酒店西餐服務(wù)程序匯編中英文

240/104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:PREPARINGFORSERVICE預(yù)備工作Personalgrooming個人儀表Thetable擺臺Menuknowledge菜單知識Miscellaneouspreparationtasks各項預(yù)備工作Thewaiterssideboard服務(wù)員邊柜Settingtheatmosphere–thefinalcheck氣氛布置–最后的檢查Thereservationsdiary–takingareservation預(yù)定日記WELCOMINGCUSTOMERS迎接客人Seatingacustomer引客人入座Greeting問候Seating就坐ServingPre-mealDrinks提供餐前酒水SERVINGFOOD食品的服務(wù)Ordertakingsequence服務(wù)順序Thescribblepad記事本Docketsystem入廚單Adjustingcutlery調(diào)整餐具Servingfood提供飲食服務(wù)Cleaningtables清潔桌面CUSTOMERDEPARTURE/CLEANING顧客用餐完畢后清潔Arrangingcustomerdeparture安排客人離去Paymentmethods結(jié)帳方式Cleaning清潔詳細內(nèi)容如下:1.Preparingforservice預(yù)備工作1.1Personalgrooming個人儀表Asthisisan“upfront”industry,yourappearancebecomesallimportant.Therefore,specialattentiontogroomingisessential.因為這是服務(wù)業(yè)的最前方，你的外表是專門重要的，因此你必須首先注意這一點。Beingincontrolofthejobathand,alongwithgoodselfimageandpersonalappearanceleadstoprofessionalconfidencewhenhandlingpeople.隨時處于工作最佳狀態(tài)，伴以良好自我形象及個人外表，這將你在面對顧客時表現(xiàn)得既自信又專業(yè)。Thethingswelookatwhenwetalkofpersonalgroominginclude.我們所討論并關(guān)注的個人儀表包括：(a)Facialexpression–acustomerexpectstoseeasmilingface–asmileovercomesmanyproblems.Showalertnessandfreshness,neverboredomofdisinterest.表面印象–顧客總是希望見到笑臉–微笑能夠克服任何難題，表現(xiàn)出您的警覺和生機，絕不要不耐煩或不理睬顧客;(b)Personalhygiene–asenseofprideisgainedbylookingwellgroomedandattractive.個人衛(wèi)生–以儀表整潔吸引不人并引以自豪Dailybathinganduseofdeodorantensurespersonalfreshnessandcleanliness.Avoidexcessiveuseofaftershaves,cosmeticsandperfumes.每日沖澡并使用除臭劑以確保個人衛(wèi)生潔凈，幸免過量使用“須后水”，化妝品及香水。Dailybrushingofteethavoidsarduousandhelpspreventdentalproblems.Abreathfreshenerisrecommendedforsmokers.每日刷牙幸免難聞氣味及牙病產(chǎn)生，吸煙者要預(yù)備一個口腔清新劑;(c)Hair-hairshouldbecleanandtidy,wellgroomedandnotrequireconstanttouchingorattention.發(fā)型–應(yīng)保持潔凈整潔，修飾整齊，不要引起特不注意;(d)Dress–itisthefirstimpressionthecustomerremembers.Itisessentialtomaintainclothesanduniformsingoodcondition.Showthatyoucareaboutyourappearanceandmakesureyourclothesanduniformsaresmart,cleananduncreased.Dirtyshoesandladderedstockingsalsoshowneglect.衣著–請記住這是給予顧客的第一印象。首先要注意制服的潔凈整潔。你必須關(guān)注你的外表確保制服潔凈整潔并無褶皺。Thereareanumberofthingstobeconsideredwhenpreparingyourrestaurantforservice–nottheleastofwhichisthattherestauranthastobespotlesslycleanandpresentedatitsbestforeachserviceperiod.在你為服務(wù)做預(yù)備工作時，有許多需要你注意的事項，不僅僅是要求一點污點也沒有，而且要求餐廳必須處于最佳服務(wù)狀態(tài)。Thisistheminimumexpectationofyourcustomers.這是顧客對我們的最低要求。Timespentinpreparationisneverwastedasefficientpreparationisthekeytoasmoothoperation.預(yù)備工作所用的時刻并不是在白費時刻，因為高效率的預(yù)備工作時常是順利運作的要緊因素。Onarrival,checkwiththesupervisorormanagertoestablishspecialrequestsandexpectedbookings.Theywillhaveconfirmedreservationsandallocatedtables(stations)anddocketbookstostaffmember.