国际品牌酒店餐饮服务程序与标准

“AUDIT” TASTE - ADD W CAFÉ associates will avoid any questioning of guests, as to their menu or beverage selection at the time of serving courses 员工将负责客人提出的要求而不是转给其它部门；员工将解决客人的问题，像在服务中 菜牌和酒水牌的问题。 TAS 3There will be no minimum cover charge in the informal restaurant. 餐厅不设最低消费。 TAS 4Service will be friendly and attentive without hovering, and efficient, without rushing guest 提供真诚殷切的服务，不能在客人附近徘徊，要有效率的服务不能催促客人。 TAS 5The Manager, Team Leader or Host / Hostess will be actively involved in all aspects of guest service 经理， 领班和领位员都应积极参与为客人的全方位的服务。 TAS 6Requests for substitution and items not on the menu will be honoured, if readily accessible 如果可能的话，接受客人提出的一些替代品或是不在菜单上的菜，将是值得推崇的。 TAS 7If there are guests complaints about food or wine they will be replaced without question, free of charge 如果客人投诉食物和酒水，我们将毫不迟疑地免费为之调换。 TAS 8All used china, glass, cutlery and service equipment will be quietly cleared from guest view 所有用过的瓷器，杯子，餐具及其他用品在调换中必须安静地调换。 TAS 9Checks will be presented as follows: 以下帐单须自动呈现给客人： Breakfast-automatic on table（早餐 主动-桌子上） Lunch-automatic on table（午餐 主动-桌子上） Dinner-automatic on table（晚餐 主动-桌子上） Supper-automatic on table（夜宵 主动-桌子上） Snack-automatic on table（小食 主动-桌子上） TAS 10Small complimentary sweets will be provided at door 在门厅边准备免费小甜点。 Comply Not Comply 4 POINTS BY SHERATON SHENZHENSPPS TASTE ADD W CAFÉ associate should apologise to Guests for the inconvenience and recommend guests an alternative item. Associates should also be well versed on the menu item cooking times and assist guests in their ordering by making recommendations and asking what the guests preferences are (such as “would you like something light, do you prefer a fast lunch,” etc .). 如果客人点的东西没有，员工必须第一时间通知客人；员工必须表示抱歉同时推荐可选 择的项目。员工必须有良好的餐牌知识才能给客人推荐或者问客人的喜好（像“是否喜 欢清淡的或是否喜欢快餐”等） TAS 16During the meal, associates should always anticipate guests needs and scan the area regularly, keeping their eyes open for any guests needing service and attempt to be multi tasked; when cleaning a table or performing a task, they should still be able to notice if any guests in the restaurant needs service or at least be able to acknowledge the guests needs and respond thereafter. 在开餐期间，员工应该能预见客人并且有规律的巡视，在做自己的事情时也要保持眼睛 不要离开客人；在清扫桌子或专注做事时，他们也必须注意到餐厅里的客人是否需要服 务至少能对客人的需要做出反应。 TAS 17During the meal placement for each course, associates should inquire if the guests require anything else with their dishes (eg. sauces, black pepper, etc). 在给客人上菜时，最好问一下客人是否需要配料（汁酱、黑椒汁、等）。 Comply Not Comply 4 POINTS BY SHERATON SHENZHENSPPS TASTE ADD W CAFÉ always have scanners on and be aware of the environment around. 员工必须知道怎样可以使客人开心，布告板，注意力等。如果客人有特殊的活动，给他 们一个惊喜最好，像蛋糕或照相 Reservations will be possible for breakfast, lunch, snack, dinner and supper. 餐厅里将有专人负责电话预定和整理这些资料；我们将会承接早餐，午餐，小食，晚餐 和宵夜的预定。 TAS 21The telephone will be answered before the fourth ring, with restaurant name, associate name (as per hotel standard) and offer of assistance 电话应在四声铃响以前接起，并报出餐厅的名字和问侯语。 TAS 22Reservation information includes guest's full name, local telephone number, number in party, time and date of reservation, plus any special requirements and preference for smoking or non-smoking area, as well as private room and seating area in restaurant 接受预定时应包括客人的全名，电话号码，人数，时间，日期和特别要求。 TAS 23Information will be repeated, using guest's name, with a “thank you“ to confirm 重复信息，使用客人的姓名，并说谢谢。 Greeting and Seating(问候及伺坐问候及伺坐) TAS 24A Manager, Team Leader, or Host / Hostess will attend the restaurant entrance at all times during service; Managers to offer business card and solicit future business and rapport, via personalized service to guests on arrival 经理，领班和领位应时刻参与门口的迎宾服务。 当客人到达时，经理最好能够亲切地 呈现自己的名片并且恳取客人的名片。 TAS 25All guests will be acknowledged in less than one minute of arrival; with a smile and friendly greeting eg. “Welcome.” 所有的客人应在一分钟内被认知；员工们用微笑和朋友般的热情打招呼，“欢迎光 临”。 TAS 26There will be no physical barrier between guest and greeter 在客人和服务员之间无身体接触。 TAS 27Guests will be offered smoking or non-smoking section; buffet or a la carte Comply Not Comply 4 POINTS BY SHERATON SHENZHENSPPS TASTE ADD W CAFÉ chair assistance will be provided 客人将被安排在两分钟内就座， 领位把客人姓名告诉服务人员，并帮客人拉椅子。 A La Carte or buffet service（零点或自助餐服务）（零点或自助餐服务） TAS 29Associates will use the guest's name, and welcome guests with a smile within 15 seconds of seating, assist with the chairs, coats, etc. asking if pre-dinner drinks, aperitif or cocktails are desired; Appropriate greeting “Welcome, I am., would you like to start with a (as per up-selling item of the period)”; confirm if guests are having buffet or a la carte. If a la carte associate will unfold napkins for guest from right side and offer menu and wine/beverage list; if buffet associate will place napkin on side plate in a neat manner, offer buffet and explain buffet procedure. 在 15 秒中的服务中；员工需始终面带微笑，拉椅子，客人的外衣，等问餐前饮料/开胃 酒或鸡尾酒，并且用客人的名字称呼客人。“欢迎光临我是是否先从开始（使 用推销技巧）”；确定客人用零点或自助餐。 如果是零点 员工需在客人的右边铺餐巾、展示餐牌和酒水牌； 如果是自助餐 员工需将折叠好看的餐巾放在盘子上，并告诉客人自助餐的食品。 TAS 30Aperitif or