资源简介

(共26张PPT)
项目一 认识餐饮服务
Project 1: Understanding food service
任务1 餐饮服务概述
Task 1: An Overview of Catering Services
情境导入
王先生与东方饭店的故事
泰国东方饭店
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餐饮服务的品质
Characteristics of the catering industry
餐饮服务的概念及特性
The concept and characteristics of catering services
1.服务的概念 The concept of service
服务是一种态度，是在特定的时间和地点及时去了解并提供客人所需，让客人有宾至如归的感觉。服务必须是发自内心、表现于外的具体呈现。
Service is an attitude of knowing and providing what guests need at a specific time and place to make them feel at home. The service impulsion must be from the heart, manifests in the outside concrete appearance.
一、餐饮服务的概念及特性 The concept and characteristics of catering services
一、餐饮服务的概念及特性 The concept and characteristics of catering services
3.餐饮服务的特点 Catering service features
（1）无形性
Invisibility
（2）异质性
Heterogeneity
（3）不可分割性
Indivisibility
（4）易逝性
Perishability
1.服务效率 Service efficiency
2.适时服务 Timely service
3.与客人沟通良好 Good communication with guests
4.服务一致性 Consistency of service
5.良好的服务态度 Good service attitude
6.具备专业知识 Professional knowledge of service personnel
7.服务具有弹性 Flexibility of service
8.建立顾客反馈系统 Establishment of customer feedback system
二、餐饮服务的品质 The quality of catering services
三、餐饮部组织架构 Organizational structure of food and beverage department
岗位名称Position 上下级隶属 Subordinate 岗位职责简述
Job Description
餐饮部经理Manager of F&B Department 直接上级：餐饮总监Immediate Superior: F&B Director直接下级：餐饮部副经理Direct Subordinate: Vice Manager of F&B Department 制定并实施本餐厅工作计划和经营预算；督导餐厅的日常运转和管理；确保为客人提供优质、高效的服务并进行成本控制To formulate and implement the restaurant’s work plan and operating budget; Supervise the daily operation and management of the restaurant; Ensure to provide high quality and ef cient service to guests and control cost
岗位名称Position 上下级隶属 Subordinate 岗位职责简述
Job Description
餐饮部副经理Vice Manager of F&B Department 直接上级：餐饮部经理Immediate Superior:Manager of F&B Department直接下级：餐厅主管Direct Subordinate: Restaurant Supervisor 负责餐厅人力、物品管理；负责和重要客人沟通； 及时反馈客人投诉的信息Responsible for the management of restaurant staff and items; Responsible for communicating with VIP guests; To give feedback to guest’s complaints timely
三、餐饮部组织架构 Organizational structure of food and beverage department
岗位名称Position 上下级隶属 Subordinate 岗位职责简述
Job Description
餐厅主管Restaurant Supervisor 直接上级：餐饮部副经理Immediate Superior: Vice Manager of F&B Department 直接下级：餐厅领班Direct Subordinate: Headwaiter 协助餐饮部副经理做好各项工作；做好员工培训工作Assist the vice manager of F&B department to do the job well; Do a good job in staff training
岗位名称Position 上下级隶属 Subordinate 岗位职责简述
Job Description
餐厅领班Headwaiter 直接上级：餐厅主管Immediate Superior: Restaurant Supervisor直接下级：餐厅服务员Direct Subordinates: Waiter 协助餐厅主管做好服务工作，确保餐厅服务质量Assist restaurant supervisor to ensure the quality of restaurant service
三、餐饮部组织架构 Organizational structure of food and beverage department
岗位名称Position 上下级隶属 Subordinate 岗位职责简述
Job Description
餐饮部文员F&B Clerk 直接上级：餐饮部经理Immediate Superior: Manager of F&B Department 完善餐饮部经理交代的各项工作Improve the work assigned by the manager of F&B department
