情境導(dǎo)入如果你是餐廳的領(lǐng)位員，你會(huì)怎么做呢？01/領(lǐng)位（引客入座）Hostess(Guidegueststotheirseats)迎賓問候Welcomegreetings02/一、迎賓問候Welcomegreetings

服務(wù)流程ServiceProcess服務(wù)標(biāo)準(zhǔn)ServiceStandard1注意步入餐廳的客人。Payattentiontotheguestswhoentertherestaurant.時(shí)刻注意入口是否有客人走進(jìn)來(lái)。Keepaneyeontheguestsattheentrance.

2在距離客人3米處微笑著迎上,并有目光接觸。Atadistanceof3meters,greettheguestwithasmileandeyecontact.在客人步入餐廳1分鐘內(nèi)，有人上前招呼。Withinaminuteoftheguestenteringtherestaurant,someoneneedstocomeforwardtogreethim.

3向客人問候，鞠躬15度說：“××先生/女士，早上/下午/晚上好！有什么需要幫助的嗎？”Greetguests,makea15-degreebowandsay:“Goodmorning/afternoon/evening,Mr./Ms.××!IsthereanythingIcandoforyou?”

語(yǔ)調(diào)必須輕柔、友好，建立起目光聯(lián)系。手放兩側(cè)，上身保持挺直。Thetonemustbesoftandfriendly.Keepeyecontactwithguests.Keephandsonsidesandbodystraight.

4面帶微笑地詢問客人：“××先生/女士，請(qǐng)問有預(yù)訂嗎？”或“請(qǐng)問您預(yù)訂的是哪個(gè)包間，××先生/女士？”Asktheguest,“doyouhaveareservation,Mr./Ms.××?”or“whichprivateroomdidyoubook,Mr./Ms.××?”withasmile.

5如無(wú)預(yù)訂，先問：“×位嗎？”然后等待答復(fù)?！白屛铱匆幌率欠襁€有空余的桌位?！盜fthereisnoreservation,ask?rst,“Tablefor×?”Thenwaitforananswer.“Letmecheckifthereisanytableavailable.”

6如有桌位，說：“請(qǐng)問怎么稱呼您？”記下來(lái)，微笑著說：“××先生/女士，很高興我們還有空余的桌位。”Ifthereisatableavailable,asktheguest,“mayIhaveyourname,please?”Writeitdownandsaywithasmile,“Mr./Ms.××,I’mgladwehaveatableavailable.”

服務(wù)流程ServiceProcess服務(wù)標(biāo)準(zhǔn)ServiceStandard

7如無(wú)空位，向客人表示歉意，并提出其他建議，如“非常抱歉，××先生/女士，餐廳現(xiàn)在已經(jīng)客滿。半小時(shí)以后會(huì)有空位，您介意等候片刻嗎？”或“這兒今晚已經(jīng)訂滿了。您愿意去我們的中餐廳用餐嗎？”Ifthereisnovacancy,apologizetotheguestandmakeothersuggestions,suchas“I’msosorry,Mr./Ms.××,therestaurantisfullnow.Wouldyoumindwaitingforamoment?”or“we’refullybookedtonight.WouldyouliketohavedinnerinourChineserestaurant?”

永遠(yuǎn)不要向客人說“不”，總是能夠提出其他建議。Neversay“no”totheguestandalwaysbeabletogiveothersuggestions.

8若客人接受你提議的用餐地點(diǎn)，微笑著說：“您稍等，我給您看一下那邊是否有空位?！盜ftheguestacceptsyouroffer,smileandsay,“Justamoment,please.I’llcheckifthereisatableavailableforyou.”

9如果那個(gè)餐廳確認(rèn)有位，感謝客人的耐心等候，并帶客人去。Ifthetableisavailable,thanktheguestfortheirpatienceandguidethemthere.

