五星级酒店餐厅服务程序课件

1、五星级酒店餐厅服务程序2022/7/15五星级酒店餐厅服务程序、如何开餐HOW TO OPEN THE RESTAURANTSTEPSHOW/ STANDARDSTRAINING QUESTIONSStaff to be ready for duty.员工准备当值Staff must be on time to come to work with smile, clean uniform and well groomed.员工必须保持服装整洁、面带微笑，并准时到岗。Why should the staff be on time?为什么要员工准时到岗？Why should the staff b

2、e well groomed?为什么员工要有好的仪容仪表？2) Opening the restaurant. 餐厅开始营业Pick up keys from the Security Department, open the door and turn on the light.从保卫部领取钥匙，开门并开灯。3) Check the maintenance. 维修检查To use checklist to check the restaurant, table and chairs condition. 使用检查表，检查餐厅包括台椅是否破损。Why should the restaurant

3、 be checked?为什么要检查餐厅？五星级酒店餐厅服务程序、如何开餐HOW TO OPEN THE RESTAURANT4) Check the cleanliness and set up 检查卫生和摆台Check all set-ups in the outlet: Table set-up includes flower, glasses, cutleries, chinaware, napkin, ashtray, floor crump and salt & pepper shaker if applicable.检查所有的摆台，桌面鲜花、杯具、餐具、瓷器、餐巾、烟灰缸、地面清

4、洁、盐和胡椒瓶准备等等。Exchange dirty linens at the Housekeepings linen room based on a trolley exchange system “one for one”. (See “Change the Linen” SOP: 0029-GEN-012005)以一换一的方式去布草房更换布草。Why should all set ups be checked before service?为什么在餐前检查所有摆台准备工作 ？5) Opening the Bar. 开吧Clean the bar counter with a clean

5、ing cloth.用抹布清洁所有酒吧设备。Check bar inventory and fill in the opening stock column in the inventory file.检查并填写酒吧清单。Pick up all requested items from F & B store room.从餐饮办公室拿回领料单。Fill ice in the clean ice bin. 补充冰块并清洁制冰机。Prepare standard beverage garnish includes Lemon/Lime wedge, slice lemon ring, parsle

6、y and salt etc. (See SOP for garnishes: 0025-GEN-012005)准备酒吧调酒装饰品和调味品如柠檬片、欧芹、盐等。五星级酒店餐厅服务程序、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 delight practices.顾客的喜

7、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？五星级酒店餐厅服务程序、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./Mrs./Ms. XXX , t

8、hen 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 guest to follow you

9、? 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先生/女士/太太？Why shoul

10、d you check for the table is up to the guests satisfaction?为什么要检查顾客满意程度？五星级酒店餐厅服务程序、如何为客人领位 HOW TO SEAT GUESTS3) Assist the guests 协助顾客Pull the chair out for the lady with a smiling face.微笑着为女士拉椅子。Say: “There you go Mr. / Mrs. XXX or Sir / Madam” while pointing to the open chair.说：这里坐。先生/女士/太太。并拉开椅子

11、。Helps the lady to be seated by standing behind the chair, positioning the two hands on the chair shoulder, keep left leg straight, right toe to push the end chair forward towards the table.站在女士后方，双手握住椅背，保持左腿伸直，右腿推送椅子，完成后收回。Be careful not to push to fast or hard, otherwise you might hurt the guest.

12、Also dont be too slow, otherwise the guest might “miss” the chair and fall on the floor.不要太快或太大力又或者太慢，否则会弄伤顾客，令其坐不到或跌倒。Why should you pull out the chair for ladies?为什么要为女士拉椅子？Why should you smile?为什么保持微笑？Why should be careful when pushing the chair?为什么推椅时要小心？4) Wish the guest a pleasant breakfast, l

13、unch or dinner祝愿客人有一个愉快的早餐、午餐或晚餐Say: “Thank you and I wish you a pleasant breakfast / lunch / dinner”说：感谢您并祝您有一个愉快的早餐/午餐/晚餐。五星级酒店餐厅服务程序、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 t

14、o ensure 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?为什么要

15、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

16、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?五星级酒店餐厅服务程序、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 avail

17、able. 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 av

18、ailable 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？五星级酒店餐厅服务程序、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。St

19、anding 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.

20、按照用餐顺序，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?五星级酒店餐厅服务程序、如何点酒水HOW TO TAKE A DRINK ORDERSTEPSHOW/ STANDARDSTRAINING QUESTIO

21、NS1) Offer 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Reco

22、mmend the wine 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 a

23、fter written 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？五星级酒店餐厅服务程序、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

24、order the beverages 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？五星级酒店餐厅服务程序、餐台的酒水服务HOW TO APPROACH THE TABLE TO SERVICE BEVERAGESSTEPSHOW/ STANDARDSTRAIN

25、ING QUESTIONS1) Approach 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 th

26、e glass on the right 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

27、?3) Leaving the table. 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?五星级酒店餐厅服务程序、如何进行食品点单HOW TO TAKE A FOOD ORDE

28、RSTEPSHOW/ STANDARDSTRAINING 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 tak

29、es a sip of the drink 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

30、for attention?当顾客四处张望时应该做什么?五星级酒店餐厅服务程序、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

31、?接近顾客的餐桌，用眼神交流后说：*先生/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 qu

32、estions per dish; 仔细聆听，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,

33、medium-rare, medium, 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

34、?Why should you listed 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?五星级酒店餐厅服务程序、如何进行食品点单HOW TO TAKE A FOOD

35、 ORDER3) Suggestive 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

36、finished and the table 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 ke

