情境導入客人為什么拒絕結賬？01/03/中餐點菜的基本服務流程ServiceproceduresoftakingorderinChineserestaurant點菜前的準備工作Preparationbeforetakingorder02/點菜服務的方法Themethodofdish-orderingservice04/點菜推銷的語言技巧Thelanguageskillsofsellingthedish一、點菜前的準備工作Preparationbeforetakingorder1.了解菜單上菜肴的制作方法、烹調時間、口味特點和裝盤要求。Befamiliarwiththerecipe,cookingtime,flavorcharacteristicsandtherequirementsofputfoodintoplate.2.了解菜單上菜肴的單位，即一份菜的規格和分量等，通常以大盤、小盤、斤、只等來表示。Knowwellabouttheunitsonthemenu.3.掌握客源國和地區的飲食習慣和菜肴知識，了解客人口味及飲食需求，便于做好建議。Masterthedietaryhabitsanddishesoftheguestcountriesandregions,andbefamiliarwithguest’stasteanddietaryrequirementswhichcouldgivebetterrecommendationstotheguest.4.掌握不同人數的客人所需要菜肴的組成和分量。Tomasterthecompositionandcomponentsofdishesrequiredbydifferentnumbersofguests.5.掌握上菜順序、時機和作料搭配。Mastertheordersequence,timingandseasonings.二、中餐點菜的基本服務流程ServiceproceduresoftakingorderinChineserestaurant遞送菜單Deliverymenu通常由迎賓員（host/hostess）deliverthemenutotheguest。若沒有，遞菜單時將菜單第一頁打開遞送到客人面前問候客人-------接受點菜Greeting,thantakeorderGreeting

（請學生示范標準問候語）點菜時站在客人左側，身體略向前傾，認真傾聽客人的敘述介紹、推薦菜肴Recommendation熟悉菜單，做到了如指掌Familiarwithmenu觀察客人的行為、衣著、品味等Observetheguest’sbehavior/dressing/personaltaste記錄內容，復述確認Recordandrepeattheorderinformation(includingdrinksandotherspecialorder.Then,takethemenubackandsay:“holdon,please.”在接受客人點菜時，服務員要掌握方法并具備靈活處理問題的能力。Whentakingordersfortheguests,thewaitershouldmasterthemethodandcouldhandleproblemsflexibly.

現代飯店管理之父埃爾斯沃思?密爾頓?斯塔特勒是指按冷菜、熱菜、酒水、主食的程序進行。Thismethodreferstotheorderprocessofcolddishes,hotdishes,drinksandstaplefood.是指向客人推薦店內的招牌菜、特色菜、時令菜、創新菜等。Themethodistorecommendtherestaurant'ssignaturedishes,specialties,seasonaldishes,innovativedishes,etc.按顧客的消費動機來推銷。Thismethodreferstosellingdishesaccordingtocustomer'sconsumptionmotivation.按照顧客的特性來進行推銷。Thismethodissellingaccordingtothecustomer'scharacteristics.1.推薦點菜法Recommendationmethod4.心理點菜法Psychologicalordering3.推銷點菜法Salespromotionmethod2.程序點菜法Alacarteorderingmethod三、點菜服務的方法Themethodofdish-orderingservice四、點菜推銷的語