售后服務(wù)餐飲服務(wù)流程培訓(xùn)手冊

售后服務(wù)餐飲服務(wù)流程培訓(xùn)手冊服務(wù)工作流程標準任務(wù)具體實施標準Greettheguest1．當客人到達餐廳門口的時候，從迎賓臺主動走出面向客人問好所有的客人都應(yīng)該在15秒之內(nèi)受到我們的關(guān)注以及問候。謝謝閱讀問候客人2．歡迎客人。精品文檔放心下載3．確定客人用餐人數(shù)。詢問客人以便做好座位紀錄。精品文檔放心下載4．在客人就座之后在預(yù)約登記冊上作記錄“你是一個人嗎“你感謝閱讀還有其他朋友嗎”之類的話語。陪同客人，協(xié)助客人就座。所有的客人將在我們的引領(lǐng)下選擇他們理想的位子就餐謝謝閱讀1.引導(dǎo)客人走最近的路程到達客人指定的餐桌。感謝閱讀2.拉開椅子幫助客人就座，首先關(guān)注女士以及兒童。他們用餐的位子。精品文檔放心下載3.根據(jù)營業(yè)狀況，對于特定用餐的客人給予特別的關(guān)注。謝謝閱讀商業(yè)的客人喜歡座在靠邊的位子，因此盡可能滿足他們的選擇是指引路線。感謝閱讀情侶喜歡坐在沒人打擾的地方精品文檔放心下載老人和不舒服的客人喜歡坐在靠近出口和洗手間的位置。桌子的空間感謝閱讀帶小孩的父母喜歡不擁擠的區(qū)域。呈上菜單1.微笑的打開菜單保護好菜單，不要破損，保證菜單的時效性。謝謝閱讀2.站在客人的右邊，身體微傾用右手為客人展示菜單。女士優(yōu)先，然后順時針旋轉(zhuǎn)。謝謝閱讀登記餐桌的號碼1.將口布正放到黃油碟上。感謝閱讀2.登記完餐桌之后，詢問客人是否還有其他要求，然后向客人說：“祝樣他們可以撤掉多余的餐具以及桌椅。精品文檔放心下載您用餐愉快?！盩akebeveragesorderand1.Ensureifguestisreadytoorder.Ex:“AreyoureadytoLadiesfirst,thenmoveclockwise謝謝閱讀explainspecialtiesorderSir?”UseXiangluGRANDpenandclearhandwriting感謝閱讀2.ServerwillverballyofferselectionofjuicesandanyUseseatingnumberingsystemgoingclockwise.精品文檔放心下載我們的特色dailyspecialty.Ex:“Wouldyoucarefora…….”Helpguesttodecideandexplaintoguestifthey精品文檔放心下載3.Listencarefullyandfillin“captainorder”usingsystemneedtoknowaboutcertainkindsofdrinks.精品文檔放心下載outlinedinthemanual.女士優(yōu)先，然后順時針旋轉(zhuǎn)。謝謝閱讀4.Repeatguestordersafterorderhasbeentaken.使用翔鷺集團的筆，并保持書寫工整。謝謝閱讀5.Beforeleavingtable,explainanyspecialfoodmenu順時針的方向用編號的方式記錄。感謝閱讀offeringandmentionnotavailableitems.感謝閱讀1.明確客人是否開始點單了，例如：請問您是否需要先喝點酒水紹。精品文檔放心下載2.感謝閱讀汁，例如：“您喜歡……？”3.仔細聽，填好客人的點單，按照工作手冊上制定的工作程序進行。感謝閱讀4.當客人點完單后重復(fù)一遍客人的點單。5.謝謝閱讀暫時無法提供的，是不能點的。ServeBeverages1.PreparecleantrayandcollectdrinksaccordingtoorderServeallbeveragesatthesametimeandnopartial謝謝閱讀提供飲品fromthebar.orderonthetable.精品文檔放心下載2.Arrangealldrinksaccordingly(heaviestinthemiddleofLadiesfirst,thenmoveclockwise.感謝閱讀thetrayandlinethemtoguestseating).Servefromrightsideoftheguestusingtheright精品文檔放心下載3.Keeptraybalancedandwalkcarefully.hand.感謝閱讀4.Bringdrinkstoguesttableandapproachguestfromthe向所有的客人提供飲品的服務(wù)，不能歧視任何客人。感謝閱讀right.女士優(yōu)先然后順時針旋轉(zhuǎn)。5.Placecocktailnapkinbytherighthandsideofgueston在顧客的右手邊用右手提供服務(wù)。謝謝閱讀topofthedinnerknife.6.Placedrinkonthecocktailnapkinandannouncethename謝謝閱讀ofthedrink.7.Proceedtonextguest.1.準備干凈的托盤，從酒吧準備好客人所點的飲料。2.感謝閱讀3.走路的時候要小心謹慎，保持托盤的平衡。4.服務(wù)酒水時，從客人的右手邊上酒水。5.擺放雞尾酒餐巾時放在客人的右手邊，將其放置在正餐刀的上面。精品文檔放心下載6.把飲料放在杯墊上面，然后向客人說明飲料的名稱。感謝閱讀7.繼續(xù)下一位。Removeextraplace1.Clearextrasettings:FoldflatnapkinandsetitonSettingremovalmustbequietandunobtrusive.謝謝閱讀settingbeveragetray,placeallcutleriesinsidenapkinFor2ormoreextraplacesettingremovals,a精品文檔放心下載拿走沒有用的餐具2.Whenfinished,adjusttableappointmentstomaximizespacebeveragetrayisrequired.精品文檔放心下載forguests.Allitemsnotneededforselectionorderedare感謝閱讀3.Restoreallextrasettingsonsidestationimmediatelyremovedfromthetable.謝謝閱讀1.移動餐具的時候必須輕拿輕放，不能讓客人感覺到唐突。謝謝閱讀上，將所有的餐具法在餐巾上。有兩處以上的餐具需要移動的話，必須使用飲料托盤。感謝閱讀2.撤完后要調(diào)整餐具的位置以便客人有最大的空間用餐。點單上的菜式不要求的用具必須馬上從餐桌上撤掉。感謝閱讀3.把撤下來的餐具依次歸類放在服務(wù)邊柜上。Takingfoodorder1.StandtotherightoftheguestwhentakingtheorderandLadyfirst,thenmoveclockwise.