餐饮服务流程培训手册范本

..服务工作流程标准任务具体实施标准Greettheguest问候客人当客人到达餐厅门口的时候,从迎宾台主动走出面向客人问好欢迎客人。确定客人用餐人数。在客人就座之后在预约登记册上作记录所有的客人都应该在15秒之内受到我们的关注以及问候。如果是熟悉的顾客称呼客人的名字,如果不知道客人的名字,询问客人以便做好座位纪录。如果客人单独用餐,不要向客人询问"你是一个人吗"或"你还有其他朋友吗"之类的话语。陪同客人,协助客人就座。引导客人走最近的路程到达客人指定的餐桌。拉开椅子帮助客人就座,首先关注女士以及儿童。根据营业状况,对于特定用餐的客人给予特别的关注。商业的客人喜欢座在靠边的位子,因此尽可能满足他们的选择情侣喜欢坐在没人打扰的地方老人和不舒服的客人喜欢坐在靠近出口和洗手间的位置。带小孩的父母喜欢不拥挤的区域。所有的客人将在我们的引领下选择他们理想的位子就餐提前进行预约的客人,要根据人数给他们安排好桌子和摆好他们用餐的位子。如果客人晚到了一些,亲自带领客人走到餐桌用餐,不能只是指引路线。在经营状况允许的情况下,每桌客人之间的距离至少有一张桌子的空间呈上菜单微笑的打开菜单站在客人的右边,身体微倾用右手为客人展示菜单。保护好菜单,不要破损,保证菜单的时效性。女士优先,然后顺时针旋转。登记餐桌的号码1.将口布正放到黄油碟上。2.登记完餐桌之后,询问客人是否还有其他要求,然后向客人说："祝您用餐愉快。"登记餐桌号码是为了告知前线的服务员客人的餐桌号码,这样他们可以撤掉多余的餐具以及桌椅。Takebeveragesorderandexplainspecialties当客人点酒水时,向客人介绍我们的特色Ensureifguestisreadytoorder.Ex:"AreyoureadytoorderSir?"Serverwillverballyofferselectionofjuicesandanydailyspecialty.Ex:"Wouldyoucarefora……."Listencarefullyandfillin"captainorder"usingsystemoutlinedinthemanual.Repeatguestordersafterorderhasbeentaken.Beforeleavingtable,explainanyspecialfoodmenuofferingandmentionnotavailableitems.明确客人是否开始点单了,例如：请问您是否需要先喝点酒水可以向客人提供一些口头上的建议,,介绍一些平时比较受欢迎的果汁,例如："您喜欢……？"仔细听,填好客人的点单,按照工作手册上制定的工作程序进行。当客人点完单后重复一遍客人的点单。在离开餐桌之前,向客人介绍有特色的饮品并向客人解释哪些是我们暂时无法提供的,是不能点的。Ladiesfirst,thenmoveclockwiseUseXiangluGRANDpenandclearhandwritingUseseatingnumberingsystemgoingclockwise.Helpguesttodecideandexplaintoguestiftheyneedtoknowaboutcertainkindsofdrinks.女士优先,然后顺时针旋转。使用翔鹭集团的笔,并保持书写工整。顺时针的方向用编号的方式记录。帮助客人做决定,如果客人需要更多种类的饮品向客人作介绍。ServeBeverages提供饮品Preparecleantrayandcollectdrinksaccordingtoorderfromthebar.Arrangealldrinksaccordingly<heaviestinthemiddleofthetrayandlinethemtoguestseating>.Keeptraybalancedandwalkcarefully.Bringdrinkstoguesttableandapproachguestfromtheright.Placecocktailnapkinbytherighthandsideofguestontopofthedinnerknife.Placedrinkonthecocktailnapkinandannouncethenameofthedrink.Proceedtonextguest.准备干净的托盘,从酒吧准备好客人所点的饮料。安排饮品在托盘上的摆放,〔重的放在中间,其余的按照客人座位摆成一排。走路的时候要小心谨慎,保持托盘的平衡。服务酒水时,从客人的右手边上酒水。摆放鸡尾酒餐巾时放在客人的右手边,将其放置在正餐刀的上面。把饮料放在杯垫上面,然后向客人说明饮料的名称。继续下一位。Serveallbeveragesatthesametimeandnopartialorderonthetable.Ladiesfirst,thenmoveclockwise.Servefromrightsideoftheguestusingtherighthand.向所有的客人提供饮品的服务,不能歧视任何客人。女士优先然后顺时针旋转。在顾客的右手边用右手提供服务。Removeextraplacesetting拿走没有用的餐具Clearextrasettings:Foldflatnapkinandsetitonbeveragetray,placeallcutleriesinsidenapkinWhenfinished,adjusttableappointmentstomaximizespaceforguests.Restoreallextrasettingsonsidestation撤掉多余的餐具、客人不需要的用具：打开展平餐巾,铺在饮料托盘上,将所有的餐具法在餐巾上。撤完后要调整餐具的位置以便客人有最大的空间用餐。把撤下来的餐具依次归类放在服务边柜上。Settingremovalmustbequietandunobtrusive.For2ormoreextraplacesettingremovals,abeveragetrayisrequired.Allitemsnotneededforselectionorderedareimmediatelyremovedfromthetable.移动餐具的时候必须轻拿轻放,不能让客人感觉到唐突。有两处以上的餐具需要移动的话,必须使用饮料托盘。点单上的菜式不要求的用具必须马上从餐桌上撤掉。