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1、,TRAINING ACADEMY,ROOM SERVICE MODULE “How to transfer a Door Knob Order to a Captain Order” SECURITY 03-19,Introduction （前言）,Part of our in room experience is providing a consistent high level of in room dining. 获得一致高标准的房内用餐是住宿体验的一部分 A very important aspect of service is that the Order Taker comple
2、tely understands the customers order prior to processing it. We must make sure that the order is accurate and timely with no mistakes. 服务的一个很重要的方面是听单员在处理点单前能够完全理解客人的点单。我们必需确保点单准确无误。,wow,This forms the base for a 这一切源自,Introduction (前言),experience at Hyatt Regency Dongguan. 莅临东莞松山湖凯悦酒店的独特体验,Objective
3、 （目标）,By the end of this Session, our Objective is to ensure that you have learned “how to transfer a Door Knob Order to a Captains Order” with Confidence, and according to our Defined standards. 在本次课程结束后，我们的目标是确保你们学会依照凯悦的标准“如何将客房早餐送餐单转到点菜单上？” Any Questions? 有什么问题吗？,Obtain Room Service Order Taker S
4、heet （获取送餐点单记录表）,Where do we obtain the Order Taker Sheet? 我们在哪里获取送餐点单记录表？ Room Service Order Takers Desk 送餐点单员的桌子,2. Check the Door Knob Order （检查）,What do we need to check on the Door Knob Menu? 我们在客房早餐送餐菜单需要检查什么？ Time order is required 点单时间 Items ordered 点单的项目,2. Check the Door Knob Order （检查）,Wh
5、at do we do if there are details on the Door Knob Menu which are not clear? 在客房早餐送餐菜单上缺乏相关项目时怎么办？ Place order aside and call the Guest half an hour prior to service time to clarify 单独放一边，并在送餐时间前半小时致电客人以问清楚,3. Transfer the Order （转抄点单）,Where do we transfer the Order? 我们把点单转换抄到哪里？ Onto Captains Order
6、到点菜单 Onto Order Taker Sheet 到点单记录表,3. Transfer the Order（转抄点单）,What details do we need to transfer? 哪些项目我们需要转抄？ Name of the Guest 客人姓名 Room number 房间号码 Service time 送达时间 Quantity and items ordered 所点的项目和数量,4. Check the Order（检查点单）,Why do we need to check? 为什么我们要检查？ Ensure accuracy of details transfe
7、rred 确保转抄信息的准确性 Avoid wrongly transferring the Order 避免错误的转抄,5. Mark the Door Knob Order（标记）,Why do we need to mark the Door Knob Order? 为什么我们需要标记客房早餐送餐菜单？ Indication that details have been transferred 表明此单已经转抄过 How do we mark the Door Knob Order? 如何标记客房早餐送餐点单？ With pen draw a line from top left han
8、d corner to bottom right hand corner of Door Knob Order 用笔从客房早餐送餐菜单左上角画到右下角,Checking the Standard （检查标准）,Q: Where do we obtain the Order Taker Sheet? 我们在哪里获取送餐点单记录表？ Q: What do we need to check on the Door Knob Menu? 我们在客房早餐送餐菜单需要检查什么？ Q: What do we do if there are details on the Door Knob which are
9、 not clear? 在客房早餐送餐菜单上缺乏相关项目时怎么办？ Q: Where do we transfer the Order? 我们把点单转换抄到哪里？ Q: What details do we need to transfer? 哪些项目我们需要转抄？ Q: Why do we need to check? 为什么我们要检查？ Q: Why do we need to mark the Door Knob Order? 为什么我们需要标记客房早餐送餐菜单？ Q: How do we mark the Door Knob Order? 如何标记客房早餐送餐菜单？,Any Questions?,
