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1、Smart Start Food and BeverageWhat is a Service Benchmark?什么是服务基准A benchmark is the service standard 基准是服务标准Above benchmark 高于基准 But will the guest get the same 和客人想的一样 experience during their next stay? 下次到店还可以有好的经历Below benchmark 低于基准 “Why wasnt I told about the a la carte menu?”为什么我点的菜没有？Below ben
2、chmark 低于基准 “Why was I seated at a dirty table?” 为什么我坐的桌子脏？Benchmark 服务基准What is the Goal of any IHG Team?什么是我们IHG团队的目标Simple Maintain the hotels Benchmarks 简单.保持酒店的基准BenchmarkWhat is the Goal of Managers?什么是管理人员的目标Simple Support the staff to achieve the Benchmarks 简单支持你的员工完成基准 Motivation, Career Pl
3、anning, Guidance, Training, Tools, Leadership 激励，职业规划，指导，培训， 工具，领导能力BenchmarkEnsure Growth and Development and. Benchmarks 确保不断成长与发展等 基准BenchmarkWhat is the goal of a Senior Manager?什么是高级管理人员的目标Service is Offered, Not Asked.服务是主动的不是被动的What is Service?什么是服务Only 10 Things to Remember and You are at th
4、e Benchmark对于基准10项需要铭记Number 1 第一SMILE and greet all guests in our field of vision. 微笑和问候在我们的视线内 (Look up.) 关注(Make eye contact.) 目光接触Only 10 Things to Remember and You are at the Benchmark对于基准10项需要铭记Number 2 第二We will always inspect our sections prior to service. 我们将总是检查我们的服务区域Only 10 Things to Rem
5、ember and You are at the Benchmark对于基准10项需要铭记Number 3 第三We will introduce ourselves to guests. 我们把自己介绍给客人Only 10 Things to Remember and You are at the Benchmark对于基准10项需要铭记Number 4 第四We will take personal responsibility for the guest experience. 我们将为客人的体验尽我们的职责（尽职责满足客人的需要）Only 10 Things to Remember a
6、nd You are at the Benchmark对于基准10项需要铭记 Number 5 第五We will promote the outlet / hotel. 我们将提升我们的部门与酒店(“Welcome to Planters Inn / Crowne Plaza.”) 欢迎来到“xxx酒店”Only 10 Things to Remember and You are at the Benchmark对于基准10项需要铭记Number 6 第六We will always lead guest to their table. 我们将总是引领我们的客人去他们的桌子Only 10 T
7、hings to Remember and You are at the Benchmark对于基准10项需要铭记 Number 7 第七We will offer a second drink before the first drink is finished 我们将及时给客人添加酒水当第一杯喝完时。Only 10 Things to Remember and You are at the Benchmark对于基准10项需要铭记 Number 8 第八We will always know and explain the product and timing of the menu 我们
8、将总是知道并及时解释餐单产品Only 10 Things to Remember and You are at the Benchmark对于基准10项需要铭记Number 9 第九We will always thank guests for their patronage on departure. 我们将总是感谢客人的关顾在客人离开时Only 10 Things to Remember and You are at the Benchmark对于基准10项需要铭记 Number 10 第十Managers and Supervisors are here as SUPPORT. If w
9、e are in danger of failing in service we will call for help. 经理与主管总是随时给予支持，当我们遇到困难需要帮助时Implementation GuidesService is simple. Remember these 10 Service Benchmarks and you cant go wrong. 服务很简单：记住这10项服务基准，你就不会做错。(Keep your cards with you.) 把卡片随身带着Food & Beverage餐饮1.SMILE and greet all guests in our f
10、ield of vision.微笑和问候在我们的视线内 2. We will always inspect our sections prior to service.我们将总是检查我们的服务区域 3. We will introduce ourselves to guests.我们总是把自己介绍给客人 4. We will take personal responsibility for the guest experience.我们将为客人的体验尽我们的职责（尽职责满足客人的需要） 5.We will promote the outlet / hotel.我们将提升我们的部门与酒店(“We
11、lcome to Planters Inn / Crowne Plaza”.)欢迎来到“xxx酒店” 6. We will always lead guests to their table.我将总是引领客人到指定的餐桌 7. We will always offer a second drink before the first drink is finished.我们将及时给客人添加酒水当第一杯喝完时。 8. We will always know and explain the product and timing of the menu.我们将总是知道并及时解释餐单产品 9. We w
12、ill always thank guests for their patronage on departure.我们将总是感谢客人的关顾在客人离开时 10. Managers and supervisors are here as SUPPORT. If we are in danger of failingin service we will call for help.经理与主管总是随时给予支持，当我们遇到困难需要帮助时Service is Offered. Not Asked. 服务时主动的不是被动的Restaurant managers and supervisors to ensu
13、re Service Benchmarks are Achieved餐厅经理和主管确保服务的基准得到实现Assistant Managers Duties助理经理值班Daily coaching, training leadership. 每日的引导，培训领导Teams strive to achieve service Benchmarks. 团队努力去实现基准You cant lead from the back. 不能带领团队倒退Assistant Managers Duties助理经理值班AMs set the service standard. 助理经理指定服务标准You are o
14、nly strong as your team. 你只有比你的团队更强Clear Expectations实现期望Briefing the Top 10 daily. 每天例会10项The Top 10 is a tool use it to drive performance & COACH!10项基准是工具-使用它执行与指导Working daily to ensure the Benchmarks are met. 日常工作中确保达到基准Control the Environment控制环境Clear Expectations实现期望If there is no-one on the d
15、riveway / Ambassador then move resources, even if it is 如果没人去带领运用这10项If service is not being delivered then. 如果服务没有到位接下来 YOU!你！ACTION!行动！You are accountable.你负起责任Clear Expectations实现期望Your job is to ensure service delivery. 你的工作是确保服务的到位 Once you have mastered leadership in service, the sky is the limit. 一旦你具备服务的领导能力，你将运用自如。You are accountable.你应负起责任Clear Expectations实现期望Be proud of your team. 为你的团队感到自豪Be proud of your service. 为你们的服务感到自豪Take control and achieve. 控制并完成
