饭店服务课件.ppt

PartIIHousekeepingDepartmentI Introduction 1 TheimportanceoftheHousekeepingDepartmentBackboneofahotel togettheroomscleanandingoodorderfortheFrontOfficetosell WithouttheHousekeepingDepartment ahotelcannotoperate 2 ThemaindutiesoftheHousekeepingDepartment Tokeepthecleanlinessandgoodorderofallroomsinthehotel TocoordinatetheworkcloselywiththeFrontOffice Tocompileabedoccupancylist roomstatusreporttwoorthreetimesaday Tostore sort check issue repairallthelinens Toprovidelaundryservice Toprovideroomservice StaffintheHousekeepingDepartment Chambermaids todotheactualcleaningoftheguestrooms Housemen todealwiththeheavywork suchasthemovingofthefurnitureorheavylinenbasketsandtrolleys Linen roomattendants tostore sort check issue repairallthelinensSupervisors tocheckroomstoseeiftheyareletorvacant tocheckthatallfurnitureandfurnishingsareingoodorderandrepair Housekeepers toallocateandsupervisealltheworkofthestaff 4 Situationalconversations 4 1GuidingtoRooms4 2ChamberService4 2 1 MakinguptheRoom4 2 2 CleaningtheRoom4 2 3 TheTurn downService4 2 4 RoomService4 2 5 LaundryService 4 2 6 Wake upCallServices4 2 7 Baby SittingService4 2 8 MaintenanceService4 2 9 ShoppingfortheGuestonRequest4 2 10 OfferingExtraService4 2 11 ShiningShoes4 2 12 DealingwithComplaints 1 ComplainingaboutFacilities 2 ComplainingaboutService4 2 13DamageProblemsPartIIIFoodandBeverageDepartmentI Introduction Importanceofthisdepartment bringsinmoreincomethanroomrentalsinmanylargehotels Differentsectionsinclude Restaurant grillroom snackbar loungebar cafeteria coffeeshop roomservice loungeserviceandbanquetingGood dishes goodcooking goodknowledgeandskill acordialsmile plentyofcourtesy sincereeffortandefficiencyofthestaffMotto Reputationfirst customerforemost II Usefulexpressions foodandbeverageservice 餐饮服务 grillroom 扒房 烤肉房 cafeteria 自助餐厅 snackbar 快餐部 loungebar 休息厅酒吧 groupcohesiveness 集体配合 goodcooking 美食烹饪 tohavealoveforone sjob 热爱本职工作 highqualityservice 优质服务 reputationfirst customerforemost 信誉第一 顾客至上 kitchenwaiter 走菜员 expediter 催菜员 highqualityservice 优质服务 reputationfirst customerforemost 信誉第一 顾客至上 kitchenwaiter 走菜员 expediter 催菜员 friedeggs sunny sideup 一面煎鸡蛋 easyover 两面煎鸡蛋 poachedegg 水煮鸡蛋 scrambledegg 炒蛋 boiledegg 煮鸡蛋带壳的 tea flavoredegg 茶叶蛋 III Discussion1 Howwouldyoudefine highqualityservice 2 Whereliesthebasisof highqualityservice 3 Howcouldonerealizetheidealexpressedinthemotto Unit1AttheBarI UsefulpatternsforbartendersWhat syourpleasurethisevening Sir WhatcanIgetforyou WhatcanIprepareforyou WhatcanIofferyou Yourusual sir Wouldyoulikeyourusualdrink sir Thesameagain sir Yourbeersir enjoyyourdrink Anight capbeforeretiring sir Ihaveanotherwaitingoniceforyou 我这里已经为您准备好了另一杯 Hereisthedrink winelist Wouldyoulikeanotherdrink Anotherbeer Mr Wood MaotaiisakindofChinesespirit Wouldyoupreferred whiteorrosewine Sweetordry Whatwouldyouliketodrink Wehavevarietyofwinesandliquors Whichkinddoyouprefer WhataboutMaotai oneofthemostfamousliquorsinChina Itnevergoestothehead AnotherScotchontherocks withice withoutice straightaway Hereyouare sir Enjoyyourdrink I llmakeyouanotheronthehouse whendrinkspills Wouldyoucareforsomethingalittlestronger MayIsuggestasweetMartiniCocktail Ifyouprefersomethingmilder thereisShaoxingricewine It sarealChinesespecialtyinSouthChina II DrinksSpirits 烈酒 brandy 白兰地 Hennessy Bisquit百事吉 RemyMartini人头马 Napoleon cocktail GinFizz 金酒菲士 BloodyMary 血玛利 Bourbon 波本威士忌 PinkLady 红粉佳人 Poussecaf 普施啡 彩虹酒 Vermouth 苦艾酒 etcIII SituationalDialogues1 BarService