浦东香格里拉大酒店餐饮部核心规范

CONTENT-4of6内容简介

19.TowelService

上毛巾

20.BeverageService上饮料

21.WineTemperature

葡萄酒温度

22.WinebytheGlass杯卖葡萄酒23.WinebytheBottle

瓶卖葡萄酒 24.Coffee&TeaService

咖啡及茶水服务标准

F&BCorePractices餐饮部核心规范3.Restaurants,Bars&Lounges餐厅,酒吧,酒廊

CONTENT-5of6内容简介

25.Servingitemsordered

服务所点菜式 26.RefoldingofNapkins

整叠口布

27.Refill&Clearing

补充及清理 28.SupplementalOrders

补单 29.ServiceDelays

服务延误 30.GuestSatisfaction

客人满意度

F&BCorePractices餐饮部核心规范3.Restaurants,Bars&Lounges餐厅,酒吧,酒廊

CONTENT-6of6内容简介31.Ashtrays

烟灰缸服务标准 32.PresentingtheBill

呈现帐单 33.Payment

付款 34.LeavingtheTable

离台 35.BiddingFarewell

送别客人F&BCorePractices餐饮部核心规范3.Restaurants,Bars&Lounges餐厅,酒吧,酒廊

Tablesareset-upaccordingtothereservationsmade.Specialrequirementsareprepared,dietaryrequestsarecommunicatedtotheculinaryteamwellinadvancepriortothestartofservice.Specialsetmenusarecheckedinspellingandaccordingtotheguest’srequest.根据预定设置餐桌,提前与厨师沟通客人的特别要求.特殊菜单符合宾客的需求,无拼写错误.PICTUREPhotooftableset-uparrangementwithChampagneinacoolertable-sideandmenusonthetable1.TableSet-Up设台

Food&Beverage/Restaurants,Bars

&Lounges餐饮部/餐厅,酒吧,酒廊SideandServiceStationsareclean,arrangedandwellequippedwithsufficientmise-en-place.Soiledplatesareremovedimmediatelyandpilingupofdishesshouldbeavoidedthroughouttheserviceperiod.服务台保持整洁，准备足够的用具。用过的盘子及时收走。

2.Servicestation服务操作台Food&Beverage/Restaurants,Bars

&Lounges餐饮部/餐厅,酒吧,酒廊Teamleadersareclearlyassignedtotheirstationsandareinchargetohandleordersanddeliveryofmenuitemsasperservicestandardsset.Theyaretheonlyonestakingordersorrespondingtoanysupplementalguestrequeststoavoidthatguestsapproachedseveraltimesforthesamerequest.主管需了解所分配到的区域,按照每个服务标准负责点单及菜单的传递。只有主管才能给客人点单或回应客人其他要求,以免让客人重复为同一个问题寻求帮助。PICTURETeamleaderinstation

3.StationAssignment区域分配Food&Beverage/Restaurants,Bars

&Lounges餐饮部/餐厅,酒吧,酒廊Ahostessisalwaysattherestaurant’s/bar’sentrance.保持一名领位员在餐厅/酒吧入口处.4.Hostess领位台

Food&Beverage/Restaurants,Bars

&Lounges餐饮部/餐厅,酒吧,酒廊Allguestsareimmediatelyacknowledgedonarrivaltotherestaurantorbarwithawarmsmile,appropriateeyecontact,withtheChinesegreeting(accordingtothetimeoftheday),usingtheguest’sname(whenknown)andbywelcomingtotheoutlet.客人到达后面带微笑用中文给予及时的问候,保持适当的眼神接触.“NihaoMr.Smith.WelcometoYiCafé.”“你好李先生，欢迎来到怡咖啡。”5.Greeting与客问候

Food&Beverage/Restaurants,Bars

&Lounges餐饮部/餐厅,酒吧,酒廊AllGuestsareaskediftheyhavemadeareservation(exceptforbreakfast)whenarrivingattheoutletandaskedforthenameunderwhichthebookingwasmade.宾客到达餐厅后询问客人是否有预定(早餐除外),和预定人姓名.“Didyoumakeareservationwithus?MayIhaveyournameplease?”请问你有预定吗?请问您贵姓?6.AskingforReservation询问预定情况

Food&Beverage/Restaurants,Bars

&Lounges餐饮部/餐厅,酒吧,酒廊Iftheguestsdidnothaveareservation,askforseatingpreferencesandassigntableaccordingly.Besttablesareassignedforsinglediners.如果客人没有事先定位,要询问客人对座位的喜好,为单独用餐的宾客准备最佳的位置.“Sir/Madam,wouldyouprefersmokingornon-smoking?”请问您喜欢在吸烟区/非吸烟区入座?7.SeatingPreferences座位喜好

