《TvokYg8F.docx》由会员分享，可在线阅读，更多相关《TvokYg8F.docx（13页珍藏版）》请在三一办公上搜索。
1、TheRitz-CarltonDohaCHURCHILLSEQUENCEOFSERVICELSERVICEOFCoCKTAILManager/Hostwill:- greettheguestatthepodium- escorttheguesttothetable- theguestarealreadyseatedatthetable- introducetoWaithelpandinformthespecificWaithelpwillinchargeoftheserviceprocessHost/Waithelpwill:- approachthetableandgreettheguest
2、- assisttheguesttobeseatedandintroducethemselvestotheguest- approachthetablewiththedrink/snackmenuinhand- advertiseandmerchandisethedrink/snackmenu-up-sellourproduct- allowtimeforgueststomakethechoice- takethebeverageorderfirst-Ladyfirst,Hostlast- usescratchpadtotakethebeverageorderandthanktheguestf
3、orthebeverageorder- takethedrink/snackmenubacktothestation- postthebeverageorderontotheMicrosincaseoftheMicrosisoutoforderthenusetheuCaptainOrder”- pickupandassemblethebeverageorderfromthebar- controlthequalityofthebeverageorder- servethebeverageordertotheguestefficiently- wishguestenjoyhisdrinkchec
4、kthestatusofthedrinkandaskhimifhewishestoorderanotherdrink2 .SERVlCEOFTHESNACKIfguestChoOSetheSnaCkmenuManager/Hostwill:- greettheguestatpodium- escorttheguesttothetable- sittheguestatthetable- introducetheguesttoWaithelpandinformthespecificWaithelpwillinchargeoftheserviceprocess- unfoldandpresentth
5、enapkintotheguestHost/Waithelpwill:- approachthetableandgreettheguest- servethehotfaceorhandtowel- collectthehotfaceorhandtowelback- approachthetablewiththedrink/snackmenuinhand- advertiseandmerchandisethesnackmenu-upsellingourproduct- allowtimeforgueststomakethechoice- takethesnackorder-Ladyfirst,H
6、ostlast- usescratchpadtotakethesnackorderandthanktheguestforthesnackorder- takethedrink/snackmenubacktothestation- postthefoodorderontotheMicrosincaseoftheMicrosisoutoforderthenuseuCaptainOrdeC- pickupthefoodorderfromthekitchenontheservicetray- controlthequalityoffooditem- handletheflatwareduringthe
7、service- handlechina,placingaplateonaguesttable- placeplatesoffoodinfrontoftheguest(logofacingtotheguest)- checktheemptyglassesandoffertheseconddrink(ifneeded)- removetheemptyglasses- returntothetableduringtheserviceofthemeal- guestleavingthetablemomentarily- foldingthenapkinfortheguestandplacethena
8、pkinonthetable- cleartableswhentheguestsarestillseated- removetheplatewhentheguestfinishhismealinquiretheguestifhewishestohavesomemorecoffeeorteaorotherdrinksordessert3 SERVICEOFLUNCHBUFFETManagerZHostwill:- greettheguestatthepodium- escorttheguesttothetable- sittheguestatthetable- introducetheguest
9、toWaithelpandinformthespecificWaithelpwillinchargeoftheserviceprocess- unfoldandpresentthenapkintotheguestHostZWaithelpwill:- approachthetableandgreettheguest- servethehotfaceorhandtowel- collectthehotfaceorhandtowelback- approachthetablewiththedrink/snackmenuinhand- asktheguestifhewishestohaveafres
10、hsqueezedjuiceorasoftdrinkoramineralwaterbeforehewishestoplacehisfoodorder- createthepleasantconversationwiththeguestwhiletakingthefoodandbeverageorders.- advertiseandmerchandisethettLunchBuffef,一upsellthedailyspeciality.- invitetheguesttothedisplaycounter(ifapplicable)- allowtimeforgueststomakethec
11、hoice- takethefoodorder-Ladyfirst,Hostlast- usescratchpadtotakethefoodorderandthanktheguestforthefoodorder- retrievethedrink/snackmenubacktothestation- postthefoodorderontotheMicrosincaseoftheMicrosisoutoforderthenuseuCaptainOrdeC- invitetheguesttovisitourdisplaycounter- assisttheguesttocarrytheplat