謝謝閱讀開始點菜tomovearoundthetableifitisindividualorder.Giveguestfullattention.Listencarefullytowhat感謝閱讀2.Writedownneatlyeachindividual’scompleteorderbeforetheguestsaresaying.Nothingismoreannoying感謝閱讀goingontothenextorder.thanemployeeswhoarenotpayingattentionatyou謝謝閱讀3.Clarifywiththeguestonhowtheywouldlikecertainitemsasguest.謝謝閱讀cooked:Whengueststellwhattheywant,alwaysrepeatit感謝閱讀Steaks-rare/medium/welldonetoavoidmistakes.感謝閱讀Fish-poachedorgrilled.Usestandardabbreviationandnumberingsystem感謝閱讀Eggs-Fried,overeasy,scrambled,boiled,orpoached.goingclockwise.精品文檔放心下載Salads-whattypesofdressing.Donotrelyonyourmemory,asitwillaffectthe謝謝閱讀4.Addseatingno.nexttoitemorderedguestandtheoperationsincaseitemis感謝閱讀5.Repeattheordertotheguestsaftertakingeveryguestmis-ordered.感謝閱讀orders.Useoutletorhotelspecifiedabbreviationsto精品文檔放心下載1.站客人的右邊點菜，當客人要單點時依次圍繞餐桌給客人點單2.當你給下一個客人點單之前要完整的寫下已點客人的菜單3.詢問客人對菜的做法點牛排-三分熟/五分熟/全熟點魚-水煮或煎點雞蛋-煎,單面煎,炒,煮,或水煮沙拉-需要搭配何種類型的汁4.在點好的菜單后加上客人的座位編號5.點完菜后要向客人復(fù)述一遍。recordtheorder.Ifsomebodyordersforeverybodythenhe/sheisthehostandtobeservedlast.Aquicksuggestionalwaysimpressestheguest.Usesuggestivesellingwhentakingthefoodorder女士優(yōu)先，順時針旋轉(zhuǎn)。要的事情當客人告訴你他的需求，要重復(fù)客人說的，以免出現(xiàn)失誤。用標準的縮寫形式，數(shù)字編號，順時針方向。感謝閱讀人和操作帶來影響。以便萬一有任何遺漏，使用酒店統(tǒng)一的點菜單。謝謝閱讀的菜應(yīng)該最后一個上。記住座位號或客人的號數(shù)?？焖俚慕ㄗh會給客人留下印象謝謝閱讀Adjustcutleries1.LookatyourfoodorderandseewhatextracutleryyouCutleriesareclean,polished,andingood感謝閱讀調(diào)整餐具require.condition.2.PickupnecessarypieceofcutleryfromtheserviceLadyfirst,thenmoveclockwise.感謝閱讀stationandcarrytothetableonplatewithfoldednapkin.Placeorremovecutleriesatthesametimeto精品文檔放心下載3.Proceedtothetable,changeoraddcutlery.Alwayschangeminimizedisturbances.謝謝閱讀rightcutleryfromrighthandsideandleftfromleft.Donotplacemorethan3coursesofcutleries.感謝閱讀4.Continuethisprocedureuntilallcutleryadditionsor所有餐具必須干凈，不能有破損。謝謝閱讀changesarecompleted.女士優(yōu)先，順時針旋轉(zhuǎn)。感謝閱讀5.Checktabletoensureeverythingiscorrect.擺放或移動餐具盡量在同一時間，盡量不要打擾顧客。精品文檔放心下載擺放餐具不要超過3次。1.根據(jù)客人的點單選擇需要配備的餐具。2.從服務(wù)邊柜中取出需要的餐具，使用盤子并且用餐巾蓋著端給客人。謝謝閱讀3.精品文檔放心下載餐具從右邊開始，更換左邊的餐具從左邊開始。4.保持此服務(wù)程序直到所有餐具更換或填加完畢。5.檢查餐桌確保所有的餐具擺放正確。Pickupfood1.BeginpickupprocedureonlywhenallthefoodfortheForhandservice,Carrynomorethan3platesone謝謝閱讀上菜courseofatableisready.time.精品文檔放心下載2.ArrangeitemssothatitcanbeservedinsequentialorderUsehandservicewheneverpossible.Ifunableto謝謝閱讀aroundthetable.pickupandserveallfoodatthetable,find精品文檔放心下載1.當所有的飯菜準備就緒的時候開始上菜。anotherwaitertoassist.謝謝閱讀2.安排好飯菜的位置，保持上菜的連續(xù)性。Pickupcoldfoodfirstthenhotfood.謝謝閱讀用手服務(wù)的話，上菜一次不要超過3盤如果飯菜太多，找其他服務(wù)員協(xié)助上菜。先上冷菜然后熱菜。Servefoodandcondiments1.ApproachtableandsmileServeladyfirst,thenmoveclockwise.謝謝閱讀服務(wù)飯菜以及調(diào)味品2.ServeeachguestfromguestrighthandsideusingrightUtilizenumberingsystem.Neveraskwho’shaving感謝閱讀hand.what.3.Announcethenameofthedishwhenserving,andexplaintheItemsshouldbeplacedwithmeatfacingguestat6謝謝閱讀dishifrequested.o’clock.