如何更换烟灰缸解析.ppt

餐饮服务模块FOOD BEVERAGE SERVICE MODULE “如何更换烟灰缸” “How to Change an Ashtray” 泉州万达文华酒店将以亲切高效的服务， 盛情款待所有本地和国际的宾客。 Quan Zhou WandaVista wants all of our Local and International Guests to be provided with warm, gracious and efficient hospitality. 为树立酒店的品牌形象，我们必须始终如一地 让宾客留下深刻美好的第一印象。 It is very important for the Brand image of the Hotel that we consistently create a strong, positive first impression. 前言 Introduction  前言 Introduction  我们要让每一位客人感受到万达温情！ We want every Guest to feel the Wanda Touch! 让我们成为“优态使者”，灵活主动，真诚待客。 Let us delight our guests with our enthusiastic service attitude demonstrated through Flexibility, Initiative, Teamwork and Sincerity. 目标Objective 到这次课程结束的时候，我们的目标是要确保你学会如何按照我们酒店的标准，自信地 “更换烟灰缸”。 By the end of this Session, our Objective is to ensure that you have learned “How to change an ashtray” with Confidence, and according to our defined Standards. 有问题吗？ Any Questions? 取干净的烟灰缸Collect clean ashtray 从哪里拿取干净的烟灰缸？ Where do you pick up clean ashtrays from? 服务边台 Side station 当我们拿取烟灰缸时应该注意什么？ What should we check when picking up ashtrays？ 烟缸干爽洁净且无裂缝、缺口 Clean, dry, not cracked or chipped 使用什么拿取烟灰缸？ What should you use to pick up ashtrays? 干净的圆托盘 Use a clean round tray 2. 靠近餐桌Approach table 应该如何靠近餐桌？ How do we approach the table with clean ashtrays? 发自内心的微笑 Smile as we really mean it 保持眼神接触 Make eye contact 保持良好的姿势 Maintain good posture 2. 靠近餐桌Approach table 口齿清晰，语速适中 Speak slowly and clearly 你应该对客人说什么？ What do you say to the guest? “先生/小姐，打扰一下。可以帮您换一下烟灰缸吗？” “Excuse me Sir / Madam.”May I change the ashtray? 2. 靠近餐桌Approach table 什么时候需要更换烟灰缸？ When do we need to change the ashtray? 更换餐桌 上有2个或以上烟头的烟灰缸 （每个烟缸内烟头不能超过两个） Change the ashtray that has 2 or more cigarette butts (Should not be more than 2 butts on each ashtray) 如果烟灰缸上有点燃的香烟，暂不需要更换 Do not change ashtray if there is a lidded cigarette on it 3. 拿干净的烟灰缸Take clean ashtray