12、etohistable- controlthequalityoffooditematthebuffetcounter- handletheflatwareduringtheservice- placeplatesoffoodinfrontoftheguest(logofacingtotheguest)- wishtheguestenjoyhismeal- checktheemptyglassesandofferfortheseconddrink(ifneeded)- removetheemptyglasses- returntothetableduringtheserviceofthemeal
13、- guestleavingthetablemomentarily- cleartableswhentheguestsarestillseatedAFTERCLEARlNGTHEDlSHESWaithelpwill:- crumbthetable(ifneeded)- presentthedrink/snackmenutotheguest- assistguestinselectionofdessert- takethedessert/coffeeorteaorder- takethedrink/snackmenubacktothestation- postthedessert/coffeeo
14、rteaorderontotheMicros- addandplacecutleryonthetablefordessertservice(ifapplicable)- pickupthedessertorderfromthekitchenontheservicetray- servethedessertorder- servethecoffeeorteaorderAfterawhileandaftercleaningthedessertdishWaithelpwill:- askguestifherequiredadditionalservice- askguestforhiscomment
15、s- servethehotfaceorhandtowel- collectthehotfaceorhandtowelBILLPRESENTArnONIfPOSitiVe(yes)Waithelpwill:- gototheMicrosandprintoutthebillfortheguest- checkifthebilliscorrect(tablenumber,cover,foodandbeverageitems)- placethebill(face-down)inthebillfolder- presentthebilltotheguestwithapen,andplaceitont
16、herighthandsideoftheguest(orwhereverpossible)- Thebillfolderwillbepresentedclosed”totheguestWaitb、thetableforIftheguestisourroomguestWaithelPwill:1. Checksignature2. CheckNameinprint3. CheckRoomnumber4. GototheMicrostopostandre-checkifalltheseinformationarecorrectly,thensettlethebillWaitb、thetablefo
17、rIftheguestisnotourhotelroomguestVVaithelpwillsettlethebillinthefollowingmethodsofpayment:CashChecktheamountofcashiscorrectThanktheguestforpaymentwithsmilesStepbehindtheguestandcounttheamountiscorrectApproachtotheMicrosandclosethebillCreditCard- Thanktheguestforpaymentwithsmiles,andcollectthecreditc
18、ard- Announcethecreditcardi.e.ThankyouyourAmericanExpressCard,Sir/Madame- Approachthecounterandchecktheexpiredateisvalid- Slidethecreditcardthroughthemachine- Waitforthevoucher- Checktheamountofpayment/dateiscorrect- Presenttotheguestinthebillfolderwithapen- Presentthefoldertotheguest“close”- Stepbe
19、hindtheguestandwaitinghissignature- Checkthesignatureismatchingthecard,ssignature- Collectthemerchandisecopyinacourteousanddiscreetmanner- Thankyoutheguestforpaymentwithsmiles.AskguestifheneedthecompanyLD.Numberforthegovernmentinvoice(IfuneededM)IFNEEDED:- AsktheguestforthecompanyI.D.Number- Approac
20、htothecounterandsettlethebill- Returnandgivetheguestthecreditcard(copy)onewiththegovernmentinvoice(original)twopages- thanktheguestforthepaymentwithsmiles.- assistguestinleavingtable- checkforanypersonalitemleftbehind- WaithelporHostsbidfarewelltodepartingguests- ManagerorAssistantbidfarewelltodepar
21、tingguestatthepodiumandthankthemfortheirpatronage- WishtheguesthaveanicedayandhopetoseetheguestagainsoonATTENTloNALL:EVerystafffollowstheweye-contact“withsmileswhilebidingfarewellthedepartingguests- Waithelpproceedtocleantablesandresetthetables4. SERVlCEOFFOODFROMTHEDlSPLAYCOUNTERManager/Hostwill:-
22、greetatthepodiumbyHostZManager- escorttheguesttothetable- sittheguestatthetable- introducetoWaithelpandinformthespecificWaithelpwillinchargeoftheserviceprocess- unfoldandpresentthenapkinsfortheguestHostZWaithelpwill:- approachthetableandgreettheguest- servethehotfaceorhandtowel- collectthehotfaceorh