感謝閱讀4.Wishguesttoenjoytheirfoodbeforeyouleavethetable女士優(yōu)先，然后順時針旋轉(zhuǎn)。精品文檔放心下載1.靠近餐桌，微笑服務(wù)?！?。精品文檔放心下載2.在客人的右手邊，身體微傾用右手提供服務(wù)。放有肉制品的飯菜要在顧客的六點鐘的方向。感謝閱讀3.當為客人上菜時為客人報菜名，如客人需要告訴客人菜的做法。精品文檔放心下載4.在離開餐桌之前祝福客人用餐愉快Detailtableandcontinue1.LookatthetablecarefullyAnyashtraywithonecigarettebuttwillbe感謝閱讀service2.Removeanyitemnotneededbyguest.changed.精品文檔放心下載收拾餐桌繼續(xù)服務(wù)3.Replaceanycutleriesifnecessary.Servicewillbeconsistentlyfriendly,outgoing,精品文檔放心下載4.Offeradditionalitemsbeforeguestneeds.attentive,unobtrusiveandprofessional.感謝閱讀1.仔細的看一下餐桌。Refillshouldbedoneindiscreetmannerandno感謝閱讀2.撤走所有客人不需要的東西。beverageglassshouldbelessthan1/4fullunless謝謝閱讀3.如果有需要用干凈的餐具替換。additionalbeverageisnotavailable感謝閱讀4.在客人沒有提出需要之前幫客人準備好他們所須的。所有的煙灰缸有一個煙頭就要馬上更換煙缸。感謝閱讀謝謝閱讀1/4之前就精品文檔放心下載要及時續(xù)杯，除非現(xiàn)有的飲料量不夠。Ascertainneeds1.ApproachguesttableimmediatelyafterthedeliveryoffoodAvoidquestion“Iseverythingalright?”感謝閱讀明確顧客的需要toinquire.Ex:“IsthereanythingelseImightbringyou不要這樣問客人：“所有的飯菜都還好吧？”謝謝閱讀thistime?Wouldyoucareformorechillisauce?”謝謝閱讀1.感謝閱讀嗎？您需要再來一點辣椒油嗎？QualityAssuranceAskguestforcommentandfeedbackAftermealbeforedessert謝謝閱讀保證質(zhì)量向顧客詢問對于產(chǎn)品的意見以及顧客的反饋在用餐結(jié)束后甜點之前精品文檔放心下載ClearPlatefromTable1.Approachtable,smile,andgetguestapproval.Ex.“ExcuseTablesareclearedonlywhenallguestshave精品文檔放心下載清理餐桌上的盤子me,MayIclearyourplate?”completedeatingtheircourse.精品文檔放心下載2.Collect1stplateandcutleriesfromguestrighthandside,Ifyouneedassistance,getitbeforebeginto感謝閱讀usingrighthand.clear.3.Transferplatetolefthandandholditwithyourthumb&Clearplates,cutleryandscrapswithoutanynoise.謝謝閱讀indexfinger.Startwithlady,thenmoveclockwise精品文檔放心下載4.Arrangecutleriessothatforkispointingawayfromyou.Itisadvisabletocollecttheplatewiththemost精品文檔放心下載Thenholdtheplateandforkwithyourthumbfirmlyontheleftoveronitfirst精品文檔放心下載baseoftheforkhandle.ThenslidetheknifeundertheDon’tstackplatestoohigh.Limityourselfto4精品文檔放心下載fork.platesatonetime.5.Collect2ndplateandbalanceitonyourlowerleftforearm只有所有的客人在用完餐之后才能開始清理餐桌。精品文檔放心下載andtheballofthethumb,andsupportitwithother如果需要幫助，在開始清理之前就應(yīng)該確定幫你的人。精品文檔放心下載fingers.清理盤子，餐具，并小聲地處理盤里的殘留物謝謝閱讀6.Usingeithertheforkorknife,scrapeanyleftoversonto從女士開始，然后順時針旋轉(zhuǎn)。精品文檔放心下載thefirstplate,slidethesecondknifeunderthefirst建議首先清理有最多剩菜的盤子謝謝閱讀forkandplacethesecondforkalongthefirstfork.不要把盤子堆的太高,一次限定自己只拿4個盤子謝謝閱讀7.Collect3rdplateandleaveontopofthescrapedonesas感謝閱讀isbutrepeattheflatwareplacement.精品文檔放心下載1.“打擾一感謝閱讀下，我可以清理一下您的盤子嗎？”2.收盤子的時候注意從客人的右邊，用右手收起第一個盤子。精品文檔放心下載3.用大拇指與食指端盤，把盤子換到左手。4.精品文檔放心下載把刀放到叉的下面。5.感謝閱讀第一個盤子的重量。6.謝謝閱讀的下面，第一個叉和第二個叉并排放一起。7.收第三個盤子并放在已清理的第二個盤上，刀叉的擺放依上所述。謝謝閱讀Crumbdownatable.1.Preparewaiter’sclothandBBplate,orthecrumber.Ensurethatallcutleryandplateshavebeen精品文檔放心下載清除桌子上的碎屑。2.Approachtheguestontheirleft-handsideandsay,removed.精品文檔放心下載“excuseme,sir/madam.”Startwithfemaleguest(ifapplicable)tothe精品文檔放心下載3.Bendfromthewaistforwardandplaceplateinlefthandhost/ess(ifknown)last.精品文檔放心下載againsttheedgeofthetable.精品文檔放心下載4.Efficientlybrushcrumbstowardstheedgeofthetable確保所有的刀叉和盤子都被移走精品文檔放心下載wheretheplateis.