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项目二 预定、问候及领位
服务
Project 2: Reservation, greeting and seating
任务1 认知预定服务
Task 1: A Cognition of Reservation Service
情境导入
埃玛的态度影响到客人了吗？
01/
03/
预订的内容
The contents of reservation
预订的方式
The way of reservation
02/
预订系统
Reservation system
04/
受理预订的程序
Procedures for making a reservation
1.电话预订
telephone reservation
2.当面预订
walk-in reservation
一、预订的方式 The way of reservation
二、预订的内容 The contents of reservation
1.预订人的姓名
the name of the reservation person
2.预订人的电话
telephone number
3.就餐人数
the number of meals
4.抵达时间
arrival time
5.特殊要求
ther special requirements
三、预订系统 Reservation system
1.TMS（Table Management System）
2.ResPAK（Reservation PAK）
四、受理预订的程序 Procedures for making a reservation
问候客人
Greeting
聆听客人需求
getting guests’ information
接受预定
making a reservation
记录客人特殊需求
Recording guests’special requirement
确认预定信息
Confirming reservation’s information.
任务作业 Project assignments
随着餐饮信息化技术的飞速发展，国产餐饮管理软件强势崛起，请大家以小组为单位搜集目前餐饮行业使用较多的国产餐饮软件，并对比他们的优劣势。
任务2 掌握预定服务流程
Task 2: Master the Reservation Service Process
情境导入
提前预定，可以避免用餐高峰期漫长的等待，快行动起来吧！
01/
服务操作注意事项
Service operation announcements
预订服务流程
Reservation service process
02/
一、预订服务流程 Reservation service process
服务流程 Service Process 服务标准
Service Standard
问候客人 Greeting 电话预订 Phone Reservation 电话铃响三声之内接听电话；
Answer the phone within three rings;
主动地向客人礼貌问好，并准确报出餐厅名称及自己姓名；Greeting and tell the guest restaurant’s name and your name；及时表示愿意为客人提供服务，如“有什么事情可以帮您”或“很高兴为您服务”等。
Express willingness to provide services to the guest, like “What can I do for you ”“I am glad to help you”, etc.
当面预订 Walk-in Reservation 当客人来到餐厅，迎宾员首先要礼貌地问候客人；
When the guest walks in, the server needs to do the greeting rst;知道客人是来订餐时，要主动向客人介绍自己，并表示愿意为客人服务；
When knowing that the guest is coming to make a reservation, the server needs to introduce herself/himself and express willingness to do the service;
如果餐厅设有专职订餐员，迎宾员要及时引领并做好交接工作。
If there is a reservation clerk in the restaurant, the server needs to lead theguest to nd the clerk and make the reservation.
服务流程 Service Process 服务标准
Service Standard
了解需求 Investigating the Requires 礼貌地问清客人姓名，对报出姓名的客人应称呼其姓氏，以示对客人的尊重；Ask the name of guest politely, and then call his or her last name to show the respect； 仔细聆听客人介绍，了解客人的身份、用餐日期及时间、宴请对象、人数、台数及其他要求；
Listen to the guest’s introduction to get the status, dining date and time,the guests’ information and numbers, table numbers and other special requirements;
征得客人的同意后，为其安排相应的包间或餐台，并告知客人房号或台号。After getting the agreement, arrange the appropriate tables or rooms for the guest and tell him the room number or table number.
接受预订 Making the Reservation 复述客人预订的内容，并请客人确认；
Repeat the reservation information, and let the guest con rm;
留下客人的电话、姓名及其他联系方式；
Leave the guest’s name, telephone number and other contact information;
告知客人预订餐位的最后保留时间；
Let the guest know the reservation deadline;
若已订满，让客人知晓并致歉。
If the reservation is already full, let the guest know and apologize.