LiqueurServiceAtthebarHaveaChinesecocktailHowaboutonefortheroad Saying No toguestsTalkingaboutMixingaCocktail Unit2AttheRestaurantI MakingReservation1 UsefulPatterns apartyoftenPleaseputmeascloseaspossibletothestage Couldyoupleasearrangetohavesomerosesonthetable Whattimedoyouopenthisevening Weopenat7 00andwetakeordersat11 30am Whatkindofdisheswouldyouliketoorder AtableofCantonesedishesI llhaveeverythingarrangedforyou 2 SituationalDialoguesI OrderforabanquetII ReceivingtheDiners1 UsefulpatternsHaveyouareservation Couldyoufollowme please Couldyoucomewithme please Willthistablebeallright Wouldyouliketositnearthewindow Youmaysitwhereyoulike I msorrythistableisalreadyreserved Thetablesbythewindowarealloccupied Yourtableisreadynow Youmayhaveadrink sit wait intheloungeifyoulikeandwe llcallyouwhenwehaveatable I msorry therestaurantisfullnow Wecanbeabletoseatyouin20minutes 2 Menua Waystowritedishes Ingredients modifiers maindishes HunanFlowerSteak 碧蓝牛排 AromaticChineseEggplant 五味茄 Sweetandsourpork 甜醋肉 Maindishes ingredients garnish Lobsterwithchilisauce 干烧龙虾 Shreddedporkwithgarlicsauce 鱼香肉丝 Porkwithmushrooms winterbambooshoots 双冬肉片 Dicedporkwithbeanpaste 炸酱肉丁 Cookingstyle maindishes garnish ingredients braisedchickenwithchestnuts 栗子红烧鸡 friedmandarinfishinsweetandsoursauce 糖醋桂鱼 braisedporktendons 红烧蹄筋 steamedporkwithpeanuts 花生蒸肉 b Somefrequentusedcookingterminologyfry 炒 stew 炖 braise 焖 bake roast toast 烤 instant boil 涮 ass 烩 simmer 煨 smoke 熏 barbecue 烧烤 seasoned 加调味佐料的 spiced 加香料的 salted 盐腌的 c Somefrequentusedspice seasoningandedibleoilmonosodiumglutamate MSG 味精 curry 咖哩 ginger 生姜 vinegar 醋 beanpaste 豆瓣酱 cookingoil edibleoil 食用油 mustard 芥末 soysauce 酱油 oystersauce 蚝油 saladoil 色拉油 flavoring 香料 staranise aniseed 八角 garlic 大蒜 starch 淀粉 chilioil 辣油 d Someofthefamousdishes dicedchickenwithhotpepper 宫保鸡丁 spicybeancurd 麻辣豆腐 twice cookedporkslices 回锅肉 crispricewithslicedmeat 锅巴肉片 smokedduckflavoredwithtealeaves 樟茶鸭 braisedsnakeheadwitheggs 烩乌鱼蛋 Dezhoubraisedchicken 德州扒鸡 wholewintermelonsoup 冬瓜盅 roastsucklingpig 烤卤猪 blanchedchicken 白切鸡 meatballsbraisedinbrownsauce 红烧狮子头 bagger schicken 叫化鸡 sautedshrimpsandcrabmeat 虾蟹两鲜 etc 3 SituationalDialoguesa FindingaTableb AcomplaintaboutthediningroomIII Takingorders1 Usefulpatterns Areyoureadytoorder Wouldyouliketoordernow Haveyoudecidedwhatyou dlike MayItakeyourorder Whatwouldyouliketohave Wouldyoucareforsome beforedinner Wouldyoulikesomethingtodrink Whatkindoffoodwouldyoulike Whatwouldyoulikewiththat Today we vegot Today sspecialis Thechef sspecialtyis We vegotachoiceof I msorry wehaven tgotany Howwouldyoulikeit Iwouldrecommend suggestsome It sverydelicious Youmightlikesome Sichuanfoodisdeliciousandworthatry Deviledcrabisalwaysafavorwithourcustomers 2 SituationalDialoguesOrderforaBanquetRecommendingSichuanDishes IV ServingDishesChineseBanquet2 Roomservice westernfood 3 BuffetV Atthecoffeeshop westernfood 1 Usefulpatterns Wouldyouliketeaorcoffee Howwouldyoulikeyoureggs easyover friedover sunny sideup boiledegg poachedegg scrambledegg WouldyoulikecontinentalbreakfastorAmericanbreakfast Whatwouldyouliketodrink have Howaboutsomethingtoeat Hereisthebill Yourcheck madamWhenwouldyoulikeyourcoffee Wemightnotservethisrefreshmenttoday 2 SituationalDialogues ChineseBreakfast WesternBreakfast 1 BritishBreakfast juice congees bread eggs Juice Tomatojuice Prunejuice Applejuice FreshorangejuiceorFreshgrapefruitjuice Congees PorridgeorCerealsofyourchoiceBread Freshbreakfastrolls Hotcroissants orToastservedwithButter Marmalade HoneyorJam