送餐房间服务程序

Service Steps 服务步骤Conversation Sentences

所用服务用语

Standard & Procedure

标准与程序

1）Entering a Guest Room 进入客人房间

“Good Morning, Room Service”

“早上好，送餐部。”

“Good morning Mr./Mrs. ... (get guest’s name from

your report), My name is Kim... and I will be serving

your breakfast.May I come in?"

“早上好，王先生，我是送餐部的Kim为您服务早

餐，我可以进来吗？”

1.Associates position themselves in front of the guestroom security viewer with their name tag visible to the

guest; 员工要在敲客人的房门以前将自己的仪容整理好并带好名牌，在客人可以通过门镜清楚看见的

地方站立好。

2.Press doorbell or knock on the door and announce “Room Service”按铃,问候客人

3. If no answer, pause 10 seconds before knocking or ringing a second time, pause again.如客人没有回应，

10秒钟后再按铃等候客人回应。

4. If the "DND" sign is on or these is no response, use the nearest floor pantry phone to inform guest the order

is ready. 如果客人房间门口挂着“请勿打扰”牌或无回应，使用最近的管家部楼层电话通知通知客人

餐已近准备好了。

5. If guest is in, wait until guest opens the door and introduce yourself. 如果客人在房间一定等到客人开

门，并介绍自己。

2） Service in the Guest Room

在客人房间里服务

"May I put the trolley/tray here?"

“我可以将餐车/托盘放在这吗？”

"May I serve the drink now?"

“我可以现在服务您的饮料吗？”

"May I open your wine?"

“我可以为您开酒吗？”

"May I take the hot dish out of warmer?"

"我可以把热菜从保温箱里拿出来吗？"

1.Check the order once again before knocking on the guestroom door. 敲门之前应检查客人的点单.

2.When

approaching the guestroom, check the guest bill if it matches the room number. For doorknob menus, check

the room number on doorknob menu to ensure it matches with the room number and the bill. 来到客人门前应

首先看房号，然后核对门把手菜单及帐单上的房号是否一致 3. Upon

entering the room, the Room Service attendant will introduce themselves to the guest as per hotel standards and

in a proper tone.进入房间之前应介绍自己。(使用酒店标准)

4. Ask the guest where should place the trolley&tray. If the meal is on a trolley, fold the both flaps out to

increase the guest’s eating area. 应礼貌询问客人餐车或托盘是否可以放在指定位置，如果是餐车，应将

餐车两个侧面都打开。

3）Serving Toast in the

Guest Room

在房间里服务吐司“How would you like your toast to be served, light

color, brown color or dark？”

“您想要几片、哪种面包、烤成什么程度？”

1.According to the guest orders, get the toaster, tongs and breadbasket and napkin ready. 根据客人的点单，

准备好吐司机、夹子、面包篮、口布。

2. Make sure the toaster, tong and basket are clean.. 确保吐司机、夹子、篮子干净。

3. When in the guestroom, push the trolley near the socket in order to reach the plug. If needed, you can use the

extension board. 进入客房后将餐车推至电源插座附近，如需要应使用接线板。 4.

Before serving the toast ask the guest how would the toast be prepared. 在服务之前应先询问清楚客人想要

几片、哪种面包、烤成什么程度。

5. After toast is served, make sure the toaster has been switched off and disconnected. 烤完后应确保关掉电源

并将插头拔下。

6. The toaster control sheet will be used for follow up and communication. The toaster control sheet must be

kept at all times in the Room Service Office. 应使用吐司机控制表来管理吐司机。并且应长期保存记录。

7. Once the toaster and tongs are returned, they must be cleaned right away, and ready for next use.收回的用

具应彻底清洁并准备好待用。

IN ROOM SERVICE SEQUENCE