Takingfoodorder开始点菜Standtotherightoftheguestwhentakingtheorderandtomovearoundthetableifitisindividualorder.Writedownneatlyeachindividual’scompleteorderbeforegoingontothenextorder.Clarifywiththeguestonhowtheywouldlikecertainitemscooked:Steaks-rare/medium/welldoneFish-poachedorgrilled.Eggs-Fried,overeasy,scrambled,boiled,orpoached.Salads-whattypesofdressing.Addseatingno.nexttoitemorderedRepeattheordertotheguestsaftertakingeveryguestorders.站客人的右边点菜,当客人要单点时依次围绕餐桌给客人点单当你给下一个客人点单之前要完整的写下已点客人的菜单询问客人对菜的做法点牛排-三分熟/五分熟/全熟点鱼-水煮或煎点鸡蛋-煎,单面煎,炒,煮,或水煮沙拉-需要搭配何种类型的汁在点好的菜单后加上客人的座位编号点完菜后要向客人复述一遍。Ladyfirst,thenmoveclockwise.Giveguestfullattention.Listencarefullytowhattheguestsaresaying.Nothingismoreannoyingthanemployeeswhoarenotpayingattentionatyouasguest.Whengueststellwhattheywant,alwaysrepeatittoavoidmistakes.Usestandardabbreviationandnumberingsystemgoingclockwise.Donotrelyonyourmemory,asitwillaffecttheguestandtheoperationsincaseitemismis-ordered.Useoutletorhotelspecifiedabbreviationstorecordtheorder.Ifsomebodyordersforeverybodythenhe/sheisthehostandtobeservedlast.Aquicksuggestionalwaysimpressestheguest.Usesuggestivesellingwhentakingthefoodorder女士优先,顺时针旋转。全面关注顾客。随时回答客人的提问,没有比关心客人更重要的事情当客人告诉你他的需求,要重复客人说的,以免出现失误。用标准的缩写形式,数字编号,顺时针方向。不要依赖你的记忆,在点单记录出现错误的情况下,会给客人和操作带来影响。以便万一有任何遗漏,使用酒店统一的点菜单。如果某人为全体人点菜,则他〔她就是主人,这时他〔她的菜应该最后一个上。记住座位号或客人的号数。快速的建议会给客人留下印象Adjustcutleries调整餐具Lookatyourfoodorderandseewhatextracutleryyourequire.Pickupnecessarypieceofcutleryfromtheservicestationandcarrytothetableonplatewithfoldednapkin.Proceedtothetable,changeoraddcutlery.Alwayschangerightcutleryfromrighthandsideandleftfromleft.Continuethisprocedureuntilallcutleryadditionsorchangesarecompleted.Checktabletoensureeverythingiscorrect.根据客人的点单选择需要配备的餐具。从服务边柜中取出需要的餐具,使用盘子并且用餐巾盖着端给客人。从客人的右手方向走向餐桌继续更换或增加刀叉,记住,更换右边的餐具从右边开始,更换左边的餐具从左边开始。保持此服务程序直到所有餐具更换或填加完毕。检查餐桌确保所有的餐具摆放正确。Cutleriesareclean,polished,andingoodcondition.Ladyfirst,thenmoveclockwise.Placeorremovecutleriesatthesametimetominimizedisturbances.Donotplacemorethan3coursesofcutleries.所有餐具必须干净,不能有破损。女士优先,顺时针旋转。摆放或移动餐具尽量在同一时间,尽量不要打扰顾客。摆放餐具不要超过3次。Pickupfood上菜Beginpickupprocedureonlywhenallthefoodforthecourseofatableisready.Arrangeitemssothatitcanbeservedinsequentialorderaroundthetable.当所有的饭菜准备就绪的时候开始上菜。安排好饭菜的位置,保持上菜的连续性。Forhandservice,Carrynomorethan3platesonetime.Usehandservicewheneverpossible.Ifunabletopickupandserveallfoodatthetable,findanotherwaitertoassist.Pickupcoldfoodfirstthenhotfood.用手服务的话,上菜一次不要超过3盘如果饭菜太多,找其他服务员协助上菜。先上冷菜然后热菜。Servefoodandcondiments服务饭菜以及调味品ApproachtableandsmileServeeachguestfromguestrighthandsideusingrighthand.Announcethenameofthedishwhenserving,andexplainthedishifrequested.Wishguesttoenjoytheirfoodbeforeyouleavethetable靠近餐桌,微笑服务。在客人的右手边,身体微倾用右手提供服务。当为客人上菜时为客人报菜名,如客人需要告诉客人菜的做法。在离开餐桌之前祝福客人用餐愉快Serveladyfirst,thenmoveclockwise.Utilizenumberingsystem.Neveraskwho’shavingwhat.Itemsshouldbeplacedwithmeatfacingguestat6o’clock.女士优先,然后顺时针旋转。用数字编号的形式服务。永远不要询问"谁要什么,什么"。放有肉制品的饭菜要在顾客的六点钟的方向。Detailtableandcontinueservice收拾餐桌继续服务LookatthetablecarefullyRemoveanyitemnotneededbyguest.Replaceanycutleriesifnecessary.Offeradditionalitemsbeforeguestneeds.