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1、西餐部咖啡厅早餐自助餐服务程序一餐前准备1员工仪容、仪表。穿着干净、平整的全套制服，穿着的鞋子干净、符合酒店标准，佩带名牌，仪容整洁，化淡妆。员工工作要求。）清楚了解当天的订餐情况、推介项目、缺销品种。）工作时要做到有组织、有条理、有配合，与客人保持眼神交流，微笑服务，态度亲切友好，对工作常用英语熟练、流利，在服务过程中，使用礼貌用语和服务规范用语，如果需要与其他同事交涉时，要顾及客人的存在，随时照顾客人的需求，在客人招手前主动为客人提供服务。3餐台摆设及物品。）餐厅里每张餐台的摆设均一致；盆栽植物要符合要求。）餐巾、台布干净、熨烫平整、没有任何污迹或破损。）根据需要摆放合适的刀叉。刀叉干净、
2、擦亮、款式相配。刀叉上的徽饰，图案无褪色。 ）玻璃杯、瓷器餐具干净、无破损、款式相配。）冰桶干净、擦拭亮净。）盐瓶和胡椒瓶干净、装满、瓶口无堵塞。）干净的糖盅内装有白糖、黄糖和代糖。）调味品抹净、无变质。）工作台整齐放置足够的餐具、用品。二餐位预订1在三声电话铃响之内接听。2接电话时，使用恰当的问候语、报部门名称、接听电话人姓名并表示提供协助（先英文，后中文），说话时声音要轻柔清晰、声调愉快，语气要平和、自然，使用礼貌用语。“Good morning. This is coffee shop. ( XXX speaking.) May I help you?”您好，咖啡厅，请问有什么可以帮忙吗
3、？3接受订座时，先询问客人姓名，并至少一次在订餐过程中使用。然后询问用餐人数、就餐时间、房间号码或联系电话、吸烟区还是非吸烟区。最后复述并确认客人订台的有关细节要求，多谢客人。1) May I have your name, please? Under what name is this booking made, please?请问您的姓名是什么？/请问您以什么名义订位？2) For how many people? / How many people will be in your party?请问多少人用上餐？3）For what date and what time, Mrs. Smi
4、th?史密史太太，请问什么时候和几点钟来用餐呢？4) Would you like the smoking area or Non Smoking area?请问您喜欢吸烟区还是非吸烟区？5) Any request?还有什么要求吗? 6) May I have your room number or telephone number, please? (So that we can contact you easily.)请问您的房间号码或联系电话是多少？(这样我们可以方便联系您)7) Mrs. Smith .May I repeat it? A table for two and No s
5、moking area, At 7:30 tomorrow morning for Mrs.Smith. Your telephone number is . is that right?史密史太太，我重复一下您的订台：史密史太太订两位、非吸烟区的餐台，时间是明天早上七点半，电话号码是.对吗？8) Thank you, Mr. / Ms smith, we are looking forward to seeing you!谢谢，史密史太太，我们将恭候您的到来。4在订台薄上清楚、准确记下客人订台有关细节及特别要求（如客人要求留座的位置、台数、台形等）。三客人抵达餐厅/带位1 客人到达餐厅后秒内
6、招呼客人。迎送员面带笑容，手持餐牌，鞠躬、亲切、友善地问候客人：“Good morning. Welcome to coffee shop. How many people are there in your party? / Table for one (two)?”早上好，欢迎光临，请问几位呢？）应在客人抵达后分钟内安排客人就座。）为客人安排已摆设好的餐台，如台还没有收拾好，告知客人待台收拾、摆设好后马上入座。 “Would you mind waiting for a while? The table was occupied, and werecleaning the table no
7、w, but I assure well take you seat as soon as its cleaned.”请稍等一会，那张台的客人刚离开，我们正在收拾，我保证，一旦收拾好，马上让您入座。）如餐厅已满座，应请客人稍等：“ Im sorry. Its full now. Would you like to wait a moment? Well arrange a table or you as soon as possible. Please have a seat here.很抱歉，餐厅现在已经满座，请稍等一会儿，如果有台，我们马上为您安排。4）客人提出需要江边位时，而餐厅江边位已
8、满时，不要一口回绝客人，要先帮客人查看一下再答复客人。Would you mind to waiting for a moment? Let me have a check the table by the window if its possible now. 请稍等一下，让我看一看现在是否还有江边台。5）在确实没有江边台后，应先向客人解释江边位已订满，建议客人坐其它座位，及欢迎客人下次提早预订，并向客人表示，如有江边位再为他转台。Im sorry, sir. The table by the window is full now. How about this table? You can
