【正文】 ............................................................................................. 保安員 .................................................................................................................................................................... 第 五 章 服務(wù)技能與服務(wù)流程 一、員工電話接聽規(guī)范 1．電話技巧培訓(xùn)意義 ......................................................................................................................................... 2．基本原則 ......................................................................................................................................................... 3. 接電話要求 ...................................................................................................................................................... 4. 電話投訴 .......................................................................................................................................................... 5．接電話要求 ..................................................................................................................................................... 6. 打電話要求 ...................................................................................................................................................... 7．接聽電話技巧 ................................................................................................................................................. 二、前廳作業(yè)指導(dǎo) 1. 迎賓員作業(yè)指導(dǎo)書 .......................................................................................................................................... 2．服務(wù)員作業(yè)指導(dǎo) ............................................................................................................................................. 3. 酒吧員作業(yè)指導(dǎo) .............................................................................................................................................. ................................................................................................................................................ 5. 保安作業(yè)指導(dǎo)書 .............................................................................................................................................. ................................................................................................................................................ 三、門店服務(wù)流程 ............................................................................................................................................................. ........................................................................................................................................................ 3. 打掃衛(wèi)生 .......................................................................................................................................................... 4. 午、晚餐擺臺(tái) .................................................................................................................................................. 5. 賓客訂餐 .......................................................................................................................................................... 6. 迎接賓客 .......................................................................................................................................................... 7. 為賓客點(diǎn)菜 ...................................................................................................................................................... 8. 準(zhǔn)備濕毛巾 ...................................................................................................................................................... 9. 鋪口布、撤筷子套 .......................................................................................................................................... 10. 上餐前小菜 .................................................................................................................................................... 11. 中餐傳菜 ........................................................................................................................................................ 12. 上菜 ................................................................................................................................................................. 13. 分菜 ................................................................................................................................................................. 14. 餐中更換臺(tái)布 ................................................................................................................................................ 15. 菜肴打包 ........................................................................................................................................................ 16 . 餐廳清場(chǎng) ....................................................................................................................................................... 17.（貴賓房）服務(wù)程序 ...................................................................................................................................... 咨客服務(wù) ................................................................................................................................................................ 落席巾服務(wù) ............................................................................................................................................................ 推薦飲品 ................................................................................................................................................................ 上飲品 .................................................................................................................................................................... 服務(wù)項(xiàng)目 ..............................................................................................................................................