国际连锁酒店餐饮部开业手册（英文版）

INTERNATIONALOPERATIONSPRE-OPENINGMANUALGENERAL INFORMATIONv Restaurant (page 3) The Right Way Hostessing Training Topics Hospitality: Do You or Dont You? Greeting and Seating Guests Sample Script Too Busy to Help a Guest? Greater/Seater Standards of Service Telephone Hospitality Telephone Etiquette Job Learning checklist Greeter/Seater Quiz for Certification of Greeter/Seater Grooming Standards General Service Rules the Scatter System of Service Sample Par levelsv Room Service (page 79) Type of Guests Who Order Room Service Tray and Trolley Set-Up and Service Notes Order of Service Answering the Phone Key Steps to Remember for Order Taker VIP/Repeat Guests Package order Procedures Sample Training Topics for Room Service Tasks for Room Service Training Mini Bar Job Description and Procedures Tasks for Mini Bar TrainingMarriott International - All Rights Reserved 1998Restaurant - Page G-62“THE RIGHT WAY”Marriott does it right! This is how guests feel when they are warmly welcomed, made comfortable and treated as someone special. There are three elements in producing this feeling.HOSPITALITY . COURTESY . and attention to GUEST NEEDSA.The atmosphere of hospitality is shown through treating every guest with the attitude of “We are glad you are here.” Regardless of the time of day or night, the type of dress of the guest, the volume of business, the attitude of the guest, etc., each guest expects and deserves the same type of quality service.AT MARRIOTT THIS IS OUR AIMB.It is the nature of food and beverage operations to be fast-paced during busy meal periods or when guests are in a hurry for service. Service, however, can be accomplished during these times with courtesy. Even during these “busy ” periods, we must remember to use both verbal expressions and body language maneuvers, such as saying “thank you,” “please,” and excuse me,” “my pleasure,” “you are welcome, sir;” and stopping to let a guest pass by before pulling out a chair for another.Continual emphasis on these gestures of courtesy will ensure our success in hospitality.C.The quality of service is a major factor in the success of food and beverage operations. It is also a prime reason why many of them fail. Marriott has enjoyed a good reputation for quality service, but cannot rest on laurels earned. There is constant challenge in maintaining quality service, especially with the explosive growth of the hospitality industry and the many competitors continually entering the field.Good service means gracious and efficient attention to guests wants and needs. This can only be accomplished through proper training, management, supervision, an adequate supply of service equipment and a philosophy which appreciate the guest and keep him/her in mind as being the main reason everyone is here.D.The most ambitious hospitality program is dependant upon people to make it successful. The personal touch of each associate makes the concept come to life.HOSTESSING TRAINING TOPICS 1.Discuss each point from the host/ess job description. Each host/ess will sign the job description and this will be attached to his/her file.2.Greeting Guests:-call guest by name, if possible-with a smile and friendly attitude-“Good Morning,” “Good Evening” NOT “Hi” or “Hello”-ask how many in the “party” (how many total guests)3.Host/ess Desk:-always kept neat, clean-have all set-up:-clean menus-matches-toothpicks, wrapped-pens (Marriott)-comment cards-fresh flowers or similar fresh look-telephone numbers of hotel departments-emergency telephone numbers-reservation book-floor plan-daily event sheet-rooming list-CIA (cash-in-advance, for guests who cannot charge to the room) listNever use the host/ess stand as a barrier between you and guest.4.Handling And Taking Reservations:-ask name, date, time, which restaurant, how many people in the party, any special requests (like no smoking or a window table or a quiet place, etc.), write all carefully in reservation book and sign guest name. 5.Eye Contact:-always watch each other or servers so you can use signals to make your job more effective.HOSTESSING TRAINING TOPICS (Continued)6.Waiting List:-handle guests gracefully.-invite them to wait in the lobby bar or the other waiting area and be sure to call them when table is ready.-be realistic when informing them about waiting time.-know exactly where the next guests are going to be seated.-one greeting host/ess in this situation is enough at the door; the other scans the dining room to look for potential accommodations.7.Seating Guests:-always walk in front at the same speed as guests.-apportion and rotate the guests among stations to distribute the servers workload evenly.-check chairs and table set-ups as you are the last who can correct something that is wrong before the guest notices it.-when you reach the table, pull out a head chair, and, if time allows, continue pulling chairs, particularly for women and children.-make sure guests are comfortable (if big-sized seat them on the booths, if buffet is in operation, seat people away from noise, kitchen, bring high chairs for children, if desired).-present an open menu to each guest.-wish them an enjoyable meal.-if guest asks you for something (drinks, etc.), make sure to tell server.Keep in your mind the goal is to please the guest-guests dining alone prefer side tables.-couples like privacy.-ill, elderly people appreciate being near an entrance and restrooms.-parents with children prefer being in less busy areas.8.Answering the Phone:-answer promptly, after maximum of 3 rings.-standard greeting, “good (time of day).”-ask how you can help.