香格里拉餐飲sop slsz frsv大酒店操作程序

SLSZSTANDARDOPERATIONF&BJOBAllTASKephoneEQUIPMENTREQUIRED所需設(shè)備WHATTOHOWTODO Answerthephonewithinthree Voiceispleasant,professional,politeandunrushed.聲Greeting:“Nihao,RestaurantReservationOffice.ThisisXX,MayIhelpyou？”幫到你的Havenotebookandpenforrecordingguestdetails.準(zhǔn)備Askifguestisarepeatguest.詢問客人是否是?？?Haveyoubeentoourrestaurantsbefore?""Ifyourecognizetheguest：useguestnamediscreetly,butnotexcessively*Howareyou,Mr./Ms.XX,Iamhappytohearfromyou""你好嗎，XX先生/，我很高興接到您的 Ifnot,reassureyourselfandGuestname/contactnumber/roomnumber客人/RestaurantnameforbookingDateandTimeNumberofscoming用餐人Seatingpreferenceforbooking–Tablelocation,smokingornon-smoking/windowview hoOfficestaffsto以酒店標(biāo)準(zhǔn)接聽電thephonein話with預(yù)訂中心員工禮貌的用 relevantreservationinformation.記錄相showThomasZhang22SLSZSTANDARDOPERATIONF&BJOBAllTASKephoneEQUIPMENTREQUIRED所需設(shè)備WHATTOHOWTODOIftheguestrequestsformezzanineflooratCafeZen,informtheguestthereisonlystaircaseforaccess.Coulditbeconveniencefortheguest,Ifnotmakeanothersuggestion.CafeZen閣樓"Therewillbethestaircasestogoupto themezzaninefloor,isitconvenienceforyou,Mr./Ms.XXX."上閣樓要經(jīng)過樓梯，方便嗎？XX先生Checkifthereisanyspecialoccasionorrequirementsofcakeorflowerstobedeliveredtotheoutlet,ifguestisonawheelchair,checkifanyspecialarrangementisrequired,eg...ifhighchairisneeded,corkagefeesifapplicable.特殊節(jié)日或者特Forlargergroups,checkifthereisanyrequirementsforsetuppurposes.對于大型團(tuán)隊客Checkforrequirements–aprechoseninadvancedorasetarrangedforthegroup對于Proposeanypromotionorsignaturedishesoftherestaurantthatrequireadvancedorders.Avoidlengthy,overlydetaileddescriptions.向客人介紹餐廳的推ThomasZhang22SLSZSTANDARDOPERATIONF&BJOBAllTASKephoneEQUIPMENTREQUIRED所需設(shè)備WHATTOHOWTODORe-confirmguestrequirementsattimeofOutlet-children,15minuteholdon"Thereservationwillkeepfor15minuteafteryourbookingtime."15InformthebookingconfirmationnumbertoThanksguestforchoosingFutianShangri-laHo:“Thankyouforcallingandwelookforwardtoseeyou”.Whenitisunabletoconfirmareservationimmediay,Colleaguetakingthecallensuresthatguests’requestiscorrectlyandguestiscalledbackwithin12hours.當(dāng)預(yù)12小時內(nèi)回復(fù)客人預(yù)訂確定信息。ReservationofregularguestsandVIPareboughttotheattentionofseniormanagementpriortotheirarrival.當(dāng)VIP的預(yù)訂，請通知上級。ThomasZhang22SLSZSTANDARDOPERATIONF&BJOBAllTASKWrittenReservationEQUIPMENTREQUIRED所需設(shè)備WHATTOHOWTODO reservationrequestWrittenreservationsmaybereceivedinformof預(yù)定通常為 s/Faxes/電子郵件/傳真/Allwrittencorrespondencehastobehandledwiththedayofreceipt.所有預(yù)定都必須在當(dāng)*Accordingtobandstandard:AllWritten(Fax,Letter,etc...) (Size)13中文(Size)Processfordiningreservationwithguestinformontherequest. English:(Font:DefaultSerif)(Size:11)中文(Size)BookingNameRequestedRestaurantDateandTimeNumberofs用餐人Contactephoneno.Shouldanyofthebookingmissing,contactpanyforthenecessaryinformation.Whenreservationhadbeendone,contractthe panywiththereservationconfirmation.through theguestrequested.ThomasZhang22Jul,SLSZSTANDARDOPERATIONF&BJOBAllTASKRe-confirmreservationwithEQUIPMENTREQUIRED所需設(shè)備WHATTOHOWTODOCallguestandre-confirmwithatleast3hourspriortothereservation.