餐厅服务的特点

职业教育国际邮轮乘务管理专业教学资源库《邮轮运营服务职业技能证培训（高）》（任务项目-餐厅服务）学校：大连泽软信息技术有限公司授课老师：罗琳餐厅服务的特点CharacteristicsofRestaurantService餐饮服务的概念及特性

The

concept

and

characteristics

of

cateringservices

餐饮业所销售的不仅是餐食和饮料，同时包括厅的空间、装潢、设备以及服务。

Restaurants

sell

not

only

meals

and

drinks，

but

also

restaurant

space，

decorations，

equipmentsand

services.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

specifictime

and

placeto

make

them

feel

at

home.

The

service

impulsion

must

be

from

the

heart，

in

theconcrete

appearance.

服务对客人而言是一种感觉。客人置身于餐厅中，对服务的需求是十分广泛且抽象的，对服务的评价也会随环境、心境的变化而有所不同。对于服务的特性，各专家给出了不同的说法，在这里我们总结为以下4点:

Service

is

a

kind

of

feeling

to

the

customer.

When

the

customer

is

in

the

restaurant，

the

demandfor

the

service

is

very

extensive

and

abstract，

and

the

evaluation

of

the

service

will

be

withthe

change

of

the

environment

and

mood.

Experts

have

given

different

accounts

of

the

nature

of

the

service.

Here

we

summarize

the

following

four

points:

餐饮服务的概念及特性

The

concept

and

characteristics

of

cateringservices

（一）无形性

Intangibility

服务的无形性是指服务不是具象的。

The

intangible

service

refers

to

the

service

that

is

not

specific.（二）异质性

Heterogeneity

服务的异质性是指不同服务人员对客人提供的服会有所不同，同一服务人员对不同客人提供的服务也会有所不同。

The

heterogeneity

of

service

means

that

the

service

provided

to

the

guests

by

different

servicepersonnel

will

be

different,

and

the

service

provided

by

the

same

waiter

to

different

customers

alsowill

be

different.

餐饮服务的概念及特性

The

concept

and

characteristics

of

cateringservices

（三）不可分割性

Indivisibility

提供服务的人和设备必须与客人的需求同时出现，服务有着不可分割的特性。

Service

providers

and

equipment

must

come

together

with

the

customers’

demand，

with

itsindivisible

characteristics.

（四）易逝性

Perishability

服务是稍纵即逝的，是无法储存的。

Service

is

fleeting

and

cannot

be

stored.

餐饮服务的品质

The

quality

of

catering

services

餐饮服务的品质包括:服务效率、适时服务、与客人沟通良好、服务一致性、良好的服务态度、具备专业知识、服务具有弹性、建立顾客反馈系统。

The

quality

of

catering

services

includes:

service

efficiency，

timely

service.

Goodcommunication

with

guests，

consistency

of

service，

good

service

attitude，

professional

knowledge

ofservice

personnel.

flexibility

of

service，and

establishment

of

customer

feedback

system.

（一）服务效率

Service

efficiency

对餐厅服务人员而言，在工作中表现快速而顺畅，能使客人感到舒适自在。在餐厅营业前做好相应的准备工作，团队成员配合良好，能工作效率提高，从而顺利完成服务接待工作。

For

restaurant

service

personnel，

the

performance

of

a

rapid

and

smooth

rhythm

in

the

work

canmake

guests

feel

comfortable.

That

the

service

personnel

make

the

corresponding

preparation

work

before

the

restaurant

is

open

and

the

team

members

well，

can

make

the

working

efficiency

improve，

thus

smoothly

completing

the

service

reception

work.

（二）适时服务

Timely

一名优秀的服务人员要能够随时观察并预知客人的潜在需求，主动并适时地提供适当的服务

A

good

service

personnel

should

be

able

to

and

observeandpredict

the

potential

needs

of

guests,to

deliver

appropriate

initiatively

atpropertime.

餐饮服务的品质

The

quality

of

catering

services

（三）与客人沟通良好

Good

communicationwithguests

服务人员与客人的沟通方式会因为餐厅类型不同有所差异，同时，服务人员应针对不同类型的客人适时调整自己的沟通方式。若客人刻意保持与服务人员的距离，不愿多沟通，那么服务人员就尽量不要打扰客人

The

ways

of

communicationbetween

servicepersonnelandguestwill

vary

accordingto

the

types

ofrestaurant.

At

the

same

time，

the

service

personnelshouldadjusttheir

communication

methods

according

tothedifferent

of

guests.

If

guests

deliberately

maintain

a

distance

service

fromservicepersonnel

and

do

not

want

to

domorecommunication，

then

service

personnelshouldnotdisturbguestas

far

as

possible.

（四）服务一致性Consistency

of

service

若客人喜欢餐厅的食物、环境、服务，就会再光临餐厅。如果餐厅无法提供一致性、高水准的食物和服务，客源就会逐渐流失。服务的一致性是指针对每一位客人在每一个时刻，均能提供一致的高品质服务。

If

guests

like

the

restaurant’s

food，

environment

and

service，

then

they

will

come

to

therestaurant

again.

If

the

restaurant

can

not

provide

a

consistent

standard

of

food

and

service，

theguests

will

gradually

leave.

Consistency

of

service

means

that

every

guest

can

be

provided

with

consistent

high

quality

services

at

every

moment.

餐饮服务的品质

The

quality

of

catering

services

（五）良好的服务态度

Good

service

attitude

良好的服务态度包括服务人员态度主动积极、服务殷勤周到、服务技巧熟练等。

Good

service

attitude

includes

active

attitude，

courteous

service，

proficient

service

skills

and

so

on.（六）具备专业知识

Professional

knowledge

of

service

personnel

服务人员必须对餐厅所提供的产品进行充分了解，能介绍或回答客人提出的问题。

The

service

personnel

must

have

a

good

understanding

of

the

products

provided

in

the

restaurant

in

order

to

introduce

or

answer

guests’questions.

餐饮服务的品质

The

quality

of

catering

services

（七）服务具有弹性

Flexibility

of

service

虽然餐厅各岗位均有各自的标准作业流程（SOP），但有时候服务规则必须根据实际情况做出调整。服务人员应根据实际情况来调整服务策略。

Although

restaurant

positions

have

their

own

standard

operating

procedures（SOP），

sometimes

service

rules

must

be

adjusted

to

the

actual

situation.

The

service

personnel

should

adjust

the

service

strategy

according

to

the

actual

situation.

（八）建立顾客反馈系统

Establishment

of

customer

feedback

system

餐厅应建立顾客反馈机制和系统，对于顾客反的问题进行积极调查并做出回应，此作为改进服务的依据。

Restaurant

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