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WelcometoBanquet宴會(huì)廳歡迎您TrainingManual培訓(xùn)手冊

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)程報(bào)告給上級領(lǐng)導(dǎo)。ResponsibilityofabuddyistomakesurethenewemployeeunderstandsproceduresofBanquetandhowtofollowstandardssetinplaceasoutlinedintheBQTTM.對于一種伙伴的責(zé)任來說，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)手冊中的大綱規(guī)定的原則實(shí)際操作。Theoutcomeofthistrainingmanualwillensurethatthenewemployeeiscompetentinallareasofthedepartment.Aclearunderstandingwillbeestablishedfirstly,ofBackofHouseproceduresbeforetheyventureintoservice.Thiswillcreateaprofessionalandpositiveoutlookbyall.這個(gè)培訓(xùn)手冊的目的是確保新員工能勝任部門的全部工作。員工實(shí)際服務(wù)之前會(huì)很清晰的理解餐廳的程序，這將給大家發(fā)明一種專業(yè)的、主動(dòng)的工作環(huán)境。YourBuddyis______________你的伙伴是

ManualOutline手冊目錄JobDescription工作職責(zé)STARCareServiceProgram喜達(dá)屋關(guān)愛服務(wù)BasicKnowledgeforNewEmployees宴會(huì)廳新員工需掌握的基本知識*WesternService西餐服務(wù)Menu&Description自助餐菜單知識TableTopSetting,StationSetupandPantrySetup桌面擺臺(tái)，整頓邊柜和備餐間ServiceProcedure服務(wù)程序*ChineseService中餐服務(wù)Menu&Description中餐菜單知識TableTopSetting,StationSetupandPantrySetup桌面擺臺(tái)，整頓邊柜和備餐間ServiceProcedure服務(wù)程序*MeetingandCoffeeBreakService會(huì)議服務(wù)Varietiesofmeetingsetup多種會(huì)議的臺(tái)型ServiceSequenceforMeeting會(huì)議服務(wù)程序BanquetTables宴會(huì)桌子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)闡明Toprovide5Starhospitalityfoodandbeverageservice,throughouttheBanquet,maximizingguest’sexperience,usingStarwoodCares.運(yùn)用STAR(喜達(dá)屋關(guān)愛來賓服務(wù)計(jì)劃)來體現(xiàn)五星級的餐飲服務(wù)，使客人能在宴會(huì)廳得到最佳的感受。SCOPE大綱Toensureguestsatisfactionbyprovidingexcellentfoodandbeverageservice,inafriendly,competentandprofessionalmanner.Promotingafunworkenvironmentandbeingateamplayer.Theemployeewillalsohaveachancetomulti-skillinotherF&Boutlets.優(yōu)秀的餐飲服務(wù)必須具有友善、自信與專業(yè)的水準(zhǔn)從而向客人提供滿意的服務(wù)。發(fā)明愉快的工作環(huán)境，融入集體并成為集體的一員，員工也能夠有機(jī)會(huì)去餐飲部其它部門學(xué)習(xí)更多的技能。Uponcompletionoftraining,theemployeeswillbeempoweredtoresolveguest’sissues,inaccordancewiththeSTARstandards,beforeapproachingtheShiftLeaderforassistance.完畢培訓(xùn)后，即使在沒有領(lǐng)導(dǎo)的協(xié)助下，也能運(yùn)用喜達(dá)屋關(guān)愛來賓服務(wù)計(jì)劃來解決客人的問題。OBJECTIVESANDACOUNTABILITY:目的與重要事宜LearningandfollowingStandardsandSpecification’softheoutlets/bar.學(xué)習(xí)并運(yùn)用餐廳和酒吧的基本知識。ProvidingfeedbacktoShiftLeaderonwaysofenhancingservicedeliveryandserviceprocess.向領(lǐng)班提供反饋從而來提高服務(wù)水準(zhǔn)。Amajorobjectiveofthispositionwillbetoachievealeveltobeempoweredtohandlespecialrequestsfromoutletguests.本職位的一項(xiàng)重要任務(wù)是運(yùn)用所學(xué)的知識和所負(fù)擔(dān)的職責(zé)解決客人的特殊規(guī)定。SUPERVISIONEXERCISED:NoneSUPERVISIONRECEIVED:ReportdirectlytoF&BAttendantGrade2andtheShiftLeader直接向二級服務(wù)員和領(lǐng)班報(bào)告。RESPONSIBILITYANDAUTHORITY責(zé)任和授權(quán)DemonstrateSTARStandardsatalltimestoguestsandfellowemployees.