餐饮部中餐厅标准作业流程.docxVIP

— PAGE \* Arabic 1 — 餐饮部中餐厅标准作业流程 STANDARD OPERATION PROCEDURES  标准工作程序CHINESE RESTAURANT  中餐服务   中餐厅标准接待程序  1.How To Greet, Lead And Seat Guest  问候，引领客人入座  2.How To Unfold And Place A Napkin  如何铺口布  3.How To Present Menu and drink list  递菜单和酒水单  4.Chinese Tea Service  服务中国茶  5.Preparing to serve drinks from a tray  准备用托盘给客人服务酒水  6.How To Take Food Orders  怎样点菜  7.Menu Knowledge  菜单知识  8.Serve food  食品服务  9.How To check guest satisfaction  怎样检查客人意见  10.How To changing bone plate  怎样换骨碟  11.How to change ashtray  怎样换烟缸  12.Up sell Dessert  推销甜品  13.How To Present Bills  怎样给客人递帐单  14.How To Process Payment Charges - Cash / Credit / Room Guest And Present Change 如何为客人用现金/信用卡/挂房帐方式结算？  15.How To Thank Guest And Bid Guest Farewell  感谢并欢送客人  16.Table Clearing and Re-setting When all Guests of the Party are Gone  17.Lunch Service  午餐服务  18.Service A-La Carte Dining  大厅服务  19.Family Style Service  家庭式服务  20.PDR Service  厅房服务  21.Face towel  香巾  22.Serving Whole Fish  服务鱼  23.How To Serve Hua Tiao Wine”  怎样服务花雕酒  24.How To Serve Mao Tai  怎样服务茅台  25.Serving Food on table where there is insufficient space 餐桌上没有足够的空间服务  26.Scarves Service  披肩服务  27.How to handle Lazy Susan  转盘的操作  28.Checking On Service  检查服务  29.Handling Guest Enquiry  如何处理客人询问  http://./doc/2deba09e26fff705cd170a1d.html munication During Service  服务期间的沟通  31.Relaying Guest Complaints to Service Leader  将客人的投诉汇报给领班  32.When the Restaurant is Full  当餐厅客满时  接听电话预定  34.How To Answer Calls  如何接听电话  35.How To Place Calls On Hold  处理来电等候  36.How To Transfer Calls  转接电话  37.Taking a Reservation / Special Request and Entering it in the reservation book 接预定/特别要求  38.Reconfirming Reservation  确认预定  39.Cancellation