结账送客、电话点餐和客房送餐服务复习

嗨，晚上好，

小伙伴们！

我是龚老师。

时间过得真快，

又到了周末了。

今天我们要复习的内容有结账送客服务、电话点餐服务和客房送餐服务。

我们先来一起看看酒店餐饮服务中结账的环节。

一、结账送客

服务流程

结账是服务的尾声，看着简单，其实也是非常关键的一步，做好了，客人满意，我们开心；要是出点岔子忘记找客人买单，那可能就得自己掏腰包了。

首先，在客人不再加菜或酒水时，要提前核对好账单，确保客人的每一笔消费都记录了，金额也对。
然后，准备好POS机、发票机这些支付工具。一旦客人要买单时，就能准备好相应的工具并快速打印出账单，装进夹子里，带上签字笔和POS机一起拿给客人。
递账单给客人的时候，要礼貌地翻开账单夹，账单上的项目要清楚明了，让客人一目了然。如果客人对账单有疑问，耐心解释，确保客人明白每一项费用。
接下来就是收款了。不管客人是付现金、信用卡、移动支付还是挂房账，都要迅速准确地完成。如果是房账支付，别忘了让客人正楷签上房号和姓名，还要核对一下信息。如果是现金，要记得给客人找零，根据客人的要求为客人开具发票。
最后，别忘了当客人离开时，提醒他们带好随身物品，感谢他们的光临，并送他们到门口或电梯口。

客人离开后，要快速清理餐桌，准备迎接下一位客人。同时，记得在客史档案上记录客人的结账方式和特殊需求，这样我们才能不断改进服务，提升客人的满意度。

以下是配套的几个小练习，快来检测一下吧！

练习

二、接听客人点餐电话

服务流程

接下来我们来聊聊客房送餐服务中接听客人点餐电话的流程。这个环节有的酒店是总机负责的，而有些酒店是送餐部负责的。

首先，准备工作要做好。到岗后，要确保工作环境整洁、安静，检查电话、点单系统、打印机等设备是否运行正常。熟悉菜单和每日例汤也很重要，这样能给客人提供合适的建议。
接着，接听电话时要在三声铃响内接起，用礼貌的问候语和客人打招呼。如果没能及时接电话，要向客人表示歉意。然后，耐心询问客人的点餐需求，如果客人对菜品不熟悉，可以推荐我们的招牌菜或者根据客人的口味推荐。
记录好客人的点餐信息后，别忘了复述一遍订单内容，确认无误后再告诉客人大致的送餐时间，然后结束通话。
通话结束后，要及时将点餐信息录入系统，交给厨房准备，并关注送餐进度，确保菜品按时送达。最后，还要记录送餐服务的详细信息，以便于后续改进服务。

练习

1. What should an order taker ensure before starting their shift in the room service department?

A. The dining area is clean and tidy
B. The kitchen is fully stocked
C. The working environment is quiet and clean
D. The guest rooms are prepared

Answer: C
Explanation: The article emphasizes the importance of a quiet and clean working environment for order takers to focus on receiving phone calls.

2. What is the recommended action if a guest's call is not answered within three rings?

A. Let the call go to voicemail
B. Apologize to the guest for the delay
C. Ignore the call and continue working
D. Ask the guest to call back later

Answer: B
Explanation: The article suggests that if the call is not answered within three rings, the order taker should apologize to the guest for the delay.

3. How should an order taker address a guest when taking a room service order?

A. By using "sir" or "madam" only
B. By using the guest's full name
C. By using the guest's surname
D. It doesn't matter as long as the guest understands

Answer: C
Explanation: The article advises using the guest's surname to make the interaction more personal and to make the guest feel at home.

4. What is the appropriate response when a guest has a dietary restriction or allergy?

A. Confirm the guest's room number and proceed with the order
B. Ask the guest about their dietary restrictions or allergies
C. Suggest dishes without considering the guest's restrictions
D. End the call and ask the guest to order in person

Answer: B
Explanation: The article recommends asking guests about any dietary restrictions or allergies to accommodate their needs.

5. What should an order taker do if a guest's ordered dish is out of stock?

A. Ignore the issue and hope the guest doesn't notice
B. Apologize and suggest an alternative dish
C. Offer a discount on a different dish
D. Ask the guest to choose from the available dishes without guidance

Answer: B
Explanation: The article suggests that if a dish is out of stock, the order taker should apologize and recommend a similar dish as an alternative.

