五星级酒店餐厅服务程序(精品)

CROWNECAFESOP咖啡厅服务程序１、如何开餐HOWTOOPENTHERESTAURANTSTEPSHOW/STANDARDSTRAININGQUESTIONS1)Stafftobereadyforduty.员工准备当值Staffmustbeontimetocometoworkwithsmile,cleanuniformandwellgroomed.员工必须保持服装整洁、面带微笑，并准时到岗。1.Whyshouldthestaffbeontime?为什么要员工准时到岗？1.Whyshouldthestaffbewellgroomed?为什么员工要有好的仪容仪表？2)Openingtherestaurant.餐厅开始营业PickupkeysfromtheSecurityDepartment,openthedoorandturnonthelight.从保卫部领取钥匙，开门并开灯。3)Checkthemaintenance.维修检查Tousechecklisttochecktherestaurant,tableandchair’scondition.使用检查表，检查餐厅包括台椅是否破损。1.Whyshouldtherestaurantbechecked?为什么要检查餐厅？１、如何开餐HOWTOOPENTHERESTAURANT4)Checkthecleanlinessandsetup检查卫生和摆台Checkallset-upsintheoutlet:Tableset-upincludesflower,glasses,cutleries,chinaware,napkin,ashtray,floorcrumpandsalt&peppershakerifapplicable.检查所有的摆台，桌面鲜花、杯具、餐具、瓷器、餐巾、烟灰缸、地面清洁、盐和胡椒瓶准备等等。ExchangedirtylinensattheHousekeeping’slinenroombasedonatrolleyexchangesystem“oneforone”.(See“ChangetheLinen”SOP:0029-GEN-012005)以一换一的方式去布草房更换布草。1.Whyshouldallsetupsbecheckedbeforeservice?为什么在餐前检查所有摆台准备工作？5)OpeningtheBar.开吧Cleanthebarcounterwithacleaningcloth.用抹布清洁所有酒吧设备。Checkbarinventoryandfillintheopeningstockcolumnintheinventoryfile.检查并填写酒吧清单。PickupallrequesteditemsfromF&Bstoreroom.从餐饮办公室拿回领料单。Filliceinthecleanicebin.补充冰块并清洁制冰机。PreparestandardbeveragegarnishincludesLemon/Limewedge,slicelemonring,parsleyandsaltetc.(SeeSOPforgarnishes:0025-GEN-012005)准备酒吧调酒装饰品和调味品如柠檬片、欧芹、盐等。１、如何开餐HOWTOOPENTHERESTAURANT6)Dailybriefing.例会准备Toconductpre-servicebriefingon:例会内容：@Hotelinformation.酒店信息@Dailyroomoccupancy.客房入住情况@VIP’sarrival/in-house.VIP顾客到店情况@Customerdelightpractices.顾客的喜好习惯@Customer’scomments.顾客意见@DailySpecial.每日特别介绍@Item/dishestorecommend.菜品推荐1.Whyshouldthestaffbebriefeddaily?为什么要每天开员工例会？２、如何为客人领位HOWTOSEATGUESTSSTEPSHOW/STANDARDSTRAININGQUESTIONS1)Leadthegueststothetable.带领顾客到餐桌前Say“Wouldyoufollowme,please,Mr./Mrs./Ms.XXX’,thenshowthewaytotheguestbyusingyouropenpalm,(Notthefinger).说：先生/女士/太太，请跟我来，同时展开手掌给客人带路。Walkinfrontoftheguest,notmorethanonemeteranddonotwalktoofast,lookoccasionallybackiftheguestisfollowingyou.走在客人的前面，大约，不要走太快，偶尔回头看客人是否有跟着。1.Whydoyouasktheguesttofollowyou?你为什么要求客人跟着你？1.Whydoyouuseyourpalm?为什么你用你的手掌？1.Whydoyoulookbackattimeswithescortingtheguesttothetable?为什么你要经常回头看客人？（当你带客人时）2)Checksatisfaction检查满意程度Uponreachingthetable,say,“willthistablebeallrightforyou,Mr./Mrs.XXXorSir/Madam?”到达顾客桌前问：这张台满意吗？XX先生/女士/太太？1.Whyshouldyoucheckforthetableisuptotheguests’satisfaction?为什么要检查顾客满意程度？２、如何为客人领位HOWTOSEATGUESTS3)Assisttheguests协助顾客Pullthechairoutfortheladywithasmilingface.