国际酒店送餐服务SOP

精品文档 1欢迎下载 ROOMROOM SERVICESERVICE ININ ROOMROOM DININGDINING 送餐服务 在房间里用餐 ROOM SERVICE THAT REALLY DELIVERS is a branded marketing programme introduced by BHR ANZSP embracing the BHR AP Room Service Standards See FB 2 18 19 送餐服务是真正的递送服务 是销售的一项程序 在 BHR ANZSP 里有介绍 还有送餐服务的标准 见 FB 2 18 19 SERVICESERVICE TIMESTIMES 服务时间 FB 5 01HIHI Room service must be available for a minimum of three hours for breakfast and dinner and a minimum of three hours for lunch if the restaurant is open for the lunch period The menu must contain a selection of food items suitable for all restaurant meal periods including children s items ANZSP Also see Best 4 Breakfast MS 8 送餐部至少要有 3 个小时的早餐时间和正餐时间 最少要有 3 个小时的午 餐时间 如果餐厅在午餐时间开的 那么菜的种类必须是所有餐厅中可供 选择性的 包括儿童的 ANZSP 见 Also see Best 4 Breakfast MS 8 CPCP Room service must be available at a minimum from 6 00am until 12 midnight The menu must contain a selection of hot and cold items suitable for the morning midday and evening meal periods including children s items A limited menu may be offered for in room dining after the restaurant closes 送餐部的营业时间至少要从早上 6 00 到凌晨 12 00 早上的菜必须要 包括热菜和冷菜的选择 中午和晚上要包括儿童餐 在餐厅停止营业时可 以适当的提供在房间用 I CI C Room service must operate 24 hours per day The menu must contain hot and cold breakfast lunch dinner and supper items 送餐部必须每天 24 小时营业 菜必须要包括热菜和冷菜种类 还有午餐和 正餐及夜宵 ORDER TAKINGORDER TAKING FB 5 11All Hotel and Resort guestrooms will have a breakfast doorknob menu order form that clearly states the collection time The menu may include complete set breakfasts e g Continental Tropical and a la cart selections that must also include local specialties FB 5 12Guests must be offered the choice of submitting the breakfast order form signed or unsigned Some guests may perceive that placing a signed order in the public corridor is an infringement on their privacy or security See Check Procedure 精品文档 2欢迎下载 FB 5 13Telephone will be answered before fourth ring with a clear and friendly script using the guest s name Any calls put on hold will be done so for a maximum of thirty 30 seconds 要在第四声之前并用清晰和友好的声音接听电话 称呼客人的名字 其他 的电话在让客人等候时最多不要超过 30 秒钟 FB 5 14Order taker will be fluent in the local language and English language with a complete knowledge of the menu as well as the item preparations and any daily specials available Order taker must ensure that voice is clear conscious of speed tone volume and clarity 接单员要用流利的方言或者英语来完善点菜的知识 但首先作好点菜的准 备 看些在当天特别的推出 接单员必须 要保证声音的清晰 有意识的 提高速度 音调 分量 明细度 FB 5 15The order taker should take the opportunity to on sell such as offering the guest an additional beverage with lunch and dinner and advise of special promotions such as wine of the month 接单员应该抓住时机来升级销售 像这样 就可以提供给客人在午餐或时 添加额外的饮料 也促进了每月酒的销售量 FB 5 16Off menu requests will be accommodated when possible or an alternative may be offered 如有可能可提供菜 可能是二者选一 FB 5 17 Order is repeated back to customer At this point a desert or coffee should be suggested if not already ordered by the guest 接单员再三充当的是消费者 这样就表明 一份点心或咖啡就可以暗示是 否已经为客人准备好了 FB 5 18Customer will be told how long order will take and orders will be delivered within time quoted by order taker 消费者将会告诉我们多久撤走 接单员在这段时间就注意到什么时候可以 出报价 FB 5 19Room Service orders are delivered within the following scale Tea Coffee Beverage 10 minutes Continental Breakfast 15 minutes Low calorie and full breakfast 20 minutes Lunch 25 minutes Dinner 25minutes Snacks 20 minutes 送餐部的接单员递货期间内应做到以下几点 茶 咖啡 饮料 10 分钟 欧式早餐 15 分钟 低热量的卡里路和丰富的早餐 20 分钟 午餐 25 分钟 正餐 25 分钟 快餐 20 分钟 精品文档 3欢迎下载 FB 5 20HI HI Delivery must be within thirty 30 minutes of the request or the meal will be provided free of charge unless the guest is told at the time of order that delivery