仔细的看一下餐桌。撤走所有客人不需要的东西。如果有需要用干净的餐具替换。在客人没有提出需要之前帮客人准备好他们所须的。Anyashtraywithonecigarettebuttwillbechanged.Servicewillbeconsistentlyfriendly,outgoing,attentive,unobtrusiveandprofessional.Refillshouldbedoneindiscreetmannerandnobeverageglassshouldbelessthan1/4fullunlessadditionalbeverageisnotavailable所有的烟灰缸有一个烟头就要马上更换烟缸。必须提供连续不间断的、热情周到、有条不紊的专业化服务。续杯的时候要仔细、认真并且在杯中的饮料不到1/4之前就要及时续杯,除非现有的饮料量不够。Ascertainneeds明确顾客的需要Approachguesttableimmediatelyafterthedeliveryoffoodtoinquire.Ex:"IsthereanythingelseImightbringyouthistime?Wouldyoucareformorechillisauce?"客人点的饭菜上桌后要快速的走过去询问,例如：您还需要别的什么吗？您需要再来一点辣椒油吗？Avoidquestion"Iseverythingalright?"不要这样问客人："所有的饭菜都还好吧？"QualityAssurance保证质量Askguestforcommentandfeedback向顾客询问对于产品的意见以及顾客的反馈Aftermealbeforedessert在用餐结束后甜点之前ClearPlatefromTable清理餐桌上的盘子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,得到客人允许之后进行服务。例如："打扰一下,我可以清理一下您的盘子吗？"收盘子的时候注意从客人的右边,用右手收起第一个盘子。用大拇指与食指端盘,把盘子换到左手。调整好餐具防止从手中掉下,然后用手指固定好刀叉拖起盘子,然后把刀放到叉的下面。清理第二个盘子用前臂和大拇指使之平衡,同时用其它的手指来支持第一个盘子的重量。可以使用刀叉时,把残留物擦到第一个盘里。第二个刀放在第一个叉的下面,第一个叉和第二个叉并排放一起。收第三个盘子并放在已清理的第二个盘上,刀叉的摆放依上所述。Tablesareclearedonlywhenallguestshavecompletedeatingtheircourse.Ifyouneedassistance,getitbeforebegintoclear.Clearplates,cutleryandscrapswithoutanynoise.Startwithlady,thenmoveclockwiseItisadvisabletocollecttheplatewiththemostleftoveronitfirstDon’tstackplatestoohigh.Limityourselfto4platesatonetime.只有所有的客人在用完餐之后才能开始清理餐桌。如果需要帮助,在开始清理之前就应该确定帮你的人。清理盘子,餐具,并小声地处理盘里的残留物从女士开始,然后顺时针旋转。建议首先清理有最多剩菜的盘子不要把盘子堆的太高,一次限定自己只拿4个盘子Crumbdownatable.清除桌子上的碎屑。Preparewaiter’sclothandBBplate,orthecrumber.Approachtheguestontheirleft-handsideandsay,"excuseme,sir/madam."Bendfromthewaistforwardandplaceplateinlefthandagainsttheedgeofthetable.Efficientlybrushcrumbstowardstheedgeofthetablewheretheplateis.Oncethetableisdone,placethesoiledutensilsonservicetrayattheworkingstation.使用专门的餐巾或清洁面包屑的器具,配合面包黄油盘来清理站在客人的左手边面带微笑的说"打扰一下先生/女士"。探身弯腰,盘子在左手并靠近桌子的边缘。及时地把面包屑刮向桌子边缘的盘子里。一旦清除碎屑,要把脏的器具放在工作台的服务盘里。Ensurethatallcutleryandplateshavebeenremoved.Startwithfemaleguest<ifapplicable>tothehost/ess<ifknown>last.确保所有的刀叉和盘子都被移走女士优先〔先宾后主Preparecheck准备账单Ensurethatwehaveascertainedthatnoadditionalitemswillbeordered.Checkifallitemshavebeenpunchedinandchargedcorrectlybeforecashierprinting.Requestprintingtocashierbyinformingtableno.required.Placethecheckinfolderandkeeponthestationreadytobepresented我们必须确定客人没有任何其他的需要。在客人买单之前,我们要检查输进电脑的客人用餐的所有项目,确保准确无误。在收据上面同样要打印餐桌的号码。把账单保存在文件夹里,放在工作台上,如果客人需要时及时出示。Checkmustbeclean,neatandaccurate.NeverreviewchecknexttoguesttableNeverwriteanythingonthecheck.Covermustbecleanandinexcellentcondition.账单必须清楚无误。不允许在客人餐桌附近对照账单。不允许涂改账单上的相关内容。文件夹的封面必须洁净,没有破损。Presentchecktotheguest向客人出示账单Collectreadycheckatthestation.Presentclosedfolderchecktotheguestfromguest’srighthandsideusingrighthand.Placeareadytousepenonthefolder,pointingtowardsguest.Walkawayandkeepadistancefromtheguestwhilewaitingforsettlement.