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ServiceBlueprint服务程序指南Whattosay所用服务用语Standard标准1）PickupthephonetogreetandaddressguestGoodMorning/Afternoon/EveningMr./Mrs./Ms.____GuestServiceCenter,______speaking,howmayIhelpyou?1. Ordertakermustbe familiarwithallfoodandbeveragemenus.2.Telephonemustbeansweredwithinthreerings.3.Addressguestsbytheirnames–personalizeservice,letguestfeelwarmcomforting.2）TakingOrderYes,Iamreadynow,whatwouldliketoorde?SoupofTheDayis______.Howwouldyoulikeyoursteak(done)?Whichsaucewouldyouprefer?Whichflavorwouldyouprefer?Howmanyscoopswouldlike?Inoneglassorseparately?1.Shouldknowthemenuthoroughly,dailyspecialandchef’srecommendation.Ifqueryonfoodexplanation,theOrderTakershouldbereadywithapromptandcorrectreply.2.OrderTakermustknowanduseserviceabbreviationsconsistentlyandaccuratelywhentakinganorder.3.Don’tforgettowritedowntheinstructionsuchas:Howissteakdone?,sauceorothersidedishes,theflavoroficecream,andhowmanyscoops.3)Suggestive/RecommendatorySellingWouldyoulikesomemineralwater?Wouldyoulikeonebottleofredwinetomatchyoursteak?Wouldyoulikeonebottleofwhitewinetomatchyourfish?WouldyoulikeonelovelyAlmondTiramisuasdessert?Usesuggestive/RecommendatorysellingandUpsellingwhentakingthefoodandbeverageorder.4)RepeatOrderandIdentifyTheDeliveryTimeWouldyoulikeanythingelse?Howmanypersonplease?So,Mr./Mrs./Ms._____,yourorderis____________________,andyourroomnumberis____#Yourorderwillbedeliveredwithin30minutes,Thankyouforyourcalling,Goodbye.1.Repeatthefood&beverageorderandtheroomnumberbacktotheguestandconfirmit.2.IdentifythedeliverytimeandthanktheguestforusingtheInRoomDining.5)CallBacktoAskCommentsandCollection/ClearingGoodMorning/Afternoon/EveningMr./Mrs./Ms.____ThisisGuestServiceCenter_____speaking,HowwasyourBreakfast/Lunch/dinner/supper?MayIsendsomebodytoclearthetrolley/tray?Maketheguestfeelthatthereispersonalcontactandthehotelwantstoservethemwiththebest,whichinturnwillincreasetherevenueofIn-RoomDining.送餐点单服务程序图OrderTakingServiceBlueprintServiceSteps服务步骤ConversationSentences所用服务用语Standard&Procedure标准与程序1）EnteringaGuestRoom进入客人房间“GoodMorning,RoomService”“早上好，送餐部。”“GoodmorningMr./Mrs....(getguest’snamefromyourreport),MynameisKim...andIwillbeservingyourbreakfast.MayIcomein?“早上好，王先生，我是送餐部的Kim为您服务早餐，我可以进来吗？”1.Associatespositionthemselvesinfrontoftheguestroomsecurityviewerwiththeirnametagvisibletotheguest;员工要在敲客人的房门以前将自己的仪容整理好并带好名牌，在客人可以通过门镜清楚看见的地方站立好。2.Pressdoorbellorknockonthedoorandannounce“RoomService”按铃,问候客人3.Ifnoanswer,pause10secondsbeforeknockingorringingasecondtime,pauseagain.如客人没有回应，10秒钟后再按铃等候客人回应。4.IftheDNDsignisonortheseisnoresponse,usethenearestfloorpantryphonetoinformguesttheorderisready.如果客人房间门口挂着“请勿打扰”牌或无回应，使用最近的管家部楼层电话通知通知客人餐已近准备好了。5.Ifguestisin,waituntilguestopensthedoorandintroduceyourself.如果客人在房间一定等到客人开门，并介绍自己。2）ServiceintheGuestRoom在客人房间里服务MayIputthetrolley/trayhere?“我可以将餐车/托盘放在这吗？”MayIservethedrinknow?“我可以现在服务您的饮料吗？”MayIopenyourwine?“我可以为您开酒吗？”MayItakethehotdishoutofwarmer?我可以把热菜从保温箱里拿出来吗？1.Checktheorderonceagainbeforeknockingontheguestroomdoor.敲门之前应检查客人的点单.2.Whenapproachingtheguestroom,checktheguestbillifitmatchestheroomnumber.Fordoorknobmenus,checktheroomnumberondoorknobmenutoensureitmatcheswiththeroomnumberandthebill.来到客人门前应首先看房号，然后核对门把手菜单及帐单上的房号是否一致3.Uponenteringtheroom,theRoomServiceattendantwillintroducethemselvestotheguestasperhotelstandardsandinapropertone.进入房间之前应介绍自己。(使用酒店标准)4.Asktheguestwhereshouldplacethetrolley&tray.Ifthemealisonatrolley,foldthebothflapsouttoincreasetheguest’seatingarea.应礼貌询问客人餐车或托盘是否可以放在指定位置，如果是餐车，应将餐车两个侧面都打开。3）ServingToastintheGuestRoom在房间里服务吐司“Howwouldyoulikeyourtoasttobeserved,lightcolor,browncolorordark？”“您想要几片、哪种面包、烤成什么程度？”1. Accordingtotheguestorders,getthetoaster,tongsandbreadbasketandnapkinready.根据客人的点单，准备好吐司机、夹子、面包篮、口布。2.Makesurethetoaster,tongandbasketareclean..确保吐司机、夹子、篮子干净。3.Whenintheguestroom,pushthetrolleynearthesocketinordertoreachtheplug.Ifneeded,youcanusetheextensionboard.进入客房后将餐车推至电源插座附近，如需要应使用接线板。4.Beforeservingthetoastasktheguesthowwouldthetoastbeprepared.在服务之前应先询问清楚客人想要几片、哪种面包、烤成什么程度。5.Aftertoastisserved,makesurethetoasterhasbeenswitchedoffanddisconnected.烤完后应确保关掉电源并将插头拔下。6.Thetoastercontrolsheetwillbeusedforfollowupandcommunication.ThetoastercontrolsheetmustbekeptatalltimesintheRoomServiceOffice.应使用吐司机控制表来管理吐司机。并且应长期保存记录。7.Oncethetoasterandtongsarereturned,theymustbecleanedrightaway,andreadyfornextuse.收回的用具应彻底清洁并准备好待用。送餐房间服务程序INROOMSERVICESEQUENCE2RickyRao2019/10/6ServiceSteps服务步骤ConversationSentences所用服务用语Standard&Procedure标准与程序送餐房间服务程序INROOMSERVICESEQUENCE4)LeavingGuestRoom离开客人房间“Wouldyousingeyourbillplease?”“这是您的帐单，请您签一下”“WouldyouhavesomethingelsIcandoforyou?”“请问还有什么可以为您做的。”“Enjoyyourbreakfast/Lunch/DinnerPlease！Whenyoufinishyourmeal,pleasedialRoomServiceforcollection/clearing.Haveanexcellentday!Goodbye”“请您慢慢享用你的早餐午/餐/晚餐，如果您用完餐请拨打送餐部，祝您今天过得开心，再见！”1.Checkwiththeguesttofindoutifguesthasotherneeds.InformguesttopayattentiontohotplatesAccuratebillpresentedtoguestinfolderwithballpenwithLogoforguestsignature.将帐单夹展开并递上带酒店标志笔请客人签字。2.Upondeparturefromtheroom,attendantshouldinformguesttocall