F&B - Service洲际集团 服务标准

Smart Start Food and Beverage
What is a Service Benchmark? 什么是服务基准
Above benchmark
高于基准 But will the guest get the same 和客人想的一样 experience during their next stay? 下次到店还可以有好的经历
Benchmark 服务基准
Below benchmark
低于基准 “Why wasn’t I told about the a la carte menu?” 为什么我点的菜没有？
Below benchmark
低于基准 “Why was I seated at a dirty table?” 为什么我坐的桌子脏？
对于基准10项需要铭记 对于基准 项需要铭记
Number 10 第十
Managers and Supervisors are here as SUPPORT. If we are in danger of failing in service we will call for help. 经理与主管总是随时给予支持， 经理与主管总是随时给予支持，当我们遇到困难需要帮助时
Only 10 Things to Remember and You are at the Benchmark
对于基准10项需要铭记 对于基准 项需要铭记
Number 6 第六
We will always lead guest to their table. 我们将总是引领我们的客人去他们的桌子
Only 10 Things to Remember and You are at the Benchmark
Only 10 Things to Remember and You are at the Benchmark 对于基准10项需要铭记 对于基准 项需要铭记
Number 1 第一
SMILE and greet all guests in our field of vision. 微笑和问候在我们的视线内 (Look up.) 关注 (Make eye contact.) 目光接触
(Keep your cards with you.) 把卡片随身带着
Food & Beverage餐饮 餐饮
Service is Offered. Not Asked.
服务时主动的不是被动的 1. SMILE and greet all guests in our field of vision. 微笑和问候在我们的视线内 2. We will always inspect our sections prior to service. 我们将总是检查我们的服务区域 3. We will introduce ourselves to guests. 我们总是把自己介绍给客人 4. We will take personal responsibility for the guest experience. 我们将为客人的体验尽我们的职责（尽职责满足客人的需要） 5. We will promote the outlet / hotel. 我们将提升我们的部门与酒店 (“Welcome to Planters Inn / Crowne Plaza”.) 欢迎来到“xxx酒店” 6. We will always lead guests to their table. 我将总是引领客人到指定的餐桌 7. We will always offer a second drink before the first drink is finished. 我们将及时给客人添加酒水当第一杯喝完时。 8. We will always know and explain the product and timing of the menu. 我们将总是知道并及时解释餐单产品 9. We will always thank guests for their patronage on departure. 我们将总是感谢客人的关顾在客人离开时 10. Managers and supervisors are here as SUPPORT. If we are in danger of failing in service we will call for help. 经理与主管总是随时给予支持，当我们遇到困难需要帮助时
Clear Expectations实现期望 实现期望
Control the Environment 控制环境
If there is no-one on the driveway / Ambassador then move resources, even if it is
如果没人去带领运用这10项 如果没人去带领运用这 项
What is the Goal of Managers? 什么是管理人员的目标
Benchmark
Simple… Support the staff to achieve the Benchmarks 简单…支持你的员工完成基准 简单 支持你的员工完成基准 Motivation, Career Planning, Guidance, Training, Tools, Leadership 激励，职业规划，指导，培训， 激励，职业规划，指导，培训， 工具， 工具，领导能力
Only 10 Things to Remember and You are at the Benchmark
对于基准10项需要铭记 对于基准 项需要铭记
Number 2 第二
We will always inspect our sections prior to service. 我们将总是检查我们的服务区域
YOU!你！ 你 If service is not being delivered then... 如果服务没有到位接下来 … ACTION!行动！ 行动！ 行动
Clear Expectations实现期望 实现期望
You are accountable. 你负起责任
Your job is to ensure service delivery. 你的工作是确保服务的到位 Once you have mastered leadership in service, the sky is the limit. 一旦你具备服务的领导能力，你将运用自如。 一旦你具备服务的领导能力，你将运用自如。
What is the goal of a Senior Manager? 什么是高级管理人员的目标
Benchmark
Ensure Growth and Development and... Benchmarks 确保不断成长与发展 等… 基准
What is Service?什么是服务
Service is Offered, Not Asked. 服务是主动的不是被动的
对于基准10项需要铭记 对于基准 项需要铭记
Number 7 第七
We will offer a second drink before the first drink is finished 我们将及时给客人添加酒水当第一杯喝完时。 我们将及时给客人添加酒水当第一杯喝完时。
Only 10 Things to Remember and You are at the Benchmark
A benchmark is the service standard 基准是服务标准
What is the Goal of any IHG Team? 什么是我们IHG团队的目标 团队的目标 什么是我们
Benchmark
Simple… Maintain the hotel’s Benchmarks 简单….保持酒店的基准 简单 保持酒店的基准
Assistant Managers’ Duties 助理经理值班
Teams strive to achieve service Benchmarks. 团队努力去实现基准 Daily coaching, training leadership. 每日的引导， 每日的引导，培训领导
Restaurant managers and supervisors to ensure Service Benchmarks are Achieved
Clear Expectations实现期望 实现期望
You are accountable. 你应负起责任
Implementation Guides
Service is simple. Remember these 10 Service Benchmarks and you can’t go wrong. 服务很简单：记住这10项服务基准 你就不会做错。 项服务基准， 服务很简单：记住这 项服务基准，你就不会做错。
对于基准10项需要铭记 对于基准 项需要铭记
Number 4 第四
We will take personal responsibility for the guest experience. 我们将为客人的体验尽我们的职责（尽职责满足客人的需要） 我们将为客人的体验尽我们的职责（尽职责满足客人的需要）
对于基准10项需要铭记 对于基准 项需要铭记
Number 8 第八
We will always know and explain the product and timing of the menu 我们将总是知道并及时解释餐单产品
Onl and You are at the Benchmark
餐厅经理和主管确保服务的基准得到实现
Assistant Managers’ Duties 助理经理值班
AMs set the service standard. 助理经理指定服务标准