Room Serice 客房送餐服务.ppt

Room Service  Dealing with customer complaints TOPIC 7.1 Room Service Cloche Continental Breakfast English Breakfast Door Knob Menu Role Play: Doorknob menu serviceStaff: Good morning. Reception. May I help you?Guest: Good morning. It’s Mr. White in Room 489. Can I have breakfast in my room tomorrow morning? Hot Box Hot Box Late Night Menu Non Verbal Cues Reading your customers 微表情系列 微表情系列 Room ServiceRoom service is also known as in-room dining. It is a service provided by hotel generally hotels of 4-5 star standards as a convenience and choice of dining option for their guests. Room ServiceRoom service is also known as in-room dining. It is a service provided by hotel generally hotels of 4-5 star standards as a convenience and choice of dining option for their guests. Fine Dining * Room service applies only where the customer has decided to eat in the accommodation room of a motel, hotel, serviced apartment or resort. Hang on the outside of the guest’s bedroom look down on look down on look down on Shocked Uneasy Confident Hung up Afraid Disdain Gesture Breakfast Menu All day dining menu Super menu Snack menu Mini bar menu Room Service menu include: 1、Daily food service Breakfast Lunch（ Super） Room Service menu include: 1、Daily food service Snack Mini Bar Give the VIP flower basket、fruit basket、cards VIP”s present Give the present to the customers on holiday 2、Special service 二、room service Door Knob Menu Menu on bedside cupboard for room service Order taking by phone Phone call Room No Name Confirm Within 3 rings Introduce yourself clearly May I help you? Write down the order May I have your room number? For how many person? Your room number is …Your order is …Anything else? Thanks Your order will be … minutes ,It `s all right? Thank you for your order Let the guest hang up first. 接到订单receive the order 根据菜肴品种及数量准备餐具set up the trolley 到收银台取帐单，了解能否签单，现金买单准备好零钱prepare the change 到厨房出菜，需加盖，并核对stamp and re-check 使用员工电梯送餐到房 use staf