酒店西餐服務(wù)程序匯總中英文

1、WORD.172/36酒店西餐服務(wù)程序匯總（中英文）Remarks:All the clearing must follow the rule: who deliver the order; this person should also finish clearing in his/her shift. He/Her cannot pass to the next shift except by the time he/her finish duty and it is still within one hour after delivering.程序如下: PREPARING FOR SE

2、RVICE 準(zhǔn)備工作Personal grooming 個(gè)人儀表The table 擺臺Menu knowledge 菜單知識Miscellaneous preparation tasks 各項(xiàng)準(zhǔn)備工作The waiters sideboard 服務(wù)員邊柜Setting the atmosphere the final check 氣氛布置 最后的檢查The reservations diary taking a reservation 預(yù)定日記WELCOMING CUSTOMERS 迎接客人Seating a customer 引客人入座Greeting 問候Seating 就坐Servin

3、g Pre-meal Drinks 提供餐前酒水SERVING FOOD 食品的服務(wù)Order taking sequence 服務(wù)順序The scribble pad 記事本Docket system 入廚單Adjusting cutlery 調(diào)整餐具Serving food 提供飲食服務(wù) Cleaning tables 清潔桌面CUSTOMER DEPARTURE / CLEANING 顧客用餐完畢后清潔Arranging customer departure 安排客人離去Payment methods 結(jié)帳方式Cleaning 清潔詳細(xì)容如下:1. Preparing for servi

4、ce 準(zhǔn)備工作1.1 Personal grooming 個(gè)人儀表As this is an “up front” industry, your appearance becomes all important. Therefore, special attention to grooming is essential.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)。Being in control of thejob at hand, along with good self image and personal appearance leads to professi

5、onal confidence when handling people.隨時(shí)處于工作最佳狀態(tài)，伴以良好自我形象與個(gè)人外表，這將你在面對顧客時(shí)表現(xiàn)得既自信又專業(yè)。The things we look at when we talk of personal grooming include.我們所討論并關(guān)注的個(gè)人儀表包括：(a) Facial expression a customer expects to see a smiling face a smile overcomes many problems. Show alertness and freshness, never boredom

6、 of disinterest.表面印象 顧客總是希望見到笑臉 微笑可以克服任何難題，表現(xiàn)出您的警覺和生機(jī)，絕不要不耐煩或不理睬顧客;(b) Personal hygiene a sense of pride is gained by looking well groomed and attractive.個(gè)人衛(wèi)生 以儀表整潔吸引別人并引以自豪Daily bathing and use of deodorant ensures personal freshness and cleanliness. Avoid excessive use of after shaves, cosmetics a

7、nd perfumes.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”，化妝品與香水。Daily brushing of teeth avoids arduous and helps prevent dental problems. A breath freshener is recommended for smokers.每日刷牙避免難聞氣味與牙病產(chǎn)生，吸煙者要準(zhǔn)備一個(gè)口腔清新劑;(c) Hair- hair should be clean and tidy, well groomed and not require constant touching or attentio

8、n.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 it is the first impression the customer remembers. It is essential to maintain clothes and uniforms in good condition. Show that you care about your appearance and make sure your clothes and uniforms aresmart, clean and uncreased. Dirty shoes and laddered stockin

9、gs also show neglect.衣著 請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。There are a number of things to be considered when preparing your restaurant for service not the least of whichis that the restaurant has to be spotlessly clean and presented at its best for each service period.在你為服務(wù)做準(zhǔn)備工作時(shí)，有許多

10、需要你注意的事項(xiàng)，不僅僅是要求一點(diǎn)污點(diǎn)也沒有，而且要求餐廳必須處于最佳服務(wù)狀態(tài)。This is the minimum expectation of your customers.這是顧客對我們的最低要求。Time spent in preparationis never wasted as efficient preparation is the key to a smooth operation.準(zhǔn)備工作所用的時(shí)間并不是在浪費(fèi)時(shí)間，因?yàn)楦咝实臏?zhǔn)備工作時(shí)常是順利運(yùn)作的主要因素。On arrival, check with the supervisor or manager to estab

