酒店宴会服务标准课件

CONTENT-4of6内容简介

19.TowelService

20.BeverageService

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

酒店宴会服务标准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

酒店宴会服务标准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

酒店宴会服务标准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,酒廊酒店宴会服务标准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,酒廊酒店宴会服务标准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,酒廊酒店宴会服务标准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,酒廊酒店宴会服务标准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,酒廊酒店宴会服务标准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,酒廊酒店宴会服务标准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,酒廊酒店宴会服务标准Assistguestsalwayswithcoatsandbags.Firstattendtodisabled,elderly,ladiesandchildren,thentomen.为客人摆放大衣和随身物品,并首先为残疾人士,老年人,女士及儿童服务.“MayIhelpyouwithyourcoat/bag,Sir,Madam?”我可以帮您吗?(外套或包)8.AssistingwithCoats辅助存放大衣

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Iftheguestshavemadeareservationbutthetablewillnotbereadywithin10minutespastthereservedtime,guestsareofferedacomplimentarydrinkatthenearbybar,loungeorseatingarea.如果客人已经事先预定而餐桌在10分钟之内不能准备好,我们必须安排客人在临近的酒廊稍作休息并提供免费饮品.“Mysincereapologiesthatyourtableisnotreadyyet.MayIofferyouadrinkatthebarwhileyouarewaiting?”非常抱歉,您的座位暂时还未准备好,您介意在我们酒吧先喝杯饮料吗?9.NoTablesavailable餐厅客满

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Iftherewasnoreservationmade,colleaguesshouldinformtheguestonanestimatedtimewhenthenexttablebecomesavailableorofferanalternatediningvenue.客人如果没有事先预定而我们暂时没有空桌,必须告知客人大致的等候时间或给予其他餐厅的信息和建议.“Thereisatableavailablearound9:00pm.Wouldthatbealrightforyou?/MayIofferyouoneofourotherdiningvenues?”您大约要等到九点钟,请问有问题吗?/我可以为您建议其他的餐厅吗?9.NoTablesavailable餐厅客满

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Allguestsareescortedtotheirtableinagraciousandefficientmanner.Colleaguesacknowledgeandgreetguestsbysteppingbackwithgraceinordertoallowgueststopassby.Donotwalktoofastandmakesurethatguestsarefollowing.将客人引领至座位.员工应稍稍退后让客人经过,不要步伐太快,确保客人能看到并跟随.“ThisWayplease,Mrs.Smith.”李先生,这边请.10.Escorting带位

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Colleaguestoensurethatguestswillonlybeseatedatfullypreparedtables.Uponthearrivalatthetable,colleagueswillaskfortheguest’sapprovaloftheselectedtable.确保所安排的餐桌餐具齐全.询问客人对安排的餐桌是否满意.“Sir/Madam,isthistablealrightforyou?”先生/女士,这个位置您觉得满意吗?11.Arrivalatthetable到达餐台

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Chairassistanceisgiventoallguestsafterhavingbeenescortedtotheirtable(ladiesfirst).Colleagueswaituntilallguestsareseatedbeforeleavingthetableandthenwishanenjoyablediningexperience.尽可能为每位宾客拉椅子.待客人全部入座后离开并预祝用餐愉快.“PleaseSir/Madam,enjoyyourlunch/dinner.”祝您用餐愉快.12.ChairAssistance拉椅子

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准ColleaguestoofferrecommendationonChineseteaimmediatelyaftertheguestsareseated.Teaisservedwithin5minutes.入座后向客人推荐中式名茶,并于五分钟内服务给宾客.“Nihao,Mrs.Smith.MayIofferyousometea?Wehavethefollowingselection.”您好.李先生,我可以向您推荐一些茶吗?13.ServingTea(ChineseRestaurantonly)上茶(仅供中餐厅参考)

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Theguest’sorderistakenimmediatelyornotlaterthan30secondsafterseating.Theguestisacknowledgedwithawarmsmile,theChinesegreeting(accordingtothedaytime)andbyusingtheguest’sname(whenknown).客人入座后30秒内点单,面带微笑称呼客人的名字.“Nihao,Mr.Smith.Wouldyouliketoplaceyourorder?”“您好,李先生。我可以为您点单吗?”14.TakingtheOrder点单

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Whentakinganorder,ladiesfirstandhostlast.Colleagueswillrememberwhoorderedwhattoavoidtoaskagainoncethebeveragesanddishesareserved.先为女士点单,并做好记录,避免再次询问客人Inquireifguestprefersfamilyorformalstyleservice(ChineseRestaurantonly).询问客人是否需要分菜服务(仅在中餐厅适用).PICTUREWaitertakingorder.14.TakingtheOrder点单

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Colleaguestoupsellbeverages,startersordessertsifnotordered.推销饮品,开胃菜或甜点.“MayIrecommendyouagoodglassofredwinewith…./adessertafter…”我可以向您推荐一杯葡萄酒/甜点?.15.Upselling促销

