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1、细心整理ROOM SERVICE / IN ROOM DINING送餐效劳/在房间里用餐(ROOM SERVICE THAT REALLY DELIVERS is a branded marketing programme introduced by BHR-ANZSP, embracing the BHR-AP Room Service Standards. See FB 2.18/19).送餐效劳是真正的递送效劳，是销售的一项程序，在BHR-ANZSP里有介绍，还有送餐效劳的标准. 见 FB 2.18/19.SERVICE TIMES效劳时间FB 5.01HI: Room service
2、must be available for a minimum of three hours for breakfast and dinner and a minimum of three hours for lunch, if the restaurant is open for the lunch period. The menu must contain a selection of food items suitable for all restaurant meal periods, including childrens items. ANZSP Also see Best-4-B
3、reakfast: MS 8.送餐部至少要有3个小时的早餐时间和正餐时间，最少要有3个小时的午餐时间，假如餐厅在午餐时间开的，那么菜的种类必需是全部餐厅中可供选择性的包括儿童的ANZSP-见Also see Best-4-Breakfast: MS 8.CP: Room service must be available at a minimum from 6:00am until 12 midnight. The menu must contain a selection of hot and cold items suitable for the morning, midday and e
4、vening meal periods, including childrens items. A limited menu may be offered for in-room dining after the restaurant closes.送餐部的营业时间至少要从早上6：00到凌晨12：00， 早上的菜必需要包括热菜和冷菜的选择，中午和晚上要包括儿童餐，在餐厅停顿营业时可以适当的供应在房间用。I-C: Room service must operate 24-hours per day. The menu must contain hot and cold breakfast, lu
5、nch, dinner and supper items送餐部必需每天24小时营业，菜必需要包括热菜和冷菜种类，还有午餐和正餐及夜宵。ORDER-TAKINGFB 5.11All Hotel and Resort guestrooms will have a breakfast doorknob menu/order form that clearly states the collection time. The menu may include complete/set breakfasts (e.g.: Continental, Tropical) and a la cart selec
6、tions that must also include local specialties.FB 5.12Guests must be offered the choice of submitting the breakfast order form signed or unsigned Some guests may perceive that placing a signed order in the public corridor is an infringement on their privacy or security. (See Check Procedure).FB 5.13
7、Telephone will be answered before fourth ring with a clear and friendly script, using the guests name. Any calls put on hold will be done so for a maximum of thirty (30) seconds.要在第四声之前并用清晰和友好的声音接听电话， 称呼客人的名字。其他的电话在让客人等候时最多不要超过30秒钟。FB 5.14Order-taker will be fluent in the local language and English
8、language, with a complete knowledge of the menu as well as the item preparations and any daily specials available. Order taker must ensure that voice is clear, conscious of speed, tone, volume and clarity.接单员要用流利的方言或者英语来完善点菜的学问，但首先作好点菜的准备，看些在当天特别的推出。 接单员必需 要保证声音的清晰，有意识的提高速度.音调.重量. 明细度。FB 5.15The ord
9、er taker should take the opportunity to on-sell, such as offering the guest an additional beverage with lunch and dinner and advise of special promotions such as wine of the month.接单员应当抓住时机来升级销售。像这样，就可以供应应客人在午餐或时添加额外的饮料， 也促进了每月酒的销售量。FB 5.16Off-menu requests will be accommodated when possible, or an
10、alternative may be offered.如有可能可供应菜， 可能是二者选一。FB 5.17 Order is repeated back to customer. At this point, a desert or coffee should be suggested if not already ordered by the guest.接单员一再充当的是消费者. 这样就说明，一份点心或咖啡就可以示意是否已经为客人准备好了。FB 5.18Customer will be told how long order will take and orders will be deli
11、vered within time quoted by order-taker.消费者将会告知我们多久撤走，接单员在这段时间就留意到什么时候可以出报价。FB 5.19Room Service orders are delivered within the following scale:Tea/Coffee/Beverage, 10 minutesContinental Breakfast, 15 minutesLow calorie and full breakfast, 20 minutesLunch, 25 minutesDinner, 25minutesSnacks, 20 minut
12、es送餐部的接单员递货期间内应做到以下几点：茶/咖啡/饮料， 10分钟欧式早餐，15分钟低热量的卡里路和丰富的早餐，20分钟午餐，25分钟正餐，25分钟快餐，20分钟FB 5.20HI: Delivery must be within thirty (30) minutes of the request or the meal will be provided free of charge, unless the guest is told at the time of order that delivery will take more than thirty minutes. In the
13、se instances, the guest must be told how long the delivery will take, and delivery must be in the specified time period. If delivery does not occur in the specified time period, the meal will be provided free of charge.客人 的请求或是假设免费的食物要在30分钟 之内递送，除了客人告知我们递送的时间以至于 可以超过30分钟，像这些实例， 客人必需告知我们什么时候可以撤走，在递送时
14、必需详细列入清单。假如在递送时发觉没有列入清单，食物将会是免费的。CP: Delivery must be within thirty (30) minutes of the request or the meal will be provided free of charge, unless the guest is told at the time of order that delivery will take more than thirty minutes. In these instances, the guest must be told how long the deliver
15、y will take, and delivery must be in the specified time period. If delivery does not occur in the specified time period, the meal will be provided free of charge.客人 的请求或是假设免费的食物要在30分钟 之内递送，除了客人告知我们递送的时间以至于 可以超过30分钟，像这些实例， 客人必需告知我们什么时候可以撤走，在递送时必需详细列入清单。假如在递送时发觉没有列入清单，食物将会是免费的I-C: Delivery must be wit
16、hin thirty (30) minutes of the request or the meal will be provided free of charge, unless the guest is told at the time of order that delivery will take more than thirty minutes. In these instances, the guest must be told how long the delivery will take, and delivery must be in the specified time period. If delivery does not occur in