11、lish special requests and expected bookings. They will have confirmed reservations and allocated tables (stations) and docket books to staff member.報(bào)到后，與主管與經(jīng)理確認(rèn)特別要求與預(yù)定。他們將確認(rèn)預(yù)定并安排桌位并將要點(diǎn)統(tǒng)治員工。You are now ready to undertake preparation tasks. The order in which tasks are combined varies with establishme

12、nts.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。1.2 The table 擺臺The table is one of the first things your customers see, thats why it is necessary to ensure all tables are in the positions as indicated on the floor plan. Floor plans can vary daily depending on bookings.桌面是你的顧客所看見的第一樣事務(wù)，這就是為什么說在得到指示后確保所有桌面擺臺正確是必

13、要的原因，Ensure all tables have been wiped and clean cloths or placemats laid. Set the table with items required by your establishment. Common items include salt and peper shakers, ashtray, bud vase, candle holder, chean and polished cutlery, glassware and folded serviette for each customer. Check all t

14、able settings.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。一般需要擺放鹽、胡椒、煙碟、花瓶、燭臺、瓷器、玻璃器皿與折疊的餐巾。檢查所有擺臺。Menu knowledge 菜單常識1)You must know :a.The dishes on the menu 菜單上的菜肴你必須知道b.The prices 價(jià)格The seasonal vegetable 當(dāng)季蔬菜The specials of the day 每日特式Soup of the day 是日例湯I(xiàn)tems which are not available 哪些項(xiàng)目是不必要的How to serve e

15、ach item: 如何提供每項(xiàng)服務(wù)Steak with baked potatoes or French fries and ketchup牛扒、烤土豆片、或法國油煎食品When to serve a Finger Bowl何時(shí)給顧客提供碗What cutlery for each dish in the right order正確提供，每盤菜需要的餐具Parmesan cheese with pasta items,etc.意大利奶酪與面制品等Generally follow: 一般上菜程序ITEM 項(xiàng)目SERVE WITH 同時(shí)提供1.Meat Dish 肉類Steak Knife 牛扒

16、刀2.Hor DOeuvres 餐前點(diǎn)心Small fork andknife 小刀叉3.Fasta 面食Spoon and Fork 湯匙與叉4.Fish 魚類Fish knife and fork 食魚用刀叉5.Soup 湯類Round soup spoon 湯匙與叉6.Dessert 餐后甜點(diǎn)Dessert spoon or dessert fork 甜點(diǎn)與叉7.Fruits 水果Dessert knife and fork 甜點(diǎn)刀叉8.Tea or Coffee 茶或咖啡Cream and sugar 奶酪或叉9.Rice 米飯Spoon and Fork 湯匙或叉Crustacean

17、 ( Lobster, Prawns etc. With finger bowl 小碗貝類食物（蝦、龍蝦、等）However, it will be the guest choice of sequence of food service.總之，食品將根據(jù)客人需要提供。Miscellaneous Preparation Tasks 各項(xiàng)準(zhǔn)備工作There are numerous preparation tasks to be completed and again these vary with establishments. Examples of such tasks are outli

18、ned below: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：Service Station Par Stock 服務(wù)臺儲備Description 項(xiàng)目Quantity 數(shù)量Dinner knife 餐刀Dinner fork 餐叉Dessert spoon 甜食匙Dessert fork 甜食叉BB knife茶倒Tea spoon 茶匙Service fork 普通叉Service Spoon 普通刀Paper Napkin 餐巾紙Comment Card 意見卡Captain order pad 點(diǎn)菜單Beverage order pad 酒水單Servic

19、e Station Set-up 服務(wù)臺擺臺Coffeecup SaucerMilk JugAshtray咖啡杯碟子奶壺?zé)煹鶶ugar Bowl BB PlateTea BagToothpick糖罐燒烤盤茶袋牙簽Carnation milkTable matSaucesDolly Paper三花淡奶桌墊醬油紙花墊MatchCloth Napkin火柴口布Tea Cocktail Counter Set up 茶、雞尾酒擺臺WarmerTea potAshtrayCoffee cup加熱器茶壺?zé)煹Х缺璖aucerGlass Ice Cube Holder碟子杯子冰夾Cocktail Garni