報到后，與主管及經(jīng)理確認(rèn)特不要求及預(yù)定。他們將確認(rèn)預(yù)定并安排桌位并將要點統(tǒng)治職員。Youarenowreadytoundertakepreparationtasks.Theorderinwhichtasksarecombinedvarieswithestablishments.現(xiàn)在，你差不多預(yù)備好去執(zhí)行這項任務(wù)。定單的任務(wù)是與各種確認(rèn)有關(guān)的。1.2Thetable擺臺Thetableisoneofthefirstthingsyourcustomerssee,that’swhyitisnecessarytoensurealltablesareinthepositionsasindicatedonthefloorplan.Floorplanscanvarydailydependingonbookings.桌面是你的顧客所看見的第一樣事務(wù)，這確實是什么緣故講在得到指示后確保所有桌面擺臺正確是必要的緣故，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。一般需要擺放鹽、胡椒、煙碟、花瓶、燭臺、瓷器、玻璃器皿及折疊的餐巾。檢查所有擺臺。Menuknowledge菜單常識1) Youmustknow: a. Thedishesonthemenu菜單上的菜肴 你必須明白 b. Theprices價格Theseasonalvegetable當(dāng)季蔬菜Thespecialsoftheday每日特式Soupoftheday是日例湯Itemswhicharenotavailable哪些項目是不必要的Howtoserveeachitem:如何提供每項服務(wù)SteakwithbakedpotatoesorFrenchfriesandketchup牛扒、烤土豆片、或法國油煎食品WhentoserveaFingerBowl何時給顧客提供碗Whatcutleryforeachdishintherightorder正確提供，每盤菜需要的餐具Parmesancheesewithpastaitems,etc.意大利奶酪及面制品等Generallyfollow:一般上菜程序 ITEM項目 SERVEWITH同時提供 1. MeatDish肉類 SteakKnife牛扒刀 2. HorD’Oeuvres餐前點心 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 Dessertspoonordessertfork甜點及叉 7. Fruits水果 Dessertknifeandfork甜點刀叉 8. TeaorCoffee茶或咖啡 Creamandsugar奶酪或叉 9. Rice米飯 SpoonandFork湯匙或叉Crustacean(Lobster,Prawnsetc. Withfingerbowl小碗貝類食物（蝦、龍蝦、等） However,itwillbetheguestchoiceofsequenceoffoodservice. 總之，食品將依照客人需要提供。MiscellaneousPreparationTasks各項預(yù)備工作Therearenumerouspreparationtaskstobecompletedandagainthesevarywithestablishments.Examplesofsuchtasksareoutlinedbelow:那個地點將有許多預(yù)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)臺儲備Description項目 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一般叉 ServiceSpoon一般刀 PaperNapkin餐巾紙 CommentCard意見卡 Captainorderpad點菜單 Beverageorderpad酒水單 ServiceStationSet-up服務(wù)臺擺臺Coffeecup Saucer MilkJug Ashtray咖啡杯 碟子 奶壺 煙碟SugarBowl BBPlate TeaBag Toothpick糖罐 燒烤盤 茶袋 牙簽Carnationmilk Tablemat Sauces DollyPaper三花淡奶 桌墊 醬油 紙花墊Match ClothNapkin火柴 口布Tea–CocktailCounterSetup茶、雞尾酒擺臺Warmer Teapot Ashtray Coffeecup加熱器 茶壺 煙碟 咖啡杯Saucer Glass IceCubeHolder碟子 杯子 冰夾CocktailGarnish Juices Tea Lemon雞尾酒裝飾品 果汁 茶 檸檬Cherry Umbrella Sticks Dollypaper櫻桃 裝飾用小傘 小木簽 紙花墊Tray Jam TentCard Winebasket托盤 果醬 卡片 酒籃Towel PaperNapkin毛巾 餐巾紙Straw CaptainOrderBook OrderStand吸管 定餐單 定單夾Milk Flask Teabag BBPlate牛奶 細頸花瓶 茶袋 燒烤盤General一般用品cleanmenus checksupplyoflined潔凈菜單 檢查布巾的供應(yīng) preparesaltandpeppers writeupspecials(onblackboard) 預(yù)備鹽及胡椒 記下特不之處（寫在黑板上） polishglassware foldserviettes 潔凈玻璃器皿 折疊餐巾 polishcutlery properlystoreequipment 潔凈餐具 適當(dāng)儲存設(shè)備 preparecoffeemachine prepareandstockthewaiterssideboard 預(yù)備咖啡機 預(yù)備儲存適量的水在邊柜中 preparecoffeecupsandmildjugs preparebreads 預(yù)備咖啡杯及咖啡壺 預(yù)備面包 prepareunderliners preparebutters 預(yù)備涂抹器具 預(yù)備黃油 setupdesserttrolley cleanequipment 餐車擺臺 清潔設(shè)備 vacuumrestaurantpublicareas 餐廳公共區(qū)域吸塵Thewaiterssideboard(Workbench)服務(wù)員邊柜Howwellyoursideboardissetupcanmakethedifferencebetweenthecustomerhavingagoodorabadexperience–ifyougetbehindyouwon’tcatchup.That’swhyitisveryimportantthatyouexercisecareandgivethoughttothepreparationofyoursideboard.