Standard service procedures for hotel lobby, guest rooms, Chinese food and western food.

Front desk: 1. Responsible for booking sales rooms; 2. Handle guest check-in procedures:

Third, check out procedures: fourth, sort out the turnover on duty.

Verb (abbreviation for verb) telephone transfer service

6. Precautions for dialing: 1. Have a decent image, and don't lean against tables, chairs or walls, let alone sit on tables or chairs.

2. At work, to make a long story short, don't let the work phone be busy for a long time, so as not to affect the transmission of business information.

3. During the call, always smile and the other party "listens".

Don't chew when you are talking, it is disrespectful to others.

5. During working hours, employees are not allowed to make local or long-distance personal calls using company communication equipment.

6. After the phone call, say some polite words: trouble, trouble, thank you, goodbye. Don't put down the receiver until the other party hangs up.

Seven, answer the guest's questions, handle the guest's complaints, ideas and requirements:

Listen to and handle guest complaints with a positive attitude.

2, empathy, can change roles, put yourself in the guest's shoes.

3, under the premise of not violating the rules and regulations, as far as possible to meet the needs of the guests.

4, tolerance, patience, regardless of any reason not to argue with the guests, give the reasons to the guests.

5, try to maintain the self-esteem of the guests, even if the fault lies in the guests, try to "take a ladder" to let the guests step down. Job responsibilities of housekeeping staff:

1. Room cleaning (check-out, update, undisturbed rooms, vacant rooms)

Second, statistics on the room type and work situation on duty that day. Third, the inspection and rounds of procedures:

4. Handling of damaged items by guests: 5. Keep your work area clean and tidy.

6. Handling guest complaints 7. Count the number of linen and consumables used on duty that day. 1. Welcome, welcome: After everything is ready, stand at the door of the private room 30 minutes before booking 15. When the guests arrive, greet them with a smile, and those who know their names should call them by their first names. .

2. Pull up the chair and give up your seat: When the guest enters the room, he should take the initiative to pull up the chair and give up his seat for the guest. You don't have to give up your seat for all the guests, but you must serve the ladies or invited VIPs. If you have children, ask if you need a baby chair.

3. Sending incense towels: put the folded incense towels into the incense towel rack to serve the guests on the left. Say, "I'm sorry to bother you. ... please use a fragrant towel. " If you know the name of the guest, you should say Mr. Wang.

Please use a towel. '

4. Serve tea: fold the mouth cloth into a square and put it in the bone dish, put the teapot on the mouth cloth, buckle the thumb on the handle of the pot, and connect the other four fingers to the bottom of the bone dish. Standing on the right hand side of the guest, he poured tea for the guest in one hand and said in the other, "Sorry to bother you. ... please have tea. " If you know the name of the guest, you should say, "Mr. Wang, please have tea." Be sure to say "sorry to bother you" before pouring tea to attract the attention of the guests, otherwise the guests will accidentally touch the teapot and cause burns.

5. Submit the menu and order food and drinks: Ask the guests if they can order and give the menu to the host. Actively recommend the special dishes or chef's selections of the day to the guests. Promote all kinds of drinks and recommend soft drinks to women and children.

Ask if you can serve food: For banquets or regular customers within the group, the banquet menu may have been made by telephone in advance, so you can directly ask the host if you can inform the kitchen to start cooking. If there is VVVIP, ask the host if he wants to share meals. If necessary, if there is a fruit bowl, inform the kitchen to prepare' one to eat' according to the number of people. Also recommend all kinds of drinks and drinks to the host.

6. A la carte menu and wine list: put the dishes and wine ordered by the guests on the a la carte menu (one wine and one dish) respectively. Each copy is in quadruplicate, one for the kitchen or bar (dishes for the kitchen and drinks for the bar), one for the front desk, one for the food and one for future reference.

7. Serving drinks: If the guests have special requirements, pour them in order according to the wishes of the guests. If the guest doesn't ask for it, he will pour it clockwise in the order of the first lady and children, the guest of honor and the last host. When pouring wine, the bottle is more than the bottom, so you can't pour it all.

8. Serving service (meal sharing):

L when serving, serve in a place where the guests are sparse, or choose a position that is not important to the guests;

2 When serving soup, after the soup is served, ask the host if it is necessary to divide the soup;

For the guests who eat separately, after each serving, give the dishes a name, show them to the guests, and divide them with bone plates according to the number of people. When serving food to everyone, please announce the name of the dish again and ask the guests to enjoy themselves.

After all the dishes are served, explain to the guests: "Your dishes are all served, please enjoy your meal!"

