酒店宴會(huì)廳培訓(xùn)手冊(cè)(WelcometoBanquet24p

1、WelcometoBanquet宴會(huì)廳歡迎您TrainingManual培訓(xùn)手冊(cè)TheBuddySystem伙伴制度TheBuddysystemhasbeensetinplacetoworkinwiththeBanquetTrainingManual(BQTTM).TheBuddywillberoisteredthesameshiftsasthenewemployeeandliaisewiththeshiftleaderastohowtheyprogress.這個(gè)伙伴體系是與宴會(huì)廳的員工手冊(cè)相配套的，伙伴會(huì)和新員工一起工作，并把新員工的學(xué)習(xí)進(jìn)程匯報(bào)給上級(jí)領(lǐng)導(dǎo)。Responsibilityofa

2、buddyistomakesurethenewemployeeunderstandsproceduresofBanquetandhowtofollowstandardssetinplaceasoutlinedintheBQTTM.對(duì)于一個(gè)伙伴的責(zé)任來(lái)說(shuō)，是要確保新員工明白宴會(huì)廳的操作程序并能按照宴會(huì)廳的培訓(xùn)手冊(cè)中的大綱規(guī)定的標(biāo)準(zhǔn)實(shí)際操作。Theoutcomeofthistrainingmanualwillensurethatthenewemployeeiscompetentinallareasofthedepartment.Aclearunderstandingwillbeestablishe

3、dfirstly,ofBackofHouseproceduresbeforetheyventureintoservice.Thiswillcreateaprofessionalandpositiveoutlookbyall.這個(gè)培訓(xùn)手冊(cè)的目的是確保新員工能勝任部門(mén)的所有工作。員工實(shí)際服務(wù)之前會(huì)很清楚的了解餐廳的程序，這將給大家創(chuàng)造一個(gè)專業(yè)的、積極的工作環(huán)境。YourBuddyis你的伙伴是ManualOutline手冊(cè)目錄JobDescription工作職責(zé)SavvyService聰明服務(wù)BasicKnowledgeforNewEmployees宴會(huì)廳新員工需掌握的基本知識(shí)*WesternSe

4、rvice西餐服務(wù)1. Menu&Description自助餐菜單知識(shí)2. TableTopSetting.StationSetupandPantrySetup桌面擺臺(tái)，整理邊柜和備餐間3. ServiceProcedure服務(wù)程序*ChineseService中餐服務(wù)1. Menu&Description中餐菜單知識(shí)桌面擺臺(tái)，整理邊柜和備2. TableTopSetting,StationSetupandPantrySetup餐間3. ServiceProcedure服務(wù)程序*MeetingandCoffeeBreakService會(huì)議服務(wù)1. Varietiesofmeet

5、ingsetup各種會(huì)議的臺(tái)型2. ServiceSequeneeforMeeting會(huì)議服務(wù)程序3. BanquetTables4. Mienplaceforcoffeebreak咖啡臺(tái)布置所需餐具Beverage飲料單BeverageList飲料單JobDescription工作職責(zé)SUMMARYOFPOSITIONS:職責(zé)說(shuō)明Toprovide5Starhospitalityfoodandbeverageservice,throughouttheBanquet,maximizingguest'sexperienee,usingSavvyService.運(yùn)用聰明服務(wù)計(jì)劃來(lái)體現(xiàn)五星級(jí)

6、的餐飲服務(wù)，使客人能在宴會(huì)廳得到最佳的感受。SCOPE大綱Toensureguestsatisfaetionbyprovidingexeellentfoodandbeverageservice,inafriendly,competentandprofessionalmanner.Promotingafunworkenvironmentandbeingateamplayer.Theemployeewillalsohaveachaneetomulti-skillinotherF&Boutlets.優(yōu)秀的餐飲服務(wù)必須具備友善、自信與專業(yè)的水準(zhǔn)從而向客人提供滿意的服務(wù)。創(chuàng)造愉快的工作環(huán)境，融入