邊柜擺臺情況將會阻礙顧客對酒店印象的好壞–假如你沒有注意到這些你今后會使服務(wù)不及時。這確實是什么緣故你對邊柜預(yù)備工作及擺臺是專門重要的緣故。Itemskeptonorinyoursideboardmayinclude:邊柜擺臺及儲存所需注意之項目：Servicecloths清潔布Clearingtrays潔凈托盤Serviceplate(forcarryingcutlery)服務(wù)托盤（用以送餐具）Accompaniments–e.g.pepper,mustards…調(diào)味品諸如胡椒、芥末等Asuppleofcleancrockeryandcutlery潔凈餐具及瓷具Scribblepad,docketbook,pens,menuandspecials 意見薄、記事薄、鋼筆、菜單及其它Asupplyofserviettesandtablelined餐巾及桌巾Cleanashtraysandmatches潔凈煙碟及火柴Servingspoonsandforks湯匙及刀叉Underliners(doilyplates)裝飾小桌巾Winelistif‘singlehanded’service酒單Coffeewarmers咖啡加熱器SettingTheAtmosphere–theFinalCheck氣氛布置–最后的檢查Oncealltaskshavebeencompleted,takeafewmomentstocheckonanymaintenanceitemsintherestaurante.g.damagedequipment,torncarpets,blownlightglobes…reportproblemstothesupervisors.當(dāng)所有擺臺完畢，用幾分鐘時刻再次檢查餐廳所有各項維修狀況，例如損壞的設(shè)備，破舊的地毯，開裂之處等，將問題報告給主管。Onceagaincheckalltablesetting.Settheatmosphereoftherestaurant,ensurelightingisatthecorrectlevel,backgroundmusicissetandallplantsandfurnitureareintherightposition.Allstaffaretobeinthecorrectuniformsandproperlypresented.再次檢查所有擺臺。布置餐廳氣氛，確保燈光強度適宜，背景音樂正常，植物及設(shè)施擺放地點正確。所有職員身著正確制服并表現(xiàn)適宜。Beforecustomersarriveyouneedtoaskthekitchenfor:當(dāng)顧客到達之前，你須向廚房詢問如下事項：Specials專門事宜Soupoftheday例湯Fishoftheday是日鮮魚Vegetables時蔬Desserts餐后甜品Anymenuitemsnotavailable所有菜單上菜肴有預(yù)備 Alltaskscompleted,youarenowreadytoreceiveyourcustomers. Note:Checkthetoiletsarecleanandthereisasufficientsupplyoftowels/ toweling,soap…ifnot,reportthistoyoursupervisor. 當(dāng)所有預(yù)備結(jié)束，你能夠講差不多預(yù)備好了迎接顧客。 注意：檢查衛(wèi)生間是否潔凈，毛巾、香皂等是否預(yù)備好。如沒有，立即報告 給你的主管。TheReservationsDiary預(yù)定日志Mostrestauranthaveareservationsdiarylocatedattherestaurantreceptionorcashier’sdesk.Whencustomersenteretherrestaurant,welcomethemandestablishwhethertheyhavemadeareservation–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。當(dāng)顧客進入餐廳時，問候之后確認(rèn)他們是否做了預(yù)定-假如做了預(yù)定，在預(yù)定日志是注明客人已到。假如不是，請他們留下姓名之類信息后安排他們?nèi)胱?。此程序的好處在于它關(guān)心你及同事確認(rèn)客戶姓名，假如客人打來電話將推遲活動或遲來客戶來參加將會專門方便你為他們找到桌位。TakingaReservation同意預(yù)定Fromtimetotimeitwillbenecessaryforyoutotakereservationsinpersonoronthetelephone.Theinformationyouneedtoobtainincludesthedateandtimerequired,thenameandnumberofguestsalongwithanyspecialrequestsandacontacttelephonenumber(optional).專門有可能不時有客人親自或電話預(yù)定。你需要掌握的信息有日期，時刻，客人姓名，客人數(shù)量及其它專門要求，并記下聯(lián)系電話號碼。