咖啡廳早餐散餐服務(wù)程序(doc 14頁(yè)).doc

1、咖啡廳早餐散餐服務(wù)程序一餐前準(zhǔn)備 員工儀容、儀表。穿著干凈、平整的全套制服，穿著的鞋子干凈、符合酒店標(biāo)準(zhǔn)，佩帶名牌，儀容整潔，化淡妝。員工工作要求。）清楚了解當(dāng)天的訂餐情況、推介項(xiàng)目、缺銷品種。）工作時(shí)要做到有組織、有條理、有配合，與客人保持眼神交流，微笑服務(wù)，態(tài)度親切友好，對(duì)工作常用英語(yǔ)熟練、流利，在服務(wù)過(guò)程中，使用禮貌用語(yǔ)和服務(wù)規(guī)范用語(yǔ)，如果需要與其他同事交涉時(shí)，要顧及客人的存在，隨時(shí)照顧客人的需求。3餐臺(tái)擺設(shè)及物品。）餐廳里每張餐臺(tái)的擺設(shè)均一致；盆栽植物要符合要求。）餐巾、臺(tái)布干凈、熨燙平整、沒(méi)有任何污跡或破損。）根據(jù)需要擺放合適的刀叉。刀叉干凈、擦亮、款式相配。刀叉上的徽飾，圖案無(wú)褪色

2、。 ）玻璃杯、瓷器餐具干凈、無(wú)破損、款式相配。）冰桶干凈、擦拭亮凈。）鹽瓶和胡椒瓶干凈、裝滿、瓶口無(wú)堵塞。）干凈的糖盅內(nèi)裝有白糖、黃糖和代糖。）調(diào)味品抹凈、無(wú)變質(zhì)。）工作臺(tái)整齊放置足夠的餐具、用品。二餐位預(yù)訂1. 在三聲電話鈴響之內(nèi)接聽(tīng)。2. 接電話時(shí)，使用恰當(dāng)?shù)膯?wèn)候語(yǔ)、報(bào)部門(mén)名稱、接電話人姓名并表示提供協(xié)助（先英文，后中文），說(shuō)話時(shí)聲音要輕柔清晰、聲調(diào)愉快，語(yǔ)氣要平和、自然，使用禮貌用語(yǔ)?！癎ood morning. This is coffee shop. ( XXX speaking.) May I help you?”您好，咖啡廳，請(qǐng)問(wèn)有什么可以幫忙嗎？3. 接受訂座時(shí)，先詢問(wèn)客人姓名

3、，并至少一次在訂餐過(guò)程中使用。然后詢問(wèn)用餐人數(shù)、就餐時(shí)間、房間號(hào)碼或聯(lián)系電話、吸煙區(qū)還是非吸煙區(qū)。最后復(fù)述并確認(rèn)客人訂臺(tái)的有關(guān)細(xì)節(jié)要求，多謝客人。1) May I have your name, please? Under what name is this booking made, please?請(qǐng)問(wèn)您的姓名是什么？/請(qǐng)問(wèn)您以什么名義訂位？2) For how many people? / How many people will be in your party?請(qǐng)問(wèn)多少人用餐？3) For what date and what time, Mrs. Smith?史密史太太，請(qǐng)問(wèn)什么時(shí)候

4、和幾點(diǎn)鐘來(lái)用餐呢？4) Would you like the smoking area or Non Smoking area?請(qǐng)問(wèn)您喜歡吸煙區(qū)還是非吸煙區(qū)？5) Any request?還有什么要求嗎? 6) May I have your room number or telephone number, please? (So that we can contact you easily.)請(qǐng)問(wèn)您的房間號(hào)碼或聯(lián)系電話是多少？(這樣我們可以方便聯(lián)系您)7) Mrs. smith. May I repeat it? A table for two and non smoking area, A

5、t 7:30 tomorrow morning for Mrs. smith. Your telephone number is. Is that right?史密史太太，我重復(fù)一下您的訂臺(tái)：史密史太太訂兩位、非吸煙區(qū)的餐臺(tái)，時(shí)間是明天早上七點(diǎn)半，電話號(hào)碼是.對(duì)嗎？8) Thank you, Mr. / Ms smith, we are looking forward to seeing you!謝謝，史密史太太，我們將恭候您的到來(lái)。4. 在訂臺(tái)薄上清楚、準(zhǔn)確記下客人訂臺(tái)有關(guān)細(xì)節(jié)及特別要求（如客人要求留座的位置、臺(tái)數(shù)、臺(tái)形等）。三客人抵達(dá)餐廳/帶位1 客人到達(dá)餐廳后秒內(nèi)招呼客人。迎送員面帶笑容

