如何展示单.docVIP

STANDARD OPERATING PROCEDURE TASK: HOW TO PRESENT THE MENU 任务：如何展示菜单 Task Number: 编号： CR-0003 Department: 部门： FB – Chinese Restaurant 中餐厅 Date Issued: 执行日期： Jan. 2008 2008年1月 Guest Expectation: 客户期望： That the menu is handed to the guest within 5-10 minutes after being seated and that the menu specials and the not available item are explained. 客人入座后，5-10分钟内将菜单递送给客人，并介绍特别推荐和沽清的菜品 Time to Train: 培训时间： 20 minutes 20分钟 Why is this task important for you and our guests? 为什么这项课题对你和客人都很重要？ Answers: 答案 To maximize guests satisfaction. 最大化提升客人的满意度。 To ensure the guests are quickly attended to 确保快速的关注客人。 To ensure the guests are aware of the special to enhance the guests’ choice and to generate potentially additional revenues 确保客人了解每日的特别推荐以提高客人的选择并获得潜在收入的增加。 To avoid disappointment should the guest order a dish which is not available. 避免因客人点的菜式无法提供而使客人失望。 STEPS 步骤 HOW/ STANDARDS 如何做/标准 TRAINING QUESTIONS 培训提问 1) Check the state of the menu 检查菜单情况 Hostesses should always check all the menu pages and cover to ensure the menus are clean. 领位员应检查菜单所有的内页和封面 ，保证清洁。 Why should the menu always be neat clean? 为什么要一直保持菜单的整齐和清洁。 2) Self introduction. 自我介绍 “Good Morning/Afternoon/Evening, Mr./Mrs. Sir/ Madam, my name is XXXX, here is the menu please” “早上好/中午好/晚上好，先生、女士，我是XXX，这是您的菜单。” Why should you introduce yourself? 为什么要自我介绍。 3) Presenting the menu. 展示菜单 Standing at the right side of the guest, bend the upper body slightly; present the opened menu (first page) in front of the guest and say: “This is the menu, please” (use your right hand). 站在客人的右侧，打开菜单第一页双手递到客人面前说：“这是您的菜单，请（使用你的右手）” If there are ladies in the group, serve the elderly lady first, gentleman next, host last. 如果客人中间有女士，先服务年龄大的女士，然后男士，最后主人。 Why should you open the menu for the guest? 为什么要帮客人打开菜单。 4) Explain which dishes are not available for that day 解释今天无法提供的菜式 Apologize and explain to the guests which dishes are not available. 向客人致歉并解释哪些菜式无法提供 Say: ”I am terrible sorry but the XXX is not available today, instead