Thekeypointsinsuingthetelephoneinclude:接電話的要點answerthetelephonepromptly–within3rings 在電話鈴響3聲內(nèi)接起電話：putasmileinyourvoice語調(diào)能讓人感受出你在微笑paceyourwelcome--“goodafternoon”表達你的歡迎：“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，盡量清晰、簡練；Identifydepartment,yourselfandgiventimeofthedaylike,“LeGrandrestaurant,GoodMorning,Mayspeaking”.明確地報上你所在部門、你的姓名、時刻，例如：“早上好，西餐廳，我是XXX”Takereservationonlyinpencil,writeclearly.用鉛筆清晰地寫下預(yù)定EnsurecorrectNamespelling.確保姓名拼寫正確Alsotakefirstnameorinitial.同時寫下姓氏Taketelephonenumbersofanypartiesof5paxormore,knowhowmanyreservationfortoworfourtheparty.記下任何預(yù)定的電話號碼，明白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)即詢問清晰Andrepeatthename,address,phonenumberandGuestorder.重復(fù)姓名、地址、電話號碼、及客人定單內(nèi)容。 Benefitsofthetask:以上所述有利之處：Assuresguestofavailableseatingatspecifictime在特不時刻能為客人安排座位Allowsformarkingspecialrequests將客人特不要求記錄下來Helpsinplanningtablespace關(guān)心分配餐桌預(yù)定Helpsinlaborforecasting關(guān)心預(yù)算需多少人手Helpspredictnumbersofgueststoexpect關(guān)心可能有多少客人Offersadvanceknowledgeofotherin-houseRestaurantandpromotionsrequests.提供關(guān)于酒店餐廳及特式的進一步信息。 Steps步驟 Pictures/script實景描述1. Answertelephonewithinthreerings 1.“Goodmorning(afternoon, appropriategreeting evening),(userestaurant 在鈴響三聲內(nèi)接電話，恰當(dāng)?shù)貑柡蚩腿? name)Thisis(yourname)Identifyrestaurantandself MayIhelpyou?”報出餐廳名稱及你自己的姓名 早上好，（下午好、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？Takeoutreservationbookandopentocurrentdate 拿出預(yù)定本并打開到當(dāng)天Actquicklyandefficiently動作迅速及有效Donotflippagesintophoniertalktoothersaroundduringphoneconversation.當(dāng)接電話時勿當(dāng)面翻來翻去或與他人講話Usepleasantvoice,notmechanicalorrushing.以一種歡樂的聲調(diào)講話，切勿生硬及粗魯：3. Findoutkeyinformationfromguest 4.“Whatisthename,please? 從顧客那兒掌握正確的信息 “請問貴姓”Name姓名 (pause)暫停Dateofreservation預(yù)定日期 Thankyou感謝Timeofreservation預(yù)定時刻 Whenwillyoubejoiningus Mr.Guest?(pause) 您哪天來（暫停） Whattime?”(pause) 您什么時刻來（暫停） Howmanyinyourparty?” 請問您們總共有多少人？5. Checkreservationbookavailabilityofdateandtime 檢查預(yù)定本上有效時刻及日期Actquicklyandefficiently動作迅速有效Doublecheckdateattopofpages再次檢查每頁上方的日期6. Makereservation做預(yù)定 7.“Seven-thirtywillbefine,Mr.Writeguest’snameinappropriateplace Guest.We’llhavetablefortoreservetimeanddate tworeadyforyou.”在適當(dāng)?shù)攸c寫下客人姓名，并預(yù)約時刻 7：30如何樣，XXX先生，及日期 我們將為您預(yù)留兩個人的臺位Tellguestthatspacewillbereserved告訴顧客預(yù)定的臺位8. Findspecialrequests特不要求 9.“IsthereaparticulartableyouAskguestifacertaintableofotherspecial wouldlike,oranyotherrequirementsaredesired specialrequestwecantake詢問顧客是否還有其它特不要求 careof?”Askforguest’slocalphonenumber “MayIhavealocalphone留下客人的電話號碼 numberwhereyoucanbe reached?” 您還想在訂不的特不桌位嗎？ 或您還有不的特不要求嗎？我 能留下您的電話號碼以方便聯(lián)系 10. Closeconversation結(jié)束預(yù)定 11.“We’lllookforwardtoseeingTellguestthatyoulookforwardtoseeing seeingyouon(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，請打個 電話通知我們Welcomingcustomers迎接客人Customersexpectimmediate,friendlyandcourteousservice.ItisimportanttomakecustomersfeelwelcomeandcomfortablewhentheyvisityourestablishmentAlwaysgreetcustomerswithasmileandacheerful“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，使客人感到舒適及受歡迎是專門重要的。