{售后服務(wù)}酒店西餐服務(wù)程序匯總中英文酒店西餐服務(wù)程序匯總（中英文）Remarks:Alltheclearingmustfollowtherule:whodelivertheorder;thispersonshouldalsofinishclearinginhis/hershift.He/Hercannotpasstothenextshiftexceptbythetimehe/herfinishdutyanditisstillwithinonehourafterdelivering.程序如下:1.PREPARINGFORSERVICE準(zhǔn)備工作1.1Personalgrooming個(gè)人儀表1.2Thetable擺臺(tái)1.3Menuknowledge菜單知識(shí)1.4Miscellaneouspreparationtasks各項(xiàng)準(zhǔn)備工作1.5Thewaiterssideboard服務(wù)員邊柜1.6Settingtheatmosphere–thefinalcheck氣氛布置–最后的檢查1.7Thereservationsdiary–takingareservation預(yù)定日記2.WELCOMINGCUSTOMERS迎接客人2.1Seatingacustomer引客人入座2.2Greeting問候2.3Seating就坐2.4ServingPre-mealDrinks提供餐前酒水3.SERVINGFOOD食品的服務(wù)3.1Ordertakingsequence服務(wù)順序3.2Thescribblepad記事本3.3Docketsystem入廚單3.4Adjustingcutlery調(diào)整餐具3.5Servingfood提供飲食服務(wù)3.6Cleaningtables清潔桌面4.CUSTOMERDEPARTURE/CLEANING顧客用餐完畢后清潔4.1Arrangingcustomerdeparture安排客人離去4.2Paymentmethods結(jié)帳方式4.3Cleaning清潔詳細(xì)內(nèi)容如下:1.Preparingforservice準(zhǔn)備工作1.1Personalgrooming個(gè)人儀表Asthisisan“upfront”industry,yourappearancebeesallimportant.Therefore,specialattentiontogroomingisessential.因?yàn)檫@是服務(wù)業(yè)的最前方，你的外表是很重要的，因此你必須首先注意這一點(diǎn)。Beingincontrolofthejobathand,alongwithgoodselfimageandpersonalappearanceleadstoprofessionalconfidencewhenhandlingpeople.又專業(yè)。Thethingswelookatwhenwetalkofpersonalgroominginclude.我們所討論并關(guān)注的個(gè)人儀表包括：(a)Facialexpression–acustomerexpectstoseeasmilingface–asmileoveresmanyproblems.Showalertnessandfreshness,neverboredomofdisinterest.表面印象–顧客總是希望見到笑臉–不耐煩或不理睬顧客;(b)Personalhygiene–asenseofprideisgainedbylookingwellgroomedandattractive.個(gè)人衛(wèi)生–以儀表整潔吸引別人并引以自豪Dailybathinganduseofdeodorantensurespersonalfreshnessandcleanliness.Avoidexcessiveuseofaftershaves,cosmeticsandperfumes.每日沖澡并使用除臭劑以確保個(gè)人衛(wèi)生干凈，避免過量使用“須后水”，化妝品及香水。Dailybrushingofteethavoidsarduousandhelpspreventdentalproblems.Abreathfreshenerisremendedforsmokers.每日刷牙避免難聞氣味及牙病產(chǎn)生，吸煙者要準(zhǔn)備一個(gè)口腔清新劑;(c)Hair-hairshouldbecleanandtidy,wellgroomedandnotrequireconstanttouchingorattention.發(fā)型–應(yīng)保持干凈整潔，修飾整齊，不要引起特別注意;(d)Dress–itisthefirstimpressionthecustomerremembers.Itisessentialtomaintainclothesanduniformsingoodcondition.Showthatyoucareaboutyourappearanceandmakesureyourclothesanduniformsaresmart,cleananduncreased.Dirtyshoesandladderedstockingsalsoshowneglect.衣著–請(qǐng)記住這是給予顧客的第一印象。首先要注意制服的干凈整潔。你必須關(guān)注你的外表確保制服干凈整潔并無褶皺。Thereareanumberofthingstobeconsideredwhenpreparingyourrestaurantforservice–nottheleastofwhichisthattherestauranthastobespotlesslycleanandpresentedatitsbestforeachserviceperiod.要求餐廳必須處于最佳服務(wù)狀態(tài)。Thisistheminimumexpectationofyourcustomers.這是顧客對(duì)我們的最低要求。Timespentinpreparationisneverwastedasefficientpreparationisthekeytoasmoothoperation.。Onarrival,checkwiththesupervisorormanagertoestablishspecialrequestsandexpectedbookings.Theywillhaveconfirmedreservationsandallocatedtables(stations)anddocketbookstostaffmember.他們將確認(rèn)預(yù)定并安排桌位并將要點(diǎn)統(tǒng)治員工。Youarenowreadytoundertakepreparationtasks.Theorderinwhichtasksarebinedvarieswithestablishments.現(xiàn)在，你已經(jīng)準(zhǔn)備好去執(zhí)行這項(xiàng)任務(wù)。定單的任務(wù)是與各種確認(rèn)有關(guān)的。1.2Thetable擺臺(tái)Thetableisoneofthefirstthingsyourcustomerssee,that’swhyitisnecessarytoensurealltablesareinthepositionsasindicatedonthefloorplan.Floorplanscanvarydailydependingonbookings.是必要的原因，Ensurealltableshavebeenwipedandcleanclothsorplacematslaid.Setthetablewithitemsrequiredbyyourestablishment.Commonitemsincludesaltandpepershakers,ashtray,budvase,candleholder,cheanandpolishedcutlery,glasswareandfoldedservietteforeachcustomer.Checkalltablesettings.確保所有桌面鋪著整潔的桌布并擺好所需物品確認(rèn)后按要求擺臺(tái)一般需要擺放鹽胡椒、煙碟、花瓶、燭臺(tái)、瓷器、玻璃器皿及折疊的餐巾。