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1、TheRitz-CarltonDohaCHURCHILLSEQUENCEOFSERVICELSERVICEOFCoCKTAILManager/Hostwill:- greettheguestatthepodium- escorttheguesttothetable- theguestarealreadyseatedatthetable- introducetoWaithelpandinformthespecificWaithelpwillinchargeoftheserviceprocessHost/Waithelpwill:- approachthetableandgreettheguest
2、- assisttheguesttobeseatedandintroducethemselvestotheguest- approachthetablewiththedrink/snackmenuinhand- advertiseandmerchandisethedrink/snackmenu-up-sellourproduct- allowtimeforgueststomakethechoice- takethebeverageorderfirst-Ladyfirst,Hostlast- usescratchpadtotakethebeverageorderandthanktheguestf
3、orthebeverageorder- takethedrink/snackmenubacktothestation- postthebeverageorderontotheMicrosincaseoftheMicrosisoutoforderthenusetheuCaptainOrder”- pickupandassemblethebeverageorderfromthebar- controlthequalityofthebeverageorder- servethebeverageordertotheguestefficiently- wishguestenjoyhisdrinkchec
4、kthestatusofthedrinkandaskhimifhewishestoorderanotherdrink2 .SERVlCEOFTHESNACKIfguestChoOSetheSnaCkmenuManager/Hostwill:- greettheguestatpodium- escorttheguesttothetable- sittheguestatthetable- introducetheguesttoWaithelpandinformthespecificWaithelpwillinchargeoftheserviceprocess- unfoldandpresentth
5、enapkintotheguestHost/Waithelpwill:- approachthetableandgreettheguest- servethehotfaceorhandtowel- collectthehotfaceorhandtowelback- approachthetablewiththedrink/snackmenuinhand- advertiseandmerchandisethesnackmenu-upsellingourproduct- allowtimeforgueststomakethechoice- takethesnackorder-Ladyfirst,H
6、ostlast- usescratchpadtotakethesnackorderandthanktheguestforthesnackorder- takethedrink/snackmenubacktothestation- postthefoodorderontotheMicrosincaseoftheMicrosisoutoforderthenuseuCaptainOrdeC- pickupthefoodorderfromthekitchenontheservicetray- controlthequalityoffooditem- handletheflatwareduringthe
7、service- handlechina,placingaplateonaguesttable- placeplatesoffoodinfrontoftheguest(logofacingtotheguest)- checktheemptyglassesandoffertheseconddrink(ifneeded)- removetheemptyglasses- returntothetableduringtheserviceofthemeal- guestleavingthetablemomentarily- foldingthenapkinfortheguestandplacethena
8、pkinonthetable- cleartableswhentheguestsarestillseated- removetheplatewhentheguestfinishhismealinquiretheguestifhewishestohavesomemorecoffeeorteaorotherdrinksordessert3 SERVICEOFLUNCHBUFFETManagerZHostwill:- greettheguestatthepodium- escorttheguesttothetable- sittheguestatthetable- introducetheguest
9、toWaithelpandinformthespecificWaithelpwillinchargeoftheserviceprocess- unfoldandpresentthenapkintotheguestHostZWaithelpwill:- approachthetableandgreettheguest- servethehotfaceorhandtowel- collectthehotfaceorhandtowelback- approachthetablewiththedrink/snackmenuinhand- asktheguestifhewishestohaveafres
10、hsqueezedjuiceorasoftdrinkoramineralwaterbeforehewishestoplacehisfoodorder- createthepleasantconversationwiththeguestwhiletakingthefoodandbeverageorders.- advertiseandmerchandisethettLunchBuffef,一upsellthedailyspeciality.- invitetheguesttothedisplaycounter(ifapplicable)- allowtimeforgueststomakethec
11、hoice- takethefoodorder-Ladyfirst,Hostlast- usescratchpadtotakethefoodorderandthanktheguestforthefoodorder- retrievethedrink/snackmenubacktothestation- postthefoodorderontotheMicrosincaseoftheMicrosisoutoforderthenuseuCaptainOrdeC- invitetheguesttovisitourdisplaycounter- assisttheguesttocarrytheplat
12、etohistable- controlthequalityoffooditematthebuffetcounter- handletheflatwareduringtheservice- placeplatesoffoodinfrontoftheguest(logofacingtotheguest)- wishtheguestenjoyhismeal- checktheemptyglassesandofferfortheseconddrink(ifneeded)- removetheemptyglasses- returntothetableduringtheserviceofthemeal
13、- guestleavingthetablemomentarily- cleartableswhentheguestsarestillseatedAFTERCLEARlNGTHEDlSHESWaithelpwill:- crumbthetable(ifneeded)- presentthedrink/snackmenutotheguest- assistguestinselectionofdessert- takethedessert/coffeeorteaorder- takethedrink/snackmenubacktothestation- postthedessert/coffeeo
14、rteaorderontotheMicros- addandplacecutleryonthetablefordessertservice(ifapplicable)- pickupthedessertorderfromthekitchenontheservicetray- servethedessertorder- servethecoffeeorteaorderAfterawhileandaftercleaningthedessertdishWaithelpwill:- askguestifherequiredadditionalservice- askguestforhiscomment
15、s- servethehotfaceorhandtowel- collectthehotfaceorhandtowelBILLPRESENTArnONIfPOSitiVe(yes)Waithelpwill:- gototheMicrosandprintoutthebillfortheguest- checkifthebilliscorrect(tablenumber,cover,foodandbeverageitems)- placethebill(face-down)inthebillfolder- presentthebilltotheguestwithapen,andplaceitontherighthandsideoftheguest(orwhereverpossible)- Thebillfolderwillbepresentedclosed”totheguestWaitb、thetableforIftheguestisourroomguestWaithelPwill:1. Checksignature2. CheckNameinprint3. CheckRoomnumber4. GototheMicrostopostandre-checkifalltheseinformationar
