饭店服务培训教程(ppt 61页)

1、Part II Housekeeping Department I. Introduction: 1. The importance of the Housekeeping Department Backbone of a hotel, to get the rooms clean and in good order for the Front Office to sell.,Without the Housekeeping Department, a hotel cannot operate. 2.The main duties of the Housekeeping Department:

2、 To keep the cleanliness and good order of all rooms in the hotel;,To coordinate the work closely with the Front Office; To compile a bed occupancy list, room status report two or three times a day; To store/sort/check/issue/repair all the linens ; To provide laundry service; To provide room service

3、.,Staff in the Housekeeping Department: Chamber maids to do the actual cleaning of the guest rooms. Housemen to deal with the heavy work, such as the moving of the furniture or heavy linen baskets and trolleys.,Linen-room attendants to store/sort/check/issue/repair all the linens Supervisors to chec

4、k rooms to see if they are let or vacant; to check that all furniture and furnishings are in good order and repair. Housekeepers to allocate and supervise all the work of the staff.,4. Situational conversations: 4.1 Guiding to Rooms 4.2Chamber Service 4.2.1. Making up the Room 4.2.2. Cleaning the Ro

5、om 4.2.3. The Turn-down Service 4.2.4.Room Service 4.2.5. Laundry Service,4.2.6. Wake-up Call Services 4.2.7. Baby-Sitting Service 4.2.8.Maintenance Service 4.2.9. Shopping for the Guest on Request 4.2.10. Offering Extra Service 4.2.11. Shining Shoes 4.2.12. Dealing with Complaints,(1) Complaining a

6、bout Facilities (2) Complaining about Service 4.2.13 Damage Problems Part III Food and Beverage Department I. Introduction: Importance of this department : brings in more income than room rentals in many large hotels,Different sections include: Restaurant, grill room, snack bar, lounge bar, cafeteri

7、a, coffee shop, room service ,lounge service and banqueting Good “dishes”: good cooking + good knowledge and skill, a cordial smile, plenty of courtesy, sincere effort and efficiency of the staff Motto: Reputation first, customer foremost,II. Useful expressions: food and beverage service (餐饮服务)，gril

8、l room(扒房,烤肉房)，cafeteria (自助餐厅)，snack bar(快餐部), lounge bar(休息厅酒吧)，group cohesiveness (集体配合)，good cooking (美食烹饪)，to have a love for ones job(热爱本职工作)，,high quality service(优质服务)，reputation first, customer foremost(信誉第一，顾客至上)，kitchen waiter(走菜员)，expediter (催菜员)，high quality service(优质服务)，reputation fir

9、st, customer foremost(信誉第一，顾客至上)，kitchen waiter(走菜员)，expediter (催菜员)，,fried eggs: sunny-side up（一面煎鸡蛋），easy over(两面煎鸡蛋），poached egg(水煮鸡蛋)，scrambled egg (炒蛋)，boiled egg (煮鸡蛋带壳的)，tea-flavored egg (茶叶蛋)。 III. Discussion 1. How would you define “ high quality service”? 2. Where lies the basis of “ high

10、quality service”? 3. How could one realize the ideal expressed in the motto?,Unit 1 At the Bar I. Useful patterns for bartenders Whats your pleasure this evening, Sir? What can I get for you? What can I prepare for you? What can I offer you? -Your usual, sir?（=Would you like your usual drink, sir?）,

11、The same again, sir? Your beer sir, enjoy your drink. A night-cap before retiring, sir? I have another waiting on ice for you. (我这里已经为您准备好了另一杯。) Here is the drink /wine list. Would you like another drink？ Another beer, Mr. Wood? Maotai is a kind of Chinese spirit.,Would you prefer red, white or rose

12、 wine? Sweet or dry? What would you like to drink? We have variety of wines and liquors, Which kind do you prefer? What about Maotai, one of the most famous liquors in China? It never goes to the head.,Another Scotch on the rocks/with ice/without ice/straight away? Here you are, sir. Enjoy your drin

13、k. Ill make you another on the house.(when drink spills) Would you care for something a little stronger？,May I suggest a sweet Martini Cocktail? If you prefer something milder, there is Shaoxing rice wine. Its a real Chinese specialty in South China. II. Drinks Spirits (烈酒)，brandy(白兰地：Hennessy, Bisq

14、uit 百事吉，Remy Martini 人头马，Napoleon), cocktail, Gin Fizz( 金酒菲士)，,Bloody Mary (血玛利)，Bourbon (波本威士忌), Pink Lady (红粉佳人)，Pousse caf (普施 啡，彩虹酒), Vermouth (苦艾酒), etc IIISituational Dialogues 1) Bar Service,Liqueur Service At the bar Have a Chinese cocktail How about one for the road? Saying “No” to guests T

15、alking about Mixing a Cocktail,Unit 2 At the Restaurant I. Making Reservation 1) Useful Patterns: a party of ten Please put me as close as possible to the stage. Could you please arrange to have some roses on the table?,What time do you open this evening? We open at 7:00 and we take orders at 11:30

16、am. What kind of dishes would you like to order? A table of Cantonese dishes Ill have everything arranged for you.,2) Situational Dialogues I. Order for a banquet II. Receiving the Diners 1) Useful patterns Have you a reservation? Could you follow me, please. Could you come with me, please?,Will thi

17、s table be all right? Would you like to sit near the window? You may sit where you like. Im sorry this table is already reserved. The tables by the window are all occupied.,Your table is ready now. You may have a drink /sit/ wait/in the lounge if you like and well call you when we have a table. Im s

18、orry, the restaurant is full now. We can be able to seat you in 20 minutes.,2) Menu a) Ways to write dishes: Ingredients/modifiers+ main dishes: Hunan Flower Steak(碧蓝牛排)，Aromatic Chinese Eggplant( 五味茄), Sweet and sour pork(甜醋肉)； Main dishes + ingredients/garnish: Lobster with chili sauce(干烧龙虾），Shred

19、ded pork with garlic sauce (鱼香肉丝），,Pork with mushrooms Decisive factor: management;,Functions of management: 1.planning: to make a goal to achieve both social and economic effects; 2. organizing: to determine what organization structure should be; 3. staffing: to find what kind of people we need, wh

20、en we need them and how to train them;,4. leading: to discuss how most efficiently to lead and direct them; 5. controlling : to control in accordance with the furnished structures the basic aim of a hotel: to create a home away from home for all traveling guests.,II. Hosting Guests i. Welcoming spee

21、ch ii. Farewell speech III. Sales promotion i. Making an appointment - who you want to meet? - For what purpose? - When and where to meet? ii. Talking about hotel reservations - useful expressions: room rates and terms for groups, a copy of tariff, the peak season, the shoulder season, the low season, preferential rates, negotiable