23、andtowelback- approachthetablewiththesnackmenuinhandorsuggestfoodonthedisplaycounter- advertiseandmerchandisethesnackmenuorescorttheguesttothedisplaycounter(ifapplicable)- allowtimeforgueststomakethechoice- takethefoodorder-Ladyfirst,Hostlast- usescratchpadtotakethefoodorderandthanktheguestforthebev
24、erageorder- takethesnackmenubacktothestation- postthefoodorderontotheMicrosincaseoftheMicrosisoutoforderthenusettCaptainOrder”- servethefoodordertotheguestefficiently(assisttheguesttocarrytheplatetohistable)IFGUESTTAKEFooDFROMTHEDISPLAYCOUNTERWaithelpwill:- invitetheguesttohelphimselftothebuffetIfgu
25、estChoOSeSlIaCkmenuWaithelpwill:- postthefoodorderontotheMicrosincaseoftheMicrosisoutoforderthenuseuCaptainOrder”- pickupthefoodfromthedisplaycounterontheservicetray- controlthequalityoffooditem- handletheflatwareduringtheservice- handlechina,placingaplateonaguesttable- placeplatesoffoodinfrontofthe
26、guest- checktheemptyglassesandofferfortheseconddrink(ifneeded)- removetheemptyglasses- returntothetableduringtheserviceofthemeal- guestleavingthetablemomentarily- cleartableswhentheguestsarestillseatedAFTERCLEARINGTHEDISHESWaithelpwill:- crumbthetable(ifneeded)- presentthedessertmenutotheguest- assi
27、stguestinselectionofdessert- takethedessert/coffeeorteaorder- takethedessertmenubacktothestation- postthedessert/coffeeorteaorderontheMicros- placecutleryonthetablefordessertservice(ifapplicable)- pickupdessertfromkitchenontheservicetray- servethedessertorder- servethecoffeeorteaorderAfterawhileanda
28、ftercleaningthedessertdishWaithelpwill:- askguestifherequiredadditionalservice- askguestforhiscommentsBlLLPRESENTATIoNIfPoSitiVe(yes)Waithelpwill:- gototheMicrosandprintoutthebillfortheguest- checkifthebilliscorrect(tablenumber,cover,foodandbeverageitems)- placethebill(face-down)inthebillfolder- pre
29、sentthebilltotheguestwithapen,andplaceitontherighthandsideoftheguest(orwhereverpossible)- Thebillfolderwillbepresented“closed”totheguestWaitbvthetableforIftheguestisourhotelroomguestWaithelDwill:5. Checksignature6. CheckNameinprint7. CheckRoomnumber8. GototheMicrostopostandre-checkifalltheseinformat
30、ionarecorrectly,andsettlethebillWaitb、thetableforIftheguestisnotourhotelroomguestWaithell)VViHSettlethebillinthefollowingmethodsOfpayment:CaShChecktheamountofcashiscorrectThanktheguestforpaymentwithsmilesStepbehindtheguestandcounttheamountiscorrectApproachtotheMicrosandclosethebillCrediCard- Thankth
31、eguestforpaymentwithsmiles,andcollectthecreditcard- Announcethecreditcardi.e.ThankyouyourAmericanExpressCard,Sir/Madame- Approachthecounterandchecktheexpiredateisvalid- Slidethecreditcardthroughthemachine- Waitforthevoucher- Checktheamountofpayment/dateiscorrect- Presenttotheguestinthebillfolderwith
32、apen- Presentthefoldertotheguest“close”- Stepbehindtheguestandwaitinghissignature- Checkthesignatureismatchingthecard,ssignature- Collectthemerchandisecopyinacourteousanddiscreetmanner- Thankyoutheguestforpaymentwithsmiles.AskguestifheneedthecompanyLD.Numberforthegovernmentinvoice(IfuneededM)IFNEEDE
33、D:- AsktheguestforthecompanyI.D.Number- Approachtothecounterandsettlethebill- Returnandgivetheguestthecreditcard(copy)onewiththegovernmentinvoice(original)twopages- thanktheguestforthepaymentwithsmiles.- assistguestinleavingtable- checkforanypersonalitemleftbehind- WaithelporHostsbidfarewelltodepart
