郭贵荣《餐饮服务（双语）》任务1中餐点菜服务.pptxVIP

项目五 点餐服务Project 5 Dish-ordering Service 任务1 中餐点菜服务Task 1: Chinese Dish-ordering Service 情境导入客人为什么拒绝结账？ 01/03/中餐点菜的基本服务流程 Service procedures of taking order in Chinese restaurant点菜前的准备工作 Preparation before taking order02/点菜服务的方法 The method of dish-ordering service04/点菜推销的语言技巧The language skills of selling the dish 一、点菜前的准备工作 Preparation before taking order1.了解菜单上菜肴的制作方法、烹调时间、口味特点和装盘要求。Be familiar with the recipe, cooking time, flavor characteristics and the requirements of put food into plate.2.了解菜单上菜肴的单位，即一份菜的规格和分量等，通常以大盘、小盘、斤、只等来表示。Know well about the units on the menu.3.掌握客源国和地区的饮食习惯和菜肴知识，了解客人口味及饮食需求，便于做好建议。Master the dietary habits and dishes of the guest countries and regions, and be familiar with guest’s taste and dietary requirements which could give better recommendations to the guest.4.掌握不同人数的客人所需要菜肴的组成和分量。To master the composition and components of dishes required by different numbers of guests.5.掌握上菜顺序、时机和作料搭配。Master the order sequence, timing and seasonings. 二、中餐点菜的基本服务流程 Service procedures of taking order in Chinese restaurant递送菜单 Delivery menu通常由迎宾员（host/hostess）deliver the menu to the guest。若没有，递菜单时将菜单第一页打开递送到客人面前问候客人-------接受点菜 Greeting, than take orderGreeting （请学生示范标准问候语）点菜时站在客人左侧，身体略向前倾，认真倾听客人的叙述介绍、推荐菜肴 Recommendation熟悉菜单，做到了如指掌 Familiar with menu观察客人的行为、衣着、品味等 Observe the guest’s behavior/dressing/personal taste 记录内容，复述确认 Record and repeat the order information( including drinks and other special order.Then, take the menu back and say:“hold on, please.” 在接受客人点菜时，服务员要掌握方法并具备灵活处理问题的能力。When taking orders for the guests, the waiter should master the method and could handle problems flexibly. 现代饭店管理之父埃尔斯沃思?密尔顿?斯塔特勒是指按冷菜、热菜、酒水、主食的程序进行。This method refers to the order process of cold dishes, hot dishes, drinks and staple food.是指向客人推荐店内的招牌菜、特色菜、时令菜、创新菜等。The method is to recommend the restaurants signature dishes, specialties, seasonal dishes, innovative dishes, etc.按顾客的消费动机来推销。This method refers to selling dishes according to customers consumption mo