餐廳服務(wù)的特點(diǎn)

職業(yè)教育國(guó)際郵輪乘務(wù)管理專業(yè)教學(xué)資源庫(kù)《郵輪運(yùn)營(yíng)服務(wù)職業(yè)技能證培訓(xùn)（高）》（任務(wù)項(xiàng)目-餐廳服務(wù)）學(xué)校：大連澤軟信息技術(shù)有限公司授課老師：羅琳餐廳服務(wù)的特點(diǎn)CharacteristicsofRestaurantService餐飲服務(wù)的概念及特性

The

concept

and

characteristics

of

cateringservices

餐飲業(yè)所銷售的不僅是餐食和飲料，同時(shí)包括廳的空間、裝潢、設(shè)備以及服務(wù)。

Restaurants

sell

not

only

meals

and

drinks，

but

also

restaurant

space，

decorations，

equipmentsand

services.服務(wù)是一種態(tài)度，是在特定的時(shí)間和地點(diǎn)及時(shí)去了解并提供客人所需，讓客人有賓至如歸的感覺(jué)。服務(wù)必須是發(fā)自內(nèi)心、表現(xiàn)于外的具體呈現(xiàn)。

Service

is

an

attitude

of

knowing

and

providing

what

guests

need

at

a

specifictime

and

placeto

make

them

feel

at

home.

The

service

impulsion

must

be

from

the

heart，

in

theconcrete

appearance.

服務(wù)對(duì)客人而言是一種感覺(jué)。客人置身于餐廳中，對(duì)服務(wù)的需求是十分廣泛且抽象的，對(duì)服務(wù)的評(píng)價(jià)也會(huì)隨環(huán)境、心境的變化而有所不同。對(duì)于服務(wù)的特性，各專家給出了不同的說(shuō)法，在這里我們總結(jié)為以下4點(diǎn):

Service

is

a

kind

of

feeling

to

the

customer.

When

the

customer

is

in

the

restaurant，

the

demandfor

the

service

is

very

extensive

and

abstract，

and

the

evaluation

of

the

service

will

be

withthe

change

of

the

environment

and

mood.

Experts

have

given

different

accounts

of

the

nature

of

the

service.

Here

we

summarize

the

following

four

points:

餐飲服務(wù)的概念及特性

The

concept

and

characteristics

of

cateringservices

（一）無(wú)形性

Intangibility

服務(wù)的無(wú)形性是指服務(wù)不是具象的。

The

intangible

service

refers

to

the

service

that

is

not

specific.（二）異質(zhì)性

Heterogeneity

服務(wù)的異質(zhì)性是指不同服務(wù)人員對(duì)客人提供的服會(huì)有所不同，同一服務(wù)人員對(duì)不同客人提供的服務(wù)也會(huì)有所不同。

The

heterogeneity

of

service

means

that

the

service

provided

to

the

guests

by

different

servicepersonnel

will

be

different,

and

the

service

provided

by

the

same

waiter

to

different

customers

alsowill

be

different.

餐飲服務(wù)的概念及特性

The

concept

and

characteristics

of

cateringservices

（三）不可分割性

Indivisibility

提供服務(wù)的人和設(shè)備必須與客人的需求同時(shí)出現(xiàn)，服務(wù)有著不可分割的特性。

Service

providers

and

equipment

must

come

together

with

the

customers’

demand，

with

itsindivisible

characteristics.

（四）易逝性

Perishability

服務(wù)是稍縱即逝的，是無(wú)法儲(chǔ)存的。

Service

is

fleeting

and

cannot

be

stored.

餐飲服務(wù)的品質(zhì)

The

quality

of

catering

services

餐飲服務(wù)的品質(zhì)包括:服務(wù)效率、適時(shí)服務(wù)、與客人溝通良好、服務(wù)一致性、良好的服務(wù)態(tài)度、具備專業(yè)知識(shí)、服務(wù)具有彈性、建立顧客反饋系統(tǒng)。

The

quality

of

catering

services

includes:

service

efficiency，

timely

service.

Goodcommunication

with

guests，

consistency

of

service，

good

service

attitude，

professional

knowledge

ofservice

personnel.

flexibility

of

service，and

establishment

of

customer

feedback

system.

（一）服務(wù)效率

Service

efficiency

對(duì)餐廳服務(wù)人員而言，在工作中表現(xiàn)快速而順暢，能使客人感到舒適自在。在餐廳營(yíng)業(yè)前做好相應(yīng)的準(zhǔn)備工作，團(tuán)隊(duì)成員配合良好，能工作效率提高，從而順利完成服務(wù)接待工作。

For

restaurant

service

personnel，

the

performance

of

a

rapid

and

smooth

rhythm

in

the

work

canmake

guests

feel

comfortable.