10如果客人仍然選擇在這兒用餐，詢問客人是否愿意被列在等候名單上，并估計(jì)需要等候的時(shí)間。Ifthegueststillchoosestohavedinnerhere,askhim/herifhe/shewouldliketobeputonthewaitinglistandestimatehowlonghe/shewillhavetowait.如果等候的時(shí)間較長(zhǎng)，建議客人先去大堂吧或其他較近的地方喝一杯。留下客人的聯(lián)系方式，當(dāng)有位時(shí)，你會(huì)通知他/她。Ifthewaitingtimeislong,suggesttheguestgotothelobbybarorothernearbyplacesforadrink.Leavetheguest’scontactinformationandinformhim/herwhenthetableisavailable.二、領(lǐng)位（引客入座）Hostess(Guidegueststotheirseats)

服務(wù)流程ServiceProcess服務(wù)標(biāo)準(zhǔn)ServiceStandard

1

走向客人，及時(shí)問候。Walktotheguestandgreetintime.服務(wù)人員必須在10秒鐘內(nèi)向客人致意；不要站在迎賓臺(tái)的后面。Greettotheguestfirstwithin10seconds;donotstaybehindthefrontdesk.

2主動(dòng)對(duì)客人說：“下午好，××先生/女士，歡迎您來(lái)……”Talktotheguest:“Goodafternoon,Mr./Ms.××,welcometo...”如果知道姓名，應(yīng)響亮、清晰地稱呼客人的名字。Ifthehostessknowstheguest’sname,speakitoutloudlyandclearly.

3詢問客人的要求，如“有什么需要幫忙的嗎？”Askfortheguest’srequirements,like“IsthereanythingIcanhelp?”微笑，建立目光交流，要表現(xiàn)得自然而真誠(chéng)。Smilewitheyecontact;actnaturallyandsincerely.

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如果客人想在餐廳用餐，詢問是否已訂座。Asktheguestifhe/shealreadyhasthereservationornot.有預(yù)訂的客人應(yīng)在到達(dá)后1分鐘內(nèi)被引導(dǎo)至桌位。Theguestwhohasreservationneedstobeguidedtothetablein1minute.

5如得到肯定的答復(fù)，口頭致意。查詢TMS上的預(yù)訂情況，然后把客人帶到指定的桌位。Ifapositivereplyisreceived,feedbackaverbalcompliment.CheckthereservationstatusontheTMSandtaketheguesttotheassignedtable.再次確認(rèn)客人的信息。Con?rmtheguest’sinformationagain.

服務(wù)流程ServiceProcess服務(wù)標(biāo)準(zhǔn)ServiceStandard

6如未訂位，詢問客人用餐的人數(shù)以及對(duì)餐桌位置的選擇。根據(jù)預(yù)訂系位，查看是否已有人預(yù)訂。Asktheguestaboutthenumberofdinersandpreferredtable,thencheckthesystemtomakesurethetableisn’tunderreservation.未預(yù)訂的客人應(yīng)在到達(dá)后2分鐘內(nèi)引導(dǎo)至桌位。Theguestwhodoesnothavereservationneedstobeguidedtothetablein2minutes.

7請(qǐng)客人跟隨自己，說：“××先生/女士，請(qǐng)隨我來(lái)。”Makesuretheguestisfollowingandsay“Mr./Ms.××,thiswayplease.”在客人前面，保持3～4步的距離。不要走得太快。不時(shí)回頭，確認(rèn)客人跟在身后。Keep3or4stepsinfrontoftheguest;Donotwalktoofast;Lookbacktomakesuretheguestisfollowing.

8引導(dǎo)時(shí)，走在客人右側(cè)前方。Whenguidingtheguest,rememberwalkinfrontoftheguestontherightside.

9在桌邊停下，微笑并征詢客人是否滿意這個(gè)桌位，然后為客人拉出椅子。Stopatthetable,smileandaskiftheguestissatis?edwiththetable,thenpulloutthechairfortheguest.參照注意事項(xiàng)列出的基本禮儀禮節(jié)。Refertothebasicetiquettelistedbytheprecautions.

10站在椅子的正后方,右手五指并攏,示意客人入座，同時(shí)說“××先生/夫人，請(qǐng)坐?！盨tandbehindthechair,keepfivefingersofrighthandtogethertoguidetheguesttohaveaseat,andsay“Mr/Ms.××,pleasehaveaseat.”動(dòng)作要慢，要小心。Moveslowlyandbecareful.

11當(dāng)客人要坐下時(shí)，雙手把扶椅子兩側(cè)