飯店服務(wù)培訓(xùn)教程

1、Part II Housekeeping DepartmentI. Introduction:1. The importance of the Housekeeping Department Backbone of a hotel, to get the rooms clean and in good order for the Front Office to sell.Without the Housekeeping Department, a hotel cannot operate.2.The main duties of the Housekeeping Department:To k

2、eep the cleanliness and good order of all rooms in the hotel; To coordinate the work closely with the Front Office; To compile a bed occupancy list, room status report two or three times a day; To store/sort/check/issue/repair all the linens ; To provide laundry service; To provide room service.Staf

3、f in the Housekeeping Department:Chamber maids to do the actual cleaning of the guest rooms.Housemen to deal with the heavy work, such as the moving of the furniture or heavy linen baskets and trolleys. Linen-room attendants to store/sort/check/issue/repair all the linens Supervisors to check rooms

4、to see if they are let or vacant; to check that all furniture and furnishings are in good order and repair. Housekeepers to allocate and supervise all the work of the staff.4. Situational conversations:4.1 Guiding to Rooms 4.2Chamber Service 4.2.1. Making up the Room 4.2.2. Cleaning the Room 4.2.3.

5、The Turn-down Service 4.2.4.Room Service 4.2.5. Laundry Service 4.2.6. Wake-up Call Services 4.2.7. Baby-Sitting Service 4.2.8.Maintenance Service 4.2.9. Shopping for the Guest on Request 4.2.10. Offering Extra Service 4.2.11. Shining Shoes 4.2.12. Dealing with Complaints (1) Complaining about Facil

6、ities (2) Complaining about Service 4.2.13 Damage Problems Part III Food and Beverage DepartmentI. Introduction: Importance of this department : brings in more income than room rentals in many large hotels l Different sections include: Restaurant, grill room, snack bar, lounge bar, cafeteria, coffee

7、 shop, room service ,lounge service and banqueting Good “dishes”: good cooking + good knowledge and skill, a cordial smile, plenty of courtesy, sincere effort and efficiency of the staff Motto: Reputation first, customer foremostII. Useful expressions: food and beverage service (餐飲服務(wù))，grill room(扒房,

8、烤肉房)，cafeteria (自助餐廳)，snack bar(快餐部), lounge bar(休息廳酒吧)，group cohesiveness (集體配合)，good cooking (美食烹飪)，to have a love for ones job(熱愛本職工作)， high quality service(優(yōu)質(zhì)服務(wù))，reputation first, customer foremost(信譽(yù)第一，顧客至上)，kitchen waiter(走菜員)，expediter (催菜員)，high quality service(優(yōu)質(zhì)服務(wù))，reputation first, custom

9、er foremost(信譽(yù)第一，顧客至上)，kitchen waiter(走菜員)，expediter (催菜員)， fried eggs: sunny-side up（一面煎雞蛋），easy over(兩面煎雞蛋），poached egg(水煮雞蛋)，scrambled egg (炒蛋)，boiled egg (煮雞蛋帶殼的)，tea-flavored egg (茶葉蛋)。 III. Discussion 1. How would you define “ high quality service”? 2. Where lies the basis of “ high quality se

10、rvice”? 3. How could one realize the ideal expressed in the motto?Unit 1 At the Bar I. Useful patterns for bartenders Whats your pleasure this evening, Sir?What can I get for you?What can I prepare for you?What can I offer you? -Your usual, sir?（=Would you like your usual drink, sir?） l The same aga

11、in, sir?l Your beer sir, enjoy your drink.l A night-cap before retiring, sir?l I have another waiting on ice for you. (我這里已經(jīng)為您準(zhǔn)備好了另一杯。)l Here is the drink /wine list.l Would you like another drink？l Another beer, Mr. Wood?l Maotai is a kind of Chinese spirit.l Would you prefer red, white or rose win

12、e? Sweet or dry?l What would you like to drink? We have variety of wines and liquors, Which kind do you prefer?l What about Maotai, one of the most famous liquors in China?l It never goes to the head.l Another Scotch on the rocks/with ice/without ice/straight away?l Here you are, sir. Enjoy your dri

13、nk.l Ill make you another on the house.(when drink spills)l Would you care for something a little stronger？l May I suggest a sweet Martini Cocktail?l If you prefer something milder, there is Shaoxing rice wine. Its a real Chinese specialty in South China.II. Drinks Spirits (烈酒)，brandy(白蘭地：Hennessy,

14、Bisquit 百事吉，Remy Martini 人頭馬，Napoleon), cocktail, Gin Fizz( 金酒菲士)，Bloody Mary (血瑪利)，Bourbon (波本威士忌),Pink Lady (紅粉佳人)，Pousse caf (普施啡，彩虹酒), Vermouth (苦艾酒), etcIIISituational Dialogues 1) Bar Service Liqueur Service At the bar Have a Chinese cocktail How about one for the road? Saying “No” to guests T

15、alking about Mixing a Cocktail Unit 2 At the RestaurantI. Making Reservation 1) Useful Patterns: a party of ten Please put me as close as possible to the stage. Could you please arrange to have some roses on the table?What time do you open this evening?We open at 7:00 and we take orders at 11:30 am.