34、ingguests- ManagerorAssistantbidfarewelltodepartingguestatthepodiumandthankthemfortheirpatronage- WishtheguesthaveanicedayandhopetoseetheguestagainsoonATTENTIONALL:Everystafffollowstheueye-contact“withsmileswhilebidingfarewellthedepartingguests- WaithelpproceedtocleantablesandresetthetablesCHURCHILL
35、SEQUENCEOFSERVICE“CIGARSERVICE”Waithelpwill:- introduceChurchillCigarShowroom- escorttheguesttotheCigarShowroom(iftheguestprefertovisitthecigarshop)IFTHEGUESTTHINKITISUNNECESSARYWaithelpwill:- escorttheguesttothetable- presentthecigarlist- suggestselectionofcigartotheguest- suggestselectionofafter-m
36、ealdrinktoaccompanythecigar- advertiseandmerchandisethecigarbrand/liquor- takethecigar/liquororder- approachtheCigarShowroomtogetthecigar- preparenecessaryaccessoriesontheservicetrayi.e.cutters,cigarlighter,cigarmatches,cigarashtray-preparemagazineandnewspaper(ifneeded)i.e.CigarAficionado,Smoke,Wine
37、Spectator,Dailynewspaper.etc.- presentthecigarinfrontoftheguest- announcethecigarbrand/sizematchingtheguest,sorder- cutthecigarcapfortheguest(ifneeded)- lightthecigar,sfootfortheguest(ifneeded)- presenttotheguestandwishguesttoenjoythecigartimeSEQUENCEOFSERVICE“ClubService”LSERVlNGACHlVASREGALSCoTCHA
38、NDSoDA- aftertakingtheorderfromtheguestTheWaithelPWiIl- usethescratchpadtotakethebeverageorder- punchontothe“Micros“incasetheMicrosisoutoforderthenwritethettCaptainOrdef,pad- placetheorderatthebarTheBartenderWill- poura“measure“ofChivasRegalScotchinasmallcrystalglassdecanter- pourina“large“crystalgl
39、assdecanter,carbonatedsodawater- providetheWaithelpwithahighballglasswithicecubesinsideWaithelPWiIIPlaCeOntheSerViCetray- 1highballglasswiththeicecubesinside- 1largedecantercontainingthesodawater- 1smalldecanterwithScotch- 2coasters- 1clothcocktailnapkin- 1stirrerWaithelPWill- approachtheguesttable-
40、 placeacoasterinfrontoftheguest(logofacingtheguest)- placethehighballglassonthecoaster- pickupthesmalldecanterofChivasRegal- announcethedrinki.e.YourChivasRegalScotch,Sir”- proceedtopourtheChivasRegalinthehighballglassandinquireiftheguestwishestohavetheentiremeasureofScotchpouredintotheglass- if“pos
41、itive”WaitheIPWiIl- pourtheentirecontentofscotchintotheglassandplacetheemptydecanterontheservicetray- ifonlyaportionofthemeasureispouredWaithelpWiIl- pourtthalf,ofthemeasureofscotch- placeacoasteronthetableontheupperrightsideoftheglass- placethesmalldecanteronthetable- starttopourthesodawaterinthehi
42、ghballglass- asktheguestwhichquantityofsodatobepoured- placeacoasternexttothedecanterofscotch(logofacingtheguest)- placethedecanterofsodawaterontopofthecoaster- placeaclothcocktailnapkinontherightsideofthehighballglass(logofacingtheguest- pickupthestirrer,lightlyandgentlystirintheclockwisedirectionf
43、ortheguest- placethestirrerflatinthemiddleofthetopofthecocktailnapkinWaithelPWiIlthenSay1 .e.-ttEnjoyyourChivasRegalandsoda,Sir”or- Enjoyyourdrink,Sir”WaithelPWiIlalsoKeep“eyecontacf,andwhenthetimehascome,willapproachtheguest,stableandassisttheguest- inpouringtheremainingofthescotch- inpouringadditionalsodawater(ifapplicable)- inplacingadditionalicecubesintheglass(ifapplicable)ATTENTloNALL:Removetheemptydecantersimmediatelywithsmileswhiletheguestfinishinghisdrink.Meantime,inquireandupselltheguestifhewishestohaveanotherdrinkinadiscreetandprofessionalmanner.
