酒店餐饮标准操作程序与制度

1112341234512678910111213145123451361234FNBoffice71152/34**14***81********15*21ABCDE2341612Goodmoring/afternoon/evening,sir/madamwelcometoourrestaurant///3Doyouhavereservation,Sir/madam/45Howmanypersoninyourparty,Sir/madam?”/171Thiawayplease,Sir/Madam/23IsthistableallrightSir/Madam?18/I’msorrySir/Madam,thistableisreserved,Howaboutthattable?/41Enjoyyourbreakfast/lunch/dinner,Sir/Madam,Good-bye.///21931I’msorrySir/Madamtherestaurantisfull,mindtohaveaaperitiforcocktailinthe-barfirst?I’llcometocallyouasthe–tablebeready/”23451106Wouldyoumindtowaitamomentplease,Sir/Madam?Thecaptainwillcometohelpyou”/712ThankyoufryourcomingSir/Madam,Haveagoodday()Haveaplesanteveing()Good-bye/!1111211234511267234561137813GoodMorning/Afternoon/EveningxxRestaurant,xxisspeaking,MayIhelpyou.23GoodMorning/Afternoon/Evening,xxRestaurantSorrytowaiting,xxisspeaking,MayIhelpyou34114123XXXX45:12361211512345611678910111213117141234561118234567891191VIP2VIP3VIP4561234120567891011/23/1212312--------3441----23451212261211Goodmorning/afternoon/evening,roomservice,canIhelpyou?2342123123456312345674123:124Roomservice4///(Goodmorning/afternoon/evening,Sir/Madam,Reamservice,MayIcomein?”//”Excuseme,Sir/Madam,wherecanIsetthetrollyorputtheroay?”567Signyournameandroom125numberhere,please.8Anythingelsewouldyoulike?Enjouyourmeal,please,good-bye951234511512623127128129121303456307891311011121314612513267812391133123/4/5/62/134/31234/135U2925136137COFFEEBREAK15138112C.32123139456783123414012345/678141910-1510111213141514216171856123/4781143234---------5122144345Pleasegiveway,Thankyou6145789F.ABABA11231464562FNB312:()3***4514712123453123148412/34567891495:1234712115023VIP4561234567115123456123456121523413Goodmorning/afternoon/evening.XXRestaurant(FNBoffice),XXisspeaking,MayIhelpyou3GoodMorning/Afternoon/Evening/XXRestaurant,sorryforwaiting,XXisspeaking,MayIhelpyou.21WouldIhaveyourname,please?Couldyoutellmehowtospellyourname?2Mayweknow153whattimetoexpectyou?3Howmanypersonsforyouresercation?4MayIhavethenameofyourcompany?5Whichkinddoyoureservation?6”Isthereanythingelse?7Pleasegiveatelephonenumber?89XXXXYoureservedtableinXXrestaurantNO.XXtable.1030Yourreservationmaybewillbekeptabout15430minutes,pleasecomeontime.11XXThankyouforyourcalling,wewillbeexpectingyourandyourfriendsatXX(time)then,Thankyou,good-bye.3455FNBMG671”Sorry,I’mnotsure,Couldcheckitfirst,thenI’llcallyouback21130AM155730PM3112----------------156--------34212345615778910111231234561587123Excuseme,sir/madam.Hereisyourbill./4a.ThetotalyoupaidisRMB.b.Wouldyouwaitamomentplease,sir159/madam,Iwillbringyouthechangerightaway/C.d.Excuseme,sir/madamhereisyourchangethetotalisRMB.Andthisisthereceipt.Thankyiuverymuch./5a.MayImanyyouareresidentguestonnot?wouldyoupleaseshowmethehotelV.I.P.card?160b.Wouldyoupleaseshowmeyourkeycard(orV.I.P.card)please?c.Thankyouverymuch.DWouldyouwaitamomentplease.Excuseme,sir/madam.HereieyourV.I.P.161card.Thankyouverymuch./6aWouldyoupleaseshowmeyourI.D.card,sir/madam?/b.:Wouldyusignthecheckfirstplease,sir/madam./c.d.e.f.162Here’syourcreditcard,I.D.card,receipt,sir/madam.Thankyouverymuch./