Food&Beverage/Restaurants,Bars

&Lounges餐饮部/餐厅,酒吧,酒廊Assistguestsalwayswithcoatsandbags.Firstattendtodisabled,elderly,ladiesandchildren,thentomen.为客人摆摆放大衣和随身物品品,并并首先为为残疾人人士,老老年人,女士及及儿童服服务.“MayIhelpyouwithyourcoat/bag,Sir,Madam?”我可以帮帮您吗?(外外套或包包)8.AssistingwithCoats辅助存放放大衣Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Iftheguestshavemadeareservationbutthetablewillnotbereadywithin10minutespastthereservedtime,guestsareofferedacomplimentarydrinkatthenearbybar,loungeorseatingarea.如果客人人已经事事先预定定而餐桌桌在10分钟之之内不能能准备好好,我们们必须安安排客人人在临近近的酒廊廊稍作休休息并提提供免费费饮品.“Mysincereapologiesthatyourtableisnotreadyyet.MayIofferyouadrinkatthebarwhileyouarewaiting?””非常抱歉歉,您的的座位暂暂时还未未准备好好,您介介意在我我们酒吧吧先喝杯杯饮料吗吗?9.NoTablesavailable餐厅客满满Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Iftherewasnoreservationmade,colleaguesshouldinformtheguestonanestimatedtimewhenthenexttablebecomesavailableorofferanalternatediningvenue.客人如如果没没有事事先预预定而而我们们暂时时没有有空桌桌,必必须告告知客客人大大致的的等候候时间间或给给予其其他餐餐厅的的信息息和建建议.“Thereisatableavailablearound9:00pm.Wouldthatbealrightforyou?/MayIofferyouoneofourotherdiningvenues?”您大约约要等等到九九点钟钟,请请问有有问题题吗?/我我可以以为您您建议议其他他的餐餐厅吗吗?9.NoTablesavailable餐厅客客满Food&Beverage/Restaurants,Bars&Lounges餐饮部部/餐厅,酒吧,酒廊Allguestsareescortedtotheirtableinagraciousandefficientmanner.Colleaguesacknowledgeandgreetguestsbysteppingbackwithgraceinordertoallowgueststopassby.Donotwalktoofastandmakesurethatguestsarefollowing.将客人人引领领至座座位.员工工应稍稍稍退退后让让客人人经过过,不不要步步伐太太快,确保保客人人能看看到并并跟随随.“ThisWayplease,Mrs.Smith.”李先生,这这边请.10.Escorting带位Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Colleaguestoensurethatguestswillonlybeseatedatfullypreparedtables.Uponthearrivalatthetable,colleagueswillaskfortheguest’sapprovaloftheselectedtable.确保所安排排的餐桌餐餐具齐全.询问客人人对安排的的餐桌是否否满意.“Sir/Madam,isthistablealrightforyou?””先生/女士士,这个位位置您觉得得满意吗?11.Arrivalatthetable到达餐台Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Chairassistanceisgiventoallguestsafterhavingbeenescortedtotheirtable(ladiesfirst).Colleagueswaituntilallguestsareseatedbeforeleavingthetableandthenwishanenjoyablediningexperience.尽可能为每每位宾客拉拉椅子.待待客人全部部入座后离离开并预祝祝用餐愉快快.“PleaseSir/Madam,enjoyyourlunch/dinner.””祝您用餐愉愉快.12.ChairAssistance拉椅子Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊ColleaguestoofferrecommendationonChineseteaimmediatelyaftertheguestsareseated.Teaisservedwithin5minutes.入座座后后向向客客人人推推荐荐中中式式名名茶茶,并并于于五五分分钟钟内内服服务务给给宾宾客客.“Nihao,Mrs.Smith.MayIofferyousometea?Wehavethefollowingselection.””您好好.李李先先生生,我我可可以以向向您您推推荐荐一一些些茶茶吗吗?13.ServingTea(ChineseRestaurantonly)上茶茶(仅供供中中餐餐厅厅参参考考)Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Theguest’sorderistakenimmediatelyornotlaterthan30secondsafterseating.Theguestisacknowledgedwithawarmsmile,theChinesegreeting(accordingtothedaytime)andbyusingtheguest’sname(whenknown).客人入座后后30秒内内点单,面面带微笑称称呼客人的的名字.“Nihao,Mr.Smith.Wouldyouliketoplaceyourorder?””“您好,李先生。