CR-0010 HOW TO PRESENT A BILL

更新时间:2023-07-05 02:30:03 阅读：评论：0

		STANDARD OPERATING PROCEDURE
TASK: HOW TO PRESENT A BILL 任务：如何递账单
Task Number: 编号	CR-0010
Department: 部门	F&B – Chine Restaurant 中餐厅
Date Issued: 执行日期	Jan. 2008 2008年1月
Guest Expectation: 客户期望	That the correct bill is prented without any mistakes in a clean folder and timely manner by a friendly and smiling staff. 正确的账单放在干净的账单夹中员工要微笑礼貌的及时递给客人
Time to Train: 培训时间	20 minutes 20分钟

Why is this task important for you and our guests?

为什么这个课题对你和客人都很重要

Answers:

答案

1. To maximize guests satisfaction.

最大化提升客人满意度

2. To ensure the bill prented is the correct one

确保正确的递账单

3. To ensure the bill folder is clean

确保账单夹干净

4. To ensure the bill prented in a timely manner

确保账单及时的递给客人

5. To ensure the guest is thanked for coming to the restaurant

确保感谢客人的到来

STEPS 步骤	HOW/ STANDARDS 怎样做/标准	TRAINING QUESTIONS 培训提问
1) Print out the bill from the POS machine. 从电脑中打印账单	U personal code/swipe card to obtain approval to access. 使用个人编码/收银卡获得进入系统 Pick up table/bill number to print. 选择餐桌/oulm账单号打印	1. Why should you u your own card? 为什么要用自己的卡？
2) Check the bill. 检查账单	Check for the correct table, number of persons, food and beverage ordered items. 检查台号、人数、食品和酒水的点单是否正确 Add missing items if there is any. 如果有什么没入单的加入电脑 Check if the typing is clear & tidy enough. 检查打印是否干净整洁 Place bill into a clean bill folder with (working) pen and guest’s comments questionnaire. 将帐单放进干净的账单夹中酒店的笔（可用）及客人的意见表一起。	1. Why should you check the right table, etc? 为什么要检查桌号等是否正确？ 2. Why should you check the bill? pant什么意思为什么要检查账单？ 3. Why should you check if the folder is clean? 为什么要检查账单夹是否干净？ 4. Why should you make sure the pen is working? 为什么你要确认笔是好用的？
3) Prent the bill. 递送账单	Stand at the right side of the guest and say, “Excu me; Mr./Mrs./Ms./Sir/Madam XXXX, here is your bill.” 站在客人的右边说：“打扰一下，XXX先生gooff/女士，这是您的账单” Put the bill in front of the guest, open the bill folder, put a pen on it, point at total amount, but do not announce amount unless the guest asks you to do so. 将帐单递到客人面前，打开帐单夹，递给客人笔，指着总金额，但是不要说总金额，除非客人问。 Return change/slip and say, “Mr. / Mrs. / Ms. / Sir. / Madam XXXX, this is your first and final copy, thank you.” 找零钱winds/账单联并说：“XXX先生/女士，这是您的账单。” tape是什么意思Leave the questionnaire and pen behind and say, “Can we take a minute of your time to fill out the questionnaire and give us your feedback on the dining experience in order for us to improve our product and rvices? Thank you.” 将客人意见表和笔留给客人并说：“能占用您几分钟填一下表吗，请把您的意见和建议告诉我，我们可以给进我们的产品和服务，谢谢。”	(DRILL LANGUAGE) 1. Why should you open the bill folder for the guest? 为什么要为客人打开帐单夹？ dmt2. Why should you not announce the amount in front of the guests? 为什么不要再客人面前说出账单总金额？ 3. Why should you return the slip? 为什么要归还一联账单联？ 4. Why should you ask the guest the fill out the questionnaire? 为什么要请客人填写意见卡？
4) Bid farewell. 送别客人	Wish guest and say, “Have a pleasant day.” 送别客人并说：“祝您今天愉快。”	(DRILL LANGUAGE) 姚明的英文名1. Why should you bid the guests farewell? 为什么要送别客人？

Now ask the trainee to practice the task from start to end to test competency.

现在要求培训生练习课程的全部内容以测试培训效果

Summary questions:

问题摘要

1. elviraWhy should you u your own card?

为什么要使用自己的卡？

2. Why should you check the right table, etc?

圣诞节的英语为什么要检查桌号是否正确等？

3. Why should you check the bill?

为什么要检查账单？

4. Why should you check if the folder is clean?bothering

为什么要检查账单夹是否干净？

5. Why should you make sure the pen is working?

为什么确认笔是好用的？

6. Why should you open the bill folder for the guest?

为什么要为客人打开帐单夹？

7. Why should you not announce the amount in front of the guests?

为什么不要再客人面前说出账单总额？

8. Why should you return the slip?

为什么要归还一联账单联？

9. Why should you ask the guest the fill out the questionnaire?

为什么要请客人填写意见卡？

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