7、集體并成為集體的一員，員工也可以有機(jī)會(huì)去餐飲部其他部門(mén)學(xué)習(xí)更多的技能。Uponcompletionoftraining,theemployeeswillbeempoweredtoresolveguest'sissues,inaccordaneewiththeRenaissaneestandards,beforeapproachingtheShiftLeaderforassistanee.完成培訓(xùn)后，即使在沒(méi)有領(lǐng)導(dǎo)的協(xié)助下，也能運(yùn)用萬(wàn)麗酒店的服務(wù)標(biāo)準(zhǔn)來(lái)解決客人的問(wèn)題。OBJECTIVESANDACOUNTABILITY:目標(biāo)與重要事宜1. LearningandfollowingStan

8、dardsandSpecification'softheoutlets/bar.學(xué)習(xí)并運(yùn)用餐廳和酒吧的基本知識(shí)。2. ProvidingfeedbacktoShiftLeaderonwaysofenhancingservicedeliveryandserviceprocess.向領(lǐng)班提供反饋從而來(lái)提高服務(wù)水準(zhǔn)。3. Amajorobjectiveofthispositionwillbetoachievealeveltobeempoweredtohandlespecialrequestsfromoutletguests.本職位的一項(xiàng)主要任務(wù)是運(yùn)用所學(xué)的知識(shí)和所負(fù)擔(dān)的職責(zé)處理客人的特殊要求

9、。SUPERVISIONEXERCISED:NoneSUPERVISIONRECEIVED:ReportdirectlytoF&BAttendantGrade2andtheShiftLeader直接向二級(jí)服務(wù)員和領(lǐng)班匯報(bào)。RESPONSIBILITYANDAUTHORITY責(zé)任和授權(quán)1. DemonstrateRenaissaneeStandardsatalltimestoguestsandfellowemployees.每時(shí)每刻都要對(duì)客人和同事表現(xiàn)出萬(wàn)麗酒店服務(wù)標(biāo)準(zhǔn)。2. BecomefamiliarwithRestaurant/BarStandardsandProceduresan

10、dfollowthemaeeordingly.逐步熟悉餐廳/酒吧的服務(wù)標(biāo)準(zhǔn)和程序，并且依照那些標(biāo)準(zhǔn)操作。3. Knowledgeofindividualmenuitemsincludingbasicingredientsandmethodofpreparation.掌握菜單中每一道菜的知識(shí)，包括基本原料和制作方法。4. BasicFood&Beverageterminology.掌握餐飲的專用詞語(yǔ)。5. KnowledgeofFood&Beverageequipment.掌握餐飲器具。6. KnowledgeofFoodandBeverageitemsandprices.掌握食

11、品和飲料品種和價(jià)格。7. KnowledgeofSettingupoftablestothespecifiedstandards,fordifferentmealperiods.掌握不同時(shí)間段的桌面擺放布置。8. Attendandcomprehendinformationdiscussedduringbriefingsessions.開(kāi)會(huì)時(shí)，參加并且領(lǐng)會(huì)所討論的內(nèi)容。9. MaintainpropergroominginaccordaneewiththeEmployeeHandbook.遵守員工手冊(cè)中儀表儀容的規(guī)定。10. ServeFood&Beverageinafriendlya

12、ndprofessionalmanner.用友善和專業(yè)的態(tài)度服務(wù)客人。11. Wearappropriateuniformsforthearea,assuppliedbythehotel.工作時(shí)，穿著酒店制服。,_II丨12. Wearappropriatefootwearasspecifiedintheemployeehandbook.工作時(shí)，穿著酒店工作鞋。13. Befamiliarwithservicefacilitiesinthehotel.Includingnamesofotherrestaurantbarsandbanquetroomsinthehotel.熟悉酒店內(nèi)的設(shè)施，包括

13、其它餐廳酒吧和宴會(huì)廳名字。14. Beawareofanyspecialeventsinthehotel.能夠知道酒店特別事件。15. Endeavortorememberguest'snamesandaddressthembytheirsurname.盡可能地記住客人名字，并且用他們的姓來(lái)稱呼。16. Preparemis-en-placeforallmealperiods為每一餐準(zhǔn)備所需餐具，器皿，刀叉等用具。17. Reportanyguestfeedbacktothesupervisoronduty.向當(dāng)班主管匯報(bào)客人的反饋意見(jiàn)。18. Ensurethatworkareais