餐厅服务员Waiter 直接上级：餐厅领班Immediate Superior: Headwaiter 负责向客人提供高质量服务Responsible for providing high quality service to guests
吧员Bar Attendant 直接上级：餐厅领班Immediate Superior: Headwaiter 负责酒水的领用、发放；负责酒水、饮料的台账Responsible for the reception and distribution of drinks; Responsible for beverage ledger
传菜员Pantry Helper 直接上级：餐厅领班Immediate Superior: Headwaiter 负责餐厅菜肴传递工作；做好餐饮服务后勤工作Responsible for the restaurant dishes accessories transfer work; Do a good job in catering services logistics
保洁House Keeper 直接上级：餐厅领班Immediate Superior: Headwaiter 负责餐厅公共区域的环境卫生Responsible for the environmental sanitation of the public area of the restaurant
任务作业 Project assignments
请大家以小组为单位，设计一个小型餐厅的组织结构图。
（请使用思维导图来设计）
项目一 认识餐饮服务
Project 1: Understanding food service
任务2 餐饮服务人员
职业素养要求
Task 2: The Quality Requirements of Food and Beverage Service Staff
情境导入 Case of import
王经理从事酒店工作 20 年。在 20 年的工作经历中，他不断提高自己的学历层次和综合素质，从只有初中学历到自考本科文凭，并且还熟练掌握英语、日语，对人热情、周到、细致，受到客人、同事、上司的一致好评。
请大家讨论，案例里提到的综合素质/素养包括哪些内容呢？
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餐厅服务人员基本素质 Service qualities of restaurant staff
仪容仪表
Grooming
一、仪容仪表 Grooming
（一）仪容规范标准 Facial expression requirements
（1）在岗时应精神饱满，表情自然，面带微笑。
Employees should be full of energy, natural expression and smile.
（2）眼睛应有神，体现出热情、礼貌、友善、诚恳。
The eyes should show enthusiasm, courtesy, kindness and sincerity.
（3）说话时应语气平和，语调亲切，不可过分夸张。
When you speak, you should have a peaceful and friendly tone which is not over-exaggerated.
（4）与客人交谈时，目光应自然平视，不应上下打量客人。
When you talk with guests, you should look naturally and do not look up and down.
（5）遇事从容大方、不卑不亢。
Neither overbearing nor servile and be easy to deal with troubles.
一、仪容仪表 Grooming
（二）仪表规范标准 Standard behavior requirements
1.服装 Clothes
一、仪容仪表 Grooming
（二）仪表规范标准 Standard behavior requirements
2.仪态 Manners & etiquette
一、仪容仪表 Grooming
（二）仪表规范标准 Standard behavior requirements
3.站姿 Standing posture
一、仪容仪表 Grooming
（二）仪表规范标准 Standard behavior requirements
4.走姿 Walking posture
二、餐厅服务人员基本素质 Service qualities of restaurant staff
（一）服务态度要求 Requirements of attitudes
4.周到 Consideration
2.热情 Enthusiasm
3.耐心 Patience
1.主动 Initiativity
二、餐厅服务人员基本素质 Service qualities of restaurant staff
（二）服务知识要求 Requirements of service knowledge
1.基础知识 Basic knowledge
员工守则、服务意识、礼貌礼节、职业道德、食品安全与卫生、服务心理学、外语知识等
3.相关知识
Relating knowledge
宗教知识、哲学、美学、文学、艺术、法律，各国的历史地理、习俗和礼仪、民俗与旅游景点及交通等
2.专业知识
Professional knowledge
岗位职责、工作程序、运转表单、管理制度、设施设备的使用与保养、饭店的服务项目及营业时间、沟通技巧等
二、餐厅服务人员基本素质 Service qualities of restaurant staff
（三）服务能力要求 Requirements of skills
语言能力
Language skills
1
沟通能力
Communication skills
2
反应能力
Reaction capabilities
3
推销能力
Promotion skills
4
技术能力
Technical skills
5
观察能力
Observation ability
6
8
7
9
记忆能力
Memorizing ability
自律能力
Self-discipline ability
服从与协调能力
Obeying and coordinating ability
二、餐厅服务人员基本素质 Service qualities of restaurant staff
（四）身体素质要求 Physical quality
1.身体健康
Be healthy
2.体格健壮
Be strong
任务作业 Project assignments
请同学们以小组为单位拍摄一组酒店职业礼仪展示视频
（内容中需包括站姿、走姿、坐姿、常见服务手势及用语）
感谢您的观看
Thanks

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