餐飲服務(wù)（雙語）課件任務(wù)1中餐點(diǎn)菜服務(wù)VIP

情境導(dǎo)入客人為什么拒絕結(jié)賬？01/03/中餐點(diǎn)菜的基本服務(wù)流程ServiceproceduresoftakingorderinChineserestaurant點(diǎn)菜前的準(zhǔn)備工作Preparationbeforetakingorder02/點(diǎn)菜服務(wù)的方法Themethodofdish-orderingservice04/點(diǎn)菜推銷的語言技巧Thelanguageskillsofsellingthedish一、點(diǎn)菜前的準(zhǔn)備工作Preparationbeforetakingorder1.了解菜單上菜肴的制作方法、烹調(diào)時(shí)間、口味特點(diǎn)和裝盤要求。Befamiliarwiththerecipe,cookingtime,flavorcharacteristicsandtherequirementsofputfoodintoplate.2.了解菜單上菜肴的單位，即一份菜的規(guī)格和分量等，通常以大盤、小盤、斤、只等來表示。Knowwellabouttheunitsonthemenu.3.掌握客源國(guó)和地區(qū)的飲食習(xí)慣和菜肴知識(shí)，了解客人口味及飲食需求，便于做好建議。Masterthedietaryhabitsanddishesoftheguestcountriesandregions,andbefamiliarwithguest’stasteanddietaryrequirementswhichcouldgivebetterrecommendationstotheguest.4.掌握不同人數(shù)的客人所需要菜肴的組成和分量。Tomasterthecompositionandcomponentsofdishesrequiredbydifferentnumbersofguests.5.掌握上菜順序、時(shí)機(jī)和作料搭配。Mastertheordersequence,timingandseasonings.二、中餐點(diǎn)菜的基本服務(wù)流程ServiceproceduresoftakingorderinChineserestaurant遞送菜單Deliverymenu通常由迎賓員（host/hostess）deliverthemenutotheguest。若沒有，遞菜單時(shí)將菜單第一頁(yè)打開遞送到客人面前問候客人-------接受點(diǎn)菜Greeting,thantakeorderGreeting

（請(qǐng)學(xué)生示范標(biāo)準(zhǔn)問候語）點(diǎn)菜時(shí)站在客人左側(cè)，身體略向前傾，認(rèn)真傾聽客人的敘述介紹、推薦菜肴Recommendation熟悉菜單，做到了如指掌Familiarwithmenu觀察客人的行為、衣著、品味等Observetheguest’sbehavior/dressing/personaltaste記錄內(nèi)容，復(fù)述確認(rèn)Recordandrepeattheorderinformation(includingdrinksandotherspecialorder.Then,takethemenubackandsay:“holdon,please.”在接受客人點(diǎn)菜時(shí)，服務(wù)員要掌握方法并具備靈活處理問題的能力。Whentakingordersfortheguests,thewaitershouldmasterthemethodandcouldhandleproblemsflexibly.

現(xiàn)代飯店管理之父埃爾斯沃思?密爾頓?斯塔特勒是指按冷菜、熱菜、酒水、主食的程序進(jìn)行。Thismethodreferstotheorderprocessofcolddishes,hotdishes,drinksandstaplefood.是指向客人推薦店內(nèi)的招牌菜、特色菜、時(shí)令菜、創(chuàng)新菜等。Themethodistorecommendtherestaurant'ssignaturedishes,specialties,seasonaldishes,innovativedishes,etc.按顧客的消費(fèi)動(dòng)機(jī)來推銷。Thismethodreferstosellingdishesaccordingtocustomer'sconsumptionmotivation.按照顧客的特性來進(jìn)行推銷。Thismethodissellingaccordingtothecustomer'scharacteristics.1.推薦點(diǎn)菜法Recommendationmethod4.心理點(diǎn)菜法Psychologicalordering3.推銷點(diǎn)菜法Salespromotionmethod2.程序點(diǎn)菜法Alacarteorderingmethod三、點(diǎn)菜服務(wù)的方法Themethodofdish-orderingservice四、點(diǎn)菜推銷的語