女士優(yōu)先（先賓后主）精品文檔放心下載5.Oncethetableisdone,placethesoiledutensilson謝謝閱讀servicetrayattheworkingstation.謝謝閱讀1.使用專門的餐巾或清潔面包屑的器具，配合面包黃油盤來清理精品文檔放心下載2.站在客人的左手邊面帶微笑的說“打擾一下先生/女士。謝謝閱讀3.探身彎腰，盤子在左手并靠近桌子的邊緣。4.及時地把面包屑刮向桌子邊緣的盤子里。5.一旦清除碎屑，要把臟的器具放在工作臺的服務(wù)盤里。謝謝閱讀Preparecheck1.EnsurethatwehaveascertainedthatnoadditionalitemsCheckmustbeclean,neatandaccurate.謝謝閱讀準備賬單willbeordered.Neverreviewchecknexttoguesttable精品文檔放心下載2.CheckifallitemshavebeenpunchedinandchargedNeverwriteanythingonthecheck.謝謝閱讀correctlybeforecashierprinting.Covermustbecleanandinexcellentcondition.謝謝閱讀3.Requestprintingtocashierbyinformingtableno.賬單必須清楚無誤。謝謝閱讀required.不允許在客人餐桌附近對照賬單。感謝閱讀4.Placethecheckinfolderandkeeponthestationreadyto不允許涂改賬單上的相關(guān)內(nèi)容。感謝閱讀bepresented文件夾的封面必須潔凈，沒有破損。感謝閱讀1.我們必須確定客人沒有任何其他的需要。2.謝謝閱讀準確無誤。3.在收據(jù)上面同樣要打印餐桌的號碼。4.把賬單保存在文件夾里，放在工作臺上，如果客人需要時及時出示。謝謝閱讀Presentchecktothe1.Collectreadycheckatthestation.Checkshouldbeplacefacingguest.感謝閱讀guest2.Presentclosedfolderchecktotheguestfromguest’sUseXiangluGRANDpen.精品文檔放心下載向客人出示賬單righthandsideusingrighthand.Donotrushguesttosettleorwaitatthetable.感謝閱讀3.Placeareadytousepenonthefolder,pointingtowardsDonotstandnexttoguestwhentheyreviewcheck.感謝閱讀guest.賬單需要放在面向顧客的位置。4.Walkawayandkeepadistancefromtheguestwhilewaiting用標有翔鷺集團標志的筆。謝謝閱讀forsettlement.不要催顧客結(jié)賬，不要在餐桌前等。精品文檔放心下載1.把所有的賬單收集好放在工作臺上。在顧客檢查賬單的時候不要站在顧客的旁邊。精品文檔放心下載2.在客人的右手邊用右手向客人出示折起來的賬單文件夾。感謝閱讀3.在文件夾上準備好筆，筆尖朝向客人。4.在顧客等待結(jié)算的時候，與顧客保持一定的距離。SettleGuestCheckCashPayment現(xiàn)金付款Neverassumegratuity.Allchangeisreturnedto感謝閱讀支付客人支票1Ensurecashgiveniscorrectenoughtocovertheamountontheguestinacheckfolder.謝謝閱讀thebill.AProperimprintedcreditcardvouchermustbe感謝閱讀2Takeittothecashier.retunedinacheckfolderwithXiangluGRANDpen.謝謝閱讀3ReturnthechangewiththefirstcopyofthebilltotheNocopiesofguestbills/checksshouldbe感謝閱讀guestinabillfolder.destroyed,eveniftheyhavebeenRe-printed精品文檔放心下載4Leavethefolderclosedonthetableandsay“ThisisyourAllguestsarethankedusingtheirname,ifknown,謝謝閱讀changesir/madam,thankyouverymuch.”whenthesettlementiscompleted.精品文檔放心下載1確保所給的現(xiàn)金足以付賬單上的數(shù)目。不要接受任何增物,所有的零錢將放在賬單夾里給客人謝謝閱讀2拿到收銀臺.精品文檔放心下載3將賬單的第一聯(lián)和零錢放在賬單夾里遞給客人。標志的筆一起給客人謝謝閱讀4把賬單夾留在桌子上并且說，這是你的零錢先生/女士，非常感謝。即使有重新打印也不能損壞任何客人的賬單和票據(jù)，精品文檔放心下載即使客人賬單和檢查的東西提前打印好了也不可以損壞。感謝閱讀CreditCard信用卡在結(jié)算時，以稱呼客人的姓來表達感謝感謝閱讀1Bringitbacktothecashier.精品文檔放心下載2CheckthesliptoseetheamountiscorrectafterCashier感謝閱讀processthecreditcardandapprovalisobtained.謝謝閱讀3Presentfoldertoguestwiththecard,slipandbillfor謝謝閱讀signature.4Checkthesignatureonthecardafterguestsign.感謝閱讀5Returnthecreditcardtoguest,togetherwiththe精品文檔放心下載cardholdersalesslipandthefirstcopyofthebill.感謝閱讀6Presenttheaboveinthefolder,openitandsay,“Thank精品文檔放心下載youverymuchsir/madam.”1帶回到收銀臺。2在收銀員劃卡并且交易通過后，重新檢查交易金額是否正確。感謝閱讀3讓客人在打印條和賬單上簽字。4檢查客人在卡上的簽名。5信用卡，打印條和賬單的第一聯(lián)一并還給客人。6用文件夾的形式出示以上東西，打開并且說，“非常感謝，先生/女謝謝閱讀士。RoomAccount房間付款1Ensureguestsignthebillwithprintedname,roomnumber謝謝閱讀andsignature.2Makesuretheguestsignoneverybillpresentedto謝謝閱讀him/her.3Askforroomkeyorhotelkeyholderforcheckingtheroom謝謝閱讀numberiscorrectlyprinted.