国际连锁酒店餐饮部开业手册（英文版）参考.doc

INTERNATIONAL OPERATIONS PRE-OPENING MANUAL GENERAL INFORMATION Restaurant (page 3) The Right Way Hostessing Training Topics Hospitality: Do You or Don’t You? Greeting and Seating Guests Sample Script Too Busy to Help a Guest? Greater/Seater Standards of Service Telephone Hospitality Telephone Etiquette Job Learning checklist Greeter/Seater Quiz for Certification of Greeter/Seater Grooming Standards General Service Rules the Scatter System of Service Sample Par levels Room Service (page 79) Type of Guests Who Order Room Service Tray and Trolley Set-Up and Service Notes Order of Service Answering the Phone Key Steps to Remember for Order Taker VIP/Repeat Guests Package order Procedures Sample Training Topics for Room Service Tasks for Room Service Training Mini Bar Job Description and Procedures Tasks for Mini Bar Training  “THE RIGHT WAY” Marriott does it right! This is how guests feel when they are warmly welcomed, made comfortable and treated as someone special. There are three elements in producing this feeling... HOSPITALITY COURTESY and attention to GUEST NEEDS A. The atmosphere of hospitality is shown through treating every guest with the attitude of “We are glad you are here.” Regardless of the time of day or night, the type of dress of the guest, the volume of business, the attitude of the guest, etc..., each guest expects and deserves the same type of quality service. AT MARRIOTT THIS IS OUR AIM B. It is the nature of food and beverage operations to be fast-paced during busy meal periods or when guests are in a hurry for service. Service, however, can be accomplished during these times with courtesy. Even during these “busy ” periods, we must remember to use both verbal expressions and body language maneuvers, such as saying “thank you,” “please,” and excuse me,” “my pleasure,” “you are welcome, sir;” and stopping to let a guest pass by before pulling out a chair for another. Continual emphasis on these gestures of courtesy will ensure our success