酒店宴會服務(wù)標(biāo)準(zhǔn)課件

CONTENT-4of6內(nèi)容簡介

19.TowelService

20.BeverageService

21.WineTemperature

葡萄酒溫度

22.WinebytheGlass杯賣葡萄酒23.WinebytheBottle

瓶賣葡萄酒 24.Coffee&TeaService

咖啡及茶水服務(wù)標(biāo)準(zhǔn)

F&BCorePractices餐飲部核心規(guī)范3.Restaurants,Bars&Lounges餐廳,酒吧,酒廊

酒店宴會服務(wù)標(biāo)準(zhǔn)CONTENT-5of6內(nèi)容簡介

25.Servingitemsordered

服務(wù)所點菜式 26.RefoldingofNapkins

整疊口布

27.Refill&Clearing

補(bǔ)充及清理 28.SupplementalOrders

補(bǔ)單 29.ServiceDelays

服務(wù)延誤 30.GuestSatisfaction

客人滿意度

F&BCorePractices餐飲部核心規(guī)范3.Restaurants,Bars&Lounges餐廳,酒吧,酒廊

酒店宴會服務(wù)標(biāo)準(zhǔn)CONTENT-6of6內(nèi)容簡介31.Ashtrays

煙灰缸服務(wù)標(biāo)準(zhǔn) 32.PresentingtheBill

呈現(xiàn)帳單 33.Payment

付款 34.LeavingtheTable

離臺 35.BiddingFarewell

送別客人F&BCorePractices餐飲部核心規(guī)范3.Restaurants,Bars&Lounges餐廳,酒吧,酒廊

酒店宴會服務(wù)標(biāo)準(zhǔn)Tablesareset-upaccordingtothereservationsmade.Specialrequirementsareprepared,dietaryrequestsarecommunicatedtotheculinaryteamwellinadvancepriortothestartofservice.Specialsetmenusarecheckedinspellingandaccordingtotheguest’srequest.根據(jù)預(yù)定設(shè)置餐桌,提前與廚師溝通客人的特別要求.特殊菜單符合賓客的需求,無拼寫錯誤.PICTUREPhotooftableset-uparrangementwithChampagneinacoolertable-sideandmenusonthetable1.TableSet-Up設(shè)臺

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)SideandServiceStationsareclean,arrangedandwellequippedwithsufficientmise-en-place.Soiledplatesareremovedimmediatelyandpilingupofdishesshouldbeavoidedthroughouttheserviceperiod.服務(wù)臺保持整潔，準(zhǔn)備足夠的用具。用過的盤子及時收走。

2.Servicestation服務(wù)操作臺Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Teamleadersareclearlyassignedtotheirstationsandareinchargetohandleordersanddeliveryofmenuitemsasperservicestandardsset.Theyaretheonlyonestakingordersorrespondingtoanysupplementalguestrequeststoavoidthatguestsapproachedseveraltimesforthesamerequest.主管需了解所分配到的區(qū)域,按照每個服務(wù)標(biāo)準(zhǔn)負(fù)責(zé)點單及菜單的傳遞。只有主管才能給客人點單或回應(yīng)客人其他要求,以免讓客人重復(fù)為同一個問題尋求幫助。PICTURETeamleaderinstation

3.StationAssignment區(qū)域分配Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Ahostessisalwaysattherestaurant’s/bar’sentrance.保持一名領(lǐng)位員在餐廳/酒吧入口處.4.Hostess領(lǐng)位臺

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Allguestsareimmediatelyacknowledgedonarrivaltotherestaurantorbarwithawarmsmile,appropriateeyecontact,withtheChinesegreeting(accordingtothetimeoftheday),usingtheguest’sname(whenknown)andbywelcomingtotheoutlet.客人到達(dá)后面帶微笑用中文給予及時的問候,保持適當(dāng)?shù)难凵窠佑|.“NihaoMr.Smith.WelcometoYiCafé.”“你好李先生，歡迎來到怡咖啡?！?.Greeting與客問候

