restaurant reservation( 订餐服务)

酒店 logo 酒店 logo

标准操作程序Standard Operating Procedure

公司名称： XX 酒店管理公司Company : XX Hotel Management Limited

编号：Reference No. FO-CON-18

部门：前厅部—礼宾部Department: Front Office Department—Concierge

日期Date 2010 年 11 月 8 日

标题：订餐服务Title: Restaurant Reservation

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Why is this task important for you and our guests?为什么这个任务对你和你的客人非常重要？

Answers 回答: 1. We must recommend nice restaurants to our guests.我们必须向客人推荐品质优良的餐厅。2. We can increase guest satisfaction.我们能提升客人的满意度。3. Demonstrate my professionalism. 展示我们的专业水准。4. I understand the importance of this service for our guests.我能理解这种服务对客人的重要性。

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WHAT / STEPS工作步骤 HOW/ STANDARDS怎么做/工作标准Training Question& How we talk 提问和话述

1) Hotel Restaurant reservation酒店餐厅预定微笑并问候客人。了解客人用餐的要求。

Recommend Hotel Restaurants to the guest first.客人推荐酒店餐厅。酒店中餐厅怡庭国宴

Hotel Restaurant menus will be available and upon request, reservations will be made.根据客人要求可以提供餐厅菜单和帮助做预定.

Using a Restaurant Booking Sheet, obtain the guest’s name, number of people in the party, time of reservation and restaurant name.使用餐厅预定单登记有关客人资料, 如: 客人姓名, 用餐人数, 预定时间,餐厅名称.

“下午好，王先生，有什么能帮到您的？““请问是大几位客人用中餐呢？请问您大概的预算？需要安排一个包间吗？““饭店的中餐厅怡庭国宴，使我们的顶级中餐食府，提供精品川粤菜。“，

Which restaurant should be recommended first?什么餐厅应该首先推荐?

Where can I find the Restaurant booking sheet?我们在哪可以找到餐厅预定单?

What information do I need to take?

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Note all special requests.记录特别要求.

如果客人要求，引领客人至中餐厅，并介绍客人至咨客，由中餐厅员工介绍餐厅具体信息和消费。

我们需要记录哪些客人信息?

“这位是王先生，他想预订今晚 6 位客人订餐，请向客人介绍一下用餐的具体安排。“

2) Outside restaurant reservation酒店外餐厅预定

If the guest requires recommendations about outside restaurant, make suggestions according to the guests preference, such as location, cuisine and star rating. 如果客人需要我们推荐酒店外餐厅, 根据客人喜好推荐餐厅, 如: 餐厅地点, 菜式风格,餐厅等级.

How do I know the guest preference?我们怎么知道客人喜好呢?

“请问是大几位客人用中餐呢？请问您大概的预算？需要安排一个包间吗？“

3) Recommendation推荐餐厅 The Concierge should log onto the system to search the information.礼宾部员工应该上网或进入酒店管理系统去查找有关信息.

Select a restaurant and advise the guest about the restaurants’

Where can you search for the information?我们在哪可以找到相关信息?

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features, distance from the hotel and business hours. 选出一家餐厅, 告诉客人餐厅的特色, 离酒店的距离以及营业时间.

In order to better understand the guest’s needs, ask questions regarding nature of the meal, type of cuisine desired and the location desired.Confirm the restaurant with the guest.为了更好地理解客人的需求, 询问用餐的有无特别目的, 喜爱的菜肴风格以及餐厅地点,打电话与选中餐厅确认.

need to get from guest?我们需要从客人处获得哪些信息?“我向您推荐两家成都的最好的中餐厅：廊桥酒楼，银杏川菜酒楼。”人均消费在300 元左右。廊桥酒楼位于横跨锦江的廊桥上，用餐环境很好。银杏是成都餐饮的金牌品牌，这家店距离酒店更近。。。“

“好的帮您订廊桥酒楼。今晚 7 点，您需要订包间吗？“

4) Make booking做预定 Call the restaurant and book a table according to guest’s request.打电话给餐厅根据客人要求做预定.

Note confirmation number or Order Taker’s name on the Restaurant Card or a Hotel Taxi Card and note this on the reservation card.记录预订号或接受预定服务员的姓名在酒店出租车卡上和餐厅预定卡上.

Why do we need to note the confirmation number or the order taker’s name?为什么我们需要记录确认号好或接受预订服务员的名称?“您好，这里是明宇尚雅饭店礼宾部，我想帮客人预订今晚的用餐。““6 位客人，今晚 7 点。需要一个包间。“




Confirm with the guest about the Restaurant Booking and send the Restaurant card to the guests’ room or hand it directly to the guest.与客人确认餐厅预定,将餐厅预定卡直接送到客人房间.

Write clearly and legibly on the Restaurant card and provide all details and completed address.在餐厅预定卡上清楚地注明所有有关信息与餐厅地址.

好的，包间最低消费是 2000 元。请稍等““王先生，包间最低消费是 2000 元。”您需要自带酒水吗？““您好，客人自带酒水，1瓶 1573，按照餐厅酒水价格收取 30%的开瓶费。餐厅的价格是。。。“请问您贵姓？”

“客人的电话是。。。。”

“王先生，已经帮您订好了。这是您的订餐卡。”



WHAT / STEPS工作步骤 HOW/ STANDARDS怎么做/工作标准Training Question& How we talk 提问和话述Why is it important to note the exact address all necessary details on the card?为什么在餐厅预定卡上清楚地注明所有有关信息与餐厅地址非常重要?

4) Extra service提供额外服务 Offer transportation assistance.推荐车辆服务 What transportation could that be?一般是什么车辆?

“王先生需要帮您预订酒店车接送您往返酒店吗？”往返酒店按包车 2小时计算，我们可以为您安排酒店中巴。费用一共是 400 元。

Summary questions 问题总结:

1. Which restaurant should be recommended first? 什么餐厅应该首先推荐?2. How do we know which external restaurants should be recommended?Task – Restaurant Reservation

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我们怎么知道应该推荐哪一个餐厅? 3. What kind of information do we need to get from guest in order to make a booking? 我们需要从客人处获得哪些信息好去做预订?4. Why do we need the confirmation number or order taker’s name? 为什么我们需要记录确认号好或接受预订服务员的名称?

Now ask the Trainee to practice the whole task from start to end to test competency.现在让培训生从头到尾练习工作程序以检测


restaurant reservation( 订餐服务)

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