1、餐饮服务模块FOOD&BEVERAGE SERVICE MODULE“如何更换烟灰缸”“How to Change an Ashtray”泉州万达文华酒店将以亲切高效的服务，盛情款待所有本地和国际的宾客。Quan Zhou WandaVista wants all of our Local and International Guests to be provided with warm,gracious and efficient hospitality.为树立酒店的品牌形象，我们必须始终如一地让宾客留下深刻美好的第一印象。It is very important for the Brand
2、 image of the Hotel that we consistently create a strong,positive first impression.前言Introduction 前言Introduction 我们要让每一位客人感受到万达温情！We want every Guest to feel the Wanda Touch!让我们成为“优态使者”，灵活主动，真诚待客。Let us delight our guests with our enthusiastic service attitude demonstrated through Flexibility,Initia
3、tive,Teamwork and Sincerity.目标Objective到这次课程结束的时候，我们的目标是要确保你学会如何按照我们酒店的标准，自信地“更换烟灰缸”。By the end of this Session,our Objective is to ensure that you have learned“How to change an ashtray”with Confidence,and according to our defined Standards.有问题吗？Any Questions?1.取干净的烟灰缸Collect clean ashtray从哪里拿取干净的烟灰
4、缸？Where do you pick up clean ashtrays from?服务边台 Side station 当我们拿取烟灰缸时应该注意什么？What should we check when picking up ashtrays？烟缸干爽洁净且无裂缝、缺口 Clean,dry,not cracked or chipped 使用什么拿取烟灰缸？What should you use to pick up ashtrays?干净的圆托盘 Use a clean round tray 2.靠近餐桌Approach table应该如何靠近餐桌？How do we approach th
5、e table with clean ashtrays?发自内心的微笑 Smile as we really mean it 保持眼神接触 Make eye contact 保持良好的姿势 Maintain good posture 2.靠近餐桌Approach table 口齿清晰，语速适中 Speak slowly and clearly 你应该对客人说什么？What do you say to the guest?“先生/小姐，打扰一下。可以帮您换一下烟灰缸吗？”“Excuse me Sir/Madam.”May I change the ashtray?2.靠近餐桌Approach t
6、able什么时候需要更换烟灰缸？When do we need to change the ashtray?更换餐桌 上有2个或以上烟头的烟灰缸 （每个烟缸内烟头不能超过两个）Change the ashtray that has 2 or more cigarette butts (Should not be more than 2 butts on each ashtray)如果烟灰缸上有点燃的香烟，暂不需要更换 Do not change ashtray if there is a lidded cigarette on it 3.拿干净的烟灰缸Take clean ashtray 你应
7、该如何拿烟灰缸？How should you hold an ashtray in your hand?手掌放在烟灰缸顶部 Put your palm on the top of ashtray 用五指紧握烟灰缸 Grip ashtray firmly with all five fingers 4.覆盖脏的烟灰缸Cover soiled ashtray 你应该如何用干净的烟灰缸更换脏的烟灰缸？How should you change the soiled ashtray with the clean one?把干净的烟灰缸覆盖在脏的烟灰缸之上 Place clean ashtray on
8、top of the soiled one to cover it 为什么必须把脏的烟灰缸覆盖？Why must you cover the soiled ashtray?防止烟灰到处乱飞 Prevent ashes from flying all over 5.放下脏烟灰缸Release soiled ashtray on tray 应该如何放下脏的烟灰缸？How should you put down soiled ashtrays?五指紧紧抓住2个烟灰缸轻轻地放回托盘 Grip both ashtrays firmly with all fingers gently place it d
9、own on your tray 松开手指并把烟灰缸同时放下 Open your fingers to put both ashtrays down 需要确保什么？What must you ensure?小心放在托盘上避免烟灰飞出 Place them carefully on your tray without flying ashes 保持平衡 Maintain a good balance 6.把干净烟灰缸放在餐桌上Place clean ashtray on the table你应该如何把干净的烟灰缸放在餐桌上？How should you place the clean ashtr
10、ay on the table?将另一个干净的烟灰缸轻轻地放回餐桌上 Place another clean ashtray quietly on the table 标准核对Checking the Standard 问题Questions从哪里拿取干净的烟灰缸？Where do you pick up clean ashtrays from?当我们拿取烟灰缸时应该注意什么？What should you check when picking up the ashtrays?使用什么拿取烟灰缸？What should you use to pick up ashtrays?拿取干净的烟灰缸后
11、应该如何靠近餐桌？How do we approach the table?标准核对Checking the Standard 你应该对客人说什么？What do you say to the guest?什么时候需要更换烟灰缸？When do we need to change the ashtray?你应该如何把烟灰缸拿在手上？How should you hold ashtray in your hand?你应该如何用干净的烟灰缸换脏的烟灰缸？How should you change the soiled ashtray with the clean one?为什么你必须把脏的烟灰缸覆
12、盖？Why must you cover the soiled ashtray?标准核对Checking the Standard 更换后你应该把2个烟灰缸放哪里？Where do you place both ashtrays?你需要确保什么？What must you ensure?应该如何放下脏的烟灰缸？How should you put the soiled ashtrays down?你应该如何把干净的烟灰缸放在桌子上？How do you place a clean ashtray on the table?请问此项工序与餐饮部经典20条中的哪一项相关？Which item of F&B Top 20 is this task referred to?Any Questions?有问题吗？Thanks