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)AllGuestsareaskediftheyhavemadeareservation(exceptforbreakfast)whenarrivingattheoutletandaskedforthenameunderwhichthebookingwasmade.賓客到達(dá)餐廳后詢問客人是否有預(yù)定(早餐除外),和預(yù)定人姓名.“Didyoumakeareservationwithus?MayIhaveyournameplease?”請問你有預(yù)定嗎?請問您貴姓?6.AskingforReservation詢問預(yù)定情況

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Iftheguestsdidnothaveareservation,askforseatingpreferencesandassigntableaccordingly.Besttablesareassignedforsinglediners.如果客人沒有事先定位,要詢問客人對座位的喜好,為單獨用餐的賓客準(zhǔn)備最佳的位置.“Sir/Madam,wouldyouprefersmokingornon-smoking?”請問您喜歡在吸煙區(qū)/非吸煙區(qū)入座?7.SeatingPreferences座位喜好

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Assistguestsalwayswithcoatsandbags.Firstattendtodisabled,elderly,ladiesandchildren,thentomen.為客人擺放大衣和隨身物品,并首先為殘疾人士,老年人,女士及兒童服務(wù).“MayIhelpyouwithyourcoat/bag,Sir,Madam?”我可以幫您嗎?(外套或包)8.AssistingwithCoats輔助存放大衣

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Iftheguestshavemadeareservationbutthetablewillnotbereadywithin10minutespastthereservedtime,guestsareofferedacomplimentarydrinkatthenearbybar,loungeorseatingarea.如果客人已經(jīng)事先預(yù)定而餐桌在10分鐘之內(nèi)不能準(zhǔn)備好,我們必須安排客人在臨近的酒廊稍作休息并提供免費飲品.“Mysincereapologiesthatyourtableisnotreadyyet.MayIofferyouadrinkatthebarwhileyouarewaiting?”非常抱歉,您的座位暫時還未準(zhǔn)備好,您介意在我們酒吧先喝杯飲料嗎?9.NoTablesavailable餐廳客滿

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Iftherewasnoreservationmade,colleaguesshouldinformtheguestonanestimatedtimewhenthenexttablebecomesavailableorofferanalternatediningvenue.客人如果沒有事先預(yù)定而我們暫時沒有空桌,必須告知客人大致的等候時間或給予其他餐廳的信息和建議.“Thereisatableavailablearound9:00pm.Wouldthatbealrightforyou?/MayIofferyouoneofourotherdiningvenues?”您大約要等到九點鐘,請問有問題嗎?/我可以為您建議其他的餐廳嗎?9.NoTablesavailable餐廳客滿

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Allguestsareescortedtotheirtableinagraciousandefficientmanner.Colleaguesacknowledgeandgreetguestsbysteppingbackwithgraceinordertoallowgueststopassby.Donotwalktoofastandmakesurethatguestsarefollowing.將客人引領(lǐng)至座位.員工應(yīng)稍稍退后讓客人經(jīng)過,不要步伐太快,確保客人能看到并跟隨.“ThisWayplease,Mrs.Smith.”李先生,這邊請.10.Escorting帶位

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Colleaguestoensurethatguestswillonlybeseatedatfullypreparedtables.Uponthearrivalatthetable,colleagueswillaskfortheguest’sapprovaloftheselectedtable.確保所安排的餐桌餐具齊全.詢問客人對安排的餐桌是否滿意.“Sir/Madam,isthistablealrightforyou?”先生/女士,這個位置您覺得滿意嗎?11.Arrivalatthetable到達(dá)餐臺

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Chairassistanceisgiventoallguestsafterhavingbeenescortedtotheirtable(ladiesfirst).Colleagueswaituntilallguestsareseatedbeforeleavingthetableandthenwishanenjoyablediningexperience.盡可能為每位賓客拉椅子.待客人全部入座后離開并預(yù)祝用餐愉快.“PleaseSir/Madam,enjoyyourlunch/dinner.”祝您用餐愉快.12.ChairAssistance拉椅子

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)ColleaguestoofferrecommendationonChineseteaimmediatelyaftertheguestsareseated.Teaisservedwithin5minutes.入座后向客人推薦中式名茶,并于五分鐘內(nèi)服務(wù)給賓客.“Nihao,Mrs.Smith.MayIofferyousometea?Wehavethefollowingselection.”您好.李先生,我可以向您推薦一些茶嗎?13.ServingTea(ChineseRestaurantonly)上茶(僅供中餐廳參考)

