餐飲服務(wù)流程培訓(xùn)手冊(cè)

服務(wù)工作流程標(biāo)準(zhǔn)任務(wù)具體實(shí)施標(biāo)準(zhǔn)Greettheguest問候客人當(dāng)客人到達(dá)餐廳門口的時(shí)候，從迎賓臺(tái)主動(dòng)走出面向客人問好歡迎客人。確定客人用餐人數(shù)。在客人就座之后在預(yù)約登記冊(cè)上作記錄所有的客人都應(yīng)該在15秒之內(nèi)受到我們的關(guān)注以及問候。如果是熟悉的顧客稱呼客人的名字，如果不知道客人的名字，詢問客人以便做好座位紀(jì)錄。如果客人單獨(dú)用餐，不要向客人詢問“你是一個(gè)人嗎”或“你還有其他朋友嗎”之類的話語(yǔ)。陪同客人，協(xié)助客人就座。引導(dǎo)客人走最近的路程到達(dá)客人指定的餐桌。拉開椅子幫助客人就座，首先關(guān)注女士以及兒童。根據(jù)營(yíng)業(yè)狀況，對(duì)于特定用餐的客人給予特別的關(guān)注。商業(yè)的客人喜歡座在靠邊的位子，因此盡可能滿足他們的選擇情侶喜歡坐在沒人打擾的地方老人和不舒服的客人喜歡坐在靠近出口和洗手間的位置。帶小孩的父母喜歡不擁擠的區(qū)域。所有的客人將在我們的引領(lǐng)下選擇他們理想的位子就餐提前進(jìn)行預(yù)約的客人，要根據(jù)人數(shù)給他們安排好桌子和擺好他們用餐的位子。如果客人晚到了一些，親自帶領(lǐng)客人走到餐桌用餐，不能只是指引路線。在經(jīng)營(yíng)狀況允許的情況下，每桌客人之間的距離至少有一張桌子的空間呈上菜單微笑的打開菜單站在客人的右邊，身體微傾用右手為客人展示菜單。保護(hù)好菜單，不要破損，保證菜單的時(shí)效性。女士?jī)?yōu)先，然后順時(shí)針旋轉(zhuǎn)。登記餐桌的號(hào)碼1.將口布正放到黃油碟上。2.登記完餐桌之后，詢問客人是否還有其他要求，然后向客人說(shuō)：“祝您用餐愉快。”登記餐桌號(hào)碼是為了告知前線的服務(wù)員客人的餐桌號(hào)碼，這樣他們可以撤掉多余的餐具以及桌椅。Takebeveragesorderandexplainspecialties當(dāng)客人點(diǎn)酒水時(shí)，向客人介紹我們的特色Ensureifguestisreadytoorder.Ex:“AreyoureadytoorderSir?”Serverwillverballyofferselectionofjuicesandanydailyspecialty.Ex:“Wouldyoucarefora…….”Listencarefullyandfillin“captainorder”usingsystemoutlinedinthemanual.Repeatguestordersafterorderhasbeentaken.Beforeleavingtable,explainanyspecialfoodmenuofferingandmentionnotavailableitems.明確客人是否開始點(diǎn)單了，例如：請(qǐng)問您是否需要先喝點(diǎn)酒水可以向客人提供一些口頭上的建議，，介紹一些平時(shí)比較受歡迎的果汁，例如：“您喜歡……？”仔細(xì)聽，填好客人的點(diǎn)單，按照工作手冊(cè)上制定的工作程序進(jìn)行。當(dāng)客人點(diǎn)完單后重復(fù)一遍客人的點(diǎn)單。在離開餐桌之前，向客人介紹有特色的飲品并向客人解釋哪些是我們暫時(shí)無(wú)法提供的，是不能點(diǎn)的。Ladiesfirst,thenmoveclockwiseUseXiangluGRANDpenandclearhandwritingUseseatingnumberingsystemgoingclockwise.Helpguesttodecideandexplaintoguestiftheyneedtoknowaboutcertainkindsofdrinks.女士?jī)?yōu)先，然后順時(shí)針旋轉(zhuǎn)。使用翔鷺集團(tuán)的筆，并保持書寫工整。順時(shí)針的方向用編號(hào)的方式記錄。幫助客人做決定，如果客人需要更多種類的飲品向客人作介紹。ServeBeverages提供飲品Preparecleantrayandcollectdrinksaccordingtoorderfromthebar.Arrangealldrinksaccordingly(heaviestinthemiddleofthetrayandlinethemtoguestseating).Keeptraybalancedandwalkcarefully.Bringdrinkstoguesttableandapproachguestfromtheright.Placecocktailnapkinbytherighthandsideofguestontopofthedinnerknife.Placedrinkonthecocktailnapkinandannouncethenameofthedrink.Proceedtonextguest.準(zhǔn)備干凈的托盤，從酒吧準(zhǔn)備好客人所點(diǎn)的飲料。安排飲品在托盤上的擺放，（重的放在中間，其余的按照客人座位擺成一排）。走路的時(shí)候要小心謹(jǐn)慎，保持托盤的平衡。服務(wù)酒水時(shí)，從客人的右手邊上酒水。擺放雞尾酒餐巾時(shí)放在客人的右手邊，將其放置在正餐刀的上面。把飲料放在杯墊上面，然后向客人說(shuō)明飲料的名稱。繼續(xù)下一位。Serveallbeveragesatthesametimeandnopartialorderonthetable.Ladiesfirst,thenmoveclockwise.Servefromrightsideoftheguestusingtherighthand.向所有的客人提供飲品的服務(wù)，不能歧視任何客人。女士?jī)?yōu)先然后順時(shí)針旋轉(zhuǎn)。在顧客的右手邊用右手提供服務(wù)。Removeextraplacesetting拿走沒有用的餐具Clearextrasettings:Foldflatnapkinandsetitonbeveragetray,placeallcutleriesinsidenapkinWhenfinished,adjusttableappointmentstomaximizespaceforguests.Restoreallextrasettingsonsidestation撤掉多余的餐具、客人不需要的用具：打開展平餐巾，鋪在飲料托盤上，將所有的餐具法在餐巾上。撤完后要調(diào)整餐具的位置以便客人有最大的空間用餐。把撤下來(lái)的餐具依次歸類放在服務(wù)邊柜上。Settingremovalmustbequietandunobtrusive.For2ormoreextraplacesettingremovals,abeveragetrayisrequired.Allitemsnotneededforselectionorderedareimmediatelyremovedfromthetable.移動(dòng)餐具的時(shí)候必須輕拿輕放，不能讓客人感覺到唐突。有兩處以上的餐具需要移動(dòng)的話，必須使用飲料托盤。點(diǎn)單上的菜式不要求的用具必須馬上從餐桌上撤掉。