酒店宴会服务标准.ppt

酒店宴会服务标准.ppt

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CONTENT-4of6内容简介19.TowelService上毛巾20.BeverageService上饮料21.WineTemperature葡萄酒温度22.WinebytheGlass杯卖葡萄酒23.WinebytheBottle瓶卖葡萄酒24.Coffee&TeaService咖啡及茶水服务标准F&BF&BCorePracticesCorePractices餐饮部核心规范餐饮部核心规范3.Restaurants,3.Restaurants,Bars&Bars&LoungesLounges餐厅餐厅,酒吧酒吧,酒廊酒廊CONTENT-5of6内容简介25.Servingitemsordered服务所点菜式26.RefoldingofNapkins整叠口布27.Refill&Clearing补充及清理28.SupplementalOrders补单29.ServiceDelays服务延误30.GuestSatisfaction客人满意度F&BF&BCorePracticesCorePractices餐饮部核心规范餐饮部核心规范3.Restaurants,3.Restaurants,Bars&Bars&LoungesLounges餐厅餐厅,酒吧酒吧,酒廊酒廊CONTENT-6of6内容简介31.Ashtrays烟灰缸服务标准32.PresentingtheBill呈现帐单33.Payment付款34.LeavingtheTable离台35.BiddingFarewell送别客人F&BF&BCorePracticesCorePractices餐饮部核心规范餐饮部核心规范3.Restaurants,3.Restaurants,Bars&Bars&LoungesLounges餐厅餐厅,酒吧酒吧,酒廊酒廊Tablesareset-upaccordingtothereservationsmade.Specialrequirementsareprepared,dietaryrequestsarecommunicatedtotheculinaryteamwellinadvancepriortothestartofservice.Specialsetmenusarecheckedinspellingandaccordingtotheguestsrequest.*根据预定设置餐桌,提前与厨师沟通客人的特别要求.特殊菜单符合宾客的需求,无拼写错误.PICTUREPhotooftableset-uparrangementwithChampagneinacoolertable-sideandmenusonthetable1.TableSet-Up设台Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊SideandServiceStationsareclean,arrangedandwellequippedwithsufficientmise-en-place.Soiledplatesareremovedimmediatelyandpilingupofdishesshouldbeavoidedthroughouttheserviceperiod.*服务台保持整洁，准备足够的用具。

用过的盘子及时收走。

2.Servicestation服务操作台Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Teamleadersareclearlyassignedtotheirstationsandareinchargetohandleordersanddeliveryofmenuitemsasperservicestandardsset.Theyaretheonlyonestakingordersorrespondingtoanysupplementalguestrequeststoavoidthatguestsapproachedseveraltimesforthesamerequest.*主管需了解所分配到的区域,按照每个服务标准负责点单及菜单的传递。

只有主管才能给客人点单或回应客人其他要求,以免让客人重复为同一个问题寻求帮助。

PICTURETeamleaderinstation3.StationAssignment区域分配Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Ahostessisalwaysattherestaurants/barsentrance.保持一名领位员在餐厅/酒吧入口处.4.Hostess领位台Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Allguestsareimmediatelyacknowledgedonarrivaltotherestaurantorbarwithawarmsmile,appropriateeyecontact,withtheChinesegreeting（accordingtothetimeoftheday）,usingtheguestsname（whenknown）andbywelcomingtotheoutlet.*客人到达后面带微笑用中文给予及时的问候,保持适当的眼神接触.“NihaoMr.Smith.WelcometoYiCaf.”*“你好李先生，欢迎来到怡咖啡。

”5.Greeting与客问候Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊AllGuestsareaskediftheyhavemadeareservation（exceptforbreakfast）whenarrivingattheoutletandaskedforthenameunderwhichthebookingwasmade.*宾客到达餐厅后询问客人是否有预定（早餐除外）,和预定人姓名.“Didyoumakeareservationwithus?

MayIhaveyournameplease?

”*请问你有预定吗?

请问您贵姓?

6.AskingforReservation询问预定情况Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Iftheguestsdidnothaveareservation,askforseatingpreferencesandassigntableaccordingly.Besttablesareassignedforsinglediners.*如果客人没有事先定位,要询问客人对座位的喜好,为单独用餐的宾客准备最佳的位置.“Sir/Madam,wouldyouprefersmokingornon-smoking?

”*请问您喜欢在吸烟区/非吸烟区入座?

7.SeatingPreferences座位喜好Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Assistguestsalwayswithcoatsandbags.Firstattendtodisabled,elderly,ladiesandchildren,thentomen.*为客人摆放大衣和随身物品,并首先为残疾人士,老年人,女士及儿童服务.“MayIhelpyouwithyourcoat/bag,Sir,Madam?

”*我可以帮您吗?

（外套或包）8.AssistingwithCoats辅助存放大衣Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Iftheguestshavemadeareservationbutthetablewillnotbereadywithin10minutespastthereservedtime,guestsareofferedacomplimentarydrinkatthenearbybar,loungeorseatingarea.*如果客人已经事先预定而餐桌在10分钟之内不能准备好,我们必须安排客人在临近的酒廊稍作休息并提供免费饮品.“Mysincereapologiesthatyourtableisnotreadyyet.MayIofferyouadrinkatthebarwhileyouarewaiting?

”*非常抱歉,您的座位暂时还未准备好,您介意在我们酒吧先喝杯饮料吗?

9.NoTablesavailable餐厅客满Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Iftherewasnoreservationmade,colleaguesshouldinformtheguestonanestimatedtimewhenthenexttablebecomesavailableorofferanalternatediningvenue.*客人如果没有事先预定而我们暂时没有空桌,必须告知客人大致的等候时间或给予其他餐厅的信息和建议.“Thereisatableavailablearound9:

00pm.Wouldthatbealrightforyou?

/MayIofferyouoneofourotherdiningvenues?

”*您大约要等到九点钟,请问有问题吗?

/我可以为您建议其他的餐厅吗?

9.NoTablesavailable餐厅客满Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Allguestsareescortedtotheirtableinagraciousandefficientmanner.Colleaguesacknowledgeandgreetguestsbysteppingbackwithgraceinordertoallowgueststopassby.Donotwalktoofastandmakesurethatguestsarefollowing.*将客人引领至座位.员工应稍稍退后让客人经过,不要步伐太快,确保客人能看到并跟随.“ThisWayplease,Mrs.Smith.”*李先生,这边请.10.Escorting带位Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Colleaguestoensurethatguestswillonlybeseatedatfullypreparedtables.Uponthearrivalatthetable,colleagueswillaskfort