把所有的账单收集好放在工作台上。在客人的右手边用右手向客人出示折起来的账单文件夹。在文件夹上准备好笔,笔尖朝向客人。在顾客等待结算的时候,与顾客保持一定的距离。Checkshouldbeplacefacingguest.UseXiangluGRANDpen.Donotrushguesttosettleorwaitatthetable.Donotstandnexttoguestwhentheyreviewcheck.账单需要放在面向顾客的位置。用标有翔鹭集团标志的笔。不要催顾客结账,不要在餐桌前等。在顾客检查账单的时候不要站在顾客的旁边。SettleGuestCheck支付客人支票CashPayment现金付款Ensurecashgiveniscorrectenoughtocovertheamountonthebill.Takeittothecashier.Returnthechangewiththefirstcopyofthebilltotheguestinabillfolder.Leavethefolderclosedonthetableandsay"Thisisyourchangesir/madam,thankyouverymuch."确保所给的现金足以付账单上的数目。拿到收银台.将账单的第一联和零钱放在账单夹里递给客人。把账单夹留在桌子上并且说,这是你的零钱先生/女士,非常感谢。CreditCard信用卡Bringitbacktothecashier.CheckthesliptoseetheamountiscorrectafterCashierprocessthecreditcardandapprovalisobtained.Presentfoldertoguestwiththecard,slipandbillforsignature.Checkthesignatureonthecardafterguestsign.Returnthecreditcardtoguest,togetherwiththecardholdersalesslipandthefirstcopyofthebill.Presenttheaboveinthefolder,openitandsay,"Thankyouverymuchsir/madam."带回到收银台。在收银员划卡并且交易通过后,重新检查交易金额是否正确。让客人在打印条和账单上签字。检查客人在卡上的签名。信用卡,打印条和账单的第一联一并还给客人。用文件夹的形式出示以上东西,打开并且说,"非常感谢,先生/女士"。RoomAccount房间付款Ensureguestsignthebillwithprintedname,roomnumberandsignature.Makesuretheguestsignoneverybillpresentedtohim/her.Askforroomkeyorhotelkeyholderforcheckingtheroomnumberiscorrectlyprinted.Returnthekeyorkeyholdertoguest,andsay,"Thankyouverymuch."确保客人在打印名字,房间号的账单上签字。确保每一张给客人的账单都有他们的签名。要求用钥匙来检查房间号是否正确打印。把钥匙还给客人并且说"非常感谢"。CityLedger城市分类账Ensureguestsignthebillwiththeirprintedname,signatureandcompany’sname.Makesuretheguestsignsoneverybillpresentedtohim/her.Ensurethatthecompanyhasacityledgeraccountlistlocatedinthecashierarea.Bringthesignedbilltocashierforcheckingpurpose.Ifeverythingiscorrect,returntotheguesttableandthankguestfordining.确保客人在打印了名字和公司名称账单上签字。确保每一张给客人的账单都有他们的签名。确保公司在收银台有一个城市分类账单。签名的账单拿到收银台以便确认。如果一切正确,归还到客人桌并感谢客人用餐。Neverassumegratuity.Allchangeisreturnedtotheguestinacheckfolder.AProperimprintedcreditcardvouchermustberetunedinacheckfolderwithXiangluGRANDpen.Nocopiesofguestbills/checksshouldbedestroyed,eveniftheyhavebeenRe-printedAllguestsarethankedusingtheirname,ifknown,whenthesettlementiscompleted.不要接受任何增物,所有的零钱将放在账单夹里给客人打印出的信用卡账单必须放在账单夹里,连同标有翔鹭集团标志的笔一起给客人即使有重新打印也不能损坏任何客人的账单和票据,即使客人账单和检查的东西提前打印好了也不可以损坏。在结算时,以称呼客人的姓来表达感谢AssistguestwithleavingandBidfarewell帮助顾客离开,客人离开前的祝福Approachtablesandassistinpullingchairassoonasguestsgivesignalthattheyareleaving.Helpguestputonhisorhercoat<ifapplicable>.Openthedoorfortheguestwhentheyleave.Wishtheguestagooddayornightandthankthemfortheirvisit.如果看到顾客有离开的迹象,走近餐桌,拉开椅子。帮助客人穿上外套当客人离开的时候为客人开门。预祝客人度过美好的一天/夜晚并且感谢客人光临Helpladiesandkidsfirst,thenmen.Openthedoorinsuchawaythatyouarenotblockingthewayforthegueststoleave.Useguestnameifknown.Donotshakeguest’shandifguestdoesn’tinitiateso.女士与儿童优先,然后是男士。当客人离开时不要挡住路,站在一边为客人开门。如果知道的话,尽量称呼顾客的姓名。如果不是客人主动不要去与客人握手。