餐饮部迎宾

KunshanNewportHotel昆山新港湾酒店Food&BeverageHostessTraining餐饮部迎宾培训Trainingsubject培训主题HostessDuties迎宾的基本职责WarmWelcome&BidFarewell对客人的迎来送往ExplainF&BConcept为客人介绍餐饮部各分部概念TelephoneEtiquette虹桥希尔顿电话礼仪Breakfast“DoneRightCheckList早餐检查表HostessTraining-HostessDuties迎宾培训-迎宾的基本职责HostessDuties迎宾的基本职责DailyRoutine每日基本任务Preparationformealperiod餐前准备工作Double-check&reconfirmallreservations,checkwithoutletmanagerondutyforanyinquiries.再次检查和确定所有预定，有任何疑问可以找餐厅经理帮忙。Ensurethatallfunctionsheets,requisitionsandbillinginstructionsforthatdayhavebeenissuedanddistributedbyandtotheresponsibledepartment.确保当日所有宴会清单，仓库领货单和遗留账单等各式信息已经被批准和传达分配到相应部门和员工。Followupandcheckthetask/checklistsofyourparticularoutlet.察看部门留言和任务清单，采取行动并加以跟进和落实HostessTraining-HostessDuties迎宾培训-迎宾的基本职责HostessDuties迎宾的基本职责DailyRoutine每日基本任务PreparationsforOutletManager给餐厅经理做准备工作Beforestartoperation,hostesseswillpreparethedailylistsfortheOutletManagerasfollows:开始营业前，作为迎宾应该准备如下内容的每日清单给餐厅经理Dailyrepeated/regularguestlistwithnamesandpreferences.每日回头客和常客名单和其喜好Handoverfromlateshiftofthedaybefore上个班次交接过来的未完成任务OutletFunctionsheets餐厅当日的宴会清单Outletdutyroster（hostessleader)餐厅员工班次表(前台负责人）HostessTraining-HostessDuties迎宾培训-迎宾的基本职责HostessDuties迎宾的基本职责Thelistwillbecompiledonaclipboardandkeepatthemanager’sdesk/hostessdeskforreview.Themanagerwilltaketheinformationtothegroupbriefing.所有清单放在同一个文件夹并送到经理办公桌上，部门经理将携带这些信息参加集团会议。Whenthemanagerreturnsfromthegroupbriefingthefollowinglistshavetobepublishedonthestaffnoticeboardforeverybody’sinformation:当部门经理从会议回来后，所有的信息应贴在员工告示板上给所有员工知道:Dailyoutletreport每日部门报告Dailysummaryreport每日汇总报告Up-sellingrecord促销纪录Outletfunctionsheet当日宴会清单Importantmattersdiscussedinthebriefing当日会议要点Guestsareledtotheirtablewithverbalcuebythemostdirectroute.Staffshouldnotpacemorethan3stepsaheadofguest,warningofobstacles.eyecontact&politeservicephraseologyalwaysused.在带客人的过程中，要选择最短到达客人桌子的路线，要走在客人的前面约一米（3步）的位置，速度不能太快，注意障碍物。眼神接触和礼貌的服务用语贯穿全程。HostessTraining-WarmWelcome&BidFarewell迎宾培训-对客人的迎来送往Keepthefollowingbasicrulesinmind:紧记以下基本原则:•Smile微笑始终贯穿整个服务Checkthebookingdetails确认预定细节•Donotkeepguestswithaconfirmedreservationwaitingatthehostessdesk不要让有预定的客人在领位台等候•Checkthedresscode确认客人的着装•Checktheguest’sageifyouarenotsure（forchildren)确认客人的年龄如果你不确定的情况下(小孩）•Usetheguest’snameappropriatelyandinanaturalmanner以自然的状态合理的使用客人的名字Restauranthostesswilltakecareofguestcoats,hats,umbrellas,shoppingbagsorguestpersonalbelongingsifneeded.餐厅迎宾需要帮助客人妥善保管外套，帽子雨伞及购物袋等个人物品。如果在客人需要的情况下。