9. Meal service (changing ashtray, bone plate and pouring wine)

L change an ashtray for every two cigarette butts;

② Continue to pour tea in time;

3 guests will change their bones after eating more foods with bones or skins; Replace it once before serving the fruit bowl;

When a guest drinks a glass, he should immediately hold the bottle and prepare to continue pouring wine;

5 when there are VIP guests and a large number of people, there must be at least two waiters in the private room;

If the wine you ordered is finished or will be finished soon, ask the host immediately if you want to add more.

10. Check:

L the top management in the group can sign the bill at the front desk, but pay attention to the reminder;

Normal guests check out, take the bill to the front desk to find the host, and don't quote the price loudly in front of everyone.

Look for appropriate opportunities to ask the guests about their satisfaction with the food, and feedback the guests' opinions to the service manager in time.

1 1. Pull the chair to see the guests off: When the guests get up to leave, they should immediately come forward to help the ladies or VIPs pull the chair, and then go to the door of the private room to see the guests off. Thank you for coming. Then check the desktop as quickly as possible to see if there are any items left by the guests.

12. Finishing after meals:

First, straighten the chair and clean the floor;

Second, close the station:

1. First pick up linen products such as cloth and incense towel;

2. Collect glass products such as wine glasses;

3. finally, collect porcelain products;

4. Transport garbage and dirty tableware to the dishwashing room;

5. Remove the glass turntable from the workbench for cleaning;

6. Take away the dirty tablecloth.

Third, build a stage:

1. Spread the tablecloth, and align the center line with the position of the master and deputy master;

2. Put the glass turntable in the correct position and check it;

3. Positioning of the pelvis;

4. Place soup bowls and spoons;

5. Put chopsticks rack and chopsticks;

6. Place the ashtray;

7. Place the wine glass;

8. Fold the cloth and put it on the bone plate.

Fourth, arrange and supplement the western food process of the workbench:

Pre-meal service-after the guest orders, the waiter should repeat it, then take back the menu, put away the napkins and enter the order. In-meal service process includes serving, table patrol, wine service, cigarette lighting service and wine service-1. Pick up mouthparts, cups and bottle openers from the bar.

Show red wine to guests

When opening red wine, the bottle should be tilted. Don't block the brand of red wine with your hands. Do not move the bottle. After opening the red wine with a bottle opener, pour a fifth glass for the guests to taste.

4. Every time you pour a glass of red wine, the bottle mouth should be rotated 90 degrees clockwise to prevent the remaining wine from splashing down, and there is also the service of wiping the beer on the bottle mouth-slowly pour the beer first, and the speed should be faster when it is halfway down. A glass of standard beer should be poured to 80% beer, and 20% beer should be bubbled when guests complain.

When a guest complains, you should listen carefully to the guest's complaint, try to calm the guest's heart, try to make the guest feel that you are helping him solve the problem, analyze the guest's accommodation problem and respond immediately, reach a * * * with the guest to satisfy the guest, and follow up the implementation of remedial measures.

Room service.

< 1. > Listen to the list

Answer the phone [the phone rings three times to answer the phone]

2. According to the prescribed language [Hello, this is xx Western Restaurant. Can I help you? ] 3. Listen carefully and record accurately. 4. Ask the guest's name, number, requirements, room number and delivery time and make records. 5. Repeat the recorded content to get the guest's confirmation, and report the time to the guest room. 6. In the process of ordering food by telephone, the orderer should use polite language with a soft tone and be able to provide ordering service in English.

< 2. > be sure to write down the room number clearly when you check out, and be sure to indicate the checkout time. If you have special requirements, you must specify them in detail.

< 3. > prepare [food delivery] 1. Prepare in time according to the content and quantity of the guest's order. 2. Check with the cashier whether the amount is correct, and ask the bill collector whether to hang the room account or collect cash, and ask the bill collector to sign it. Put the dishes prepared by the kitchen on the tray and pay attention to its temperature. 4. Check the integrity of seasoning tableware. 5. Make food delivery records:

< 4. > dinner collection 1. Check the reservation record and confirm the room number. 2. Breakfast, call to collect tableware half an hour after supper; Call to collect tableware for an hour after lunch and dinner. 3. Greet the guests, introduce yourself, ask the guests if they can collect the tableware in the room, and see if it is possible to sell it again, and ask the guests how satisfied they are with the delivery. 4. Knock on the door or ring the doorbell, introduce yourself as a waiter in the room delivery department, greet the guests, and enter the room to get food after the guests agree. 5. Quickly clean up dirty tableware and check the quantity and completeness of tableware. 6. When the guest is not in the room, please ask the floor attendant to open the door to collect the tableware. 7. When the guest is in the room, ask the guest if he has other requirements and say goodbye.