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1. Good morning /Good afternoon /Good evening.Room service.xxx speaking.How may I help you ?你好，送餐部。

2.Would you like some drink ?請問你要喝點什么?

3.Would you like some soup or appetizer to start with you meal ?Our daily soup is onion soup .Our daily specials are pork chop and seafood pizza。

請問你要不要先點頭盤或湯?我們今天的例湯是洋蔥湯，特選是豬扒和海鮮批薩。

4.How about you main cause ?主食你要點什么呢?

5.Would you like some dessert ?你要不要點些甜點呢?

6.May I have your room number ?請問你的房號是多少呢?

7.Thank you .May I repeat your order now ?謝謝你，請問我能重復您的點單嗎?

8.Your room number is xxx,You ordered xxx. Am I correct?您的房號是xxx，您點了xxx，對嗎?

9.Thank you for your calling .We will deliver your food in about 20 minutes.Good-bye .感謝您的來電，大概20分鐘后我會把食物送到您的房間。再見。

Room service

1.(knock at the door 3 times )Good morning / Good afternoon /Good evening .Room service .

2.Good morning /Good afternoon /Good evening .Mr /Miss xx,My name is xxx.May I come in ?你好，XX先生/小姐，我叫XX，我可以進來嗎?

3.May I put the tray /trolly over here ?我可以把托盤/餐車放這里嗎?

4.It’s xxx(open cover ,introduce food ,and cover it).Is it correct?

這是你點的XXX(打開蓋子，介紹食品，再蓋上)，您看對嗎?

5.Here is your bill ,sir/ma’am.Would you mind to sign it now ?It’s xxx(read the items).total xx RMB.這是您的帳單，麻煩您簽一下，這是XXX(讀出帳單上的菜名)。一共XXX元。

6.Thank you .May I remove the covers ?謝謝您，我可以把您的蓋子拿走嗎?

7.Is there anything I can do for you ?請問您還有什么需要幫忙嗎?

8.When you finish your meal .Please dial “2” to call us to remove the tray /trolly.

當你用完餐后請撥電話“2”我們將會為您提供收拾餐具服務。

9.Thank you .Enjoy your meal .Good –bye .

謝謝您。請慢用，再見。

Call back

Good morning /Good afternoon /Good evening .Mr/Miss xx . This is room service .xx speaking ,how’s your meal ?/Did you enjoy your meal ?May I come and remove the tray /trolly?

你好，XX先生/小姐，我是送餐部的員工，我叫XX。您的用餐愉快嗎?請問你現在方便讓我到您的房間把餐具收回來嗎?

送餐步驟：

1. 接到點單后，在紙上記錄好客人的要求。

Make a clear record about the guest’s need .

2. 輸電腦單，同時查清客人能否簽單。

Operate the computer to input the order .

A:如果客人能簽單，在帳單背面寫上客人姓名，并把筆夾在帳單夾內;

If the guest can sign the bill ,write down the guest’s name on the back of the bill, and put your pen in the bill holder.

B:如果客人不能簽單，在帳單背面寫上“NP”，并叫收銀員備好所需的零錢，根據情況給客人找錢。

If the guest can not sign ,write down “NP”on the back of the bill ,and ask cashier to prepare the change .Give the guest change if necessary when the guest pay .

3. 準備托盤或餐車：

Setup the tray or trolly :

A:如果所點的菜只需一個盤子，則用托盤，備好相應大小的蓋子。

Use the tray if only ordered one dish ,prepare a suitable cover .

B:超過兩個盤子的應使用餐車，冷菜放餐車上面，用蓋子蓋好;熱菜則一定放進保溫箱，如盤子尺寸太大不能放進保溫箱，則用蓋子蓋好放桌面。

Use the trolly when more than two dishes,the cold food should be put on the trolly and covered ;and put all the hot food in the warmer ;if the dish of a hot food can not put in the warmer (too big),just put on the trolly and cover it .

C:擺上胡椒鹽瓶及收餐卡，配好相應的餐具、牙簽和蘭花，配面包時一定配上黃油刀。

Setup pepper and salt shakers,prepare the cutlery,toothpick and orchid ,prepaer the butter knife if goes with a bread .

4. 如客人點西式菜品(不包括三文治，漢堡，批薩，亞式菜品)，則準備好面包、黃油、同時準備所需的如番茄醬、芝士粉、小沙律及其他客人需要的東西。

Prepare bread when guests order the western food (Excluding S/W, B/G ,PIZZA，Asian food).and prepare something necessary; ketchup,cheese,small salad ,and anything special needs .

5. 廚房做好菜后，擺放整齊，熱菜放進保溫箱，對著帳單再核對一下，無誤后把餐車推到電梯間等電梯。

When the food is ready ,cover it or put in the warmer .Check again ,and wait for the elevator