五星级酒店餐厅服务程序

*精品课件资料五星级酒店餐厅服务程序STEPSHOW/

STANDARDSTRAININGQUESTIONSduty.

１、如何Staff

to

be

ready

for员工准备当值RESs开mile,餐cleanHunOiOfoWrm

andTweOlOl

groOoOmePd.ENStaff

must

be

on

time

to

come

to

work

with员工必须保持服装整洁、面带微笑，并准T时到A岗U。RANTTtheHstEaff

be

on

time?Why

should为什么要员工准时到岗？Why

shouldthe

staff

be

wellgroomed?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,

tableand

chair’s

condition.使用检查表，检查餐厅包括台椅是否破损。Why

shouldthe

restaurant

bechecked?为什么要检查餐厅？精品课件资料4)

Check

the

cleanliness

and

setup检查卫生和摆台１、如何RECheck

all

set-ups

in

the

outlet:

Table

set-upincludes

flower,

glasses,

cutleries,

chinaware,napkin,

ashtray,

floor

crump

and

salt

&

peppersha开ker

if餐applicHablOeO.

W

TO

OPE检查所有的摆台，桌面鲜花、杯具、餐具、瓷器、餐巾、烟灰缸、地面清洁、盐和胡椒S瓶T准备A等U等。RANTExchange

dirty

linens

at

the

Housekeeping’slinen

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

shouldall

set

ups

be

checkedbefore

service?N为什么T在餐H前E检查所有摆台准备工作？5)Opening

the

Bar.开吧Clean

the

bar

counter

with

a

cleaning

cloth.用抹布清洁所有酒吧设备。Check

bar

inventory

and

fill

in

the

opening

stockcolumn

in

the

inventory

file.检查并填写酒吧清单。Pick

up

all

requested

items

from

F

&

B

storeroom.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

includesLemon/Lime

wedge,

slice

lemon

ring,

parsleyand

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。精品课件资料RESTAURAANT6)Daily

briefing.例会准备精品课件资料To

conduct

pre-service

briefing

on:例会内容：@

Hotel

information.１、如何开酒店信餐息

HOW

TO

OPEN@

Daily

room

occupancy.客房入住情况@

VIP’s

arrival/in-house.VIP顾客到店情况@

Customer

delight

practices.顾客的喜好习惯@

Customer’s

comments.顾客意见@

Daily

Special.每日特别介绍@

Item/dishes

to

recommend.菜品推荐Why

shouldthe

staff

be

briefeddaily?T为T什H么E要每天开员工例会？T

GUESTS精品课件资料STEPSHOW/

STANDARDSTRAINING

QUESTIONS1)Lead

the

guests

to

the

table.带领顾客到餐桌前２、如何Say

“Would

you

follow

me,

please,Mr./Mrs./Ms.

XXX

’,

then

show

the

way

tothe

guest

by

using

your

open

palm,(No为t

the

f客inger).人领位

HOW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

onemeter

and

do

not

walk

too

fast,

look

occasionallyback

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

youask

the

guest

tofollow

you?T你为O什么要S求E客A人跟着你？Why

do

youuse

your

palm?为什么你用你的手掌？Why

do

youlook

back

at

timeswith

escorting

theguest

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

beall

right

for

you,

Mr.

/Mrs.

XXX

orSir/Madam?”到达顾客桌前问：这张台满意吗？XX先生/女士/太太？Why

shouldyou

check

for

thetable

is

up

to

theguests’satisfaction?为什么要检查顾客满意程度？UESTS精品课件资料3)Assist

the

guests协助顾客２、如何Pull

the

chair

out

for

the

lady

with

a

smilingface.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：为这里客坐。先人生/女领士/太位太位。并拉开H椅OW

TO子。Helps

the

lady

to

be

seated

by

standing

behindthe

chair,

positioning

the

two

hands

on

the

chairshoulder,

keep

left

leg

straight,

right

toe

to

pushthe

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,

otherwiseyou

might

hurt

the

guest.

