How酒水服務(wù)標(biāo)準(zhǔn)課件

1、前言Introduction我們有極好的葡萄酒，在北京朗豪酒店，必須由有禮貌，專業(yè)，接受良好培訓(xùn)的員工在適合的溫度下小心地打開并使用正確的玻璃器皿來(lái)服務(wù)葡萄酒。As we have an excellent selection of international Wines, these need to be opened carefully and served at LPBCA with correct Glassware, at the right temperature by courteous, professional and well trained Employees. 前言In

2、troduction我們有極好的葡萄酒，在北京朗豪前言Introduction我們希望每位客人體驗(yàn)We want every Guest to feel the感動(dòng)Touch前言Introduction目標(biāo)Objective到這次課程結(jié)束的時(shí)候，我們的目標(biāo)是要求你了解符合我們酒店標(biāo)準(zhǔn)的“如何為客人展示和服務(wù)一瓶白或紅葡萄酒”。By the end of this Session, our Objective is to ensure that you have learned “How to present and serve a Bottle of White or Red Wine” wi

3、th Confidence, and according to our defined Standards.有什么問(wèn)題嗎？Any Questions? 目標(biāo)Objective到這次課程結(jié)束的時(shí)候，我們的目標(biāo)是要1.準(zhǔn)備用具Prepare the Equipment What Equipment do we need?我們需要什么用具？A round Beverage Tray一個(gè)圓形飲料托盤A clean Tray Cloth一塊干凈的托盤布Red Wine or White Wine Glasses紅或白葡萄酒酒杯Red Wine or White Wine Bottle一瓶紅或白葡萄酒1.

4、準(zhǔn)備用具Prepare the Equipment W1.準(zhǔn)備用具Prepare the Equipment服務(wù)巾 Waiters Cloth 開瓶器 Waiters Friend 冰桶 Ice Bucket 底盤 Under Liner 1.準(zhǔn)備用具Prepare the Equipment服務(wù)1.準(zhǔn)備用具Prepare the Equipment我們需要檢查什么？ What should we check about the Equipment?托盤是干凈和干燥的 The Tray is clean and dry托盤是拋過(guò)光的 The Tray is well polished托盤布是干

5、凈而無(wú)破損的 The Tray Cloth is clean and free from Stains, Holes or Tears服務(wù)巾是干凈和干燥的 The Waiters Cloth is clean and dry1.準(zhǔn)備用具Prepare the Equipment我們1.準(zhǔn)備用具Prepare the Equipment玻璃杯干凈明亮，沒有破裂 Glassware is clean, polished and not chipped冰桶是干凈且拋過(guò)光的 Ice Bucket is clean and polished紅葡萄酒杯用來(lái)服務(wù)紅葡萄酒 Red Wine Glasses a

6、re used for Red Wine白葡萄酒杯用來(lái)服務(wù)白葡萄酒 White Wine Glasses are used for White Wine1.準(zhǔn)備用具Prepare the Equipment玻璃2.檢查葡萄酒Checking the Wine我們要檢查什么？ What do we need to check?列在酒單上正確的葡萄酒和年份 Correct Wine and vintage as listed on the Wine List瓶子的標(biāo)簽是否完好 Label is in good condition2.檢查葡萄酒Checking the Wine我們要檢查3.檢查溫度

7、Check temperature服務(wù)葡萄酒適合的溫度是多少？ At what temperature is Wine being served?白葡萄酒需要被冷藏，10-12度為合適 White Wine will be served chilled at 10 12 degrees Celsius紅葡萄酒在常溫下飲用，18度為合適 Red Wine will be served at room temperature around 18 degrees3.檢查溫度Check temperature服務(wù)葡萄酒適4.將用具放在托盤上Place the Equipment on the Tray

8、將什么用具放在托盤上？ What Equipment should we place on the Tray?酒瓶 Wine Bottle 酒杯 Wine Glasses 4.將用具放在托盤上Place the Equipment4.將用具放在托盤上Place the Equipment on the Tray底盤裝紅酒 Under Liner for Red Wine把托盤放在工作臺(tái)上，當(dāng)我們把酒杯放在臺(tái)上的時(shí)候，將酒瓶放在工作臺(tái)上 Carry the Tray to the Side Station, leave the Wine Bottle on the Side Station wh

9、ile we deliver the Wine Glasses to the Table4.將用具放在托盤上Place the Equipment5.放置冰桶Position the Ice Bucket 我們應(yīng)該把冰桶放在什么地方？ Where do we position the Ice Bucket?靠近工作臺(tái) 餐桌旁 Near the Side Station in the Restaurant close to the Table5.放置冰桶Position the Ice Bucket6.把酒杯放在餐桌上Placing the Glasses on the Table我們應(yīng)該把酒杯

