SERVICE SYSTEMSSALESA high level of standard that we want to meet我 们想接触高标准What is Benchmark ?Who is our benchmark ? Why?We should look at Shangri-La being in this industry and yet consistently maintaining a very high level of service我们应该看到在这个行业中香格里拉依旧维持着一种高的服务标准Can we achieve it ?我们能胜任吗?Of course we can绝对可以We need to focus in what we are doing and always seek to improve我们需要关注我们总是在做什么What are the 5 most important points you will need to know by heart from the BEO ?从宴会定单中我们最需要知道的5点是什么1.Function name典礼名称We have to know the name of the function that we are taking care我们必须要知道我们关注典礼的名称2. Organizers name组织者名字To know our one point of contact for the day知道宴会当天有联 系的要点What are the 5 most important points you will need to know by heart from the BEO ?3. Set up instruction 摆放指示 The room should be set up according to the requirement stated in the set up column 在摆放专栏中应该按要求摆放物品4. Programs程序 Knowing the program is very important as you will know the VIP, guest arrival and departure time. We exactly, and also the entire flow of the function 当你知道是VIP时程序是非常重要的,必须确保客人到达和离开时间. 我们需要严密的了解整个典礼流程4. What information do you need to take an accurate reservation?What are the 5 most important points you will need to know by heart from the BEO ?5. Billing instruction演员表 To know the mode of payment for the function and to follow up 知道用何种方式去应付并且进一步了解Setting a coffee break counter1.Arrange the table accordingly 根据实际情况摆台 2.Ensure the glass table is clean and in good condition 确保玻璃杯是干净并且状况良好 3.Arrange the saucer in a diamond shape 把茶碟摆成菱形 4.Arrange the coffee cup on the saucer with its handle at 5oclock 把咖啡杯放在茶碟上以5点钟方向摆好 5.Arrange the tea spoon on the saucer facing 5 oclock 把咖啡勺以5点钟方向摆好 6.Place one sugar and creamer set per table Holiday Inn logo at the top ( Make sure you have white, brown and sweetener with fresh milk ) 在每个桌子上摆上糖和奶盅并把假日酒店的标志摆在前面（确保 有黄糖,白糖,以及怡口糖和新鲜的奶盅)4. What information do you need to take an accurate reservation?Setting a coffee break counter7. Place two green glass bowls with Holiday Inn cocktail napkin under neat 放置绿色的杯子在干净的假日酒店鸡尾酒餐巾上8. Food counter should have a nice decorations, B/B plate, dessert fork an cocktail napkin 食品展台应该有个美观的装饰，如有面包盘，甜品叉和鸡尾酒餐巾9. To spare some ice water and hot water at the coffee counter with silver handle tray and glass 用银制把手的盘子和杯盛放少量的冰水和热水在咖啡柜台上10. Wooden dummy waiter with big oval tray 有侍者准备好大的圆形托盘11. To have a dustbin at the back of the counter 在柜台后面准备一个垃圾箱12. Lemon slice , mint leaf and ice 准备柠檬片，薄荷片和冰块。Serving a coffee break服务茶歇1. Dont smile不微笑 2. Look down俯视 3. Prepare a coffee half and hour before 准备一杯咖啡半小时 4. Dont open the chaffing dish and the plastic wrapper 不摆放骨碟和塑料包装物品 5. Dont put any food tag不给食物加标签 6. Use the wrong dummy waiter用了错的侍者Chinese Table Set Up中式台面摆放1.Lay out table 展示桌面2.Lay out table cloth 摆开台布3.Place the turntable on the center of the lazy Susan 在桌子中间摆上转盘4.Place B/B plate from the centre facing the entrance 摆放面包盘从这个中心并面对入口5.Place soya sauce dish on top of the B/B plate 放置酱油在面包盘上6.Place the Chinese tea cup on the right hand side of the soya sauce dish放置中式茶杯在酱油盘的右边7.Place the rice bowl and the Chinese spoon on the left hand side of the soya sauce dish摆放米饭碗和中式调羹在酱油盘的左 手边8. Place the soup bowl and spoon underneath the lazy Susan 在转盘旁摆放汤碗和汤勺9.Place the chopstick folder and chopstick next to the Chinese tea cup摆放筷架和筷子靠近茶杯10. Place the folded napkin on the B/B plate在面包盘