(西餐英語(yǔ))Module Two Unit 2 Seating the Guests引客入座

UnitTwo

SeatingtheGuestsStandard:Thetable-seatingplanistheco-ordinatingtoolfortheentirerestaurantandshouldbeaccuratelyfilledoutandutilisedduringtheserviceperiod.Thetable-seatingplanmustmarkoutsmoking,non-smokingareaandtablenumbers.

餐廳座位圖必須是清晰的，并且一定要標(biāo)有臺(tái)號(hào)并劃分出吸煙區(qū)/不吸煙區(qū)。利用座位圖方便領(lǐng)位快速為客人找出可提供的座位，及時(shí)讓客人用餐。Procedures:

Usingtherestaurantreservationsbookwriteeachreservationontotheseatingplaninatimeorder.Recordanyspecialrequirementsontothesheet,includingsmoking/nonsmokingarea,tablerequest,privateroomrequest,cakes,babychairetc.根據(jù)預(yù)訂本，只限用鉛筆在座位圖上標(biāo)出有預(yù)訂的餐臺(tái)，并注明其特殊要求。如“兒童椅、特殊菜肴和預(yù)訂蛋糕”等。Allocateseatingtoguestsrequestingparticulartablesfirst,anytableswithphysicallychallengedguests,thenthoserequiringlargergroups,wheretablesneedtobecombined.Wheretablesmustbejoined,marktheseonthefloorplan.根據(jù)客人的要求安排座位，遇到特殊的客人要給予特殊的照顧。如果有團(tuán)隊(duì)客人拼臺(tái)或其它要求要在臺(tái)圖上標(biāo)注。Trytoallocatetheguestarrivalindifferentsectionssothatguestsarrivingatthesametime,preventtheservicepersonnelbecomingoverworked.Ifthisisnotpossibleduetotablerequests,informCaptainsothathecanprovideassistancetotheassociates.當(dāng)客人同時(shí)到達(dá)時(shí)領(lǐng)位員應(yīng)合理安排座位，不要使一個(gè)區(qū)域工作量太重。如果是不可避免的必須通知領(lǐng)班，由領(lǐng)班調(diào)配人手，幫助當(dāng)職服務(wù)員。Markthereservedtablesusingcoloredhighlighters,usingadifferentcolorforthoseguestsarrivingearlierinthemealperiodandadifferentcolorforlaterarrivals.Thiswillallowyoutopossiblytaketwosettingsattheonetable.用不同顏色的筆標(biāo)出早到和晚到的客人所座臺(tái)號(hào)，以便于幫助你在一張臺(tái)上安排兩次客人用餐。Iftheseatingplanchangesduetoadditionalorcombinedtables,marktheseontheseatingplan.如果座位有加人或拼臺(tái)，要在座位圖上標(biāo)出。PasstheseatingplanontotheCaptainsotheycanallocatesectionsandbrieftheassociatesontheirguests.Associatesstationallocationsshouldalsoberecorded.在開例會(huì)時(shí)，把座位圖轉(zhuǎn)交給領(lǐng)班，領(lǐng)班可以根據(jù)座位圖安排員工，并告知員工預(yù)定的細(xì)節(jié)。同時(shí),也要將每個(gè)服務(wù)員的服務(wù)區(qū)域標(biāo)出。Keeptheseatingplanatthehostessstationatalltimeduringthemealperiodtoallowefficientseatingoftheguests.座位圖要始終放在領(lǐng)位臺(tái)上，方便領(lǐng)位帶客。Whenaguestarrives,marktheirnameontheseatinglistandcrossthehighlightedareaforthattabletoindicatethearrivalofthatguest.當(dāng)有預(yù)定客人到達(dá)時(shí)要在座位圖上用有色筆標(biāo)出，并在該臺(tái)上面劃出，證明此臺(tái)客人已到。Whencheckingatableofftheseatingplan,notethenameoftheservicepersonworkingontheirtable,soproperintroductionscanbemadetotheassociatesmember.根據(jù)座位圖巡臺(tái)時(shí)，注意每個(gè)區(qū)域服務(wù)員的姓名，以便正確的信息給正確的服務(wù)員。Ifawalkin(aguestwithoutareservation)arrives,theseatingplanmustbeconsultedbeforeescortingthemtotheirtable.Iftablesneedtobecombinedpriortothemtakingtheirseat,askthemtohaveaseatinthelobbywhiletheirtableissetup.如果無(wú)預(yù)定的客人到來(lái)時(shí)，在引領(lǐng)他們?nèi)ゲ团_(tái)前。仔細(xì)查看座位圖。如果客人數(shù)目很多需要拼臺(tái)或加位，要與客人商量可否在大堂吧等候片刻，并確保知道客人的姓名。Recordontheseatingplanandmarkthetablemarkedwiththeappropriatehighlightertoindicateithasbeentaken.無(wú)預(yù)定客人一定要在座位圖上標(biāo)出，以便知道此臺(tái)以有客人。Ifaguestsaskstobeseatedinadifferentlocation,thismustbecheckedandchangedontheseatingplansothatfutureguestscanbeseatedaccordingly.如果客人要求坐在不同的區(qū)域，一定要在座位圖上改動(dòng)，否則會(huì)影響后面的工作，誤帶客人。Shouldaguestnotarrivefortheirreservationatthedesignatedtime,holdthetablefora15minuteperiod,theseatingplanshouldbenotedsoacourtesycallcanbemadetofindoutthereasonwhytheguest,didnotshow.如果有預(yù)定的客人沒來(lái)要在座位圖上標(biāo)出，并在超出預(yù)定時(shí)間15分鐘后禮貌地給客人打電話，找出原因。ThestepstoseatguestsGreettheguestAsktheguestifhehasareservationwiththerestaurant.Leadtheguestswiththereservationtothebookedtable.引座的具體技巧：

