凯悦酒店01-07 How to Serve a Soft Drink.pptVIP

Introduction前言 We want every Guest to feel the Hyatt Touch! 我们要让每一位客人感受到凯悦温情！ Let us delight our guests with our enthusiastic service attitude demonstrated through Flexibility, Initiative, Teamwork and Sincerity. 让我们成为“优态使者”，灵活主动，真诚待客。 Objective目标 By the end of this session, our objective is to ensure that you have learned “How to Serve a Soft Drink” with confidence, and according to our defined standards. 到这次课程结束的时候，我们的目标是要确保你学会 怎样按照我们酒店的标准，自信地 “为客人服务软饮料”。 Any Questions? 有问题吗？ Select Equipment选择器具 What equipment do we need? 我们需要什么器具？ A round tray with clean tray mat 配有干净托盘垫的圆托盘 A coaster is used on non linen surfaces 杯垫(用于没有台布的餐桌) A straw 一支吸管 1. Select Equipment选择器具 What equipment do we need? (Cont’d) 我们需要什么器具？（续） Clean and right glassware 干净且适合的杯子 (please refer to the glassware guide for the right glass) （请参考杯子使用指南选择正确杯子） 2. Place the Items on the Tray在托盘上摆放物品 What should we check about the items placed on the tray? 我们需要检查摆放在托盘上的什么物品？ The glass is clean and contains perfectly shaped ice cubes and lime wedge 干净的杯子内放置形状完好的冰块和青柠角 The bottle/can is chilled, opened clean and not damaged 饮料瓶/罐是冰冻过的、开启后干净并无破损 2. Place the Items on the Tray在托盘上摆放物品 What should we check about the items placed on the tray? (Cont’d) 我们需要检查摆放在托盘上的什么物品？ （续） The coaster is in good condition 完好的杯垫 A straw – ensure wrapper is clean 一支包装完好的吸管 3. Approach the Table靠近餐桌 How do we approach the table? 我们如何靠近餐桌？ Smile as we really mean it 发自内心的微笑 Establish good eye contact 建立良好的眼神接触 Maintain good posture 保持身姿端正 3. Approach the Table靠近餐桌 What do we need to say to the guest? 我们需要和客人说些什么？ “Excuse me sir / madam, your XXX (Using the name of the soft drink).” “打扰了，先生/女士，您的XXX (使用软饮料的名称)。” Use guest’s name if we know尽量称呼客人的名字 4. Present the Drink送出饮料 Who do we serve first? 我们先为谁服务？ Ladies first 首先服务女性客人 Which side of the guest do we serve from？ 我们从客人的哪一边提供服务？ Fro