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1、 STANDARD OPERATING PROCEDURE标准操作程序TAKING A RESERVATION接受预订Task Number:任务号： CS-0035Department:部门： F&B Western Outlet餐饮部 西餐厅Date Issued: 制定日期:January.2007Guest Expectation: 客人期望：I expect the staff to take the reservation in a friendly manner, and details are taken correctly. I expect to be thanked fo
2、r my reservation. I dont expect to arrive at a restaurant having made a booking only to find my reservation not there or not recorded accurately.我希望员工以一种友善的方式来接待预订，细节要记录正确；我希望我的预订会得到感谢；我不希望当我到达餐厅的时候却发现我的预订没有正确地记录和不在那儿Time to Train: 培训时间：30 minutes30分钟Why is this task important for you and our guests
3、?为什么这项任务对我们的客人和你是如此重要？Answers 回答: 1. To maximize the guest satisfaction确保客人的最大期望值2. To ensure the guest is not disappointed upon arrival because details are not correct确保客人不会因为预订的细节没有正确的记录而感到失望3. To ensure the restaurant operation can handle the guest volume/business for that meal period so every gu
4、est will have a good experience确保餐厅的运作能满足大量的客人/生意在整个服务期间每位客人会有一段好的经历WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题1) Answer the telephone接电话Answer the telephone within 3 rings.在铃响3声以内要接电话Why should the phone be answered within 3 rings?为什么要在铃响3声以内接电话？2) Greet the guest问候客人With a friendly a
5、nd smiling voice, say “Good Morning/Afternoon/Evening, XXXX speaking, how may I help you?”带着友善和柔和的声音，说：“早上好/下午好/晚上好，这是某某，我能怎样帮助你呢？”Why do you pick up the phone with a smiling & friendly voice? 为什么你拿起电话要有友善&柔和的声音说话？Why do you use your name?为什么你要报上你自己的名字？3) Take a reservation接受预订Take down all the rele
6、vant information in a courteous manner and record it in the Reservation Log:用有礼貌的方式得到所有的相关信息并把这些记录在预订本上：- Reservation name - 预订者的姓名- Number of guests- 客人的人数- Arrival date & time- 到达日期&时间- Special request (occasion)- 特殊的要求（场合）- Name of the caller, date and time- 来电话者的姓名，日期和时间- Smoking or non-smoking-
7、 吸烟与否- Contact telephone number- 联系电话Write legibly in block letters!记录时应用正规字体 Take a very close note of any writing or instructions in the diary as some periods may be fully booked, e.g. the dining period between 6.30pm and 7.00pm on a Friday evening is extremely busy and patrons may be advised to e
8、ither come earlier or later if that period is heavily booked.注意看客人在笔记本上的预订内容和要求，因为餐厅在某些时间段会被预订满，例如：在星期五晚上6:307:00的晚餐时间会特别忙，如果已全部预订，我们可建议客人在这之前或之后预订 Why do you need to be courteous?为什么要用礼貌地方式？Why do have to write down all the information?为什么你要记下来所有的信息？Why do you need so much information?为什么你需要这么多的信息？
9、Why do you need the callers name?为什么你要得到来电者的名字？Why do you need to have the caller phone number?为什么你要得到来电者的电话？Why is it advantageous to ask for smoking or non smoking?为什么你要利用这个机会来询问吸烟与否？4) Repeat the reservation to the guest.向客人重复预订的情况Say “May I repeat your reservation Mr./Mrs./Ms. XXXX ?” (Repeat al
10、l the information).说：“我能向你重复你的预订吗？某某先生/太太/小姐”（重复预订的内容）Thank the guest (by name) for calling and wish them a pleasant day. 感谢客人（使用他的名字）的来电并祝客人有愉快的一天Why do you need to repeat the reservations?为什么你需要重复预订内容？Why do you need to thank the guest?为什么你要感谢客人？5) Confirm the reservation with the guest on the arr
11、ival day. 在客人到达的那天同客人确认预订Waiter/tress or Hostess is to confirm the reservation in the morning between 09:00 and 11:00 hours. Say “ It is YOUR NAME from OUTLET NAME at the HOTEL NAME calling. I just wanted to confirm your reservation for X PEOPLE tonight. Can you confirm you will still be coming? Tha
12、nk you. We are looking forward to seeing you then”服务员或者迎宾在早上09：00到11：00之间向客人确认预订；说：“这是某某（你自己的姓名）从某某酒店（你的酒店）的某某餐厅（你的部门）打来的电话；我想同你确认你定的今晚多少人的晚餐，你能确定你会来吧？谢谢你，我盼望在那个时候见到你”Why do you need to confirm the reservation? 为什么你需要确认预订？DRILL LANGUAGE专业用语Why do you say you are looking forward to the guests arrival
13、? 为什么你要说你盼望客人的到来？Summary questions:1. Why should the phone be answered within 3 rings?2. Why do you pick up the phone with a smiling & friendly voice?3. Why do you use your name?4. Why do you need to repeat the reservation?5. Why do you need to be courteous?6. Why do have to write down all the infor
14、mation?7. Why do you need so much information?8. Why do you need the callers name?9. Why do you need to have the caller phone number?10. Why do you need to thank the guest?11. Why do you need to confirm the reservation?12. Why do you say you are looking forward to the guests arrival?Now ask the trainee to practice the task from start to end to test competency. TASK-TAKING A RESERVATION GEN-0018PAGE 1 OF 4