服务流程 Service Process 服务标准
Service Standard
预订通知 Reservation Notice 填好预订单；
Fill the reservation form;
已订菜单的预订，立即通知餐厅经理和厨师长；
If the menu is already set up, let the manager and chef know immediately;
未订菜单的预订，只通知前台即可；
If the reservation information does not include the menu, just let the front desk know.有特殊要求的预订，要及时通知餐厅总领班和厨师长。
If there are some special requirements in the reservation, inform the headwaiter and the chef.
预订记录 Reservation Record 将预订的详细内容记录在预订登记本上或录入预订系统；
Put the reservation detail into the reservation notes or the system;
零点餐厅预订登记本一般每月一本，用后存档。
The reservation notebook of a-la-carte restaurant is normally one per month and kept inthe archives after nish.
二、服务操作注意事项 Service operation announcements
注意事项
announcements
预订登记要素 Reservation registration elements
餐厅政策说明 Description of restaurant policy
跟踪预订 Tracking the reservation
为客人保留餐位 Reserving seats for the guests
更改客人预订 Changing reservation
提升预订服务质量 Improving reservation service
任务作业 Project assignments
请同学们以小组为单位依据预设场景，完成为露西女士的预定服务。
任务3 迎宾及领位服务
Task 3 Welcome and Hostess Service
情境导入
如果你是餐厅的领位员，你会怎么做呢？
01/
领位（引客入座）
Hostess (Guide guests to their seats)
迎宾问候
Welcome greetings
02/
一、迎宾问候 Welcome greetings
服务流程 Service Process 服务标准
Service Standard
1 注意步入餐厅的客人。 Pay attention to the guests who enter the restaurant. 时刻注意入口是否有客人走进来。
Keep an eye on the guests at the entrance.
2 在距离客人 3 米处微笑着迎上 , 并有目光接触。 At a distance of 3 meters, greet the guest with a smile and eye contact. 在客人步入餐厅1 分钟内，有人上前招呼。
Within a minute of the guest entering the restaurant, someone needs to come forward to greet him.
3 向客人问候，鞠躬 15 度说：“×× 先生/ 女士，早上/ 下午 / 晚上好！有什么需要帮助的吗？” Greet guests, make a 15-degree bow and say: “Good morning/afternoon/evening, Mr./Ms.××! Is there anything I can do for you ”
语调必须轻柔、友好，建立起目光联系。手放两侧，上身保持挺直。
The tone must be soft and friendly. Keep eye contact with guests. Keep hands on sides and body straight.
4 面带微笑地询问客人：“××先生 / 女士，请问有预订吗？”或“请问您预订的是哪个包间，××先生/ 女士？” Ask the guest,“do you have a reservation, Mr./ Ms.×× ”or“which private room did you book, Mr./ Ms.×× ”with a smile. 5 如无预订，先问：“× 位吗？”然后等待答复。“让我看一下是否还有空余的桌位。” If there is no reservation, ask rst,“Table for × ”Then wait for an answer.“Let me check if there is any table available.” 6 如有桌位，说：“请问怎么称呼您？”记下来，微笑着说：“×× 先生 / 女士，很高兴我们还有空余的桌位。” If there is a table available, ask the guest,“may I have your name, please ”Write it down and say with a smile,“Mr./Ms.××, I’m glad we have a table available.”
服务流程 Service Process 服务标准
Service Standard
7 如无空位，向客人表示歉意，并提出其他建议，如“非常抱歉，×× 先生 / 女士，餐厅现在已经客满。半小时以后会有空位，您介意等候片刻吗？”或“这儿今晚已经订满了。您愿意去我们的中餐厅用餐 吗？” If there is no vacancy, apologize to the guest and make other suggestions, such as“I’m so sorry, Mr./Ms.××, the restaurant is full now.Would you mind waiting for a moment ”or“we’re fully booked tonight. Would you like to have dinner in our Chinese restaurant ”
永远不要向客人说“不”，总是能够提出其他建议。
Never say“no”to the guest and always be able to give other suggestions.