Resettable重新布置餐桌Immediatelyfreetablefromsoiledfoodanddishes.Pickupallnecessarysetupsanddampclothontray.Cleantablewithdampclothusingrighthandwhenlefthandstillholdingtray.Placebackallcondimentsontableaccordingly.Startsetupunobtrusively.Checkchair,andcrumbifnecessary马上把餐桌上的剩下的食物清理干净,准备所有需要的器具以及略湿的干净抹布。左手依然拿着托盘,右手用略湿的抹布清理餐桌。重新把调味品摆上餐桌。布置餐桌的时候要按照一定的次序,有条不紊。检查椅子,如果有必要进行一些碎屑的清理。Clearingsoileddisheswithminimumnoiselevel.Ifnecessary,sanitizetablebywipingtablewithclothsoakedinsanitizingsolution.清理剩下的饭菜,注意不要发出很大的声响。假如需要,清洁桌面用消过毒的湿抹布擦拭桌面COFFEESERVICE咖啡服务PreparingCoffee准备咖啡NormalCoffeeRinsePotbypouringwarmwaterintothepotandemptyit.FillPotwithfreshcoffeefromthemachine.Placecoffeecupsetting,creamer,sugarandcoffeepotonatrayandbringittotheguesttable.普通咖啡先用倒点热水进去烫一下空壶。用壶从咖啡机上接咖啡。把一套咖啡杯、淡奶、糖和咖啡壶放在托盘上送给客人。DecaffeinatedCoffeeRinsepotbypouringwarmwaterintothepotandemptyit.Put2teaspoonsofdecaffeinatedcoffeepowderintothecoffeepot<for1portion>orelsefreshlybrewedDecafifavailable.Pourveryhotwaterintothecoffeepotandstir.Placecoffeecupsetting,creamer,sugarandcoffeepotontoatrayandbringittotheguesttable.无咖啡因的咖啡先用热水烫一下空壶。放两勺不含咖啡因的咖啡放于咖啡壶里〔一人。用开水冲进壶里并搅拌。用一套咖啡杯、淡奶、糖的咖啡壶放在托盘里给客人送上。EspressoWarmtheespressocupwithhotwater.Useonlyfinelygroundespressocoffeepowder.Fillthecupwithespressofromthecoffeemachine.Asliceoflemonpeelshouldbeservedonthesidetogetherwithespresso.特浓咖啡先用热水烫一下特浓咖啡的杯子。用一套上好的意大利咖啡粉。将浓咖啡从咖啡机倒进咖啡杯内。浓咖啡要配一片柠檬。CappuccinoWarmastandardcoffeecupwithhotwater.Pressthecappuccinobuttonontheespressomachine.Heatmilkbysteamerinaseparatepotuntilitishotandfoamforms.ScoopmilkfoamintothecoffeeSprinkleontopwithcocoapowder.意大利咖啡先用倒点热水进去烫一下空壶。在意大利咖啡机上按意大利鲜奶咖啡按键。把牛奶放到另一个壶里打热直到有泡沫。把泡沫放在咖啡上。撒上可可粉。FreshlyBrewedCoffeewillbeservedtotheguestuponrequest.Standardsshouldbefollowedaccordingtothecoffeemachine.如客人需求可以给以现磨咖啡。必须根据咖啡机遵循使用标准和程序。ServingCoffee服务咖啡ArrangecompleteequipmentonroundservicetrayandapproachguestfromtherightPlacesugarsetinthecentreoftable.Placecupinfrontofguestoratupperrighthandsideofdinnerplate.Pourslowlyandcarefully,donotsplashorspill.LeavepotabovecupPlacecreamormilkabovecup.Wishguesttoenjoytheircoffeebeforeproceedtonextguest把所有需要的设备准备好放到托盘从客人的右边上。把糖盅准备好放到桌子的中间。把杯子放到客人的前面靠近右手上方的正餐盘。倒的时候要小心不要溅出和溢出来。把茶壶放到杯子的上方。把淡奶和牛奶放到杯子上方。祝愿客人用餐愉快后再给下一个客人服务。Serveladyfirst,thenmoveclockwise.Utilizenumberingsystem.Neveraskwho’shavingwhat.Coffeecupandsaucermustbesetwiththecuphandlein4o’clockposition.Spoonwillrestonthesaucerparalleltothecuphandleat5o’clockposition.Fornormalcoffee,pouronly¾ofcupsothatit'snottoofullwhenaddingsugarandcream.女士优先,然后顺时针旋转。用数字编号的形式服务。决不要问"这是谁的"杯碟必须和杯子一起放在时钟指向4点的位置,勺子放在底碟和杯子相同的方向当时钟指向5点的时候作普通的咖啡只装3/4,当放糖和牛奶时不会太满。WATERSERVICE茶水服务ServingIceWater服务冰水PrepareIceWaterandservicetowelPuticecubesintopitcheruntilpitcheris1/3full.Pour/addwateruntilpitcheris90%full.FoldservicetowelintoasmallsquareServeWatertoguestsHoldpitcherwithrighthandandservicetowelwithlefthand.Serveicewaterfromtherightofguest,holdingpitcherwithservicetowelunderneathit.Pouricewaterintoglassuntilglassisabout80%full.Useservicetoweltowipeoffwaterdropsthatcondensedonpitcher.