Also

don’t

be

tooslow,

otherwise

the

guest

might

“miss”

thechair

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

chairfor

ladies?为什么要为女士拉椅子？SEWhyAshTould

Gyou

smile?为什么保持微笑？Why

shouldbe

careful

whenpushing

the

chair?为什么推椅时要小心？4)Wish

the

guest

a

pleasantbreakfast,lunch

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

pleasantbreakfast

/

lunch

/

dinner”说：感谢您并祝您有一个愉快的早餐/午餐/晚餐。HE精品课件资料STEPSHOW/

STANDARDSTRAININGQUESTIONS1)Check３the

st、ate

o如f

the

m何enu检查菜牌的情况MENH呈ostess上es

sho菜uld

al单ways

cHheOck

aWll

theTmeOnu

PRpages

and

cover

to

ensure

the

menus

are

clean.是U干净的

资客要经常检查菜单每一页面，确保它们E•

SEWhNy

sThouldTthe

menu

always

beneat

&

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,

hereis

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

shouldyou

introduceyourself?为什么要介绍自己?3)Presenting

the

menu.呈上菜单Standing

at

the

right

side

of

the

guest,

bend

theupper

body

slightly;

present

the

opened

menu(first

page)

in

front

of

the

guest

and

say:

“Thisis

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

the

elderlylady

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

shouldyou

open

the

menufor

the

guest?为什么打开菜单给顾客?MENU4)

Explain

which

dishes

are

notavailable

for

that

day解释当日缺少的菜肴Apologize

and

explain

to

the

guests

which

dishesare

not

available.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Why

shouldyou

explain

the

not道歉并解释有哪样菜品不能提供。

available

items

first３、如何呈Say:上”I

a菜m

terr单ible

sHorrOy

bWut

theTXXOXOis

noPt

RESbefEoreNexTplainTiTngHthEeE精品课件资料specials?为什么先解释有哪样菜品沽清后推介特别(You

can

start

here

to

explain

today’s

specials,介绍？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THEMENU5)

Introduce

today’s

specials

Ask

the

guest

if

they

mind

you

explaining

the精品课件资料介绍当日特别推介

special

to

them.问顾客是否愿意接受推荐菜式。today’s

specials?”说：我可以介绍今日特式给您吗。Standing

straight

at

the

table

rotating

your

eyecontact

with

the

guest

around

the

table

andsummarize

the

special

with

a

clear

voice

indetails.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,the

desserts

for

after

dinner.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

shouldyou

ask“permission”

first３、如何呈Say:”上Woul菜d

you

m单ind

meHexOplaWiningTyoOuO

PREtSo

exEplNainTthespecials?为什么要等到确认后才介绍特别介绍?Why

shouldyou

keep

eye

contactwith

all

guests?为什么要与所有顾客保持目光接触?Why

shouldfish

and

meats.

(If

special

are

applicable).

Leave

you

follow

the

mealorder?为什么要跟据用餐顺序?NK精品课件资料STEPSHOW/

STANDARDSTRAININGQUESTIONS提供服４务

、如1)

Offer

assistance.OR何pla点ce

the酒drink水orderHbyOsayWing

TO

TAAfter

presenting

the

menu,

prompt

the

guest

to展示酒水单之后，询问顾客。D“MEr.R/RMrs./Sir/Madam

XXXX,

may

I

takeyour

drink

order”.先生/太太/女士，我可以为您点酒水吗？KyouEask

tAhe

gueDst

iRf

IWhy

shouldyou

can

take

the

drinkorder?为什么询问顾客是否可以点单？2)Suggestive

selling.推荐餐品Recommend

the

wine

of

the

month

or

special’s

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/thismonth,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

shouldyou

up

sell?为什么要销售？3)Check

understanding.确认点单Repeat

the

beverage

order

to

the

guest

afterwritten

on

the

order

pad.重复顾客点单并用点单记录下来。Why

shouldyou

repeat

the

order?为什么要重复点单？NK精品课件资料4)

Place

the

order

in

the

POSsystem录入４、如何ORGo

to

the

nearest

station

and

push

in

the

order.去最近的POS机并录入点单。点酒水HOW

TO

TAKDERWhy

shouldyou

go

the

nearestPOS

station?E为什么A要去D最D近R的IPOS机？Why

shouldyou

order

thebeverages

in

the

POSsystem?为什么要用POS机录入？5)Follow

up跟进Keep

an

eye

on

the

bartender

for

when

thedrinks

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

shouldyou

follow

up?为什么要继续关注？CH

THE精品课件资料STEPSHOW/

STANDARDSTRAININGQUESTIONS服务方法５、餐1)Approach

the

table.tr台ay.

的酒水服务HOW

TGo

to

the

guest

table

by

carrying

the

drinks

on

a使用托盘将饮料送到餐桌TABLE

TO

SERVICE

BdOrink

bAe

onPa

PtPraRy?

