凯悦酒店-餐饮服务规程-餐饮部-送餐服务（中英文）.pdfVIP

DepartmentalServiceSequence

部门Department：餐饮部-送餐服务

FoodBeverage-RoomService

1.点单员接电话时需用标准的语言问候客人

Ordertakerpickupphonegreetguestwithpropersalutations

三声铃响内接电话

Answerwithin3rings

称呼客人的名字（看电话屏幕显示）

Addressguestname(alwayslookatdisplay)

用凯悦标准的问候语（问候，告之部门，告之姓名）

UseHyattgreetingsstandards(Greetings,announceoutlet,identifyselfandofferassistance)

声音和音屏适中且面带微笑

Useappropriatevoice/toneandwithsmile

2.点单员为客人点单

Ordertakertakeguestorder

用销售技巧

Withusingupsellingtechniques

重复客人的点单

Repeatguestorder

告之客人递送的时间

Informguestthedelivertime

感谢客人的来电与客人道别

Thanksguestcallingandbidfarewell

在客人放下听筒后挂断电话

Closethelineafterguestreplacethehandset

3.点单员将客人的点单项目录入系统和打印帐单

Ordertakerplacetheorderintosystemandprintoutguestcheck

正确的名称

Correctorder

附有点单时间

Withtimeontheorder

正确的客人名字和房间号码

Correctguestnameandroomnumber

4.点单员立即交出客人点单项目和帐单给领班

Ordertakerhandoverguestorderandbilltoteamleaderimmediately

5.领班即时指派服务员按照凯悦标准摆设托盘/餐车

Teamleaderassignawaitersetatray/trolleyorderaccordingtoHyattbrandstandardontime

6.服务员从酒吧取饮料放在托盘/餐车上

Waiterpickupbeverageorderfrombarcounterandplaceonthetray/trolley

7.服务员从厨房取食物放在托盘/餐车上

Waiterpickupfoodorderfromkitchenandplaceonthetray/trolley

8.领班在送至客房前检查客人的点单项目

Teamleaderchecktheguestorderbeforeservingaguestroom

正确的时间，帐单，加盖的食物和饮料

Correcttiming,bill,foodwithcoverandbeverage

干净的餐具

Propercleantableware

鲜花

Freshflower