檢查所有擺臺(tái)。1.1Menuknowledge菜單常識(shí)1)Youmustknow:a.Thedishesonthemenu菜單上的菜肴你必須知道b.Theprices價(jià)格b.Theseasonalvegetable當(dāng)季蔬菜c.Thespecialsoftheday每日特式d.Soupoftheday是日例湯e.Itemswhicharenotavailable哪些項(xiàng)目是不必要的2)Howtoserveeachitem:如何提供每項(xiàng)服務(wù)a.SteakwithbakedpotatoesorFrenchfriesandketchup牛扒、烤土豆片、或法國(guó)油煎食品b.WhentoserveaFingerBowl何時(shí)給顧客提供碗c.Whatcutleryforeachdishintherightorder正確提供，每盤菜需要的餐具d.Parmesancheesewithpastaitems,etc.意大利奶酪及面制品等3)Generallyfollow:一般上菜程序ITEM項(xiàng)目SERVEWITH同時(shí)提供1.MeatDish肉類SteakKnife牛扒刀2.HorD’Oeuvres餐前點(diǎn)心Smallforkandknife小刀叉3.Fasta面食SpoonandFork湯匙及叉4.Fish魚類Fishknifeandfork食魚用刀叉5.Soup湯類Roundsoupspoon湯匙及叉6.Dessert餐后甜點(diǎn)Dessertspoonordessertfork甜點(diǎn)及叉7.Fruits水果Dessertknifeandfork甜點(diǎn)刀叉8.TeaorCoffee茶或咖啡Creamandsugar奶酪或叉9.Rice米飯SpoonandFork湯匙或叉10.Crustacean(Lobster,Prawnsetc.Withfingerbowl小碗貝類食物（蝦、龍蝦、等）However,itwillbetheguestchoiceofsequenceoffoodservice.總之，食品將根據(jù)客人需要提供。1.2MiscellaneousPreparationTasks各項(xiàng)準(zhǔn)備工作Therearenumerouspreparationtaskstobepletedandagainthesevarywithestablishments.Examplesofsuchtasksareoutlinedbelow:這里將有許多準(zhǔn)備工作需完成并不斷修改確認(rèn)。以下為諸如此類的需完成的工作：ServiceStationParStock服務(wù)臺(tái)儲(chǔ)備A.Description項(xiàng)目Quantity數(shù)量Dinnerknife餐刀Dinnerfork餐叉Dessertspoon甜食匙Dessertfork甜食叉BBknife茶倒Teaspoon茶匙Servicefork普通叉ServiceSpoon普通刀PaperNapkin餐巾紙CommentCard意見卡Captainorderpad點(diǎn)菜單Beverageorderpad酒水單ServiceStationSet-up服務(wù)臺(tái)擺臺(tái)CoffeecupSaucerMilkJugAshtray咖啡杯碟子奶壺?zé)煹鶶ugarBowlBBPlateTeaBagToothpick糖罐燒烤盤茶袋牙簽CarnationmilkTablematSaucesDollyPaper三花淡奶桌墊醬油紙花墊MatchClothNapkin火柴口布Tea–CocktailCounterSetup茶、雞尾酒擺臺(tái)WarmerTeapotAshtrayCoffeecup加熱器茶壺?zé)煹Х缺璖aucerGlassIceCubeHolder碟子杯子冰夾CocktailGarnishJuicesTeaLemon雞尾酒裝飾品果汁茶檸檬CherryUmbrellaSticksDollypaper櫻桃裝飾用小傘小木簽紙花墊TrayJamTentCardWinebasket托盤果醬卡片酒籃TowelPaperNapkin毛巾餐巾紙StrawCaptainOrderBookOrderStand吸管定餐單定單夾MilkFlaskTeabagBBPlate牛奶細(xì)頸花瓶茶袋燒烤盤General一般用品cleanmenuschecksupplyoflined干凈菜單檢查布巾的供應(yīng)preparesaltandpepperswriteupspecials(onblackboard)準(zhǔn)備鹽及胡椒記下特別之處（寫在黑板上）polishglasswarefoldserviettes干凈玻璃器皿折疊餐巾polishcutleryproperlystoreequipment干凈餐具適當(dāng)儲(chǔ)存設(shè)備preparecoffeemachineprepareandstockthewaiterssideboard準(zhǔn)備咖啡機(jī)準(zhǔn)備儲(chǔ)存適量的水在邊柜中preparecoffeecupsandmildjugspreparebreads準(zhǔn)備咖啡杯及咖啡壺準(zhǔn)備面包prepareunderlinerspreparebutters準(zhǔn)備涂抹器具準(zhǔn)備黃油setupdesserttrolleycleanequipment餐車擺臺(tái)清潔設(shè)備vacuumrestaurantpublicareas餐廳公共區(qū)域吸塵1.3Thewaiterssideboard(Workbench)服務(wù)員邊柜Howwellyoursideboardissetupcanmakethedifferencebetweenthecustomerhavingagoodorabadexperience–ifyougetbehindyouwon’tcatchup.That’swhyitisveryimportantthatyouexercisecareandgivethoughttothepreparationofyoursideboard.邊柜擺臺(tái)情況將會(huì)影響顧客對(duì)酒店印象的好壞–如果你沒有注意到這些你將來會(huì)使服務(wù)不及時(shí)。這就是為什么你對(duì)邊柜準(zhǔn)備工作及擺臺(tái)是很重要的原因。Itemskeptonorinyoursideboardmayinclude:邊柜擺臺(tái)及儲(chǔ)存所需注意之項(xiàng)目：Servicecloths清潔布Clearingtrays干凈托盤Serviceplate(forcarryingcutlery)服務(wù)托盤（用以送餐具）Acpaniments–e.g.pepper,mustards…調(diào)味品諸如胡椒、芥末等Asuppleofcleancrockeryandcutlery干凈餐具及瓷具Scribblepad,docketbook,pens,menuandspecials意見薄、記事薄、鋼筆、菜單及其它Asupplyofserviettesandtablelined餐巾及桌巾Cleanashtraysandmatches干凈煙碟及火柴Servingspoonsandforks湯匙及刀叉Underliners(doilyplates)裝飾小桌巾Winelistif‘singlehanded’service酒單Coffeewarmers咖啡加熱器1.4SettingTheAtmosphere–theFinalCheck氣氛布置–最后的檢查Oncealltaskshavebeenpleted,takeafewmomentstocheckonanymaintenanceitemsintherestaurante.g.damagedequipment,torncarpets,blownlightglobes…reportproblemstothesupervisors.地毯，開裂之處等，將問題報(bào)告給主管。Onceagaincheckalltablesetting.Settheatmosphereoftherestaurant,ensurelightingisatthecorrectlevel,backgroundmusicissetandallplantsandfurnitureareintherightposition.Allstaffaretobeinthecorrectuniformsandproperlypresented.