TvokYg8F.docx

TheRitz-Carlton®DohaCHURCHILLSEQUENCEOFSERVICELSERVICEOFCoCKTAILManager/Hostwill:- greettheguestatthepodium- escorttheguesttothetable- theguestarealreadyseatedatthetable- introducetoWaithelpandinformthespecificWaithelpwillinchargeoftheserviceprocessHost/Waithelpwill:- approachthetableandgreettheguest- assisttheguesttobeseatedandintroducethemselvestotheguest- approachthetablewiththedrink/snackmenuinhand- advertiseandmerchandisethedrink/snackmenu-up-sellourproduct- allowtimeforgueststomakethechoice- takethebeverageorderfirst-Ladyfirst,Hostlast- usescratchpadtotakethebeverageorderandthanktheguestforthebeverageorder- takethedrink/snackmenubacktothestation- postthebeverageorderontotheMicrosincaseoftheMicrosisoutoforderthenusetheuCaptainOrder”- pickupandassemblethebeverageorderfromthebar- controlthequalityofthebeverageorder- servethebeverageordertotheguestefficiently- wishguestenjoyhisdrinkcheckthestatusofthedrinkandaskhimifhewishestoorderanotherdrink2 .SERVlCEOFTHESNACKIfguestChoOSetheSnaCkmenuManager/Hostwill:- greettheguestatpodium- escorttheguesttothetable- sittheguestatthetable- introducetheguesttoWaithelpandinformthespecificWaithelpwillinchargeoftheserviceprocess- unfoldandpresentthenapkintotheguestHost/Waithelpwill:- approachthetableandgreettheguest- servethehotfaceorhandtowel- collectthehotfaceorhandtowelback- approachthetablewiththedrink/snackmenuinhand- advertiseandmerchandisethesnackmenu-upsellingourproduct- allowtimeforgueststomakethechoice- takethesnackorder-Ladyfirst,Hostlast- usescratchpadtotakethesnackorderandthanktheguestforthesnackorder- takethedrink/snackmenubacktothestation- postthefoodorderontotheMicrosincaseoftheMicrosisoutoforderthenuseuCaptainOrdeC- pickupthefoodorderfromthekitchenontheservicetray- controlthequalityoffooditem- handletheflatwareduringtheservice- handlechina,placingaplateonaguesttable- placeplatesoffoodinfrontoftheguest(logofacingtotheguest)- checktheemptyglassesandoffertheseconddrink(ifneeded)- removetheemptyglasses- returntothetableduringtheserviceofthemeal- guestleavingthetablemomentarily- foldingthenapkinfortheguestandplacethenapkinonthetable- cleartableswhentheguestsarestillseated- removetheplatewhentheguestfinishhismealinquiretheguestifhewishestohavesomemorecoffeeorteaorotherdrinksordessert3 SERVICEOFLUNCHBUFFETManagerZHostwill:- greettheguestatthepodium- escorttheguesttothetable- sittheguestatthetable- introducetheguesttoWaithelpandinformthespecificWaithelpwillinchargeoftheserviceprocess- unfoldandpresentthenapkintotheguestHostZWaithelpwill:- approachthetableandgreettheguest- servethehotfaceorhandtowel- collectthehotfaceorhandtowelback- approachthetablewiththedrink/snackmenuinhand- asktheguestifhewishestohaveafreshsqueezedjuiceorasoftdrinkoramineralwaterbeforehewishestoplacehisfoodorder- createthepleasantconversationwiththeguestwhiletakingthefoodandbeverageorders.- advertiseandmerchandisethettLunchBuffef,一upsellthedailyspeciality.- invitetheguesttothedisplaycounter(ifapplicable)- allowtimeforgueststomakethechoice- takethefoodorder-Ladyfirst,Hostlast- usescratchpadtotakethefoodorderandthanktheguestforthefoodorder- retrievethedrink/snackmenubacktothestation- postthefoodorderontotheMicrosincaseoftheMicrosisoutoforderthenuseuCaptainOrdeC- invitetheguesttovisitourdisplaycounter- assisttheguesttocarrytheplatetohistable- controlthequalityoffooditematthebuffetcounter- handletheflatwareduringtheservice- placeplatesoffoodinfrontoftheguest(logofacingtotheguest)- wishtheguestenjoyhismeal- checktheemptyglassesandofferfortheseconddrink(ifneeded)- removetheemptyglasses- returntothetableduringtheserviceofthemeal- guestleavingthetablemomentarily- cleartableswhentheguestsarestillseatedAFTERCLEARlNGTHEDlSHESWaithelpwill:- crumbthetable(ifneeded)- presentthedrink/snackmenutotheguest- assistguestinselectionofdessert- takethedessert/coffeeorteaorder- takethedrink/snackmenubacktothestation- postthedessert/coffeeorteaorderontotheMicros- addandplacecutleryonthetablefordessertservice(ifapplicable)- pickupthedessertorderfromthekitchenontheservicetray- servethedessertorder- servethecoffeeorteaorderAfterawhileandaftercleaningthedessertdishWaithelpwill:- askguestifherequiredadditionalservice- askguestforhiscomments- servethehotfaceorhandtowel- collectthehotfaceorhandtowelBILLPRESENTArnONIfPOSitiVe(yes)Waithelpwill:- gototheMicrosandprintoutthebillfortheguest- checkifthebilliscorrect(tablenumber,cover,foodandbeverageitems)- placethebill(face-down)inthebillfolder- presentthebilltotheguestwithapen,andplaceitontherighthandsideoftheguest(orwhereverpossible)- Thebillfolderwillbepresented"closed”totheguestWaitb、thetableforIftheguestisourroomguestWaithelPwill:1. Checksignature2. CheckNameinprint3. CheckRoomnumber4. GototheMicrostopostandre-checkifalltheseinformationar