ktv服务流程（KTV service process）

ktv服务流程（KTV service process） ktv服务流程(KTV service process) Service flow of platinum platinum International Entertainment Club Reception service flow First, the guests ready: 1, according to the standard position to stand in front of the hall to the guests Damen 1.5 meters to 2 meters to the guests bow, and welcome (MR / MS, good evening, Welcome blue, platinum). Salute all the staff unanimously the binocular, abdomen and chest, while the bow 35 degrees greetings. 2. Ask the guest if he has a reservation (Sir / madam) do you have a reservation? A, have a reservation: What's your reservation number, please? Excuse me for your name? After confirmation, take the guest to his assigned area and transfer the guest to regional manager or account manager. B, no reservation: A has a fixed room: Excuse me, sir / madam. How many are you? Introduce the basic situation of the club, according to the guests need to bring to the corresponding regional managers and customer managers. B indefinite room: Mr / MS, I'm very sorry, the rooms are full, and suggestions please guests at the reception hall to wait, if there is room for the first time we will arrange for you, if the guest is willing to wait for the guests should promptly arrange everything, if the guest is not willing to wait, once again apologize to the guests, and told the club booking welcome guests to visit next time. Two, vice leader process 1, take the guests to the appropriate compartment, and after the guests identified, immediately use walkie talkie will open room information inform the cashier to open the room. Ask if you are familiar with DJ/ PR and request service. 2, if guests need to visit, will be led by the relevant regional management or customer manager. KTV compartment service flow 1. Lead guests into the room: A, when the area management personnel or customer manager will be the guests to the room door, should be active and enthusiastic to open the door, standing in the door left hand (right hand) side hold the door handle gently pushed open the door, the right hand five fingers, palms upward, back down to do "please" position lead guests into the room. B, the guests seated DJ or waiters should introduce myself, "good night, sir / miss, Welcome Cumberland platinum international entertainment club, this is my room DJxxx, very glad to serve you and then send the napkin and ask the guest to use the corresponding. Hang the coat for the guest (remind the guest to keep their valuables carefully). 2, open the electrical equipment: room air conditioning, lighting, sound box to the guest satisfaction degree and the TV amplifier open, ask the guests to watch TV or listen to music or sing Cara OK, (such as watching TV should seek loving guests). 3, on the fruit, snacks: conveyor staff will be fruit, snacks to the compartment door, the waiter or DJ hands, the fruit, snacks end to the stage. DJ and the staff should be on the coffee table in front of half squat ten cm fruit will put the central position on the coffee table, placed on both sides of snacks, please guests. The DJ member can pick up the paper towel with his left hand, insert a piece of fruit with a fruit fork in his right hand, or divide the fruit with a fruit dish. His hands are given to the guest and say, "please slow down" (in the principle of "ladies first"). 4, a single point: the enthusiasm of the consumption of the rooms, and ask the guest to drink what drinks and snacks, when guests shilly-shally when want to introduce the guests club and drinks produced characteristics and taste, guide and help the guests to choose. Repeat what the guest ordered so as not to make a mistake and enter the computer, Determination alone, then ask the guest to wait. And fill in the room card. 5, produced: A, when the product was delivered by the conveyor, DJ took the product and sent it to the private room, giving the guests a test in time and opening the drinks for the guests. B, bartender: such as wine, should ask the taste of the concentration of guests, and then adjust the drinks according to the needs of guests. C: first, try wine will adjust the good wine pour a small cup invite guest try, the concentration of satisfaction after the other guests to pour. D, Zhenjiu: first guest host, first lady or gentleman from left to right, from right to left. 6, song: the initiative enthusiasm to consult the views of the guests, and seriously quick to guests on demand songs. In case of reservation, the guest should volunteer to request a concert with the public relations officer. Make full use of your entertainment skills and try your best to improve the atmosphere of the private guest. 