will take more than thirty minutes In these instances the guest must be told how long the delivery will take and delivery must be in the specified time period If delivery does not occur in the specified time period the meal will be provided free of charge 客人 的请求或是若免费的食物要在 30 分钟 之内递送 除了客人告诉我们 递送的时间以至于 可以超过 30 分钟 像这些实例 客人必须告诉我们什 么时候可以撤走 在递送时必须详细列入清单 如果在递送时发现没有列 入清单 食物将会是免费的 CP CP Delivery must be within thirty 30 minutes of the request or the meal will be provided free of charge unless the guest is told at the time of order that delivery will take more than thirty minutes In these instances the guest must be told how long the delivery will take and delivery must be in the specified time period If delivery does not occur in the specified time period the meal will be provided free of charge 客人 的请求或是若免费的食物要在 30 分钟 之内递送 除了客人告诉我们 递送的时间以至于 可以超过 30 分钟 像这些实例 客人必须告诉我们什 么时候可以撤走 在递送时必须详细列入清单 如果在递送时发现没有列 入清单 食物将会是免费的 I C I C Delivery must be within thirty 30 minutes of the request or the meal will be provided free of charge unless the guest is told at the time of order that delivery will take more than thirty minutes In these instances the guest must be told how long the delivery will take and delivery must be in the specified time period If delivery does not occur in the specified time period the meal will be provided free of charge In case of delay order taker supervisor will contact the customer and apologize for delay inform new estimated time of order arrival and thank customer for patience Order will be expedited 客人 的请求或是若免费的食物要在 30 分钟 之内递送 除了客人告诉我们 递送的时间以至于 可以超过 30 分钟 像这些实例 客人必须告诉我们什 么时候可以撤走 在递送时必须详细列入清单 如果在递送时发现没有列 入清单 食物将会是免费的 像这样的情况 文员或是主管将立即联系客人并致以歉意 确认重新的时 间为客人点菜 并感谢客人的忍耐性 接单员并迅速上重新的菜 FB 5 21Customer will be thanked for order by using the customer s name and confirming room number 客人会因为员工能用客人的名字称呼他 她 并能记住自己的房号而感 到高兴 精品文档 4欢迎下载 FB 5 22Standard photographs of all dishes and tray and trolley set ups will be displayed prominently in Room Service area and adhered to 在器皿和碟子上设置的标准的图案将显著的展现出送餐的服务区域或忠诚 ORDERORDER OFOF SERVICESERVICE 接单员服务接单员服务 FB 5 31Server will ensure tray trolley is complete comparing against check and adding condiments prior to leaving room service area 服务员将确保盘子或手推车来完成并检查是否有误和在 离开送餐服务区域前增加调味品 Crockery and cutlery should be checked to ensure they match specifications and are all the same style 要检查所有的陶瓷和餐具确保他们的规格和所有的风格是否相称 Cleanliness of trolley and hot cabinet to be checked 清洁盘子和带有格子花纹的热橱柜 I C I C Presentation will include fresh flower Lunch and dinner service will include mints or petit fours 介绍并包括鲜花 午餐和正餐服务将包括铸造和没有价值的 FB 5 31Server will use service lift not guest lifts 服务员于服务电梯 而不是的客梯 FB 5 32Server will knock or ring doorbell and announce Room Service Server will wait ten seconds and then knock or ring again 服务将锁上或响门铃以及通知送餐 服务将等待 10 秒钟然后锁上并再次响 门铃 FB 5 33In case of no response server will call customer s room from nearest telephone and inform guest that order is ready for delivery 像这样没有反映 服务员从最近的电话打电话给客人与客人确定接单员将 为你准备递送 FB 5 34HI HI Food must be delivered at the proper temperature served with appropriate plate covers Plastic wrap foil is not permitted for a main course 食物递送必须要有适当的温度 服务员要用适当的盘子盖上 塑胶外套不 允许有自己的做法 CP CP Food must be delivered at the proper temperature served with appropriate plate covers Plastic wrap foil is not permitted for a main course 食物递送必须要有适当的温度 服务员要有适当的盘子盖上 塑胶外套不 允许有自己的菜 精品文档 5欢迎下载 I C I C Food must be delivered at the proper temperature served with appropriate plate covers Plastic wrap foil is not permitted on any course or beverage A hot cabinet should always be used for hot food 食物递送必须要有适当的温度 服务员要有适当的盘子盖上 塑胶外套不 允许有自己的菜或是饮料 热的橱柜应该总是放些热食物 FB 5 