10、放在餐桌的什么位置？ Where do we place a Wine Glass on the Table?從托盤中拿葡萄酒杯的時(shí)候應(yīng)當(dāng)握住杯腳，放置在在客人座位兩點(diǎn)鐘的方位 Pick up the wine Glass from the Tray holding by the Stem and place it at the 2 oclock position from where the Guest is seated6.把酒杯放在餐桌上Placing the Glasses6.把酒杯放在餐桌上Placing the Glasses on the Table宴會(huì)活動(dòng)通常將酒杯預(yù)先擺設(shè)在餐

11、桌上Wine Glasses are preset for all Banquet Functions where Wine is Served6.把酒杯放在餐桌上Placing the Glasses6.把酒杯放在餐桌上Placing the Glasses on the Table在擺放好酒杯之后回到服務(wù)臺(tái)取葡萄酒瓶 After placing the Wine Glass on the Table return to the Side Station to collect the Wine Bottle使用服務(wù)巾拿起葡萄酒瓶平放在右手臂上 Using the Waiters Cloth

12、pick up the Wine Bottle and lay flat in our right Hand6.把酒杯放在餐桌上Placing the Glasses6.把酒杯放在餐桌上Placing the Glasses on the Table關(guān)于酒標(biāo)的位置我們應(yīng)當(dāng)檢查什么？ What should we check about the position of the Label on the Wine?酒標(biāo)應(yīng)當(dāng)向上 The Label of the Wine is facing upwards6.把酒杯放在餐桌上Placing the Glasses7.展示葡萄酒Presenting

13、the Wine我們應(yīng)該向誰(shuí)展示葡萄酒？Who do we present the Wine to?點(diǎn)酒的客人 The Guest who ordered the Wine7.展示葡萄酒Presenting the Wine我們應(yīng)7.展示葡萄酒Presenting the Wine我們?nèi)绾蜗蚩腿苏故酒咸丫疲?How do we present the Wine to the Guest?盡量從客人的右邊進(jìn)行展示 Present from the right hand side of the Guest wherever possible右手扶著瓶子向客人展示酒標(biāo) With the Wine l

14、aid down in our right Hand, show the Label to the Guest7.展示葡萄酒Presenting the Wine我們?nèi)?.展示葡萄酒Presenting the Wine我們要對(duì)客人講些什么？What do we say to the Guest?“先生 /小姐，您的（葡萄酒名字）?！薄癊xcuse me Sir / Madam, your Wine (Using the name of the Wine)”7.展示葡萄酒Presenting the Wine我們要8.開葡萄酒Opening the Bottle of Wine我們應(yīng)該在哪里開

15、葡萄酒？Where do we open the Bottle of Wine?在客人的餐桌上 At the Table我們應(yīng)該如何開葡萄酒？How do we open the Bottle of Wine?用左手把酒放在桌上并握住瓶頸 Place the Wine Bottle in our left Hand holding by the Neck8.開葡萄酒Opening the Bottle of W8.開葡萄酒Opening the Bottle of Wine右手使用開瓶器上的小刀割開酒瓶上面的箔紙 In our right Hand using the Knife of our

16、 Waiters Friend remove the Foil of the Wine從開瓶器中拔出拔塞鉆嘴Open the Waiters Friend and release the Corkscrew把拔塞鉆嘴對(duì)準(zhǔn)酒塞中間 Place the Tip of the Corkscrew onto the middle surface of the Cork8.開葡萄酒Opening the Bottle of W8.開葡萄酒Opening the Bottle of Wine用力均勻地把鉆嘴旋轉(zhuǎn)入酒塞 Apply an even amount of pressure, twisting t

17、he Corkscrew in a clockwise direction into the Cork以瓶嘴為支點(diǎn)，用開瓶器把酒塞輕輕地拔出來(lái)。 When the Corkscrew is in the Cork gently pull the Cork out of the Bottle using the Lever on the Rim of the Bottle 8.開葡萄酒Opening the Bottle of W8.開葡萄酒Opening the Bottle of Wine我們應(yīng)該確保什么？ What do we need to ensure?酒商標(biāo)要朝上 The Label

18、 of the Wine is facing upwards開酒的時(shí)候要小心，確保酒塞不破損 Open the Wine slowly and carefully ensuring the Cork does not break8.開葡萄酒Opening the Bottle of W8.開葡萄酒Opening the Bottle of Wine我們應(yīng)該把酒塞放在什么位置？ Where do we place the Cork?白葡萄酒 把酒塞放在制服口袋里 White Wine place the Cork in our Jacket Pocket紅葡萄酒 如果客人要求的話，把酒塞放在酒架