通常問候客人時要面帶微笑，以一種愉快的語調(diào)講：“早上好/下午好等”，如有必要，正確稱呼客人的姓名。（大多數(shù)人都喜愛他人認(rèn)識并引人注意。）Attendtocustomerspromptly,ifyoucan’tgetthereimmediatelyindicatetothecustomerthatyouhaveseenthemandyouwillattendtothemassoonaspossible.Thereisnothingworsethanstandingandwaitinginthedoorwayofarestaurant.立即迎接顧客，假如你不能立即這么做，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。Thecustomerwillappreciateyoursenseofurgencyandconcern.客人對您給予他們的關(guān)懷及注意將會專門欣賞。SeatingaCustomer引客人入座Oncethecustomershavebeenwelcomed,anddetailschecked,collectmenusandleadcustomerstothetable–thisreducesconfusionbecauseyouandtheyknowwheretogo.Presentthetabletothecustomersandassistwithseating.Takeanycoatsatthispointifnecessary.當(dāng)已問候完畢顧客并確認(rèn)了詳細情況，現(xiàn)在你需拿著菜單引客人入座–這將減少迷惑因為你和顧客都明白該向哪個桌位走。向客人指出桌位位置并關(guān)心他們?nèi)胱?。如有必要，關(guān)心他們拿衣服。Unfoldserviettesandplaceoncustomers’laps.Checktoseeifallcustomersarecomfortable.Serviettessitbestwhenfoldedonthediagonalandplacedonlap.Presentmenusandexplainspecials.Attendtocustomersrequestsasrequired.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、需要則給予關(guān)心。Greeting問候Onlydesignatepersonnelshouldgreettheguest,ifthehostessistoobusy,adesignatedcaptainorheadwaitershouldgreetandseattheguest.Itisusuallymorecordialinafinediningroomatdinnertime,guestnamesshouldbeusedingreeting,ifknow.Butthestrangershouldbegreetingwiththesamecordialityasregularpatron.Makethemfeeltheyarewelcome.只需派一個人問候，如故領(lǐng)位專門忙，指定的領(lǐng)班或服務(wù)員就應(yīng)代替問候并領(lǐng)入座。通常餐廳就餐時刻，假如明白并直接稱呼客人姓名問候客人，會令客人專門快樂。但關(guān)于第一次來酒店消費的客人也會專門快樂?？傊?，使他們感受到他們專門受歡迎。Whenagentlemenorladycomesinalone,greathim/herpleasantly“GoodMorning”or“GoodEvening,Thiswayplease.”當(dāng)一位男士或女士獨自來用餐，應(yīng)用專門快樂的語調(diào)問候：“早上好”或“晚上好，這邊請”。Don’tsay“JustOne?”or“Areyoualone?”Ifguestshasnoreservationandthereisnotableavailable,advisehimwithafriendly“PHRASE”andlethimknowthewaitingtime.“Iamsorry,sir,butwearecompletelybookinguntil9:00.WouldyoucaretohaveacocktailintheLoungeandI’llcallyouassoonasIhaveatableforyou.”不要講：“就一個人”或“您一個人嗎？”。假如客人未預(yù)定而且現(xiàn)在也沒有空位子，以一種友好的語調(diào)建議顧客讓他明白還需等多長時刻才有空位?！皩Σ黄?，先生，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，我會立即通知您?！盨eating以客人入座Anefficienthostessknowswhatseatsareavailablewithouthavingtoasktheguesttowaitwhileshelooksforatable.ThehostesswhennotengagedgreetingandseatingguestsshouldscantheDiningRoomquicklytocheckontheavailabletables,theguests’progressindiningandwhetheraguestisinneedofservice.Whenextraset-upsandchairareneedatatable,havethesechangesmadebeforetakingthegueststothetable.CommonsensedictateswherepartiesofguestsshouldbeplacedintheDiningRoom,utilizetablesaccordingtopartysize.Don’twalktoofast,otherwise,you“LOSE”yourguestsorhefeelsrushed.