再次檢查所有擺臺(tái)布置餐廳氣氛，確保燈光強(qiáng)度適宜，背景音樂正常，植物及設(shè)施擺放地點(diǎn)正確。所有員工身著正確制服并表現(xiàn)適宜。Beforecustomersarriveyouneedtoaskthekitchenfor:當(dāng)顧客到達(dá)之前，你須向廚房詢問如下事項(xiàng)：Specials特殊事宜Soupoftheday例湯Fishoftheday是日鮮魚Vegetables時(shí)蔬Desserts餐后甜品Anymenuitemsnotavailable所有菜單上菜肴有準(zhǔn)備Alltaskspleted,youarenowreadytoreceiveyourcustomers.Note:Checkthetoiletsarecleanandthereisasufficientsupplyoftowels/toweling,soap…ifnot,reportthistoyoursupervisor.當(dāng)所有準(zhǔn)備結(jié)束，你可以說已經(jīng)準(zhǔn)備好了迎接顧客。注意：檢查衛(wèi)生間是否干凈，毛巾、香皂等是否準(zhǔn)備好。如沒有，立即報(bào)告給你的主管。1.5TheReservationsDiary預(yù)定日志Mostrestauranthaveareservationsdiarylocatedattherestaurantreceptionorcashier’sdesk.Whencustomersenteretherrestaurant,welethemandestablishwhethertheyhavemadeareservation–ifso,indicatethattheyhavearrivedinthediary.Ifnot,enquireastothenameandallocateatable.Itisagoodideatoadoptthisprocedureasitwillassistyouandyourcolleaguestorefertocustomersbyname,orlocateacustomerintheeventoftelephonecallsoralatecustomerwishingtojoinparty,forexample.大多數(shù)的餐廳將預(yù)定日志放置在餐廳接待處或收銀臺(tái)們是否做了預(yù)定-類信息后安排他們?nèi)胱顺绦虻暮锰幵谟谒鼛椭慵巴麓_認(rèn)客戶姓名，如果客人打來電話將推遲活動(dòng)或遲來客戶來參加將會(huì)很方便你為他們找到桌位。B.TakingaReservation接受預(yù)定Fromtimetotimeitwillbenecessaryforyoutotakereservationsinpersonoronthetelephone.Theinformationyouneedtoobtainincludesthedateandtimerequired,thenameandnumberofguestsalongwithanyspecialrequestsandacontacttelephonenumber(optional).很有可能不時(shí)有客人親自或電話預(yù)定量及其它特殊要求，并記下聯(lián)系電話號(hào)碼。Thekeypointsinsuingthetelephoneinclude:接電話的要點(diǎn)answerthetelephonepromptly–within3rings在電話鈴響3聲內(nèi)接起電話：putasmileinyourvoice語調(diào)能讓人感覺出你在微笑paceyourwele--“goodafternoon”表達(dá)你的歡迎：“下午好”“soandsorestaurant”“XXX餐廳”“Peterspeaking”“我是XXX”“MayIhelpyou?”“我能為您做些什么嗎？”nottoofastbeclearandconcise.語調(diào)不宜太快，盡量清楚、簡(jiǎn)練；Identifydepartment,yourselfandgiventimeofthedaylike,“LeGrandrestaurant,GoodMorning,Mayspeaking”.明確地報(bào)上你所在部門、你的姓名、時(shí)間，例如：“早上好，西餐廳，我是XXX”Takereservationonlyinpencil,writeclearly.用鉛筆清楚地寫下預(yù)定EnsurecorrectNamespelling.確保姓名拼寫正確Alsotakefirstnameorinitial.同時(shí)寫下姓氏Taketelephonenumbersofanypartiesof5paxormore,knowhowmanyreservationfortoworfourtheparty.記下任何預(yù)定的電話號(hào)碼，知道如何為兩人或四人預(yù)定Reservationaremarkeddirectlyinthereservationbook.預(yù)定應(yīng)直接記錄在預(yù)定本中Trytoaskfordinnerbudget,etc.詢問客人頂餐最大預(yù)算金額Somethingyoudon’tunderstand,please,askagain.如有不明白之處當(dāng)即詢問清楚Andrepeatthename,address,phonenumberandGuestorder.重復(fù)姓名、地址、電話號(hào)碼、及客人定單內(nèi)容。Benefitsofthetask:以上所述有利之處：Assuresguestofavailableseatingatspecifictime在特別時(shí)間能為客人安排座位Allowsformarkingspecialrequests將客人特別要求記錄下來Helpsinplanningtablespace幫助分配餐桌預(yù)定Helpsinlaborforecasting幫助預(yù)算需多少人手Helpspredictnumbersofgueststoexpect幫助預(yù)計(jì)有多少客人Offersadvanceknowledgeofotherin-houseRestaurantandpromotionsrequests.提供關(guān)于酒店餐廳及特式的進(jìn)一步信息。Steps步驟Pictures/script實(shí)景描述1.Answertelephonewithinthreerings1.“Goodmorning(afternoon,appropriategreetingevening),(userestaurant在鈴響三聲內(nèi)接電話，恰當(dāng)?shù)貑柡蚩腿薾ame)Thisis(yourname)IdentifyrestaurantandselfMayIhelpyou?”、晚上Useappropriatevoicepitchandlanguage好）這是XXX餐廳，我使用恰當(dāng)?shù)恼Z調(diào)及語言是XXX，我能為您做些什么？2.Takeoutreservationbookandopentocurrentdate拿出預(yù)定本并打開到當(dāng)天Actquicklyandefficiently動(dòng)作迅速及有效Donotflippagesintophoniertalktoothersaroundduringphoneconversation.當(dāng)接電話時(shí)勿當(dāng)面翻來翻去或與他人講話Usepleasantvoice,notmechanicalorrushing.以一種快樂的聲調(diào)講話，切勿生硬及粗魯：3.Findoutkeyinformationfromguest4.“Whatisthename,please?從顧客那里掌握正確的信息“請(qǐng)問貴姓”Name姓名(pause)暫停Dateofreservation預(yù)定日期Thankyou謝謝Timeofreservation預(yù)定時(shí)間WhenwillyoubejoiningusMr.Guest?