国际酒店送餐服务SOP.docVIP

ROOM SERVICE / IN ROOM DINING 送餐服务/在房间里用餐 (‘ROOM SERVICE THAT REALLY DELIVERS’ is a branded marketing programme introduced by BHR-ANZSP, embracing the BHR-AP Room Service Standards. See FB 2.18/19). 送餐服务是真正的递送服务，是销售的一项程序，在BHR-ANZSP里有介绍，还有送餐服务的标准（. 见 FB 2.18/19）. SERVICE TIMES 服务时间 FB 5.01 HI: Room service must be available for a minimum of three hours for breakfast and dinner and a minimum of three hours for lunch, if the restaurant is open for the lunch period. The menu must contain a selection of food items suitable for all restaurant meal periods, including children’s items. ANZSP – Also see Best-4-Breakfast: MS 8. 送餐部至少要有3个小时的早餐时间和正餐时间，最少要有3个小时的午餐时间，如果餐厅在午餐时间开的，那么菜的种类必须是所有餐厅中可供选择性的（包括儿童的）ANZSP-见Also see Best-4-Breakfast: MS 8. CP: Room service must be available at a minimum from 6:00am until 12 midnight. The menu must contain a selection of hot and cold items suitable for the morning, midday and evening meal periods, including children’s items. A limited menu may be offered for in-room dining after the restaurant closes. 送餐部的营业时间至少要从早上6：00到凌晨12：00， 早上的菜必须要包括热菜和冷菜的选择，中午和晚上要包括儿童餐，在餐厅停止营业时可以适当的提供在房间用。 I-C: Room service must operate 24-hours per day. The menu must contain hot and cold breakfast, lunch, dinner and supper items 送餐部必须每天24小时营业，菜必须要包括热菜和冷菜种类，还有午餐和正餐及夜宵。 ORDER-TAKING FB 5.11 All Hotel and Resort guestrooms will have a breakfast doorknob menu/order form that clearly states the collection time. The menu may include complete/set breakfasts (e.g.: Continental, Tropical) and a la cart selections that must also include local specialties. FB 5.12 Guests must be offered the choice of submitting the breakfast order form signed or unsigned Some guests may perceive that placing a signed order in the public corridor is an infringement on their privacy or security. (See Check Procedure). FB 5.13 Telephone will be answered before fourth ring with a clear and friendly script, using the guest’s name. Any calls put on hold will be done so for a maximum of thir