrequested食物是否按照客人要求烹调 36 22 03 2020 PPT课件学习 Tablelayout摆台 Werealltablesintheloungeconsistentlylaidupwithafloral silverorchinadecoration所有的餐桌是否具备鲜花 银器和陶器Wasthecutlerypolished cleanandmatchinginpattern所有的餐具是否光亮 干净并搭配一致Wascrockeryclean freeofchipsandmatchinginpattern所有的陶器是否干净 无缺口并搭配一致Wasglasswareclean unchippedandmatchinginpattern所有的玻璃器皿是否干净 无缺口并搭配一致Wasanapkinclean pressedandfreeofanystains所有的口布是否干净 平整并无污迹Ifsaltandpeppercruetsprovidedweretheycleanandfull若提供盐瓶和胡椒瓶 是否干净并装满盐和胡椒 37 22 03 2020 PPT课件学习 Physicalconditionofmenue硬件设施 Wastherestaurant loungewellmaintained餐厅是否维护完好Werealllightfixturesfullyilluminated所有的灯具是否正常工作Wereallwindowsandmirrorspolishedandfreeofanysmudges所有的窗户和镜子是否干净无任何污迹Wereallplantandfloraldecorationsfresh所有植物和插花是否新鲜Wasthetabletopimpeccableandfreeoffingsorstains所有的桌面是否无瑕疵 并干净 无指印 无污迹 38 22 03 2020 PPT课件学习 Ambiance气氛 Wastheserviceunrushed我们的服务是否有条不紊Wastheloungeareainvitingandcomfortable餐厅区域是否高雅 舒适Didwaiterreplaceashtrayasrequired服务员是否按要求及时更换烟缸Didanemployeevisitthetabletoascertainatanypointifservicewassatisfactory是否有员工主动询问客人是否满意我们的服务Uponleavingdidtheemployeethanktheguest当客人离开时 员工是否向客人致谢 39 22 03 2020 PPT课件学习 Billpresentation呈递帐单 Wasthebillpresentedinacleanbillfolderwithhotelpen帐单是否和干净的帐单夹 酒店专用笔一起呈上Wasthebillclearlyitemizedandcorrect帐单是否清楚准确Didwaitercollectpaymentpromptly服务员是否迅速结帐Didthewaiterreturncorrectchange服务员是否准确找零Ifcashpayment wasreceiptautomaticallyoffered若客人用现金结帐 是否主动为客人提供发票 40 22 03 2020 PPT课件学习 Theemployee员工 Wereallamployeeswearingclean pressedandcompleteuniformsappropriatetotheenvironment是否所有的员工着装整洁 符合酒店要求Wereallemployeeswellgroomed freshandcleaninappearance是否所有员工仪容仪表符合规范并精神抖擞Didallemployeesinuniformwearnamebadges员工是否佩戴名牌 Didallemployeesexhibitafriendlymannerandsmilewheninteractingwithguestsandcolleagues当员工与客人 同事相处时 是否友好 和蔼Didallemployeesgreetandassistguests是否所有的员工都能主动问候并为客人提供帮助Wereallemployeesalertanddidtheypayattentiontodetail员工是否随时保持高度警惕 并关注细节Wereallemployeesefficientandprofessionalindemeanour是否所有员工工作高效 专业 41 22 03 2020 PPT课件学习 DrinksService酒水服务 42 12 03 2020 PPT课件学习 StandardsService服务标准 Wasthereabaropen7daysaweek酒吧是否每天都营业Wasguestacknowledgedimmediatelyuponarrival当客人到餐厅时 员工是否及时问候客人Didemployeegreetguestinapleasantandfriendlymanner员工问候客人时是否始终保持礼貌友好Didtheemployeeshowgoodproductknowledgewhentakingtheorder当员工点单时 是否具备相关的知识Didthewaiteraskifguestwouldlikeiceinhisdrink ifapplicable 服务员是否主动问客人是否需要在酒水里加冰 如果可以加冰 43 22 03 2020 PPT课件学习 Werealldrinksservedfromatray是否所有酒水都是通过托盘服务Ifwinebytheglassisordered didthewaiterpresentthebottletotheguestandpourdirectlyfromthebottle如果客人是零点酒水 服务员是否给客人展示整瓶酒并当着客人的面斟酒Didwaiterhandleglassfromsternorbaseatalltime服务员拿杯子的时候是否一直拿着杯颈或杯底Didwaitersupplyandplacedrinksoncoaster服务员是否将杯垫垫在酒杯下面Didwaiterpourdrinkinfrontoftheguest inthecaseofbottled cannedormixeddrinks员工是否当着客人的面倒酒水 无论是瓶装饮料 听装饮料或是混合饮料 44 22 03 2020 PPT课件学习 Werethedrinksservedinthecorrectglassware在服务酒水时 是否使用相应的酒杯Wereglassesclean polishedandfreeofanycracksorchips酒杯是否干净 光亮且无缺口无破损Wasthedrinkappropriatelychilled酒水是否适当地冰镇Inthecaseofamixeddrink wasastirstickprovided若是服务混合饮料 是否提供搅棒Didwaiterautomatecallyoffersnacks服务员是否主动提供小吃Wasthedrysnackbowlfull小吃盘里是否有足够的小吃Didwaitersupplyservietteswithdrysnacks当服务小吃时 是否提供餐巾 45 22 03 2020 PPT课件学习 Inthecaseofshellednutsorolives wasapitbowlprovided当服务坚果或橄榄时 是否使用较深的碗Werevacatedtablespromptlycleared当餐桌空出来后 是否及时翻台Ifinitialdrinkempty didtheemployeetrytomakeeyecontactwiththeguestinordertoofferarefill当第一杯酒水用完后 员工是否关注客人需要续