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1、HOWTO’SGENERICBREAKDOWNHowTo服务方法Outlet:*****All部门：*****所有Task#1:Greetguests第一章：迎宾CoreStandard:核心标准Thehostesswillactivelygreetguests,smile,establisheyecontactandspeakclearlyinafriendlymanner迎宾员须愉快的向客人致意，面带微笑，口齿清晰，举止友好大方Guestswillbegreetedwithin30secondsofarrivingattherestaur
2、ant,andmaybeaskedtheirnamepreferablyduringseatingunlessareservationsisindicated确保客人到店后30秒内提供服务。领位期间询问客人姓名及是否已订台Date:2010-11-26Approvedby:F&B修订：餐饮总监Greetingbyhost迎宾员迎宾Initialgreeting,awarmwelcomewillleavealastingimpressiontoourguests.Neverwalkbyaguestwithoutacknowledgingthem
3、.迎宾首先来说，要为我们的客人留下热情温暖的服务印象。要带着尊敬的态度与客人同行。Standstraightanduprightposition站姿挺拔，笔直Neverleanagainstfurniture站立时不倚靠其他物体EstablishEyecontactandsmile时刻保持微笑与眼神的交流Greettheguestinawarm,friendlyandwelcomingmanner要以友好热情的态度欢迎我们的客人“GoodafternoonSir/Madam,WelcometoYun.JoiningusforLunchtoda
4、y?….MayIknowifyouhaveareservationwithus?“下午好先生小姐，欢迎光临韵和轩。是不是需要享用午餐呢？请问您有没预定？”Ifguest’snameisknown,useit!在知道的情况下尽量尊称客人的姓氏Leadtheguesttotable(seeHowtoescortguest)带领客人到达他们的座位（见如何领位）Task#1content:第一章内容Greetingbywaitstaff服务员迎宾Standbesidethetable站立在桌子旁边Standstraightanduprightinbe
5、tween2guests,atnotshorterdistancethan75cmandnotfurtherthan1meter站立距离客人在适当的位置上，不短于75厘米也不长于1米。Smile,EstablishEyecontact保持微笑和注意与客人眼神交流Greettheguestinawarm,friendlyandwelcomingmanner要以友好热情的态度欢迎我们的客人“Goodmorning,afternoon..Mr.Smith–useguest’snameifknown“早上/下午好..史密斯先生”在知道的情况下尽量使用
6、客人的名Introduceyourself–MynameisJackandIwilltakecareofyoutoday介绍自己“我的名字是杰克，今天会由我来服务您”StartserviceproceduresasperHowto.按照服务章程开始服务Useguestnameinconversationatleast2x!在谈话中使用至少两次客人的名字！HowTo服务方法Outlet:*****All部门：*****所有Task#2:HowtoEscortGuest第二章：领位CoreStandard:核心标准Thestaffwillesco
7、rtguestwithatruesmile,establisheyecontactandspeakclearlyandinafriendlymanner服务员主动向客人打招呼，微笑并注视客人，吐字清晰态度友好。Whilstescortinggueststothetable,afoodorientationwillbeprovided带位时向客人介绍自助餐情况Date:2010-11-26Approvedby:F&B修订：餐饮总监EscortingGuestworksasalinkbetweenguestarrivalandconsumptio
8、n,usuallyitistheresponsibilityofthehostess,however,incaseofbusyoperation,itisalsot
