[演讲资料]凯宾斯基服务培训.ppt

Service Standards Kempinski Hotels Service Training 服务培训 Fine European Traditions来自欧洲的最好的传统 Kempinski, the oldest hotel chain in the world, was founded in Germany over one hundred years ago. Since then, Kempinski Hotels have reflected the finest traditions of authentic European hospitality. Represented all over the world, Kempinski Hotels symbolize the highest standards wherever they are found. 凯宾斯基集团是一家拥有100多年历史的，世界最古老的饭店集团，代表着来自欧洲的最好的酒店传统。直到现在，世界各地的凯宾斯基饭店还代表着酒店业的最高标准。 Standards and Procedures标准和程序 Standards Breakfast 早餐标准 Was the guest greeted or acknowled immediately upon entering the Restaurant 当客人进入餐厅时，是否问候客人 Was the guest greeted in a friendly and pleasant manner 是否友好礼貌地问候客人 Did host ask if smoking or non smoking was preferred 是否礼貌地问客人是要吸烟区还是非吸烟区 Did the host seat the guest at a fully laid table 咨客是否将客人领到布置好的餐桌 Did the host/waiter remove covers if necessary 咨客/服务员是否撤走多余的餐具 Did host offer orentation to breakfast procedure 咨客是否向客人介绍我们的自助餐 Did the waiter offer coffee or tea within 1 minute of seating 服务员是否在客人入座后1分钟以内询问客人是否需要咖啡或茶 Was coffee served within 1 minute and tea within 3 minutes 咖啡是否在1分钟以内呈上，而茶在3分钟以内 Were coffee/tea served in inidividual pots 是否用单独的器皿装咖啡或茶 Were fruit juices offered within one minute of seating 是否在客人入座1分钟以内提供果汁 Did waiter return to take the order within 5 minutes of seating 服务员是否在客人入座5分钟以内点单 Were cooked items prepared a la carte and served promptly 当客人点单后，菜品是否能及时送到 Was the guest advised if the plate was hot 是否提醒客人盘子很烫 Was the order correct and complete 点单是否正确，完整 Did employee replace cutlery as required 服务员是否按要求及时更换餐具 Was coffee/tea repienished within 2 minutes of cup being empty 当咖啡或茶饮完时，是否在2分钟以内续杯 Bill Presentation 呈递帐单 Did an employee visit the table to ascertain at any point if service was satisfactory 是否有员工主动询问客人是否满意我们的服务 Did waiter replace ashtray as required 服务员是否按要求更换烟灰缸 Upon leaving the restaurant was the guest thanked 当客人离开酒店时，