16、What kind of dishes would you like to order?A table of Cantonese dishesIll have everything arranged for you. 2) Situational Dialogues I. Order for a banquetII. Receiving the Diners1) Useful patterns Have you a reservation? Could you follow me, please. Could you come with me, please?Will this table b

17、e all right?Would you like to sit near the window?You may sit where you like.Im sorry this table is already reserved.The tables by the window are all occupied.Your table is ready now.You may have a drink /sit/ wait/in the lounge if you like and well call you when we have a table.Im sorry, the restau

18、rant is full now. We can be able to seat you in 20 minutes. 2) Menu a) Ways to write dishes: Ingredients/modifiers+ main dishes: Hunan Flower Steak(碧藍(lán)牛排)，Aromatic Chinese Eggplant( 五味茄), Sweet and sour pork(甜醋肉)；Main dishes + ingredients/garnish: Lobster with chili sauce(干燒龍蝦），Shredded pork with gar

19、lic sauce (魚香肉絲）， Pork with mushrooms & winter bamboo shoots (雙冬肉片)，Diced pork with bean paste(炸醬肉丁)；Cooking style + main dishes (+garnish / ingredients): braised chicken with chestnuts (栗子紅燒雞)，fried mandarin fish in sweet and sour sauce(糖醋桂魚)，braised pork tendons (紅燒蹄筋)，steamed pork with peanut

20、s( 花生蒸肉)。b) Some frequent used cooking terminology fry (炒)，stew(燉)，braise(燜)，bake/roast/toast(烤), instant-boil (涮)，ass(燴)，simmer(煨)，smoke(熏)，barbecue (燒烤)，seasoned (加調(diào)味佐料的)，spiced (加香料的)，salted(鹽腌的).c) Some frequent used spice, seasoning and edible oil monosodium glutamate (MSG, 味精)，curry (咖哩)，ginge

21、r (生姜)，vinegar(醋)，bean paste (豆瓣醬)，cooking oil/ edible oil(食用油)，mustard (芥末)，soy sauce(醬油)，oyster sauce (蠔油)， salad oil( 色拉油)，flavoring (香料)，star anise/ aniseed(八角)，garlic (大蒜)， starch (淀粉)，chili oil (辣油)。d）Some of the famous dishes: diced chicken with hot pepper(宮保雞丁)，spicy beancurd ( 麻辣豆腐)，twice-c

22、ooked pork slices(回鍋肉)，crisp rice with sliced meat( 鍋巴肉片)，smoked duck flavored with tea leaves( 樟茶鴨)， braised snakehead with eggs (燴烏魚蛋)，Dezhou braised chicken (德州扒雞)，whole winter melon soup(冬瓜盅)，roast suckling pig(烤鹵豬)，blanched chicken ( 白切雞)，meat balls braised in brown sauce(紅燒獅子頭)，baggers chicken

23、(叫化雞)，sauted shrimps and crabmeat (蝦蟹兩鮮)， etc. 3) Situational Dialogues a) Finding a Table b) A complaint about the dining room III. Taking orders1) Useful patterns:Are you ready to order?Would you like to order now?Have you decided what youd like?May I take your order?What would you like to have?Wo

24、uld you care for some before dinner?Would you like something to drink?What kind of food would you like?What would you like with that?Today, weve gotTodays special is The chefs specialty is.Weve got a choice ofIm sorry, we havent got any.How would you like it?I would recommend/ suggest some.Its very

25、delicious. You might like some Sichuan food is delicious and worth a try. Deviled crab is always a favor with our customers.2) Situational Dialogues Order for a Banquet Recommending Sichuan Dishes IV. Serving Dishes1. Chinese Banquet2. 2. Room service (western food)3. 3. BuffetV. At the coffee shop

26、(western food)1) Useful patterns:Would you like tea or coffee?How would you like your eggs? (easy over/ fried over ,sunny-side up, boiled egg, poached egg, scrambled egg)Would you like continental breakfast or American breakfast?What would you like to drink/have?How about something to eat? Here is t

27、he bill/Your check, madam When would you like your coffee? We might not serve this refreshment today.2) Situational Dialogues: Chinese Breakfast Western Breakfast:1)British Breakfast ( juice + congees + bread + eggs ) Juice: Tomato juice, Prune juice, Apple juice, Fresh orange juice or Fresh grapefr