6、，手持餐牌，鞠躬、親切、友善地問(wèn)候客人： “Good morning. Welcome to coffee shop. How many people are there in your party? / Table for one (two)?”早上好，歡迎光臨，請(qǐng)問(wèn)幾位呢？）應(yīng)在客人抵達(dá)后分鐘內(nèi)安排客人就座。）為客人安排已擺設(shè)好的餐臺(tái)，如臺(tái)還沒(méi)有收拾好，告知客人待臺(tái)收拾、擺設(shè)好后馬上入座?！癢ould you mind waiting for a while? The table was occupied, and were cleaning the table now, but I as

7、sure well take your seat as soon as its cleaned.”請(qǐng)稍等一會(huì)，那張臺(tái)的客人剛離開(kāi)，我們正在收拾，我保證，一旦收拾好，馬上讓您入座。）如餐廳已滿座，應(yīng)請(qǐng)客人稍等：“ Im sorry. Its full now. Would you like to wait a moment? Well arrange a table for you as soon as possible. 很抱歉，餐廳現(xiàn)在已經(jīng)滿座，請(qǐng)稍等一會(huì)兒，如果有臺(tái)，我們馬上為您安排。）客人提出需要江邊位時(shí)，而餐廳江邊位已滿時(shí)，不要一口回絕客人，要先幫客人查看一下再答復(fù)客人。Would y

8、ou mind to waiting for a moment? Let me have a check the table by the window if its possible now. 請(qǐng)稍等一下，讓我看一看現(xiàn)在是否還有江邊臺(tái)。）在確實(shí)沒(méi)有江邊臺(tái)后，應(yīng)先向客人解釋江邊位已訂滿，建議客人坐其它座位，及歡迎客人下次提早預(yù)訂，并向客人表示，如有江邊位再為他轉(zhuǎn)臺(tái)。Im sorry, sir. The table by the window is full now. How about this table? You can also enjoy the nice view of the ri

9、ver. (You can enjoy the waterfall and golden fish). 對(duì)不起，先生，現(xiàn)在江邊位確實(shí)已訂滿了，坐這張臺(tái)好嗎？你同樣可以欣賞到江景的。Well change the table by the window for you as soon as possible.如果有江邊臺(tái)，我們將馬上為您轉(zhuǎn)臺(tái)。Would you please book the table by the window at next time? And its the booking number. Thank you.請(qǐng)您下次提早預(yù)訂江邊位，這是訂座電話號(hào)碼，謝謝。）凡在門(mén)口看餐

10、牌的客人，迎送員要熱情向客人問(wèn)好，向客人介紹餐廳，推介餐廳品種給客人。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，我們咖啡廳供應(yīng)各式散點(diǎn)美食及自助餐，您可以進(jìn)來(lái)看一看，希望您喜歡。 詢問(wèn)客人是否使用旅行團(tuán)餐券：Do you have breakfast coupon / ticket?請(qǐng)問(wèn)您是否有早餐券嗎？） 如客人出示旅行團(tuán)餐

11、券的：* 迎送員應(yīng)馬上查看手上所持的團(tuán)號(hào)座位，請(qǐng)客人跟隨她到已安排的座位，并收取餐券。This way please. 這邊請(qǐng)。* 如有臺(tái)階，迎送員必須提醒客人：Be care step, please. 請(qǐng)小心臺(tái)階。* 告訴客人到自助餐臺(tái)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 mo

12、ving around.我們餐廳已經(jīng)為您準(zhǔn)備好了豐富的自助餐，請(qǐng)您到自助餐臺(tái)隨意選取食品，離座時(shí)，請(qǐng)保管好你的物品請(qǐng)慢用（指示動(dòng)作）。* 如旅行團(tuán)客人不愿按所安排的座位坐，可根據(jù)客人意愿安排就座。） 如客人不是旅行團(tuán)：* 迎送員應(yīng)詢問(wèn)客人喜歡吸煙或禁煙區(qū)。Would you like smoking area or non smoking area?請(qǐng)問(wèn)您喜歡吸煙區(qū)還是非吸煙區(qū)？ * 迎送員請(qǐng)客人跟隨她到餐桌旁。 This way please. 這邊請(qǐng)。* 途中詢問(wèn)客人的姓名，并在服務(wù)過(guò)程中使用。May I have your name, please? 請(qǐng)問(wèn)先生，怎樣稱呼您呢？* 如有臺(tái)階