取好冰水准备好服务毛巾把冰水放到壶面满1/3。倒水,90%。把毛巾折成小方块为客人倒水时左手拿毛巾,右手拿水壶。把毛巾放到水壶的下方拖住,站在客人的右手边为客人服务。为客人倒到杯子的80%就可以。倒完用毛巾把壶上的水擦干净。Complimentaryicewatershouldbepresetinbarorstationstobeserveduponguestrequest.Waterwillbeservedinawatergobletusingwaterjug,andperiodicallyre-filledwhentheglassisonethirdfull.冰水可以放在吧台里提前准备好以便客人随时需要。用高角杯为客人装水,倒冰水时装到1/3满就可。ServingBottledWater服务矿泉水Gettheorderedbottlefromthebarandapproachtabletoserve.Placeglassinfrontofguestfromtherighthandsideofguest.Pourwateruntilglassishalffullandplacebottleontherightandabovetheglasswiththelabelfacingtowardstheguest.Alwaystelltheguestswhatdrinkyouaregivingtheminordertopreventmistakes.Ifyouforgetwhoorderedwhatoryoudidnottaketheordertrytoasktheguestspolitelywhohasorderedwhatdrink.从酒吧里拿出客人点的酒水接近客桌服务.从客人的右手边把杯子放到客人的前面.为客人倒水直到半分满就可,倒完把瓶子放到杯子上方的右手边并把标签朝向客人。如果玻璃杯也有标签,也是将标签朝向客人放置。当你为客人上酒水时不要忘了告诉客人名称以免出现错误。假如你忘记客人点的是什么或没有点单,要很有礼貌的询问客人点的是什么。Makesureweusetray.Allbottleswillbeopenedatthebar.Alwaysserveladyfirst,thenmoveclockwise.Ifservingfromtherightisnotpossible,thenservefromtheeasiestangle.Donotforcethis.Itisbettertoservethedrinksfromtheleftandsmoothly,ratherthanfromtherightandpouringthedrinksovertheguests.Tryyourbesttonottocrosstheguest.Utilizeseatingno.systemtobesurewhoishavingwhat.确保托盘不离手。所有的酒水必须在酒吧打开。女士优先,然后顺时针旋转。如果从右手边不方便,那么从比较容易的地方服务,服务酒水时宁可从左边上也不要挡住客人。请使用座位号系统确保客人的点单WINESERVICE酒水服务PrepareWineandchampagneservice红酒和香槟服务的准备Prepareglassaspernumberofguests.Thenplaceeachglassontherightsideofwaterglass.PreparefoldedservicenapkinForwhitewineandchampagne,preparewinebucketandstand.Fillupbucketicecubesandpourwatertillallicecubesarecovered.Placethebottleintothebucket.Bringthesetofbucket,stand,andwinetobeplacenexttoguesttable.为每一位客人准备酒杯。然后将酒杯放在客人水杯的右边。准备折叠好的餐巾。对于白葡萄酒和香槟,要准备酒桶和支架。在酒桶中放上冰块并加水直到水淹没冰块。然后将酒放进冰桶。将桶的一套物件,支架和酒拿到客人餐桌附近指定的地方。Glassshouldbeclean,spotless,andodorfree.Napkinshouldbecleanandnicelyfolded.WinecoolermustbecleanandspotlessBucketshouldbe3/4fullandicewaterisnotoverflowing.Makesurethepositionofbucketandstandwillnotblockserviceflow.酒杯要干净,没有污点和异味。餐巾要干净并折叠整齐。酒水冷冻用具要干净没有污点。冰桶3/4满,冰水不能满溢。要确保冰桶和支架所在的地方不能阻碍服务线的畅通。PresentingWinetoguest红酒服务Layfoldednapkinonlefthandpalmandleanwinebottleagainstnapkin.Approachhostfromrighthandsideanddisplaywinetothehost.Reconfirmwineorderedandobtainpermissiontoproceed.Saying"ExcusemeSir/Madam,thisisyourMadfishChardonnay,2004.MayIopenitnow?"Asguestapproves,placeredwineuprightonsidetable<whitewinetobeplacebackintothebucket>,thenproceedtoopening.将餐巾放在左手手掌上,酒瓶斜倚着餐巾。站在客人的右手边进行酒的展示。再次确认红酒的点单,在得到客人同意后才能进行接下来的操作。如"打扰了先生/小姐这是您点的04年的Madfish夏敦埃酒,现在需要为您打开吗"？得到客人同意后,使红酒的话就把它放在旁边的操作台上,白酒和香槟要放回冰桶以便于下面的开酒工作。Whendisplaying,Labelfaceoutandbottleneckontop.Ensurecorrectorderbyconfirmingnameofwineandvintagebeforeopeningwine.向客人展示酒水的时候,标签朝外瓶颈向上。开酒之前通过核对红酒的名字和制造年份来确证酒水点单。