20、sh JuicesTeaLemon雞尾酒裝飾品果汁茶檸檬Cherry UmbrellaSticksDolly paper櫻桃裝飾用小傘小木簽紙花墊TrayJamTent CardWine basket托盤果醬卡片酒籃TowelPaper Napkin毛巾餐巾紙Straw Captain Order BookOrder Stand吸管定餐單定單夾MilkFlask Tea bagBB Plate牛奶細(xì)頸花瓶茶袋燒烤盤General 一般用品clean menuscheck supply of lined干凈菜單檢查布巾的供應(yīng)prepare salt and pepperswrite up spe

21、cials (on blackboard)準(zhǔn)備鹽與胡椒記下特別之處（寫在黑板上）polish glasswarefold serviettes干凈玻璃器皿折疊餐巾polish cutleryproperly store equipment干凈餐具適當(dāng)儲存設(shè)備prepare coffee machineprepare and stock the waiters sideboard準(zhǔn)備咖啡機(jī)準(zhǔn)備儲存適量的水在邊柜中prepare coffee cups and mild jugsprepare breads準(zhǔn)備咖啡杯與咖啡壺準(zhǔn)備面包prepare underlinersprepare butter

22、s準(zhǔn)備涂抹器具準(zhǔn)備黃油set up dessert trolleyclean equipment餐車擺臺清潔設(shè)備vacuum restaurant public areas餐廳公共區(qū)域吸塵The waiters sideboard (Workbench) 服務(wù)員邊柜How well your sideboard is set up can make the difference between the customer having a good or a bad experience if you get behind you wont catch up. Thats why it is v

23、ery important that you exercise care and give thought to the preparation of your sideboard.邊柜擺臺情況將會(huì)影響顧客對酒店印象的好壞 如果你沒有注意到這些你將來會(huì)使服務(wù)不與時(shí)。這就是為什么你對邊柜準(zhǔn)備工作與擺臺是很重要的原因。Items kept on or in your sideboard may include:邊柜擺臺與儲存所需注意之項(xiàng)目：Service cloths 清潔布Clearing trays 干凈托盤Service plate (for carrying cutlery) 服務(wù)托盤（用

24、以送餐具）Accompaniments e.g. pepper, mustards 調(diào)味品諸如胡椒、芥末等A supple of clean crockery and cutlery 干凈餐具與瓷具Scribble pad, docket book , pens, menu and specials意見薄、記事薄、鋼筆、菜單與其它A supply of serviettes and table lined 餐巾與桌巾Clean ashtrays and matches 干凈煙碟與火柴Serving spoons and forks 湯匙與刀叉Underliners (doily plates)

25、 裝飾小桌巾Wine list if single handed service 酒單Coffee warmers 咖啡加熱器Setting The Atmosphere the Final Check 氣氛布置 最后的檢查Once all tasks have been completed, take a few moments to check on any maintenance items in the restaurant e.g. damaged equipment, torn carpets, blown light globes report problems to thesu

26、pervisors.當(dāng)所有擺臺完畢，用幾分鐘時(shí)間再次檢查餐廳所有各項(xiàng)維修狀況，例如損壞的設(shè)備，破舊的地毯，開裂之處等，將問題報(bào)告給主管。Once again check all table setting. Set the atmosphere of the restaurant, ensure lighting is at the correct level, background music is set and all plants and furniture are in the right position. All staff are to be in the correct un

27、iforms and properly presented.再次檢查所有擺臺。布置餐廳氣氛，確保燈光強(qiáng)度適宜，背景音樂正常，植物與設(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。Before customers arrive you need to ask the kitchen for: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Soup of the day 例湯Fish of the day 是日鮮魚Vegetables 時(shí)蔬Desserts 餐后甜品Any menu items not available 所有菜單上菜肴有準(zhǔn)備All tasks complete