Takingfoodorder開始點(diǎn)菜Standtotherightoftheguestwhentakingtheorderandtomovearoundthetableifitisindividualorder.Writedownneatlyeachindividual’scompleteorderbeforegoingontothenextorder.Clarifywiththeguestonhowtheywouldlikecertainitemscooked:Steaks-rare/medium/welldoneFish-poachedorgrilled.Eggs-Fried,overeasy,scrambled,boiled,orpoached.Salads-whattypesofdressing.Addseatingno.nexttoitemorderedRepeattheordertotheguestsaftertakingeveryguestorders.站客人的右邊點(diǎn)菜，當(dāng)客人要單點(diǎn)時(shí)依次圍繞餐桌給客人點(diǎn)單當(dāng)你給下一個(gè)客人點(diǎn)單之前要完整的寫下已點(diǎn)客人的菜單詢問客人對(duì)菜的做法點(diǎn)牛排-三分熟/五分熟/全熟點(diǎn)魚-水煮或煎點(diǎn)雞蛋-煎,單面煎,炒,煮,或水煮沙拉-需要搭配何種類型的汁在點(diǎn)好的菜單后加上客人的座位編號(hào)點(diǎn)完菜后要向客人復(fù)述一遍。Ladyfirst,thenmoveclockwise.Giveguestfullattention.Listencarefullytowhattheguestsaresaying.Nothingismoreannoyingthanemployeeswhoarenotpayingattentionatyouasguest.Whengueststellwhattheywant,alwaysrepeatittoavoidmistakes.Usestandardabbreviationandnumberingsystemgoingclockwise.Donotrelyonyourmemory,asitwillaffecttheguestandtheoperationsincaseitemismis-ordered.Useoutletorhotelspecifiedabbreviationstorecordtheorder.Ifsomebodyordersforeverybodythenhe/sheisthehostandtobeservedlast.Aquicksuggestionalwaysimpressestheguest.Usesuggestivesellingwhentakingthefoodorder女士?jī)?yōu)先，順時(shí)針旋轉(zhuǎn)。全面關(guān)注顧客。隨時(shí)回答客人的提問，沒有比關(guān)心客人更重要的事情當(dāng)客人告訴你他的需求，要重復(fù)客人說(shuō)的，以免出現(xiàn)失誤。用標(biāo)準(zhǔn)的縮寫形式，數(shù)字編號(hào)，順時(shí)針方向。不要依賴你的記憶，在點(diǎn)單記錄出現(xiàn)錯(cuò)誤的情況下，會(huì)給客人和操作帶來(lái)影響。以便萬(wàn)一有任何遺漏，使用酒店統(tǒng)一的點(diǎn)菜單。如果某人為全體人點(diǎn)菜，則他（她）就是主人，這時(shí)他（她）的菜應(yīng)該最后一個(gè)上。記住座位號(hào)或客人的號(hào)數(shù)?？焖俚慕ㄗh會(huì)給客人留下印象Adjustcutleries調(diào)整餐具Lookatyourfoodorderandseewhatextracutleryyourequire.Pickupnecessarypieceofcutleryfromtheservicestationandcarrytothetableonplatewithfoldednapkin.Proceedtothetable,changeoraddcutlery.Alwayschangerightcutleryfromrighthandsideandleftfromleft.Continuethisprocedureuntilallcutleryadditionsorchangesarecompleted.Checktabletoensureeverythingiscorrect.根據(jù)客人的點(diǎn)單選擇需要配備的餐具。從服務(wù)邊柜中取出需要的餐具，使用盤子并且用餐巾蓋著端給客人。從客人的右手方向走向餐桌繼續(xù)更換或增加刀叉，記住，更換右邊的餐具從右邊開始，更換左邊的餐具從左邊開始。保持此服務(wù)程序直到所有餐具更換或填加完畢。檢查餐桌確保所有的餐具擺放正確。Cutleriesareclean,polished,andingoodcondition.Ladyfirst,thenmoveclockwise.Placeorremovecutleriesatthesametimetominimizedisturbances.Donotplacemorethan3coursesofcutleries.所有餐具必須干凈，不能有破損。女士?jī)?yōu)先，順時(shí)針旋轉(zhuǎn)。擺放或移動(dòng)餐具盡量在同一時(shí)間，盡量不要打擾顧客。擺放餐具不要超過3次。Pickupfood上菜Beginpickupprocedureonlywhenallthefoodforthecourseofatableisready.Arrangeitemssothatitcanbeservedinsequentialorderaroundthetable.當(dāng)所有的飯菜準(zhǔn)備就緒的時(shí)候開始上菜。安排好飯菜的位置，保持上菜的連續(xù)性。Forhandservice,Carrynomorethan3platesonetime.Usehandservicewheneverpossible.Ifunabletopickupandserveallfoodatthetable,findanotherwaitertoassist.Pickupcoldfoodfirstthenhotfood.用手服務(wù)的話，上菜一次不要超過3盤如果飯菜太多，找其他服務(wù)員協(xié)助上菜。先上冷菜然后熱菜。Servefoodandcondiments服務(wù)飯菜以及調(diào)味品ApproachtableandsmileServeeachguestfromguestrighthandsideusingrighthand.Announcethenameofthedishwhenserving,andexplainthedishifrequested.Wishguesttoenjoytheirfoodbeforeyouleavethetable靠近餐桌，微笑服務(wù)。在客人的右手邊，身體微傾用右手提供服務(wù)。當(dāng)為客人上菜時(shí)為客人報(bào)菜名，如客人需要告訴客人菜的做法。在離開餐桌之前祝?？腿擞貌陀淇霺erveladyfirst,thenmoveclockwise.Utilizenumberingsystem.Neveraskwho’shavingwhat.Itemsshouldbeplacedwithmeatfacingguestat6o’clock.女士?jī)?yōu)先，然后順時(shí)針旋轉(zhuǎn)。