(pause)您哪天來（暫停）Whattime?”(pause)您什么時(shí)間來（暫停）Howmanyinyourparty?”請(qǐng)問您們總共有多少人？5.Checkreservationbookavailabilityofdateandtime檢查預(yù)定本上有效時(shí)間及日期Actquicklyandefficiently動(dòng)作迅速有效Doublecheckdateattopofpages再次檢查每頁上方的日期6.Makereservation做預(yù)定7.“Seven-thirtywillbefine,Mr.Writeguest’snameinappropriateplaceGuest.We’llhavetablefortoreservetimeanddatetworeadyforyou.”在適當(dāng)?shù)胤綄懴驴腿诵彰㈩A(yù)約時(shí)間7：30怎么樣，XXX先生，及日期我們將為您預(yù)留兩個(gè)人的臺(tái)位Tellguestthatspacewillbereserved告訴顧客預(yù)定的臺(tái)位8.Findspecialrequests特別要求9.“IsthereaparticulartableyouAskguestifacertaintableofotherspecialwouldlike,oranyotherrequirementsaredesiredspecialrequestwecantake詢問顧客是否還有其它特別要求careof?”Askforguest’slocalphonenumber“MayIhavealocalphone留下客人的電話號(hào)碼numberwhereyoucanbereached?”您還想在訂別的特別桌位嗎？或您還有別的特別要求嗎？我能留下您的電話號(hào)碼以方便聯(lián)系10.Closeconversation結(jié)束預(yù)定11.“We’lllookforwardtoseeingTellguestthatyoulookforwardtoseeingseeingyouon(specificnight)Himorheron(specialdate)Mr.Guestshouldyourplans告訴客人你希望在哪天能見到他們change,pleasegiveusacall.Requestthatguestphoneifplanschange我們等待您在那天光臨，XXUseguest’sname先生，如要更改預(yù)定，請(qǐng)打個(gè)電話通知我們2.Welingcustomers迎接客人Customersexpectimmediate,friendlyandcourteousservice.ItisimportanttomakecustomersfeelweleandfortablewhentheyvisityourestablishmentAlwaysgreetcustomerswithasmileandacheerful“Goodmorning/afternoon…”.Wherepossible,usethecustomer’sname(wealllikerecognitionandpersonalattention).客人期望的總是快捷友好禮貌的服務(wù)當(dāng)客人前來查看確認(rèn)余地功能時(shí)，使客人感到舒適及受歡迎是很重要的。通常問候客人時(shí)要面帶微笑，以一種愉快的語調(diào)說：“早上好/下午好等”，如有必要，正確稱呼客人的姓名（大多數(shù)人都喜歡他人認(rèn)識(shí)并引人注意）Attendtocustomerspromptly,ifyoucan’tgetthereimmediatelyindicatetothecustomerthatyouhaveseenthemandyouwillattendtothemassoonaspossible.Thereisnothingworsethanstandingandwaitinginthedoorwayofarestaurant.為他們服務(wù)。切勿在餐廳門廊的中間站著等著。Thecustomerwillappreciateyoursenseofurgencyandconcern.客人對(duì)您給予他們的關(guān)心及注意將會(huì)很贊賞。2.1SeatingaCustomer引客人入座Oncethecustomershavebeenweled,anddetailschecked,collectmenusandleadcustomerstothetable–thisreducesconfusionbecauseyouandtheyknowwheretogo.Presentthetabletothecustomersandassistwithseating.Takeanycoatsatthispointifnecessary.當(dāng)已問候完畢顧客并確認(rèn)了詳細(xì)情況，此時(shí)你需拿著菜單引客人入座–這將減少迷惑因?yàn)槟愫皖櫩投贾涝撓蚰膫€(gè)桌位走向客人指出桌位位置并幫助他們?nèi)胱靡路nfoldserviettesandplaceoncustomers’laps.Checktoseeifallcustomersarefortable.Serviettessitbestwhenfoldedonthediagonalandplacedonlap.Presentmenusandexplainspecials.Attendtocustomersrequestsasrequired.檢查一下是否所有客人都覺得舒服餐巾最好是對(duì)折呈三角狀放于膝蓋上。如有客人、需要?jiǎng)t給予幫助。2.2Greeting問候Onlydesignatepersonnelshouldgreettheguest,ifthehostessistoobusy,adesignatedcaptainorheadwaitershouldgreetandseattheguest.Itisusuallymorecordialinafinediningroomatdinnertime,guestnamesshouldbeusedingreeting,ifknow.Butthestrangershouldbegreetingwiththesamecordialityasregularpatron.Makethemfeeltheyarewele.只需派一個(gè)人問候，如故領(lǐng)位很忙，指定的領(lǐng)班或服務(wù)員就應(yīng)代替問候并領(lǐng)入座通常餐廳就餐時(shí)間，如果知道并直接稱呼客人姓名問候客人，會(huì)令客人很高興但對(duì)于第一次來酒店消費(fèi)的客人也會(huì)很高興。總之，使他們感覺到他們很受歡迎。Whenagentlemenorladyesinalone,greathim/herpleasantly“GoodMorning”or“GoodEvening,Thiswayplease.”當(dāng)一位男士或女士獨(dú)自來用餐，應(yīng)用很高興的語調(diào)問候：“早上好”或“晚上好，這邊請(qǐng)”。Don’tsay“JustOne?”or“Areyoualone?”Ifguestshasnoreservationandthereisnotableavailable,advisehimwithafriendly“PHRASE”andlethimknowthewaitingtime.“Iamsorry,sir,butwearepletelybookinguntil9:00.WouldyoucaretohaveacocktailintheLoungeandI’llcallyouassoonasIhaveatableforyou.”“就一個(gè)人”或“您一個(gè)人嗎？”。如果客人未預(yù)定而且現(xiàn)在也沒有空位子，以一種友好的語調(diào)建議顧客讓他知道還需等多長(zhǎng)時(shí)間才有空位“930前桌位都滿了，您若不介意請(qǐng)先在休閑廳來杯雞尾酒。