14、cleanatalltimes.在每時(shí)每刻都要保持工作區(qū)域的清潔。19. EnsurecarefulhandlingofequipmentandlinenaswellasfollowingS&Psforlinenexchange要確保用具和布草交接工作的準(zhǔn)確性。PREFEREDKNOWLEDGE/QUALIFIATIONS:員工資力/條件HighSchoolCertificate高中學(xué)歷TourismSchoolCertificate旅游學(xué)校學(xué)歷WorkingknowledgeofEnglishFluencyinEnglishwillbeadefiniteadvantage與工作相關(guān)的

15、英語(yǔ)知識(shí)-英語(yǔ)會(huì)話流利者優(yōu)先。F&BServiceexperieneepreferredbutnotessential最好有餐飲服務(wù)經(jīng)驗(yàn)。BanquetBasicKnowledgeforNewEmployees宴會(huì)廳新員工所需掌握的基本知識(shí)LocationofGrandBallroom,BallroomI,BallroomII,PrefunctionArea,BanquetBar,BanquetStewarding,BanquetStore,MeetingRooml-10andBusinessCenter.宴會(huì)廳，宴會(huì)廳走廊，宴會(huì)洗碗間，宴會(huì)廳倉(cāng)庫(kù)，會(huì)議室1-10，商務(wù)中心Locati

16、onofToiletneartoBallroomandmeetingroomsL離宴會(huì)廳和會(huì)議室較近的衛(wèi)生間TelephoneNo.ofhotel酒店電話號(hào)碼TimeSheetforsignin&signout,DutyRoster簽到簽出表，排班表F&BOrganizationChart餐飲部組織結(jié)構(gòu)圖Nameofhis/hercolleges同事英文名字LocationofWanLiChineserestaurant,Chinesekitchen,Westernkitchen,Banquet,Stewarding,LobbyLounge,RenaissaneeBrasser

17、ie,中餐廳，中廚房，西廚房，宴會(huì)廳，管事部，大堂吧，西餐廳的方位UnderstandthesecurityresponsibilitiesofBanquetandLocationofFire-ProofingDoors了解宴會(huì)廳的安全責(zé)任及防火門(mén)所處的位置。KnowtheopeningtimeofeachoutletinF&B了解餐飲部其它部門(mén)的營(yíng)業(yè)時(shí)間Food&BeverageEquipment餐飲用具Chinaware:瓷器Ashtray煙缸B/BPlate面包盤(pán)CoffeeCup咖啡杯CoffeeSaucer咖啡底盤(pán)CreamerJug奶缸DessertPlate甜品盤(pán)

18、DinnerPlate主食盤(pán)EspressoCup意式特濃咖啡杯EspressoSaucer意式特濃咖啡底盤(pán)Salt&PepperShaker鹽與胡椒瓶SoupBowl湯碗SugarBowl糖缸ToothpickHolder牙簽盅CerealBowl麥片碗ButterDish黃油SauceBoat汁盅TeaPot茶壺Hollowware:不銹鋼用具CoffeeDecanter玻璃咖啡壺CoffeePot咖啡壺CoffeeUrn咖啡爐IceBucket冰桶WaterPitcher冰水桶WineBucketw/stand冰酒桶WineCraft酒籃Flatware:餐具AppetizerK

19、nife頭盤(pán)刀B/BKnife面包刀CakeKnife蛋糕刀CakeServer蛋糕鏟DemitasseSpoon意式特濃咖啡勺DessertFork甜品叉DessertSpoon甜品勺DinnerSpoon主菜勺MainFork主菜叉MainKnife主菜刀ServingFork服務(wù)叉ServingSpoon服務(wù)勺ServingTong服務(wù)夾SoupLadle湯勺SoupSpoon湯匙SteakKnife牛排刀TeaSpoon茶匙Glassware:玻璃用具ChampagneFlute香檳杯Hi-BallGlass長(zhǎng)飲杯OldFashion老式杯RedWineGlass紅酒杯SherryGl