用數(shù)字編號(hào)的形式服務(wù)。永遠(yuǎn)不要詢問“誰(shuí)要什么，什么”。放有肉制品的飯菜要在顧客的六點(diǎn)鐘的方向。Detailtableandcontinueservice收拾餐桌繼續(xù)服務(wù)LookatthetablecarefullyRemoveanyitemnotneededbyguest.Replaceanycutleriesifnecessary.Offeradditionalitemsbeforeguestneeds.仔細(xì)的看一下餐桌。撤走所有客人不需要的東西。如果有需要用干凈的餐具替換。在客人沒有提出需要之前幫客人準(zhǔn)備好他們所須的。Anyashtraywithonecigarettebuttwillbechanged.Servicewillbeconsistentlyfriendly,outgoing,attentive,unobtrusiveandprofessional.Refillshouldbedoneindiscreetmannerandnobeverageglassshouldbelessthan1/4fullunlessadditionalbeverageisnotavailable所有的煙灰缸有一個(gè)煙頭就要馬上更換煙缸。必須提供連續(xù)不間斷的、熱情周到、有條不紊的專業(yè)化服務(wù)。續(xù)杯的時(shí)候要仔細(xì)、認(rèn)真并且在杯中的飲料不到1/4之前就要及時(shí)續(xù)杯，除非現(xiàn)有的飲料量不夠。Ascertainneeds明確顧客的需要Approachguesttableimmediatelyafterthedeliveryoffoodtoinquire.Ex:“IsthereanythingelseImightbringyouthistime?Wouldyoucareformorechillisauce?”客人點(diǎn)的飯菜上桌后要快速的走過去詢問，例如：您還需要?jiǎng)e的什么嗎？您需要再來(lái)一點(diǎn)辣椒油嗎？Avoidquestion“Iseverythingalright?”不要這樣問客人：“所有的飯菜都還好吧？”QualityAssurance保證質(zhì)量Askguestforcommentandfeedback向顧客詢問對(duì)于產(chǎn)品的意見以及顧客的反饋Aftermealbeforedessert在用餐結(jié)束后甜點(diǎn)之前ClearPlatefromTable清理餐桌上的盤子Approachtable,smile,andgetguestapproval.Ex.“Excuseme,MayIclearyourplate?”Collect1stplateandcutleriesfromguestrighthandside,usingrighthand.Transferplatetolefthandandholditwithyourthumb&indexfinger.Arrangecutleriessothatforkispointingawayfromyou.Thenholdtheplateandforkwithyourthumbfirmlyonthebaseoftheforkhandle.Thenslidetheknifeunderthefork.Collect2ndplateandbalanceitonyourlowerleftforearmandtheballofthethumb,andsupportitwithotherfingers.Usingeithertheforkorknife,scrapeanyleftoversontothefirstplate,slidethesecondknifeunderthefirstforkandplacethesecondforkalongthefirstfork.Collect3rdplateandleaveontopofthescrapedonesasisbutrepeattheflatwareplacement.行近餐桌，保持微笑，得到客人允許之后進(jìn)行服務(wù)。例如：“打擾一下，我可以清理一下您的盤子嗎？”收盤子的時(shí)候注意從客人的右邊，用右手收起第一個(gè)盤子。用大拇指與食指端盤，把盤子換到左手。調(diào)整好餐具防止從手中掉下，然后用手指固定好刀叉拖起盤子，然后把刀放到叉的下面。清理第二個(gè)盤子用前臂和大拇指使之平衡，同時(shí)用其它的手指來(lái)支持第一個(gè)盤子的重量。可以使用刀叉時(shí)，把殘留物擦到第一個(gè)盤里。第二個(gè)刀放在第一個(gè)叉的下面，第一個(gè)叉和第二個(gè)叉并排放一起。收第三個(gè)盤子并放在已清理的第二個(gè)盤上，刀叉的擺放依上所述。Tablesareclearedonlywhenallguestshavecompletedeatingtheircourse.Ifyouneedassistance,getitbeforebegintoclear.Clearplates,cutleryandscrapswithoutanynoise.Startwithlady,thenmoveclockwiseItisadvisabletocollecttheplatewiththemostleftoveronitfirstDon’tstackplatestoohigh.Limityourselfto4platesatonetime.只有所有的客人在用完餐之后才能開始清理餐桌。如果需要幫助，在開始清理之前就應(yīng)該確定幫你的人。清理盤子，餐具，并小聲地處理盤里的殘留物從女士開始，然后順時(shí)針旋轉(zhuǎn)。建議首先清理有最多剩菜的盤子不要把盤子堆的太高,一次限定自己只拿4個(gè)盤子Crumbdownatable.清除桌子上的碎屑。Preparewaiter’sclothandBBplate,orthecrumber.Approachtheguestontheirleft-handsideandsay,“excuseme,sir/madam.”Bendfromthewaistforwardandplaceplateinlefthandagainsttheedgeofthetable.Efficientlybrushcrumbstowardstheedgeofthetablewheretheplateis.Oncethetableisdone,placethesoiledutensilsonservicetrayattheworkingstation.使用專門的餐巾或清潔面包屑的器具，配合面包黃油盤來(lái)清理站在客人的左手邊面帶微笑的說(shuō)“打擾一下先生/女士”。探身彎腰，盤子在左手并靠近桌子的邊緣。及時(shí)地把面包屑刮向桌子邊緣的盤子里。一旦清除碎屑，要把臟的器具放在工作臺(tái)的服務(wù)盤里。Ensurethatallcutleryandplateshavebeenremoved.Startwithfemaleguest(ifapplicable)tothehost/ess(ifknown)last.