我可可以为您点单单吗?”14.TakingtheOrder点单Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Whentakinganorder,ladiesfirstandhostlast.Colleagueswillrememberwhoorderedwhattoavoidtoaskagainoncethebeveragesanddishesareserved.先为女士点单单,并做好记记录,避免再再次询问客人人Inquireifguestprefersfamilyorformalstyleservice(ChineseRestaurantonly).询问客人是否否需要分菜服服务(仅在中中餐厅适用).PICTUREWaitertakingorder.14.TakingtheOrder点单Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Colleaguestoupsellbeverages,startersordessertsifnotordered.推销饮品,开开胃菜或甜点点.“MayIrecommendyouagoodglassofredwinewith……./adessertafter……”我可以向您推推荐一杯葡萄萄酒/甜点?.15.Upselling促销Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Orderstakenarealwaysrepeatedtotheguest.Thisdoesnotapplyforsingleguestswhohaveorderedonebeverageordishonly.重复客人的点点单,不适用用于仅点了一一份饮料或食食品的客人“MayIrepeatyourorder,Sir,Madam?Foryouone……”请允许我重复复您的点单,先生/女士?您的一份...”16.RepeatingofOrders重复点单内容容Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Ifnotallseatsatthetableareoccupied,theadditionaltablesettingwillbeclearedwiththepermissionoftheguest.收走桌上所有有的餐具.“Mr.Smith,doyoumindifIcleartheadditionalsettingorwillsomebodyelsejoinyouforbreakfast/lunch/dinner?””李先生,您介意我把多多余的餐具收收走吗?还是待会儿您您有朋友要来来?17.RemovalofSettings撤离多余餐具具Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Forallsinglediners,thenewspaperofthedayormagazineswillbeofferedaftertheorderhasbeentaken.点单后,为单独用餐的的客人提供报报纸和杂志.“ExcusemeSir/Madam,mayIofferyousomenewspaperormagazine?””打扰一下先生生/女士,需要我为您提提供一些报纸纸或杂志吗?18.SingleDiners单独用餐的客客人Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Lavenderscentedhotorcoldtowel(accordingtotheseason)isservedtothetableaftertheguestisfirstseated,afterthesoupandbeforethedessert(exceptbarswithdrinkserviceonly,loungesandGourmet).客人入座后,提供带有薰衣衣草香味的冷冷/热毛巾.“ExcusemeSir/Madam,hereisyourfacetowel.”打扰一下先生生/女士,给您的毛巾.19.TowelService上毛巾Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Colleaguesalwaysservebeveragesfromatrayandnotlaterthan3minutespastthetimetheorderwastaken.点单后后3分钟内内为客客人上上饮料料.Bottleddrinkssuchasbeer,mineralwater,etc.,arealwaysopenedandpouredintheguest’spresence.瓶装饮饮料,如啤酒酒,矿泉水水等必必须在在客人人面前前打开开.“Hereisyourbeverage,mayIpouritforyou?””“您点的的饮料料,需要我我为您您倒上上吗?”20.BeverageService上饮料料Food&Beverage/Restaurants,Bars&Lounges餐饮部部/餐厅,酒吧,酒廊Wherethereisnotablelinenorplacematsetonthetablesasastandard(Bars&Lounges),colleagueswillalwaysplacetheglassandbottleonlinencoasters.如果没没有台台布或或餐巾巾垫(酒吧),必须使使用杯杯垫.Glassesandbottlesarealwaysserved,pouredandplacedontherightoftheguest.杯子子摆摆放放在在客客人人的的右右手手边边20.BeverageService上饮饮料料Food&Beverage/Restaurants,Bars&Lounges餐饮饮部部/餐厅厅,酒吧吧,酒廊廊Wineisalwaysservedattheappropriatepre-determinedtemperature.葡萄萄酒酒的的温温度度适适当当.21.WineTemperature葡萄萄酒酒温度度Food&Beverage/Restaurants,Bars&Lounges餐饮饮部部/餐厅厅,酒吧吧,酒廊廊Appropriatewineglassesarebroughtonatraytothetableandsetfirst.Afterthat,carrythebottletothetableelegantlybyhand(withafoldednapkinsleevearoundtheneck)andpresentedwiththelabelfacingtheguest.Announcetheyear,vintage,vineyardandgrapetotheguest.