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1、HY-0005Handling ComplaintsPage 1 of 3STANDARD OPERATING PROCEDURETASK: HOW TO APPROACH THE TABLE TO SERVE BEVERAGES任务：服务酒水Task Number: 编号HY-0005Department: 部门F&B Chinese Restaurant中餐厅Date Issued: 执行日期Jan. 20082008年1月Guest Expectation: 客户期望That the waiter/tress approaches the table quietly and with e
2、fficiency服务员轻声、迅速的到达桌前 Time to Train: 培训时间20 minutes20 分钟Why is this task important for you and our guests?为什么这个课题对你和我们的客人都很重要？Answers: 1. To maximize guests satisfaction.最大化提升客人满意度2. To ensure the guests are quickly attended to without too much disturbance 确保客人被迅速关注并没有太多打扰STEPS步骤HOW/ STANDARDS怎样做/标
3、准TRAINING QUESTIONS培训提问1) Approach the table.到餐桌前Go to the guest table by carrying the drinks on a tray.用托盘将饮料送到客人的餐桌前1. Why should the drink be on a tray?为什么要用托盘放饮料？2) Present the drink.服务饮料Stand by the right side of the guest with right leg slightly in front.Hold the stem/base of the glass; place
4、the glass on the right side of the guest, above the tip of the cutlery.Say “Mr./Mrs./Ms./Sir/Madam XXXX, this is your XXXX (name of the beverage), please enjoy it” with a smile.站在客人右侧，右腿在前站立，拿着杯子的底部，放在客人的右手边，餐具的上方。并微笑着说：“这是您的XXX（饮料名字）希望您喜欢”1. Why should you stand on the right side of the guest?为什么你要
5、站在客人的右侧？3) Leaving the table.离开餐桌Quietly back off away from the table, keeping your eye on the guest to ensure they are able to catch your attention should they require anything else安静的从后方离开餐桌，始终看着客人确保如果他们有任何的需求你能马上注意到1. Why should you keep an eye on the table?为什么要始终看着桌子？Now ask the trainee to practice the task from start to end to test competency.现在要求培训生练习课程的全部内容已测试培训效果Summary questions:问题总结1. Why should the drink be on a tray?为什么要用托盘放饮料？2. Why should you stand on the right side of the guest?为什么你要站在客人的右侧？3. Why should you keep an eye on the table?为什么要始终看着桌子？PHOTO INDEX #01