確保所有的刀叉和盤子都被移走女士?jī)?yōu)先（先賓后主）Preparecheck準(zhǔn)備賬單Ensurethatwehaveascertainedthatnoadditionalitemswillbeordered.Checkifallitemshavebeenpunchedinandchargedcorrectlybeforecashierprinting.Requestprintingtocashierbyinformingtableno.required.Placethecheckinfolderandkeeponthestationreadytobepresented我們必須確定客人沒有任何其他的需要。在客人買單之前，我們要檢查輸進(jìn)電腦的客人用餐的所有項(xiàng)目，確保準(zhǔn)確無(wú)誤。在收據(jù)上面同樣要打印餐桌的號(hào)碼。把賬單保存在文件夾里，放在工作臺(tái)上，如果客人需要時(shí)及時(shí)出示。Checkmustbeclean,neatandaccurate.NeverreviewchecknexttoguesttableNeverwriteanythingonthecheck.Covermustbecleanandinexcellentcondition.賬單必須清楚無(wú)誤。不允許在客人餐桌附近對(duì)照賬單。不允許涂改賬單上的相關(guān)內(nèi)容。文件夾的封面必須潔凈，沒有破損。Presentchecktotheguest向客人出示賬單Collectreadycheckatthestation.Presentclosedfolderchecktotheguestfromguest’srighthandsideusingrighthand.Placeareadytousepenonthefolder,pointingtowardsguest.Walkawayandkeepadistancefromtheguestwhilewaitingforsettlement.把所有的賬單收集好放在工作臺(tái)上。在客人的右手邊用右手向客人出示折起來(lái)的賬單文件夾。在文件夾上準(zhǔn)備好筆，筆尖朝向客人。在顧客等待結(jié)算的時(shí)候，與顧客保持一定的距離。Checkshouldbeplacefacingguest.UseXiangluGRANDpen.Donotrushguesttosettleorwaitatthetable.Donotstandnexttoguestwhentheyreviewcheck.賬單需要放在面向顧客的位置。用標(biāo)有翔鷺集團(tuán)標(biāo)志的筆。不要催顧客結(jié)賬，不要在餐桌前等。在顧客檢查賬單的時(shí)候不要站在顧客的旁邊。SettleGuestCheck支付客人支票CashPayment現(xiàn)金付款Ensurecashgiveniscorrectenoughtocovertheamountonthebill.Takeittothecashier.Returnthechangewiththefirstcopyofthebilltotheguestinabillfolder.Leavethefolderclosedonthetableandsay“Thisisyourchangesir/madam,thankyouverymuch.”確保所給的現(xiàn)金足以付賬單上的數(shù)目。拿到收銀臺(tái).將賬單的第一聯(lián)和零錢放在賬單夾里遞給客人。把賬單夾留在桌子上并且說(shuō)，這是你的零錢先生/女士，非常感謝。CreditCard信用卡Bringitbacktothecashier.CheckthesliptoseetheamountiscorrectafterCashierprocessthecreditcardandapprovalisobtained.Presentfoldertoguestwiththecard,slipandbillforsignature.Checkthesignatureonthecardafterguestsign.Returnthecreditcardtoguest,togetherwiththecardholdersalesslipandthefirstcopyofthebill.Presenttheaboveinthefolder,openitandsay,“Thankyouverymuchsir/madam.”帶回到收銀臺(tái)。在收銀員劃卡并且交易通過后，重新檢查交易金額是否正確。讓客人在打印條和賬單上簽字。檢查客人在卡上的簽名。信用卡，打印條和賬單的第一聯(lián)一并還給客人。用文件夾的形式出示以上東西，打開并且說(shuō)，“非常感謝，先生/女士”。RoomAccount房間付款Ensureguestsignthebillwithprintedname,roomnumberandsignature.Makesuretheguestsignoneverybillpresentedtohim/her.Askforroomkeyorhotelkeyholderforcheckingtheroomnumberiscorrectlyprinted.Returnthekeyorkeyholdertoguest,andsay,“Thankyouverymuch.”確?？腿嗽诖蛴∶郑块g號(hào)的賬單上簽字。確保每一張給客人的賬單都有他們的簽名。要求用鑰匙來(lái)檢查房間號(hào)是否正確打印。把鑰匙還給客人并且說(shuō)“非常感謝”。CityLedger城市分類賬Ensureguestsignthebillwiththeirprintedname,signatureandcompany’sname.Makesuretheguestsignsoneverybillpresentedtohim/her.Ensurethatthecompanyhasacityledgeraccountlistlocatedinthecashierarea.Bringthesignedbilltocashierforcheckingpurpose.Ifeverythingiscorrect,returntotheguesttableandthankguestfordining.確?？腿嗽诖蛴×嗣趾凸久Q賬單上簽字。確保每一張給客人的賬單都有他們的簽名。確保公司在收銀臺(tái)有一個(gè)城市分類賬單。簽名的賬單拿到收銀臺(tái)以便確認(rèn)。如果一切正確，歸還到客人桌并感謝客人用餐。Neverassumegratuity.Allchangeisreturnedtotheguestinacheckfolder.AProperimprintedcreditcardvouchermustberetunedinacheckfolderwithXiangluGRANDpen.Nocopiesofguestbills/checksshouldbedestroyed,eveniftheyhavebeenRe-printedAllguestsarethankedusingtheirname,ifknown,whenthesettlementiscompleted.不要接受任何增物,所有的零錢將放在賬單夾里給客人打印出的信用卡賬單必須放在賬單夾里，連同標(biāo)有翔鷺集團(tuán)標(biāo)志的筆一起給客人即使有重新打印也不能損壞任何客人的賬單和票據(jù)，即使客人賬單和檢查的東西提前打印好了也不可以損壞。