一有空位，我會(huì)立即通知您”2.3Seating以客人入座Anefficienthostessknowswhatseatsareavailablewithouthavingtoasktheguesttowaitwhileshelooksforatable.ThehostesswhennotengagedgreetingandseatingguestsshouldscantheDiningRoomquicklytocheckontheavailabletables,theguests’progressindiningandwhetheraguestisinneedofservice.Whenextraset-upsandchairareneedatatable,havethesechangesmadebeforetakingthegueststothetable.CommonsensedictateswherepartiesofguestsshouldbeplacedintheDiningRoom,utilizetablesaccordingtopartysize.Don’twalktoofast,otherwise,you“LOSE”yourguestsorhefeelsrushed.一個(gè)工作效率高的領(lǐng)位知道哪個(gè)位置是空位而勿需客人等候當(dāng)領(lǐng)位不忙于問候客人及以客長(zhǎng)時(shí)間結(jié)束用餐及客人是否需要服務(wù)當(dāng)客人需要特別的擺設(shè)或椅子時(shí)，應(yīng)當(dāng)在帶客人入座前完成這些變動(dòng)一般來說，客人用餐桌子的大小應(yīng)與來用餐人數(shù)多少一致說話時(shí)注意速度不宜過快，否則你會(huì)失去你的顧客或使客人覺得鹵莽。2.4ServingPre-mealDrinks提供餐前酒水Servingpre-mealdrinksiscoveredintheBeverageServiceworkbook,however,thekeypointsarelistedhere.提供餐前酒水是餐飲部員工工作中常見的。然而，主要注意如下：Pre-mealdrinkscanbeeitherservedinthecocktailbaroratthetable.餐前酒要么在雞尾酒吧提供，要么在餐桌上提供。Wheneveryoumakeinitialcontactwithacustomer,alwaysgreetthem.Ifacocktailmenuisavailablepresentittothetable.Inanycase,suggestachoiceofcocktailsandpre-mealdrinks.任何時(shí)間你最初接觸客人時(shí)，通常要問候如有雞尾酒單，則遞到餐桌上并建議適當(dāng)?shù)碾u尾酒及餐前酒水。Whentakingpre-mealdrinkordersitisveryimportantthatyouhaveanunderstandingofthecontentofthecocktails,therangeofbeersandwineavailablebytheglass.Repeattheorderbacktothepartyorcustomertodoublecheck.的還是屬于白酒類。重復(fù)一遍酒水名稱以再次得到確認(rèn)。Whentheorderhasbeentaken,writeuptheaccountandorderdrinksformthebarorprepareandgarnishdrinks.當(dāng)已經(jīng)確認(rèn)酒水后，從酒吧取出酒水單填好，并準(zhǔn)備酒水。Placecoastersandsavoriesasappropriateandservedrinks.Removeemptyglassesasnecessary,offeranotherround.將酒放在小型酒架上為客人提供酒水。必要時(shí)將空酒杯移走并提供給客人干凈酒杯。3.ServingFood提供食品服務(wù)Introduceyourselftothetablehost(ifthisisthehouserule).Itisafarmorepersonalapproachifthecustomercancallyoubyname.Befamiliarwiththemenu,preparationmethodsandacpanimentsasyouwillberequiredtoanswerquestionsandmakesuggestions.向客人作自我介紹（如果酒店有此規(guī)定）。這是一個(gè)很直接與人打交道的方式，如果客人能稱呼呢的姓名。熟悉菜單，作好充分準(zhǔn)備以隨時(shí)能回答問題壁柜內(nèi)給予建議。3.1OrderTakingSequence服務(wù)順序Whencustomersareready,youmaytaketheorder.Itisimportanttoadoptastandardsequencewhentakingorders,alwaysleavingthehost(whethermaleorfemale)tolast.當(dāng)客人已經(jīng)入座，你就要開始提供服務(wù)當(dāng)提供服務(wù)時(shí)很重要的一點(diǎn)就是采取標(biāo)準(zhǔn)順序，通常最后服務(wù)主賓。TheA.B.C.‘sofgoodorderwriting:以A.B.C順序服務(wù)AisforACCURACY即準(zhǔn)確BisforBREVITY(Shortname)即快速CisforCLARITY即清楚Penandcorrectscratchpadshouldalwaysbeready.隨時(shí)準(zhǔn)備鋼筆及草稿紙。Knowwhoisthehostofthepartyandsuggestrightawaythepromotionmenutotheguestfirst.知道誰是主客，誰是賓客，并推薦正確的特式菜單給賓客。Standcloseenoughtobeabletoherandanswerguest’sorder,orremendseasonalspecialty,andrepeatthedoor.站距適當(dāng)以能聽見或被聽見客人的要求，或推薦季節(jié)特式。Repeattheorderaftertheguestswritedowntheorderontheorderpad.當(dāng)客人在點(diǎn)菜單上填好所點(diǎn)菜肴后應(yīng)重復(fù)一遍。REMEMBER:NEVERmissachangetosell.Inordertohaveallitemsclearlywrittendown,filltheorderedfoodfromyourscratchpadtoacaptain’sorderfromandthenforwardthesametothekitchen.Beverageordershouldbegiventothebar.Forlunchorderedfooditemsmaybeservedtogether.Fordinner,however,youwillhavetokeepasequenceofservingthefood.Toarrangemenueachitemeonebyoneoretogether.。為使所有的事項(xiàng)清楚地記下，在草稿紙上寫下所點(diǎn)食品，遞與領(lǐng)班并與廚房所收單據(jù)相對(duì)照酒水單應(yīng)遞到酒吧處午餐所點(diǎn)菜可一起送上，但其它用餐時(shí)間應(yīng)依次提供。如果已安排好的菜肴，則可一起送上或一盤一盤的送上。Theorderslipsasarequisitionforyourfoodandbeverageordered,thebarorthekitchenshouldproperlyandclearlyreadwhatyouhavewrittenontheorderslip.正確地閱讀你在酒水單或入廚單上所填寫的。DOT’TFORGETtowriteyourname(initial,waiter’snumberetc.),thedate,numberofpartyandthetablenumberonyourcaptainorder.。