20、ass雪莉杯Tumbler烈口杯WaterGoblet水杯WhiteWineGlass白酒杯JuiceGlass果汁杯MeetingFloorPlan會(huì)議臺(tái)型布置：Theatrestyle（PictureAttached）劇院式布置:（附圖）Applytolecturemeeting（Normallymostparticipants）適用于講座式會(huì)議（人數(shù)較多）;LCPandScreenwillberequiredforpresentation提供投影,屏幕以供演示使用；Flexiblesetup,Makethebestofspaceandbeeasytoaddorreducenumberof

21、seats.特點(diǎn):布置較靈活，充分利用空間，可隨時(shí)增加（減少）與會(huì)人數(shù)；Icewaterstationandcoffeestationwillberequired.需要設(shè)置冰水臺(tái)和咖啡臺(tái)ClassroomStyle（PictureAttached）教室式布置:（附圖）Applytothemeetingthatparticipantshavetomakenote.適用與會(huì)者需作筆錄的講座式會(huì)議；LCPandScreenwillberequiredforpresentation提供投影,屏幕以供演示使用；Theset-uptakealotofspaceandparticipantsarelimit

22、ed.占用空間較多，人數(shù)受限制；Generally,Headtablewillberequiredtosetup.一般要設(shè)主席臺(tái)；Icewater,mints,pencil,paperwillbesetonthetable.提供冰水，薄荷糖；鉛筆和紙TheatrestyleandClassroomstylecanbemixed.與前者劇院式布置可結(jié)合使用；“U'Shape（PictureAttached）“U'字式布置:（附圖）Applytosmallseminarorlecture.適用小型研討會(huì)或講座；Normally,Lowplantarerequiredtoputinc

23、enterof“U'orifnot,lecturercanwalkfreelyincenterof“U'中間空間較大，放置植物或者讓講師自由走動(dòng)；Limitedparticipants人數(shù)受限制。LCPandScreenwillberequiredforpresentation提供投影,屏幕以供演示使用；Icewater,mints,pencil,paperwillbesetonthetable.提供冰水，薄荷糖；鉛筆和紙HollowSquare（PictureAttached）“回”字式布置:（附圖）SetupofHollowSquareissimilarto“Ushape,

24、butparticipantscanbeseatedaroundthetable.基本布置同”U'字型，四周均坐人；Plantswillberequiredtoplaceinthecenter.中間空間較大，布置植物裝飾；LCPandScreenwillnotberequiredgenerally.一般不用投影，屏幕等設(shè)備；Icewater,mints,pencil,paperwillbesetonthetable.提供冰水，薄荷糖；鉛筆和紙BoardTable（PicturedAttached）長(zhǎng)桌式布置:（附圖）Applytosmallmeetingthatparticipants

25、arebelow20.適用于20人以下的小型會(huì)議；LCPcanbeplacedonthemeetingtable.投影設(shè)備可直接放置在臺(tái)上；ParticipantscanbeseatedaroundtablewhenLCPisnotavailable.不用投影設(shè)備時(shí)可四周坐人；Flowerisrequiredonthecenteroftable.中間可放置花裝飾；Icewater,mints,pencil,paperwillbesetonthetable.提供冰水，薄荷糖；鉛筆和紙CabaretTable小圓桌式布置:（附圖）Applytotrainingthattherearefewerpa

26、rticipants.適用與人數(shù)較少的培訓(xùn)講座；Easilychangesetup相對(duì)靈活，改動(dòng)方便；Itincarnatethevibrantatmosphereandpayattentiontoparticipationofattendee體現(xiàn)培訓(xùn)活躍氣氛,注重與會(huì)人員的參與；MoreFlipChartwillberequired.一般提供較多夾紙板；Icewater,mints,pencil,paperwillbesetonthetable.提供冰水，薄荷糖；鉛筆和紙OthersStyle（PictureAttached）其他形式布置:（附圖）FishBoneisbasicallysam