每時(shí)每刻都要對客人和同事體現(xiàn)出喜達(dá)屋來賓關(guān)愛服務(wù)原則。BecomefamiliarwithRestaurant/BarStandardsandProceduresandfollowthemaccordingly.逐步熟悉餐廳/酒吧的服務(wù)原則和程序，并且根據(jù)那些原則操作。Knowledgeofindividualmenuitemsincludingbasicingredientsandmethodofpreparation.掌握菜單中每一道菜的知識，涉及基本原料和制作辦法。BasicFood&Beverageterminology.掌握餐飲的專用詞語。KnowledgeofFood&Beverageequipment.掌握餐飲器具。KnowledgeofFoodandBeverageitemsandprices.掌握食品和飲料品種和價(jià)格。KnowledgeofSettingupoftablestothespecifiedstandards,fordifferentmealperiods.掌握不同時(shí)間段的桌面擺放布置。Attendandcomprehendinformationdiscussedduringbriefingsessions.開會(huì)時(shí)，參加并且領(lǐng)略所討論的內(nèi)容。MaintainpropergroominginaccordancewiththeEmployeeHandbook.恪守員工手冊中儀表儀容的規(guī)定。ServeFood&Beverageinafriendlyandprofessionalmanner.用友善和專業(yè)的態(tài)度服務(wù)客人。Wearappropriateuniformsforthearea,assuppliedbythehotel.工作時(shí)，穿著酒店制服。Wearappropriatefootwearasspecifiedintheemployeehandbook.工作時(shí)，穿著酒店工作鞋。Befamiliarwithservicefacilitiesinthehotel.Includingnamesofotherrestaurantbarsandbanquetroomsinthehotel.熟悉酒店內(nèi)的設(shè)施，涉及其它餐廳酒吧和宴會(huì)廳名字。Beawareofanyspecialeventsinthehotel.能夠懂得酒店特別事件。Endeavortorememberguest’snamesandaddressthembytheirsurname.盡量地記住客人名字，并且用他們的姓來稱呼。Preparemis-en-placeforallmealperiods為每一餐準(zhǔn)備所需餐具，器皿，刀叉等用品。Reportanyguestfeedbacktothesupervisoronduty.向當(dāng)班主管報(bào)告客人的反饋意見。Ensurethatworkareaiscleanatalltimes.在每時(shí)每刻都要保持工作區(qū)域的清潔。EnsurecarefulhandlingofequipmentandlinenaswellasfollowingS&P’sforlinenexchange要確保用品和布草交接工作的精確性。PREFEREDKNOWLEDGE/QUALIFIATIONS:員工資力/條件HighSchoolCertificate高中學(xué)歷TourismSchoolCertificate旅游學(xué)校學(xué)歷WorkingknowledgeofEnglish–FluencyinEnglishwillbeadefiniteadvantage與工作有關(guān)的英語知識英語會(huì)話流利者優(yōu)先。F&BServiceexperiencepreferredbutnotessential最佳有餐飲服務(wù)經(jīng)驗(yàn)。STAR喜達(dá)屋關(guān)愛來賓服務(wù)計(jì)劃STARWOODCARESSTAR服務(wù)原則1STARServiceStandards1微笑與問候SmileandGreetSTAR服務(wù)原則2STARServiceStandards2交談與傾聽TalkandListenSTAR服務(wù)原則3STARServiceStandards3回答客人問題與預(yù)計(jì)客人需求AnswerandAnticipateSTAR服務(wù)原則4STARServiceStandards4解決問題和WOW補(bǔ)救系統(tǒng)ResolveandWOWRecoveryBanquetBasicKnowledgeforNewEmployees宴會(huì)廳新員工所需掌握的基本知識LocationofBallroomNorth,BallroomCenterandBallroomSouth,PrefunctionArea,BanquetBar,BanquetStewarding,BanquetStore,ConferenceRoom1&2andBoardroom1to6LocationofToiletneartomeetingroomsPagesNo.OfBanquetlikeManger’sandShiftLeader’sandHowtoPageLocationofStoreonLevel1&2TimeSheetandRosterNameofhis/hercolleges同事英文名字LocationofChineserestaurant,Chinesekitchen,Westernkitchen,Banquet,Stewarding,Riva’s,CelestialCourt,GardenBrasserie,中餐廳，中廚房，西廚房，宴會(huì)廳，管事部，利威士的方位UnderstandthesecurityresponsibilitiesofBanquetandLocationofFire-ProofingDoors理解宴會(huì)廳的安全責(zé)任及防火門所處的位置。KnowtheopeningtimeofeachoutletinF&B理解餐飲部其它部門的營業(yè)時(shí)間