3.2TheScribblePad記事本Itismonpracticetotakeordersonascribblepadnotingthefollowinginformation:-tablenumbers,numberofcustomers,thetimetheorderwastakenandofcourse,theorder.Anumbersystemorcustomerdescriptioncanbenotednexttoeachorder.Thisisusedtoavoidaskingcustomerswhattheyhaveorderedwhenitestoservingthemeal.的時(shí)間，當(dāng)然還有客人需求。這樣可避免詢問客人他們已點(diǎn)了什么菜，及什么時(shí)間提供。Ascribblepadorsimilarcontributesnotonlytothesmoothoperationofyourtablesbutalsoallowsotherstafftostepinatanystageandassistyou.Itisnecessaryforeveryoneintherestauranttousethesamesystem.給予你幫助。對(duì)于在餐廳工作的員工來說這個(gè)辦法是很有效的。3.3DocketSystem入廚單1.Thecoffeeshopdocketconsistsofthreepages.Thefirstpagehasfourperforatedsectionsthatmustallcontainthewaitersnameandthetablenumber.Thesecondandthirdcopiesgostraighttothecashier.咖啡廳入廚單是一式三聯(lián)的每一聯(lián)有四個(gè)組成部分，所有單據(jù)都要有員工姓名及桌號(hào)第二、第三聯(lián)直接送到收銀員處。2.Thesupervisorondutywillallocatesectionsanddockettothewaitingstaff,thisisshownbyacolorcodedfloorplan.當(dāng)班主管將分派給所有員工入廚單。3.Eachwaiterwillberesponsiblefortheirallocateddocketsandmustbeabletoaccountforeachdocketattheendoftheshift.Atnottimeshouldadocketbedestroyed,ifanerroroccurs,simplymarkerrororcanceledacrossitandhaveitsignedbythesupervisor.每一位服務(wù)員將為他們的入廚單負(fù)責(zé)，在工作結(jié)束前，所有入廚單保證都已付過帳。入廚單不允許被撕毀，如有寫錯(cuò)，只需劃去并由主管簽字即可。LunchandDinner午餐及晚餐Usuallythefirstordertobetakenisfordrinks(exceptbreakfast).Thedrinkwaiterwillinformthewaiterwhatmustbeputonthedocket.通常客人是先要求送上飲料（除了早餐）。酒吧吧員應(yīng)告訴服務(wù)員那些應(yīng)寫在入廚單上。Theprocedureisasfollows:程序如下：1)Takethedocket(lowernumberfirst)andwritedowncustomersorder,tablenumber,date,persons,etc.。2)Whenguestsarereadytoordertheirmeals,taketheorderusinganotpad.Writetheorderdownaccordingtoaseatingplan.i.e.當(dāng)客人送上主食時(shí)，根據(jù)客人原訂座位，記下客人需求。WINDOWS.O.DOYSTERSKIPSirloinM/RMadrasVegVegS.O.DChick&ComSoupMadagascarFlounderVegSaiCourmentsOystersNatFehucciniSirlionWDSAL3)Transferorderontoadocket–placingallentreesfirstthenalinefollowedbyallthemaincourses,i.e.將客人需求寫在入廚單上，先寫主菜，其次是其它菜肴。入廚單FOODDOCKET臺(tái)號(hào)人數(shù)服務(wù)員TableNo.No.ofPersonWaiterFBS1No.TheperforatedcopygoestotheChef.Placeitonthespikeandcall“ordering”makingsuresomebodyhearsyou.Theremainingpartsgostraighttothecashiersblackbasket.復(fù)印一份給總廚。將入廚單掛在釘上，并說“下單了”確保有廚師聽見。其它幾聯(lián)將直接送至收銀員處。N.BItisextremelyimportantthatallwritingofthedocketisclearandconcise.注意：所有入廚單必須書寫清楚簡(jiǎn)練，這是十分重要的。4)Thecashierwillthenpricethedocketandfileunderthetablenumber.收銀員將核算入廚單上的價(jià)格并將單據(jù)放在桌號(hào)下。5)Anyadditionalitemsmustbewrittenonthedocketwithanasterixbesideandplacedinthebasket.Thecashierwillthenknowwhichitemstoaddtothebill.另加菜肴必須寫在入廚單上并在旁邊注明。收銀員就會(huì)知道哪一份菜肴應(yīng)加入帳單中。入廚單FOODDOCKET臺(tái)號(hào)人數(shù)服務(wù)員TableNo.No.ofPersonWaiterFBS1No.6)Whentheguesthasfinishedandrequirednothingelse,itistimetotakethebillout.Collectthebillfromthecashier.Thecashierwillcheckthateverythinghasbeenrungupandplacethebillinafolder.當(dāng)客人用餐完畢，不再需要其它事物，此時(shí)可以結(jié)帳。從收銀員處取帳單。收銀員須檢查每一項(xiàng)目都有記錄并夾在一起。7)Deliverthefolder’totheguest.將所有帳單送至客人處。8)Theguestwilleitherpaycash,creditcardorchargetheaccounttohis/herroom.客人可付現(xiàn)金、信用卡或記入房帳。9)ReturnthefoldertotheCashierwhowillprocessit.將帳單返回收銀員處作單。10)Itthereisanychangeorreceiptstobereturnedtotheguest,returnitinafolder.如有別的單據(jù)或收據(jù)需返給顧客則需夾在一起送給客人。RoomService送餐服務(wù)TheRoomServicedocketsareverysimilartotheRestaurantdockets,exceptRoomServicedocketsarenotperforated.送餐服務(wù)的入廚單與餐廳的入廚單基本相似，但送餐服務(wù)的入廚單上沒有打孔。TheRoomServiceorderiswrittendirectlyontothedocketandrungupbytheCashier.Thetopcopyisplacedonthespikeinthekitchen.LettheChefsknowitistherebycalling“ordering”.TherestofthedocketisgiventotheRoomServicewaiterwhowillgetthetrayready.直接在入廚單上寫下客人需求，并送交收銀員。