【文章內(nèi)容簡(jiǎn)介】 in three rings 1. “Good morning(afternoon, appropriate greeting evening), (use restaurant 在鈴響三聲內(nèi)接電話，恰當(dāng)?shù)貑?wèn)候客人 name) This is (your name)l Identify restaurant and self May I help you?”報(bào)出餐廳名稱及你自己的姓名 早上好，（下午好、晚上l Use appropriate voice pitch and language 好）這是XXX餐廳，我使用恰當(dāng)?shù)恼Z(yǔ)調(diào)及語(yǔ)言 是XXX，我能為您做些 什么？2. Take out reservation book and open to current date 拿出預(yù)定本并打開(kāi)到當(dāng)天l Act quickly and efficiently 動(dòng)作迅速及有效l Do not flip pages into phonier talk to others around during phone conversation.當(dāng)接電話時(shí)勿當(dāng)面翻來(lái)翻去或與他人講話l Use pleasant voice, not mechanical or rushing.以一種快樂(lè)的聲調(diào)講話，切勿生硬及粗魯：3. Find out key information from guest 4. “What is the name, please? 從顧客那里掌握正確的信息 “請(qǐng)問(wèn)貴姓”l Name 姓名 (pause) 暫停l Date of reservation 預(yù)定日期 Thank you 謝謝l Time of reservation 預(yù)定時(shí)間 When will you be joining us Mr. Guest? (pause) 您哪天來(lái)（暫停） What time?” (pause) 您什么時(shí)間來(lái)（暫停） How many in your party?” 請(qǐng)問(wèn)您們總共有多少人？5. Check reservation book availability of date and time 檢查預(yù)定本上有效時(shí)間及日期l Act quickly and efficiently 動(dòng)作迅速有效l Double check date at top of pages 再次檢查每頁(yè)上方的日期6. Make reservation 做預(yù)定 7.“Seventhirty will be fine, Mr.l Write guest’s name in appropriate place Guest. We’ll have table forto reserve time and date two ready for you.”在適當(dāng)?shù)胤綄?xiě)下客人姓名，并預(yù)約時(shí)間 7：30怎么樣，XXX先生，及日期 我們將為您預(yù)留兩個(gè)人的臺(tái)位l Tell guest that space will be reserved告訴顧客預(yù)定的臺(tái)位8. Find special requests 特別要求 9. “Is there a particular table youl Ask guest if a certain table of other special would like, or any otherrequirements are desired special request we can take詢問(wèn)顧客是否還有其它特別要求 care of?”l Ask for guest’s local phone number “May I have a local phone留下客人的電話號(hào)碼 number where you can be reached?” 您還想在訂別的特別桌位嗎？ 或您還有別的特別要求嗎？我 能留下您的電話號(hào)碼以方便聯(lián)系 10. Close conversation 結(jié)束預(yù)定 11. “We’ll look forward to seeingl Tell guest that you look forward to seeing seeing you on(specific night)Him or her on (special date) Mr. Guest should your plans告訴客人你希望在哪天能見(jiàn)到他們 change, please give us a call.l Request that guest phone if plans change 我們等待您在那天光臨，XXl Use guest’s name 先生，如要更改預(yù)定，請(qǐng)打個(gè) 電話通知我們2. Weling customers 迎接客人Customers expect immediate, friendly and courteous service. It is important to make customers feel wele and fortable when they visit your establishment Always greet customers with a smile and a cheerful “Good morning/afternoon…”. Where possible, use the customer’s name (we all like recognition and personal attention).客人期望的總是快捷、友好、禮貌的服務(wù)。當(dāng)客人前來(lái)查看確認(rèn)余地功能時(shí)，使客人感到舒適及受歡迎是很重要的。通常問(wèn)候客人時(shí)要面帶微笑，以一種愉快的語(yǔ)調(diào)說(shuō)：“早上好/下午好等”，如有必要，正確稱呼客人的姓名。（大多數(shù)人都喜歡他人認(rèn)識(shí)并引人注意。）Attend to customers promptly, if you can’t get there immediately indicate to the customer that you have seen them and you will attend to them as soon as possible. There is nothing worse than standing and waiting in the doorway of a restaurant.立即迎接顧客，如果你不能立即這么做，你應(yīng)該向顧客示意你已看見(jiàn)他們你會(huì)盡可能地快地為他們服務(wù)。切勿在餐廳門(mén)廊的中間站著等著。The customer will appreciate your sense of urgency and concern.客人對(duì)您給予他們的關(guān)心及注意將會(huì)很贊賞。 