酒店宴会预定工作

酒店宴会预定工作 d 第二单元 酒店宴会顶订王作 学习目标 1.能够熟练采用不同方式(直接或间接)接受酒店宴会预订。 2.能够熟练掌握酒店预订流程。 学习任务 能够熟练进行酒店宴会的预订工作，并有效落实。 情镜赏析 某酒店宴会预订部的秘书小谢，第一次接到一家客户的大型宴会预订电话。在了宴会日 期、时间、主办单位、联系人情况、参加人数、宴会的类别和价格、宴会厅布置要求、菜单要求、 酒水要求等基本情况后，小谢就急忙带上预订单与书要亲自到客户的单位去确认。同事老关拦 住她说"你最好请对方发一个预订要求的传真过来，然后根据要求把宴会预订单、宴会厅的平面图 和有关详细情况反馈给对方，并要求对方第二次传真预订。有必要时，还要请客户亲自来酒店看一 下场地和布局情况，然后填写宴会预订表格、签合同并排入宴会计划O "ι 小谢按照老关所说的程序把信息反馈过去，几天后，她接到了客户的传真。果然，这一次对 方对宴会的布置、参加人数等要求均比电话所讲详细了很多，双方在价格上又进行了一番商谈。为 了发展客户，争取客源，酒店最终同意给客户让利口客户交纳了定金并在规定期限的合同上签字， 这个预订终于成功了O通过这次预订，小谢熟悉了大型宴会预订的程序与方法。 思考问 请分析小谢先前接受宴会预订工作时有哪些不妥的地方? 分析总结 一般宴会的预订通常需通过酒店宴会预订部来进行，可采取客户上门预订、酒店上门征订和 信函、传真预订等方式O在以上实例中，用传真方式预订比较简洁、明了，也 control-----main control at construction stage construction program reasonable, installation compliance with the standards and specifications. Especially hidden project quality control, strict inspection and acceptance and make records in a timely manner. To strengthen management of civilized construction work. (4) use-phase quality control-----'s ultimate aim is to meet the requirements of project quality control. To this end, the quality of engineering after the delivery, must be prepared to return, warranty system and technical services archives work, improve the quality of technical service. (5) to achieve the goal of quality control it is necessary to seriously implement the quality assurance manual ... Pass. 2. main control position (1) procurement in operation is responsible for, a person shall not privately contact the supplier. IS09002 management procurement procedures according to company procedures. (2) duty personnel certificate holders, strict induction training certificates, untrained staff induction control. (3) serious, carefully drawing prepared, drawings before construction technology to give the low-down, technicians and construction workers should be reserved strictly embedded live, quality. (4) when installing the riser where you want to control the fixation and expansion joints, expansion joints according to the requirements, two fixed support should be given to a central location. (5) waterproof casing (especially underground pool of water pipe) take control of waterproof seam leakage, it tube embedded, packing enough 僧101宴会设计 ]J斗匀nhuiSh可产 很方便，订金可通过汇款收取，有的考察场地需要客户亲自上门O 对宴会的预订，一定要按规范的程序进行，其中比较关键的是宴会厅面积与出席宴会人数的 比例、场地的布置、菜单的选择等环节。酒店或餐馆的宴会厅或多功能厅每天都应有活动记录，列 出酒店全部营业用宴会场地，计算出不同的比例，以供不同的宴会使用。比例越合理，宴会的赢利 程度就越高O因此，在与客户商讨宴会场地时，一定要让对方先看场地平面图O在以上实例中，小谢 最初要去客户处确认时未考虑到宴会厅的平面图，说明她对于这个环节还不熟悉。宴会厅的布置应 尽量按客户的要求进行，因为宴会环境的好坏直接关系到客户宴请活动的成败，同时也属于宴会预 订的重要内容。菜单的预订要根据客户的需要灵活掌握，但一定要了解客户的饮食习惯。一般来讲， 宴会的菜肴要求外表美观、加工不太复杂y容易批量生产以及口味大众化。 酒店宴会预订是一项具有较强专业性而又有较大灵活性的工作。宴会预订涉及的事情相当繁 琐，为了避免在具体安排中出现差错，要求宴会预订员对宴会信息情况要了如指掌(如场地具体尺 寸大小、可容纳人数、台型、价格、宴会类型和竞争对手信息等)。宴会预订要保持客我单线联系， 即由专门的一个宴会预订员跟进宴会洽谈、组织、策划、实施、结算收尾的全过程，这样能最大限 度地保证客我信息的有效沟通，更有利于提升顾客满意度。 一、宴会预订方式 (一)直接预订(面谈) 直接预订的程序，其流程如图2-1所示: 订客 人提出预 图2-1 直接预订程序 直接预订是宴会预订较为有效、实用的方式。在宴会规模较大、宴会出席者的身份较高或宴会较高的情况下，宴会举办单位或个人一般都要求当面洽谈，直接预订。酒店宴会销售员或预订员应根据客人要求详细介绍宴会场地和所有细节安排，如厅堂布置、菜单设计、席位安排、服务要求等，应尽量满足客人提出的各项要求，并商洽付款方式，填写宴会预订单，记录预订者的联系地址、电话号码等以便日后用信函或电话等方式与客人联络。 {二)电话预订 客人用电话、信函、电传等间接方式，不能当场收取定金的预订，其流程如图2-2所示: control-----main control at construction stage construction program reasonable, installation compliance with the standards and specifications. Especially hidden project quality control, strict inspection and acceptance and make records in a timely manner. To strengthen management of civilized construction work. (4) use-phase quality control-----'s ultimate aim is to meet the requirements of project quality control. To this end, the quality of engineering after the delivery, must be prepared to return, warranty system and technical services archives work, improve the quality of technical service. (5) to achieve the goal of quality control it is necessary to seriously implement the quality assurance manual ... Pass. 2. main control position (1) procurement in operation is responsible for, a person shall not privately contact the supplier. IS09002 management procurement procedures according to company procedures. (2) duty personnel certificate holders, strict induction training certificates, untrained staff induction control. (3) serious, carefully drawing prepared, drawings before construction technology to give the low-down, technicians and construction workers should be reserved strictly embedded live, quality. (4) when installing the riser where you want to control the fixation and expansion joints, expansion joints according to the requirements, two fixed support should be given to a central location. (5) waterproof casing (especially underground pool of water pipe) take control of waterproof seam leakage, it tube embedded, packing enough 酒店宴会预订工作"" '~1~' 图2-2间接预订程序 电话预订是另一种较为有效的宴会预订方式，常用于小型宴会的预订，查询酒店宴会资料、核实宴会细节等，在酒店的常客中尤为多见。此外，大型宴会面谈、宴会的落实或某些事项的更改等通常也是通过电话来传递相关信息的。与直接预订相同，预订员应在电话中向客人介绍、推销餐饮产品，落实有关细节，填写宴会预订单等。 除上述两种主要的宴会预订方式外，客人还可通过信函、传真等方式来进行宴会预订，酒店应想方设法与客户联络，尽力扩大宴会销售业务，努力提高宴会设施利用率，从而为酒店创造良好的社会效益和经济效益。 {三)政府指定性预订 政府指定性预订，其流程如图2-3所示: 图2-3政府指定性预订程序 政府指定性预订是指政府机关或主管部门在政务交往或业务往来中安排宴请活动而专门向直属宾馆、饭店宴会部发出预订的方式。常用文件下达计划或由专职工作人员将书面预订计划亲自送给宴会预订员或宴会部经理。 二、宴会预订程序 (一)宴会预订的准备工作 1.掌握与餐饮服务有关的资料 宴会预订员要熟悉酒店会议室、多功能宴会厅的面积、布局、接待能力及各项设施设备的使用功能情况:掌握各式宴会菜单的价格和特色，以各类食物、饮料的成本:掌握餐饮部根据淡旺季、新老客户等不同条件下制定的销售策略，熟悉部门的销售制度:熟悉各种不同类型的宴会、会议、展览、展销的服务标准和布置摆设的要求:掌握客房销售价格、一般的工程技术标准和卫生安全条例:准备完整、充足的销售宣传资料:建立完整、详尽的客人档案，定期查阅客人的有关资料，以熟悉客人的消费时间、消费内容和服务要求。 2.掌握预订情况 每天要查阅"宴会预订记录簿拧和上一周己作出安排的所有工作记录。如发现客人对有关 control-----main control at construction stage construction program reasonable, installation compliance with the standards and specifications. Especially hidden project quality control, strict inspection and acceptance and make records in a timely manner. To strengthen management of civilized construction work. (4) use-phase quality control-----'s ultimate aim is to meet the requirements of project quality control. To this end, the quality of engineering after the delivery, must be prepared to return, warranty system and technical services archives work, improve the quality of technical service. (5) to achieve the goal of quality control it is necessary to seriously implement the quality assurance manual ... Pass. 2. main control position (1) procurement in operation is responsible for, a person shall not privately contact the supplier. IS09002 management procurement procedures according to company procedures. (2) duty personnel certificate holders, strict induction training certificates, untrained staff induction control. (3) serious, carefully drawing prepared, drawings before construction technology to give the low-down, technicians and construction workers should be reserved strictly embedded live, quality. (4) when installing the riser where you want to control the fixation and expansion joints, expansion joints according to the requirements, two fixed support should be given to a central location. (5) waterproof casing (especially underground pool of water pipe) take control of waterproof seam leakage, it tube embedded, packing enough ?