28、uit juice. Congees: Porridge or Cereals of your choice Bread: Fresh breakfast rolls, Hot croissants, or Toast served with Butter, Marmalade, Honey or Jam.Eggs: Two eggs cooked as you wish with Bacon, Sausage, Mushroom or Grilled tomato.Drink: Tea, Coffee or Milk2) American Breakfast ( Juice + eggs +

29、 bread + drink) Juice: Tomato juice, Prune juice, Apple juice, Fresh orange juice or Fresh grapefruit juice. Bread: Fresh breakfast rolls, Hot croissants, or Toast served with Butter, Marmalade, Honey or Jam.Eggs: Two eggs cooked as you wish with Bacon, Sausage, Mushroom or Grilled tomato.Drink: Tea

30、, Coffee or Milk3) Continental Breakfast ( Juice + bread + drink) Juice: Tomato juice, Prune juice, Apple juice, Fresh orange juice or Fresh grapefruit juice. Bread: Fresh breakfast rolls, Hot croissants, or Toast served with Butter, Marmalade, Honey or Jam.Drink: Tea, Coffee or MilkTable dhote menu

31、 I Chilled vegetable and shrimp cocktail (蔬菜蝦仁杯) Plaice with green bean or pea （鯧魚配刀豆或豌豆） Soup of the day (今日特制湯) Apple pie with cream or rolls and butter (奶油蘋果餡餅或面包與奶油) Coffee or Tea (咖啡或茶) Table dhote menu II （公司菜菜單）（公司菜菜單） Cream of tomato and gin (酒香奶油番茄汁) Lamb chops with boiled potatoes or pea (

32、羊排配水煮土豆或豌豆) French onion soup (法式洋蔥湯) Black forest cake or Cheeses and fruits (黑森林蛋糕或奶酪與水果) Tea or CoffeeVI. Special Service1) Useful patterns: Excuse me, but could you tell me what the trouble is? Im sorry to learn that. When and where did you last see it? Would you please describe it for me?It is

33、rare for things to disappear in our restaurant.Is anything wrong, madam?I do apologize for this unfortunate incident.We have a selection of vegetarian dishes.We guarantee the meat is pure beef. Our restaurant caters for various religions. We offer special menus for different diets. Will there be any

34、 special dietary requirement? Well satisfy all our guests whatever their religion or state of health may be.2) Situational Dialogues: Looking for something missing Serving Moslems VII. Complaints1) Useful patterns Im sorry, madam. There must be some mistake. I do hope you will accept our apologies.I

35、m sorry to have caused you so much trouble, but Ill manage to solve the problem before long.Ill make a note of that, sir. Everything will be taken care of.Ill report it to the manager and well investigate it as soon as possible.Im terribly sorry about that, sir. We have been kept unusually busy this

36、 evening.Sorry, madam. I can give you something else if youd like. Thatll be on the house, of course.We appreciate your understanding very much. Thank you.Ill take it back if you dont like. Perhaps you would like to choose another wine instead, sir.Would you mind stepping aside and explain to me wha

37、t exactly happened?Ill get the manager for you. But Im afraid that hell say the same. We have very clear instructions about it and we must follow them.If you wait a moment, Ill ask our manager to come and deal with your request.2) How to handle complaints Listen carefully and patiently, dont comment

38、 whether the complaint is reasonable not. Apologize to the customer for the problems or inconvenience. Explain why the problems occurred. Take prompt actions to solve the problem. Thanks the customer for understanding and cooperation. Assure the customer the same thing wont happen again next time. W

39、ish the customer to have a good time in your restaurant. 3) Situational Dialogues: Complaining about Stale Food Complaining about Slow Service MisservingVIII. Ways of Paying1) Useful patterns: Check, please. Bring me the bill, please. Keep the change, please.Certainly. One moment, please.Here is you

40、r bill, madam.Would you sign here, sir?Please wait a moment while I correct the bill.Im sorry but we are not allowed to accept personal checks.Were always glad to serve you.You are always welcome. The main credit cards accepted by the hotels in China: American Express （美國運(yùn)通卡）（美國運(yùn)通卡） Diners Club ( 美國

41、大來卡美國大來卡) Federal Card (香港發(fā)達(dá)卡香港發(fā)達(dá)卡) Great Wall (中國長(zhǎng)城卡中國長(zhǎng)城卡) Visa (美國東美卡美國東美卡) Master Charge (美國萬事達(dá)卡美國萬事達(dá)卡) JGB (日本信販卡日本信販卡)Part IV Hotel ManagementI. Introduction Teamwork: employees must be cooperative with one another and loyal to the management; Decisive factor: management;Functions of management: 1.planning: to make a goal to achieve both social and economic effects;2. organizing: to determine what organization structure should