13、，迎送員必須提醒客人：Be care step, please. 請(qǐng)小心臺(tái)階。* 到餐臺(tái)旁后，詢問(wèn)客人對(duì)餐臺(tái)的意見(jiàn)： “ How about this table? / Is this table all right? Mrs. Smith.”請(qǐng)問(wèn)史蜜斯太太，這張臺(tái)好嗎？* 拉椅、讓座、鋪餐巾。 “Take a seat, Please!” 請(qǐng)坐！* 請(qǐng)客人出示住房卡，查核是否包早餐。 “May I have a look your hotel passport please.”* 如客人住房卡上印有“COAC”或“Including breakfast in coffee shop”的字樣，

14、或客人住21-23樓商務(wù)樓層（有另行通知的房號(hào)除外），告知客人房間是包自助早餐。請(qǐng)慢用。Mrs. Smith. Your room is including buffet breakfast. We have prepared the rich breakfast buffet for you. Please feel free / help yourself to take it. I hope youll enjoy it.”先生/小姐，您的房間包括免費(fèi)自助早餐的，我們餐廳已經(jīng)為您準(zhǔn)備好了豐富的自助餐，請(qǐng)您到自助餐臺(tái)隨意選取食品，請(qǐng)慢用（指示動(dòng)作）。* 如客人房卡上無(wú)包早餐的字樣，詢問(wèn)客人

15、喜歡散點(diǎn)還是享用自助早餐。“Would you like to have a la carte or buffet?”請(qǐng)問(wèn)你喜歡散點(diǎn)還是自助餐呢？* 告訴用自助餐的客人到自助餐臺(tái)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 moving around. 我們餐廳已經(jīng)為您準(zhǔn)備好了豐富的自助餐

16、，請(qǐng)您到自助餐臺(tái)隨意選取食品（指示動(dòng)作），離座時(shí)，請(qǐng)保管好你的物品，請(qǐng)慢用。 迎送員把客情填寫(xiě)在客情紙上包括臺(tái)號(hào)、時(shí)間、人數(shù)、客人姓名（座號(hào)）客人的類別，如VIP客人則要特別關(guān)照所在區(qū)域的班長(zhǎng)、組長(zhǎng)做好服務(wù)，并告知餐廳經(jīng)理。然后馬上回迎送臺(tái)（保證迎送臺(tái)不空崗），途中應(yīng)留意有那些空臺(tái)，做好記錄，并與其他迎送溝通好。應(yīng)該將客人平均帶到各組，盡量避免同時(shí)幾張臺(tái)一起安排到同一組，以免影響服務(wù)質(zhì)量。 服務(wù)員要檢查客情表，并用規(guī)定的代號(hào)填寫(xiě)客人所帶的物品，如迎送員未能注明客人是否免費(fèi)用早餐時(shí)，要主動(dòng)向迎送員查核，寫(xiě)在客情表上。四服務(wù) 迎客：服務(wù)員主動(dòng)上前向客人問(wèn)好，協(xié)助迎送員拉餐椅，鋪餐巾。服務(wù)中與客人保

17、持眼神交流，稱呼客人姓氏，按先女后男，先賓后主，右上右撤的順序進(jìn)行服務(wù)。Good morning, sir / madam. 早上好（您好），歡迎光臨。 蓋西裝套：在1分鐘內(nèi)為客人放在餐椅上的西裝、手袋蓋上西裝套。May I put this cover on your coat? 問(wèn)咖啡、茶：在1分鐘內(nèi)，向前詢問(wèn)客人需要咖啡或茶。Would you like some coffee or tea? 請(qǐng)問(wèn)喜歡喝咖啡還是茶？ 上咖啡、茶：1分鐘內(nèi)在客人右邊上咖啡、3分鐘內(nèi)上茶，咖啡、奶茶要同時(shí)配上鮮奶，咖啡、茶斟至八分滿，撤走空位上的餐具，整理臺(tái)面，請(qǐng)客人用早餐。Mr. Li. Here is