阳宴会设计 - Yanhui Sheji~ 安排作出取消、调整、补充等建议或决定，要及时向上一级主管汇报，并根据场地的安排情况和有关宴会条例为客人跟办具体的工作。要基本掌握未来半年内的预订情况，对己作预订的大型活动、重要客户或重要的节假日预订的情况要了如指掌。 {二)接受宴会预定 1.接受客人来电或来访预订 在电话铃响三声以内接听电话，首先礼貌地向客人问好，然后通报所在部门和接听者的名字。如客人来访，需站立相迎，礼貌地向客人问好。 要主动询问客人的要求，了解包括:?宴会的类型，是中餐宴会，还是西餐宴会，或是冷餐酒会:?宴会的举办日期和时间:?宴会的出席人数(包括最低保证人数〉和餐桌数:?宴会的名称、性质和客人身份等:?宴会的举办单位或个人、联络人、联络地址和电话号码等:?计划安排的宴会厅名称，厅堂布置和台形设计的要求:?菜单的主要内容、酒水的种类和数量:?收费标准和付款方式:?宴会的其他要求，如休息室、请柬、席位卡、致词台等:?接受预订的日期和预订员的签名，等等:宴会预订单填写好以后，应向客人复述，并请预订客人签名。 如客人电话预订，可建议客人预约时间到宴会场地亲自视察:如客人来访预订，可在洽谈的同时为客人提供有关宣传资料，并亲自陪同客人视察宴会场地。 2.确认预订 客人提出预订要求后，要认真查阅"宴会预订记录簿"，当核实宴会场地可作预订后，才可以和客人作进一步的洽谈。 在和客人洽谈的过程中，要耐心昕取客人的和要求，当客人提出疑问时，要本着诚恳、耐心、细致、礼貌的态度，为客人作出解释及提出建议。 当宴会场地、就餐时间飞位置摆设或服务项目等问题有冲突时，要积极主动地想办法与客人取得一致的建议，尽量满足客人的要求。洽谈双方如对所举办的活动的重要事项取得一致意见后，即可确认预订。确认预订后要礼貌地向客人表示致谢。 确认预订后，要给客人寄发或传真宴会确认书，确认书的内容要详尽准确，必要时要附上有关条款、宴会预订单或预订变更单。待客人(或主办单位)签署确认书并寄回酒店后，要认真检查客人是否有调整或补充的意见。对宴会或其他活动的确认，以双方签署的确认书为标准。 3. 跟进进预订工作 根据和客人确认的活动内容和服务要求，填写宴会预订单，如表2-1所示。宴会订单的内容包括日期、时间、人数、形式、菜谱、饮料、价格、厨单、工程单、花房单及公关协作单位等，如有特别的布置和安排，必须附加详细的说明。宴会订单由具体跟办的营业员填写，经宴会部经理签名后，由宴会联络员负责发至有关部门。宴会订单需按编号排放，以方便查找核对。 control-----main control at construction stage construction program reasonable, installation compliance with the standards and specifications. Especially hidden project quality control, strict inspection and acceptance and make records in a timely manner. To strengthen management of civilized construction work. (4) use-phase quality control-----'s ultimate aim is to meet the requirements of project quality control. To this end, the quality of engineering after the delivery, must be prepared to return, warranty system and technical services archives work, improve the quality of technical service. (5) to achieve the goal of quality control it is necessary to seriously implement the quality assurance manual ... Pass. 2. main control position (1) procurement in operation is responsible for, a person shall not privately contact the supplier. IS09002 management procurement procedures according to company procedures. (2) duty personnel certificate holders, strict induction training certificates, untrained staff induction control. (3) serious, carefully drawing prepared, drawings before construction technology to give the low-down, technicians and construction workers should be reserved strictly embedded live, quality. (4) when installing the riser where you want to control the fixation and expansion joints, expansion joints according to the requirements, two fixed support should be given to a central location. (5) waterproof casing (especially underground pool of water pipe) take control of waterproof seam leakage, it tube embedded, packing enough 酒店宴会预订工it币 @ 表2-1酒店宴会预订单 经手人: 落订日期: 落实日期: 公司名称: 宴会服务要求: 接洽者姓名: 职位: 电话: 电传: 宴会形式: 日期: 抵达时间: 宴会开始时间: 宴会完结时间: 地点: 保证人数: 预算人数: 食物 价格 每位 每席 食物 价格 每位 每席 杂项收费 预计总消费金额: 预定付款方式 已收定金 寄账单地址 宴会预订部主管意见: ，、 宴会部经理意见 附:菜单、酒水订单 凡举办大型宴会及重要接待活动，必须事前召集举办单位和酒店有关部门开沟通会议，解决保安、消防、批文、准办证、工程方面的配合、泊车位、公关协助及卫生检疫等事宜，落实具体安排，以确保宴会顺利进行。 