五星级酒店餐厅服务程序()

1、1CROWNE CAFE SOP咖啡厅服务程序咖啡厅服务程序2、如何开餐、如何开餐HOW TO OPEN THE RESTAURANT3、如何开餐、如何开餐HOW TO OPEN THE RESTAURANT4、如何开餐、如何开餐HOW TO OPEN THE RESTAURANT6) Daily briefing. 例会准备To conduct pre-service briefing on:例会内容： Hotel information.酒店信息 Daily room occupancy.客房入住情况 VIPs arrival/in-house.VIP顾客到店情况 Customer del

2、ight practices.顾客的喜好习惯 Customers comments.顾客意见 Daily Special. 每日特别介绍 Item/dishes to recommend.菜品推荐Why should the staff be briefed daily?为什么要每天开员工例会？5、如何为客人领位、如何为客人领位 HOW TO SEAT GUESTSSTEPSHOW/ STANDARDSTRAINING QUESTIONS1) Lead the guests to the table. 带领顾客到餐桌前 Say “Would you follow me, please, Mr.

3、/Mrs./Ms. XXX , then show the way to the guest by using your open palm, (Not the finger). 说：先生/女士/太太，请跟我来，同时展开手掌给客人带路。Walk in front of the guest, not more than one meter and do not walk too fast, look occasionally back if the guest is following you.走在客人的前面，大约，不要走太快，偶尔回头看客人是否有跟着。Why do you ask the gu

4、est to follow you? 你为什么要求客人跟着你？Why do you use your palm? 为什么你用你的手掌？Why do you look back at times with escorting the guest to the table? 为什么你要经常回头看客人？（当你带客人时）2) Check satisfaction 检查满意程度Upon reaching the table, say, “will this table be all right for you, Mr. /Mrs. XXX or Sir/Madam?”到达顾客桌前问：这张台满意吗？XX先

5、生/女士/太太？Why should you check for the table is up to the guests satisfaction?为什么要检查顾客满意程度？6、如何为客人领位、如何为客人领位 HOW TO SEAT GUESTS7、如何呈上菜单如何呈上菜单HOW TO PRESENT THE MENUSTEPSHOW/ STANDARDSTRAINING QUESTIONS1) Check the state of the menu 检查菜牌的情况Hostesses should always check all the menu pages and cover to e

6、nsure the menus are clean.资客要经常检查菜单每一页面，确保它们是干净的Why should the menu always be neat & clean?为什么要菜单保持整齐干净?2) Self introduction. 自我介绍“Good Morning/Afternoon/Evening, Mr./Ms. Sir/ Madam, my name is XXXX, here is the menu please”早晨/中午/下午好，先生/小姐/女士/太太。我是XXXX，这是您的菜牌Why should you introduce yourself?为什么

7、要介绍自己?3) Presenting the menu. 呈上菜单Standing at the right side of the guest, bend the upper body slightly; present the opened menu (first page) in front of the guest and say: “This is the menu, please” (use your right hand).站在顾客右侧，弯腰呈上已打开的菜牌的第一页，用右手指示给顾客，：这是您的菜单。If there are ladies in the group, serve

8、 the elderly lady first, gentleman next, host last.如果这里有女士，则年长的女士优先，男士随后，最后服务主人。Why should you open the menu for the guest?为什么打开菜单给顾客?8、如何呈上菜单如何呈上菜单HOW TO PRESENT THE MENU4) Explain which dishes are not available for that day 解释当日缺少的菜肴Apologize and explain to the guests which dishes are not availabl

9、e. 道歉并解释有哪样菜品不能提供。Say: ”I am terrible sorry but the XXX is not available today, instead I would recommend, XXX 说：我非常抱歉XXX今日不能提供，不过我推荐XXX给您 (You can start here to explain todays specials, without asking if they would mind see next step)你可以从现在开始介绍当日特式，如果顾客没有意见则进行下一步Why should you explain the not avail

10、able items first before explaining the specials?为什么先解释有哪样菜品沽清后推介特别介绍？9、如何呈上菜单如何呈上菜单HOW TO PRESENT THE MENU5) Introduce todays specials 介绍当日特别推介Ask the guest if they mind you explaining the special to them. 问顾客是否愿意接受推荐菜式。Say:” Would you mind me explaining you todays specials?”说：我可以介绍今日特式给您吗。Standing