That

the

service

personnel

make

the

corresponding

preparation

work

before

the

restaurant

is

open

and

the

team

members

well，

can

make

the

working

efficiency

improve，

thus

smoothly

completing

the

service

reception

work.

（二）適時(shí)服務(wù)

Timely

一名優(yōu)秀的服務(wù)人員要能夠隨時(shí)觀察并預(yù)知客人的潛在需求，主動(dòng)并適時(shí)地提供適當(dāng)?shù)姆?wù)

A

good

service

personnel

should

be

able

to

and

observeandpredict

the

potential

needs

of

guests,to

deliver

appropriate

initiatively

atpropertime.

餐飲服務(wù)的品質(zhì)

The

quality

of

catering

services

（三）與客人溝通良好

Good

communicationwithguests

服務(wù)人員與客人的溝通方式會(huì)因?yàn)椴蛷d類型不同有所差異，同時(shí)，服務(wù)人員應(yīng)針對(duì)不同類型的客人適時(shí)調(diào)整自己的溝通方式。若客人刻意保持與服務(wù)人員的距離，不愿多溝通，那么服務(wù)人員就盡量不要打擾客人

The

ways

of

communicationbetween

servicepersonnelandguestwill

vary

accordingto

the

types

ofrestaurant.

At

the

same

time，

the

service

personnelshouldadjusttheir

communication

methods

according

tothedifferent

of

guests.

If

guests

deliberately

maintain

a

distance

service

fromservicepersonnel

and

do

not

want

to

domorecommunication，

then

service

personnelshouldnotdisturbguestas

far

as

possible.

（四）服務(wù)一致性Consistency

of

service

若客人喜歡餐廳的食物、環(huán)境、服務(wù)，就會(huì)再光臨餐廳。如果餐廳無(wú)法提供一致性、高水準(zhǔn)的食物和服務(wù)，客源就會(huì)逐漸流失。服務(wù)的一致性是指針對(duì)每一位客人在每一個(gè)時(shí)刻，均能提供一致的高品質(zhì)服務(wù)。

If

guests

like

the

restaurant’s

food，

environment

and

service，

then

they

will

come

to

therestaurant

again.

If

the

restaurant

can

not

provide

a

consistent

standard

of

food

and

service，

theguests

will

gradually

leave.

Consistency

of

service

means

that

every

guest

can

be

provided

with

consistent

high

quality

services

at

every

moment.

餐飲服務(wù)的品質(zhì)

The

quality

of

catering

services

（五）良好的服務(wù)態(tài)度

Good

service

attitude

良好的服務(wù)態(tài)度包括服務(wù)人員態(tài)度主動(dòng)積極、服務(wù)殷勤周到、服務(wù)技巧熟練等。

Good

service

attitude

includes

active

attitude，

courteous

service，

proficient

service

skills

and

so

on.（六）具備專業(yè)知識(shí)

Professional

knowledge

of

service

personnel

服務(wù)人員必須對(duì)餐廳所提供的產(chǎn)品進(jìn)行充分了解，能介紹或回答客人提出的問(wèn)題。

The

service

personnel

must

have

a

good

understanding

of

the

products

provided

in

the

restaurant

in

order

to

introduce

or

answer

guests’questions.

餐飲服務(wù)的品質(zhì)

The

quality

of

catering

services

（七）服務(wù)具有彈性

Flexibility

of

service

雖然餐廳各崗位均有各自的標(biāo)準(zhǔn)作業(yè)流程（SOP），但有時(shí)候服務(wù)規(guī)則必須根據(jù)實(shí)際情況做出調(diào)整。服務(wù)人員應(yīng)根據(jù)實(shí)際情況來(lái)調(diào)整服務(wù)策略。

Although

restaurant

positions

have

their

own

standard

operating

procedures（SOP），

sometimes

service

rules

must

be

adjusted

to

the

actual

situation.

The

service

personnel

should

adjust

the

service

strategy

according

to

the

actual

situation.

（八）建立顧客反饋系統(tǒng)

Establishment

of

customer

feedback

system

餐廳應(yīng)建立顧客反饋機(jī)制和系統(tǒng)，對(duì)于顧客反的問(wèn)題進(jìn)行積極調(diào)查并做出回應(yīng)，此作為改進(jìn)服務(wù)的依據(jù)。

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