-write down any messages and read back to make sure they are correct.-thank the person for calling.9.Menu Class - Taste Panels-hostess with managers are responsible for conducting the menu class before each meal.-menu class should be SSS,” short, simple, serious.-is a communication tool about menu, current hotel events, clear up discrepancies on a continual basis.-ongoing training about service, food and beverage.HOSTESSING TRAINING TOPICS (Continued)10.Controlling Checks:-hostess responsible to bring, issue and return checks.-checks should be recorded accurately with number of guests and server numbers.-cover counts should be done since they are very important to study and know the business flow in the restaurant.11.Saying Good Bye:-always greet and thank the guests for coming when they leave.-if possible, take this last chance to ask the guest about dining experience.-LISTEN-notify the manager about any complaint.-if guest praised the kitchen or server, make sure you take some time to tell the person the positive comments.HOSPITALITY: DO YOU OR DONT YOU?1.When a guest comes to the entrance of your dining room, do you acknowledge his or her presence immediately with a smile, or by moving forward to greet them? Or. do you continue what you were doing and wait for them to come to you? Do you make them wait until you are ready to greet them?2.When seating a guest, do you match your walk to theirs? Do you slow down for ill, lame, older guests and guests with children? Or. do you find a table and wave to those guests left behind?3.When seating, do you always check the table for correct set-up and check both seats and floors for cleanliness? Or. do you expect the guests not to notice or wait for someone else to check?4.Do you return to guests at least once during the meal period, either to check by looking as to the food and service, or by asking whether everything is satisfactory? (Waiting to ask until the guest leaves is better than nothing, but, generally, to late to solve any complaints which happen during the meal period.)5.Do you greet regular guests by name? Do you make a real effort to learn their names?6.Do you involve yourself in difficult situations or. do you shy away? Problems dont disappear just because you might. And, your associates will soon stop reporting problem areas to you if you develop a reputation for avoiding difficulties. Remember, each experience helps you grow - the next one will be easier.7.Do you constantly strive for teamwork in your dining room by your example of helping others and expecting the same from all personnel?8.Do you make a special effort to accommodate special requests by your guests, even if it is difficult to do so? Or. do you let them know, by your facial expression or sigh, that “They should be grateful to me for all this trouble.” Dont detract from your efforts by being ungracious.9.Do you or dont you. what other examples can you cite which make the difference between a truly hospitable dining room and just a place to eat?GREETING AND SEATING GUESTSOBJECTIVE:1.Identify hospitality opportunities in daily work.2.Demonstrate understanding of how to effectively make the most of hospitality opportunities.3.Identify key points in communicating with guests.4.Explain procedures for greeting and seating guests.5.Demonstrate understanding of our basic philosophy of seating.FORMAT:A.Discussion of Hospitality do you or dont you:Readtopics 1-9, stop after each topic to recap; re-enforce and gain input.1.Greeting and approaching guest before he/she approaches you - important because:a.Greeters (supervisor/manager) responsibility to make guest feel at home.b.Guest may be shy, uncertain, unfamiliar with outlets.c.Greeter (supervisor/manager) can make the difference whether some guests enter a dining room at all.d.Guest may need a smile or a few kind words to convince them that this is where he/she would like to eat.2.Matching walk to that of guests - important because:a.Guest may not be paying close attention and may lose sight of you.b.Guest may be actually engaged in conversation with friends and may not be watching where you go.c.Guest may have been held off by traffic in dining room.d.It is impolite to have to wave at guest to show where the table is.GREETING AND SEATING GUESTS (Continued)3.Checking table set-up, seats and floor for cleanliness - important because:a.Servers may not be aware before service of an item and then have to keep a guest waiting while they make a special trip.b.Overall appearance of a complete set-up and clean table, etc. are more in keeping with the Marriott standards. c.It usually impresses the guest that you are concerned about his needs and know what you are doing.d.Checking cleanliness of tables and chairs saves any unnecessary company expense for guest, dry-cleaning or clothing replacement.4.Returning to guest during meal period to check on food and beverage service - important because:a.If there is a problem or a need, you can attend to it before the guest leaves, thereby insuring his satisfaction.b.Guest likes to know someone cares about his meal enjoyment - even if everything is alright.c.Adds to overall service and reflects well on the dining room and staff.5.Greeting regular guests by name and learning their names - important because:a.Establishes good rapport.b.Makes guest feel special or popular - obviously, guest enjoys your dining room and this adds to his enjoyment.c.Helps to learn because you can match guests name with any special preferences you know the guest enjoys, e.g., a certain server, certain table, coffee right away, etc.6.Addressing yourself to difficult