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Theguest’sorderistakenimmediatelyornotlaterthan30secondsafterseating.Theguestisacknowledgedwithawarmsmile,theChinesegreeting(accordingtothedaytime)andbyusingtheguest’sname(whenknown).客人入座后30秒內(nèi)點單,面帶微笑稱呼客人的名字.“Nihao,Mr.Smith.Wouldyouliketoplaceyourorder?”“您好,李先生。我可以為您點單嗎?”14.TakingtheOrder點單

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Whentakinganorder,ladiesfirstandhostlast.Colleagueswillrememberwhoorderedwhattoavoidtoaskagainoncethebeveragesanddishesareserved.先為女士點單,并做好記錄,避免再次詢問客人Inquireifguestprefersfamilyorformalstyleservice(ChineseRestaurantonly).詢問客人是否需要分菜服務(wù)(僅在中餐廳適用).PICTUREWaitertakingorder.14.TakingtheOrder點單

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Colleaguestoupsellbeverages,startersordessertsifnotordered.推銷飲品,開胃菜或甜點.“MayIrecommendyouagoodglassofredwinewith…./adessertafter…”我可以向您推薦一杯葡萄酒/甜點?.15.Upselling促銷

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Orderstakenarealwaysrepeatedtotheguest.Thisdoesnotapplyforsingleguestswhohaveorderedonebeverageordishonly.重復(fù)客人的點單,不適用于僅點了一份飲料或食品的客人“MayIrepeatyourorder,Sir,Madam?Foryouone…”請允許我重復(fù)您的點單,先生/女士?您的一份...”16.RepeatingofOrders重復(fù)點單內(nèi)容

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Ifnotallseatsatthetableareoccupied,theadditionaltablesettingwillbeclearedwiththepermissionoftheguest.收走桌上所有的餐具.“Mr.Smith,doyoumindifIcleartheadditionalsettingorwillsomebodyelsejoinyouforbreakfast/lunch/dinner?”李先生,您介意我把多余的餐具收走嗎?還是待會兒您有朋友要來?17.RemovalofSettings撤離多余餐具

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Forallsinglediners,thenewspaperofthedayormagazineswillbeofferedaftertheorderhasbeentaken.點單后,為單獨用餐的客人提供報紙和雜志.“ExcusemeSir/Madam,mayIofferyousomenewspaperormagazine?”打擾一下先生/女士,需要我為您提供一些報紙或雜志嗎?18.SingleDiners單獨用餐的客人

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Lavenderscentedhotorcoldtowel(accordingtotheseason)isservedtothetableaftertheguestisfirstseated,afterthesoupandbeforethedessert(exceptbarswithdrinkserviceonly,loungesandGourmet).客人入座后,提供帶有薰衣草香味的冷/熱毛巾.“ExcusemeSir/Madam,hereisyourfacetowel.”打擾一下先生/女士,給您的毛巾.19.TowelService上毛巾

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Colleaguesalwaysservebeveragesfromatrayandnotlaterthan3minutespastthetimetheorderwastaken.點單后3分鐘內(nèi)為客人上飲料.Bottleddrinkssuchasbeer,mineralwater,etc.,arealwaysopenedandpouredintheguest’spresence.瓶裝飲料,如啤酒,礦泉水等必須在客人面前打開.“Hereisyourbeverage,mayIpouritforyou?”

“您點的飲料,需要我為您倒上嗎?”20.BeverageService上飲料

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Wherethereisnotablelinenorplacematsetonthetablesasastandard(Bars&Lounges),colleagueswillalwaysplacetheglassandbottleonlinencoasters.如果沒有臺布或餐巾墊(酒吧),必須使用杯墊.Glassesandbottlesarealwaysserved,pouredandplacedontherightoftheguest.杯子擺放在客人的右手邊20.BeverageService上飲料

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Wineisalwaysservedattheappropriatepre-determinedtemperature.葡萄酒的溫度適當(dāng).