HostessTraining-WarmWelcome&BidFarewell迎宾培训-对客人的迎来送往BesinceretogreettheguestFirstImpressiondecidebyYOU!HostessTraining-WarmWelcome&BidFarewell迎宾培训-对客人的迎来送往Howtoseatguest怎样为客人让座Chairsarepulledforguests,napkinwillbeplacedintriangleshape(singlefolded)ontheguest’slap,donottouchtheguest’sbody,ladyfirst).为客人拉椅让座，为客人铺好餐巾，餐巾折成单层的三角形，铺在客人膝盖上，不要碰到客人身体，女士优先.Tablemustbespotlessandfullysetbeforeguestisseated.Beveragewillbeofferedimmediately.餐桌在客人坐下之前应已经准备好，干净整齐无破损。酒水在客人入座后马上提供。HostessTraining-WarmWelcome&BidFarewell迎宾培训-对客人的迎来送往Howtopresentmenu怎样服务菜单给客人ObtainappropriatenumberofmenusfromHostessstand(oneperguest)Holdthemenuwithleftfrontarm,withmenucoverfacingupward.Useyourpalmtomaintainthestabilityandbalance.Duringservice,carryallthemenusbylefthandandleftfrontarm.useyourrighthandtotakeonemenuandopenthefirstpage.Putyourrighthandinthemiddleonthetopofmenuandpresenttotheguest,40cmawayfromguest'schest.从领位台拿取适量的菜单（每人一本），菜单正面封面向上放在左手小臂上，用手掌固定好并保持平衡，在服务给客人时左手和左小臂持全部菜单，右手拿其中一本，打开第一页，右手放在菜单顶部中间位置，递到客人胸前40公分处。HostessTraining-WarmWelcome&BidFarewell迎宾培训-对客人的迎来送往Howtobidguestfarewell怎样给客人温暖的送别Thanktheguest,bidafriendlyandwarmfarewellandinvitetheguesttoreturn.感谢客人的光临，给与客人温暖的道别并盛情邀请客人再次光临。Thankyouforyourcoming,Mr/Msguestname,Hopetoseeyouagainsoon!感谢您的光临,客人姓名先生/女士，欢迎您下次再来！Thankyouforcoming,Mr/Msguestname,Haveaniceevening！感谢您的光临,客人姓名先生/女士，祝您晚上愉快!/祝您入住愉快NeverOnlyFarewellguestwith“byebye!!!!”永远不要在欢送客人时只说“再见”HostessTraining-WarmWelcome&BidFarewell迎宾培训-对客人的迎来送往HostessServiceSequence领位的整个次序和过程Goodevening,Mr.MsGuestnamewelcometooutletname,Doyouhaveanyreservationwithus?YESNOMayhaveyournameplease?Ihaveanicetableforyoutoday.(findguestnameinreservationbook)Iapologize,atthemomentwearefullybooked.Wouldyouliketowaitfor__minutes,Mr./Ms***?(aftergetguest’snameusethename)Howmanypersonyouhave,shallIhelpyoumakeareservationnow?AvailableTableNotAvailableTableMayIshowyouthetable?Thiswayplease!HostessTraining-WarmWelcome&BidFarewell迎宾培训-对客人的迎来送往HostessServiceSequence领位的整个次序和过程Thenreachtable,pullthechair,seattheguest,ladiesfirst,Letmeintroduceourteammemberstaffname,He/Shewillbeservingyou!(Whenseetheguestsitdown.)Presentmenustoallguests.(Beforeyouleave)Pleaseenjoyyourgreattimeinouroutletname!Ihopeyouenjoyyourlastvisit.Thankyouforcomingback!CheckwinepreferenceoftheguestHaveyoutriedwinename.Icanhighlyrecommendwinename.MayIintroduceourconcepttoyou,Sir?(ThenyoucanintroducethespecialtiesFood,Beverageandfunctionitems.Casualtalk,example:Isthisthefirsttimewithus?YESNOTellguesthowlongtheywillbewaitingandshowthemtobarareaorderakindofdrink.告诉客人大概需要等多长时间，并在客人同意的情况下带他们去酒吧喝饮品。Whenguestsprefertowaitfortheseats,