Openabottleofwine开酒服务Asguestapprove,placeredwineuprightonsidetable<whitewinetobeplacebackintothebucket>.Proceedopening:Restnapkinonleftarmandopenbladeofthewineopener.Holdbottlesecurelyfromtheneckwithlefthand.Withrighthand,cutthetopofthesealinacircularmotion.Cutallthewayaroundtillthewrapperiseasilypulledoff.Openscrewoftheopenerandputthetipinthemiddleofthecork.Ensurescrewisstraightandbeginturningthescrewclockwise,whileapplyingadownwardpressure.Stopwhenthescrewis¾insidethecork.Securethemetalarmofopeneronthebottlelip.Pullthehandleoftheopenerstraightupwhilelefthandindexfingerpressingmetalarm.Removecorkgentlyfrombottleandpullittowardsyourbody.Loosencorkbyturningscrewcounterclockwisewithyourighthand,whileholdingcorkwithlefthand.Putthecorkandthecorkscrewinyourpocket,unlessguestrequestotherwise.HoldnapkinonlefthandpalmandholdwinefrombehindthelabelwithrighthandWipethelipofthebottlefromdirtandanyremainingcorkdebris.得到客人同意后,是红酒就把它放在旁边的操作台上,白酒和香槟要放回冰桶以便于下面的开酒工作。将餐巾放在左臂上并打开开瓶器的刀片。左手小心地扶住瓶颈,同时右手持刀片绕圈将酒瓶塑料封印的顶端割开,一直割到封印很容易脱落为止。打开开瓶器上螺旋钉,将尖端插入软木塞的中心。螺旋钉保持直立,施加一个向下的力顺时针旋转。当螺旋钉进入到软木塞3/4的时候停止旋转。打开开瓶器的金属柄,确保将其抵在瓶口上。向上直拉开瓶器的把手,同时左手食指按住开瓶器的金属柄。慢慢地移动软木塞并朝着自己将其从瓶中拉出。左手握住软木塞,右手顺时针转动螺旋器时软布塞松动。如果客人没有其他要求可将软布塞和开瓶器放进口袋里。左手拿餐巾右手从标签背面握住酒瓶。擦干净瓶口的污迹和有可能残存的软木塞屑。SealshouldbecutrightbelowbottlelipforhygienepurposeEnsurethecorkisnotcrackingorbreakingwhenpullingcorkupward.Makesurethereisnonoisewhenthecorkisfinallyremoved.Donotthrowcorkintobucketorelsewhereafterloosenit.卫生起见,封印应当恰好从瓶口下端割起。在将软木塞向上拔起的时候要保证软木塞没有破裂或裂断。在拔起软木塞的时候确保不发出响声软木塞被拔出后不要将其随意地放置在冰桶或其他地方。ServingWine酒水服务Approachhostfromrightsideandoffertasting.Ex"Sir,wouldyouliketotastethewinefirst?"Pourabout1clofwinetohost’sglassandwaitforguestapproval.Ifguestapprove,proceedservingclockwise,startwithladiesandhostlast.Keeptheleftoverredwineonsidetable<leftoverwhiteintothebucket>andrefillasnecessary.从客人的右手边上前建议品酒。如"先生,要不要先试一下酒？"在主客的杯子里倒上1cl的酒等待客人的回音。主客同意后,女士优先顺时针为客人斟酒,主人最后服务。把剩余的红酒放在旁边的操作台上〔白葡萄酒放回冰桶以便酒水续杯。Whenpourwine,makesurethelabelisfacingguestanddonotshakethebottle.Onlyserve/pourhalfglassfulltomaintainwinetemperature.ForbigtableusingChinesewineglass,onlypour1/3glassfor1stroundtoidentifywhoisdrinkingwineandwhoisnot.Thenrefillmoreforguestwhodrinkswine.斟酒的时候保证标签对着客人,瓶子不能抖动。只能倒半杯的酒以保证客人喝这杯酒时酒的温度一直都是适宜的。首先第一圈要知道哪些客人会喝酒和不会喝酒,当下一次为客人加酒时就可以为会喝酒的客人多加些。CIGARETTESERVICE香烟服务Servingcigarettetoguests.提供香烟服务。Getaboxofcigarettewithapropercaptainorder.Removetheplastictransparentcoverfromthecigarettebox.Pullout3piecesofcigaretteslightlyfromthebox.Placethepackona5-inchBBplatewithaboxofmatchesPresenttoguestandmentionthebrandname.根据点单的要求为客人拿香烟。拿掉香烟外面的塑料膜。从盒子里拿出3支香烟。放在有一盒火柴的5英尺的盘子里。交给客人并注意牌子的名字。AllstaffmustknowthebrandsofcigarettesavailableintheoutletGuestrequestingcigaretteswillbeservedwiththeirchosenbrandwhereavailable.在餐厅应该了解可以提供的香烟的牌子提供给客人的香烟应该时刻人所要求的那个牌子Lightingcigaretteforguest.