CR-0003-HOW-TO-PRESENT-THE-MENU

CR-0003Page1of5SSTTAANNDDAARRDDOOPPEERRAATTIINNGGPPRROOCCEEDDUURREETASK:HOWTOPRESENTTHEMENU任务：如何展示菜单TASKNUMBER:编号：CR-0003DEPARTMENT:部门：F&B–ChineseRestaurant中餐厅DATEISSUED:执行日期：Jan.20082008年1月GUESTEXPECTATION:客户期望：Thatthemenuishandedtotheguestwithin5-10minutesafterbeingseatedandthatthemenuspecialsandthenotavailableitemareexplained.客人入座后，5-10分钟内将菜单递送给客人，并介绍特别推荐和沽清的菜品TIMETOTRAIN:培训时间：20minutes20分钟Whyisthistaskimportantforyouandourguests?为什么这项课题对你和客人都很重要？Answers:答案CR-0003Page2of51.Tomaximizeguestssatisfaction.最大化提升客人的满意度。2.Toensuretheguestsarequicklyattendedto确保快速的关注客人。3.Toensuretheguestsareawareofthespecialtoenhancetheguests’choiceandtogeneratepotentiallyadditionalrevenues确保客人了解每日的特别推荐以提高客人的选择并获得潜在收入的增加。4.Toavoiddisappointmentshouldtheguestorderadishwhichisnotavailable.避免因客人点的菜式无法提供而使客人失望。STEPS步骤HOW/STANDARDS如何做/标准TRAININGQUESTIONS培训提问1)Checkthestateofthemenu检查菜单情况Hostessesshouldalwayscheckallthemenupagesandcovertoensurethemenusareclean.领位员应检查菜单所有的内页和封面，保证清洁。1.Whyshouldthemenualwaysbeneat&clean?为什么要一直保持菜单的整齐和清洁。2)Selfintroduction.自我介绍“GoodMorning/Afternoon/Evening,Mr./Mrs.Sir/Madam,mynameisXXXX,hereisthemenuplease”“早上好/中午好/晚上好，先生、女士，我是XXX，这是您的菜单。”1.Whyshouldyouintroduceyourself?为什么要自我介绍。3)Presentingthemenu.展示菜单Standingattherightsideoftheguest,bendtheupperbodyslightly;presenttheopenedmenu(firstpage)infrontoftheguestandsay:“Thisisthemenu,please”1.Whyshouldyouopenthemenufortheguest?为什么要帮客人打开菜单。CR-0003Page3of5(useyourrighthand).站在客人的右侧，打开菜单第一页双手递到客人面前说：“这是您的菜单，请（使用你的右手）”Ifthereareladiesinthegroup,servetheelderlyladyfirst,gentlemannext,hostlast.如果客人中间有女士，先服务年龄大的女士，然后男士，最后主人。4)Explainwhichdishesarenotavailableforthatday解释今天无法提供的菜式Apologizeandexplaintotheguestswhichdishesarenotavailable.向客人致歉并解释哪些菜式无法提供Say:”IamterriblesorrybuttheXXXisnotavailabletoday,insteadIwouldrecommend,XXX说，“非常抱歉XXX菜式今天无法提供，我可以向您推荐XXX代替吗”(Youcanstartheretoexplaintoday’sspecials,withoutaskingiftheywouldmind–seenextstep)（你可以在此时推荐今天的特别介绍而无须问他们是否介意-看下个步骤）1.Whyshouldyouexplainthenotavailableitemsfirstbeforeexplainingthespecials?为什么我们要在推荐特别介绍之前解释无法提供的菜式？5)Introducetoday’sspecials介绍今日特色菜Asktheguestiftheymindyouexplainingthespecialtothem.1.Whyshouldyouask“permission”firsttoexplaintheCR-0003Page4of5询问客人是否介意介绍特色菜品Say:”Wouldyoumindmeexplainingyoutoday’sspecials?”说：“我可以给您介绍一下今天的特色菜吗？”Standingstraightatthetablerotatingyoureyecontactwiththeguestaroundthetableandsummarizethespecialwithaclearvoiceindetails.站在桌前环视客人注意目光接触，用清楚的声音解释今日特色Followthemealorder:Startswithentrees,soup,fishandmeats.(Ifspecialareapplicable).Leavethedessertsforafterdinner.根据点菜的顺序是先是头盘、汤、鱼、肉（如果特殊菜品被提供）甜品留到用餐后specials?为什么应向客人介绍特色菜品之前征得客人“同意”？2.Whyshouldyoukeepeyecontactwithallguests?为什么要保持目光与所有的客人接触3.Whyshouldyoufollowthemealorder?为什么要根据菜单的顺序点菜Nowaskthetraineetopracticethetaskfromstarttoendtotestcompetency.现在要求培训生练习所有培训内容以测试培训的效果Summaryquestions:问题总结1.Whyshouldthemenualwaysbeneat&clean?为什么菜单要保持整洁和干净？2.Whyshouldyouintroduceyourself?为什么要自我介绍？3.Whyshouldyouopenthemenufortheguest?CR-0003Page5of5为什么要为客人打开菜单？4.Whyshouldyouexplainthenotavailableitemsfirstbeforeexplainingthespecials?为什么要在推荐菜式前解释沽清菜品？5.Whyshouldyouask“permission”firsttoexplainthespecials?为什么在推荐特别介绍前要征得客人允许？6.Whyshouldyoukeepeyecontactwithallguests?为什么要同所有的的客人都有目光接触？7.Whyshouldyoufollowthemealorder?为什么要根据菜单的顺序点菜？PHOTOINDEX#01