7, halfway service: A, in the service process, pay attention to the desktop can not have traces of water, toothpicks, peels, empty cups and empty bottles, the ground can not have paper towels and other dirt. B, the table is empty, the cup will be poured, pay attention to the guests at any time cigarette, change the ashtray frequently (ash to three cigarette butts prevail), keep the room clean and tidy. C, DJ in the service process, with good public relations or customer manager to sell drinks and food for the company, always pay attention to the guest's room and eating trends, four frequently (hands, mouth, eye ground, foot ground) to accurately determine the requirements of the guests, do answer, ". D, private room atmosphere: with the customer department and public relations staff to do a good job room atmosphere, so that guests have fun, linger, need to serve DJ, according to customer preferences flexible use. Communicate with guests, try to get closer to the guests, leave the guest's telephone number, make friends with the guests, and let the guests be loyal customers of you and the company. E, remind consumption: in appropriate circumstances, according to the guests to remind you of the current consumption situation, please ask, still need a bottle of wine? This will make it difficult and unnecessary for guests to get drunk and pay for the bill. F, re selling: as much as possible to sell wine, drink can not be finished, you can deposit, improve single room consumption, production department can be appropriate through the room, the customer service and public relations colleagues to promote. G in the event of new guests or managers entering the room, all DJ shall rise and give way, and greet, "good evening, welcome, sir / madam, this way please." please direct the guest to sit. If the first guest, DJ also should stand up and welcome, as the guests stood out, the main DJ should immediately stand up and sketch direction, the guests leave, DJ should be opened his hands and said: "thank you for coming, please take care, welcome to you next time." 8, checkout: A, check before: check if any items are damaged or not. B when the room guest asks for the check, the DJ asks the guest what he needs first, and says, "Sir / madam, please wait a moment". The consumer card is handed over to the district manager immediately and is paid by the district manager to the checkout counter. District managers to get the bill, should carefully verify the room number and related data, without mistake, with the cashier folder to the bill to the compartment, into the room, politely ask the guests who pay the bill? After the confirmation, the cash will be handed to the guest by both hands, and the amount shall not be stated, if the guest uses the platinum VIP card, You should first look at whether some cards can be used in the company, and politely to the guest ID card to the registration counter, and cash or platinum VIP card sent to the cashier as soon as possible, as guests will change when the tip issued, should thank the guest and timely find redemption money tips box and do the registration. If the guest needs to invoice, should truthfully open to the cashier, not to open or false invoices, pay after the completion of exit room, should be off again to say thank you and welcome next time. 9, see: when guests up, DJ members should take the initiative for the guest opened the door to remind guests to take their belongings, and said: "please take care, are pleased to provide this service to you, welcome to the next visit, also should take the initiative to take guests to the elevator door in good lift to show respect. 10, finishing work: after the guests left, first close the room acoustics, electrical equipment, check the ground, carpet without burning cigarette butts, such as timely quench, especially the dead zone and a sofa. Notify the PA of cleaning and washing if there is any chewing gum or where the guest is vomiting. Conveyor workflow 1, when the computer ticket after playing, the conveyor member of the computer ticket for signature confirmation, who signed who is responsible for. 2, after signing the words, the transmitter hand second small ticket, to the clerk out of the goods to check, confirmed after the error, speed to the room outside the door. 3, in the compartment, the carrier should carefully check room cards, check the items sent, and signed confirmation. 4, in the package, the transfer member drinks or coffee table to prepare buffet, DJ room, by the DJ wine tasting and other services, and then back three steps and turned to leave, there is no room outside the rooms DJ notification service attendant. 5. The courier will return to the production department immediately after serving the wine. Stand upright and wait for the next production. 6, for the first time the guests settled, produced in large amount, all produced first fruit, small food drinks,. 7, the conveyor to guests to see the drinks, in the bar to return to the table to sign, return or supplement after signing again. 8. The transmitter shall return the remaining drinks to the bar to fill in the recycle order after the guests leave. 9, the conveyor to the higher level of the task to take the initiative, and quickly completed. 10, the conveyor in the middle of the transmission can not compete with the guests, the way to say hello, if you need to cross, you must first apologize. 