凯悦酒店-餐饮服务规程-餐饮部-西餐厅-零点早餐（中英文）.pdfVIP

DepartmentalServiceSequence

部门：西餐厅—零点早餐

Department:WesternRestaurant–Breakfast-Alacart

1.领位员应热诚的向客人打招呼

Hostessgreetandwelcomeguestwarmly

面带微笑并保持眼神交流和正确专业的姿势

Eyecontactwithsmileandprofessionalposture

无论何时尽可能的称呼客人的名字

Useguestnamewheneverpossible

2.领位员要检查客人的信息

Hostesscheckonguestreservationstatues

确认客人的姓名

Verifynameofguest

根据客人的要求安排桌位无论有无预定

Arrangetableaccordingtoguestrequestifguesthavenoreservation

3.领位员将提供及协助保管客人物品（包括外套，行李包）

Hostessofferassistancewithguest’sbelongings.(Includescoats,baggage)

确认寄物牌号

Verifylockercardnumber

介绍并将寄物卡交给客人时注意运用眼神交流并且面带微笑

Introduceandhandlockercardtoguestwitheyecontactandsmile

4.领位员指引客人到餐桌

HostessleadtheguesttotableUsinganopenpalmgesture

展开掌心的手势

Usinganopenpalmgesture

不要走的太快保持在向前1米的距离

Don’twalktoofastandnomorethan1meterahead

确保客人在你的指引下

Ensureguestsarefollowing

向客人指出所有的楼梯或光滑表面

Indicateanystepsorslipperysurfacestotheguest

5.领位员带客人入座

Hostessseattheguest

从桌前为客人拉出椅子入座

Pullthechairoutfromthetableforguesttobeseated

当客人坐下时要小心的将椅子推进

Pushthechairincarefullyoncetheguestisseated

女士优先并尊重年老的客人

Ladiesfirstandrespectelderlyguest

6.领位员要询问客人是要零点还是要自助餐

Hostessinquireifguestpreferbuffetora-la-cart

7.领位员要向客人展示菜单/饮料单

Hostesspresentmenu/beveragelistifguestwanta-la-cart

尽可能的从客人的右手边服务客人

Approachguestfromtherighthandsidewherepossible

眼神交流并且面带微笑

Useeyecontactandsmile

展示时要帮客人打开菜单

Presentopenmenuto