11、straight at the table rotating your eye contact with the guest around the table and summarize the special with a clear voice in details. 站直并用目光与客人交流，清晰地向每位客人介绍细节 Follow the meal order: Starts with entrees, soup, fish and meats. (If special are applicable). Leave the desserts for after dinner.按照用餐顺序，

12、头盘小菜、汤、鱼和肉（如果特介绍适用）最后是甜品。Why should you ask “permission” first to explain the specials?为什么要等到确认后才介绍特别介绍?Why should you keep eye contact with all guests?为什么要与所有顾客保持目光接触?Why should you follow the meal order?为什么要跟据用餐顺序?10、如何点酒水如何点酒水HOW TO TAKE A DRINK ORDERSTEPSHOW/ STANDARDSTRAINING QUESTIONS1) Offer

13、assistance. 提供服务After presenting the menu, prompt the guest to place the drink order by saying 展示酒水单之后，询问顾客。“Mr./Mrs./Sir/Madam XXXX, may I take your drink order”. 先生/太太/女士，我可以为您点酒水吗？Why should you ask the guest if you can take the drink order?为什么询问顾客是否可以点单？2) Suggestive selling. 推荐餐品Recommend the w

14、ine of the month or specials of the month and ask for the sale. 将本月推广酒水和特式酒水介绍给顾客。Say:” We have XXX on special for today / this month, would you like one of these?”说：我们有一款XX酒水是本月/本日特式，您要试一下吗？Why should you up sell?为什么要销售？3) Check understanding. 确认点单Repeat the beverage order to the guest after writte

15、n on the order pad.重复顾客点单并用点单记录下来。 Why should you repeat the order?为什么要重复点单？11、如何点酒水如何点酒水HOW TO TAKE A DRINK ORDER4) Place the order in the POS system 录入Go to the nearest station and push in the order.去最近的POS机并录入点单。Why should you go the nearest POS station?为什么要去最近的POS机？Why should you order the bever

16、ages in the POS system?为什么要用POS机录入？5) Follow up跟进Keep an eye on the bartender for when the drinks are ready for speedy service to the guests.保持关注酒吧，当饮品完成则尽快服务顾客。 Why should you follow up?为什么要继续关注？12、餐台的酒水服务餐台的酒水服务HOW TO APPROACH THE TABLE TO SERVICE BEVERAGESSTEPSHOW/ STANDARDSTRAINING QUESTIONS1) A

17、pproach the table.服务方法Go to the guest table by carrying the drinks on a tray.使用托盘将饮料送到餐桌Why should the drink be on a tray?为什么一定要用托盘?2) Present the drink. 饮用服务Stand by the right side of the guest with right leg slightly in front.站在顾客右手边且右腿微微向前Hold the stem/base of the glass; place the glass on the ri

18、ght side of the guest, above the tip of the cutlery.使用干净的杯具，从顾客右手边服务，将杯放在餐具的顶端Say “Mr./Mrs./Ms./Sir/Madam XXXX, this is your XXXX (name of the beverage), please enjoy it” with a smile.说：先生/女士/太太XXX，这是您的XXX（酒水名称）请享受。并且保持微笑Why should you stand on the right side of the guest?为什么站在顾客右手边?3) Leaving the t

19、able. 离开餐桌Quietly back off away from the table, keeping your eye on the guest to ensure they are able to catch your attention should they require anything else轻轻的离开餐桌，保持目光关注顾客，确保顾客明白有事可以找你Why should you keep an eye on the table?为什么保持目光关注餐桌?13、如何进行食品点单如何进行食品点单HOW TO TAKE A FOOD ORDERSTEPSHOW/ STANDAR

20、DSTRAINING QUESTIONS1) Observe the guest if is ready for ordering. 观察客人随时准备听单Keep a close eye on the guest for any signs of them ready to order. Dont stand to far away of the table in clear view of the guests.保持对顾客的关注，随时准备帮客人听单，不要离开餐桌太远。When the guest has closed the menu and/or takes a sip of the dr

