酒吧标准服务英语.pptVIP

长安城堡大酒店 BAR SEVICE STANDARD 酒吧服务标准 BAR SEVICE STANDARD A. Order Taking 点单 -to greet guest 问候客人 -always lady first 总是女士优先 -stand straight, take order from the right 身体直立，从客人右边点单 -avoid getting too close to the guest 避免与客人距离靠的太近 BAR SEVICE STANDARD -always carry a writing pad 总是携带一个书写板 -always listen attentively 总是仔细聆听 -make sure all details are recorded and correct 确定所有的细节都被详尽的记录 -repeat order to the guest 为客人重复点单 -say “thank you” before leaving 离开前向客人说“谢谢” BAR SEVICE STANDARD B. How to Serve 怎样服务 always lady first 总是女士优先 always serve from the right 总是在客人右侧服务 when 1st drink is finished ask for the 2nd 当地一杯喝完后要询问第二杯 when clearing guest glass ask before removing 撤走客人杯具前要先询问 BAR SEVICE STANDARD -to be very attentive 要非常专注 -when serving, never reach in front of the guest 服务时，决不要用胳膊挡在客人前面 -try to minimize noise when serving 服务时尽量将噪音减至最小 -always handle glasses by the stem or base and never put fingers inside a glass or near to the rim 总是拿取玻璃杯具的颈部或底部，绝不要用手指放 进杯子里或拿捏杯口 BAR SEVICE STANDARD -never serve drinks with broken glass 服务时绝不要使用破损的杯具 -in a mixed order of drinks, make the cocktails last. so that they can be served fresh 在接到一个多内容点单时，最后制作鸡尾酒，这是为了鸡尾酒能在新鲜的状态下被服务 -all glass require coasters 所有杯具要求配有杯垫 BAR SEVICE STANDARD -to use tray to carry beverage items at all Times 任何时候都要用托盘拿取物品 -drinks should be handled with extra care,do not overload 拿取饮品时要格外小心，不要超出能力范围 -after serving say please enjoy your drinks 服务完毕后要说：请您慢用 BAR SEVICE STANDARD -to ask guest before changing ashtray 更换烟缸前要给客人以提示 -to refill drinks for the guest 给客人添加酒水 -to face the guest at all times 任何时候都要面对客人 -to anticipate guest`s selling 预计客人的消费 -to practice suggestive selling 练习引导客人消费 BAR SEVICE STANDARD C. Handling Guest Complaints 处理客人投诉 Don`t argue with the guest—they are always right. 不要与客人争执—他们永远是对的 Welcome complaints, they give us an opportunity to improve our operation 欢迎投诉，它们给了我们改进工作的机会 -listen very carefully, don`t interrupt 仔细聆听，不要打断 BAR SEVICE STANDARD -apologi