在結(jié)算時(shí)，以稱呼客人的姓來(lái)表達(dá)感謝AssistguestwithleavingandBidfarewell幫助顧客離開,客人離開前的祝福Approachtablesandassistinpullingchairassoonasguestsgivesignalthattheyareleaving.Helpguestputonhisorhercoat(ifapplicable).Openthedoorfortheguestwhentheyleave.Wishtheguestagooddayornightandthankthemfortheirvisit.如果看到顧客有離開的跡象，走近餐桌，拉開椅子。幫助客人穿上外套當(dāng)客人離開的時(shí)候?yàn)榭腿碎_門。預(yù)?？腿硕冗^美好的一天/夜晚并且感謝客人光臨Helpladiesandkidsfirst,thenmen.Openthedoorinsuchawaythatyouarenotblockingthewayforthegueststoleave.Useguestnameifknown.Donotshakeguest’shandifguestdoesn’tinitiateso.女士與兒童優(yōu)先，然后是男士。當(dāng)客人離開時(shí)不要擋住路，站在一邊為客人開門。如果知道的話，盡量稱呼顧客的姓名。如果不是客人主動(dòng)不要去與客人握手。Resettable重新布置餐桌Immediatelyfreetablefromsoiledfoodanddishes.Pickupallnecessarysetupsanddampclothontray.Cleantablewithdampclothusingrighthandwhenlefthandstillholdingtray.Placebackallcondimentsontableaccordingly.Startsetupunobtrusively.Checkchair,andcrumbifnecessary馬上把餐桌上的剩下的食物清理干凈，準(zhǔn)備所有需要的器具以及略濕的干凈抹布。左手依然拿著托盤，右手用略濕的抹布清理餐桌。重新把調(diào)味品擺上餐桌。布置餐桌的時(shí)候要按照一定的次序，有條不紊。檢查椅子，如果有必要進(jìn)行一些碎屑的清理。Clearingsoileddisheswithminimumnoiselevel.Ifnecessary,sanitizetablebywipingtablewithclothsoakedinsanitizingsolution.清理剩下的飯菜，注意不要發(fā)出很大的聲響。假如需要，清潔桌面用消過毒的濕抹布擦拭桌面COFFEESERVICE咖啡服務(wù)PreparingCoffee準(zhǔn)備咖啡NormalCoffeeRinsePotbypouringwarmwaterintothepotandemptyit.FillPotwithfreshcoffeefromthemachine.Placecoffeecupsetting,creamer,sugarandcoffeepotonatrayandbringittotheguesttable.普通咖啡先用倒點(diǎn)熱水進(jìn)去燙一下空壺。用壺從咖啡機(jī)上接咖啡。把一套咖啡杯、淡奶、糖和咖啡壺放在托盤上送給客人。DecaffeinatedCoffeeRinsepotbypouringwarmwaterintothepotandemptyit.Put2teaspoonsofdecaffeinatedcoffeepowderintothecoffeepot(for1portion)orelsefreshlybrewedDecafifavailable.Pourveryhotwaterintothecoffeepotandstir.Placecoffeecupsetting,creamer,sugarandcoffeepotontoatrayandbringittotheguesttable.無(wú)咖啡因的咖啡先用熱水燙一下空壺。放兩勺不含咖啡因的咖啡放于咖啡壺里（一人）。用開水沖進(jìn)壺里并攪拌。用一套咖啡杯、淡奶、糖的咖啡壺放在托盤里給客人送上。EspressoWarmtheespressocupwithhotwater.Useonlyfinelygroundespressocoffeepowder.Fillthecupwithespressofromthecoffeemachine.Asliceoflemonpeelshouldbeservedonthesidetogetherwithespresso.特濃咖啡先用熱水燙一下特濃咖啡的杯子。用一套上好的意大利咖啡粉。將濃咖啡從咖啡機(jī)倒進(jìn)咖啡杯內(nèi)。濃咖啡要配一片檸檬。CappuccinoWarmastandardcoffeecupwithhotwater.Pressthecappuccinobuttonontheespressomachine.Heatmilkbysteamerinaseparatepotuntilitishotandfoamforms.ScoopmilkfoamintothecoffeeSprinkleontopwithcocoapowder.意大利咖啡先用倒點(diǎn)熱水進(jìn)去燙一下空壺。在意大利咖啡機(jī)上按意大利鮮奶咖啡按鍵。把牛奶放到另一個(gè)壺里打熱直到有泡沫。把泡沫放在咖啡上。撒上可可粉。FreshlyBrewedCoffeewillbeservedtotheguestuponrequest.Standardsshouldbefollowedaccordingtothecoffeemachine.如客人需求可以給以現(xiàn)磨咖啡。必須根據(jù)咖啡機(jī)遵循使用標(biāo)準(zhǔn)和程序。ServingCoffee服務(wù)咖啡ArrangecompleteequipmentonroundservicetrayandapproachguestfromtherightPlacesugarsetinthecentreoftable.Placecupinfrontofguestoratupperrighthandsideofdinnerplate.Pourslowlyandcarefully,donotsplashorspill.LeavepotabovecupPlacecreamormilkabovecup.Wishguesttoenjoytheircoffeebeforeproceedtonextguest把所有需要的設(shè)備準(zhǔn)備好放到托盤從客人的右邊上。把糖盅準(zhǔn)備好放到桌子的中間。把杯子放到客人的前面靠近右手上方的正餐盤。倒的時(shí)候要小心不要濺出和溢出來(lái)。把茶壺放到杯子的上方。把淡奶和牛奶放到杯子上方。祝愿客人用餐愉快后再給下一個(gè)客人服務(wù)。Serveladyfirst,thenmoveclockwise.Utilizenumberingsystem.Neveraskwho’shavingwhat.Coffeecupandsaucermustbesetwiththecuphandlein4o’clockposition.Spoonwillrestonthesaucerparalleltothecuphandleat5o’clockposition.Fornormalcoffee,pouronly?ofcupsothatit'snottoofullwhenaddingsugarandcream.女士?jī)?yōu)先，然后順時(shí)針旋轉(zhuǎn)。用數(shù)字編號(hào)的形式服務(wù)。