27、etoclassroomstyle.魚(yú)骨式布置；基本同教室式布置；Double“U'shape雙”U'字式布置；MeetingServiceSequenee會(huì)議服務(wù)流程：Pre-meetingPreparations會(huì)議前準(zhǔn)備工作：Openthemeetingroomhalfanhourbeforemeetingstarts提前半小時(shí)以上打開(kāi)會(huì)議室；Checktheroomtemperature,lightsandairiness.檢查會(huì)議室溫度，燈光以及通風(fēng)狀況。NotifyEngineerDepartmenttoadjustair-conditionorlights.通知工

28、程部（空調(diào),燈光）；Preparetheicewater準(zhǔn)備冰水；Checkthemicrophone,powerandotherAVequipments.會(huì)前檢查麥克風(fēng)，電源等A.V設(shè)備；TestAVequipments.AV設(shè)備的調(diào)試；Knoworganizer'sname.了解會(huì)議組織者的名字；Communicatewithmeetingorganizertorealizewholemeetingcourse.與會(huì)議組織者溝通，了解會(huì)議進(jìn)程；Knowthetimeandplaceofguests'diningaftermeeting.了解客人會(huì)議結(jié)束后的用餐地點(diǎn)和時(shí)間。R

29、eadtheBEOsheettoknowthewayofpaymentandtotalexpenseofthismeeting.看一下宴會(huì)與訂單，了解付款方式以及本次會(huì)議的所有費(fèi)用。Checkthecoffeebreakstationandreconfirmthestart-timeofcoffeebreakwithorganizer.檢查茶歇臺(tái)的布置，和會(huì)議組織者確定茶歇時(shí)間；Welcomethemeetingparticipantsatentranceofroom.在會(huì)場(chǎng)門(mén)口等待會(huì)議開(kāi)始；Inthemeeting.會(huì)議進(jìn)行中：Adjustthelightswhenguestsdothepr

30、esentation.手動(dòng)燈光的調(diào)節(jié)(特別是使用投影時(shí)的燈光)；HelpthegueststopassthemicrophoneduringtheQ&A向與會(huì)者及時(shí)提供麥克風(fēng)服務(wù)；ProvidetheFaxandCopyService.提供傳真和復(fù)印服務(wù)Resolvetheemergencycorrectlyduringthemeeting.正確處理會(huì)議中的突發(fā)事件：1) Lights,MicrophoneandAVequipmentsProblems:燈光，麥克風(fēng)及AV設(shè)備問(wèn)題：Dial8127andinformAVEngineertoadjust.撥打分機(jī)8127,通知AV工程師調(diào)

31、節(jié)。2) Air-Conditionproblems空調(diào)問(wèn)題：Dial8104andinformDutyEngineertoadjust.撥打分機(jī)8104,通知值班工程師調(diào)節(jié)。3) NoiseProblems:relevant噪音問(wèn)題：Findwherethenoiseismade,asktherelevantpeopletostoporinformdepartment.確認(rèn)是那里發(fā)出的噪音，告知相關(guān)人員立即停止操作，或通知相關(guān)部門(mén)。4) Someproblemsyoucan'tresolve.一些你無(wú)法解決的問(wèn)題：Asksyourmanager,shiftleaderorsenior

32、stafftohelpyoutoresolve.告知你的經(jīng)理，領(lǐng)班或老練員工幫助你解決。MeetingRefreshment:會(huì)議中場(chǎng)休息再準(zhǔn)備工作：Changewatergobletandrefilltheicewater.水杯和冰水的再準(zhǔn)備；Cleanthetable.清理會(huì)場(chǎng)桌面；Refillthemints,paper,pencilorflipchartpaperetc.補(bǔ)充薄荷糖；補(bǔ)充會(huì)議用品，紙，筆等Cleanthecoffeebreakstationandrefillthemilk,sugar,coffeebeans,wateretc.清理補(bǔ)充茶歇臺(tái)，補(bǔ)充牛奶，糖，咖啡豆，水等。

