Con-22 Restaurant Reservation( 订餐服务).docVIP

标准操作程序 Standard Operating Procedure 公司名称： XX酒店管理公司 Company : XX Hotel Management Limited 编号： Reference No. 部门： 前厅部— Department: Front Office Department—Concierge 日期 Date 月 标题： Title: Restaurant Reservation 页 Page 第 页 共 页Page 1 Of 1 Why is this task important for you and our guests? 为什么这个任务对你和你的客人非常重要？ Answers回 答: We must recommend nice restaurants to our guests. 我们必须向客人推荐品质优良的餐厅。 We can increase guest satisfaction. 我们能提升客人的满意度。 Demonstrate my professionalism. 展示我们的专业水准。 I understand the importance of this service for our guests. 我能理解这种服务对客人的重要性。 WHAT / STEPS 工作步骤 HOW/ STANDARDS 怎么做/工作标准 提 问 1) Hotel Restaurant reservation 酒店餐厅预定 Recommend Hotel Restaurants to the guest first. 客人推荐酒店餐厅。 Hotel Restaurant menus will be available and upon request, reservations will be made. 根据客人要求可以提供餐厅菜单和帮助做预定. Using a Restaurant Booking Sheet, obtain the guest’s name, number of people in the party, time of reservation and restaurant name. 使用餐厅预定单登记有关客人资料, 如: 客人姓名, 用餐人数, 预定时间,餐厅名称. Note all special requests. 记录特别要求. “下午好，王先生，有什么能帮到您的？“ “请问是大几位客人用中餐呢？ 请问您大概的预算？ 需要安排一个包间吗？“ “饭店的中餐厅怡庭国宴，使我们的顶级中餐食府，提供精品川粤菜。“ ， Which restaurant should be recommended first? 什么餐厅应该首先推荐? Where can I find the Restaurant booking sheet? 我们在哪可以找到餐厅预定单? What information do I need to take? 我们需要记录哪些客人信息? 2) Outside restaurant reservation 酒店外餐厅预定 If the guest requires recommendations about outside restaurant, make suggestions according to the guests preference, such as location, cuisine and star rating. 如果客人需要我们推荐酒店外餐厅, 根据客人喜好推荐餐厅, 如: 餐厅地点, 菜式风格,餐厅等级. How do I know the guest preference? 我们怎么知道客人喜好呢? 3) Recommendation 推荐餐厅 The Concierge should log onto the system to search the information. 礼宾部员工应该上网或进入酒店管理系统去查找有关信息. Select a restaurant and advise the guest about the restaurants’ features, distance from the hotel and business hours. 选出一家餐厅, 告诉客人餐厅的特色, 离酒店的距离以及营业时间. In order to better understand the guest’s needs, ask questions regarding nature of the meal, type