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(共18张PPT)
项目八 结账和送客服务
Project 8 Check-out&See off guests
任务3 突发事件处理
Task 3: Dealing with Accidents
01/
突发事件处理
Dealing with accidents
一、突发事件处理 Dealing with accidents
（一）客人对账单持有疑义 Enquiries on the bill
客人在点单时，有时会看错价格，在结账时对金额有疑义。此时，服务员应拿来菜单请客人核对，并认真、耐心地向客人解释菜单。 Misunderstanding of the bill may occur because the guests slip the line when making the order.Check the menu and bill, and patiently explain the items to the guests.
一、突发事件处理 Dealing with accidents
（一）客人对账单持有疑义 Enquiries on the bill
若责任在服务员，则应立即调整，向客人道歉并说明情况，做出适当优惠或补偿，获得客人谅解后再结账。 In some cases, the waiter is responsible for the mistake. Apologize to the guests and make certain concessions on the account or compensate the guests with something else such as coupons. Offer the guests with a satisfied solution.
一、突发事件处理 Dealing with accidents
（二）留意跑单情形 Watch out for the guests leaving without paying
（1）单独就餐的初访客人借口上厕所或接电话趁机溜走。 Single dinner who comes to the restaurant for the first time may leave with an excuse of going to the toilet or answering the phone.
一、突发事件处理 Dealing with accidents
（二）留意跑单情形 Watch out for the guests leaving without paying
（2）挑选最贵的菜点的客人需要引起重视。一般来说，公司宴请有一定经费限额，点菜时会注意均衡点几个名贵菜肴配以普通菜肴较为常见。 Pay special attention to the table with expensive orderings. Normally, as there is a budget for cooperate entertaining, the host may order dishes with treasurable cuisines along with common dishes to balance the expense.（3）一桌客人席间分别以各种理由离席且未再返回。 Watch out for the table where the guests leave successively with different reasons and never come back.
任务作业 Project assignments
依据设定情境，借助常用表达方式，以小组为单位，完成对客解释工作。
项目八 结账和送客服务
Project 8 Check-out&See off guests
任务4 送客致意
Task 4: See off guests
01/
实用表达
Useful expression
送客
Seeing off guests
02/
一、送客 Seeing off guests
（一）送别客人 See off guests
（1）客人起身时，服务员须主动为客人搬开座椅，并按先宾后主、女士优先的原则。
When the guests finish their meal and are ready to leave, move the chairs for them under the principle of “guests first” and “ladies first”.（2）提醒客人带好随身物品，环顾四周再次确认。 Remind the guests to take their belongings. Look around to make sure no private stuff is left.（3）礼貌地向客人道别，感谢客人的光临，送客人至餐厅门口。 Bid farewell to guests with courtesy and see them off to the doorstep of the restaurant.（4）如客人乘坐电梯，服务员应为客人叫梯，送客人进入电梯后，目送客人离开。
Call the lift for the guests if the restaurant is on the upper floor. See them off until the door is closed.
一、送客 Seeing off guests
（二）整理台面 Clean the table
（1）客人离开餐厅后，服务员须检查台面上下有无客人遗忘的物品。
After the guests have gone, check if they leave their belongings behind.（2）撤下台面上的餐具等用品。 Change used tableware and replace them with the new ones.（3）铺换新台布，重新摆台并调整座椅。 Change the tablecloth, set the table, and adjust the setting of chairs.
二、实用表达 Useful expression
二、实用表达 Useful expression
1. 请带好您的随身物品。Please don’t leave anything behind.
2. 请注意脚下。Please mind/watch your step.
3. 请当心。Please be careful.
4. 再见，谢谢您的光临。Thank you for coming, goodbye.
5. 再见，期待再次见到您。Goodbye, hope to see you again.
6. 一路平安！Have a nice trip.
7. 祝您旅途愉快！Wish you a pleasant journey.
二、实用表达 Useful expression
在账单上签字
G：Waiter! 服务员！
W: Yes, Sir. Would you like anything else 是的，先生。您还有别的需要吗？
G: No. Give me the bill please. 没有了，请给我账单。
W: Yes, one moment, please…Here is your bill, Sir. 好的，请稍等……这是您的账单，先生。
G: Can I sign the bill 我能签单吗？
W: Are you staying in our hotel 请问您是住店客人吗？
G: Yes. Room 608, John Smith. 是的，我住在608房间，史密斯.约翰。
W: May I have a look at your room card 我能看一下您的房卡吗？
G: Sure, here you are. 当然，给你。
W: Thank you. Mr. Smith. Would you please sign here 谢谢，史密斯先生。请您在这里签个字好吗？
G: No problem. Is it all right 没问题，这样可以了吗？
W: Yes, Mr. Smith. Here is your receipt. Thank you for coming. 可以了，史密斯先生。这是您的收据。欢迎再次光临。
任务作业 Project assignments
依据设定情境，以小组为单位，
完成送客服务。
感谢您的观看
Thanks

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