如客人取消预订，经手人需要在预订簿上清楚注明，并跟办有关更改手续，包括通知厨房主管。 4.做好接待准备工作 把己确认的宴会预订单分发给有关部门。活动开始前，检查有关部门的接待准备工作，发现问题及时解决，另与主办单位负责人一起检查宴会场地的布置情况，听取对方的意见，处理临时性的变化。 control-----main control at construction stage construction program reasonable, installation compliance with the standards and specifications. Especially hidden project quality control, strict inspection and acceptance and make records in a timely manner. To strengthen management of civilized construction work. (4) use-phase quality control-----'s ultimate aim is to meet the requirements of project quality control. To this end, the quality of engineering after the delivery, must be prepared to return, warranty system and technical services archives work, improve the quality of technical service. (5) to achieve the goal of quality control it is necessary to seriously implement the quality assurance manual ... Pass. 2. main control position (1) procurement in operation is responsible for, a person shall not privately contact the supplier. IS09002 management procurement procedures according to company procedures. (2) duty personnel certificate holders, strict induction training certificates, untrained staff induction control. (3) serious, carefully drawing prepared, drawings before construction technology to give the low-down, technicians and construction workers should be reserved strictly embedded live, quality. (4) when installing the riser where you want to control the fixation and expansion joints, expansion joints according to the requirements, two fixed support should be given to a central location. (5) waterproof casing (especially underground pool of water pipe) take control of waterproof seam leakage, it tube embedded, packing enough control-----main control at construction stage construction program reasonable, installation compliance with the standards and specifications. Especially hidden project quality control, strict inspection and acceptance and make records in a timely manner. To strengthen management of civilized construction work. (4) use-phase quality control-----'s ultimate aim is to meet the requirements of project quality control. To this end, the quality of engineering after the delivery, must be prepared to return, warranty system and technical services archives work, improve the quality of technical service. (5) to achieve the goal of quality control it is necessary to seriously implement the quality assurance manual ... Pass. 2. main control position (1) procurement in operation is responsible for, a person shall not privately contact the supplier. IS09002 management procurement procedures according to company procedures. (2) duty personnel certificate holders, strict induction training certificates, untrained staff induction control. (3) serious, carefully drawing prepared, drawings before construction technology to give the low-down, technicians and construction workers should be reserved strictly embedded live, quality. (4) when installing the riser where you want to control the fixation and expansion joints, expansion joints according to the requirements, two fixed support should be given to a central location. (5) waterproof casing (especially underground pool of water pipe) take control of waterproof seam leakage, it tube embedded, packing enough