凯宾斯基服务培训.ppt

1、ServiceTraining 服务培训服务培训Service Standards Kempinski HotelsFine European Traditions来自欧洲的最好的传统Kempinski,the oldest hotel chain in the world,was founded in Germany over one hundred years ago.Since then,Kempinski Hotels have reflected the finest traditions of authentic European hospitality.Represented a

2、ll over the world,Kempinski Hotels symbolize the highest standards wherever they are found.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。Service Standards Kempinski HotelsKempinski hotels are located in the worlds finest cities and resorts.The collection includes hotels

3、 in the grand manner,pace-setting modern establishments and older hotels of individual charm.Regardless of the diversty,all these hotels naturally blend into their surroundings and offer the luxurious accommodaton,superb cuisine and impeccable service that are synonymous with the world Kempinski.凯宾斯

4、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。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,Great Britain,Greece,Hungary,India,Italy,Jordan,Kuwait,Malta,Russian Federation,Republic du Ma

5、li,Spain,Switzerland,Turkey,United Arab Emirates and Uruguay.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，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，阿拉伯和乌拉圭俄国，马里，西班牙，瑞士，土耳其，阿拉伯和乌拉圭Service Standards Kempinski HotelsStandards and Procedures标准和程序Service Standards Kempinski HotelsStandard

6、s Breakfast 早餐标准早餐标准nWas the guest greeted or acknowled immediately upon entering the Restaurant 当客人进入餐厅时，是否问候客人nWas the guest greeted in a friendly and pleasant manner 是否友好礼貌地问候客人nDid host ask if smoking or non smoking was preferred 是否礼貌地问客人是要吸烟区还是非吸烟区nDid the host seat the guest at a fully laid ta

7、ble 咨客是否将客人领到布置好的餐桌nDid the host/waiter remove covers if necessary 咨客/服务员是否撤走多余的餐具nDid host offer orentation to breakfast procedure 咨客是否向客人介绍我们的自助餐Service Standards Kempinski HotelsnDid the waiter offer coffee or tea within 1 1 minuteminute of seating 服务员是否在客人入座后1 1分钟分钟分钟分钟以内询问客人是否需要咖啡或茶nWas coffee

8、served within 1 1 minuteminute and tea within 3 3 minutesminutes 咖啡是否在咖啡是否在1 1分钟分钟以内呈上，而茶以内呈上，而茶在在3 3分钟分钟以内以内nWere coffee/tea served in inidividual pots 是否用单独的器皿装咖啡或茶nWere fruit juices offered within one minuteone minute of seating 是否在客人入座1 1分钟分钟分钟分钟以内提供果汁nDid waiter return to take the order within

9、5 minutes5 minutes of seating 服务员是否在客人入座5 5分钟分钟分钟分钟以内点单nWere cooked items prepared a la carte and served promptly 当客人点单后，菜品是否能及时送到nWas the guest advised if the plate was hot 是否提醒客人盘子很烫nWas the order correct and complete 点单是否正确，完整nDid employee replace cutlery as required 服务员是否按要求及时更换餐具nWas coffee/tea

10、 repienished within 2 minutes2 minutes of cup being empty 当咖啡或茶饮完时，是否在2 2分钟分钟分钟分钟以内续杯Service Standards Kempinski HotelsnDid an employee visit the table to ascertain at any point if service was satisfactory 是否有员工主动询问客人是否满意我们的服务nDid waiter replace ashtray as required 服务员是否按要求更换烟灰缸nUpon leaving the res

11、taurant was the guest thanked 当客人离开酒店时，服务员是否向客人致谢nWas the bill presented in a clean bill folder with hotel hotel penpen 帐单是否和干净的帐单夹以及酒酒酒酒店专用笔店专用笔店专用笔店专用笔一起呈上nWas the bill clearly itemized and correct 帐单是否清楚准确nDid waiter collect payment promptly 服务员是否迅速结帐nDid the waiter return correct change 服务员是否准确找

12、零nIf cash payment,was receipt automatically offered 若客人用现金结帐，是否主动为客人提供发票Bill Presentation 呈递帐单呈递帐单Service Standards Kempinski HotelsThe employee 员工员工nWere all employees wearing clean,pressed and complete uniforms appropriate to the environment 所有员工是否着装整洁并符合酒店要求nWere all employees well groomed,fresh

13、and clean in appearance 是否所有的员工仪容仪表符合规范并精神抖擞nDid all employees in uniform wear name badges 是否所有的员工都佩戴名牌nDid all employees greet and assist guests 是否所有的员工都主动问候客人并为客人提供帮助nWere all employees alert and did they pay attention to detail 是否所有的员工保持高度警惕并注重细节nWere all employees efficient and professional in d

14、emeanour 是否所有的员工工作高效，专业Service Standards Kempinski HotelsProduct Buffet 布菲布菲nWas the buffet attractive in presentation 布菲台是否摆台美观nWere decorations and show pieces present 是否有装饰品和台卡n nWas there a desingnated Was there a desingnated employee to the buffet employee to the buffet(refillin,cleaning)(refil

15、lin,cleaning)是否有指定员工负责布菲台的是否有指定员工负责布菲台的菜品添加及清洁情况菜品添加及清洁情况nWere cooling/refrigertion devices used were applicable 冰箱或其他制冷设备是否正常工作nWere any unidentifiable food or beverage items clearly labelled 不易辨认的菜品或饮料是否都有清晰的标识nWere labels clean 台卡是否干净Service Standards Kempinski HotelsnWere all dishes at least 1/3

16、 full 是否所有的菜品都达到1/3满nWere warmed plates available 是否准备热盘nWere the appropriate service utensils clean and available 餐盘是否干净并充足nWas chef present behind the buffet 是否有厨师在布菲台服务nWas the chef well informed of buffet items 厨师是否对所有菜品了如指掌nDid chef inform guest if plate was hot 如果餐盘很烫，厨师是否告知客人nWas the chef neatly presented in a clean and complete uniform 厨师是否穿戴整洁，符合要求nWas food served at the correct temperature 食物温度是否合适nWere protions of acceptable size 菜品是否分量适中nWas the food cooked as requested 食物是否按客人要求烹饪Se