OAWhy

should

the为什么一定要用托盘?EVERAGES2)Present

the

drink.Stand

by

the

right

side

of

the

guest

with

right

legWhy

should

you饮用服务slightly

in

front.stand

on

the

right

side

of站在顾客右手边且右腿微微向前the

guest?Hold

the

stem/base

of

the

glass;

place

the

glass

on为什么站在顾客右手the

right

side

of

the

guest,

above

the

tip

of

the边?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

isyour

XXXX

(name

of

the

beverage),

please

enjoyit”

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3)Leaving

the

table.Quietly

back

off

away

from

the

table,

keeping

yourWhy

should

you离开餐桌eye

on

the

guest

to

ensure

they

are

able

to

catchkeep

an

eye

on

the

table?your

attention

should

they

require

anything

else为什么保持目光关注轻轻的离开餐桌，保持目光关注顾客，确保顾餐桌?客明白有事可以找你A精品课件资料STEPSHOW/

STANDARDSTRAININGQUESTIONSready

fo６r

orde、ring.如1)

Observe

the

guest

if

is观察客人随时准备听单

F何them

进r进eady

行t行o

ord食e食r.Do品n品’t

s点t点and

t单o单far

aHwayOofWKeep

a

close

eye

on

the

guest

for

any

signs

ofthe

table

in

clear

view

of

the

guests.O保O持对D顾客O的关R注D，E随时R准备帮客人听单，不要离开餐桌太远。When

the

guest

has

closed

the

menu

and/or

takesa

sip

of

the

drink

or

look

around

that

is

usually

thesignal

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。kTeeOpOa

cleTarAeyeKonEtheWhy

should

youguests?为什么时刻关注顾客?Why

shouldn’tyou

stand

too

far

awayfrom

the

table?为什么不要离开餐桌太远?What

should

youdo

when

the

guest

islooking

around

forattention?当顾客四处张望时应该做什么?６、如何进行食品点单HOWTO

TAKE

AFOOD

ORDER2)

Approachthetabletotakeorder.点单精品课件资料Approachtheguesttableandstandinapositionthathaveeye-contactandcommunicationandsay,

Mr./Mrs./Ms./Sir/Madam

XXXX,

may

Itakeyourordernoworwouldyoulikeafewmoreminutes?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?Lookattheguestwithafriendlysmile,

standuprightandleanthebody

forward

alittle

bit.微笑看着顾客，站直并略倾前倾听顾客的要求。Listencarefullytotheguestandrightdowntheitemsonyournotepad.

Itemsmustbelistedonthenotepadbyseatnumber.

Askrequiredquestionsperdish;仔细聆听，用纸记下每位顾客的要求及明细，并且举例确认。forexample,例如：Salad

–dressingonthesideormixed.沙拉—酱汁跟上还是混合Say:”Wouldyouprefertohavethedressingonthesideormixedwiththesaladsir/

madam?说：您希望我们把沙律汁拌好还是另上？

Steak

–cookingway.牛排—烹饪方式Say:“Howwouldyoulikeyoursteaktobeprepared;rare,medium-rare,medium,medium-wellorwelldone?”说：您希望您的牛排几分熟，三成、五成、七成、还是全熟？Repeattheordertoguestafterwritteninonyourorderpad.根据台迹重复一遍给顾客知道。Speaktotheguestslowly,clearlyandpolitely.说话要慢、清晰和优雅。•Whyshouldyouhaveeyecontact?为什么要用眼神先交流?•Whyshouldyoubefriendly

andsmile?为什么要保持礼貌和微笑?•Whyshouldyoulistedcarefully?为什么要仔细聆听?Whyshouldyouwritetheorderdown?为什么要用笔记下点单?Whyshouldyouwritetheseatnumberonyournotepadaswell?为什么要在台迹上记下每个座位的客人的要求?Whyshouldyourepeattheorder?为什么要复单?Whyshouldyouspeakslowlyandclearly?为什么说话要慢且清晰?FOOD

ORDEER3)

Suggestive

selling.