21.WineTemperature葡萄酒溫度

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Appropriatewineglassesarebroughtonatraytothetableandsetfirst.Afterthat,carrythebottletothetableelegantlybyhand(withafoldednapkinsleevearoundtheneck)andpresentedwiththelabelfacingtheguest.Announcetheyear,vintage,vineyardandgrapetotheguest.

先擺放葡萄酒杯,稍后將瓶裝酒呈上,酒標(biāo)對著客人,說明年份,酒莊和葡萄名.ExcusemeSir/Madam,hereisyour…”XX先生/女士,這是您點的…22.WinebytheGlass杯賣葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Pouredasmallamountintheglassoftheguestwhoorderedthewinefortasting.Oncetheguesthasacknowledged,theglasseswillbefilledaccordingtostandardstartingwithladiesfirstandthehostlast.在杯中倒入少許酒給客人品嘗,得到客人確認(rèn)后為女士先倒酒,主人最后.“ExcusemeSir,wouldyouliketotaste?”XX先生/女士,請您先試一下這款酒22.WinebytheGlass杯賣葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Thewinetastingportionisalwaysofferedtothepersonwhoorderedthewineinthefirstplaceunlessitisaladyinthecompanionofaman.Thentheladywillbeaskedinaverycourteousmannerifshewouldlikethegentlementotastethewine.總是讓點單的客人來試酒,除非點單的是女士,需要禮貌的詢問女士是否要她身邊的男士試一下酒.“ExcusemeMadam,wouldyoulikethegentlementotastethewineforyou?”XX女士,您是否需要這位男士試一下酒?22.WinebytheGlass杯賣葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Whenglassesareleft?full,colleaguesshouldaskforasecondglass.Newglassesaregivenwitheachconsecutiveglassofwineordered.如果杯中僅有1/4的葡萄酒,主動詢問是否需要第二杯,并更換新的酒杯.“ExcusemeSir/Madam,wouldyouliketohaveanotherglassofwine?”XX先生/女士,您需要再點一杯同款的葡萄酒嗎?22.WinebytheGlass杯賣葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Appropriatewineglassesarebroughtonatraytothetableandsetfirst.Afterthatthebottlewillbecarriedtothetableelegantlybyhand(redwinewithafoldednapkinsleevearoundtheneckorinfinediningrestaurantsintheappropriateholder/basket;whitewineinacoolerandstandandnapkin)andpresentedwiththelabelfacingtheguest.先擺放葡萄酒杯,稍后將瓶裝酒呈上,酒標(biāo)對著客人,說明年份,酒莊和葡萄名.

23.WinebytheBottle瓶賣葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Colleaguesshouldannouncetheyear,vintage,vineyardandgrapetotheguestandthenopenthebottleinasuitablelocationnearthetable(orinfinediningrestaurantsonasidetable).酒標(biāo)對著客人,說明年份,酒莊和葡萄名后為客人開酒.“ExcusemeSir,your2004GreenPointChardonnay.”“打擾一下先生,您點的2004年碧匯莎當(dāng)妮”23.WinebytheBottle瓶賣葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Thecorkispresentedtogetherwiththecutsoftcaponasmallplateatthetableandlefttherewiththevineyardslogofacingtheguestwhoorderedthebottle.Thisdoesnotapplyforwineswithscrewcaporartificialcork.Olderredwineswillbedecanted.軟木塞放在小碟子上并放于桌上,酒標(biāo)朝向客人,(不適用于螺旋瓶蓋和人造木塞).陳年的葡萄酒要提供醒酒服務(wù).“Hereyoucork,Sir.”“您的木塞,先生”23.WinebytheBottle瓶賣葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Asmallamountispouredintheglassoftheguestwhoorderedthewinefortasting.Oncetheguesthasacknowledged,filltheglassesaccordingtostandardstartingwithladiesfirstandthehostlast.在杯中倒入少許酒給客人品嘗,得到客人確認(rèn)后為女士先倒酒,主人最后.“ExcusemeSir/Madam,wouldyouliketotaste?”XX先生/女士,請您先試一下這款酒23.WinebytheBottle瓶賣葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Refilltheglasseswhenleft?full.Colleaguesshouldaskforasecondbottlebeforethefirstoneisgoingtobeemptytoavoidembarrassmenttothehost.Thebottlewillagainbepresentedwhenasking.當(dāng)杯中的酒到1/4時及時為客人添加.第一瓶酒即將飲用完之前詢問是否要第二瓶.“ExcusemeSir/Madam,wouldyoucareforanotherbottleofthesamewine?”XX先生/女士,您需要再來一瓶同款的酒嗎?23.WinebytheBottle瓶賣葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Whenanotherbottleofthesamewineandvintageisordered,afreshglassisgivenfortasting.Otherguestsatthetableareofferedthechoicetohaveanewglass.Shouldthesecondbottlebeadifferentwine,newglassesforeverybodyhavetobeprovided.服務(wù)第二瓶同款的酒之前為點酒者更換新的酒杯.不同款的酒,需要為所有賓客更換酒杯.23.WinebytheBottle瓶賣葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Colleaguesensurethatcoffeeisalwaysfreshlybrewedpercupandservedwithhotmilkandcubesugar.Teaisalwaysmadefromloosetealeaves,pouredinfrontoftheguestandservedwithlemonandhotorcoldmilk(exceptforChinesetea)andcubesugar.確保每杯咖啡都是新鮮磨制的,并提供熱牛奶和糖塊.茶葉狀的茶必須在客人面前服務(wù),并提供檸檬,熱/冷牛奶(中式茶除外)和糖塊.24.Coffee&TeaService咖啡及茶水服務(wù)標(biāo)準(zhǔn)

