Opening Procedures 领位员餐前准备工作流程

    WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 怎样/标准 TRAINING QUESTIONS 培训问题
    1. Punctual and ready to be on duty 准 时 到 岗 做 好 准 备 Hostess come to work punctually with a smile, clean uniform and well groomed. 迎宾员必须准时到达工作岗位，保持微笑，整洁的工装，得体的 化 妆 1. Why should you be on time? 为什么迎宾员必须准时到 岗？ Why should the uniforms be clean and pressed? 为什么制服必须干净且经过熨烫
    2. Check and connect the telephone 检查并连接领位台电话 Inform departments concerned and Information Communication Department that the restaurant staff is now on duty. ( including inquiry and reservation). 通知相关部门，告之餐厅已有人员当值. 1. Why should the departments concerned and IC Dep. be informed that the staff is on duty? 为什么通知相关部门，告之餐 厅已有人员值？
    3. Check reservations 检查预定情况 Check reservation sheet from the other departments (F&B Office, C/S and/Hong Kong Tea House reservation book） 由其他相关部门查询预定资料. （餐饮部办公室/宴会销售部/本部门预定本） 1. Why should you check the reservations? 为什么迎宾员需检查预定情 况？
    Arrange tables and place RESERVED signage on the tables. 安排餐位，将留座牌放置于已预定的桌上. 1. Why must tables be arranged and RESERVED signage placed on tables? 为什么安排餐位，将留座牌放 置于已预定的桌上?
    Re-confirm reservations that are more than 8 persons. 再次核实八人以上的预定情况有否变更. 1. Why must reservations that are more than 8 persons be re-confirmed? 为什么再次核实八人以上的预定情况有否变更?
    4. Inquire guest’s menu 询问客人菜单 If the guest does not have menu planned, inquire if he/she needs one to be arranged. Recommend the Chef’s Recommendation or Specials of the Day to them. Alternatively if the guests would like some special dishes, we should log information regarding the quantity, time, venue, seat number, etc. into the reservation book, informing the kitchen at the same time. If there are certain food items that we are not familiar with, please ask guest for his/her contact number, and inform manager to revert and handle. Check what the nature of the event is. Will there be any special VIPs attending the party? If yes, inform the management immediately. 若客人订位未有安排菜单，应询问客人是否需要代安排菜单或向客人推荐是日特别菜式或厨师精选，如客人有所需要，需要把 所订菜式，份量，时间，地点，台号等信息清楚记入于预定本 内，并同时将有关资料通知厨房当班者。如对某些菜式不太确 定，应留下客人联络电话，同时通知经理处理。应查询宴会性 质? 是否有特别贵宾出席? 如有，必需马上通知管理层。 1. Why should you inquire guests if they need us to arrange the menu? 为什么要询问客人是否需要代安排菜单？ 2. Why should you do to follow the menu? 为什么要跟进菜单？ 3. Why should you inform the management if there are special VIPs attending? 为什么有贵宾出席要通知经理处理？
    5. Inform supervisor / waiter staff to set up table 通知主管/服务员根据订位人数摆台 *Inform supervisor immediately for these kind of reservations (including special requirements). 将客人预定情况立刻通知主管.(包括客人特别求)*Inform waitress to set up table according to the number of people. 通知服务员根据订位人数来摆台 . 1. Why should you inform supervisor about the reservation? 为什么需将预定情况通知主管？
    6.Check the state of the menus, drink lists and bill holders 检查菜牌、酒牌、帐单夹 清洁状况 Hostess should always check all the menus, drink lists and bill holders to ensure they are clean and in good condition. 迎宾员应时刻检查所有菜单/酒水单/帐单夹，以确保它们的清洁。 1. Why should the menus, drink lists and bill holders always be clean and in good condition? 为什么要时刻保持菜单/酒水 单/帐单夹的干净，整齐？
    7.Control reservations and seats 控制及安排客人留座及入座 If there are some special requests from the guests, please inform your superior and arrange accordingly.所有留座客人的特别要求，需通知有关负责人员、确定根据客人要求做好相应安排.. 1. Why should you control reservations and seats? 为什么要控制及安排客人留座及入座？
    8.Greets guests upon their arrival and departure 问候到达和离开的客人 Wish them have a nice day/evening, and hope to see them again soon upon their departure. 在客人离开时，祝愿客人今天/今晚愉快！同时说希望能再次见到您。 1. Why should you greet the arrival and departure guests? 为什么要问候到达和离开的客人？
    9. Assist in service 协助服务 *Assist in service when the restaurant is busy, still monitoring the entrance at all times. Vice versa, the service staff should assist at the entrance when it is busy. 当餐厅生意忙时，协助餐厅服务，但需保持视线在入口区域范围内。如迎宾员正忙着为客人服务时，在其范围内任何服务人 员，亦需主动协助，舒缓情况。 *Serve/offer tea for guests who are waiting for their table or guests. 为等候座位或来宾的客人服务茶水。 1. Why should you assist in service when the restaurant is busy? 为什么需在餐厅生意忙时协 助服务? 2. Why should you offer tea or snacks to guests who are waiting? 为什么要为等候座位或来宾的客人服务茶吃?
    10. Check comments 查询客人意见 Walk around the restaurant and talk to the guests if there is more than one hostess on duty. Check for guest feedback / comments and refer to manager regarding any compliments and/or complaints that require further / immediate actions. Do not wait till the guests have left before informing the manager. 如果迎宾员人手充足时，可安排 1 人在餐厅与客人进行沟通，查询客人意见（表扬或投诉），并马上把有关意见转告经理， 好让问题可及时解决。 绝不可把客人投诉留待客人离店後，才通知经理。 1. Why should you check for guest feedback and/or comments? 为什么要查询客人意见?
    11. Check for belongings that guest brought along 检查客人的随身物品 Check with guests and ensure that they don’t forget to take their belongings, ie umbrella, coat, etc. 提醒客人不要忘记随身物品，如：雨伞等。 1. Why should you to check and ensure that don’t forget to take their belongings? 为什么要检查提醒客人随身物品?
    12. Greeter to fill in the guest record card 迎宾员需填写客人记录卡 Update guest’s history record. 更进客户档案记录。 1. Why should you fill in the guest record card? 为什么需填写客人记录卡?
    13. Note: 注意事项 Attend daily briefing, brief everybody regarding the VIP arrival list and schedule; She is responsible for keeping management informed on special requests of present day’s guests in their bookings; PDR details, arrangement of pre-set menus / booked items. 出席每天餐厅例会，提出会到餐厅的 VIP 名单及时间，负责把 资料通知管理层，提出是日客人特别要求，包房资料，已订餐 单安排等。