33、CheckAVequipmentandchangethebatteryformicrophone.檢查A.V和麥克風(fēng)電源，即使更換電池.Leadgueststorestaurantwheretheirmealhasbeenreserved.客人如果在酒店別的餐廳用餐，應(yīng)及時(shí)為客人帶路；Checkthemeetingroomfloor,andinformPAtocleanifitisdirty.如果發(fā)現(xiàn)會(huì)議室地面不清潔及時(shí)通知客房部公共衛(wèi)生前來(lái)打掃；BillSettlement會(huì)議帳單：PrintthebillaccordingtotheBEOsheet.根據(jù)會(huì)議要求表及時(shí)打好賬單；Checkt

34、hebillifitiscorrect.檢查是否有誤；Checkifthereistelephonefee.檢查是否會(huì)議有電話費(fèi)用；Whenthemeetingisover,asktheorganizertosignthebill.會(huì)議結(jié)束后，及時(shí)找會(huì)議組織者簽字或者結(jié)賬；及時(shí)跟進(jìn)；Ifthereissomethingwrongonthebill,notifyshiftleaderormanagertohelpyou.如果結(jié)賬時(shí)有問(wèn)題及時(shí)通知領(lǐng)班或者經(jīng)理幫助處理。Afterorganizersigning,closethebillquicklyontheMICROSnachine.(Ifpay

35、cash,leadtheorganizertoFrontOfficetosettlethebill.)會(huì)議組織者簽字后，及時(shí)轉(zhuǎn)入結(jié)賬賬號(hào)；(如果是現(xiàn)金及時(shí)去3樓總臺(tái)結(jié)賬)FirstcopyofbillwillbeplacedinBanquetOffice,Secondcopywillbegivento'-IFrontOfficeorCateringCoordinator,andThirdcopywillbeleftinIn-RoomDining.將結(jié)賬完的賬單第一聯(lián)放在辦公室，第二聯(lián)給酒店會(huì)議接待或者前臺(tái)，第二聯(lián)留在客房送餐部；Resetthemeetingroomforsecondd

36、ay'meeting會(huì)議結(jié)束再準(zhǔn)備工作：Afterwashandwipethewatergoblet,resetonthetable.清洗擦干水背后，將水杯重新設(shè)于桌上。Waterpitchersshallbecleaned,andkeepthemintothepantrycabinet.冰水壺清洗收入邊柜；Cleanthemeetingtable.清理會(huì)議桌面；RefillMints,pepper,penciletc.完全補(bǔ)充薄荷糖，紙，筆等；Cleanthecoffeebreakstation,andrefillcoffeebeansandsugar.清理并補(bǔ)充茶歇臺(tái)；Switch

37、offtheAVequipment.關(guān)閉A.V設(shè)備電源；KeeptheMicrophoneandpreciousAVequipmentintocabinet.收好麥克風(fēng)，及貴重A.V設(shè)備進(jìn)邊柜鎖好；Checkifthereissomethingguestsleft,helptokeepandleavethemessagetonextshift.檢查是否有客人遺留物品，幫助收好,并在留言本上留言；Shutdowntheair-conditionandlights;lockthedoorofmeetingroom.關(guān)閉空調(diào)，燈光并鎖好門(mén)；CleaningofFunctionRooms會(huì)議結(jié)束清場(chǎng)工

38、作：Cleanupthewatergobletandwaterpitcher.收齊水杯,冰水壺；Cleanthemeetingtablesandcollectmintsandmeetingarticlesthatwecanuseagain.清理桌面,收齊薄荷糖及尚能用的會(huì)議用品；Sendthedirtycoffeecupstostewarding.收齊茶歇用品給管事部；NotifyAVengineertocollecttheAVequipmentsandmicrophone.通知弱電工程師收A.V設(shè)備及麥克風(fēng)；InformDutyEngineertoswitchoffair-condition

39、.通知工程部關(guān)閉空調(diào)等；collectIBMtablecoverandchaircover.收齊桌套,椅套；Sendthebanquettabletobanquetstore.必要時(shí)將會(huì)議桌裝車(chē)收入倉(cāng)庫(kù)；Collectallextensivelineandadaptortostore收齊電源插口及拖線板入倉(cāng)庫(kù)；Checkthemeetingroomfacilitiesandseeifthereisanybreakageonthecarpet.檢查會(huì)場(chǎng)設(shè)備，地面是否有破損；Beer啤酒Beck's貝克Budweiser百威Carlsberg嘉士伯Tiger虎牌Asahi朝日Premium