During

the

order

taking

process,

suggest

to精品课件资料推荐销售

consider

additional

dishes/courses;

an

entrée,

asoup

in

between

entrée

and

main

or

a

desserts６、如wi何thout进being行too

ag食gress品ive.点单HOW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

themain

course

is

finished

and

the

table

is

cleared)（甜品通常是餐后清完台后推销的）Why

should

yousuggest

additionalchoices

or

dishes?为T什么O要向T顾客A建K议E

A和推荐附菜？Why

shouldn’tyou

be

too

aggressive

inup

selling?为什么不能强行推荐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

can

thedessert

be

kept

to

theend

as

well?为什么甜品要最后出品？Why

should

yousuggest

daily

specials?为什么要推荐特式品种给顾客？A精品课件资料4)POS

System录入系统６、Add

the

order

into

the

POS

System

for

billrecording

and

the

order

to

print

out

in

therequired

kitchen.如根据何点单输进入电行脑，并食打印出品厨房的点单单HOWFOOD

ORDERWhy

should

theorder

be

put

into

thePOS

System?为什T么点O单要T用PAOSKE录入？5)Set

the

table摆台Change

the

table

setting

with

the

required

utensilsbased

on

the

dish.根据台迹帮客人摆位See

SOP:CS-0007TABLEAKEN精品课件资料STEPSHOW/

STANDARDSTRAININGQUESTIONSsetting７、点Prepare

for

the摆台准备AF单dish后es

and摆place台them

o准n

a

ma备i备n

plaHtHe

OWSelect

your

cutlery

according

to

the

orderedcovered

with

a

folded

napkin.选T择E合R适R的餐T具，H准E备折叠O好R的D餐巾E放R

HA在盘子上Organize

the

cutlery

per

setting

on

your

plate准备餐具放在盘子上TfoOllow

tSheEordTered

AWhy

should

youdishes?为S什么你B要E跟E进顾N客T用餐？Why

should

youplate

be

covered

by

anapkin?为什么餐盘上要摆放餐巾？Approach

the

table靠近餐桌Walk

slowly

the

guest’s

table

with

the

platein

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

foryou?”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

rightleg

slightly

in

front.站在顾客右边右腿微微向前为顾客更换Why

should

youapologize

to

the

guest?为什么向顾客致谦？TABLEAKEN精品课件资料Changing

the

cutlery更换餐具７、点AFBend

over

slightly

to

change

the

cutlery.弯腰更换餐具Start

on

the

right

hand

side

to

change

that单par后t

of

th摆e

cutl台ery

se准tting备.

HOW右手完成更换TFolEloRwRto

thTe

lHeftEhand

sOidRe

toDexEchaRnge

thHecutlery.

Take

care

of

your

right

elbow

not

tohit

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

theright

to

change

the

cutlery

of

the

right,apologize

first

before

you

move

ahead.Why

should

you

start

n

the

right

hand

side?T为O什么用S右E手E完T成更A换？A•S

WBhyEshoEulNdNyou

Tbe

careful

with

yourelbow?为什么要动作小心？Why

should

youapologize

when

crossingthe

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

thetable

quietly.一个结束后，感谢顾客并轻轻离开Why

should

youthank

the

guests?为什么感谢顾客？Why

should

youmove

away

quietly?为什么离开时动作要轻？FOOD精品课件资料STEPSHOW/

STANDARDSTRAININGQUESTIONS靠近餐８桌

、如何1)

Approach

the

guest

table.ORsl服ightl务y

in

fr食ont

of品the

tHaHblOe.

W

TO

SStand

by

the

right

side

of

the

guest

with

right

leg站在顾客右边且右腿微微向前靠近餐桌DERERVICE

A2)Serving

a

plated

food.餐盘食物服务Say

“Excuse

me,

Mr./Mrs./Ms./Sir/MadamXXXX,

this

is

your

XXXX.

(With

the

main

itemof

the

dish

always

nearest

and

facing

to

theguest.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

thegentlemen

and

follow

by

host.

(Move

clock

wisearound

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

shouldyou

excuse

yourself?为什么要致歉?Why

shouldthe

main

items

alwaysface

the

guest?为什么大盘通常要面向顾客?3)Leaving

the

table.离开餐桌Before

leaving

the

table,

say

“Enjoy

yourmeal”.请享受您的食品A

FOOD精品课件资料Note:When

there

are

2

or

morethan

2

guests当有2个８或超过、2个顾如客时ORHold

the

second

serving

with

left

hand

and

thefirst

serving

with

right

hand.

