《国际酒店送餐服务SOP》由会员分享，可在线阅读，更多相关《国际酒店送餐服务SOP（10页珍藏版）》请在金锄头文库上搜索。
1、精品范文模板 可修改删除撰写人：_日 期：_ROOM SERVICE / IN ROOM DINING送餐服务/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).送餐服务是真正的递送服务，是销售的一项程序，在BHR-ANZSP里有介绍，还有送餐服务的标准（. 见 FB 2.18/19）.SERVICE TIMES服务时间FB 5
2、.01HI: Room service 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. ANZ
3、SP Also see Best-4-Breakfast: 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，如果餐厅在午餐时间开的，那么菜的种类必须是所有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
4、 morning, midday and evening 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， 早上的菜必须要包括热菜和冷菜的选择，中午和晚上要包括儿童餐，在餐厅停止营业时可以适当的提供在房间用。I-C: Room service must operate 24-hours per day. The menu must contain hot
5、and cold breakfast, lunch, dinner and supper items送餐部必须每天24小时营业，菜必须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, Tropica
6、l) and a la cart selections 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 Ch
7、eck Procedure).FB 5.13Telephone 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
8、 language and English 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知识，但首先作好点菜的准备，看些在当天特别的推出。 接单员必须 要保证声音的清晰，有意识的提高速度.音调.
9、分量. 明细度。FB 5.15The order 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.接单员应该抓住时机来升级销售。像这样，就可以提供给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
10、 when possible, or an alternative may be offered.如有可能可提供菜， 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.接单员再三充当的是消费者. 这样就表明，一份点心或咖啡就可以暗示是否已经为客人准备好了。FB 5.18Customer will be told how long order will take a
11、nd orders will be delivered within time quoted by order-taker.消费者将会告诉我们多久撤走，接单员在这段时间就注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, 25m
12、inutesSnacks, 20 minutes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
13、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 the specified time period, the meal will be provided free of charge.客人 的请求或是若免费的食物要在30分钟 之内递送，除了客人告诉我们递送的时间以至于 可以超过30分钟，像这些实例，
14、客人必须告诉我们什么时候可以撤走，在递送时必须详细列入清单。如果在递送时发现没有列入清单，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
15、 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 的请求或是若免费的食物要在30分钟 之内递送，除了客人告诉我们递送的时间以至于 可以超过30分钟，像这些实例， 客人必须告诉我们什么时候可以撤走，在递送时必须详细列入清单。如果在递送时发现没有列入清单，食物将会是免费的I-C:
16、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 delivery will take, and delivery must be in the