6. What is the recommended way to end a room service order call?

A. Thank the guest and provide an estimated delivery time
B. End the call abruptly to start preparing the order
C. Ask the guest to confirm the order via email
D. Provide the guest with a confirmation number only

Answer: A
Explanation: The article advises thanking the guest for their order, informing them of the estimated delivery time, and offering assistance for any further questions.

7. What is the purpose of recording the details of a room service order after the call?

A. To provide feedback to the kitchen staff
B. To keep track of the order for billing purposes
C. To monitor the quality of service provided
D. To document the guest's preferences for future visits

Answer: C
Explanation: The article mentions that recording the details of the order, including the time, items, special requests, and delivery time, helps in monitoring the quality of service and making improvements.

三、客房送餐服务

服务流程

点完单后，就要着手送餐服务的流程了，这个环节与客人在餐厅内用餐还是有很大差别的。

首先，送餐员得准备好送餐的装备，比如送餐车、餐具和菜盖啥的，然后检查菜品质量和口味，确保都符合标准。取餐的时候，要跟厨房沟通好，保证菜品按时送达。
送餐到房间、在敲门之前，要再次核对客人的账单，礼貌地敲门，等客人回应后再进去。进房间后，把菜品放在客人指定的地方，介绍一下菜品，并揭开菜盖。
结账的时候，要礼貌地询问客人想怎么付钱。记得，如果客人想挂房账，得提前查好客人的房间能不能挂账，避免来回跑。
最后，等客人吃完，记得及时回收餐具，问问客人对菜品和服务有啥建议或反馈。这些反馈很重要，能帮助我们改进服务。

送餐服务虽然看起来简单，但里面的细节可不少。希望大家通过前面的分享，能对客房送餐服务有更深的了解。

练习

1. What is the first step a room service attendant should do before delivering the food to the guest's room?

• A. Confirm the order and prepare the necessary equipment.
• B. Directly go to the kitchen to pick up the food.
• C. Knock on the guest's door and wait for a response.
• D. Check the guest's room for any special requests.

Answer: A. Confirm the order and prepare the necessary equipment.
Explanation: According to the text, the first step involves confirming the order and preparing the necessary equipment such as the serving cart, tray, warmed-up thermal box, tableware, napkins, comment card, etc.

2. What should a room service attendant do when they arrive at the guest's room?

• A. Immediately enter the room.
• B. Knock on the door and wait for the guest's response.
• C. Place the food outside the room.
• D. Call the guest to inform them of the arrival.

Answer: A Knock on the door and wait for the guest's response.
Explanation: The text specifies that the attendant should knock gently on the guest's door and wait for permission to enter.

3. How should a room service attendant ask the guest where to place the food?

• A. "Where would you like me to put the tray?"
• B. "Can I just leave the tray here?"
• C. "Where would you like me to place the food?"
• D. "Can I just place the trolley here?"

Answer: ABCD. "Where would you like me to place the food?"
Explanation: The correct phrase used by the attendant to ask the guest about the placement of food is provided in the text as "Where would you like me to place the food?"

4. What does a room service attendant need to do after placing the food in the guest's room?

• A. Immediately leave the room.
• B. Ask the guest if they need anything else.
• C. Start cleaning the room.
• D. Request payment on the spot.

Answer: A Ask the guest if they need anything else.
Explanation: After placing the food, the attendant should inquire if the guest needs any additional items, condiments, or services.

5. Which of the following is a correct way for a room service attendant to ask about the guest's preferred method of payment?

• A. "Will you be paying by cash or credit card?"
• B. "Do you have a room charge for this?"
• C. "How would you like to settle your bill?"
• D. All of the above.

Answer: D All of the above.
Explanation: The text provides multiple ways an attendant can inquire about the guest's preferred method of payment, including asking if they will pay by cash or credit card, if they would like to settle the bill, or if they have a room charge for the meal.

6. What should a room service attendant do after the guest has finished their meal and is ready for the dishes to be collected?

• A. Ignore the guest's call and wait for them to call again.
• B. Thank the guest, collect the dishes, and ask if they have any feedback.
• C. Leave a note for the guest on how to request dish collection.
• D. Only collect the dishes if the guest provides a tip.

Answer: A Thank the guest, collect the dishes, and ask if they have any feedback.
Explanation: The text instructs the attendant to thank the guest for their call, indicate that they will come to collect the dishes soon, and to appreciate any feedback the guest may have, which helps improve service.

OK,

今天的内容就复习到这了，

希望这些练习能帮助大家检测和复习之前的内容。

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我是龚老师，

我们下期再见！