（

Other

staff何shou服ld

ass务ist

to食serve品otherHguOeOstWs

if

thTerOeOaremore

than

2).第D一E次用R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)SERVICE4)

Follow

upGo

back

to

the

table

after

5

minutes

to

checkWhy

should跟进upon

the

guest’s

satisfaction.

Say:

It’syou

go

back

to

checkeverything

to

your

satisfaction”?satisfaction?5分钟后回来检查顾客满意程度，说：请问为什么回来检查顾您对食物满意吗？客满意程度?No

need

to

go

back

anymore

to

ask,

only

whenit

is

time

to

clear

the

table.

However

keep

aregular

eye

on

the

table

or

host

to

see

if

there

isany

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TO精品课件资料９STEP、S

如何清洁HO盘W盘W/STA,ND餐ARDS

具和玻璃器TRAIN皿ING

HOWQUESTIONS1)

Approach

guest

tablCe.准备餐桌GLSayE“AExcRuse

meP,

MLr./AMrTsT./EMs.S/Si,r/MadCamUTXXXX,

are

you

ready

and

may

I

remove

theplates?”L说：A打S扰S一下W先A生R/太E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

withyour

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L(DERIRLL

LYANSGUAGE)ANDWhy

do

you

need

toapologize?为什么致歉?Why

do

you

need

toask

permission

to

clear

thetable?为什么要询问先?2)Clearing

the

table清洁餐桌Remove

soiled

plates,

cutleries,

glasses

andunwanted

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

guests.按顺时针方向清理Carry

the

non-slip

round

tray

with

your

lefthand

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

youremove

as

much

as

possibleoff

the

table?为什么要清洁桌面?Why

should

the

traybe

non-slip?为什么要用防滑托盘?Why

should

youarrange

the

items

neatly

onthe

tray?为什么要将物品摆放整齐在托盘上?OW

TO

D精品课件资料3)Colle９ct

nap、kins

如餐巾回收Co何llect清all

th洁e

napk盘ins

by,ho餐l餐ding

具t具he

na和p和kinsat

the

edge

and

hold

them

in

the

fingersCuLndeErneAathRthe

tPrayL.