situations - important because:a.You are representative of the dining room and should exhibit leadership qualities to guests and other associates.7.Striving for team work by your example - important because:a.Teamwork is essential for overall success of dining room operation.8.Accommodating special requests pleasantly - important because:a.Your attitude, facial expressions and tone of voice reflect on the room and may mean the difference whether guests return or not.9. Examples which make difference between a truly hospitable dining room and just a place to eat.GREETING AND SEATING GUESTS (Continued)B.Communication with guests:1.What is the most important part of seater/greeter?1. Pleasing the guests.2.To be successful at handling the public, what are the necessary requirements?1. True warm feeling and liking of people.3.What are some danger signals in your guest relation work or actions, words or expressions which convey a negative attitude towards guests?a.Failure to smile at guests.b.Smiling, but without feeling.c.Saying no more to guests than is absolutely necessary.d.Finding yourself continually annoyed by guests and their behavior.e.Getting the feeling that guests are more of an interruption to your work, rather than the purpose of it.f.Feeling annoyed about complaints, including a tendency to always defend associates and criticize guests.g.Catching yourself glaring, sighing or looking disgustedly at guests who get in your way, take seats themselves, ask for another table, ask for special help, etc.h.Feeling angry or spiteful towards guests who wont do as they are told.4.What are some of the attitudes that a hostess should have?a.Cheerful disposition.b.Pleasant personality.c.Warm smile.d.Willingness to go to extra trouble to be sure that guests are comfortable and well satisfied.5.Discussion of greeting and seating technique:a.What are some of the procedures you use in the outlets to seat guest?(1)Standard greeting and welcome.(2)Managing the traffic entering the door (good procedures; organization).(3)Greeter and seater function (teamwork; signals).(4)Prime importance of coverage at the door (always someone to greet approaching and departing guests).(5)Recommending other restaurants if there is a long wait or methods for recommending other options.(6)Getting the correct information.(7)Directing guests to tables - how done.(8)Taking guests in turn and when to make exceptions.GREETING AND SEATING GUESTS (Continued)6.Discussion of general philosophy of seating:a.What are some general points to remember when seating a dining room?(1)Know exactly where you are going to seat guests - be one table ahead.(2)Sections farthest from the entrance should be occupied first.(3)Apportion guests among stations to evenly distribute work load.(4)Never over-seat a dining room.(5)Open stations out of guests view.(6)General preference calls for:Singletons-Side tableCouples-PrivacyLame/Elderly-Near entranceParents with small children-a quiet area(7)Try not to seat anyone facing a wall, but if necessary, not a woman.(8)Suggest more appropriate seats, if you know a guest is sitting in direct traffic.7.Important factors to remember:a.Guest satisfaction is foremost.b.Boisterous guests may upset other guests - they must be dealt with as quickly as possible in order to minimize the effect.c.Reservations are seated before walk-ins.d.A ringing telephone can annoy many guests, so it should be answered (can be placed on hold).e.Stay calm! Enjoy your work!SAMPLE SCRIPTGuest approaches the restaurant.Associate:Good Morning, Sir, how are you today?Guest:Im fine, thank you.Associate:Thats nice to hear. How many are there in your party today?Guest:Just two, please.Associate:Would you like a smoking or non-smoking section?Guest:Non-smoking, please.Associate:Thank you, Sir. If you would like to follow me, Ill show you to your table.Guest:Certainly.Associate:Is this your first time here in this restaurant?Guest:Yes it is.Associate:Let me just mention that we have an excellent buffet which is very popular with our guests, or, of course, you can choose from our menu. Everything is very good.Guest:Great, Thank you.Associate:Youre welcome Sir, (seating both guests). Here is our menu for you to take a look at. Your server today is Jorge and he will be right with you.Guest:Thank you very much.Associate:Thank you too, and I hope you enjoy your meal with us.TOO BUSY TO HELP A GUEST?In presenting a professional and accommodating appearance, it is vital that, as each guest walks towards you, he or she is greeted immediately.Points to remember:1.Greet the guests as they approach you, not after they have reached you.2.Keep your head high with your eyes scanning the area.3.Be alert to all guests approaching you. Smile4.Never let the guest see the top of your head.5.Do not ignore the guest - nothing is more frustrating.Sometimes you may find yourself in the midst of a project or finishing up a task when a guest approaches. Quickly acknowledge any and all guests that approach you. It is common courtesy to greet the guests upon their arrival Good Morning, Ill be with you in a moment or call another associate (who is not busy) by saying, Vilma, could you help this gentlemen, please?Please do not ignore the guestA GUEST is not an interruption of your work, he or she is the purpose of it!GREETER/SEATER STANDARDS OF SERVICEFollow these standards of greeter, seater and host/ess service for maximum efficiency and excellent guest satisfaction:Benefits:1.Efficient flow of service to customers2.Satisfied customers/repeat business3.Quick, even turnover of tables (for servers)4.High associat