19、上 Red Wine if the Guest requests place the Cork on the Under Liner8.開葡萄酒Opening the Bottle of W9.倒葡萄酒Pouring the Wine我們應(yīng)該先為誰(shuí)服務(wù)？ Who do we serve first?主人先嘗，然后女士 Host first to taste, then ladies9.倒葡萄酒Pouring the Wine我們應(yīng)該先為誰(shuí)9.倒葡萄酒Pouring the Wine我們?nèi)绾蔚蛊咸丫疲?How do we pour the Wine?盡量站在客人的右邊 Stand on the

20、right Hand side where possible將服務(wù)巾搭在左前臂上 Place the Waiters Cloth over our left Forearm右手持瓶，確保穩(wěn)固的拿著酒瓶 Hold the Wine Bottle in our right Arm, ensuring you have a firm hold9.倒葡萄酒Pouring the Wine我們?nèi)绾蔚蛊咸?.倒葡萄酒Pouring the Wine確保酒標(biāo)朝向客人 Ensure the Label is facing the Guest首先倒少量酒供點(diǎn)酒的客人嘗試 Pour a small amount

21、of the Wine and offer the Host to taste在客人試酒的時(shí)候觀察客人對(duì)酒是否滿意 Watch the Host as he tastes the Wine and shows us that they are happy with the Wine9.倒葡萄酒Pouring the Wine確保酒標(biāo)朝向客9.倒葡萄酒Pouring the Wine如果客人對(duì)酒不滿意的話請(qǐng)參看“客人對(duì)酒不滿意時(shí)該如何處理”課程 If not refer to Training Course “How to handle a Wine that is rejected”9.倒葡萄

22、酒Pouring the Wine如果客人對(duì)酒不9.倒葡萄酒Pouring the Wine繞著桌子按順時(shí)針方向服務(wù) Walk in a clockwise direction around the Table最后把點(diǎn)酒的客人的酒杯添滿 Return to the Host and top up the Hosts Wine Glass每杯葡萄酒斟倒的標(biāo)準(zhǔn)量是多少？ How much is the standard measure pouring Wine by the bottle?10毫升10 cl9.倒葡萄酒Pouring the Wine繞著桌子按順時(shí)9.倒葡萄酒Pouring the

23、 Wine在倒葡萄酒時(shí)我們必須確保什么？ When pouring the Wine what do we need to ensure?當(dāng)葡萄酒倒到標(biāo)準(zhǔn)量時(shí)，將瓶口轉(zhuǎn)動(dòng)45度，以免酒液滴落 Once the Wine has been poured to the standard level, turn the bottle at a 45 degree angle to prevent the Wine from dripping 倒完酒后，把瓶子放回冰桶 /酒架里 Return the Bottle to the Ice Bucket /Under Liner9.倒葡萄酒Pouring

24、the Wine在倒葡萄酒時(shí)我10.放置葡萄酒Placing the Wine我們應(yīng)該把酒瓶什么位置？ Where do we place the Wine Bottle?白葡萄酒 放在冰桶里 White Wine place the Wine Bottle in the Ice Bucket in our section紅葡萄酒 放在酒架最上面，確保商標(biāo)面向客人 Red Wine Place the Red Wine on top of the Under Liner ensuring the Label is facing the Host10.放置葡萄酒Placing the Wine我

25、們應(yīng)該把11.離開餐桌Leave the TableHow do we leave the Table?我們?nèi)绾坞x開餐桌？發(fā)自內(nèi)心真誠(chéng)地微笑 Smile as we really mean it我們要對(duì)客人講些什么？ What do we need to say to the Guest?“先生 /小姐，請(qǐng)盡情享用您的（葡萄酒名字）?！薄癊njoy your Wine Sir / Madam (Using the name of the Wine)”11.離開餐桌Leave the TableHow do 檢查標(biāo)準(zhǔn)Checking the StandardQ:我們需要什么用具？ What Eq

26、uipment do we need?Q:我們需要檢查什么？ What should we check about the Equipment?Q:我們需要檢查什么？ What do we need to check?Q:服務(wù)葡萄酒適合的溫度是多少？ At what temperature is Wine being served?Q:將什么用具放在托盤上？ What equipment should we place on the tray?Q:我們應(yīng)該把冰桶放在什么地方？ Where do we position the Ice Bucket? 檢查標(biāo)準(zhǔn)Checking the StandardQ:我們檢查標(biāo)準(zhǔn)Checking the StandardQ:我們應(yīng)該怎樣走近餐桌？ How do we approach the Table? Q:我們應(yīng)該把酒杯放在餐桌上的什么位置？ Where do we place a Wine Glass on the