決不要問“這是誰(shuí)的“杯碟必須和杯子一起放在時(shí)鐘指向4點(diǎn)的位置，勺子放在底碟和杯子相同的方向當(dāng)時(shí)鐘指向5點(diǎn)的時(shí)候作普通的咖啡只裝3/4，當(dāng)放糖和牛奶時(shí)不會(huì)太滿。WATERSERVICE茶水服務(wù)ServingIceWater服務(wù)冰水PrepareIceWaterandservicetowelPuticecubesintopitcheruntilpitcheris1/3full.Pour/addwateruntilpitcheris90%full.FoldservicetowelintoasmallsquareServeWatertoguestsHoldpitcherwithrighthandandservicetowelwithlefthand.Serveicewaterfromtherightofguest,holdingpitcherwithservicetowelunderneathit.Pouricewaterintoglassuntilglassisabout80%full.Useservicetoweltowipeoffwaterdropsthatcondensedonpitcher.取好冰水準(zhǔn)備好服務(wù)毛巾把冰水放到壺面滿1/3。倒水，90%。把毛巾折成小方塊為客人倒水時(shí)左手拿毛巾，右手拿水壺。把毛巾放到水壺的下方拖住，站在客人的右手邊為客人服務(wù)。為客人倒到杯子的80%就可以。倒完用毛巾把壺上的水擦干凈。Complimentaryicewatershouldbepresetinbarorstationstobeserveduponguestrequest.Waterwillbeservedinawatergobletusingwaterjug,andperiodicallyre-filledwhentheglassisonethirdfull.冰水可以放在吧臺(tái)里提前準(zhǔn)備好以便客人隨時(shí)需要。用高角杯為客人裝水，倒冰水時(shí)裝到1/3滿就可。ServingBottledWater服務(wù)礦泉水Gettheorderedbottlefromthebarandapproachtabletoserve.Placeglassinfrontofguestfromtherighthandsideofguest.Pourwateruntilglassishalffullandplacebottleontherightandabovetheglasswiththelabelfacingtowardstheguest.Alwaystelltheguestswhatdrinkyouaregivingtheminordertopreventmistakes.Ifyouforgetwhoorderedwhatoryoudidnottaketheordertrytoasktheguestspolitelywhohasorderedwhatdrink.從酒吧里拿出客人點(diǎn)的酒水接近客桌服務(wù).從客人的右手邊把杯子放到客人的前面.為客人倒水直到半分滿就可，倒完把瓶子放到杯子上方的右手邊并把標(biāo)簽朝向客人。如果玻璃杯也有標(biāo)簽，也是將標(biāo)簽朝向客人放置。當(dāng)你為客人上酒水時(shí)不要忘了告訴客人名稱以免出現(xiàn)錯(cuò)誤。假如你忘記客人點(diǎn)的是什么或沒有點(diǎn)單，要很有禮貌的詢問客人點(diǎn)的是什么。Makesureweusetray.Allbottleswillbeopenedatthebar.Alwaysserveladyfirst,thenmoveclockwise.Ifservingfromtherightisnotpossible,thenservefromtheeasiestangle.Donotforcethis.Itisbettertoservethedrinksfromtheleftandsmoothly,ratherthanfromtherightandpouringthedrinksovertheguests.Tryyourbesttonottocrosstheguest.Utilizeseatingno.systemtobesurewhoishavingwhat.確保托盤不離手。所有的酒水必須在酒吧打開。女士?jī)?yōu)先，然后順時(shí)針旋轉(zhuǎn)。如果從右手邊不方便，那么從比較容易的地方服務(wù)，服務(wù)酒水時(shí)寧可從左邊上也不要擋住客人。請(qǐng)使用座位號(hào)系統(tǒng)確?？腿说狞c(diǎn)單WINESERVICE酒水服務(wù)PrepareWineandchampagneservice紅酒和香檳服務(wù)的準(zhǔn)備Prepareglassaspernumberofguests.Thenplaceeachglassontherightsideofwaterglass.PreparefoldedservicenapkinForwhitewineandchampagne,preparewinebucketandstand.Fillupbucketicecubesandpourwatertillallicecubesarecovered.Placethebottleintothebucket.Bringthesetofbucket,stand,andwinetobeplacenexttoguesttable.為每一位客人準(zhǔn)備酒杯。然后將酒杯放在客人水杯的右邊。準(zhǔn)備折疊好的餐巾。對(duì)于白葡萄酒和香檳，要準(zhǔn)備酒桶和支架。在酒桶中放上冰塊并加水直到水淹沒冰塊。然后將酒放進(jìn)冰桶。將桶的一套物件，支架和酒拿到客人餐桌附近指定的地方。Glassshouldbeclean,spotless,andodorfree.Napkinshouldbecleanandnicelyfolded.WinecoolermustbecleanandspotlessBucketshouldbe3/4fullandicewaterisnotoverflowing.Makesurethepositionofbucketandstandwillnotblockserviceflow.酒杯要干凈，沒有污點(diǎn)和異味。餐巾要干凈并折疊整齊。酒水冷凍用具要干凈沒有污點(diǎn)。冰桶3/4滿，冰水不能滿溢。要確保冰桶和支架所在的地方不能阻礙服務(wù)線的暢通。PresentingWinetoguest紅酒服務(wù)Layfoldednapkinonlefthandpalmandleanwinebottleagainstnapkin.Approachhostfromrighthandsideanddisplaywinetothehost.Reconfirmwineorderedandobtainpermissiontoproceed.Saying“ExcusemeSir/Madam,thisisyourMadfishChardonnay,2004.MayIopenitnow?”Asguestapproves,placeredwineuprightonsidetable(whitewinetobeplacebackintothebucket),thenproceedtoopening.將餐巾放在左手手掌上，酒瓶斜倚著餐巾。站在客人的右手邊進(jìn)行酒的展示。