一個工作效率高的領(lǐng)位明白哪個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人入座時，他能夠?qū)ｉT快地掃一眼餐廳并查出哪一張桌子是未預(yù)定出去的，用餐客人還需等多長時刻結(jié)束用餐及客人是否需要服務(wù)。當(dāng)客人需要特不的擺設(shè)或椅子時，應(yīng)當(dāng)在帶客人入座前完成這些變動。一般來講，客人用餐桌子的大小應(yīng)與來用餐人數(shù)多少一致。講話時注意速度不宜過快，否則你會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職職員作中常見的。然而，要緊注意如下：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.任何時刻你最初接觸客人時，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.當(dāng)接到餐前酒水單時有一點專門重要，你必須明白此酒水是由什么調(diào)治而成的，是屬于啤酒類的依舊屬于白酒類。重復(fù)一遍酒水名稱以再次得到確認(rèn)。Whentheorderhasbeentaken,writeuptheaccountandorderdrinksformthebarorprepareandgarnishdrinks.當(dāng)差不多確認(rèn)酒水后，從酒吧取出酒水單填好，并預(yù)備酒水。Placecoastersandsavoriesasappropriateandservedrinks.Removeemptyglassesasnecessary,offeranotherround.將酒放在小型酒架上為客人提供酒水。必要時將空酒杯移走并提供給客人潔凈酒杯。3.ServingFood提供食品服務(wù)Introduceyourselftothetablehost(ifthisisthehouserule).Itisafarmorepersonalapproachifthecustomercancallyoubyname.Befamiliarwiththemenu,preparationmethodsandaccompanimentsasyouwillberequiredtoanswerquestionsandmakesuggestions.向客人作自我介紹（假如酒店有此規(guī)定）。這是一個專門直接與人打交道的方式，假如客人能稱呼呢的姓名。熟悉菜單，作好充分預(yù)備以隨時能回答問題壁柜內(nèi)給予建議。3.1OrderTakingSequence服務(wù)順序Whencustomersareready,youmaytaketheorder.Itisimportanttoadoptastandardsequencewhentakingorders,alwaysleavingthehost(whethermaleorfemale)tolast.當(dāng)客人差不多入座，你就要開始提供服務(wù)。當(dāng)提供服務(wù)時專門重要的一點確實是采取標(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)A isfor ACCURACY 即準(zhǔn)確B isfor BREVITY(Shortname) 即快速C isfor CLARITY 即清晰Penandcorrectscratchpadshouldalwaysbeready.隨時預(yù)備鋼筆及草稿紙。Knowwhoisthehostofthepartyandsuggestrightawaythepromotionmenutotheguestfirst.明白誰是主客，誰是來賓，并推舉正確的特式菜單給來賓。Standcloseenoughtobeabletoherandanswerguest’sorder,orrecommendseasonalspecialty,andrepeatthedoor.站距適當(dāng)以能聽見或被聽見客人的要求，或推舉季節(jié)特式。Repeattheorderaftertheguestswritedowntheorderontheorderpad.當(dāng)客人在點菜單上填好所點菜肴后應(yīng)重復(fù)一遍。REMEMBER:NEVERmissachangetosell.Inordertohaveallitemsclearlywrittendown,filltheorderedfoodfromyourscratchpadtoacaptain’sorderfromandthenforwardthesametothekitchen.Beverageordershouldbegiventothebar.Forlunchorderedfooditemsmaybeservedtogether.Fordinner,however,youwillhavetokeepasequenceofservingthefood.Toarrangemenueachitemcomeonebyoneorcometogether.謹(jǐn)記：決不錯過一個銷售機會。為使所有的事項清晰地記下，在草稿紙上寫下所點食品，遞與領(lǐng)班并與廚房所收單據(jù)相對比。酒水單應(yīng)遞到酒吧處。午餐所點菜可一起送上，但其它用餐時刻應(yīng)依次提供。假如已安排好的菜肴，則可一起送上或一盤一盤的送上。Theorderslipsasarequisitionforyourfoodandbeverageordered,thebarorthekitchenshouldproperlyandclearlyreadwhatyouhavewrittenontheorderslip.所有對食品及酒水的需要，酒吧及廚房應(yīng)認(rèn)真、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.決不能不記得：寫下你的姓名（首先是服務(wù)職員號等），日期，客人人數(shù)，桌號等。