18、your coffee. Enjoy your breakfast! 李先生，這是您的咖啡，請(qǐng)慢用！ 點(diǎn)菜：） 準(zhǔn)備好筆和紙，畫(huà)好臺(tái)圖，將客人所點(diǎn)的咖啡、茶記錄在臺(tái)圖上。） 點(diǎn)菜前，要清楚了解餐牌上菜式的用料、烹調(diào)時(shí)間、配料等。） 服務(wù)員在客人就座分鐘內(nèi)即上前為客人點(diǎn)菜。Mr. Li. May I take your order now? 李先生，我現(xiàn)在可以為您點(diǎn)菜嗎？） 點(diǎn)菜時(shí)，要了解和照顧客人的需求，介紹相應(yīng)的食品，先建議客人點(diǎn)套餐可介紹中式早餐、美式早餐。May I suggest the American breakfast / Chinese breakfast to you? A

19、點(diǎn)菜時(shí)，要快而準(zhǔn)地引導(dǎo)客人進(jìn)行選擇，詢問(wèn)所有的細(xì)節(jié)，如雞蛋的做法，配煙肉還是香腸，面包是在主食前上或與主食一起上等，節(jié)省客人的點(diǎn)菜時(shí)間。當(dāng)客人點(diǎn)美式早餐時(shí)，問(wèn)：What kind of juice would you like? We have orange juice, apple juice, pineapple juice, tomato juice, and grapefruit juice. Which one would you prefer?客人點(diǎn)完果汁后，問(wèn)：What kind of cereal would you like? We have corn flake, hone

20、y nutos, all bran or shredded wheat. Which one would you prefer?客人點(diǎn)完谷麥類后，問(wèn)：How would you like your egg? Fried egg, scrambled egg, poached egg or boiled egg?如客人點(diǎn)Boiled egg，還要問(wèn)：How would you like your boiled egg?點(diǎn)完蛋后，問(wèn)：With ham, bacon or sausage? / Would you like ham, bacon or sausage to go with your

21、egg?點(diǎn)完后，問(wèn)：What kind of bread would you like? We have toast, croissant, Danish pastries or muffin. Which one would you prefer?問(wèn)面包幾時(shí)上：Would you like you bread served now or go with your egg?點(diǎn)完后，重復(fù)order：May I repeat your order now? You have order . Is it right?B 如客人只是點(diǎn)一份食品，應(yīng)詢問(wèn)客人要不要配面包、果汁等。Would you lik

22、e some to go with your ?請(qǐng)問(wèn)您要不要些來(lái)配您的呢？C 如其中一客人只點(diǎn)了一份主菜（如煎蛋、通心粉、粥），詢問(wèn)客人所點(diǎn)的主菜是跟其他客人的主盤(pán)一起上還是先上。Would you like your fried egg served with their eggs or before?請(qǐng)問(wèn)您的雞蛋是跟其他客人的主盤(pán)一起上還是先上呢？D 如客人點(diǎn)了一些需較長(zhǎng)時(shí)間烹制的菜時(shí)，要提醒客人該菜需要等候的時(shí)間。Would you mind your pancake will be take about 15 minutes?您的班戟需要制作15分鐘，請(qǐng)問(wèn)您是否介意等呢？It take

23、s some time for this dish. Would you mind to wait a little bit longer?您的菜需要花一些時(shí)間，請(qǐng)問(wèn)您是否介意等呢？E 如果客人不從餐牌上點(diǎn)菜，應(yīng)請(qǐng)客人稍等，馬上詢問(wèn)廚師能否滿足客人要求，盡快回復(fù)客人，如不能滿足客人要求時(shí)，應(yīng)介紹類似的品種。Im afraid it is not on our menu. But Ill ask my chef if it is available.這道菜餐牌上沒(méi)有，但我可以問(wèn)一下廚師能否做。Im sorry. That dish is not available now. May I sugg

24、est you to try our.對(duì)不起，我們不能提供那道菜，我可以建議.給您嗎？F 準(zhǔn)確記錄客人的點(diǎn)菜，并向每位客人復(fù)述他們所點(diǎn)的菜，多謝客人。So your order is . Is that all right? Thank you! Mr. Li.李先生，你們點(diǎn)了，對(duì)嗎？謝謝！G如點(diǎn)了散點(diǎn)的客人吃自助餐食品時(shí)，應(yīng)上前禮貌地對(duì)客人建議說(shuō)：Excuse me, sir. How would you like our buffet food? It looks delicious? If you do want to take buffet. We can cancel the a l

25、a cart for you.先生，打擾一下，請(qǐng)問(wèn)您是否覺(jué)得我們的自助餐食品看起來(lái)很吸引人，您是否想轉(zhuǎn)用自助餐呢？我們可以幫您取消之前的散點(diǎn)的。H如客人自帶酒水在餐廳飲用，應(yīng)婉轉(zhuǎn)地向客人解釋說(shuō)：對(duì)不起，先生，根據(jù)我們賓館的規(guī)定，我們不接受客人自帶的酒水的。我們餐廳有同款的酒水提供，請(qǐng)問(wèn)您是否需要點(diǎn)用呢？I am sorry, sir. According to our hotels regulation, we dont accept that the guests bring their own drinks. The same kinds of drinks are available i