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Colleaguestopresentandintroduceallbeveragesanddishesorderedwhenservingatthetable.Inspecialtyrestaurantsamoredetailed,butshortdescriptionofthedishshouldbegiven.上飲料或食品時要做簡單介紹,特色餐廳要更細(xì)節(jié)化,但保持簡單明了.“Thisisyour….Pleaseenjoy”.這是您的…,請慢用.25.Servingitemsordered服務(wù)所點菜式

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Whenguestsaretemporarilyleavingthetable,thenapkinisbeingrefoldedinaneatshapeandputonthesidetable.Pullthechairfortheguestuponreturn.如果客人暫時離開座位,折疊好餐巾,客人回來時主動拉椅子.26.RefoldingofNapkins整疊口布

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Beveragesshouldneverbecomeemptyatthetableandasecondglasswillbeofferedorrefilledwhenthedrinkis?full.Emptyglasseswillberefilledorcleared.Soileddishesaretobeclearedpromptlyandsimultaneously.當(dāng)杯中的飲料還有1/4時,及時詢問是否要第二杯.空杯子要及時添加飲料或收走.同時撤走用完的盤子.27.RefillandClearing補(bǔ)充及清理

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Supplementalorderstakenduringthecourseofthemealwillberespondedtoimmediately.用餐期間如有追加的點單要及時跟進(jìn).“Rightaway,Sir/Madam”.請稍等,先生/女士28.SupplementalOrders補(bǔ)單

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Guestsareinformedifthereisanysignificantdelay.Colleagueswillapologizewithabriefexplanationandadvisetheguestontheapproximatewaitingtime.任何點單如需較長時間的等待必須及時告知并給予道歉和適當(dāng)解釋,說清等候時間.“DearMr.Smith.Your….willtakeanother10minutes.Mysincerestapologiesforthat.李先生,您的…還需要10分鐘的時間,為此我向您表示真誠的歉意.29.ServiceDelays服務(wù)延誤

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒廊酒店宴會服務(wù)標(biāo)準(zhǔn)Guestsatisfactionofeachpatronischeckedonlytwiceandbyonepersononlyeachtime:3-4minutesafterthemaincourseandonceafterthecheckispresented.Theoutletmanagerhimselfhastocheckonceasaminimumaswell.飲料或主菜服務(wù)后的3-4分鐘,由經(jīng)理或主管詢問客人對飲料和食品的滿意度.“Howis/didyouenjoyyourlunch,dinner?/Howis/wasyourdrink?”您用餐愉快嗎?30.GuestSatisfaction客人滿意度

Food&Beverage/Restaurants,Bars&Lounges餐飲部/餐廳,酒吧,酒