精品文檔放心下載4Returnthekeyorkeyholdertoguest,andsay,“Thankyou精品文檔放心下載verymuch.”1.確?？腿嗽诖蛴∶郑块g號的賬單上簽字。2.確保每一張給客人的賬單都有他們的簽名。3.要求用鑰匙來檢查房間號是否正確打印。4.把鑰匙還給客人并且說“非常感謝。CityLedger城市分類賬1Ensureguestsignthebillwiththeirprintedname,精品文檔放心下載signatureandcompany’sname.感謝閱讀2Makesuretheguestsignsoneverybillpresentedto謝謝閱讀him/her.3Ensurethatthecompanyhasacityledgeraccountlist精品文檔放心下載locatedinthecashierarea.感謝閱讀4Bringthesignedbilltocashierforcheckingpurpose.精品文檔放心下載5Ifeverythingiscorrect,returntotheguesttableand精品文檔放心下載thankguestfordining.1.確?？腿嗽诖蛴×嗣趾凸久Q賬單上簽字。2.確保每一張給客人的賬單都有他們的簽名。3.確保公司在收銀臺有一個城市分類賬單。4.簽名的賬單拿到收銀臺以便確認。5.如果一切正確，歸還到客人桌并感謝客人用餐。Assistguestwithleaving1.ApproachtablesandassistinpullingchairassoonasHelpladiesandkidsfirst,thenmen.精品文檔放心下載andBidfarewellguestsgivesignalthattheyareleaving.Openthedoorinsuchawaythatyouarenot精品文檔放心下載2.Helpguestputonhisorhercoat(ifapplicable).blockingthewayforthegueststoleave.感謝閱讀幫助顧客離開,客人離開前3.Openthedoorfortheguestwhentheyleave.Useguestnameifknown.精品文檔放心下載的祝福4.WishtheguestagooddayornightandthankthemfortheirDonotshakeguest’shandifguestdoesn’t精品文檔放心下載visit.initiateso.1.如果看到顧客有離開的跡象，走近餐桌，拉開椅子。女士與兒童優(yōu)先，然后是男士。精品文檔放心下載2.幫助客人穿上外套當客人離開時不要擋住路，站在一邊為客人開門。謝謝閱讀3.當客人離開的時候為客人開門。如果知道的話，盡量稱呼顧客的姓名。謝謝閱讀4.預(yù)?？腿硕冗^美好的一天/夜晚并且感謝客人光臨如果不是客人主動不要去與客人握手。精品文檔放心下載Resettable1.Immediatelyfreetablefromsoiledfoodanddishes.Clearingsoileddisheswithminimumnoiselevel.感謝閱讀重新布置餐桌2.Pickupallnecessarysetupsanddampclothontray.Ifnecessary,sanitizetablebywipingtablewith感謝閱讀3.Cleantablewithdampclothusingrighthandwhenlefthandclothsoakedinsanitizingsolution.謝謝閱讀stillholdingtray.清理剩下的飯菜，注意不要發(fā)出很大的聲響。謝謝閱讀4.Placebackallcondimentsontableaccordingly.假如需要，清潔桌面用消過毒的濕抹布擦拭桌面謝謝閱讀5.Startsetupunobtrusively.謝謝閱讀6.Checkchair,andcrumbifnecessary感謝閱讀1.謝謝閱讀的干凈抹布。2.左手依然拿著托盤，右手用略濕的抹布清理餐桌。3.重新把調(diào)味品擺上餐桌。4.布置餐桌的時候要按照一定的次序，有條不紊。5.檢查椅子，如果有必要進行一些碎屑的清理。6.COFFEESERVICE咖啡服務(wù)PreparingCoffeeNormalCoffeeFreshlyBrewedCoffeewillbeservedtotheguest精品文檔放心下載準備咖啡1RinsePotbypouringwarmwaterintothepotandemptyit.uponrequest.謝謝閱讀2FillPotwithfreshcoffeefromthemachine.Standardsshouldbefollowedaccordingtothe感謝閱讀3Placecoffeecupsetting,creamer,sugarandcoffeepotoncoffeemachine.精品文檔放心下載atrayandbringittotheguesttable.精品文檔放心下載普通咖啡如客人需求可以給以現(xiàn)磨咖啡。1先用倒點熱水進去燙一下空壺。必須根據(jù)咖啡機遵循使用標準和程序。精品文檔放心下載2用壺從咖啡機上接咖啡。3把一套咖啡杯、淡奶、糖和咖啡壺放在托盤上送給客人。謝謝閱讀DecaffeinatedCoffee1.Rinsepotbypouringwarmwaterintothepotandemptyit.感謝閱讀2.Put2teaspoonsofdecaffeinatedcoffeepowderintothe感謝閱讀coffeepot(for1portion)orelsefreshlybrewedDecafif精品文檔放心下載available.3.Pourveryhotwaterintothecoffeepotandstir.精品文檔放心下載4.Placecoffeecupsetting,creamer,sugarandcoffeepot感謝閱讀ontoatrayandbringittotheguesttable.精品文檔放心下載無咖啡因的咖啡1先用熱水燙一下空壺。23用開水沖進壺里并攪拌。4用一套咖啡杯、淡奶、糖的咖啡壺放在托盤里給客人送上。精品文檔放心下載Espresso1.Warmtheespressocupwithhotwater.精品文檔放心下載2.Useonlyfinelygroundespressocoffeepowder.謝謝閱讀3.Fillthecupwithespressofromthecoffeemachine.精品文檔放心下載4.Asliceoflemonpeelshouldbeservedonthesidetogether精品文檔放心下載withespresso.