28、d, you are now ready to receive your customers.Note: Check the toilets are clean and there is a sufficient supply of towels/toweling, soap if not, report this to your supervisor.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。The Reservations Diary 預(yù)定日志Most restaurant have a reservatio

29、ns diary located at the restaurant reception or cashiers desk. When customers enter ether restaurant, welcome them and establish whether they have made a reservation if so, indicate that they have arrived in the diary. If not, enquire as to the name and allocate a table. It is a good idea to adopt t

30、his procedure as it will assist you and yourcolleagues to refer to customers by name, or locate a customer in the event of telephone calls or a late customer wishing to join party, for example.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。當(dāng)顧客進(jìn)入餐廳時(shí)，問候之后確認(rèn)他們是否做了預(yù)定- 如果做了預(yù)定，在預(yù)定日志是注明客人已到。如果不是，請他們留下之類信息后安排他們?nèi)胱?。此程序的好處在于它幫助你與同事確

31、認(rèn)客戶，如果客人打來將推遲活動(dòng)或遲來客戶來參加將會(huì)很方便你為他們找到桌位。Taking a Reservation 接受預(yù)定From time to time it will be necessary for you to take reservations in person or on the telephone. The information you need to obtain includes the date and time required, the name and number of guests along with any special requests and a

32、 contact telephone number (optional).很有可能不時(shí)有客人親自或預(yù)定。你需要掌握的信息有日期，時(shí)間，客人，客人數(shù)量與其它特殊要求，并記下聯(lián)系。The key points in suing the telephone include: 接的要點(diǎn) answer the telephone promptly within 3 rings在鈴響3聲接起： put a smile in your voice 語調(diào)能讓人感覺出你在微笑 pace your welcome-“good afternoon” 表達(dá)你的歡迎：“下午好”“so and so restaurant

33、”“XXX餐廳”“Peter speaking”“我是XXX”“May I help you?”“我能為您做些什么嗎？” not too fast be clear and concise. 語調(diào)不宜太快，盡量清楚、簡練；Identify department, yourself and given time of the day like, “Le Grand restaurant, Good Morning, May speaking”.明確地報(bào)上你所在部門、你的、時(shí)間，例如：“早上好，西餐廳，我是XXX”Take reservation only in pencil, write cle

34、arly. 用鉛筆清楚地寫下預(yù)定Ensure correct Name spelling. 確保拼寫正確Also take first name or initial. 同時(shí)寫下姓氏Take telephone numbers of any parties of 5 pax or more, know how many reservation for tow or four the party.記下任何預(yù)定的，知道如何為兩人或四人預(yù)定Reservation are marked directly in the reservation book.預(yù)定應(yīng)直接記錄在預(yù)定本中Try to ask fo

35、r dinner budget, etc. 詢問客人頂餐最大預(yù)算金額Something you dont understand, please, ask again.如有不明白之處當(dāng)即詢問清楚And repeat the name, address, phone number and Guest order.重復(fù)、地址、與客人定單容。Benefits of the task: 以上所述有利之處：Assures guest of available seating at specific time在特別時(shí)間能為客人安排座位Allows for marking special requests 將

36、客人特別要求記錄下來Helps in planning table space 幫助分配餐桌預(yù)定Helps in labor forecasting 幫助預(yù)算需多少人手Helps predict numbers of guests to expect 幫助預(yù)計(jì)有多少客人Offers advance knowledge of other in- house Restaurant and promotions requests.提供關(guān)于酒店餐廳與特式的進(jìn)一步信息。Steps 步驟Pictures / script 實(shí)景描述1.Answer telephone within three rings1

37、. “Good morning(afternoon,appropriate greeting evening), (use restaurant在鈴響三聲接，恰當(dāng)?shù)貑柡蚩腿薾ame) This is (your name)Identify restaurant and self May I help you?”報(bào)出餐廳名稱與你自己的早上好，（下午好、晚上Use appropriate voice pitch and language 好）這是XXX餐廳，我使用恰當(dāng)?shù)恼Z調(diào)與語言是XXX，我能為您做些什么？Take out reservation book and open to current

