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餐饮服务的11个标准动作,你的餐厅做到了吗

时间:2019-03-13 11:30:09 | 责任编辑:安迪

[摘要]顾客对餐厅的好感都体现在各种小细节中,以下服务员的11个基本动作,你的餐厅做到了吗?

顾客对餐厅的好感都体现在各种小细节中,以下服务员的11个基本动作,你的餐厅做到了吗?

餐饮服务的11个标准动作,你的餐厅做到了吗

1迎宾

  规范要求:精神面貌、站姿规范到位

  礼貌用语:您好!欢迎光临

  注意事项:以先来的客人优先服务为准则;熟悉的客人要称呼姓氏

  动作要领?#22909;?#24102;微笑、身要正直

  2带位

  规范要求?#21917;范?#23458;人人数和空台分布情况

  礼貌用语:请跟我来

  注意事项:尽量满足顾客选择座位的要求,不可用?#31181;?#25351;点点

  动作要领:目光随时留意客人的需要

  3入座

  规范要求:协助客人入座

  礼貌用语:请坐/请稍等

  注意事项:打手势请客人入座,提醒客人小?#30446;?#31649;自己的物品

  动作要领:有客椅的切记不可挪出声音,面带微笑,打手势请客人入座

  4送水、送餐牌

  规范要求:?#39038;?分满,?#31181;?#19981;可触到杯口的边缘并呈递菜单

  礼貌用语:请喝水/这是我们的餐牌,请过目,并打以手势

  注意事项:注意托盘重心变化,托盘不可越过客人?#33539;?br />
  动作要领:说?#23433;?#21487;对着客人的水杯或直接对着客人的面部

  5点单标准

  规范要求:双?#25386;?#31435;,腰微弯,面带笑容

  礼貌用语:您好!请问现在需要点单吗?/请问您是用餐还是喝茶?请问喜欢吃点什么?(这时根据顾客需求可以对餐厅新品的推介)引导客人消费

  注意事项:品名、数量、要求?#27426;?#35201;写清楚,下单注明

  动作要领:切记不可靠在桌子上或将菜谱贴在腹部,为客人介绍产品不可用?#31181;?#22312;餐牌上点

  6点完单后

  规范要求:重复一次给客人听,?#21857;喜?#21697;无误及客人是否需要再添加产品

  礼貌用语:打扰一下,给您复单,您点的是XX产品1份,请稍等/询问时,请问还需要点别的什么吗?

  注意事项:台号,数量是否正确,尽快下单,减少客人等候时间;缺少产品时,先向客人道歉,同时注意语?#36234;饈图记?br />
  动作要领:边看单,边留意客人的表情,不可若无旁人

  7出品

  规范要求:检查器具产品的卫生,按出品顺序先报品名,迅速准确送到客人面前

  礼貌用语?#21917;?#24744;久等了,这是您点的XX产品,请慢用;产品不能一次性上完的,XX产品稍后就到,请稍等;产品上齐了,您的产品已经全部上齐,请慢用

  注意事项:注意托盘不要从客人头上、背后、前面直接端过去;留意台面情况

  动作要领:注意握杯,捏拿器具的位置

  8巡台

  规范要求:经常巡台,?#24863;?#30041;意客人的需求动态,服务于客人开口之前

  礼貌用语:打扰一下,帮您换个烟灰缸/请帮忙递一下您的水杯,谢谢

  注意事项:留意客人用餐情况及台面卫生情况,适时询问客人对餐厅的满意程度

  动作要领:切记不可双手靠于背后,眼睛直视客人,让客人有被监视的感觉

  9收撤

  规范要求:要考虑时间间隔,避免客人产生尴尬

  礼貌用语:打扰一下,请问可以收走吗

  注意事项?#21917;?#23458;人在忙,应先打招呼后收撤

  动作要领:不可做不雅的动作,如在客人面前把垃圾和饭菜倒在碗里

  10买单

  规范要求?#27721;?#23454;台号,金额无误

  礼貌用语:谢谢!您?#36824;?#28040;费了XX钱

  注意事项:双手接单,接钱;客?#25628;?#38382;要耐心解释;“谢”字不离口

  动作要领?#22909;?#24102;微笑,找机会征询客人意见,对产品,服务,卫生等方面的满意程度

  11收台

  规范要求:及时清理台面,以迎接下一批客人的到来做准备

  礼貌用语:谢谢光临/欢迎您的下次到来

  注意事项:

  (1)高的、重的、玻璃器具的尽量放在托盘里边

  (2)尽量一次性完成

  (3)擦桌子时从桌子的边缘开始向中间擦,垃圾集中在桌子中间,再扫走

  (4)清理完后把台面需要摆放的物品按规定摆放好

  (5)调整桌椅的位置

  动作要领:快速、仔细

本文内容来?#20174;冢?#39184;饮杰
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