RoomService客房送餐服务课件.ppt

1、2022-4-25RoomService客房送餐服务RoomService客房送餐客房送餐服务服务RoomService客房送餐服务Room ServiceRoom service applies only where the customer has decided to eat in the accommodation room of a motel, hotel, serviced apartment or resort.RoomService客房送餐服务ClocheRoomService客房送餐服务Continental BreakfastRoomService客房送餐服务Englis

2、h BreakfastRoomService客房送餐服务Door Knob MenuHang on the outside of the guests bedroomRoomService客房送餐服务Role Play: Doorknob menu serviceStaff: Good morning. Reception. May I help you?Guest: Good morning. Its Mr. White in Room 489. Can I have breakfast in my room tomorrow morning?RoomService客房送餐服务Hot Box

3、RoomService客房送餐服务Hot BoxRoomService客房送餐服务Late Night MenuRoomService客房送餐服务Non Verbal CuesRoomService客房送餐服务Reading your customersRoomService客房送餐服务微表情系列look down on look down on look down on RoomService客房送餐服务微表情系列RoomService客房送餐服务RoomService客房送餐服务RoomService客房送餐服务ShockedUneasyConfidentHung upAfraidDisd

4、ainRoomService客房送餐服务GestureGestureRoomService客房送餐服务RoomService客房送餐服务Room ServiceRoom service is also known as in-room dining. It is a service provided by hotel generally hotels of 4-5 star standards as a convenience and choice of dining option for their guests.RoomService客房送餐服务Room ServiceRoom servi

5、ce is also known as in-room dining. It is a service provided by hotel generally hotels of 4-5 star standards as a convenience and choice of dining option for their guests.Breakfast MenuAll day dining menuSuper menuSnack menuMini bar menuRoomService客房送餐服务 Room Service menu include:1 1、Daily food serv

6、iceDaily food serviceBreakfastLunchLunch（ Super）RoomService客房送餐服务 Room Service menu include:1 1、Daily food serviceDaily food serviceSnackSnackMini BarMini BarRoomService客房送餐服务Give the VIP flower basket、fruit basket、cards VIP”s present Give the present to the customers on holiday2 2、Special serviceSp

7、ecial serviceRoomService客房送餐服务二、二、room room service service Door Knob MenuMenu on bedside cupboard for room serviceRoomService客房送餐服务Fine DiningRoomService客房送餐服务 Order taking by phonePhone callRoom NoNameConfirmWithin 3 ringsIntroduce yourself clearlyMay I help you?Write down the orderMay I have your

8、 room number? For how many person?Your room number is Your order is Anything else? ThanksYour order will be minutes ,It s all right?Thank you for your orderLet the guest hang up first.RoomService客房送餐服务接到订单receive the order根据菜肴品种及数量准备餐具set up the trolley到收银台取帐单，了解能否签单，现金买单准备好零钱prepare the change到厨房出菜

9、，需加盖，并核对stamp and re-check使用员工电梯送餐到房 use staffs lift to deliver到达客房门口再次核对房号check the room number敲门三声或一声门铃,您好，房内送餐knock at the door 3 times and announce “Room service”客人开门后进行问候并询问能否进入 “早上好，这是您点的餐，我可以进去吗？”Good morning, here is your order. May I come in?客人同意后进入房间，致谢并询问在哪里用餐谢谢！请问您在哪里用餐？ Ask where to pos

10、ition. Thank you ! Where would you like to put the tray?帮客人将餐具摆好，菜肴摆好并向客人介绍菜品，方便客人核对 pull up the sides of the trolley and re-arrange the set up询问客人是否现在用餐，帮客人打开菜盖 请问可以帮您把菜盖打开吗？Ask guest if he want to eat now. May I take away the cover? 帮客人提供服务（拉椅请客人入座，铺席巾，斟酒水）offer the service询问客人是否还有其他需要 请问还有什么需要吗？W

11、ould you like anything else?详细记录并复述，尽快送至record the order and confirm出示账单,这是您的账单Present the bill. Here is your bill离开房间后退一步转身，离开。如客人门未关则询问是否需要关门 farewell and close the door if needer挂账将账单送至前台,现金将账单及现金交收银台Send the docket to cashier登记送餐记录record the delivery orderRoomService客房送餐服务接到订单receive the order根据

12、菜肴品种及数量准备餐具set up the trolley到收银台取帐单，了解能否签单，现金买单准备好零钱prepare the change到厨房出菜，需加盖，并核对stamp and re-check使用员工电梯送餐到房 use staffs lift to deliver到达客房门口再次核对房号check the room number敲门三声或一声门铃,您好，房内送餐knock at the door 3 times and announce “Room service”客人开门后进行问候并询问能否进入 “早上好，这是您点的餐，我可以进去吗？”Good morning, here is

13、 your order. May I come in?客人同意后进入房间，致谢并询问在哪里用餐谢谢！请问您在哪里用餐？ Ask where to position. Thank you ! Where would you like to put the tray?帮客人将餐具摆好，菜肴摆好并向客人介绍菜品，方便客人核对 pull up the sides of the trolley and re-arrange the set up询问客人是否现在用餐，帮客人打开菜盖 请问可以帮您把菜盖打开吗？Ask guest if he want to eat now. May I take away

14、the cover? 帮客人提供服务（拉椅请客人入座，铺席巾，斟酒水）offer the service询问客人是否还有其他需要 请问还有什么需要吗？Would you like anything else?详细记录并复述，尽快送至record the order and confirm出示账单,这是您的账单Present the bill. Here is your bill离开房间后退一步转身，离开。如客人门未关则询问是否需要关门 farewell and close the door if needer挂账将账单送至前台,现金将账单及现金交收银台Send the docket to cashier登记送餐记录record the delivery orderRoomService客房送餐服务RoomService客房送餐服务Thank you！RoomService客房送餐服务RoomService客房送餐服务RoomService客房送餐服务RoomService客房送餐服务RoomService客房送餐服务Thank you！RoomService客房送餐服务Thank you！RoomService客房送餐服务Thank you！2022-4-25RoomService客房送餐服务