Eggs TwoeggscookedasyouwishwithBacon Sausage MushroomorGrilledtomato Drink Tea CoffeeorMilk2 AmericanBreakfast Juice eggs bread drink Juice Tomatojuice Prunejuice Applejuice FreshorangejuiceorFreshgrapefruitjuice Bread Freshbreakfastrolls Hotcroissants orToastservedwithButter Marmalade HoneyorJam Eggs TwoeggscookedasyouwishwithBacon Sausage MushroomorGrilledtomato Drink Tea CoffeeorMilk 3 ContinentalBreakfast Juice bread drink Juice Tomatojuice Prunejuice Applejuice FreshorangejuiceorFreshgrapefruitjuice Bread Freshbreakfastrolls Hotcroissants orToastservedwithButter Marmalade HoneyorJam Drink Tea CoffeeorMilk Tabled hotemenuIChilledvegetableandshrimpcocktail 蔬菜虾仁杯 Plaicewithgreenbeanorpea 鲳鱼配刀豆或豌豆 Soupoftheday 今日特制汤 Applepiewithcreamorrollsandbutter 奶油苹果馅饼或面包与奶油 CoffeeorTea 咖啡或茶 Tabled hotemenuII 公司菜菜单 Creamoftomatoandgin 酒香奶油番茄汁 Lambchopswithboiledpotatoesorpea 羊排配水煮土豆或豌豆 Frenchonionsoup 法式洋葱汤 BlackforestcakeorCheesesandfruits 黑森林蛋糕或奶酪与水果 TeaorCoffee VI SpecialService1 Usefulpatterns Excuseme butcouldyoutellmewhatthetroubleis I msorrytolearnthat Whenandwheredidyoulastseeit Wouldyoupleasedescribeitforme Itisrareforthingstodisappearinourrestaurant Isanythingwrong madam Idoapologizeforthisunfortunateincident Wehaveaselectionofvegetariandishes Weguaranteethemeatispurebeef Ourrestaurantcatersforvariousreligions Weofferspecialmenusfordifferentdiets Willtherebeanyspecialdietaryrequirement We llsatisfyallourguestswhatevertheirreligionorstateofhealthmaybe 2 SituationalDialogues LookingforsomethingmissingServingMoslemsVII Complaints1 UsefulpatternsI msorry madam Theremustbesomemistake Idohopeyouwillacceptourapologies I msorrytohavecausedyousomuchtrouble butI llmanagetosolvetheproblembeforelong I llmakeanoteofthat sir Everythingwillbetakencareof I llreportittothemanagerandwe llinvestigateitassoonaspossible I mterriblysorryaboutthat sir Wehavebeenkeptunusuallybusythisevening Sorry madam Icangiveyousomethingelseifyou dlike That llbeonthehouse ofcourse Weappreciateyourunderstandingverymuch Thankyou I lltakeitbackifyoudon tlike Perhapsyouwouldliketochooseanotherwineinstead sir Wouldyoumindsteppingasideandexplaintomewhatexactlyhappened I llgetthemanagerforyou ButI mafraidthathe llsaythesame Wehaveveryclearinstructionsaboutitandwemustfollowthem Ifyouwaitamoment I llaskourmanagertocomeanddealwithyourrequest 2 HowtohandlecomplaintsListencarefullyandpatiently don tcommentwhetherthecomplaintisreasonablenot Apologizetothecustomerfortheproblemsorinconvenience Explainwhytheproblemsoccurred Takepromptactionstosolvetheproblem Thanksthecustomerforunderstandingandcooperation Assurethecustomerthesamethingwon thappenagainnexttime Wishthecustomertohaveagoodtimeinyourrestaurant 3 SituationalDialogues ComplainingaboutStaleFoodComplainingaboutSlowServiceMisservingVIII WaysofPaying1 Usefulpatterns Check please Bringmethebill please Keepthechange please Certainly Onemoment please Hereisyourbill madam Wouldyousignhere sir PleasewaitamomentwhileIcorrectthebill I msorrybutwearenotallowedtoacceptpersonalchecks We realwaysgladtoserveyou Youarealwayswelcome ThemaincreditcardsacceptedbythehotelsinChina AmericanExpress 美国运通卡 DinersClub 美国大来卡 FederalCard 香港发达卡 GreatWall 中国长城卡 Visa 美国东美卡 MasterCharge 美国万事达卡 JGB 日本信贩卡 PartIVHotelManagementI IntroductionTeamwork employeesmustbecooperativewithoneanotherandloyaltothemanagement Decisivefactor management Functionsofmanagement 1 planning tomakeagoaltoachievebothsocialandeconomiceffects 2 organizing todeterminewhatorganizatio