Food&BeverageEquipment餐飲用品Chinaware:瓷器Ashtray煙缸B/BPlate面包盤CoffeeCup咖啡杯CoffeeSaucer咖啡底盤CreamerJug奶缸DessertPlate甜品盤DinnerPlate主食盤EspressoCup意式特濃咖啡杯EspressoSaucer意式特濃咖啡底盤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:不銹鋼用品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AppetizerKnife頭盤刀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:玻璃用品ChampagneFlute香檳杯Hi-BallGlass長飲杯OldFashion傳統(tǒng)杯RedWineGlass紅酒杯SherryGlass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)合用于講座式會(huì)議(人數(shù)較多);LCPandScreenwillberequiredforpresentation提供投影,屏幕以供演示使用;Flexiblesetup,Makethebestofspaceandbeeasytoaddorreducenumberofseats.特點(diǎn):布置較靈活,充足運(yùn)用空間,可隨時(shí)增加(減少)與會(huì)人數(shù);Icewaterstationandcoffeestationwillberequired.需要設(shè)立冰水臺(tái)和咖啡臺(tái)ClassroomStyle(PictureAttached)教室式布置:(附圖)Applytothemeetingthatparticipantshavetomakenote.合用與會(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-uptakealotofspaceandparticipantsarelimited.占用空間較多,人數(shù)受限制;Generally,Headtablewillberequiredtosetup.普通要設(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.合用小型研討會(huì)或講座;Normally,Lowplantarerequiredtoputincenterof“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“U”shape,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.普通不用投影,屏幕等設(shè)備;Icewater,mints,pencil,paperwillbesetonthetable.提供冰水，薄荷糖;鉛筆和紙LongTable(PicturedAttached)長桌式布置:(附圖)Applytosmallmeetingthatparticipantsarebelow20.合用于20人下列的小型會(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)Applytotrainingthattherearefewerparticipants.合用與人數(shù)較少的培訓(xùn)講座;Easilychangesetup相對靈活,改動(dòng)方便;Itincarnatethevibrantatmosphereandpayattentiontoparticipationofattendee體現(xiàn)培訓(xùn)活躍氛圍,重視與會(huì)人員的參加;MoreFlipChartwillberequired.普通提供較多夾紙板;Icewater,mints,pencil,paperwillbesetonthetable.提供冰水，薄荷糖;鉛筆和紙OthersStyle(PictureAttached)其它形式布置:(附圖)FishBoneisbasicallysametoclassroomstyle.魚骨式布置;基本同教室式布置;Double“U”shape雙”U”字式布置;MeetingServiceSequence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.告知工程部(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.理解會(huì)議組織者的名字;Communicatewithmeetingorganizertorealizewholemeetingcourse.與會(huì)議組織者溝通,理解會(huì)議進(jìn)程;Knowthetimeandplaceofguests’diningaftermeeting.理解客人會(huì)議結(jié)束后的用餐地點(diǎn)和時(shí)間。ReadtheBEOsheettoknowthewayofpaymentandtotalexpenseofthismeeting.看一下宴會(huì)與訂單，理解付款方式以及本次會(huì)議的全部費(fèi)用。Checkthecoffeebreakstationandreconfirmthestart-timeofcoffeebreakwithorganizer.檢查茶歇臺(tái)的布置,和會(huì)議組織者擬定茶歇時(shí)間;Welcomethemeetingparticipantsatentranceofroom.在會(huì)場門口等待會(huì)議開始;Inthemeeting.會(huì)議進(jìn)行中:Adjustthelightswhenguestsdothepresentation.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.對的解決睬議中的突發(fā)事件:Lights,MicrophoneandAVequipmentsProblems:燈光，麥克風(fēng)及AV設(shè)備問題：Dial8127andinformAVEngineertoadjust.撥打分機(jī)8127，告知AV工程師調(diào)節(jié)。