再次確認(rèn)紅酒的點(diǎn)單，在得到客人同意后才能進(jìn)行接下來(lái)的操作。如“打擾了先生/小姐這是您點(diǎn)的04年的Madfish夏敦埃酒，現(xiàn)在需要為您打開嗎“？得到客人同意后，使紅酒的話就把它放在旁邊的操作臺(tái)上，白酒和香檳要放回冰桶以便于下面的開酒工作。Whendisplaying,Labelfaceoutandbottleneckontop.Ensurecorrectorderbyconfirmingnameofwineandvintagebeforeopeningwine.向客人展示酒水的時(shí)候，標(biāo)簽朝外瓶頸向上。開酒之前通過核對(duì)紅酒的名字和制造年份來(lái)確證酒水點(diǎn)單。Openabottleofwine開酒服務(wù)Asguestapprove,placeredwineuprightonsidetable(whitewinetobeplacebackintothebucket).Proceedopening:Restnapkinonleftarmandopenbladeofthewineopener.Holdbottlesecurelyfromtheneckwithlefthand.Withrighthand,cutthetopofthesealinacircularmotion.Cutallthewayaroundtillthewrapperiseasilypulledoff.Openscrewoftheopenerandputthetipinthemiddleofthecork.Ensurescrewisstraightandbeginturningthescrewclockwise,whileapplyingadownwardpressure.Stopwhenthescrewis?insidethecork.Securethemetalarmofopeneronthebottlelip.Pullthehandleoftheopenerstraightupwhilelefthandindexfingerpressingmetalarm.Removecorkgentlyfrombottleandpullittowardsyourbody.Loosencorkbyturningscrewcounterclockwisewithyourighthand,whileholdingcorkwithlefthand.Putthecorkandthecorkscrewinyourpocket,unlessguestrequestotherwise.HoldnapkinonlefthandpalmandholdwinefrombehindthelabelwithrighthandWipethelipofthebottlefromdirtandanyremainingcorkdebris.得到客人同意后，是紅酒就把它放在旁邊的操作臺(tái)上，白酒和香檳要放回冰桶以便于下面的開酒工作。將餐巾放在左臂上并打開開瓶器的刀片。左手小心地扶住瓶頸，同時(shí)右手持刀片繞圈將酒瓶塑料封印的頂端割開，一直割到封印很容易脫落為止。打開開瓶器上螺旋釘，將尖端插入軟木塞的中心。螺旋釘保持直立，施加一個(gè)向下的力順時(shí)針旋轉(zhuǎn)。當(dāng)螺旋釘進(jìn)入到軟木塞3/4的時(shí)候停止旋轉(zhuǎn)。打開開瓶器的金屬柄，確保將其抵在瓶口上。向上直拉開瓶器的把手，同時(shí)左手食指按住開瓶器的金屬柄。慢慢地移動(dòng)軟木塞并朝著自己將其從瓶中拉出。左手握住軟木塞，右手順時(shí)針轉(zhuǎn)動(dòng)螺旋器時(shí)軟布塞松動(dòng)。如果客人沒有其他要求可將軟布塞和開瓶器放進(jìn)口袋里。左手拿餐巾右手從標(biāo)簽背面握住酒瓶。擦干凈瓶口的污跡和有可能殘存的軟木塞屑。SealshouldbecutrightbelowbottlelipforhygienepurposeEnsurethecorkisnotcrackingorbreakingwhenpullingcorkupward.Makesurethereisnonoisewhenthecorkisfinallyremoved.Donotthrowcorkintobucketorelsewhereafterloosenit.衛(wèi)生起見，封印應(yīng)當(dāng)恰好從瓶口下端割起。在將軟木塞向上拔起的時(shí)候要保證軟木塞沒有破裂或裂斷。在拔起軟木塞的時(shí)候確保不發(fā)出響聲軟木塞被拔出后不要將其隨意地放置在冰桶或其他地方。ServingWine酒水服務(wù)Approachhostfromrightsideandoffertasting.Ex“Sir,wouldyouliketotastethewinefirst?”Pourabout1clofwinetohost’sglassandwaitforguestapproval.Ifguestapprove,proceedservingclockwise,startwithladiesandhostlast.Keeptheleftoverredwineonsidetable(leftoverwhiteintothebucket)andrefillasnecessary.從客人的右手邊上前建議品酒。如“先生，要不要先試一下酒？”在主客的杯子里倒上1cl的酒等待客人的回音。主客同意后，女士?jī)?yōu)先順時(shí)針為客人斟酒，主人最后服務(wù)。把剩余的紅酒放在旁邊的操作臺(tái)上（白葡萄酒放回冰桶）以便酒水續(xù)杯。Whenpourwine,makesurethelabelisfacingguestanddonotshakethebottle.Onlyserve/pourhalfglassfulltomaintainwinetemperature.ForbigtableusingChinesewineglass,onlypour1/3glassfor1stroundtoidentifywhoisdrinkingwineandwhoisnot.Thenrefillmoreforguestwhodrinkswine.斟酒的時(shí)候保證標(biāo)簽對(duì)著客人，瓶子不能抖動(dòng)。只能倒半杯的酒以保證客人喝這杯酒時(shí)酒的溫度一直都是適宜的。首先第一圈要知道哪些客人會(huì)喝酒和不會(huì)喝酒，當(dāng)下一次為客人加酒時(shí)就可以為會(huì)喝酒的客人多加些。CIGARETTESERVICE香煙服務(wù)Servingcigarettetoguests.提供香煙服務(wù)。Getaboxofcigarettewithapropercaptainorder.Removetheplastictransparentcoverfromthecigarettebox.Pullout3piecesofcigaretteslightlyfromthebox.Placethepackona5-inchBBplatewithaboxofmatchesPresenttoguestandmentionthebrandname.根據(jù)點(diǎn)單的要求為客人拿香煙。拿掉香煙外面的塑料膜。從盒子里拿出3支香煙。放在有一盒火柴的5英尺的盤子里。交給客人并注意牌子的名字。AllstaffmustknowthebrandsofcigarettesavailableintheoutletGuestrequestingcigaretteswillbeservedwiththeirchosenbrandwhereavailable.