M ha: HDCV01/NVPV

HNG DN CNG VIC NHN VIN PHC V BN

I. Ban hnh ln: 01 II. Hiu lc t ngy: 12/06/2011 III. Tng s trang: 03

I. MC CH: - Hng dn ny nhm thng nht cc qui trnh cho nhn vin phc v, nng cao cht lng phc v, m bo lm hi lng khch hng. II. NI DUNG: Gm c: Chun b khng gian:
Cc bc cng vic Ni dung cng vic - Qut dn ca, ht bi cu thang, sn cc tng. - Dn, ra cc chn c. - Lau dn sch s cc bn. - Trang tr li khng gian: cm li hoa, by bin m v gi ta gn gng. - Dn v sinh, thng rc khu WC. - Lau knh ca s cc tng - Kim tra hng dng, tht b kh, soft drinks. - Bt n bin qung co. - Bt n cc phng (1/2 s lng bng cc tng 2, 3, 4) - Mang 01 thng ln tng 4 - Mc o ng phc - Lau dn, trang tr li bn - Lau dn sn, by li m v gi ta - Chun b nc trng v cc y . - Chun b giy n - Kim tra cc mn chi, trang tr - Kim tra giy v sinh WC - Kim tra vi qun l v cc mn trong menu. - Kim tra nh sng, m thanh (nu cn) Mc thi gian 9h00 Biu mu

Ca sng:

18h30

Ca ti:

Checklist

Cc ca khc:

Th tc ISO 9001-2000: HDCV01/NVPV Hng dn cng vic phc v bn

n tip khch v nhn Order:

Cc bc cng vic

Ni dung cng vic - Cho khch. - B tr ch ngi cho khch. - m bo ch ngi thoi mi sch s (ch qut, iu ha ). - Mi khch dng nc lc. - Mi khch xem menu. - Gii thiu v cc mn nu khch yu cu. - Ghi nhn yu cu ca khch vo phiu Order. - Hn khch ch.

Mc thi gian

Biu mu

Bc 1: n khch.

Bc 2: Nhn order.

Bc 3: Chuyn Order xung TT.

- Gi in xung TT yu cu pha ch. - Nu c thay i g t pha ch cn thng bo li vi khch. Ch xin li khch trc khi thng bo

1. Phc v khch
Cc bc cng vic Bc 1: Nhn . Mc thi gian

Ni dung cng vic - Xung tng 1 ly ung. - Mang theo Order kim tra li ung c chnh xc vi yu cu ca khch khng.

Biu mu

Th tc ISO 9001-2000: HDCV01/NVPV Hng dn cng vic phc v bn

Bc 2: Phc v.

- Mi khch dng ung. - Hi xem khch c yu cu thm g khng. - Chuyn sang bn khc hoc v gh ch. - Nu trong gi thp im nh thng bo cho khch vic dng chung gi nhn vin trong trng hp c thm yu cu - Chuyn cho khch sang bn mi. - Sa s bn trn ha n. - Bo cho qun l tng 1 v vic thay i s bn cp nht vo ha n. - Gi in hi qun l tng 1 xem cc tng khc cn bn trng khng. - Trng hp khng cn bn: thng bo v xin li khch hng thng cm - Trng hp cn bn trng: chuyn cho khch sang tng mi, chuyn giao ni dung order cho ngi phc v ca tng . - Ngi nhn bn giao: ghi li order mi v bo cho qun l tng 1 v vic thay i s bn cp nht vo ha n.

Trng hp khch yu cu i bn trong cng tng:

Trng hp khch yu cu i bn khc tng:

4. Thanh ton cho khch v dn dp

Cc bc cng vic -

Ni dung cng vic Xc nhn ung ca khch. Tnh tin trn ha n. K v a ha n cho khch. Mi khch xung tng 1 thanh ton. Cm n v cho. Gi in xung tng 1 thng bo s bn s thanh ton. Thu dn cc tch. Lau dn trang tr li bn. Cc ung chnh mang xung tng 1. Cc ung nc trng ra ngay ti tng.

Mc thi gian

Biu mu

Bc 1: Tnh tin.

Bc 2: Dn dp.

Th tc ISO 9001-2000: HDCV01/NVPV Hng dn cng vic phc v bn