先摆放葡萄酒酒杯,稍后将瓶装酒酒呈上,酒标对着客人人,说明年份,酒庄和葡萄名名.ExcusemeSir/Madam,hereisyour……”XX先生/女士,这是您点的…22.WinebytheGlass杯卖葡萄酒Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Pouredasmallamountintheglassoftheguestwhoorderedthewinefortasting.Oncetheguesthasacknowledged,theglasseswillbefilledaccordingtostandardstartingwithladiesfirstandthehostlast.在杯杯中中倒倒入入少少许许酒酒给给客客人人品品尝尝,得到到客客人人确确认认后后为为女女士士先先倒倒酒酒,主人人最最后后.“ExcusemeSir,wouldyouliketotaste?””XX先生生/女士士,请您您先先试试一一下下这这款款酒酒22.WinebytheGlass杯卖卖葡葡萄萄酒酒Food&Beverage/Restaurants,Bars&Lounges餐饮饮部部/餐厅厅,酒吧吧,酒廊廊Thewinetastingportionisalwaysofferedtothepersonwhoorderedthewineinthefirstplaceunlessitisaladyinthecompanionofaman.Thentheladywillbeaskedinaverycourteousmannerifshewouldlikethegentlementotastethewine.总是是让让点点单单的的客客人人来来试试酒酒,除非非点点单单的的是是女女士士,需要要礼貌貌的的询询问问女女士士是是否否要要她她身身边边的的男男士士试试一一下下酒酒.“ExcusemeMadam,wouldyoulikethegentlementotastethewineforyou?””XX女士士,您是是否否需需要要这这位位男男士士试试一一下下酒酒?22.WinebytheGlass杯卖卖葡葡萄萄酒酒Food&Beverage/Restaurants,Bars&Lounges餐饮饮部部/餐厅厅,酒吧吧,酒廊廊Whenglassesareleft¼¼full,colleaguesshouldaskforasecondglass.Newglassesaregivenwitheachconsecutiveglassofwineordered.如果杯杯中仅仅有1/4的葡萄萄酒,主动询询问是是否需需要第第二杯杯,并更换换新的的酒杯杯.“ExcusemeSir/Madam,wouldyouliketohaveanotherglassofwine?”XX先生/女士,您需要要再点点一杯杯同款款的葡葡萄酒酒吗?22.WinebytheGlass杯卖葡葡萄酒酒Food&Beverage/Restaurants,Bars&Lounges餐饮部部/餐厅,酒吧,酒廊Appropriatewineglassesarebroughtonatraytothetableandsetfirst.Afterthatthebottlewillbecarriedtothetableelegantlybyhand(redwinewithafoldednapkinsleevearoundtheneckorinfinediningrestaurantsintheappropriateholder/basket;whitewineinacoolerandstandandnapkin)andpresentedwiththelabelfacingtheguest.先摆放放葡萄萄酒杯杯,稍后将将瓶装装酒呈呈上,酒标对对着客客人,说明年年份,酒庄和和葡萄萄名.23.WinebytheBottle瓶卖葡葡萄酒酒Food&Beverage/Restaurants,Bars&Lounges餐饮部部/餐厅,酒吧,酒廊Colleaguesshouldannouncetheyear,vintage,vineyardandgrapetotheguestandthenopenthebottleinasuitablelocationnearthetable(orinfinediningrestaurantsonasidetable).酒标对着着客人,说明年份份,酒庄和葡葡萄名后后为客人人开酒.“ExcusemeSir,your2004GreenPointChardonnay.”“打扰一下下先生,您点的2004年碧汇莎莎当妮””23.WinebytheBottle瓶卖葡萄萄酒Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Thecorkispresentedtogetherwiththecutsoftcaponasmallplateatthetableandlefttherewiththevineyardslogofacingtheguestwhoorderedthebottle.Thisdoesnotapplyforwineswithscrewcaporartificialcork.Olderredwineswillbedecanted.软木塞放放在小碟碟子上并并放于桌桌上,酒标朝向向客人,(不适用于于螺旋瓶瓶盖和人人造木塞塞).陈年的葡葡萄酒要要提供醒醒酒服务务.“Hereyoucork,Sir.”“您的木塞塞,先生”23.WinebytheBottle瓶卖葡萄萄酒Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Asmallamountispouredintheglassoftheguestwhoorderedthewinefortasting.Oncetheguesthasacknowledged,filltheglassesaccordingtostandardstartingwithladiesfirstandthehostlast.在杯中倒入入少许酒给给客人品尝尝,得到客人确确认后为女女士先倒酒酒,主人最后.“ExcusemeSir/Madam,wouldyouliketotaste?””XX先生/女士,请您先试一一下这款酒酒23.WinebytheBottle瓶卖葡萄酒酒Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Refilltheglasseswhenleft¼¼full.Colleaguesshouldaskforasecondbottlebeforethefirstoneisgoingtobeemptytoavoidembarrassmenttothehost.Thebottlewillagainbepresentedwhenasking.