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Orderstakenarealwaysrepeatedtotheguest.Thisdoesnotapplyforsingleguestswhohaveorderedonebeverageordishonly.重复客人的点单,不适用于仅点了一份饮料或食品的客人“MayIrepeatyourorder,Sir,Madam?Foryouone…”请允许我重复您的点单,先生/女士?您的一份...”16.RepeatingofOrders重复点单内容

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Ifnotallseatsatthetableareoccupied,theadditionaltablesettingwillbeclearedwiththepermissionoftheguest.收走桌上所有的餐具.“Mr.Smith,doyoumindifIcleartheadditionalsettingorwillsomebodyelsejoinyouforbreakfast/lunch/dinner?”李先生,您介意我把多余的餐具收走吗?还是待会儿您有朋友要来?17.RemovalofSettings撤离多余餐具

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Forallsinglediners,thenewspaperofthedayormagazineswillbeofferedaftertheorderhasbeentaken.点单后,为单独用餐的客人提供报纸和杂志.“ExcusemeSir/Madam,mayIofferyousomenewspaperormagazine?”打扰一下先生/女士,需要我为您提供一些报纸或杂志吗?18.SingleDiners单独用餐的客人

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Lavenderscentedhotorcoldtowel(accordingtotheseason)isservedtothetableaftertheguestisfirstseated,afterthesoupandbeforethedessert(exceptbarswithdrinkserviceonly,loungesandGourmet).客人入座后,提供带有薰衣草香味的冷/热毛巾.“ExcusemeSir/Madam,hereisyourfacetowel.”打扰一下先生/女士,给您的毛巾.19.TowelService上毛巾

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Colleaguesalwaysservebeveragesfromatrayandnotlaterthan3minutespastthetimetheorderwastaken.点单后3分钟内为客人上饮料.Bottleddrinkssuchasbeer,mineralwater,etc.,arealwaysopenedandpouredintheguest’spresence.瓶装饮料,如啤酒,矿泉水等必须在客人面前打开.“Hereisyourbeverage,mayIpouritforyou?”

“您点的饮料,需要我为您倒上吗?”20.BeverageService上饮料

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Wherethereisnotablelinenorplacematsetonthetablesasastandard(Bars&Lounges),colleagueswillalwaysplacetheglassandbottleonlinencoasters.如果没有台布或餐巾垫(酒吧),必须使用杯垫.Glassesandbottlesarealwaysserved,pouredandplacedontherightoftheguest.杯子摆放在客人的右手边20.BeverageService上饮料

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Wineisalwaysservedattheappropriatepre-determinedtemperature.葡萄酒的温度适当.

21.WineTemperature葡萄酒温度

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Appropriatewineglassesarebroughtonatraytothetableandsetfirst.Afterthat,carrythebottletothetableelegantlybyhand(withafoldednapkinsleevearoundtheneck)andpresentedwiththelabelfacingtheguest.Announcetheyear,vintage,vineyardandgrapetotheguest.

先摆放葡萄酒杯,稍后将瓶装酒呈上,酒标对着客人,说明年份,酒庄和葡萄名.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,酒廊酒店宴会服务标准Pouredasmallamountintheglassoftheguestwhoorderedthewinefortasting.Oncetheguesthasacknowledged,theglasseswillbefilledaccordingtostandardstartingwithladiesfirstandthehostlast.在杯中倒入少许酒给客人品尝,得到客人确认后为女士先倒酒,主人最后.“ExcusemeSir,wouldyouliketotaste?”XX先生/女士,请您先试一下这款酒22.WinebytheGlass杯卖葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Thewinetastingportionisalwaysofferedtothepersonwhoorderedthewineinthefirstplaceunlessitisaladyinthecompanionofaman.Thentheladywillbeaskedinaverycourteousmannerifshewouldlikethegentlementotastethewine.总是让点单的客人来试酒,除非点单的是女士,需要礼貌的询问女士是否要她身边的男士试一下酒.“ExcusemeMadam,wouldyoulikethegentlementotastethewineforyou?”XX女士,您是否需要这位男士试一下酒?22.WinebytheGlass杯卖葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Whenglassesareleft¼full,colleaguesshouldaskforasecondglass.Newglassesaregivenwitheachconsecutiveglassofwineordered.如果杯中仅有1/4的葡萄酒,主动询问是否需要第二杯,并更换新的酒杯.“ExcusemeSir/Madam,wouldyouliketohaveanotherglassofwine?”XX先生/女士,您需要再点一杯同款的葡萄酒吗?22.WinebytheGlass杯卖葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Appropriatewineglassesarebroughtonatraytothetableandsetfirst.Afterthatthebottlewillbecarriedtothetableelegantlybyhand(redwinewithafoldednapkinsleevearoundtheneckorinfinediningrestaurantsintheappropriateholder/basket;whitewineinacoolerandstandandnapkin)andpresentedwiththelabelfacingtheguest.先摆放葡萄酒杯,稍后将瓶装酒呈上,酒标对着客人,说明年份,酒庄和葡萄名.

