RoomSrv客房送餐服务.ppt

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1、RoomService&DealingwithcustomercomplaintsTOPIC7.1RoomServiceRoomserviceappliesonlywherethecustomerhasdecidedtoeatintheaccommodationroomofamotel,hotel,servicedapartmentorresort.ClocheContinentalBreakfastEnglishBreakfastDoorKnobMenuHangontheoutsideoftheguest’sbedr

2、oomRolePlay:DoorknobmenuserviceStaff:Goodmorning.Reception.MayIhelpyou?Guest:Goodmorning.It’sMr.WhiteinRoom489.CanIhavebreakfastinmyroomtomorrowmorning?HotBoxHotBoxLateNightMenuNonVerbalCuesReadingyourcustomers微表情系列lookdownonlookdownonlookdownon微表情系列ShockedUneas

3、yConfidentHungupAfraidDisdainGestureRoomServiceRoomserviceisalsoknownasin-roomdining.Itisaserviceprovidedbyhotelgenerallyhotelsof4-5starstandardsasaconvenienceandchoiceofdiningoptionfortheirguests.RoomServiceRoomserviceisalsoknownasin-roomdining.Itisaserviceprovi

4、dedbyhotelgenerallyhotelsof4-5starstandardsasaconvenienceandchoiceofdiningoptionfortheirguests.BreakfastMenuAlldaydiningmenuSupermenuSnackmenuMinibarmenuRoomServicemenuinclude:1、DailyfoodserviceBreakfastLunch（Super）RoomServicemenuinclude:1、DailyfoodserviceSnackMi

5、niBarGivetheVIPflowerbasket、fruitbasket、cardsVIP”spresentGivethepresenttothecustomersonholiday2、Specialservice二、roomserviceDoorKnobMenuMenuonbedsidecupboardforroomserviceFineDiningOrdertakingbyphonePhonecallRoomNoNameConfirmWithin3ringsIntroduceyourselfclearlyMay

6、Ihelpyou?WritedowntheorderMayIhaveyourroomnumber?Forhowmanyperson?Yourroomnumberis…Yourorderis…Anythingelse?ThanksYourorderwillbe…minutes,It`sallright?ThankyouforyourorderLettheguesthangupfirst.接到订单receivetheorder根据菜肴品种及数量准备餐具setupthetrolley到收银台取帐单，了解能否签单，现金买单准备好

7、零钱preparethechange到厨房出菜，需加盖，并核对stampandre-check使用员工电梯送餐到房usestaff’slifttodeliver到达客房门口再次核对房号checktheroomnumber敲门三声或一声门铃,您好，房内送餐knockatthedoor3timesandannounce“Roomservice”客人开门后进行问候并询问能否进入“早上好，这是您点的餐，我可以进去吗？”Goodmorning,hereisyourorder.MayIcomein?客人同意后进入房间，致谢并询问在哪

8、里用餐谢谢！请问您在哪里用餐？Askwheretoposition.Thankyou!Wherewouldyouliketoputthetray?帮客人将餐具摆好，菜肴摆好并向客人介绍菜品，方便客人核对pullupthesidesofthetrolleyandre-arrangethesetup询问客人是否现在用餐，