第一聯(lián)送往廚房，并大聲說：“下單了”讓主廚知道。余下名單需送往送餐部服務(wù)員并準(zhǔn)備好托盤。Hewillthentakethemealupwiththedocketandgetthedocketsignedbytheguests.TheRoomServicewaiterreturnstothecashierwiththedocketreadytobeprocessed.送餐服務(wù)員將托著客人所點(diǎn)食物入廚單并讓客人在入廚單上簽字，簽字后將入廚單送至收銀員處作帳。3.4AdjustingCutlery調(diào)整餐具Youneedtobeefamiliarwithhowyourchefpresentseachmenuitemssothatyoucangettheappropriatecutleryforthecustomertofortablyeateachdish.你必須很熟知你的主廚是如何制作菜單上所有菜肴，以確保你能夠向顧客提供恰當(dāng)?shù)牟途撸箍腿撕苁孢m的用餐。Withtheorderinthekitchen,thenextthingtodoispreparethetablefortheorder.Refertothescribblepadforcutleryrequirementsandplacecutleryonadinnerplatelinedwithaserviette(serviceplate).Carrytothetableandplacecutleryinfrontofcustomersinthesamesequenceastheorderwastaken.Removeanyexcesscutlery.Whenadjustingcutleryyoushouldtrytodoitwithoutreachingacrosscustomers.當(dāng)單子送至廚房后，接著要做的是準(zhǔn)備餐桌根據(jù)你在筆記本上記錄的客人所需餐具，將正確餐具擺在餐巾上，按客人要求的順序依次擺餐具在客人面前，拿走多余的餐具當(dāng)你在調(diào)整餐具時(shí)盡量不要從正面而從側(cè)面取走。3.5ServingFood提供飲食服務(wù)Alwaystakeyourscribblepadtothekitchenwhencallingawaymeals.Thisistoensureyoureceivethecorrectandentireorder,doublecheckingyourcustomersrequirementse.g.specialsaladdressing.顧客的需求，例如色拉調(diào)味品。Hotfoodisservedonhotplates–wheneveryougothekitchentakeyourserviceclothsandtray(ifapplicable)withyou.熱的食物應(yīng)提供熱盤–無論什么時(shí)候你只要去廚房你就必須帶著餐布及托盤（如果是可以用的）。Allcoursearetobeservedinthesamesequenceastheorderwastaken.所有過程都有必須按順序執(zhí)行。Foodisservedtothecustomersright,ensuringthemeatormainitemisclosesttothecustomerforeaseofeating.確保給客人提供的服務(wù)恰當(dāng)，確保主食及其它主菜離客人很近以方便客人取。Ensureallacpaniments–saucesandsaladsareonthetable.Thetimetoaskascustomerifthemealisenjoyableisshortlyaftertheserviceofthemaincourse–it’stoolatetodealwithaproblemifthemealisfinished.Keepyoureyesopen–lookfornon-verbalcues,e.g.allcustomersareeatingexceptonelookingaround.Whatdotheyneed?確保所有調(diào)味品–醬、色拉擺放在桌上。當(dāng)主食及主菜上完之后可以問客人是否喜歡這些菜肴。什么。Attendtocustomerrequests.Asageneralrule,nevergotothekitchenemptyhanded.留意客人的需要。一般來說，每次去廚房時(shí)都不要空著又手。C.BasicServiceRules基本服務(wù)守則TotreattheGuestasa“King”客人就是“上帝”Servetheguestwithenjoyment能夠快樂地為顧客服務(wù)Neverdoquarrelwiththeguest絕不與顧客爭(zhēng)執(zhí)Whenyougooffdutyorleavingtheworkingarea,youmustinformthepersonincharge,andmakeahandoverlist.當(dāng)你下班或離開你的工作區(qū)域時(shí)，你應(yīng)當(dāng)向主管說明并作一個(gè)交接單。Silver,china,glass-wareandcondimentmustbecleanandingoodconditionbeforetheyareputbackintothestorageplace.在將銀器、瓷器、玻璃器皿及調(diào)味品放入庫存時(shí)必須保持干凈及良好狀態(tài)。Allstaffshouldcalltheguestsbynamewheneverpossible,checkthereservationdesk.不論什么時(shí)候只要可能的情況下服務(wù)客人時(shí)，正確稱呼客人的姓名，可與預(yù)定本確認(rèn)。Alwaysuseatray,placeheavyitemsinthecenterformorebalance.盡量使用托盤，重的物品可放在中心以保持平衡。Tobalancelargetrays,lifttoyourshoulderandlettrayrestonyourshoulderandpalmofyourhand.Iftrayisstilloffbalance,useyourotherhandtoholdthefrontpartofthetray.使用大托盤為了保持平衡可將托盤的一側(cè)架在肩上，用手支撐以保持平衡如果托盤仍不平衡，可用另一只手支住前端以幫助保持。Continuouslyreplacedirtyashtrayswithcleaninch.不停的將臟煙缸換下并送上干凈的。Byputtingcleanashtraytodirtytoavoidflyingashes.換上干凈的煙碟并盡量不使煙灰飄起。D.SERVINGBREADROLLS提供面包卷服務(wù)Breadrollsareservedfromtheguest’sleftusingaspoonandfork.用刀及勺從客人左側(cè)送上面包卷。E.USEOFSERVICEGEAR使用刀叉等餐具正確的方法是：Theforkisplaceduppermostbetweenthethumbandindexfinger.Thespoonrestsonthesecondfinger.拇指與食指拿叉，中指可做支持，與拇指食指拿湯勺。Theendsoftheforkandspoonrestontheedgeofthepalmabovethesmallfinger.叉及湯匙的柄端放于小指與手掌的連接處。Foritemssuchastomatoesandbreadrolls,theforkisreversedsothatthecurvesofthespoonandforkcangripfoodmoreeasily.諸如西紅柿及面包卷類的食物，叉要面向下拿，以方便切割食品。GREETINGANDSEATINGGUESTS問候客人并引入座AsguestsentertheRestaurantattendtothemoratleastacknowledgethemandsuggestthatyouwillbewiththeminamoment.當(dāng)客人一進(jìn)入餐廳，立即迎上前，或者讓他們知道你一會(huì)兒就來。