21、ink or look around that is usually the signal of being ready to order. 当顾客合上菜单或吸一下饮料又或者周围望时，这是一个信号，代表他们准备开始点单了。Why should you keep a clear eye on the guests?为什么时刻关注顾客?Why shouldnt you stand too far away from the table?为什么不要离开餐桌太远?What should you do when the guest is looking around for attention?当顾客四

22、处张望时应该做什么?14、如何进行食品点单如何进行食品点单HOW TO TAKE A FOOD ORDER2) Approach the table to take order. 点单Approach the guest table and stand in a position that have eye-contact and communication and say, Mr./Mrs./Ms./Sir/Madam XXXX, may I take your order now or would you like a few more minutes?接近顾客的餐桌，用眼神交流后说：*先

23、生/小姐，我可以为您点菜吗；或者需要再等一会儿? Look at the guest with a friendly smile, stand upright and lean the body forward a little bit.微笑看着顾客，站直并略倾前倾听顾客的要求。Listen carefully to the guest and right down the items on your note pad. Items must be listed on the note pad by seat number. Ask required questions per dish; 仔

24、细聆听，用纸记下每位顾客的要求及明细，并且举例确认。for example,例如：Salad dressing on the side or mixed. 沙拉酱汁跟上还是混合Say: ”Would you prefer to have the dressing on the side or mixed with the salad sir / madam?说：您希望我们把沙律汁拌好还是另上？Steak cooking way. 牛排烹饪方式Say: “How would you like your steak to be prepared; rare, medium-rare, medium

25、, medium-well or well done?”说：您希望您的牛排几分熟，三成、五成、七成、还是全熟？Repeat the order to guest after written in on your order pad. 根据台迹重复一遍给顾客知道。Speak to the guest slowly, clearly and politely.说话要慢、清晰和优雅。Why should you have eye contact?为什么要用眼神先交流?Why should you be friendly and smile?为什么要保持礼貌和微笑?Why should you lis

26、ted carefully?为什么要仔细聆听?Why should you write the order down?为什么要用笔记下点单?Why should you write the seat number on your note pad as well?为什么要在台迹上记下每个座位的客人的要求?Why should you repeat the order?为什么要复单?Why should you speak slowly and clearly?为什么说话要慢且清晰?15、如何进行食品点单如何进行食品点单HOW TO TAKE A FOOD ORDER3) Suggestive

27、selling. 推荐销售During the order taking process, suggest to consider additional dishes/courses; an entre, a soup in between entre and main or a desserts without being too aggressive. 听完单后，徐了点主菜还可推荐其它的附菜，如汤、甜品，但不能强行推销。(Desserts upwelling can also be kept for after the main course is finished and the tab

28、le is cleared)（甜品通常是餐后清完台后推销的）In addition, suggest the guest to consider the daily specials, promotional items.此外，建议客户考虑每日特价，促销品。Why should you suggest additional choices or dishes?为什么要向顾客建议和推荐附菜？Why shouldnt you be too aggressive in up selling?为什么不能强行推荐？Why can the dessert be kept to the end as wel

29、l?为什么甜品要最后出品？Why should you suggest daily specials?为什么要推荐特式品种给顾客？16、如何进行食品点单如何进行食品点单HOW TO TAKE A FOOD ORDER17、点单后摆台准备、点单后摆台准备HOW TO SET A TABLE AFTER THE ORDER HAS BEEN TAKENSTEPSHOW/ STANDARDSTRAINING QUESTIONSPrepare for the setting摆台准备Select your cutlery according to the ordered dishes and place

30、 them on a main plate covered with a folded napkin.选择合适的餐具，准备折叠好的餐巾放在盘子上Organize the cutlery per setting on your plate准备餐具放在盘子上Why should you follow the ordered dishes?为什么你要跟进顾客用餐？Why should you plate be covered by a napkin?为什么餐盘上要摆放餐巾？Approach the table靠近餐桌Walk slowly the guests table with the plat