40、特級(jí)啤酒Corona墨西哥克羅娜Guinness健力士黑啤Heineken喜力Steinlager世好Draft生啤Fosters富士達(dá)Domestic國(guó)產(chǎn)啤酒TsingTao青島NonAlcoholBeer低酒精啤酒MillerSharp's美樂(lè)清啤SoftDrinks&MineralWater軟飲&礦泉水ChilledBottledJuices(Apple,Tomato,Orange,Pineapple,Grapefruit)冰凍桶裝果汁(蘋(píng)果汁，番茄汁，橙汁，菠蘿汁，西柚汁)FreshlySqueezedJuices(Orange,Carrot,WaterMelo

41、n)鮮榨果汁(橙汁，胡蘿卜汁，西瓜汁)SoftDrinks(CocaCola/DietCoke,Sprite,Fanta,GingerAle,TonicWater,SodaWater)軟飲料(可樂(lè)，雪碧，芬達(dá)，干姜水，湯力水，蘇打水)DomesticMineralWater(LaoShan)國(guó)產(chǎn)礦泉水(嶗山)ImportedMineralWater(Evian,Perrier,SanPellegrino，Watson'sDistilledWater)進(jìn)口礦泉水(依云，巴黎，圣培露，屈臣氏蒸餾水)CoconutMilk椰奶O(píng)olongTea烏龍茶Tea茶Herbal&Aromat

42、icTeas(Mint,Jasmine,EarlGrey,EnglishBreakfast,Camomile,GinsengTea)香料茶(薄荷茶，茉莉花茶，豪門(mén)伯爵茶，英式早餐茶，甘菊茶，人參茶)ChineseGreenTea(LongJing,BiLuoChun，MaoFen)中國(guó)綠茶(龍井，碧螺春，毛峰)Coffee咖啡FreshlyBrewedCoffee現(xiàn)煮咖啡Espresso意式特濃咖啡Cappuccino奶沫咖啡Latte伴奶咖啡ViennaCoffee忌廉咖啡ServiceProcedure(allbeverages):服務(wù)程序(所有飲料)：*Beveragesaretobed

43、eliveredtotheguestwithinthreeminutesoftheorderbeingtaken.*客人點(diǎn)單后三分鐘內(nèi)上飲料1. Useanon-slipbeveragetraytocarryallbeverages用防滑的托盤(pán)服務(wù)飲料2. Loadthebeverageusingcorrectprocedures用正確的程序裝飲料3. Carrythebeveragetrayinthelefthand,usingwaisthighmethodtoperfectionanddeliverdrinks用左手托飲料，以腰的高度為標(biāo)準(zhǔn)。4. Alwaysserveladiesfirs

44、twithbeverages服務(wù)飲料時(shí)以女士?jī)?yōu)先5. Announceeachbeveragesasitisserved在服務(wù)時(shí)，要報(bào)每一種飲料的名字6. Holdglassesbythebase,neverbytherim拿杯子時(shí)要拿杯子底部不要拿杯口7. Alwayshaveasecureholdonglasswareandtrayswhenserving服務(wù)時(shí)要以安全的方法拿杯子或托盤(pán)OpeningWine&ChampagneBottles開(kāi)葡萄酒和香檳酒*Allwinebottlesshouldbeopenedinfrontoftheguests,withoutspilling

45、ordamagingthewine.*所有的葡萄酒瓶在客人桌前開(kāi)啟，不要濺灑和破壞酒瓶。1. Presentthewinetotheguestandannouncethebrandandstyleofthewine客人桌前示酒，說(shuō)出酒的名字和葡萄酒類(lèi)型。2. Onapprovalfromtheguest,thewineshouldbeopenedusingthefollowingprocedures用以下的程序開(kāi)酒3. Allwineshouldbeopenedinthevicinityofthetable,infullviewoftheguest.Whitewineandchampagnec