Greettheguestsinafriendly,politemanner.(Ifnecessaryenquireiftheguesthasareservationandcheckthetableallocation).以一種友好、禮貌的態(tài)度問候客人（如果有必要，詢問客人是否作預(yù)定，檢查并安排座位）。Showthegueststotheirtable.Itmaybenecessarytoadjustthecoversorresetatable,ifso,suggestthatyourguestsmaywishtowaitinthecocktailbarwhileyoupreparethetable.吧等片刻以使能準(zhǔn)備好。F.ImportantPointWhenSeatingGuests引客人入座時(shí)的要點(diǎn)Neverseataguestatanuntidyorunpreparedtable,especiallyneveratanunserviced,dirtytable.子。Couplesusuallypreferwindoworwalltablesinunobtrusiveareas.夫妻一般喜歡坐在窗戶旁邊的位置或不起眼的角落。Wherepossible,avoidseatingguestsnearserviceareasorentrances.Usethebesttablesfirst,i.e.thewindowtable.在任何情況下，避免讓客人坐在離服務(wù)臺(tái)或入口很近的地方的位置。Businessgroupsandlargepartiesshouldbespacedapart.大的商務(wù)宴請(qǐng)應(yīng)與其它較大聚會(huì)分開。Whentherearemorecoversthanguest,removetheexcesssettingasthiswillindicatethatalltheguestshavearrived.如果桌上的擺臺(tái)多于已到客人，將多余的餐具等撤走以使臺(tái)面看起很滿。BREAKFASTSERVICE早餐服務(wù)Oneofthemostimportantaspectsofservingbreakfastisyourattitudetowardstheguest.TheLeGrandRestaurantstaffwillbetheirfirstcontactwithanyhotelstafffortheday.Therefore,itisimportantthatyoumakeagoodimpression,especiallyiftheguestistiredandgrumpyfromgettinguptooearly.早餐服務(wù)的要點(diǎn)之一是你對(duì)客人的態(tài)度西餐廳員工將比其它餐廳員工更早接觸顧客因此，給顧客良好的印象是十分重要的，尤其當(dāng)客人因起床早而疲倦又易怒。Yourappearancemustbeneatandtidy,cleanuniform.Bepleasant.SMILE,greeteachguestwithasincere“GoodMorning”.你應(yīng)看上去干凈整潔，并身著干凈制服。快樂、微笑并發(fā)自內(nèi)心地向顧客問好：“早上好”。G.ServiceSequence服務(wù)順序1.Guestgreetedandseatedbycashier/supervisor/waitingstaffInformstationwaiter/waitressofguestarrival.問候、引客人入座；通知服務(wù)員客人以到；2.Waiterofferstea/coffeeandexplainsbreakfastchoices–服務(wù)員上茶或咖啡并早餐的種類：continental歐式buffetbreakfast自助式alacarte點(diǎn)菜式take(oreback)fororderTakingOrder提單Askhoweggs,etc.,aretobecookedOffertoast–findoutiftheywantbrown,whiteorwholegrainWriteguest’sroomnumberondocketLeavedocketandpenontable例如：詢問客人煎蛋要幾成熟；上烤面包前要知道客人是要棕面包、白面包還是純面包；將客人房號(hào)記在入廚單上；將入廚單夾在桌上；3.Ifnecessary,placeorderonspikeandtellChef.Keepcheckingkitchentoseeifmealsareready.(Iftheguestgoestothebuffetfirst,delayordertokitchen)如有必要，將入廚單掛在釘上并通知廚師長(zhǎng)，不斷跟進(jìn)廚房看食品是否準(zhǔn)備好（如果客人用自助餐，則無須下入廚單）。4.Maketoast送上烤面包Offermorecoffee/tea提供咖啡或茶Constantlycheckinyoursectiontoensurehe/shehaseverythingtheyrequire.不停檢查你所負(fù)責(zé)臺(tái)位以確保客人所點(diǎn)食品都已供應(yīng)Ifforsomereasonthereisadelayinthekitchenwithanalacarteorderapologizeandexplaintotheguest.如因廚房延誤了送菜給客人則須向客人解釋并道歉5.Whenbreakfastisready,delivertoguests,rememberingalwaystoservefromtherightwhenpossible.當(dāng)早餐準(zhǔn)備好，送至客人，請(qǐng)記住要從客人右側(cè)上菜Mentionifplateishot提醒盤子很燙Dovisualcheckofthetable–milk,coffee,sugar,cutlery,jams,butter,saltandpeppers.仔細(xì)檢查每一桌位-牛奶、咖啡、糖、餐具、罐、黃油、鹽及胡椒6.Clearplatesasguestsfinish(nevergotothekitchenemptyhanded).當(dāng)客人用餐完畢立即撤下杯盤（勿空手去廚房）。7.Offermoreteaorcoffee再提供一些茶或咖啡Filloutguestsdocektandaskguesttosugn.填寫客人入廚單并請(qǐng)客人鉗子ORIFPAYINGCASH或可直接付現(xiàn)金Whenpaymentsplacedkinfolder,promptlypassfoldertocashier.當(dāng)客人付款后，立即交與收銀員Returnfolderwithchangetoguest.Thankguests.將零錢交還給客人并感謝顧客的光臨8.Alwaysfarewellguestsastheyleave.當(dāng)顧客離開時(shí)向顧客表示感謝并說再見9.Resettableassoonaspossible–checkmilk,jamsandbutters.盡快重新擺臺(tái)-檢查牛奶、果醬及黃油等Always‘crumbdown’thetableusingaplateandaserviette.用盤子及餐巾將桌面上的食品碎渣清除Brushthecrumbswiththeservietteontotheplate.用餐巾將食品碎渣掃到盤子中Alwayskeepstationsfullystockedwithcups,saucers,sideplates,andserviettes.服務(wù)臺(tái)補(bǔ)足杯、茶碟、邊碟及餐巾等3.6CLEARINGTABLES清潔桌面Whenallcustomershavepletedthemeal,youmaymenceclearing.Clearalluseditemsfromthecustomer’srightandmoveinaclockwisedirection.當(dāng)所有的顧客用餐完畢，你就可以開始清潔清潔所有用過的餐具，從顧客的右面將餐具撤下并以順時(shí)針順序依次清潔。Clearplatesandscrape(behindthecustomerandawayfr