31、e in your right hand.慢慢走向顾客，将餐具和盘子放在右手边Apologies to the guest. Say: “Excuse me sir / madam, may I change your cutlery for you?” 向顾客致歉说：打扰一下，我可以帮您更换餐具吗Stand by the right side of the guest with right leg slightly in front.站在顾客右边右腿微微向前为顾客更换 Why should you apologize to the guest?为什么向顾客致谦？18、点单后摆台准备、点单后摆

32、台准备HOW TO SET A TABLE AFTER THE ORDER HAS BEEN TAKENChanging the cutlery更换餐具Bend over slightly to change the cutlery.弯腰更换餐具Start on the right hand side to change that part of the cutlery setting.右手完成更换Follow to the left hand side to exchange the cutlery. Take care of your right elbow not to hit de g

33、uest.从左手边开始更换，保证右手臂不会碰到顾客Should you have to cross the guest from the right to change the cutlery of the right, apologize first before you move ahead.Why should you start n the right hand side?为什么用右手完成更换？Why should you be careful with your elbow?为什么要动作小心？Why should you apologize when crossing the gue

34、st?为什么不可以碰到顾客？Finished结束Once finished, thank the guest by saying: “Thank you” and move away from the table quietly.一个结束后，感谢顾客并轻轻离开Why should you thank the guests?为什么感谢顾客？Why should you move away quietly?为什么离开时动作要轻？19、如何服务食品如何服务食品HOW TO SERVICE A FOOD ORDER20、如何服务食品如何服务食品HOW TO SERVICE A FOOD ORDER21

35、、如何清洁盘、如何清洁盘,餐具和玻璃器皿餐具和玻璃器皿HOW TO CLEAR PLATES, CUTLERYS AND GLASSWARESTEPSHOW/ STANDARDSTRAINING QUESTIONS1) Approach guest table. 准备餐桌Say “Excuse me, Mr./Mrs./Ms./Sir/Madam XXXX, are you ready and may I remove the plates?” 说：打扰一下 先生/太太/女士XXX，现在可以帮您清理餐盘了吗If yes, stand at the right side of the guest

36、 with your right leg slightly in front of the table.如果确认，在顾客右边且右腿向前靠近桌子(DRILL LANGUAGE)Why do you need to apologize?为什么致歉?Why do you need to ask permission to clear the table?为什么要询问先?2) Clearing the table 清洁餐桌Remove soiled plates, cutleries, glasses and unwanted equipment on the table, e.g. salt &am

37、p; pepper.清理盘子、餐具、杯具和其他不必要的物品，如胡椒、咸盐瓶等Move clockwise to clear the other guests. 按顺时针方向清理Carry the non-slip round tray with your left hand and clear the items with the right hand.用你的左手托住托盘，右手清理Arrange the items neatly on the round tray将物品整齐的排列在托盘上Why should you remove as much as possible off the tabl

38、e?为什么要清洁桌面?Why should the tray be non-slip?为什么要用防滑托盘?Why should you arrange the items neatly on the tray?为什么要将物品摆放整齐在托盘上?22、如何清洁盘、如何清洁盘,餐具和玻璃器皿餐具和玻璃器皿HOW TO CLEAR PLATES, CUTLERYS AND GLASSWARE2310、如何进行餐后清洁如何进行餐后清洁HOW TO WIPE THE TABLE AFTER CLEARINGSTEPSHOW/ STANDARDSTRAINING QUESTIONSPreparation准备

39、Fold a napkin four times in half so you get a small sized cloth.将餐巾纸折成1/4，且用它作为小型。Place the cloth on a dessert plate and proceed to the table.将餐巾放在餐桌上的甜品盘中。Why should you fold the napkin fur times?为什么要折餐巾？Why should you bring a dessert plate?为什么要带甜品盘？2) Approach guest table. 准备清洁Say “Excuse me, Mr./

40、Mrs./Ms./Sir/Madam XXXX, may I wipe your table?” 说：打扰一下，先生/太太/女士/小姐XXX，我可以为您清理台面吗？If yes, stand at the right side of the guest with your right leg slightly in front of the table.如果确定，站在顾客右手边且右腿微微向前。(DRILL LANGUAGE)Why do you need to apologize?为什么要致歉？Why do you need to ask permission to wipe the tabl