为客人点烟Ensurethelighterisadjustedattheminimumflamelevelbeforeapproachtoguest.Oncetheguestplacesthecigarette,holdthelighterapprox.30cminfrontoftheguest,andthenstrikethelighter.Oncetheguesthasrealisedthattheflameislit,moveittowardthecigarette。HoldittherewhiletheguestlightstheircigaretteAfterguestisdone,extinguishtheflameandremovethelighter.在接近客人之前要确保火焰最小。每一个客人当他们拿烟时打开打火机持续30秒在客人面前,然后把火熄灭。当客人明白你的意思后把火移到点烟的地方。直到客人的烟点着为止。5．客人点完烟过后,把火熄灭拿开。Anticipatetheguest’sneeds.Ifyouseeaguesttakingouttheircigarettepacketfrompocket,beprepared,getyourlighterreadyandstandbyclosetotheguest.Ifyouareinawindylocationyoumayneedtosheltertheflamewithyourotherhand.预测客人的需要。如果你看到客人从包里掏香烟,要准备好火并靠近客人,随时为客人服务。如果是在一个有风的地方要用另一手挡住火焰。ChangingAstray更换烟灰缸Obtainservicetrayandputcleanashtraysontray.CheckaroundtablelookingfordirtyashtraysWhileholdingservicetraywithlefthand,pickupcleanashtraywithrighthand:bycoverdirtyashtraywithcleanonetopreventashesfromscattering.Takethemawayfromtableputdirtyashtrayontray.Putcleanashtraybackontable.用服务托盘把干净的烟灰缸放在托盘里。检查桌子,寻找脏的烟灰缸。用左手拿服务托盘。用右手拿起干净的烟灰缸,盖住脏的并防止烟灰发散把脏的烟灰缸放在托盘里并把干净的放回到桌上。Neverstackmorethan4ashtraysinonepile.Makesureashtraysontabledonothavemorethan2butts.决不放多于四个烟灰缸放成一堆。确保桌子上的烟灰缸里不可以多于两个烟头。TRAYSERVICE托盘服务Bussingtraytostewardingarea.把托盘送到管事部。Ensurethatallitemsaresecurelystackedinamannerthattheywillnotfalloff.PickupthetrayusingtheshouldercarrymethodbeingverycarefulPlacethetrayonthespaceprovidedinthestewardingareaandunloaditsafely,andtakingcarenottobreakanyitems.Atthestewardingbench,itemsaresortedtoassistthestewards.Itemsaresortedinthefollowingmanner: Cutleryissortedinitsindividualcontainers.Platesareplacedonsimilarpiles.Contentsofglassandcupsareemptiedintoaliquidbinandthensortedupsidedownintoitsracks.Straws,foodscraps,papernapkins,doiliesarediscarded.Dirtylinenshouldbeplacedinthelinentrolley/bag.Juicesormilkproductsintheglassshouldbescrubbedonthebottlebrush,priortobeingplacedintheirindividualracks.Wipecleanservicetrayandplacereadytopickupfood.使用肩膀运送托盘方法的时候要小心,注意托盘上的物品是否放稳、放正确,确保不要掉下来。拿起托盘时用肩部拖起要非常小心。把托盘放于管事部规定的地方并且小心的卸下托盘上的物品,尽量不要打烂物品。要帮助管事部分拣分类物品,遵循以下原则：刀叉放在一个单独的器皿里。盘子单独放。杯子被清空后放到化学药水中泡浸或放到筐里。试管、食品的废料纸巾要丢掉。脏的布草放到布草车或袋里面。装果汁或牛奶的杯子应该用刷子把底部清理干净后才可放到杯筐里在拿食物之前先要把服务托盘擦干净和准备好。Anyservicepersontravelingintothekitchentopickupfoodordrinksistocheckthestationtoseeifanytraysneedtobebussedbacktothestewardingarea.DonotoverloadtrayAlwaystakeglassesbystemorbase.NeverleaveLineninthestewardingareaVerycarefulnottothrowcutleryinthegarbagebin.为了提高效率,任何员工进去厨房取饮料或食品的时候都必须要查看一下工作柜是否有需要运送回去管事部的托盘。不要让托盘一次负担过多器具。拿玻璃器皿时要拿杯腿或杯底。不要把餐巾遗留在管事部注意不要把餐具丢进废物箱Carrying&LoadingFoodTray拖&装食物托盘CarryingFoodTray:Toliftatrayallow15cmofthetraytoprojectovertheedgeofthetrayjack.Placethelefthandunderthetray;palmofyourhandshouldbeattheheaviestpart.Bendcarefullyatthekneesandlifttakingthestrainthroughthelegs.Trayiscarriedaboveshoulderlevel.Holdtheupperarmandelbowclosetothebody.Whilemaneuveringthroughcrowdguardthetraywithyourotherhand.食物托盘举起一个托盘大概离