38、date拿出預(yù)定本并打開到當(dāng)天Act quickly and efficiently 動(dòng)作迅速與有效Do not flip pages into phonier talk to others around during phone conversation.當(dāng)接時(shí)勿當(dāng)面翻來翻去或與他人講話Use pleasant voice, not mechanical or rushing.以一種快樂的聲調(diào)講話，切勿生硬與粗魯：3.Find out key information from guest4. “What is the name, please?從顧客那里掌握正確的信息“請問貴姓”Name(p

39、ause) 暫停Date of reservation 預(yù)定日期 Thank youTime of reservation 預(yù)定時(shí)間When will you be joining usMr. Guest? (pause)您哪天來（暫停）What time?” (pause)您什么時(shí)間來（暫停）How many in your party?”請問您們總共有多少人？5.Check reservation book availability of date and time檢查預(yù)定本上有效時(shí)間與日期Act quickly and efficiently 動(dòng)作迅速有效Double check dat

40、e at top of pages 再次檢查每頁上方的日期6.Make reservation 做預(yù)定7.“Seven-thirty will be fine, Mr.Write guests name in appropriate place Guest. Well have table forto reserve time and date two ready for you.”在適當(dāng)?shù)胤綄懴驴腿耍㈩A(yù)約時(shí)間7：30怎么樣，XXX先生，與日期我們將為您預(yù)留兩個(gè)人的臺位Tell guest that space will be reserved告訴顧客預(yù)定的臺位8.Find special

41、requests 特別要求9. “Is there a particular table youAsk guest if a certain table of other special would like, or any otherrequirements are desired special request we can take詢問顧客是否還有其它特別要求care of?”Ask for guests local phone number “May I have a local phone留下客人的number where you can be reached?”您還想在訂別的特別桌

42、位嗎？或您還有別的特別要求嗎？我能留下您的以方便聯(lián)系10.Close conversation 結(jié)束預(yù)定11. “Well look forward to seeingTell guest that you look forward to seeing seeing you on(specific night)Him or her on (special date) Mr. Guest should your plans告訴客人你希望在哪天能見到他們 change, please give us a call.Request that guest phone if plans change我們

43、等待您在那天光臨，XXUse guests name先生，如要更改預(yù)定，請打個(gè)通知我們Welcoming customers 迎接客人Customers expect immediate, friendly and courteous service. It is important to make customers feel welcome and comfortable when they visit your establishment Always greet customers with a smile and a cheerful “Good morning/afternoon”

44、. Where possible, use the customers name (we all like recognition and personal attention).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)，使客人感到舒適與受歡迎是很重要的。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。（大多數(shù)人都喜歡他人認(rèn)識并引人注意。）Attend to customers promptly, if you cant get there immediately indicate to the customer that

45、 you have seen them and you will attend to them as soon as possible. There is nothing worse than standing and waiting in the doorway of a restaurant.立即迎接顧客，如果你不能立即這么做，你應(yīng)該向顧客示意你已看見他們你會(huì)盡可能地快地為他們服務(wù)。切勿在餐廳門廊的中間站著等著。The customer will appreciate your sense of urgency and concern.客人對您給予他們的關(guān)心與注意將會(huì)很贊賞。Seating

46、 a Customer引客人入座Once the customers have been welcomed, and details checked, collect menus and lead customers to the table this reduces confusion because you and they know where to go. Present the table to the customers and assist with seating. Take any coats at this point if necessary.當(dāng)已問候完畢顧客并確認(rèn)了詳細(xì)

47、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Ｈ缬斜匾?，幫助他們拿衣服。Unfold serviettes and place on customers laps. Check to see if all customers are comfortable. Serviettes sit best when folded on the diagonal and placed on lap. Present menus and explain specials. Attend to customers requests as r