23.WinebytheBottle瓶卖葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Colleaguesshouldannouncetheyear,vintage,vineyardandgrapetotheguestandthenopenthebottleinasuitablelocationnearthetable(orinfinediningrestaurantsonasidetable).酒标对着客人,说明年份,酒庄和葡萄名后为客人开酒.“ExcusemeSir,your2004GreenPointChardonnay.”“打扰一下先生,您点的2004年碧汇莎当妮”23.WinebytheBottle瓶卖葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Thecorkispresentedtogetherwiththecutsoftcaponasmallplateatthetableandlefttherewiththevineyardslogofacingtheguestwhoorderedthebottle.Thisdoesnotapplyforwineswithscrewcaporartificialcork.Olderredwineswillbedecanted.软木塞放在小碟子上并放于桌上,酒标朝向客人,(不适用于螺旋瓶盖和人造木塞).陈年的葡萄酒要提供醒酒服务.“Hereyoucork,Sir.”“您的木塞,先生”23.WinebytheBottle瓶卖葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Asmallamountispouredintheglassoftheguestwhoorderedthewinefortasting.Oncetheguesthasacknowledged,filltheglassesaccordingtostandardstartingwithladiesfirstandthehostlast.在杯中倒入少许酒给客人品尝,得到客人确认后为女士先倒酒,主人最后.“ExcusemeSir/Madam,wouldyouliketotaste?”XX先生/女士,请您先试一下这款酒23.WinebytheBottle瓶卖葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Refilltheglasseswhenleft¼full.Colleaguesshouldaskforasecondbottlebeforethefirstoneisgoingtobeemptytoavoidembarrassmenttothehost.Thebottlewillagainbepresentedwhenasking.当杯中的酒到1/4时及时为客人添加.第一瓶酒即将饮用完之前询问是否要第二瓶.“ExcusemeSir/Madam,wouldyoucareforanotherbottleofthesamewine?”XX先生/女士,您需要再来一瓶同款的酒吗?23.WinebytheBottle瓶卖葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Whenanotherbottleofthesamewineandvintageisordered,afreshglassisgivenfortasting.Otherguestsatthetableareofferedthechoicetohaveanewglass.Shouldthesecondbottlebeadifferentwine,newglassesforeverybodyhavetobeprovided.服务第二瓶同款的酒之前为点酒者更换新的酒杯.不同款的酒,需要为所有宾客更换酒杯.23.WinebytheBottle瓶卖葡萄酒

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Colleaguesensurethatcoffeeisalwaysfreshlybrewedpercupandservedwithhotmilkandcubesugar.Teaisalwaysmadefromloosetealeaves,pouredinfrontoftheguestandservedwithlemonandhotorcoldmilk(exceptforChinesetea)andcubesugar.确保每杯咖啡都是新鲜磨制的,并提供热牛奶和糖块.茶叶状的茶必须在客人面前服务,并提供柠檬,热/冷牛奶(中式茶除外)和糖块.24.Coffee&TeaService咖啡及茶水服务标准

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Colleaguestopresentandintroduceallbeveragesanddishesorderedwhenservingatthetable.Inspecialtyrestaurantsamoredetailed,butshortdescriptionofthedishshouldbegiven.上饮料或食品时要做简单介绍,特色餐厅要更细节化,但保持简单明了.“Thisisyour….Pleaseenjoy”.这是您的…,请慢用.25.Servingitemsordered服务所点菜式

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Whenguestsaretemporarilyleavingthetable,thenapkinisbeingrefoldedinaneatshapeandputonthesidetable.Pullthechairfortheguestuponreturn.如果客人暂时离开座位,折叠好餐巾,客人回来时主动拉椅子.26.RefoldingofNapkins整叠口布

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Beveragesshouldneverbecomeemptyatthetableandasecondglasswillbeofferedorrefilledwhenthedrinkis¼full.Emptyglasseswillberefilledorcleared.Soileddishesaretobeclearedpromptlyandsimultaneously.当杯中的饮料还有1/4时,及时询问是否要第二杯.空杯子要及时添加饮料或收走.同时撤走用完的盘子.27.RefillandClearing补充及清理

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Supplementalorderstakenduringthecourseofthemealwillberespondedtoimmediately.用餐期间如有追加的点单要及时跟进.“Rightaway,Sir/Madam”.请稍等,先生/女士28.SupplementalOrders补单

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Guestsareinformedifthereisanysignificantdelay.Colleagueswillapologizewithabriefexplanationandadvisetheguestontheapproximatewaitingtime.任何点单如需较长时间的等待必须及时告知并给予道歉和适当解释,说清等候时间.“DearMr.Smith.Your….willtakeanother10minutes.Mysincerestapologiesforthat.李先生,您的…还需要10分钟的时间,为此我向您表示真诚的歉意.29.ServiceDelays服务延误

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊酒店宴会服务标准Guestsatisfactionofeachpatronischeckedonlytwiceandbyonepersononlyeachtime:3-4minutesafterthemaincourseandonceafterthecheckispresented.Theoutletmanagerhimselfhastocheckonceasaminimumaswell.饮料或主菜服务后的3-4分钟,由经理或主管询问客人对饮料和食品的满意度.“Howis/didyouenjoyyourlunch,dinner?/Howis/wasyourdrink?”您用餐愉快吗?30.GuestSatisfaction客人满意度

Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