3.2TheScribblePad記事本Itiscommonpracticetotakeordersonascribblepadnotingthefollowinginformation:-tablenumbers,numberofcustomers,thetimetheorderwastakenandofcourse,theorder.Anumbersystemorcustomerdescriptioncanbenotednexttoeachorder.Thisisusedtoavoidaskingcustomerswhattheyhaveorderedwhenitcomestoservingthemeal.通常的方式是將客人需求寫在記事本上，注意并跟進，如：桌號，客人人數(shù)，接到客人要求的時刻，因此還有客人需求。如此可幸免詢問客人他們已點了什么菜，及什么時刻提供。Ascribblepadorsimilarcontributesnotonlytothesmoothoperationofyourtablesbutalsoallowsotherstafftostepinatanystageandassistyou.Itisnecessaryforeveryoneintherestauranttousethesamesystem.記事本或類似的本子不僅會使你工作順利進行，而且會使其他職員能在工作進展的任何時刻給予你關(guān)心。關(guān)于在餐廳工作的職員來講那個方法是專門有效的。3.3DocketSystem入廚單Thecoffeeshopdocketconsistsofthreepages.Thefirstpagehasfourperforatedsectionsthatmustallcontainthewaitersnameandthetablenumber.Thesecondandthirdcopiesgostraighttothecashier.咖啡廳入廚單是一式三聯(lián)的。每一聯(lián)有四個組成部分，所有單據(jù)都要有職員姓名及桌號。第二、第三聯(lián)直接送到收銀員處。Thesupervisorondutywillallocatesectionsanddockettothewaitingstaff,thisisshownbyacolorcodedfloorplan.當(dāng)班主管將分派給所有職員入廚單。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。入廚單不同意被撕毀，如有寫錯，只需劃去并由主管簽字即可。 LunchandDinner午餐及晚餐 Usuallythefirstordertobetakenisfordrinks(exceptbreakfast).Thedrink waiterwillinformthewaiterwhatmustbeputonthedocket.通?？腿耸窍纫笏蜕巷嬃希ǔ嗽绮停?。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：Takethedocket(lowernumberfirst)andwritedowncustomersorder,tablenumber,date,persons,etc.取出入廚單（先用號小的），寫下客人需求，桌臺號，日期，人數(shù)等。Whenguestsarereadytoordertheirmeals,taketheorderusinganotpad.Writetheorderdownaccordingtoaseatingplan.i.e.當(dāng)客人送上主食時，依照客人原訂座位，記下客人需求。 WINDOWS.O.D OYSTERSKIPSirloinM/R MadrasVeg VegS.O.D Chick&ComSoupMadagascar FlounderVeg SaiCourments OystersNatFehuccini SirlionWD SALTransferorderontoadocket–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臺號 人數(shù) 服務(wù)員TableNo. No.ofPerson WaiterFBS21970801 No.0112891 TheperforatedcopygoestotheChef.Placeitonthespikeandcall“ordering” makingsuresomebodyhearsyou.Theremainingpartsgostraighttothecashiers blackbasket. 復(fù)印一份給總廚。將入廚單掛在釘上，并講“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.B Itisextremelyimportantthatallwritingofthedocketisclearandconcise. 注意：所有入廚單必須書寫清晰簡練，這是十分重要的。Thecashierwillthenpricethedocketandfileunderthetablenumber.收銀員將核算入廚單上的價格并將單據(jù)放在桌號下。Anyadditionalitemsmustbewrittenonthedocketwithanasterixbesideandplacedinthebasket.Thecashierwillthenknowwhichitemstoaddtothebill.另加菜肴必須寫在入廚單上并在旁邊注明。收銀員就會明白哪一份菜肴應(yīng)加入帳單中。 入廚單 FOODDOCKET臺號 人數(shù) 服務(wù)員TableNo. No.ofPerson WaiterFBS21970801 No.0112891Whentheguesthasfinishedandrequirednothingelse,itistimetotakethebillout.Collectthebillfromthecashier.Thecashierwillcheckthateverythinghasbeenrungupandplacethebillinafolder.當(dāng)客人用餐完畢，不再需要其它事物，現(xiàn)在能夠結(jié)帳。從收銀員處取帳單。收銀員須檢查每一項目都有記錄并夾在一起。