48、equired.打開餐巾，平鋪在客人膝上。檢查一下是否所有客人都覺得舒服。餐巾最好是對折呈三角狀放于膝蓋上。如有客人、需要?jiǎng)t給予幫助。Greeting 問候Only designate personnel should greet the guest, if the hostess is too busy, a designated captain or headwaiter should greet and seat the guest. It is usually more cordial in a fine dining room at dinner time, guest names

49、should be used in greeting, if know. But the stranger should be greeting with the same cordiality as regular patron. Make them feel they are welcome.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問候客人，會(huì)令客人很高興。但對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。When a gentlemen or lady comes in alone, great

50、 him/her pleasantly “ Good Morning”or “Good Evening, This way please.”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”。Dont say “Just One?” or “Are you alone?” If guests has no reservation and there is no table available, advise him with a friendly “PHRASE” and let him know the waiting time. “I am sorry, si

51、r, but we are completely booking until 9:00. Would you care to have a cocktail in the Lounge and Ill call you as soon as I have a table for you.”不要說：“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時(shí)間才有空位?！皩Σ黄穑壬?，到9：30前桌位都滿了，您若不介意請先在休閑廳來杯雞尾酒。一有空位，我會(huì)立即通知您。”Seating 以客人入座An efficient hostess know

52、s what seats are available without having to ask the guest to wait while she looks for a table. The hostess when not engaged greeting and seating guests should scan the Dining Room quickly to check on the available tables, the guests progress in dining and whether a guest is in need of service. When

53、 extra set-ups and chair are need at a table, have these changes made before taking the guests to the table. Common sense dictates where parties of guests should be placed in the Dining Room, utilize tables according to party size. Dont walk too fast, otherwise, you “LOSE” your guests or he feels ru

54、shed. 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)位不忙于問候客人與以客人入座時(shí)，他可以很快地掃一眼餐廳并查出哪一桌子是未預(yù)定出去的，用餐客人還需等多長時(shí)間結(jié)束用餐與客人是否需要服務(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。2.4 Serving Pre-meal Drinks 提供餐前酒水Serving pre-meal drinks is covered in the Beverage Service workbook, however

55、, the key points are listed here.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-meal drinks can be either served in the cocktail bar or at the table.餐前酒要么在雞尾酒吧提供，要么在餐桌上提供。Whenever you make initial contact with a customer, always greet them. If a cocktail menu is available present it to the table. In any case, sug

56、gest a choice of cocktails and pre-meal drinks.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尾酒與餐前酒水。When taking pre-meal drink orders it is very important that you have an understanding of the content of the cocktails, the range of beers and wine available by the glass. Repeat the order back to the party

57、 or customer to double check.當(dāng)接到餐前酒水單時(shí)有一點(diǎn)很重要，你必須知道此酒水是由什么調(diào)治而成的，是屬于啤酒類的還是屬于白酒類。重復(fù)一遍酒水名稱以再次得到確認(rèn)。When the order has been taken, write up the account and order drinks form the bar or prepare and garnish drinks.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。Place coasters and savories as appropriate and serve drinks.Remove e

58、mpty glasses as necessary, offer another round.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. Serving Food 提供食品服務(wù)Introduce yourself to the table host (if this is the house rule). It is a far more personal approach if the customer can call you by name. Be familiar with the menu, preparation methods and acco

59、mpaniments as you will be required to answer questions and make suggestions.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。熟悉菜單，作好充分準(zhǔn)備以隨時(shí)能回答問題壁柜給予建議。3.1Order Taking Sequence 服務(wù)順序When customers are ready, you may take the order. It is important to adopt a standard sequence when taking orders, always le

60、aving the host (whether male or female ) to last.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。The A. B. C. s of good order writing:以A.B.C順序服務(wù)Ais forACCURACY即準(zhǔn)確Bis forBREVITY ( Short name )即快速Cis forCLARITY即清楚Pen and correct scratch pad should always be ready.隨時(shí)準(zhǔn)備鋼筆與草稿紙。Know who is the host of the