37、pt to the end as well?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？五星级酒店餐厅服务程序、如何进行食品点单HOW TO TAKE A FOOD ORDER4) POS System 录入系统Add the order into the POS System for bill recording and the order to print out in the required kitchen.根据点单输入电脑，并打印出厨房的单Why should the order be put into

38、 the POS System?为什么点单要用POS录入？5) Set the table 摆台Change the table setting with the required utensils based on the dish.根据台迹帮客人摆位See SOP: CS-0007五星级酒店餐厅服务程序、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 accor

39、ding to the ordered dishes and place 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 s

40、lowly the guests table with the plate 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 t

41、o the guest?为什么向顾客致谦？五星级酒店餐厅服务程序、点单后摆台准备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 car

42、e of your right elbow not to hit de guest.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 shoul

43、d you apologize when crossing the guest?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？五星级酒店餐厅服务程序、如何服务食品HOW TO SERVICE A FOOD ORDERSTEP

44、SHOW/ STANDARDSTRAINING QUESTIONS1) Approach the guest table. 靠近餐桌Stand by the right side of the guest with right leg slightly in front of the table.站在顾客右边且右腿微微向前靠近餐桌2) Serving a plated food. 餐盘食物服务Say “Excuse me, Mr./Mrs./Ms./Sir/Madam XXXX, this is your XXXX. (With the main item of the dish always

45、 nearest and facing to the guest.说：打扰一下，先生/太太/女士/小姐XXX，这是您的XXX（食物需靠近并面向客人）.Serve the children/ladies first, then the gentlemen and follow by host. (Move clock wise around the table).女士、小孩优先服务，然后才是男士，最后轮到主人（顺时针方向）Why should you excuse yourself?为什么要致歉?Why should the main items always face the guest?为什

46、么大盘通常要面向顾客?3) Leaving the table. 离开餐桌Before leaving the table, say “Enjoy your meal”.请享受您的食品五星级酒店餐厅服务程序、如何服务食品HOW TO SERVICE A FOOD ORDERNote:When there are 2 or more than 2 guests 当有2个或超过2个顾客时Hold the second serving with left hand and the first serving with right hand. （ Other staff should assist t

47、o serve other guests if there are more than 2).第一次用右手上完第一位客后再将左手的食物盘转过右手后绕过去另一位客人的右边服务(当顾客超过2人时，其它的服务员应上前帮忙服务)4) Follow up 跟进Go back to the table after 5 minutes to check upon the guests satisfaction. Say: Its everything to your satisfaction”?5分钟后回来检查顾客满意程度，说：请问您对食物满意吗？No need to go back anymore to

48、ask, only when it is time to clear the table. However keep a regular eye on the table or host to see if there is any assistance required.不需要回来多次询问，除非清理时间，但保持目光关注，确保顾客可以找到帮助Why should you go back to check satisfaction?为什么回来检查顾客满意程度?五星级酒店餐厅服务程序、如何清洁盘,餐具和玻璃器皿HOW TO CLEAR PLATES, CUTLERYS AND GLASSWARES

49、TEPSHOW/ 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 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

50、(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 & 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 gue

51、sts. 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 table?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

52、 the items neatly on the tray?为什么要将物品摆放整齐在托盘上?五星级酒店餐厅服务程序、如何清洁盘,餐具和玻璃器皿HOW TO CLEAR PLATES, CUTLERYS AND GLASSWARE3) Collect napkins 餐巾回收Collect all the napkins by holding the napkins at the edge and hold them in the fingers underneath the tray.收集所有的餐巾，并用手指扣在托盘下Why should you hold the napkins undern

53、eath the tray?为什么要将餐巾扣在托盘下?4) Dispose the soiled dishes 处理脏的碟子Deliver all the soiled items to the side station and return to the table to continue if you were not able to clear all items.将所有脏碟子收集在一旁，再返回原台继续清理，（假如一次不能清完）Note:备注 For 2 or more than 2 guests. 服务二人或二人以上顾客Use a rectangular tray with a tra

54、y stand and place on the side of the guest table.用长方托盘按操作程序操作Upon completion of clearing from the table, the Service staff is to remove the tray and tray stand away from the table. 完成后服务人员应立刻撤回托盘Why should you use a rectangular tray?为什么使用长方托盘?Why should you use a tray stand?为什么要使用托盘操作标准?During the p

55、rocess of clearing the table, noise are to be kept to the minimum level.在这个过程中必须保持安静，减少噪音。5) Wipe the table 擦台面If required and the table is very dirty with lots of crumbs and food leftovers, wipe the table with a folded napkin and a small plate.如果桌面非常脏或有剩食物，那就需要用布和小碟来擦。Why should you wipe the table?

56、为什么要清洁台面?五星级酒店餐厅服务程序10、如何进行餐后清洁HOW TO WIPE THE TABLE AFTER CLEARINGSTEPSHOW/ STANDARDSTRAINING QUESTIONSPreparation准备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 nap

57、kin 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./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，

58、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 table?为什么要先询问下？五星级酒店餐厅服务程序10、如何进行餐后清洁HOW TO WIPE THE TABLE AFTER CLEARINGWiping清洁Wipe the crumbs and food leftovers lightly over the table cloth towards the edge of the table.将面包屑用抹布小心的擦向

59、桌边。Hold the dessert plate just under the border of the table close to the table itself.用甜品盘放在桌面下方接手。Wipe the debris on the dessert plate with light moves.用甜品盘盛装并拿走。Be careful not to go too spoil the debris on the guests its lap。要小心不要将污物弄到顾客膝盖上。Why should you wipe lightly?为什么小心翼翼？Why should you hold

60、the plate close to the table?为什么用盘子接住？Why should you be careful not to spill the debris?为什么担心弄脏顾客的膝盖？4) Finished结束Thank the guest感谢顾客。五星级酒店餐厅服务程序11、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 righ