41、e?为什么要先询问下？2410、如何进行餐后清洁如何进行餐后清洁HOW TO WIPE THE TABLE AFTER CLEARING2511、如何服务甜品如何服务甜品HOW TO SERVE DESSERTSSTEPSHOW/ STANDARDSTRAINING QUESTIONSPresent the dessert menu递送甜品单Upon completion of the meal, approach the guest on the right side and ask with a friendly manner “Excuse me, Mr./Mrs./Ms./Sir/Ma

42、dam XXXX, this is the dessert menu”. 正餐结束后，站在顾客右侧，友好的询问顾客：打扰一下，先生/女士/太太这是您的甜品单Why should you apologize?为什么要致歉?2) Take the order. 点单服务Offer the dessert menu opened to the guest.打开甜品单给客人。Suggest to the guest one of our best dessert or the daily special.介绍最好的或者特别推介的甜品给客人Repeat the order to the guest af

43、ter written on the order pad.重复顾客点单并写下点单Why should you suggest the betst dessert or daily special?为什么要介绍推广或最好的甜品?Why should you repeat the order?为什么要重复一遍?Order trough POS从POS机录入菜式Order the item through the POS System for production by the Pastry or respective kitchen通过POS 系统，将点单送至饼房或加工点Why should yo

44、u order through the POS System?为什么要使用POS机?2611、如何服务甜品如何服务甜品HOW TO SERVE DESSERTS2712、营业前准备营业前准备TASK: HOW TO DO PRE-SERVICE OPERATIONSTEPSHOW/ STANDARDSTRAINING QUESTIONS1) Ready and on time to be on duty. 班前准备Staff must be on time to come to work with smile, clean uniform and well groomed.员工必须换好制服，修

45、饰好仪容，脸带微笑，准时回到工作岗位。Why should the staff be on time?为什么要准时到岗?Why should the uniforms be clean and pressed?为什么制服需要干净整洁?2) Opening the restaurant. 餐厅开门Pick up keys from the Security Department, open the door and turn on the light.从保卫部领取钥匙打开餐厅并打开灯。Why should you pick up the keys from the security?为什么从保卫

46、部领取钥匙?3) Check the cleanliness. 检查清洁程度To use checklist to check the restaurant, table and chairs condition. 按规定检查餐厅，桌椅及摆放位置。Why should you check the restaurant?为什么要检查餐厅?Why should you use the checklist?为什么要使用检查表?2812、营业前准备营业前准备TASK: HOW TO DO PRE-SERVICE OPERATION4) Check the set up and overall 全面检查

47、桌面的摆设Check all set-ups in the outlet: Table set-up includes flower, tea glasses, cutleries, chinaware, napkin, ashtray, and salt and pepper shaker if applicable.检查台面上的摆设是否摆好，包括：鲜花、茶杯、餐具、瓷器、口布、烟灰缸、胡椒和盐瓶。If required reset the tables according to the days reservations.如果需要，可根据当日订餐重新摆设 。Why should you c

48、heck the set up?为什么要检查摆台?Why should you re-set the table according to the reservations?为什么要根据当日的订台重新摆设?5) Linen 布草Exchange dirty linens at the Housekeepings linen room based on a trolley exchange system “one for one”.去布草房更换布草，以一换一的方式Why do you use the one-to-one system?为什么要用一换一的方式?2912、营业前准备营业前准备TAS

49、K: HOW TO DO PRE-SERVICE OPERATION6) Opening the Bar. 开酒吧Clean the bar counters with a cleaning cloth.用专用抹布清洁酒吧设备Check bar inventory and fill in the opening stock column in the inventory file.检查盘点记录，补充数量。Pick up all requested items from F & B store room.从餐饮部办公室拿回所有领料单Fill ice in the clean ice bi

50、n. 补充干净的冰块Prepare standard beverage garnish includes Lemon/Lime wedge; slice lemon ring, parsley and salt etc.准备调酒装饰品如柠檬片、柠檬角、盐等。Why should you clean the bar counters?为什么要清洁酒吧设备Why should you use a cleaning cloth?为什么使用专用抹布?Why do you check the beverages?为什么检查酒水 ?Why do you fill out the inventory she