Air-Conditionproblems空調(diào)問題：Dial8104andinformDutyEngineertoadjust.撥打分機(jī)8104，告知值班工程師調(diào)節(jié)。NoiseProblems：噪音問題：Findwherethenoiseismade,asktherelevantpeopletostoporinformrelevantdepartment.確認(rèn)是那里發(fā)出的噪音，告知有關(guān)人員立刻停止操作，或告知有關(guān)部門。Someproblemsyoucan’tresolve.：某些你無法解決的問題：Asksyourmanager,shiftleaderorseniorstafftohelpyoutoresolve.告知你的經(jīng)理，領(lǐng)班或老練員工協(xié)助你解決。MeetingRefreshment:會(huì)議中場休息再準(zhǔn)備工作:Changewatergobletandrefilltheicewater.水杯和冰水的再準(zhǔn)備;Cleanthetable.清理睬場桌面;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。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)告知客房部公共衛(wèi)生前來清掃;BillSettlement會(huì)議帳單:PrintthebillaccordingtotheBEOsheet.根據(jù)會(huì)議規(guī)定表及時(shí)打好賬單;Checkthebillifitiscorrect.檢查與否有誤;Checkifthereistelephonefee.檢查與否會(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)有問題及時(shí)告知領(lǐng)班或者經(jīng)理協(xié)助解決。Afterorganizersigning,closethebillquicklyontheMICROSmachine.(Ifpaycash,leadtheorganizertoFrontOfficetosettlethebill.)會(huì)議組織者簽字后,及時(shí)轉(zhuǎn)入結(jié)賬賬號;(如果是現(xiàn)金及時(shí)去3樓總臺(tái)結(jié)賬)FirstcopyofbillwillbeplacedinBanquetOffice,SecondcopywillbegiventoFrontOfficeorCateringCoordinator,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),第三聯(lián)留在客房送餐部;Resetthemeetingroomforsecondday’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.清理睬議桌面;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);SwitchofftheAVequipment.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.檢查與否有客人遺留物品,協(xié)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;CleaningofFunctionRooms會(huì)議結(jié)束清場工作: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.告知弱電工程師收A.V設(shè)備及麥克風(fēng);InformDutyEngineertoswitchoffair-condition.告知工程部關(guān)閉空調(diào)等;collectIBMtablecoverandchaircover.收齊桌套,椅套;Sendthebanquettabletobanquetstore.必要時(shí)將會(huì)議桌裝車收入倉庫;Collectallextensivelineandadaptortostore收齊電源插口及拖線板入倉庫;Checkthemeetingroomfacilitiesandseeifthereisanybreakageonthecarpet.檢查會(huì)場設(shè)備,地面與否有破損;Beer啤酒Beck’s貝克Budweiser百威Carlsberg嘉士伯Tiger虎牌Asahi朝日Premium特級啤酒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國產(chǎn)啤酒TsingTao青島NonAlcoholBeer低酒精啤酒MillerSharp’s美樂清啤SoftDrinks&MineralWater軟飲&礦泉水ChilledBottledJuices(Apple,Tomato,Orange,Pineapple,Grapefruit)冰凍桶裝果汁(蘋果汁，番茄汁，橙汁，菠蘿汁，西柚汁)FreshlySqueezedJuices(Orange,Carrot,WaterMelon)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，雪碧，芬達(dá)，干姜水，湯力水，蘇打水)DomesticMineralWater(LaoShan)國產(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OolongTea烏龍茶Tea茶Herbal&AromaticTeas(Mint,Jasmine,EarlGrey,EnglishBreakfast,Camomile，GinsengTea)香料茶(薄荷茶，茉莉花茶，豪門伯爵茶，英式早餐茶，甘菊茶，人參茶)ChineseGreenTea(LongJing,BiLuoChun，MaoFen)中國綠茶(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(全部飲料)：*Beveragesaretobedeliveredtotheguestwithinthreeminutesoftheorderbeingtaken.