8 若客人接受你提议的用餐地点，微笑着说：“您稍等，我给您看一下那边是否有空位。” If the guest accepts your offer, smile and say,“Just a moment, please. I’ll check if there is a table available foryou.” 9 如果那个餐厅确认有位，感谢客人的耐心等候，并带客人去。 If the table is available, thank the guest for their patience and guide them there. 10 如果客人仍然选择在这儿用餐，询问客人是否愿意被列在等候名单上，并估计需要等候的时间。 If the guest still chooses to have dinner here, ask him/ her if he/she would like to be put on the waiting list and estimate how long he/she will have to wait. 如果等候的时间较长，建议客人先去大堂吧或其他较近的地方喝一杯。留下客人的联系方式，当有位时，你会通知他 / 她。
If the waiting time is long, suggest the guest go to the lobby bar or other nearby places for a drink.Leave the guest’s contact information and inform him/ her when the table is available.
二、领位（引客入座）Hostess (Guide guests to their seats)
服务流程 Service Process 服务标准
Service Standard
1 走向客人，及时问候。 Walk to the guest and greet in time. 服务人员必须在 10 秒钟内向客人致意； 不要站在迎宾台的后面。
Greet to the guest first within 10 seconds; do not stay behind the front desk.
2 主动对客人说：“下午好，×× 先生 / 女士，欢迎您来……” Talk to the guest: “Good afternoon, Mr./Ms.××, welcome to...” 如果知道姓名，应响亮、清晰地称呼客人的名字。If the hostess knows the guest’s name, speak it out loudly and clearly.
3 询问客人的要求，如“有什么需要帮忙的吗？” Ask for the guest’s requirements, like“Is there anything I can help ” 微笑，建立目光交流，要表现得自然而真诚。Smile with eye contact; act naturally and sincerely.
4 如果客人想在餐厅用餐，询问是否已订座。 Ask the guest if he/she already has the reservation or not. 有预订的客人应在到达后 1 分钟内被引导至桌位。The guest who has reservation needs to be guided to the table in 1 minute.
5 如得到肯定的答复，口头致意。查询TMS 上的预订情况，然后把客人带到指定的桌位。 If a positive reply is received, feedback a verbal compliment.Check the reservation status on the TMS and take the guest to the assigned table. 再次确认客人的信息。
Con rm the guest’s information again.
服务流程 Service Process 服务标准
Service Standard
6 如未订位，询问客人用餐的人数以及对餐桌位置的选择。根据预订系位，查看是否已有人预订。 Ask the guest about the number of diners and preferred table, then check the system to make sure the table isn’t under reservation. 未预订的客人应在到达后 2 分钟内引导至桌位。
The guest who does not have reservation needs to be guided to the table in 2 minutes.
7 请客人跟随自己，说：“×× 先生 / 女士，请随我来。” Make sure the guest is following and say “Mr./Ms. ××, this way please.” 在客人前面，保持 3 ～ 4 步的距离。不要走得太快。不时回头，确认客人跟在身后。Keep 3 or 4 steps in front of the guest; Do not walk too fast; Look back to make sure the guest is following.
8 引导时，走在客人右侧前方。 When guiding the guest, remember walk in front of the guest on the right side. 9 在桌边停下，微笑并征询客人是否满意这个桌位，然后为客人拉出椅子。Stop at the table, smile and ask if the guest is satis ed withthe table, then pull out the chair for the guest. 参照注意事项列出的基本礼仪礼节。
Refer to the basic etiquette listed by the precautions.
10 站在椅子的正后方, 右手五指并拢 , 示意客人入座，同时说“×× 先生 / 夫人，请坐。” Stand behind the chair, keep five fingers of right hand together to guide the guest to have a seat, and say “Mr/Ms.××, please have a seat.”
动作要慢，要小心。
Move slowly and be careful.
11 当客人要坐下时，双手把扶椅子两侧 , 用右膝把椅子往里送。 When the guest is ready to sit down, put both hands on the sides of the chair and push the chair in with your right knee. 12 祝客人用餐愉快。 Wish the guest enjoy the food.
任务作业 Project assignments
请同学们以小组为单位依据预设场景，完成迎宾问候与带客入座的练习。
感谢您的观看
Thanks

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