国际凯悦餐饮模块怎样处理带有木塞味的酒.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 handle a Wine that is rejected or corked” 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 “处理被拒绝或塞住的酒”。 Any Questions? 有问题吗？ Corked Wine带有木塞气味的酒 May be caused by 可能是由以下情况引起的 A diseased Cork ruining the Flavour of the Wine 酒味被酒塞侵蚀 A slightly shrivelled Cork that has allowed Air to ruin the Wine 瓶塞已经干枯，空气侵蚀了酒 Corked Wine带有木塞气味的酒 Result 结果 The Wine may appear discolored and will smell and taste very flat, almost like cardboard 酒水可能已经褪色，闻起来和尝起 来都很平，几乎像是硬纸板一样 Sometimes a Wine is only slightly corked. Many Guests may drink the Wine not noticing anything particularly wrong. However, a Wine Connoisseur will immediately detect the fault 有时酒只是被轻轻地塞住，许多客人可能在喝酒的时候不会特别注意到差错。无论如何，品酒行家会马上发现问题 2. Rejected Wine拒绝的酒 What are the samples of why a Wine is rejected? 酒被拒绝的事例是什么？ The Wine is corked 酒被瓶塞味道侵蚀 The Taste of the Wine is not to the Guests Liking even though there is nothing wrong with the Wine 客人不喜欢所尝的酒，即使酒本身并没任何问题 3. Handle the Complaint处理投诉 When will the Guest complain about the Wine? 客人什么时候会提出酒的投诉? By Bottle – once the Host has been offered to taste the Wine 瓶装-一旦主人已经品尝过酒 By Glass – once the Guest has signalled us to the Table and tasted the Wine 杯装-一旦客人客人示意我们前去餐桌并品尝酒 4. Listen to the Guest倾听客人 How do we listen to the Guest? 怎样倾听客人？ Maintain good Eye Contact 保持良好的眼神接触 Nod head for understanding 点头表示理解 Show concern 表示关注 4. Listen to the Guest倾听客人 What do we need to ensure? 我们需要确保什么？ Wait for the Guest finish talking before we respond 在我们反应之前等待客人讲完话 Never challenge the Guest on their opinion about Wine 决不要质疑客人关于酒的意见 5. Apologize to t