Seating a Customer 引客人入座Once the customers have been weled, and details checked, collect menus and lead customers to the table – this reduces confusion because you and they know where to go. Present the table to the customers and assist with seating. Take any coats at this point if necessary.當(dāng)已問(wèn)候完畢顧客并確認(rèn)了詳細(xì)情況，此時(shí)你需拿著菜單引客人入座 – 這將減少迷惑因?yàn)槟愫皖櫩投贾涝撓蚰膫€(gè)桌位走。向客人指出桌位位置并幫助他們?nèi)胱?。如有必要，幫助他們拿衣服。Unfold serviettes and place on customers’ laps. Check to see if all customers are fortable. Serviettes sit best when folded on the diagonal and placed on lap. Present menus and explain specials. Attend to customers requests as required.打開(kāi)餐巾，平鋪在客人膝上。檢查一下是否所有客人都覺(jué)得舒服。餐巾最好是對(duì)折呈三角狀放于膝蓋上。如有客人、需要?jiǎng)t給予幫助。 Greeting 問(wèn)候Only designate personnel should greet the guest, if the hostess is too busy, a designated captain or headwaiter should greet and seat the guest. It is usually more cordial in a fine dining room at dinner time, guest names should be used in greeting, if know. But the stranger should be greeting with the same cordiality as regular patron. Make them feel they are wele.只需派一個(gè)人問(wèn)候，如故領(lǐng)位很忙，指定的領(lǐng)班或服務(wù)員就應(yīng)代替問(wèn)候并領(lǐng)入座。通常餐廳就餐時(shí)間，如果知道并直接稱呼客人姓名問(wèn)候客人，會(huì)令客人很高興。但對(duì)于第一次來(lái)酒店消費(fèi)的客人也會(huì)很高興?？傊?，使他們感覺(jué)到他們很受歡迎。When a gentlemen or lady es in alone, great him/her pleasantly “ Good Morning”or “Good Evening, This way please.”當(dāng)一位男士或女士獨(dú)自來(lái)用餐，應(yīng)用很高興的語(yǔ)調(diào)問(wèn)候：“早上好”或“晚上好，這邊請(qǐng)”。Don’t say “Just One?” or “Are you alone?” If guests has no reservation and there is no table available, advise him with a friendly “PHRASE” and let him know the waiting time. “I am sorry, sir, but we are pletely booking until 9:00. Would you care to have a cocktail in the Lounge and I’ll call you as soon as I have a table for you.”不要說(shuō)：“就一個(gè)人”或“您一個(gè)人嗎？”。如果客人未預(yù)定而且現(xiàn)在也沒(méi)有空位子，以一種友好的語(yǔ)調(diào)建議顧客讓他知道還需等多長(zhǎng)時(shí)間才有空位?！皩?duì)不起，先生，到9：30前桌位都滿了，您若不介意請(qǐng)先在休閑廳來(lái)杯雞尾酒。一有空位，我會(huì)立即通知您?！?Seating 以客人入座An efficient hostess knows what seats are available without having to ask the guest to wait while she looks for a table. The hostess when not engaged greeting and seating guests should scan the Dining Room quickly to check on the available tables, the guests’ progress in dining and whether a guest is in need of service. When extra setups and chair are need at a table, have these changes made before taking the guests to the table. Common sense dictates where parties of guests should be placed in the Dining Room, utilize tables according to party size. Don’t walk too fast, otherwise, you “LOSE” your guests or he feels rushed. 一個(gè)工作效率高的領(lǐng)位知道哪個(gè)位置是空位而勿需客人等候。當(dāng)領(lǐng)位不忙于問(wèn)候客人及以客人入座時(shí)，他可以很快地掃一眼餐廳并查出哪一張桌子是未預(yù)定出去的，用餐客人還需等多長(zhǎng)時(shí)間結(jié)束用餐及客人是否需要服務(wù)。當(dāng)客人需要特別的擺設(shè)或椅子時(shí)，應(yīng)當(dāng)在帶客人入座前完成這些變動(dòng)。一般來(lái)說(shuō)，客人用餐桌子的大小應(yīng)與來(lái)用餐人數(shù)多少一致。說(shuō)話時(shí)注意速度不宜過(guò)快，否則你會(huì)失去你的顧客或使客人覺(jué)得鹵莽。 Serving Premeal Drinks 提供餐前酒水Serving premeal drinks is covered in the Beverage Service workbook, however, the key points are listed here.提供餐前酒水是餐飲部員工工作中常見(jiàn)的。然而，主要注意如下：Premeal drinks can be either served in the cocktail bar or at the table.餐前酒要么在雞尾酒吧提供，要么在餐桌上提供。Whenever you make initial contact with a customer, al