RoomService客房送餐服务

RoomService&DealingwithcustomercomplaintsTOPIC7.1RoomServiceRoomserviceappliesonlywherethecustomerhasdecidedtoeatintheaccommodationroomofamotel,hotel,servicedapartmentorresort.ClocheContinentalBreakfastEnglishBreakfastDoorKnobMenuHangontheoutsideoftheguest’sbedroomRolePlay:DoorknobmenuserviceStaff:Goodmorning.Reception.MayIhelpyou?Guest:Goodmorning.It’sMr.WhiteinRoom489.CanIhavebreakfastinmyroomtomorrowmorning?HotBoxHotBoxLateNightMenuNonVerbalCuesReadingyourcustomers微表情系列lookdownonlookdownonlookdownon微表情系列ShockedUneasyConfidentHungupAfraidDisdainGestureRoomServiceRoomserviceisalsoknownasin-roomdining.Itisaserviceprovidedbyhotelgenerallyhotelsof4-5starstandardsasaconvenienceandchoiceofdiningoptionfortheirguests.RoomServiceRoomserviceisalsoknownasin-roomdining.Itisaserviceprovidedbyhotelgenerallyhotelsof4-5starstandardsasaconvenienceandchoiceofdiningoptionfortheirguests.BreakfastMenuAlldaydiningmenuSupermenuSnackmenuMinibarmenuRoomServicemenuinclude:1、DailyfoodserviceBreakfastLunch（Super）RoomServicemenuinclude:1、DailyfoodserviceSnackMiniBarGivetheVIPflowerbasket、fruitbasket、cardsVIP”spresentGivethepresenttothecustomersonholiday2、SpecialserviceFineDiningOrdertakingbyphonePhonecallRoomNoNameConfirm•Within3rings•Introduceyourselfclearly•MayIhelpyou?•Writedowntheorder•MayIhaveyourroomnumber?Forhowmanyperson?•Yourroomnumberis…Yourorderis…Anythingelse?ThanksYourorderwillbe…minutes,It`sallright?ThankyouforyourorderLettheguesthangupfirst.接到订单receivetheorder根据菜肴品种及数量准备餐具setupthetrolley到收银台取帐单，了解能否签单，现金买单准备好零钱preparethechange到厨房出菜，需加盖，并核对stampandre-check使用员工电梯送餐到房usestaff’slifttodeliver到达客房门口再次核对房号checktheroomnumber敲门三声或一声门铃,您好，房内送餐knockatthedoor3timesandannounce“Roomservice”客人开门后进行问候并询问能否进入“早上好，这是您点的餐，我可以进去吗？”Goodmorning,hereisyourorder.MayIcomein?客人同意后进入房间，致谢并询问在哪里用餐谢谢！请问您在哪里用餐？Askwheretoposition.Thankyou!Wherewouldyouliketoputthetray?帮客人将餐具摆好，菜肴摆好并向客人介绍菜品，方便客人核对pullupthesidesofthetrolleyandre-arrangethesetup询问客人是否现在用餐，帮客人打开菜盖请问可以帮您把菜盖打开吗？Askguestifhewanttoeatnow.MayItakeawaythecover?帮客人提供服务（拉椅请客人入座，铺席巾，斟酒水）offertheservice询问客人是否还有其他需要请问还有什么需要吗？Wouldyoulikeanythingelse?详细记录并复述，尽快送至recordtheorderandconfirm出示账单,这是您的账单Presentthebill.Hereisyourbill离开房间后退一步转身，离开。如客人门未关则询问是否需要关门farewellandclosethedoorifneeder挂账将账单送至前台,现金将账单及现金交收银台Sendthedockettocashier登记送餐记录recordthedeliveryorder接到订单receivetheorder根据菜肴品种及数量准备餐具setupthetrolley到收银台取帐单，了解能否签单，现金买单准备好零钱preparethechange到厨房出菜，需加盖，并核对stampandre-check使用员工电梯送餐到房usestaff’slifttodeliver到达客房门口再次核对房号checktheroomnumber敲门三声或一声门铃,您好，房内送餐knockatthedoor3timesandannounce“Roomservice”客人开门后进行问候并询问能否进入“早上好，这是您点的餐，我可以进去吗？”Goodmorning,hereisyourorder.MayIcomein?客人同意后进入房间，致谢并询问在哪里用餐谢谢！请问您在哪里用餐？Askwheretoposition.Thankyou!Wherewouldyouliketoputthetray?帮客人将餐具摆好，菜肴摆好并向客人介绍菜品，方便客人核对pullupthesidesofthetrolleyandre-arrangethesetup询问客人是否现在用餐，帮客人打开菜盖请问可以帮您把菜盖打开吗？Askguestifhewanttoeatnow.MayItakeawaythecover?帮客人提供服务（拉椅请客人入座，铺席巾，斟酒水）offertheservice询问客人是否还有其他需要请问还有什么需要吗？Wouldyoulikeanythingelse?详细记录并复述，尽快送至recordtheorderandconfirm出示账单,这是您的账单Presentthebill.Hereisyourbill离开房间后退一步转身，离开。如客人门未关则询问是否需要关门farewellandclosethedoorifneeder挂账将账单送至前台,现金将账单及现金交收银台Sendthedockettocashier登记送餐记录recordthedeliveryorderServicepartRolePlay:ServingfoodinroomThankyou！Thankyou！Thankyou！Thankyou！Thankyou！