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1、中国管理资讯网 http:/STANDARD OPERATION PROCEDUREPolicy No.: EF021Department: Club loungeSection: Waiter/WaitressPrepared by:Signature: Issued by:Signature:GM approval:Signature:Effective Date: August 2003Supersedes:Distribution: SOPInteracting With GuestsPurposeWaiter/Waitress will maintain appropriate co
2、mmunications with all guests ensuring that guest will feel important and waiter/waitress will not be too overbearing.PROCEDUREAlways greet guests in the manner described in “Greeting the guest”.To make a guest feel welcome and relaxed, GET THEM TALKING. Ask them questions to encourage them to talk.T
3、ry to begin your question always with the open questions: HOW, WHEN, WHY, WHAT, WHERE, etc. For example:Where did you go today?What did you buy today?When are you coming to visit Beijing again?How many times do you come to Beijing per year?Why do you like to stay at the Crowne Plaza Park View WuZhou
4、 Beijing?Try also to offer information to the guest that might be useful.Always try to ask questions about their country to show that you are interested.If you have to leave and finish your other work, wait for a break in the conversation, excuse yourself and wish them a pleasant day/trip etc.NOTE: The suggested mode is not meant to be a battery of successive questions. Choose the appropriate ones to ask.中国管理资讯网 http:/Updated: 2009-2-4 Page 1 of 2