当杯中的酒酒到1/4时及时为客客人添加.第一瓶酒即即将饮用完完之前询问问是否要第第二瓶.“ExcusemeSir/Madam,wouldyoucareforanotherbottleofthesamewine?”XX先生/女士,您需要再来来一瓶同款款的酒吗?23.WinebytheBottle瓶卖葡萄酒酒Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Whenanotherbottleofthesamewineandvintageisordered,afreshglassisgivenfortasting.Otherguestsatthetableareofferedthechoicetohaveanewglass.Shouldthesecondbottlebeadifferentwine,newglassesforeverybodyhavetobeprovided.服务第二二瓶同款款的酒之之前为点点酒者更更换新的的酒杯.不同款的的酒,需要为所所有宾客客更换酒酒杯.23.WinebytheBottle瓶卖葡萄萄酒Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Colleaguesensurethatcoffeeisalwaysfreshlybrewedpercupandservedwithhotmilkandcubesugar.Teaisalwaysmadefromloosetealeaves,pouredinfrontoftheguestandservedwithlemonandhotorcoldmilk(exceptforChinesetea)andcubesugar.确保每杯杯咖啡都都是新鲜鲜磨制的的,并提供热热牛奶和和糖块.茶叶状的的茶必须须在客人人面前服服务,并提供柠柠檬,热/冷牛奶(中式茶除除外)和糖块.24.Coffee&TeaService咖啡及茶茶水服务务标准Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Colleaguestopresentandintroduceallbeveragesanddishesorderedwhenservingatthetable.Inspecialtyrestaurantsamoredetailed,butshortdescriptionofthedishshouldbegiven.上饮料或食食品时要做做简单介绍绍,特色餐厅要要更细节化化,但保持简单单明了.“Thisisyour….Pleaseenjoy”.这是您的…,请慢用.25.Servingitemsordered服务所点菜菜式Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Whenguestsaretemporarilyleavingthetable,thenapkinisbeingrefoldedinaneatshapeandputonthesidetable.Pullthechairfortheguestuponreturn.如果客人暂暂时离开座座位,折叠好餐巾巾,客人回来时时主动拉椅椅子.26.RefoldingofNapkins整叠口布Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Beveragesshouldneverbecomeemptyatthetableandasecondglasswillbeofferedorrefilledwhenthedrinkis¼full.Emptyglasseswillberefilledorcleared.Soileddishesaretobeclearedpromptlyandsimultaneously.当杯中的饮饮料还有1/4时,及时询问是是否要第二二杯.空杯子要及及时添加饮饮料或收走走.同时撤走用用完的盘子子.27.RefillandClearing补充及清理理Food&Beverage/Restaurants,Bars&Lounges餐饮饮部部/餐厅厅,酒吧吧,酒廊廊Supplementalorderstakenduringthecourseofthemealwillberespondedtoimmediately.用餐餐期期间间如如有有追追加加的的点点单单要要及及时时跟跟进进.“Rightaway,Sir/Madam””.请稍稍等等,先生生/女士士28.SupplementalOrders补单单Food&Beverage/Restaurants,Bars&Lounges餐饮饮部部/餐厅厅,酒吧吧,酒廊廊Guestsareinformedifthereisanysignificantdelay.Colleagueswillapologizewithabriefexplanationandadvisetheguestontheapproximatewaitingtime.任何点单单如需较较长时间间的等待待必须及及时告知知并给予予道歉和和适当解解释,说清等候候时间.“DearMr.Smith.Your…….willtakeanother10minutes.Mysincerestapologiesforthat.李先生,您的…还需要10分钟的时时间,为此我向向您表示示真诚的的歉意.29.ServiceDelays服务延误Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊Guestsatisfactionofeachpatronischeckedonlytwiceandbyonepersononlyeachtime:3-4minutesafterthemaincourseandonceafterthecheckispresented.Theoutletmanagerhimselfhastocheckonceasaminimumaswell.饮料或主菜菜服务后的的3-4分钟,由经经理或主管管询问客人人对饮料和和食品的满满意度.“Howis/didyouenjoyyourlunch,dinner?/Howis/wasyourdrink?”您用餐愉快快吗?30.GuestSatisfaction客人满意度度Food&Beverage/Restaurants,Bars