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酒店牙签服务标准（12P）资料

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1、TRAINING ACADEMYFOOD & BEVERAGE SERVICE MODULE“How to present Toothpicks”F&B SERVICE 01-43Introduction (前言)At Hyatt Regency Dongguan we determine clear and logical Standards of Performance for all service related tasks, based on the Fundamentals of Hospitality 在东莞松山湖凯悦酒店,我们为所有的工作服务以亲切友好的服务为基础制定了标准.The service has to be perfect until the Guest is leaving. We perform all tasks to perfection and with eye for detail 客人从进入酒店到离开酒店所享受的服务都应该是完美的.我们会从每一个细节着手为客人提供尽善尽美的服务.Objective (目标)By the end of this S

2、ession, our objective is to ensure that you have learned “How to present Tooth Picks” with Confidence, and according to our defined Standards.在本次课程的结尾，我们的目标是确保你能按照我们讲授的标准学会“如何为客人服务牙签”Any Questions? 有什么问题吗?1. Collect the Equipment (准备用具)What Equipment do we need?我们需要什么用具?A round Beverage Tray 一个饮料托盘A clean Tray Cloth 一条干净的托盘布Toothpick Holder 牙签盒What do we need to ensure? 我们需要确保什么?The Toothpick Holder is sparkling clean 牙签盒一定要非常干净1. Select the Equipment(准备用具)How many Toothpicks are in a Toothpick

3、Holder?我们应该放多少牙签在牙签盒里?Ensure the Holder is 90% full 确保百分之九十的数量What do we need to ensure? 我们需要确保什么?Each Toothpick is individually wrapped and sealed 每个牙签都是单独包装和密封的Hyatt logo faces outwards 凯悦标志向外2. Place the Toothpick Holder on the Tray (把牙签盒放在托盘)How do we place the Toothpick Holder on the Beverage Tray?我们如何摆放牙签盒在饮料托盘上?Pick up the Toothpick Holder with two fingers on the lower part and place carefully on the under liner on the Tray 用两只手指拿起牙签盒较低的部位和小心放在托盘上的小盘2. Place the Toothpick Holder on the Tr

4、ay (把牙签盒放在托盘)How do we approach the Table?我们如何走向客人桌子?Smile as we really mean it 发自内心真诚地微笑How do we position ourselves at the Guest Table?我们如何站在客人桌子旁?Good Body Posture 良好的站立姿势Maintain Eye Contact 保持眼神交流3. Presenting the Toothpick Holder(牙签服务)When do we present the Toothpicks?我们什么时候服务牙签?Upon Guest Request 当客人需要时Maintain attentive service, anticipate the need and deliver 殷勤关心地服务, 考虑客人的需要Where do we place the Toothpick Holder?我们把牙签放在哪里?Place on the Table in front of the Guest within easy reach 放在客人前

5、方,方便客人使用4. Leave the Table(离开客人桌子) How do we leave the Table?我们如何离开客人的桌子? Smile as we really mean it 发自内心真诚地微笑Checking the Standard(检查标准)Q: What Equipment do we need? 我们需要什么设备?Q: What do we need to ensure? 我们需要确保什么?Q: How many Toothpicks are in a Toothpick Holder? 多少牙签在牙签盒?Q: What do we need to ensure? 我们需要确保什么?Q: How do we place the Toothpick Holder on the Beverage Tray? 我们如何摆放牙签盒在酒水托盘上? Checking the Standard(检查标准)Q: How do we approach the Table? 我们如何走向客人桌子?Q: How do we position ourselves at the Guest Table? 我们如何站在客人桌子旁?Q: When do we present the Toothpicks? 我们什么时候服务牙签?Q: Where do we place the Toothpick Holder? 我们把牙签放在哪里?Q: How do we leave the Table? 我们如何离开客人的桌子?Any Questions?

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