(1)根據(jù)客人的人數(shù)安排相應(yīng)的地方，使客人就餐人數(shù)與桌面容納能力相對(duì)應(yīng)。這樣可以充分利用餐廳的服務(wù)能力。(2)酒店的引座應(yīng)當(dāng)表現(xiàn)出向客人誠(chéng)意的推薦，在具體的引座、推薦過(guò)程中應(yīng)當(dāng)尊重客人的選擇，使雙方的意見能很好地結(jié)合起來(lái)。

(3)第一批客人到餐廳就餐時(shí)，可以將他們安排在比較靠近入口或距離窗戶比較近的地方，使后來(lái)的客人感到餐廳人氣旺盛，構(gòu)造出熱鬧的氛圍，避免給客人留下門庭冷落的印象。(4)對(duì)于帶小孩的客人，應(yīng)盡量將他們安排在離通道較遠(yuǎn)的地方，以保證小孩的安全，同時(shí)，也利于餐廳員工的服務(wù)。(5)對(duì)于著裝鮮艷的女賓，餐廳可以將其安排在較為顯眼的地方，可以增加餐廳的亮色。(6)對(duì)于來(lái)餐廳就餐的情侶，可以將其安排在較為僻靜的地方。(7)餐廳經(jīng)營(yíng)高峰時(shí)，引座員工要善于作好調(diào)度、協(xié)調(diào)工作，靈活及時(shí)地為客人找到位置，掌握不同桌面客人的就餐動(dòng)態(tài)。迎賓入席基本應(yīng)對(duì)Howmanypersons,please?Wherewouldyouprefertosit?I’llshowyoutoyourtable.Thisway,please.Isthistablefine?/Howaboutthistable?Awaitresswillcomesoontotakeyourorder.迎接有預(yù)約的客人Doyouhaveareservation,Madam?Whomadethereservation,please?Justamoment,please.I’llhavealookatourreservationbook.Wewereexpectingyou.I’llafraidthatweletanotherguestsitatyourtablesinceyoudidnotarrivalatthereservedtime.Wouldyoumindwaitinguntilitisfreeorwouldyoupreferanothertable?請(qǐng)客人等候Wecanseatyouverysoon.I’msorry,butthereisnotableavailablejustnow.Wouldyoucaretowait?Itmaytakeabout15minutes.Couldyouwaitinlineuntilatableisfree,please?I’msorrytohavekeptyouwaiting.Idoapologizeforthedelay.Yourtable’sreadynow.餐桌安排I’mafraidwecannotseatyouatthesametable.Wouldyoumindsittingse