特濃咖啡1.先用熱水燙一下特濃咖啡的杯子。2.用一套上好的意大利咖啡粉。3.將濃咖啡從咖啡機倒進咖啡杯內(nèi)。4.濃咖啡要配一片檸檬。Cappuccino1.Warmastandardcoffeecupwithhotwater.精品文檔放心下載2.Pressthecappuccinobuttonontheespressomachine.謝謝閱讀3.Heatmilkbysteamerinaseparatepotuntilitishotand謝謝閱讀foamforms.4.Scoopmilkfoamintothecoffee精品文檔放心下載5.Sprinkleontopwithcocoapowder.謝謝閱讀意大利咖啡1.先用倒點熱水進去燙一下空壺。2.在意大利咖啡機上按意大利鮮奶咖啡按鍵。3.把牛奶放到另一個壺里打熱直到有泡沫。4.把泡沫放在咖啡上。5.撒上可可粉。ServingCoffee1ArrangecompleteequipmentonroundservicetrayandServeladyfirst,thenmoveclockwise.感謝閱讀服務(wù)咖啡approachguestfromtherightUtilizenumberingsystem.Neveraskwho’shaving謝謝閱讀2Placesugarsetinthecentreoftable.what.謝謝閱讀3PlacecupinfrontofguestoratupperrighthandsideofCoffeecupandsaucermustbesetwiththecup感謝閱讀dinnerplate.handlein4o’clockposition.Spoonwillreston感謝閱讀4Pourslowlyandcarefully,donotsplashorspill.thesaucerparalleltothecuphandleat5o’clock感謝閱讀5Leavepotabovecupposition.感謝閱讀6Placecreamormilkabovecup.Fornormalcoffee,pouronly?ofcupsothatit's謝謝閱讀7Wishguesttoenjoytheircoffeebeforeproceedtonextnottoofullwhenaddingsugarandcream.謝謝閱讀guest女士優(yōu)先，然后順時針旋轉(zhuǎn)。1．把所有需要的設(shè)備準備好放到托盤從客人的右邊上。用數(shù)字編號的形式服務(wù)。決不要問“這是誰的“謝謝閱讀2．把糖盅準備好放到桌子的中間。杯碟必須和杯子一起放在時鐘指向4感謝閱讀3．把杯子放到客人的前面靠近右手上方的正餐盤。碟和杯子相同的方向當時鐘指向5點的時候謝謝閱讀4．倒的時候要小心不要濺出和溢出來。作普通的咖啡只裝3/4，當放糖和牛奶時不會太滿。感謝閱讀5．把茶壺放到杯子的上方。6．把淡奶和牛奶放到杯子上方。7．祝愿客人用餐愉快后再給下一個客人服務(wù)。WATERSERVICE茶水服務(wù)ServingIceWaterPrepareIceWaterandservicetowelComplimentaryicewatershouldbepresetinbaror感謝閱讀服務(wù)冰水1.Puticecubesintopitcheruntilpitcheris1/3full.stationstobeserveduponguestrequest.精品文檔放心下載2.Pour/addwateruntilpitcheris90%full.Waterwillbeservedinawatergobletusingwater謝謝閱讀3.Foldservicetowelintoasmallsquarejug,andperiodicallyre-filledwhentheglassis謝謝閱讀onethirdfull.ServeWatertoguests冰水可以放在吧臺里提前準備好以便客人隨時需要。感謝閱讀1.Holdpitcherwithrighthandandservicetowelwithleft用高角杯為客人裝水，倒冰水時裝到1/3滿就可。感謝閱讀hand.2.Serveicewaterfromtherightofguest,holdingpitcher精品文檔放心下載withservicetowelunderneathit.感謝閱讀3.Pouricewaterintoglassuntilglassisabout80%full.感謝閱讀4.Useservicetoweltowipeoffwaterdropsthatcondensedon精品文檔放心下載pitcher.取好冰水準備好服務(wù)毛巾1.把冰水放到壺面滿1/3。2.倒水，90%。3.把毛巾折成小方塊為客人倒水時1.左手拿毛巾，右手拿水壺。2.把毛巾放到水壺的下方拖住，站在客人的右手邊為客人服務(wù)。謝謝閱讀3.為客人倒到杯子的80%就可以。4.倒完用毛巾把壺上的水擦干凈。ServingBottledWater1GettheorderedbottlefromthebarandapproachtabletoMakesureweusetray.精品文檔放心下載服務(wù)礦泉水serve.Allbottleswillbeopenedatthebar.精品文檔放心下載2PlaceglassinfrontofguestfromtherighthandsideofAlwaysserveladyfirst,thenmoveclockwise.謝謝閱讀guest.Ifservingfromtherightisnotpossible,then感謝閱讀3Pourwateruntilglassishalffullandplacebottleonservefromtheeasiestangle.Donotforcethis.It精品文檔放心下載therightandabovetheglasswiththelabelfacingtowardsisbettertoservethedrinksfromtheleftand感謝閱讀theguest.smoothly,ratherthanfromtherightandpouring謝謝閱讀4Alwaystelltheguestswhatdrinkyouaregivingtheminthedrinksovertheguests.Tryyourbesttonotto謝謝閱讀ordertopreventmistakes.crosstheguest.謝謝閱讀5IfyouforgetwhoorderedwhatoryoudidnottaketheUtilizeseatingno.systemtobesurewhoishaving謝謝閱讀ordertrytoasktheguestspolitelywhohasorderedwhatwhat.