26、n our restaurant. Would you like to try?五 迅速、正確地按出菜順序?qū)Ⅻc(diǎn)菜輸入電腦。六上菜1）擺位：根據(jù)客人的點(diǎn)菜擺上所需的刀、叉。2）在點(diǎn)菜后10分鐘內(nèi)上菜。3）上菜時(shí)：A 食品與餐牌上的描述應(yīng)相符，食品的溫度要合適，外觀和色澤要讓人接受，分量要讓人接受，要按客人要求烹制。B按先冷（果汁、水果、谷物類）后熱（蛋、通心粉、粥等）順序上菜。C按先女后男、先賓后主、順時(shí)鐘方向進(jìn)行服務(wù)，按臺(tái)圖正確地給每一位客人上菜而無(wú)需任何提示，餐碟邊沿上的徽飾是否呈六時(shí)或十二時(shí)角度正對(duì)客人擺放，為客人報(bào)上菜名，餐碟較燙，應(yīng)提醒客人，提供適合的調(diào)料，從客人左邊派上，最后請(qǐng)客人慢

27、用。D根據(jù)上菜要求撤走用完的餐具、刀叉，更換所需的刀叉。七巡臺(tái)） 在客人喝完杯中的咖啡、茶后分鐘內(nèi)即為客人重新添加，并留意糖、奶是否要添加。Mr. Li. Would you like some more coffee?李先生，請(qǐng)問(wèn)要加咖啡嗎？） 客人離開(kāi)餐臺(tái)時(shí)，服務(wù)員應(yīng)主動(dòng)上前為客人疊好餐巾（疊成長(zhǎng)方形），擺在牛油碟上，并把餐椅推正。如發(fā)現(xiàn)客人有貴重物品留在餐臺(tái)上或餐臺(tái)附近，應(yīng)注意看管，并提醒客人：“ Please take care of your luggage when you are moving around.” 離座時(shí)，請(qǐng)保管好您的隨身攜帶的物品。）客人回來(lái)時(shí)，服務(wù)員必須為客人拉

28、餐椅、鋪餐巾。）每次客人掐滅一個(gè)煙頭，都要更換煙灰缸，撤走空杯、空碟。Mr. Li. May I take it away? 李先生，我可以把它拿走嗎？）在客人用餐過(guò)程中，到餐桌旁詢問(wèn)客人對(duì)服務(wù)滿意與否。 How about you food and our service?） 在客人用完餐后3分鐘內(nèi)清走餐碟、刀叉，把咖啡杯擺在客人正前面。八準(zhǔn)備帳單服務(wù)員應(yīng)在客人結(jié)帳前預(yù)先準(zhǔn)備好帳單，帳單要清晰、正確地列出各項(xiàng)明細(xì)，放在干凈、完好的帳單夾里，并附上酒店專用筆。九結(jié)帳 在客人提出結(jié)帳后分鐘內(nèi)在客人右邊呈上帳單。Mr. Li , here is your bill, Totally XXX yua

29、n at all, thank you.李先生，這是你的帳單，多謝XXX元。 客人付現(xiàn)金時(shí)，* 要當(dāng)面點(diǎn)清并向客人報(bào)數(shù)、致謝。Thank you so mush. Wait a minute please. Ill be right back to take your change and receipt. 謝謝，共.元，請(qǐng)稍等，我馬上把零錢(qián)送來(lái)。* 結(jié)帳后，將客人的收據(jù)或發(fā)票以及找零用帳單夾夾好，送回給客人。如客人要求取發(fā)票，服務(wù)員核對(duì)發(fā)票數(shù)據(jù)準(zhǔn)確后，將發(fā)票裝入發(fā)票袋里，連同白單、零錢(qián)一同送回給客人。Here is you change and receipt. Thank you. 這是您的找零和收據(jù)，謝謝。*客人結(jié)帳時(shí)沒(méi)有要求取發(fā)票，但過(guò)后持白單要求開(kāi)發(fā)票的，如客人是當(dāng)天結(jié)帳的，由領(lǐng)班以上簽名確認(rèn)后發(fā)給客人；如不是當(dāng)天結(jié)帳的，