35Server will wait for customer to open door then greet customer in a friendly manner using customer s name and making eye contact 服务员应该等待客人开门 然后用友好的方式 称呼客人的名字 和目光 接触的问候客人 FB 5 36If newspaper is outside the door server will place this on tray trolley 如果报纸在门外 服务员应该将它放在盘子或手推车上 FB 5 37If Do Not Disturb sign is in place the server should follow the standard delivery procedures When customer answers the door the server will acknowledge the room service request is being honoured over the Do Not Disturb signage in the event that the guest forgot to remove the Do Not Disturb sign 如果放置了 请勿打扰 服务员标准的程序递送 当客人回应了 服务器就说是送餐服务以至与受打扰 让客人忘记了移动 请勿打扰 的牌子 FB 5 38Server will ask customer where they would like the tray trolley placed and chair s should be laced in the appropriate position 服务员要问客人喜欢把盘子和手推车放置在什么地方 椅子也要放到适当 的位置 FB 5 39Server will offer to pour coffee tea beverage 服务员也要提供灌注咖啡 茶和饮料 FB 5 40If using trolley with hot cabinet 如果用热橱柜里的手推车 If meal consists of cold starter and main course server will offer to remove hot food from hot cabinet plate warmer If declined attention will be drawn to hot equipment and server will extinguish heat source Sterno and remove it from the room Server will remove cover from starter If meal consists of main course only server will remove plate cover when plate is set in place FB 5 41Glass covers stan caps wrap will be removed from filled glasses FB 5 42Wine will be presented opened and poured Beer will be opened and poured 酒将作为赠品 公开和灌注 啤酒将作为公开和灌注 精品文档 6欢迎下载 FB 5 43Guest will be asked if anything else is required At dinner service the server should ask the guest if they would like their breakfast doorknob order taken to Room Service 如果有任何的需要客人将会问 在正餐服务时 服务人员应该问客人是否 需要在他们的早餐时有人把手并叫送餐服务 FB 5 44Ice buckets in VIP rooms with bar set up are to be replenished before 18 00 hrs daily with lemon slices nuts etc 每天 18 00 之前要为 VIP 客人房间里的吧补充冰桶 柠檬薄片 坚果等 CHECKCHECK PROCEDUREPROCEDURE 检查程序检查程序 FB 5 51Check will be presented in a clean check presentation folder with a branded pen 检查将在一个很干净的介绍文件夹里用钢笔填写赠品 FB 5 52 Folder will be opened when presenting to guest 将有增品给客人的时候就将打开文件夹 FB 5 53Customer name and room number will be pre written requiring only the customer s signature 记下客人的名字和房号 需求要客人的签名 FB 5 54Check should clearly indicate whether service charge gratuities are inclusive or not in English and local language 用英语和当地的方言指出 查应该干净是否需要服务费 是否包括增品 FB 5 55Cash should not be accepted as payment unless customer wishes 除了客人的请求 否则在付帐时不接受现金 FB 5 56If doorknob menu has been signed by customer check will not be presented 如果客人已经填写好门把手菜单 不要当面检查 TROLLEYTROLLEY TRAYTRAY COLLECTIONCOLLECTION 手推车手推车 盘子的收藏盘子的收藏 FB 5 61Server will wish customer a pleasant a day evening and inform customer about tray trolley collection 服务员希望客人能有愉快的一天 夜晚并确定客人的盘子和手推车的珍藏情 况 FB 5 62Server will inform Manager Supervisor of room number which will be noted with collection instructions from guest 服务员还将确认经理 主管的房号 从客人那里得知收藏指令哪个是著名的 FB 5 63HI HI Soiled trays must be picked up immediately upon request Guest corridors are to be regularly checked for trays trolleys at maximum two hour intervals 污染的盘子应该在客人需求之前立即拿走 在客人的走廊上应该检查是否 有规律的摆放盘子 手推车 最多不能超过两个小时没有 CP CP Soiled trays must be picked up immediately upon request 精品文档 7欢迎下载 Guest corridors are to be regularly checked for trays trolleys at maximum one hour intervals 污染的盘子应该在客人需求之前立即拿走 在客人的走廊上应该检查是否 有规律的摆放盘子 手推车 最多不能超过两个小时没有 I C I C Soiled trays are to be picked up immediately upon request Guest corridors are to be regularly checked for trays trolleys at maximum one hour intervals 污染的盘子应该在客人需求之前立即拿走 在客人的走廊上应该检查是否 有规律的摆放盘子 手推车 最多不能超过两个小时没有 FB 5 64Server will collect trays trolleys and return