精品文檔放心下載drink.確保托盤不離手。1.從酒吧里拿出客人點的酒水接近客桌服務(wù).所有的酒水必須在酒吧打開。感謝閱讀2.從客人的右手邊把杯子放到客人的前面.女士優(yōu)先，然后順時針旋轉(zhuǎn)。謝謝閱讀3.感謝閱讀標簽朝向客人。如果玻璃杯也有標簽，也是將標簽朝向客人放置。水時寧可從左邊上也不要擋住客人。感謝閱讀4.當你為客人上酒水時不要忘了告訴客人名稱以免出現(xiàn)錯誤。請使用座位號系統(tǒng)確保客人的點單謝謝閱讀5.精品文檔放心下載是什么。WINESERVICE酒水服務(wù)PrepareWineand1.Prepareglassaspernumberofguests.ThenplaceeachGlassshouldbeclean,spotless,andodorfree.謝謝閱讀champagneserviceglassontherightsideofwaterglass.Napkinshouldbecleanandnicelyfolded.感謝閱讀紅酒和香檳服務(wù)的準備2.PreparefoldedservicenapkinWinecoolermustbecleanandspotless精品文檔放心下載3.Forwhitewineandchampagne,preparewinebucketandBucketshouldbe3/4fullandicewaterisnotover精品文檔放心下載stand.Fillupbucketicecubesandpourwatertillalliceflowing.謝謝閱讀cubesarecovered.Placethebottleintothebucket.Makesurethepositionofbucketandstandwillnot謝謝閱讀4.Bringthesetofbucket,stand,andwinetobeplacenextblockserviceflow.謝謝閱讀toguesttable.酒杯要干凈，沒有污點和異味。感謝閱讀1.為每一位客人準備酒杯。然后將酒杯放在客人水杯的右邊。餐巾要干凈并折疊整齊。謝謝閱讀2.準備折疊好的餐巾。酒水冷凍用具要干凈沒有污點。感謝閱讀3.冰桶3/4滿，冰水不能滿溢。謝謝閱讀直到水淹沒冰塊。然后將酒放進冰桶。要確保冰桶和支架所在的地方不能阻礙服務(wù)線的暢通。謝謝閱讀4.將桶的一套物件，支架和酒拿到客人餐桌附近指定的地方。感謝閱讀PresentingWinetoguest1.LayfoldednapkinonlefthandpalmandleanwinebottleWhendisplaying,Labelfaceoutandbottleneckon謝謝閱讀紅酒服務(wù)againstnapkin.top.2.ApproachhostfromrighthandsideanddisplaywinetotheEnsurecorrectorderbyconfirmingnameofwineand感謝閱讀host.vintagebeforeopeningwine.精品文檔放心下載3.Reconfirmwineorderedandobtainpermissiontoproceed.向客人展示酒水的時候，標簽朝外瓶頸向上。謝謝閱讀Saying“ExcusemeSir/Madam,thisisyourMadfish開酒之前通過核對紅酒的名字和制造年份來確證酒水點單。謝謝閱讀Chardonnay,2004.MayIopenitnow?”感謝閱讀4.Asguestapproves,placeredwineuprightonsidetable精品文檔放心下載(whitewinetobeplacebackintothebucket),thenproceed精品文檔放心下載toopening.1.將餐巾放在左手手掌上，酒瓶斜倚著餐巾。2.站在客人的右手邊進行酒的展示。3.謝謝閱讀“打擾了先生/小姐這是您點的04年的Madfish夏敦埃酒，現(xiàn)在需謝謝閱讀要為您打開嗎“？4.精品文檔放心下載檳要放回冰桶以便于下面的開酒工作。OpenabottleofwineAsguestapprove,placeredwineuprightonsidetable(whiteSealshouldbecutrightbelowbottlelipforhygiene感謝閱讀開酒服務(wù)winetobeplacebackintothebucket).purpose精品文檔放心下載Proceedopening:Ensurethecorkisnotcrackingorbreakingwhen精品文檔放心下載1.Restnapkinonleftarmandopenbladeofthewineopener.pullingcorkupward.謝謝閱讀2.Holdbottlesecurelyfromtheneckwithlefthand.WithMakesurethereisnonoisewhenthecorkisfinally精品文檔放心下載righthand,cutthetopofthesealinacircularmotion.removed.謝謝閱讀CutallthewayaroundtillthewrapperiseasilypulledDonotthrowcorkintobucketorelsewhereafterloosen精品文檔放心下載off.it.3.Openscrewoftheopenerandputthetipinthemiddleof衛(wèi)生起見，封印應(yīng)當恰好從瓶口下端割起。精品文檔放心下載thecork.Ensurescrewisstraightandbeginturningthe在將軟木塞向上拔起的時候要保證軟木塞沒有破裂或裂斷。精品文檔放心下載screwclockwise,whileapplyingadownwardpressure.Stop在拔起軟木塞的時候確保不發(fā)出響聲感謝閱讀whenthescrewis?insidethecork.軟木塞被拔出后不要將其隨意地放置在冰桶或其他地方。感謝閱讀4.Securethemetalarmofopeneronthebottlelip.精品文檔放心下載5.Pullthehandleoftheopenerstraightupwhilelefthand精品文檔放心下載indexfingerpressingmetalarm.謝謝閱讀6.Removecorkgentlyfrombottleandpullittowardsyour謝謝閱讀body.7.Loosencorkbyturningscrewcounterclockwisewithyou謝謝閱讀righthand,whileholdingcorkwithlefthand.