*客人點(diǎn)單后三分鐘內(nèi)上飲料Useanon-slipbeveragetraytocarryallbeverages用防滑的托盤服務(wù)飲料Loadthebeverageusingcorrectprocedures用對的的程序裝飲料Carrythebeveragetrayinthelefthand,usingwaisthighmethodtoperfectionanddeliverdrinks用左手托飲料，以腰的高度為原則。Alwaysserveladiesfirstwithbeverages服務(wù)飲料時(shí)以女士優(yōu)先Announceeachbeveragesasitisserved在服務(wù)時(shí)，要報(bào)每一種飲料的名字Holdglassesbythebase,neverbytherim拿杯子時(shí)要拿杯子底部不要拿杯口Alwayshaveasecureholdonglasswareandtrayswhenserving服務(wù)時(shí)要以安全的辦法拿杯子或托盤OpeningWine&ChampagneBottles開葡萄酒和香檳酒*Allwinebottlesshouldbeopenedinfrontoftheguests,withoutspillingordamagingthewine.*全部的葡萄酒瓶在客人桌前啟動(dòng)，不要濺灑和破壞酒瓶。Presentthewinetotheguestandannouncethebrandandstyleofthewine客人桌前示酒，說出酒的名字和葡萄酒類型。Onapprovalfromtheguest,thewineshouldbeopenedusingthefollowingprocedures用下列的程序開酒Allwineshouldbeopenedinthevicinityofthetable,infullviewoftheguest.Whitewineandchampagnecanbeopenedwiththeassistanceoftheicebucket,atrayonatrayjackcanbeusedtoassistwiththeopeningofbottlesofredwine全部的酒在客人桌子附近，在客人的視線范疇內(nèi)。白葡萄酒和香檳放在冰桶內(nèi)，托盤架上放上托盤以有助于開酒。TableWines:Cuthardagainsttherimbelowthelipofthebottlestoneatlytrimtheseal.Removetheupperpartofthesealandputintoyourbucket割去酒蓋下方的封條，放入冰桶Wipeawayanyaccumulatedmouldusingtheinnerfoldoftheservicecloth.Thisshouldbedoneautomaticallyevenifnomouldexists用折疊的口布把積聚的木屑擦掉，即使沒有木屑產(chǎn)生，這個(gè)動(dòng)作也要自動(dòng)的完畢。Insertthepointofthecorkscrewintothecork,notinthecenter,twistinginaclockwisedirection,guidingthecorkscrewtoensureitisdrivenstraightthroughthecenterofthecork把開瓶器轉(zhuǎn)入瓶塞，順時(shí)針方向旋轉(zhuǎn)，引導(dǎo)開瓶器確保它筆直的通過瓶塞的中央。Thecorkscrewmustnotpenetratethroughthecorkbutshouldbescrewedfarenoughtoensureafirmgriponthewholeneckofthecork開瓶器不能刺透瓶塞，但要足夠的進(jìn)去，確使瓶塞能牢固的吸住整個(gè)瓶頸。Fittheleverintothelipbottle把杠桿其撬物放瓶口的邊沿。Usethelevergentlyremovesthecork.Thecorkmustbepulledstraightout用開瓶器的把手取出木塞，木塞必須筆直取出。Whenalmostremoved,gripthecorkinyourhand,gentlypullingitfromthebottle,sothatisdoesnotpop當(dāng)木塞將近全部取出時(shí)，用手拿住木塞，輕輕拔出，以防有“POP”的聲音。Removethecorkfromthecorkscrewandofferittotheguestforinspection將木塞從螺旋釘上轉(zhuǎn)下，請客人鑒定酒的品質(zhì)。Cleantheneckofthebottleusingadifferentinnerfoldoftheservicecloth用口布的內(nèi)側(cè)清潔瓶頸。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：Usingcoffeecup.用咖啡杯。Pressthecoffeebutton.按咖啡的按扭。DecaffeinatedCoffee:低因咖啡：Usingcoffeecup.用咖啡杯。Putaspoonfullofdecaffeinatedpowderusingthecorrectmeasurementintothecoffeemachine.用對的的量匙將低因咖啡粉放入咖啡機(jī)。Presswaterbutton.按水的按扭。Cappuccino:卡普契挪：Usingcoffeecup.用咖啡杯。Pressthecappuccinobutton.按卡普契锘的按扭。Heatmilkbysteamerinaseparatepotuntilitishotandfoamforms.用蒸汽管將牛奶加熱制產(chǎn)生泡沫。Scoopmilkfoamintothecoffee;pouralittleofthehotmilkintothecuptofillthecup.將泡沫放入咖啡；倒入少量的熱牛奶以讓杯加滿。Sprinkleontopwithcocoapowder.撒可可粉。CaféLatte(Caféaulait):伴奶咖啡Usingcoffeemug.用帶柄的咖啡杯Combine1/2ofhotmilkwith1/2coffee.混合半杯熱牛奶和半杯咖啡IcedCoffee:冰咖啡Usinghi-ballgl