在餐廳應(yīng)該了解可以提供的香煙的牌子提供給客人的香煙應(yīng)該時(shí)刻人所要求的那個(gè)牌子Lightingcigaretteforguest.為客人點(diǎn)煙Ensurethelighterisadjustedattheminimumflamelevelbeforeapproachtoguest.Oncetheguestplacesthecigarette,holdthelighterapprox.30cminfrontoftheguest,andthenstrikethelighter.Oncetheguesthasrealisedthattheflameislit,moveittowardthecigarette。HoldittherewhiletheguestlightstheircigaretteAfterguestisdone,extinguishtheflameandremovethelighter.在接近客人之前要確保火焰最小。每一個(gè)客人當(dāng)他們拿煙時(shí)打開打火機(jī)持續(xù)30秒在客人面前，然后把火熄滅。當(dāng)客人明白你的意思后把火移到點(diǎn)煙的地方。直到客人的煙點(diǎn)著為止。5．客人點(diǎn)完煙過后，把火熄滅拿開。Anticipatetheguest’sneeds.Ifyouseeaguesttakingouttheircigarettepacketfrompocket,beprepared,getyourlighterreadyandstandbyclosetotheguest.Ifyouareinawindylocationyoumayneedtosheltertheflamewithyourotherhand.預(yù)測(cè)客人的需要。如果你看到客人從包里掏香煙，要準(zhǔn)備好火并靠近客人，隨時(shí)為客人服務(wù)。如果是在一個(gè)有風(fēng)的地方要用另一手擋住火焰。ChangingAstray更換煙灰缸Obtainservicetrayandputcleanashtraysontray.CheckaroundtablelookingfordirtyashtraysWhileholdingservicetraywithlefthand,pickupcleanashtraywithrighthand:bycoverdirtyashtraywithcleanonetopreventashesfromscattering.Takethemawayfromtableputdirtyashtrayontray.Putcleanashtraybackontable.用服務(wù)托盤把干凈的煙灰缸放在托盤里。檢查桌子，尋找臟的煙灰缸。用左手拿服務(wù)托盤。用右手拿起干凈的煙灰缸，蓋住臟的并防止煙灰發(fā)散把臟的煙灰缸放在托盤里并把干凈的放回到桌上。Neverstackmorethan4ashtraysinonepile.Makesureashtraysontabledonothavemorethan2butts.決不放多于四個(gè)煙灰缸放成一堆。確保桌子上的煙灰缸里不可以多于兩個(gè)煙頭。TRAYSERVICE托盤服務(wù)Bussingtraytostewardingarea.把托盤送到管事部。Ensurethatallitemsaresecurelystackedinamannerthattheywillnotfalloff.PickupthetrayusingtheshouldercarrymethodbeingverycarefulPlacethetrayonthespaceprovidedinthestewardingareaandunloaditsafely,andtakingcarenottobreakanyitems.Atthestewardingbench,itemsaresortedtoassistthestewards.Itemsaresortedinthefollowingmanner: Cutleryissortedinitsindividualcontainers.Platesareplacedonsimilarpiles.Contentsofglassandcupsareemptiedintoaliquidbinandthensortedupsidedownintoitsracks.Straws,foodscraps,papernapkins,doiliesarediscarded.Dirtylinenshouldbeplacedinthelinentrolley/bag.Juicesormilkproductsintheglassshouldbescrubbedonthebottlebrush,priortobeingplacedintheirindividualracks.Wipecleanservicetrayandplacereadytopickupfood.使用肩膀運(yùn)送托盤方法的時(shí)候要小心，注意托盤上的物品是否放穩(wěn)、放正確，確保不要掉下來(lái)。拿起托盤時(shí)用肩部拖起要非常小心。把托盤放于管事部規(guī)定的地方并且小心的卸下托盤上的物品，盡量不要打爛物品。要幫助管事部分揀分類物品，遵循以下原則：刀叉放在一個(gè)單獨(dú)的器皿里。盤子單獨(dú)放。杯子被清空后放到化學(xué)藥水中泡浸或放到筐里。試管、食品的廢料紙巾要丟掉。臟的布草放到布草車或袋里面。裝果汁或牛奶的杯子應(yīng)該用刷子把底部清理干凈后才可放到杯筐里在拿食物之前先要把服務(wù)托盤擦干凈和準(zhǔn)備好。Anyservicepersontravelingintothekitchentopickupfoodordrinksistocheckthestationtoseeifanytraysneedtobebussedbacktothestewardingarea.DonotoverloadtrayAlwaystakeglassesbystemorbase.NeverleaveLineninthestewardingareaVerycarefulnottothrowcutleryinthegarbagebin.為了提高效率，任何員工進(jìn)去廚房取飲料或食品的時(shí)候都必須要查看一下工作柜是否有需要運(yùn)送回去管事部的托盤。不要讓托盤一次負(fù)擔(dān)過多器具。拿玻璃器皿時(shí)要拿杯腿或杯底。不要把餐巾遺留在管事部注意不要把餐具丟進(jìn)廢物箱Carrying&LoadingFoodTray拖&裝食物托盤CarryingFoodTray:Toliftatrayallow15cmofthetraytoprojectovertheedgeofthetrayjack.Placethelefthandunderthetray;palmofyourhandshouldbeattheheaviestpart.Bendcarefullyatthekneesandlifttakingthestrainthroughthelegs.Trayiscarriedaboveshoulderlevel.Holdtheupperarmandelbowclosetothebody.Whilemaneuveringthroughcrowdguardthetraywithyourotherhand.食物托盤舉起