9、 also enjoy the nice view of the river. (You can enjoy the waterfall and golden fish). 对不起，先生，现在江边位确实已订满了，坐这张台好吗？你同样可以欣赏到江景的。Well change the table by the window for you as soon as possible.如果有江边台，我们将马上为您转台。Would you please book the table by the window at next time? And its the booking number. Thank
10、you.请您下次提早预订江边位，这是订座电话号码，谢谢。6）凡在门口看餐牌的客人，迎送员要热情向客人问好，向客人介绍餐厅，推介餐厅品种给客人。Good morning, sir / madam. Our coffee shop offers variety styles of a la carte & buffet. Please come in and have a look. I hope you will like it?早上好，先生 / 小姐，我们咖啡厅供应各式散点美食及自助餐，您可以进来看一看，希望您喜欢。 2询问客人是否使用旅行团餐券：Do you have breakfast c
11、oupon / ticket?请问您是否有早餐券吗？1）如客人出示旅行团餐券的：* 迎送员应马上查看手上所持的团号座位，请客人跟随她到已安排的座位，并收取餐券。This way please. 这边请。* 如有台阶，迎送员必须提醒客人：Be care step, please. 请小心台阶。* 告诉客人到自助餐台取食物和看管好自已的物品。We have prepared the rich breakfast buffet for you. Please feel free / help yourself to take it. I hope youll enjoy it. Please tak
12、e care of you luggage when you are morning around.我们餐厅已经为您准备好了丰富的自助餐，请您到自助餐台随意选取食品，离座时，请保管好你的物品请慢用（指示动作）。* 如旅行团客人不愿按所安排的座位坐，可根据客人意愿安排就座。2）如客人不是旅行团：* 迎送员应询问客人喜欢吸烟或禁烟区。Would you like smoking area or non smoking area?请问您喜欢吸烟区还是非吸烟区？ * 迎送员请客人跟随她到餐桌旁。 This way please. 这边请。* 途中询问客人的姓名，并在服务过程中使用。May I have
13、 your name, please? 请问先生，怎样称呼您呢？* 如有台阶，迎送员必须提醒客人：Be care step, please. 请小心台阶。* 到餐台旁后，询问客人对餐台的意见： “ How about this table? / Is this table all right? Mrs. Smith.”请问史蜜斯太太，这张台好吗？* 拉椅、让座、铺餐巾。 “Take a seat, Please!” 请坐！* 请客人出示住房卡，查核是否包早餐。 “May I have a look at your hotel passport, please.”* 如客人住房卡上印有“COAC
14、”或“Including breakfast in coffee shop”的字样，或客人住21-23楼商务楼层（有另行通知的房号除外），告知客人房间是包自助早餐。请慢用。Mrs. Smith. Your room is including buffet breakfast. We have prepared the delicious breakfast buffet for you. Please feel free / help yourself to take it. I hope youll enjoy it.”先生/小姐，您的房间包括免费自助早餐的，我们餐厅已经为您准备好了丰富的自
15、助餐，请您到自助餐台随意选取食品，请慢用（指示动作）。* 如客人房卡上无包早餐的字样，询问客人喜欢散点还是享用自助早餐。“Would you like to have a la carte or buffet?”请问你喜欢散点还是自助餐呢？* 告诉用自助餐的客人到自助餐台取食物和看管好自已的物品。We have prepared the rich breakfast buffet for you. Please feel free/help yourself to take it. I hope youll enjoy it. Please take care of you luggage when you are morning around. 我们餐厅已经为您准备好了丰富的自助餐，请您到自助餐台随意选取食品（指示动作），离座时，请保管好你的物品，请慢用。3迎送员把客情填写在客情纸上包括台号、时间、人数、客人姓名（座号）客人的类别，如VIP客人则要特别关照所在区域的班长、组长做好服务，并