在預(yù)定時間前3“NiHao,thisisXX.I'mcallingfromSLSZRestaruantReservationCenter,MayispeaktoMR./Ms?”.問候XXX,餐飲預(yù)訂中心，請問是XX先生/嗎Makesureallthereservation"MayIconfirmyourreservation XXRe-confirmreservationtime,outlet,numberofguestsattending.Re-confirmfoodandbeverageOutlet-children,15minuteholdonreservations."Thereservationwillkeepfor15minuteafteryourbookingtime."15Thankguest:“Thankyouverymuch;wearelookingforwardtoservingyou”.感謝客人：“優(yōu)質(zhì)服務(wù)Ifthereservationhasbeencanceled,informrelatedoutletimmediay.如果預(yù)ThomasZhang22Jul,SLSZSTANDARDOPERATIONF&BJOBAllTASKReservationTaking-Walk-inEQUIPMENTREQUIRED所需設(shè)備WHATTOHOWTODOGreetingandseating“Nihao,I’mXX.MayIhelpyou？”andinvitegueststoseat“Please,haveaseat”.Checkwithguestwhetherhe/shepreferscoffeeortea.“Wouldyoulikesomecoffeeortea?”ServecoffeeorteatotheguestAskifguestisarepeatguest.Exchangebusinesscardswiththeguestforwalkinbooking,inordertoestablishabusiness"Haveyoubeentoourrestaurantsbefore?"HaveanotebookandpenforrecordingEnsurealldetailsfromtheguestforGuestname/contactnumber客人RestaurantnameforbookingDateandTimeNumberofsforbooking用餐人Ensureguest andprovidehospitality.CompleteallEstablishreservationinformation.relationshipwithMakesureallthedetail.ThomasZhang22JulSLSZSTANDARDOPERATIONF&BJOBAllTASKReservationTaking-Walk-inEQUIPMENTREQUIRED所需設(shè)備WHATTOHOWTODOSeatingpreference–Tablelocation,smokingornon-smokingwindowview座位要求-座位IftheguestrequestsformezzanineflooratCafeZen,informtheguestthereisonlystaircaseforaccess,Coulditbeconveniencefortheguest,Ifnotmakeanothersuggestion.CafeZen閣樓的話，需告知"Therewillbethestaircasestogoupto themezzaninefloor,isitconvenienceforyou,Mr./Ms.XXX"Checkifthereisanyspecialoccasionorrequirementsofcakeorflowerstobedeliveredtotheoutlet,ifguestisonawheelchair,checkifanyspecialarrangementisrequired,eg...ifhighchairisneededcorkagefeesifapplicable.等Forlargergroupscheckifthereisanyspecialrequirementsforsetuppurposes.對于大型團(tuán)Checkforrequirements–aprechoseninadvancedorasetarrangedforthegroup.對于團(tuán)隊客人提前確認(rèn)菜單及套餐ThomasZhang22Jul,SLSZSTANDARDOPERATIONF&BJOBAllTASKReservationTaking-Walk-in預(yù)定-EQUIPMENTREQUIRED所需設(shè)備WHATTOHOWTODOProposeanypromotionorsignaturedishesoftherestaurantthatrequireadvancedorders.Avoidlengthy,overlydetaileddescriptions.向客人介紹餐廳的推廣活Re-confirmguestOutlet-children,15minuteholdonreservations.餐廳規(guī)定-兒童規(guī)定，預(yù)定保15分鐘，等."Thereservationwillkeepfor15minuteafteryourbookingtime."15InformthebookingconfirmationnumbertoThankguestforselectingFutianShangri-la.感謝客“ThankyouforchoosingFutianShangri-latodineandwearelookingforwardtoserving感謝客人選擇福田香格里拉酒店：“farwelltotheMaintainappropriateeyecontactwithandgoodposture,tofarewelltheguestsoutthedoor.ThomasZhang22Jul,SLSZSTANDARDOPERATIONF&BJOBAllTASKReservationTaking-Walk-in預(yù)定-EQUIPMENTREQUIRED所需設(shè)備WHATTOHOWTODOWhenitisunabletoconfirmareservationimmediay,Colleaguetakingthecallensuresthatguests’requestisaccurayandguestiscalledbackwithin12hours.當(dāng)預(yù)訂無法即時確定，要以確認(rèn)客人的要求是準(zhǔn)確無誤12小時內(nèi)回復(fù)客人。ReservationofregularguestsandVIPareboughttotheattentionofseniormanagementpriortotheirarrival.當(dāng)有常客和VIP的預(yù)ThomasZhang22Jul,SLSZSTANDARDOPERATIONF&BJOBAl