凯悦酒店服务程序-会议管家服务Service Sequence - BQ - Meeting Butler Service.docVIP

餐饮部服务规程 Food Beverage Service Sequence Updated on 2007/02/06 Page PAGE 2 of NUMPAGES 3 ?部门：餐饮部/宴会服务部/会议管家服务 Department: Food Beverage - Banquet Service – Meeting Butler S 客服专员在会议开始45分钟之前检查所有布置以及设备。 GSO check all set up and equipments 45 minutes before the meeting start 根据宴会任务单设置房间。 Set up the room according to BEO 和组织者的细节。 Organizer detail 调试所有AV设备。 Test all AV equipment 检查所有灯光。 Check all lighting 检查温度。 Check temperature 当班经理或领班会见组织者。 Shift assistant manager meet organizer 热情欢迎组织者并向其介绍自己和客服专员。 Warmly greet and introduce oneself and GSO to organizer 确认宴会流程。 Confirm the run down of event 确认保证人数或者预计人数。 Confirm the guaranteed or expected guest number 向组织者介绍地点信息和设备。 Introduce the venue and equipment to organizer 客服专员在门外待命。 GSO standby outside door 微笑并保持好的身体姿态。 Smile and body posture 服务生欢迎并引导客人。 Attendant welcome and escorting guests 真诚的微笑 Genuine smile 身体姿态 Body posture 大约1.5米 Approximately 1.5 meters 保持眼神接触 Maintain Eye contact 吐字清晰缓慢 Speak slowly and clearly 问候客人（早上好、下午好、晚上好/先生、小姐，欢迎来到宴会厅） Greeting each guest ( Good morning /afternoon/evening sir /madam welcome to Banquet) 给我们的客人留下好的第一印象是很重要的。 It is very important to create a good first impression with our guest 提供客人瓶装水。 Attendant serve bottle water to guest 自信地靠近客人。 Approach the guest with confidence 真诚微笑。 Smile as you really mean it 右手持水将杯注满至3/4位置。 Hold the bottle in your right hand and pour the water into the glass filling it to 3/4 level 服务咖啡和茶。 Attendant serve coffee and tea to guest 询问咖啡或是茶（先生/小姐，需要咖啡或茶吗？） Ask coffee/tea order (Sir or Madam; would you like some coffee or tea?) 使用托盘 Tray service 冷奶精加至奶缸的3/4处（遵循客人需要提供热牛奶） Cream is filled to 3/4 of the container with cold milk (hot milk by the guest request) 咖啡和茶必须是新鲜和热的。 Coffee and tea is fresh and hot 为客人服务咖啡或茶（加至咖啡杯3/4处） Serve coffee/tea to guest (coffee or tea is filled 3/4 of the coffee cup) 脚步稳健，保持托盘平稳。 Walk at steady pace, the tray keep well balanced 咖啡杯的把手在三点钟位置。 The coffee cup handle is in 3o’clock position 咖啡勺在四点