【正文】 with a customer, always greet them. If a cocktail menu is available present it to the table. In any case, suggest a choice of cocktails and premeal drinks.任何時(shí)間你最初接觸客人時(shí)，通常要問候。 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的。一般來說，客人用餐桌子的大小應(yīng)與來用餐人數(shù)多少一致。當(dāng)領(lǐng)位不忙于問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)。一有空位，我會(huì)立即通知您。如果客人未預(yù)定而且現(xiàn)在也沒有空位子，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。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)自來用餐，應(yīng)用很高興的語(yǔ)調(diào)問候：“早上好”或“晚上好，這邊請(qǐng)”。但對(duì)于第一次來酒店消費(fèi)的客人也會(huì)很高興。 Greeting 問候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)代替問候并領(lǐng)入座。餐巾最好是對(duì)折呈三角狀放于膝蓋上。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.打開餐巾，平鋪在客人膝上。向客人指出桌位位置并幫助他們?nèi)胱he 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。）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他們你會(huì)盡可能地快地為他們服務(wù)。通常問候客人時(shí)要面帶微笑，以一種愉快的語(yǔ)調(diào)說：“早上好/下午好等”，如有必要，正確稱呼客人的姓名。 Steps 步驟 Pictures / script 實(shí)景描述1. Answer telephone within 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)貑柡蚩腿? 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)面翻來翻去或與他人講話l Use pleasant voice, not mechanical or rushing.以一種快樂的聲調(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（暫停） What time?” (pause) 您什么時(shí)間來（暫停） How many in your party?” 請(qǐng)問您們總共有多少人？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)胤綄懴驴腿诵彰?，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)。The key points in suing the telephone include: 接電話的要點(diǎn) answer the telephone promptly – within 3 rings 在電話鈴響3聲內(nèi)接起電話： put a smile in your voice 語(yǔ)調(diào)能讓人感覺出你在微笑 pace your wele“good afternoon” 表達(dá)你的歡迎：“下午好” “so and so restaurant” “XXX餐廳” “Peter speaking” “我是XXX” “May I help you?” “我能為您做些什么嗎？” not too fast be clear and concise. 語(yǔ)調(diào)不宜太快，盡量清楚、簡(jiǎn)練；l Identify department, yourself and given time of the day like, “Le Grand restaurant, Good Morning, May speaking”.明確地報(bào)上你所在部門、你的姓名、時(shí)間，例如：“早上好，西餐廳，我是XXX”l Take reservation only in pencil, write clearly. 用鉛筆清楚地寫下預(yù)定l Ensure correct Name spelling. 確保姓名拼寫正確l Also take first name or initial. 同時(shí)寫下姓氏l Take telephone numbers of any parties of 5 pax or more, know how many reservation for tow or four the party.記下任何預(yù)定的電話號(hào)碼，知道如何為兩人或四人預(yù)定l Reservation are marked directly in the reservation book. 預(yù)定應(yīng)直接記錄在預(yù)定本中l(wèi) Try to ask for dinner budget, etc. 詢問客人頂餐最大預(yù)算金額l Something you don’t understand, please, ask again. 如有不明白之處當(dāng)即詢問清楚l And repeat the name, address, phone number and Guest order.重復(fù)姓名、地址、電話號(hào)碼、及客人定單內(nèi)容。B. Taking a Reservation 接受預(yù)定From time to time it will be necessary for you to take reservations in person or on the telephone. The information you need to obtain includes the date and time required, the name and number of guests along with any special requests and a contact telephone number (optional).很有可能不時(shí)有客人親自或電話預(yù)定。如果不是，請(qǐng)他們留下姓名之類信息后安排他們?nèi)胱?The Reservations Diary 預(yù)定日志Most restaurant have a reservations diary located at the restaurant reception or cas