ATES,

CUT收集所有的餐巾，并用手指扣在托盘下GLASSWARE玻•

璃Why器shoul皿d

youHhold

the

napkinsLundEernReaYtYh

tShe

traAy?N为什么要将餐巾扣在托盘下?4)Dispose

the

soileddishes处理脏的碟子Deliver

all

the

soiled

items

to

the

side

stationand

return

to

the

table

to

continue

if

youwerenot

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

2guests.服务二人或二人以上顾客Use

a

rectangular

tray

with

a

tray

stand

andplace

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

andtray

stand

away

from

the

table.完成后服务人员应立刻撤回托盘Why

should

youuse

a

rectangular

tray?为什么使用长方托盘?Why

should

youuse

a

tray

stand?为什么要使用托盘操作标准?During

the

process

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

lotsof

crumbs

and

food

leftovers,

wipe

the

tablewith

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

youwipe

the

table?为什么要清洁台面?THE精品课件资料STEPSHOW/

STANDARDSTRAININGQUESTIONS准备

10、如PreparationT何sized进cloth.行餐后清洁HOWFold

a

napkin

four

times

in

half

so

you

get

a

small将餐巾纸折成1/4，且用它作为小型。APlaBceLtheEclothAonFa

dTessEerRt

platCe

anLd

pErocAeeRd

toIthNetable.将餐巾放在餐桌上的甜品盘中。TyouOfoldWtheInaPpkiEn

furWhy

shouldtimes?G为什么要折餐巾？Why

shouldyou

bring

a

dessertplate?为什么要带甜品盘？2)Approach

guest

table.准备清洁Say

“Excuse

me,

Mr./Mrs./Ms./Sir/MadamXXXX,

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

yourright

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。(DRILLLANGUAGE)Why

do

youneed

to

apologize?为什么要致歉？Why

do

you

need

to

ask

permissionto

wipe

the

table?为什么要先询问下？THE精品课件资料Wiping清洁10、如TWipe

the

crumbs

and

food

leftovers

lightly

over

thetable

cloth

towards

the

edge

of

the

table.将面包屑用抹布小心的擦向桌边。何Hold

t进he

des行sert

p餐late

j后ust

un清der

th洁e

bordHerOofWthetable

close

to

the

table

itself.A用B甜品L盘E放在桌A面F下方T接E手R。

CLEARINWipe

the

debris

on

the

dessert

plate

with

lightmoves.用甜品盘盛装并拿走。Be

careful

not

to

go

too

spoil

the

debris

on

theguests’its

lap。要小心不要将污物弄到顾客膝盖上。Why

shouldyou

wipe

lightly?为什么小心翼翼？•TO

WhyWshIoulPd

EcGlose

to

the

table?you

hold

the

plate为什么用盘子接住？Why

shouldyou

be

careful

not

tospill

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。ERTS精品课件资料STEPSHOW/

STANDARDSTRAININGQUESTIONSPresent

the

dessertmenu递送甜品单11、如Upon

completion

of

the

meal,

approach

theguest

on

the

right

side

and

ask

with

a

friendlymanner

“Excuse

me,何Mr.服/服Mrs./务Ms./S甜ir/Mad品am

XXXHX,OthiWs

is

tThe

O

Sdessert

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

youapologize?为什么要致歉?ERVE

DESS2)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

orthe

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

after

written

on

theorder

pad.重复顾客点单并写下点单Why

should

yousuggest

the

betst

dessertor

daily

special?为什么要介绍推广或最好的甜品?Why

should

yourepeat

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

forproduction

by

the

Pastry

or

respective

kitchen通过POS系统，将点单送至饼房或加工点Why

should

youorder

through

the

POSSystem?为什么要使用POS机?SERTS精品课件资料4)Set

the

table.摆台After

order

has

been

computed

in

the

POS

system,

cutleries

have

to

be

laid

according

to

theguest’s

order

from

the

right

side.录入之后，要从顾客右手边摆放餐具Why

do

youhave

to

change

thecutlery?为什么要更换餐具?5)Serve1th1e

d、essert如.甜品服务何Say

服“服Excu务se

me,甜Mr./M品rs./MHs./OSirW/MadaTm

O

SXXXX,

this

is

your

XXXX.

(With

the

main

itemof

the

dish

nearest

and

facing

to

the

guest.说：打扰一下，先生/太太/女士XXX这是您

的XXX（甜品位置应摆放在客人的前面）Serve

the

children/ladies

first,then

thegentlemen

and

follow

by

host.

(Move

clockwisearound

the

table).先女士和小孩开始再到男士（按顺时针顺序）ERVE

DESNote:Hold

the

second

serving

with

left

hand

and

theWhen

there

are

2

or

morefirst

serving

with

right

hand.

(Other

staff

shouldthan

2

guests.assist

to

serve

other

guests

if

there

are

more

than当超过2个客人时左手拿的是第二个需服务的客人的碟，右手拿的是第一个需服务的客人的碟，（服务员应该帮忙服务其它客人）6)

To

finishSay:

“Enjoy

your

dessert结束Mr./Mrs./Ms./Sir/Madam

XXXX说：请享受您的甜品。先生/女士/太太XX。O

PRE-精品课件资料STEPSHOW/

STANDARDSTRAININGQUESTIONS1)

Ready

and

on

time

to

be

onduty.

12、营班前准备SStaff

must

be

on

time

to

come

to

work

with

smile,业clean

u前niform准and

wel备l

grooTmTed.ASK:

H员工必须换好制服，修饰好仪容，脸带微笑，准时回到工作岗位。ERVICE

OPERATIOWhy

shouldOthWe

staffTbeOon

timeD?为什么要准时到岗?Why

shouldNthe

uniforms

be

cleanand

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,

openthe

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?为什么从保卫部领取钥匙?3)Check

the

cleanliness.检查清洁程度To

use

checklist

to

check

the

restaurant,

table

andchair’s

condition.按规定检查餐厅，桌椅及摆放位置。Why

shouldyou

check

therestaurant?为什么要检查餐厅?Why

shouldyou

use

the

checklist?为什么要使用检查表?-精品课件资料4)Check

the

set

up

and

overall全面检查桌面的摆设12、营业SERCheck

all

set-ups

in

the

outlet:

Table

set-upincludes

flower,

tea

glasses,

cutleries,

chinaware,napkin,

ashtray,

and

salt

and

pepper

shaker

if前appli准cable.备TASK:

HOW

TO检查台面上的摆设是否摆好，包括：鲜花、V茶I杯I、C餐E具、瓷O器P、口E布R、A烟灰T缸I、O胡椒N和盐瓶。If

required

reset

the

tables

according

to

theday’s

reservations.如果需要，