Deliverthefolder’totheguest.將所有帳單送至客人處。Theguestwilleitherpaycash,creditcardorchargetheaccounttohis/herroom.客人可付現(xiàn)金、信用卡或記入房帳。ReturnthefoldertotheCashierwhowillprocessit.將帳單返回收銀員處作單。Itthereisanychangeorreceiptstobereturnedtotheguest,returnitinafolder.如有不的單據(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,except RoomServicedocketsarenotperforated. 送餐服務(wù)的入廚單與餐廳的入廚單差不多相似，但送餐服務(wù)的入廚單上沒有打 孔。 TheRoomServiceorderiswrittendirectlyontothedocketandrungupbythe Cashier.Thetopcopyisplacedonthespikeinthekitchen.LettheChefsknowit istherebycalling“ordering”.TherestofthedocketisgiventotheRoomService waiterwhowillgetthetrayready. 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 聲講：“下單了”讓主廚明白。余下名單需送往送餐部服務(wù)員并預(yù)備好托盤。 Hewillthentakethemealupwiththedocketandgetthedocketsignedbythe guests.TheRoomServicewaiterreturnstothecashierwiththedocketreadytobe processed.送餐服務(wù)員將托著客人所點食物、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。AdjustingCutlery調(diào)整餐具Youneedtobecomefamiliarwithhowyourchefpresentseachmenuitemssothatyoucangettheappropriatecutleryforthecustomertocomfortablyeateachdish.你必須專門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箍腿藢ｉT舒適的用餐。Withtheorderinthekitchen,thenextthingtodoispreparethetablefortheorder.Refertothescribblepadforcutleryrequirementsandplacecutleryonadinnerplatelinedwithaserviette(serviceplate).Carrytothetableandplacecutleryinfrontofcustomersinthesamesequenceastheorderwastaken.Removeanyexcesscutlery.Whenadjustingcutleryyoushouldtrytodoitwithoutreachingacrosscustomers.當(dāng)單子送至廚房后，接著要做的是預(yù)備餐桌。依照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)整餐具時盡量不要從正面而從側(cè)面取走。ServingFood提供飲食服務(wù)Alwaystakeyourscribblepadtothekitchenwhencallingawaymeals.Thisistoensureyoureceivethecorrectandentireorder,doublecheckingyourcustomersrequirementse.g.specialsaladdressing.當(dāng)通知廚房任何客人所需菜肴時要帶著筆記本，這是為了確保接到的定單正確，要再次檢查顧客的需求，例如色拉調(diào)味品。Hotfoodisservedonhotplates–wheneveryougothekitchentakeyourserviceclothsandtray(ifapplicable)withyou.熱的食物應(yīng)提供熱盤–不管什么時候你只要去廚房你就必須帶著餐布及托盤（假如是能夠用的）。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專門近以方便客人取。Ensureallaccompaniments–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能夠問客人是否喜愛這些菜肴。時刻保持對顧客的關(guān)注，例如：所有客人都有在吃惟有一位客人在觀望你就要想他需要什么。Attendtocustomerrequests.Asageneralrule,nevergotothekitchenemptyhanded.留意客人的需要。一般來講，每次去廚房時都不要空著又手。BasicServiceRules差不多服務(wù)守則TotreattheGuestasa“King”客人確實是“上帝”Servetheguestwithenjoyment能夠歡樂地為顧客服務(wù)Neverdoquarrelwiththeguest絕不與顧客爭吵Whenyougooffdutyorleavingtheworkingarea,youmustinformthepersonincharge,andmakeahandoverlist.當(dāng)你下班或離開你的工作區(qū)域時，你應(yīng)當(dāng)向主管講明并作一個交接單。Silver,china,glass-wareandcondimentmustbecleanandingoodconditionbeforetheyareputbackintothestorageplace.在將銀器、瓷器、玻璃器皿及調(diào)味品放入庫存時必須保持潔凈及良