《【精编】餐饮服务流程培训手册》由会员分享,可在线阅读,更多相关《【精编】餐饮服务流程培训手册(36页珍藏版)》请在金锄头文库上搜索。
1、服务工作流程标准任务具体实施标准Greet the guest问候客人1 当客人到达餐厅门口的时候,从迎宾台主动走出面向客人问好2 欢迎客人。3 确定客人用餐人数。4 在客人就座之后在预约登记册上作记录l 所有的客人都应该在15秒之内受到我们的关注以及问候。l 如果是熟悉的顾客称呼客人的名字,如果不知道客人的名字,询问客人以便做好座位纪录。l 如果客人单独用餐,不要向客人询问“你是一个人吗”或“你还有其他朋友吗”之类的话语。陪同客人,协助客人就座。1. 引导客人走最近的路程到达客人指定的餐桌。2. 拉开椅子帮助客人就座,首先关注女士以及儿童。3. 根据营业状况,对于特定用餐的客人给予特别的关注
2、。l 商业的客人喜欢座在靠边的位子,因此尽可能满足他们的选择l 情侣喜欢坐在没人打扰的地方l 老人和不舒服的客人喜欢坐在靠近出口和洗手间的位置。l 带小孩的父母喜欢不拥挤的区域。l 所有的客人将在我们的引领下选择他们理想的位子就餐l 提前进行预约的客人,要根据人数给他们安排好桌子和摆好他们用餐的位子。l 如果客人晚到了一些,亲自带领客人走到餐桌用餐,不能只是指引路线。l 在经营状况允许的情况下,每桌客人之间的距离至少有一张桌子的空间呈上菜单1. 微笑的打开菜单2. 站在客人的右边,身体微倾用右手为客人展示菜单。l 保护好菜单,不要破损,保证菜单的时效性。l 女士优先,然后顺时针旋转。登记餐桌的
3、号码1. 将口布正放到黄油碟上。2. 登记完餐桌之后,询问客人是否还有其他要求,然后向客人说:“祝您用餐愉快。”l 登记餐桌号码是为了告知前线的服务员客人的餐桌号码,这样他们可以撤掉多余的餐具以及桌椅。Take beverages order and explain specialties当客人点酒水时,向客人介绍我们的特色1. Ensure if guest is ready to order. Ex: “Are you ready to order Sir?”2. Server will verbally offer selection of juices and any daily sp
4、ecialty. Ex: “Would you care for a .”3. Listen carefully and fill in “captain order” using system outlined in the manual.4. Repeat guest orders after order has been taken.5. Before leaving table, explain any special food menu offering and mention not available items.1. 明确客人是否开始点单了,例如:请问您是否需要先喝点酒水2.
5、可以向客人提供一些口头上的建议,介绍一些平时比较受欢迎的果汁,例如:“您喜欢?”3. 仔细听,填好客人的点单,按照工作手册上制定的工作程序进行。4. 当客人点完单后重复一遍客人的点单。5. 在离开餐桌之前,向客人介绍有特色的饮品并向客人解释哪些是我们暂时无法提供的,是不能点的。l Ladies first, then move clockwisel Use Xianglu GRAND pen and clear handwritingl Use seating numbering system going clockwise.l Help guest to decide and explain
6、 to guest if they need to know about certain kinds of drinks.l 女士优先,然后顺时针旋转。l 使用翔鹭集团的笔,并保持书写工整。l 顺时针的方向用编号的方式记录。l 帮助客人做决定,如果客人需要更多种类的饮品向客人作介绍。Serve Beverages提供饮品1. Prepare clean tray and collect drinks according to order from the bar.2. Arrange all drinks accordingly (heaviest in the middle of the t
7、ray and line them to guest seating).3. Keep tray balanced and walk carefully.4. Bring drinks to guest table and approach guest from the right.5. Place cocktail napkin by the right hand side of guest on top of the dinner knife.6. Place drink on the cocktail napkin and announce the name of the drink.7
8、. Proceed to next guest.1. 准备干净的托盘,从酒吧准备好客人所点的饮料。2. 安排饮品在托盘上的摆放,(重的放在中间,其余的按照客人座位摆成一排)。3. 走路的时候要小心谨慎,保持托盘的平衡。4. 服务酒水时,从客人的右手边上酒水。5. 摆放鸡尾酒餐巾时放在客人的右手边,将其放置在正餐刀的上面。6. 把饮料放在杯垫上面,然后向客人说明饮料的名称。7. 继续下一位。l Serve all beverages at the same time and no partial order on the table.l Ladies first, then move clock
9、wise.l Serve from right side of the guest using the right hand.l 向所有的客人提供饮品的服务,不能歧视任何客人。l 女士优先然后顺时针旋转。l 在顾客的右手边用右手提供服务。Remove extra place setting拿走没有用的餐具1. Clear extra settings: Fold flat napkin and set it on beverage tray, place all cutleries inside napkin2. When finished, adjust table appointments
10、 to maximize space for guests.3. Restore all extra settings on side station1. 撤掉多余的餐具、客人不需要的用具:打开展平餐巾,铺在饮料托盘上,将所有的餐具法在餐巾上。2. 撤完后要调整餐具的位置以便客人有最大的空间用餐。3. 把撤下来的餐具依次归类放在服务边柜上。l Setting removal must be quiet and unobtrusive.l For 2 or more extra place setting removals, a beverage tray is required.l All i
11、tems not needed for selection ordered are immediately removed from the table.l 移动餐具的时候必须轻拿轻放,不能让客人感觉到唐突。l 有两处以上的餐具需要移动的话,必须使用饮料托盘。l 点单上的菜式不要求的用具必须马上从餐桌上撤掉。Taking food order开始点菜1. Stand to the right of the guest when taking the order and to move around the table if it is individual order.2. Write dow
12、n neatly each individuals complete order before going on to the next order.3. Clarify with the guest on how they would like certain items cooked:l Steaks - rare/medium/well donel Fish - poached or grilled.l Eggs - Fried, over easy, scrambled, boiled, or poached.l Salads- what types of dressing.4. Ad
13、d seating no. next to item ordered5. Repeat the order to the guests after taking every guest orders.1. 站客人的右边点菜,当客人要单点时依次围绕餐桌给客人点单2. 当你给下一个客人点单之前要完整的写下已点客人的菜单3. 询问客人对菜的做法l 点牛排-三分熟/五分熟/全熟l 点鱼-水煮或煎l 点鸡蛋-煎,单面煎,炒,煮,或水煮l 沙拉-需要搭配何种类型的汁4. 在点好的菜单后加上客人的座位编号5. 点完菜后要向客人复述一遍。l Lady first, then move clockwise.l
14、Give guest full attention. Listen carefully to what the guests are saying. Nothing is more annoying than employees who are not paying attention at you as guest.l When guests tell what they want, always repeat it to avoid mistakes.l Use standard abbreviation and numbering system going clockwise.l Do
15、not rely on your memory, as it will affect the guest and the operations in case item is mis-ordered.l Use outlet or hotel specified abbreviations to record the order.l If somebody orders for everybody then he /she is the host and to be served last.l A quick suggestion always impresses the guest. Use suggestive selling when taking the food orderl 女士优先,顺时针旋转。l 全面关注顾客。随时回答客人的提问,没有比关心客人更重要的事情l 当客人告诉你他的需求,要重复客人说的,以免出现失误。l 用标准的缩写形式,数字编号,顺时针方向。l 不要依赖你的记忆,在点单记录出现错误的情况下,会给客人和操作带来影响。l 以便万一有任何遗漏,使用酒店统一的点菜单。l 如果某人为全体人点菜,则他(她)就