51、et?为什么填写盘点表?Why should the ice bin be clean?为什么制冰机要清洁?Why should you prepare the garnishes?为什么要准备装饰品?3012、营业前准备营业前准备TASK: HOW TO DO PRE-SERVICE OPERATION7) Daily briefing. 例会To conduct pre-service briefing on:班前会内容：Hotel information.酒店信息Daily room occupancy.房间出租情况VIPs arrival/in-house.VIP到店/在店情况Cust

52、omer delight practices.入住情况Customers comments.客户意见Daily Special. 特式推广Item/dishes to recommend.菜式推荐Why should you do a briefing?为什么要做例会? 3113、如何服务辅料和酱汁如何服务辅料和酱汁HOW TO SERVICE A DRESSING OR SAUCESTEPSHOW/ STANDARDSTRAINING QUESTIONSCheck the captains order检查点单Who gets what? To make sure the correct dr

53、essing or sauce is served to the right guest.确保客人的菜式对应相应的汁酱Why should you check who gets what?为什么要检查客人所点的是什么？Approach the table服务方法Walk towards the table and stand by the right side of the guest with right leg slightly in front of the table.来到顾客桌前，在顾客右侧右腿向前微弯靠近桌面前Say: “Excuse me sir / madam or Mr. /

54、 Mrs. XXX, may I serve the dressing / sauce?”说：打扰一下先生/女士或先生/太太，我可以为您倒上酱料吗？Serve the children/ladies first, then the gentlemen and follow by host. (Move clock wise around the table).服务时小孩女士优先，然后是男士，最后才是主人（沿顺时针方向服务）Why should you have your right leg slightly in front?为什么要右腿在前服务？3214、餐具如何收档餐具如何收档TASK:

55、HOW TO CLOSE THE RESTAURANT STEPSHOW/ STANDARDSTRAINING QUESTIONS1) Make last call 通知最后点单Inform the guest on a personal basis that the restaurant will close in 15 minutes.收市前15分钟通知顾客最后点单。Madame/Sir, may I inform you that our restaurant will stop serving atoclock in 15 minutes, is there anything else

56、 we can serve you?女士/先生，我很抱歉告诉您，我们将于XX点关餐，于15分钟内，还有其他什么我们可以为您服务的吗？Close out last checks and thank the guest.做收市检查并感谢顾客Any other details to be added by the hotel.由酒店确认是否有其他补充Why is the time 15 minutes and not shorter or longer?为什么是15分钟，不加长或缩短?Why should you close the checks?为什么要做班后检查?Why should you t

57、hank the guests?为什么要感谢顾客？3314、餐具如何收档餐具如何收档TASK: HOW TO CLOSE THE RESTAURANT 2) Hostess stand 咨客立岗准备The telephones have to be disconnected and kept in the Hostess cabinet. 关闭电话并放在领位台Reservation book, pen and order pad to be removed and kept in the Hostess cabinet.留座本，笔和点单纸应保存在资客台内Deliver outlets log

58、book to the Room Service (or designated area).将营业日志送到送餐部或指定区域Why should the phones be disconnected?为什么要切断电话 ?Why should these items be removed?为什么收起这些东西?Why should the log books go to the Room service or designated area?为什么要将报表送到送餐部或指定区域3) Keeping the equipment 保养设备All table equipments are to be rem

59、oved from the stewarding area and kept it in the outlet所有台面家私都要移到管事区域储存.Stations to be stocked up.分类储存好Why should all table equipment be removed from the stewarding area?为什么台面的家私要移去管事部区域?3414、餐具如何收档餐具如何收档TASK: HOW TO CLOSE THE RESTAURANT 3514、餐具如何收档餐具如何收档TASK: HOW TO CLOSE THE RESTAURANT 7) Sign out

60、. 签退Record information on internal log book for F&B cost controller and security.填写并上交餐饮部工作日志Sign out on outlet sign in/out book.在签名本上签退Why should information be recorded in the log book为什么将信息填写于工作日志?Who will read the log book?谁会翻阅工作日志?Why does every staff member sign out before leaving the work place?为什么所有员工要