46、anbeopenedwiththeassistaneeoftheicebucket,atrayonatrayjackcanbeusedtoassistwiththeopeningofbottlesofredwine所有的酒在客人桌子附近，在客人的視線范圍內(nèi)。白葡萄酒和香檳放在冰桶內(nèi)，托盤(pán)架上放上托盤(pán)以有利于開(kāi)酒。TableWines:1. Cuthardagainsttherimbelowthelipofthebottlestoneatlytrimtheseal.Removetheupperpartofthesealandputintoyourbucket割去酒蓋下方的封條，放入冰桶2. Wi

47、peawayanyaccumulatedmouldusingtheinnerfoldoftheservicecloth.Thisshouldbedoneautomaticallyevenifnomouldexists用折疊的口布把積聚的木屑擦掉，即使沒(méi)有木屑產(chǎn)生，這個(gè)動(dòng)作也要自動(dòng)的完成。3. Insertthepointofthecorkscrewintothecork,notinthecenter,twistinginaclockwisedirection,guidingthecorkscrewtoensureitisdrivenstraight'-throughthecentero

48、fthecork把開(kāi)瓶器轉(zhuǎn)入瓶塞，順時(shí)針?lè)较蛐D(zhuǎn)，引導(dǎo)開(kāi)瓶器確保它筆直的通過(guò)瓶塞的中央。Thecorkscrewmustnotpenetratethroughthecorkbutshouldbescrewedfarenoughtoensureafirmgriponthewholeneckofthecork開(kāi)瓶器不能刺透瓶塞，但要足夠的進(jìn)去，確使瓶塞能牢固的吸住整個(gè)瓶頸。4. Fittheleverintothelipbottle把杠桿其撬物放瓶口的邊緣。5. Usethelevergentlyremovesthecork.Thecorkmustbepulledstraightout用開(kāi)瓶器的把

49、手取出木塞，木塞必須筆直取出。6. Whenalmostremoved,gripthecorkinyourhand,gentlypullingitfromthebottle,sothatisdoesnotpop當(dāng)木塞快要全部取出時(shí)，用手拿住木塞，輕輕拔出，以防有“POP的聲音。7. Removethecorkfromthecorkscrewandofferittotheguestforinspection將木塞從螺旋釘上轉(zhuǎn)下，請(qǐng)客人鑒定酒的品質(zhì)。8. Cleantheneckofthebottleusingadifferentinnerfoldoftheservicecloth用口布的內(nèi)側(cè)清潔

50、瓶頸。9. Lookintotheneckofthebottleandremoveanycrumbsofcorkusingspiralofthewaiter'sfriends用螺旋釘把瓶頸內(nèi)側(cè)黏附的木屑取出。CoffeeMaking&Service咖啡的制作與服務(wù)CoffeeMaking咖啡的制作NormalCoffee:普通的咖啡：i. Usingcoffeecup.用咖啡杯。ii. Pressthecoffeebutton.按咖啡的按扭。DecaffeinatedCoffee:低因咖啡：i. Usingcoffeecup.用咖啡杯。ii. Putaspoonfullofde

51、caffeinatedpowderusingthecorrectmeasurementintothecoffeemachine.用正確的量匙將低因咖啡粉放入咖啡機(jī)。iii. Presswaterbutton.按水的按扭。Cappuccino:卡普契挪：i. Usingcoffeecup.用咖啡杯。ii. Pressthecappuccinobutton.按卡普契錯(cuò)的按扭。iii. Heatmilkbysteamerinaseparatepotuntilitishotandfoamforms.用蒸汽管將牛奶加熱制產(chǎn)生泡沫。iv. Scoopmilkfoamintothecoffee;pouralittleofthehotmilkintothecuptofillthecup.將泡沫放入咖啡；倒入少許的熱牛奶以讓杯加滿。v. Sprinkleontopwithcocoapowder.撒可可粉。CafeLatte(Cafeaulait):伴奶咖啡i. Usingcoffeemug.用帶柄的咖啡杯ii. Combine1/2ofhotmilkwith1/2coffee.混合半杯熱牛奶和半杯咖啡IcedCoffee:冰咖啡i.Usinghi-ballglass.用長(zhǎng)飲杯ii.