酒店毛巾服务标准操作程序.doc
STANDARD OPERATING PROCEDURE标准操作程序SERVING HAND TOWELS毛巾服务Task Number:任务号： CR-0008Department: 部门：F&B Chinese Restaurant餐饮部-中餐厅Date Issued: 制定日期：August 2013Guest Expectation: 客人期望：I expect that upon seating at the table, a clean hot or cold hand towel is served within 5 minutes, on a towel tray by friendly and efficient staff.我希望在入座后5分钟内会有友善的和高效率地员工在我的毛巾盘里放好干净的热毛巾或者凉毛巾Time to Train: 培训时间：20 minutes20分钟Why is this task important for you and our guests?为什么这项任务对我们的客人和你是如此重要？Answers 回答: 1. To maximize guest satisfaction可以满足客人的最大期望值2. To ensure the guest receives a clean towel with tray确保客人能够在毛巾盘里得到干净的毛巾3. To ensure the service staff is knowledgeable and confident serving a hot or cold towel确保服务员有足够丰富的服务热毛巾或者凉毛巾的技巧WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题General总序Hand towel will be changed during special meal period, i.e. crabs, shrimps, roast pigeon在一些特殊的菜品期间要换毛巾，例如：螃蟹，虾，烤乳鸽等Before the meal: Hot towels are served during winter and cold towel are served during summer.在用餐前：在整个冬天使用热毛巾，在整个夏天使用凉毛巾During the meal: Only hot towels are served在整个用餐期期间：只使用热毛巾After the meal: Hot towels are served during winter and cold towel are served during summer.在用餐后：在整个冬天使用热毛巾，在整个夏天使用凉毛巾After the menu as concluded and the tea has been served, hand towels will be changed. 在点菜结束后上茶时要换毛巾Why do you use hot towels in the winter and cold in the summer?为什么在冬天要用热毛巾在夏天要用凉毛巾？1) Pre-service towel procedure 准备毛巾的程序Make the towels wet with tap water.让毛巾在自来水中浸湿Squeeze the access water out of the towel so the towel remains damp.拧干毛巾多余的水分让毛巾湿润Fold the towel in half once and roll the towel tightly.把毛巾折叠一半然后紧紧地裹起来Why should the towel be wet?为什么毛巾要是湿润的？Why should the towel not be to wet?为什么毛巾不能太湿？WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题Place the towel neatly stacked in the warmer or chiller. (Special equipment)把毛巾整洁、优美地放进毛巾机里（特殊设备）Why should you roll it tightly?为什么要把毛巾紧紧地裹起来？2) Prepare the towel上毛巾Take the towel tong and place one towel out of the warmer / chiller and put it on the towel tray用毛巾夹在毛巾机里面夹出来一张毛巾放在毛巾盘里Place the trays on a service tray and proceed to the table.把毛巾盘放在服务托盘里然后上到桌面上Why should you use a towel tray? 为什么你要使用毛巾盘？Why should you use a service tray?为什么你要使用服务托盘？3) Serving the towel服务毛巾Say: “Excuse me, sir / madam or Mr. / Mrs. XXX, your face towel”Present to the left hand side of guest说：“对不起，先生/女士或者某某先生/某某太太，请用毛巾”(DRILL LANGUAGE)Why should the towel be on the left hand side?（专业用语） 为什么毛巾要放在左手边？Summary questions:1. Why should you use lukewarm water?2. Do you present towels to ladies first?3. When are hand towels served?4. Which towels are served in which season?5. Are towels given at each meal period? Now ask the Trainee to practice the whole task from start to end to test competency.5