11, conveyor to foreign wine with ice, red wine, in addition to ice, but also with the bottle opener, lemon dish. 12, when the conveyor finds that the drinks do not match the ticket, check with the clerk. 13, the conveyor found that the goods and the room card does not match, to check with this compartment DJ, find out the reasons (such as the wrong room sent, DJ wrong number). 14, the kitchen products, first after the cold, hot, the quality of food out of doubt, we must inform the higher level, and then produce. 15, the transfer of gifts, such as gifts of fruit, birthday cake and so on, to inform the host or guest, which DJ in charge of which manager to present?. 16, transfer member received guests wine storage requirements, when guests check the number of drinks wine, into the bar, by the number of member check, seriously registration wine storage card, take the card to inform you of the wine and wine by the guest guest check card. 17, after receiving the wine requirements, in the guest side to check the number of wine, date expired, and then take wine from the bar. Production workflow 1. Take care of the floor and table top of the bar. 2, check sales report yesterday, for the beverage inventory checked, in succession shall sign on the record, and according to the sales report yesterday, make corresponding supplement drinks, and understanding of the warehouse, whether the wine is temporarily out of stock, to prevent the business to sell off. 3, the bar required low quality of consumables (such as printing paper, paper toothpicks, etc.) 4. Good understanding of ice maker ice production. 5 rooms, payment of spare items, and completes the registration (such as Evian watering or display). 6, the water in the freezer to add beer, in case the guests can not drink cold beer and complaints. 7, check the machinery and equipment, if there is a problem, Li told the engineering department for maintenance. 8, in strict accordance with the production specifications produced, to ensure the quality of products, see a single shipment. 9, in order to improve the speed of production, all products as far as possible with plastic basket, a small amount of snacks, towels, drinks, you can use the tray. 10, when the production of foreign wine to follow the ice, red wine in addition to ice, but also with the bottle opener, if someone brandy, to do a good deal of statistics, keep up with brandy cup, after the guests go, to recover cups. 11, when the production department must correct product produced the corresponding quantity of goods, shall not be false, again. 12, all gifts must be received a gift form, in case of special circumstances, first registration, by the head of the transfer department signature, in the morning before 12 o'clock to inform the supplement. 13, in operation, if guests have to see the drinks first, first sign up, notify the transportation department head to sign. 14, always pay attention to all the goods ready to be stocked, so as not to cause the shortage of drinks, resulting in dissatisfaction with the guests. 15, every half a month to replace with Taiwan snack varieties, strict food quality control. 16, in operation, if guests have wine storage, carefully check the quantity, do the registration of the wine card. 17. During the operation, if a guest carries out the wine, first of all, to check the number of the wine list, date, expiration or not, if not correct, remove the wine from the wine storage area, or deliver it to the guest room. 18, every 5 days to the wine storage area for questioning, check, the overdue drinks back to the library, and pay attention to the expiration date of wine, by the financial room to recover the library access card. 19, before closing, do a good job in the area of hygiene and inspection, especially the post of fire hazards inspection. 20, count drinks, do a daily report, require clear accounts, accurate, and do the next day wine purchase and duty record. 21, to the waiter's recycling drinks, must check the quantity, and then sign. 22, such as production, found drinks mistakes, must notify the floor manager, to remedy. 23 、 communicate with other departments of the company, keep good working relationship. Two. Work flow of fruit room 1, do a good job fruit room Wei, warehouse finishing, work table, cleaning of machinery and equipment, garbage cans ready. 2, ready to work, will get dirty cups washing cup, ready juice cup, pitcher, fruit, and some fruit for cleaning fruit plate. 3, in the working hours, always keep the fruit room countertops, the ground clean and hygienic. 4, the operation has found that the fruit is not enough, you should immediately notify the purchase (if the business is too good or fruit quality). 5, fruit room staff shall not steal fruit, save costs, waste is strictly prohibited. Put 6, fruit must be placed according to the requirements. 7, before closing, all the garbage cleared, including items homing, work table, ground, mechanical equipment cleaning, according to business situation, play the next day fruit consumption purchase order. 8, there are open watermelon should be sealed with plastic wrap, placed in the freezer.