凯悦酒店-餐饮服务规程-餐饮部-物品递送（中英文）.pdfVIP

DepartmentalServiceSequence

部门：餐饮部-客房送餐-物品递送

Department:FoodBeverage-RoomService–AmenityDelivery

1.领班需要检查所有的到达客人的名单

Teamleaderreviewthefullarrivallist

核对客人的房态和到达时间，预留房和物品递送的详细安排

Verifystatusofguestarrivaltime,pre-assignedroomsandamenityarrangementdetail

2.领班详细参照当班经理的审核单预先准备物品递送单

Teamleaderprioritiseamenitylistaccordingtodetailsverifiedwithdutymanager

3.领班填写相应的物品管理单

Teamleaderfilluptheamenitycontrolsheetaccordingly

包括指派服务员每天递送物品的职责

Includeassignwaiterresponsiblefordeliveryofamenitiesfortheday

4.服务员准备物品

Waiterprepareamenities

按照食品安全规定和凯悦标准

AccordingtofoodsafetystandardandHyattbrandstandard

5.服务员从点单员办公室领取房间钥匙

Waiterpickupappropriateroomkeyfromordertakeroom

根据物品递送单的填写

Accordingtoamenitiescontrolsheet

在钥匙交接本上填写详细

Recordeddetailsinkeycontrollogbook

6.服务员递送物品至客房

Waiterdelivertheamenitytoguestroom

按照物品递送单的填写

Accordingtoamenitiescontrolsheet

递送至相应的楼层和客房

Proceedtoappropriatefloorsandrooms

核实房态

Verifyroomstatus

7.如果不能把物品送进客房服务员需在递送但上注明

Ifunabletodeliveramenitywaitershouldbereflectedonthecontrolsheet

如：客人在门上挂“请勿打扰”的牌子等等

LikeguestputDDsignonthedooretc

8.服务员按门铃通传加以礼貌的问候

Waiteractivedoorbellwithannouncearrivalwithpropersalutations

语速适中而且口齿清楚

Speakslowlyandclearly

在按第二次门鈴前等候10秒钟

Wait10secondsforresponsebeforetheprevious2steps

9.在第三次尝试仍然没有回答服务员可用房卡打开房门

Waiteropenthedoorbymasterkeyafterthirdattemptandthereisstillnoresponse