情境導(dǎo)入提前預(yù)定，可以避免用餐高峰期漫長的等待，快行動(dòng)起來吧！01/服務(wù)操作注意事項(xiàng)Serviceoperationannouncements預(yù)訂服務(wù)流程Reservationserviceprocess02/一、預(yù)訂服務(wù)流程Reservationserviceprocess服務(wù)流程ServiceProcess服務(wù)標(biāo)準(zhǔn)ServiceStandard

問候客人

Greeting

電話預(yù)訂PhoneReservation電話鈴響三聲之內(nèi)接聽電話；Answerthephonewithinthreerings;主動(dòng)地向客人禮貌問好，并準(zhǔn)確報(bào)出餐廳名稱及自己姓名；Greetingandtelltheguestrestaurant’snameandyourname；及時(shí)表示愿意為客人提供服務(wù)，如“有什么事情可以幫您”或“很高興為您服務(wù)”等。Expresswillingnesstoprovideservicestotheguest,like“WhatcanIdoforyou?”“Iamgladtohelpyou”,etc.

當(dāng)面預(yù)訂Walk-inReservation當(dāng)客人來到餐廳，迎賓員首先要禮貌地問候客人；Whentheguestwalksin,theserverneedstodothegreeting?rst;知道客人是來訂餐時(shí)，要主動(dòng)向客人介紹自己，并表示愿意為客人服務(wù)；Whenknowingthattheguestiscomingtomakeareservation,theserverneedstointroduceherself/himselfandexpresswillingnesstodotheservice;如果餐廳設(shè)有專職訂餐員，迎賓員要及時(shí)引領(lǐng)并做好交接工作。Ifthereisareservationclerkintherestaurant,theserverneedstoleadtheguestto?ndtheclerkandmakethereservation.服務(wù)流程ServiceProcess服務(wù)標(biāo)準(zhǔn)ServiceStandard

了解需求InvestigatingtheRequires禮貌地問清客人姓名，對報(bào)出姓名的客人應(yīng)稱呼其姓氏，以示對客人的尊重；Askthenameofguestpolitely,andthencallhisorherlastnametoshowtherespect；仔細(xì)聆聽客人介紹，了解客人的身份、用餐日期及時(shí)間、宴請對象、人數(shù)、臺數(shù)及其他要求；Listentotheguest’sintroductiontogetthestatus,diningdateandtime,theguests’informationandnumbers,tablenumbersandotherspecialrequirements;征得客人的同意后，為其安排相應(yīng)的包間或餐臺，并告知客人房號或臺號。Aftergettingtheagreement,arrangetheappropriatetablesorroomsfortheguestandtellhimtheroomnumberortablenumber.

接受預(yù)訂MakingtheReservation復(fù)述客人預(yù)訂的內(nèi)容，并請客人確認(rèn)；Repeatthereservationinformation,andlettheguestcon?rm;留下客人的電話、姓名及其他聯(lián)系方式；Leavetheguest’sname,telephonenumberandothercontactinformation;告知客人預(yù)訂餐位的最后保留時(shí)間；Lettheguestknowthereservationdeadline;若已訂滿，讓客人知曉并致歉。Ifthereservationisalreadyfull,lettheguestknowandapologize.服務(wù)流程ServiceProcess服務(wù)標(biāo)準(zhǔn)ServiceStandard預(yù)訂通知ReservationNotice填好預(yù)訂單；Fillthereservationform;已訂菜單的預(yù)訂，立即通知餐廳經(jīng)理和廚師長；Ifthemenuisalreadysetup,letthemanagerandchefknowimmediately;未訂菜單的預(yù)訂，只通知前臺即可；Ifthereservationinformationdoesnotincludethemenu,justletthefrontdeskknow.有特殊要求的預(yù)訂，要及時(shí)通知餐廳總領(lǐng)班和廚師長。Iftherearesomespecialrequirementsinthereservation,informtheheadwaiterandthechef.預(yù)訂記錄ReservationRecord將預(yù)訂的詳細(xì)內(nèi)容記錄在預(yù)訂登記本上或錄入預(yù)訂系統(tǒng)；

Putthereservationdetailintothereservationnotesorthesystem;零點(diǎn)餐廳預(yù)訂登記本一般每月一本，用后存檔。Thereservationnotebookofa-la-carterestaurantisnormallyonepermonthandkeptinthearchivesafter?nish.二、服務(wù)操作注意事項(xiàng)Serviceoperationannouncements注意事項(xiàng)announcements預(yù)訂登記要素Reservationregistrationelements餐廳政策說明Descriptionofrestaurantpolicy跟蹤預(yù)訂Trackingthereservation為客人保留餐位Reservingseatsforthe