微笑着为女士拉椅子。Say:“ThereyougoMr./Mrs.XXXorSir/Madam”whilepointingtotheopenchair.说：这里坐。先生/女士/太太。并拉开椅子。Helpstheladytobeseatedbystandingbehindthechair,positioningthetwohandsonthechairshoulder,keepleftlegstraight,righttoetopushtheendchairforwardtowardsthetable.站在女士后方，双手握住椅背，保持左腿伸直，右腿推送椅子，完成后收回。Becarefulnottopushtofastorhard,otherwiseyoumighthurttheguest.Alsodon’tbetooslow,otherwisetheguestmight“miss”thechairandfallonthefloor.不要太快或太大力又或者太慢，否则会弄伤顾客，令其坐不到或跌倒。1.Whyshouldyoupulloutthechairforladies?为什么要为女士拉椅子？1.Whyshouldyousmile?为什么保持微笑？1.Whyshouldbecarefulwhenpushingthechair?为什么推椅时要小心？4)Wishtheguestapleasantbreakfast,lunchordinner祝愿客人有一个愉快的早餐、午餐或晚餐Say:“ThankyouandIwishyouapleasantbreakfast/lunch/dinner”说：感谢您并祝您有一个愉快的早餐/午餐/晚餐。３、如何呈上菜单HOWTOPRESENTTHEMENUSTEPSHOW/STANDARDSTRAININGQUESTIONS1)Checkthestateofthemenu检查菜牌的情况Hostessesshouldalwayscheckallthemenupagesandcovertoensurethemenusareclean.资客要经常检查菜单每一页面，确保它们是干净的1.Whyshouldthemenualwaysbeneat&clean?为什么要菜单保持整齐干净?2)Selfintroduction.自我介绍“GoodMorning/Afternoon/Evening,Mr./Ms.Sir/Madam,mynameisXXXX,hereisthemenuplease”早晨/中午/下午好，先生/小姐/女士/太太。我是XXXX，这是您的菜牌1.Whyshouldyouintroduceyourself?为什么要介绍自己?3)Presentingthemenu.呈上菜单Standingattherightsideoftheguest,bendtheupperbodyslightly;presenttheopenedmenu(firstpage)infrontoftheguestandsay:“Thisisthemenu,please”(useyourrighthand).站在顾客右侧，弯腰呈上已打开的菜牌的第一页，用右手指示给顾客，：这是您的菜单。Ifthereareladiesinthegroup,servetheelderlyladyfirst,gentlemannext,hostlast.如果这里有女士，则年长的女士优先，男士随后，最后服务主人。1.Whyshouldyouopenthemenufortheguest?为什么打开菜单给顾客?３、如何呈上菜单HOWTOPRESENTTHEMENU4)Explainwhichdishesarenotavailableforthatday解释当日缺少的菜肴Apologizeandexplaintotheguestswhichdishesarenotavailable.道歉并解释有哪样菜品不能提供。Say:”IamterriblesorrybuttheXXXisnotavailabletoday,insteadIwouldrecommend,XXX说：我非常抱歉XXX今日不能提供，不过我推荐XXX给您(Youcanstartheretoexplaintoday’sspecials,withoutaskingiftheywouldmind–seenextstep)你可以从现在开始介绍当日特式，如果顾客没有意见则进行下一步1.Whyshouldyouexplainthenotavailableitemsfirstbeforeexplainingthespecials?为什么先解释有哪样菜品沽清后推介特别介绍？３、如何呈上菜单HOWTOPRESENTTHEMENU5)Introducetoday’sspecials介绍当日特别推介Asktheguestiftheymindyouexplainingthespecialtothem.问顾客是否愿意接受推荐菜式。Say:”Wouldyoumindmeexplainingyoutoday’sspecials?”说：我可以介绍今日特式给您吗。Standingstraightatthetablerotatingyoureyecontactwiththeguestaroundthetableandsummarizethespecialwithaclearvoiceindetails.站直并用目光与客人交流，清晰地向每位客人介绍细节Followthemealorder:Startswithentrees,soup,fishandmeats.(Ifspecialareapplicable).Leavethedessertsforafterdinner.按照用餐顺序，头盘小菜、汤、鱼和肉（如果特介绍适用）最后是甜品。1.Whyshouldyouask“permission”firsttoexplainthespecials?为