謝謝閱讀8.Putthecorkandthecorkscrewinyourpocket,unless精品文檔放心下載guestrequestotherwise.9.Holdnapkinonlefthandpalmandholdwinefrombehindthe精品文檔放心下載labelwithrighthand10.Wipethelipofthebottlefromdirtandanyremainingcork感謝閱讀debris.精品文檔放心下載冰桶以便于下面的開酒工作。1.將餐巾放在左臂上并打開開瓶器的刀片。2.精品文檔放心下載開，一直割到封印很容易脫落為止。3.打開開瓶器上螺旋釘，將尖端插入軟木塞的中心。螺旋釘保持直立，謝謝閱讀3/4的時候停謝謝閱讀止旋轉(zhuǎn)。4.打開開瓶器的金屬柄，確保將其抵在瓶口上。5.向上直拉開瓶器的把手，同時左手食指按住開瓶器的金屬柄。感謝閱讀6.慢慢地移動軟木塞并朝著自己將其從瓶中拉出。7.左手握住軟木塞，右手順時針轉(zhuǎn)動螺旋器時軟布塞松動。感謝閱讀8.如果客人沒有其他要求可將軟布塞和開瓶器放進口袋里。謝謝閱讀9.左手拿餐巾右手從標簽背面握住酒瓶。10.擦干凈瓶口的污跡和有可能殘存的軟木塞屑。ServingWine1.Approachhostfromrightsideandoffertasting.Ex“Sir,Whenpourwine,makesurethelabelisfacingguest謝謝閱讀酒水服務(wù)wouldyouliketotastethewinefirst?”anddonotshakethebottle.精品文檔放心下載2.Pourabout1clofwinetohost’sglassandwaitforOnlyserve/pourhalfglassfulltomaintainwine感謝閱讀guestapproval.temperature.感謝閱讀3.Ifguestapprove,proceedservingclockwise,startwithForbigtableusingChinesewineglass,onlypour感謝閱讀ladiesandhostlast.1/3glassfor1stroundtoidentifywhoisdrinking謝謝閱讀4.Keeptheleftoverredwineonsidetable(leftoverwhitewineandwhoisnot.Thenrefillmoreforguestwho精品文檔放心下載intothebucket)andrefillasnecessary.drinkswine.感謝閱讀斟酒的時候保證標簽對著客人，瓶子不能抖動。1.從客人的右手邊上前建議品酒。如“先生，要不要先試一下酒？”只能倒半杯的酒以保證客人喝這杯酒時酒的溫度一直都是精品文檔放心下載2.在主客的杯子里倒上1cl的酒等待客人的回音。適宜的。感謝閱讀3.主客同意后，女士優(yōu)先順時針為客人斟酒，主人最后服務(wù)。謝謝閱讀4.客人加酒時就可以為會喝酒的客人多加些。感謝閱讀杯。CIGARETTESERVICE香煙服務(wù)Servingcigaretteto1.Getaboxofcigarettewithapropercaptainorder.Allstaffmustknowthebrandsofcigarettes感謝閱讀guests.2.Removetheplastictransparentcoverfromthecigaretteavailableintheoutlet精品文檔放心下載提供香煙服務(wù)。box.Guestrequestingcigaretteswillbeservedwith精品文檔放心下載3.Pullout3piecesofcigaretteslightlyfromthebox.theirchosenbrandwhereavailable.精品文檔放心下載4.Placethepackona5-inchBBplatewithaboxofmatches在餐廳應(yīng)該了解可以提供的香煙的牌子感謝閱讀5.Presenttoguestandmentionthebrandname.提供給客人的香煙應(yīng)該時刻人所要求的那個牌子精品文檔放心下載1.根據(jù)點單的要求為客人拿香煙。2.拿掉香煙外面的塑料膜。3.從盒子里拿出3支香煙。4.放在有一盒火柴的5英尺的盤子里。5.交給客人并注意牌子的名字。Lightingcigarettefor1.EnsurethelighterisadjustedattheminimumflamelevelAnticipatetheguest’sneeds.Ifyouseeaguest精品文檔放心下載guest.beforeapproachtoguest.takingouttheircigarettepacketfrompocket,be精品文檔放心下載為客人點煙2.Oncetheguestplacesthecigarette,holdthelighterprepared,getyourlighterreadyandstandbyclose感謝閱讀approx.30cminfrontoftheguest,andthenstrikethetotheguest.感謝閱讀lighter.Ifyouareinawindylocationyoumayneedto感謝閱讀3.Oncetheguesthasrealisedthattheflameislit,moveitsheltertheflamewithyourotherhand.謝謝閱讀towardthecigarette。感謝閱讀4.Holdittherewhiletheguestlightstheircigarette火并靠近客人，隨時為客人服務(wù)。精品文檔放心下載5.Afterguestisdone,extinguishtheflameandremovethe如果是在一個有風(fēng)的地方要用另一手擋住火焰。精品文檔放心下載lighter.1.在接近客人之前要確保火焰最小。2.每一個客人當他們拿煙時打開打火機持續(xù)30秒在客人面前，然后把感謝閱讀火熄滅。3.當客人明白你的意思后把火移到點煙的地方。4.直到客人的煙點著為止。5.5．客人點完煙過后，把火熄滅拿開。ChangingAstray1.Obtainservicetrayandputcleanashtraysontray.Neverstackmorethan4ashtraysinonepile.感謝閱讀更換煙灰缸2.CheckaroundtablelookingfordirtyashtraysMakesureashtraysontabledonothavemorethan2謝謝閱讀3.Whileholdingservicetraywithlefthand,pickupcleanbutts.感謝閱讀ashtraywithrighthand:bycoverdirtyashtraywithclean決不放多于四個煙灰缸放