【正文】 e only when all the food for the course of a table is ready.2. Arrange items so that it can be served in sequential order around the table.1. 當(dāng)所有的飯菜準(zhǔn)備就緒的時(shí)候開(kāi)始上菜。2. 安排好飯菜的位置，保持上菜的連續(xù)性。l For hand service, Carry no more than 3 plates one time.l Use hand service whenever possible. If unable to pick up and serve all food at the table, find another waiter to assist.l Pick up cold food first then hot food.l 用手服務(wù)的話，上菜一次不要超過(guò)3盤(pán)l 如果飯菜太多，找其他服務(wù)員協(xié)助上菜。l 先上冷菜然后熱菜。Serve food and condiments服務(wù)飯菜以及調(diào)味品1. Approach table and smile2. Serve each guest from guest right hand side using right hand.3. Announce the name of the dish when serving, and explain the dish if requested. 4. Wish guest to enjoy their food before you leave the table1. 靠近餐桌，微笑服務(wù)。2. 在客人的右手邊，身體微傾用右手提供服務(wù)。3. 當(dāng)為客人上菜時(shí)為客人報(bào)菜名，如客人需要告訴客人菜的做法。4. 在離開(kāi)餐桌之前祝?？腿擞貌陀淇靗 Serve lady first, then move clockwise.l Utilize numbering system. Never ask who’s having what.l Items should be placed with meat facing guest at 6 o’clock.l 女士?jī)?yōu)先，然后順時(shí)針旋轉(zhuǎn)。l 用數(shù)字編號(hào)的形式服務(wù)。永遠(yuǎn)不要詢問(wèn)“誰(shuí)要什么，什么”。l 放有肉制品的飯菜要在顧客的六點(diǎn)鐘的方向。Detail table and continue service收拾餐桌繼續(xù)服務(wù)1. Look at the table carefully2. Remove any item not needed by guest.3. Replace any cutleries if necessary.4. Offer additional items before guest needs.1. 仔細(xì)的看一下餐桌。2. 撤走所有客人不需要的東西。3. 如果有需要用干凈的餐具替換。4. 在客人沒(méi)有提出需要之前幫客人準(zhǔn)備好他們所須的。l Any ashtray with one cigarette butt will be changed.l Service will be consistently friendly, outgoing, attentive, unobtrusive and professional.l Refill should be done in discreet manner and no beverage glass should be less than 1/4 full unless additional beverage is not availablel 所有的煙灰缸有一個(gè)煙頭就要馬上更換煙缸。l 必須提供連續(xù)不間斷的、熱情周到、有條不紊的專(zhuān)業(yè)化服務(wù)。l 續(xù)杯的時(shí)候要仔細(xì)、認(rèn)真并且在杯中的飲料不到1/4之前就要及時(shí)續(xù)杯，除非現(xiàn)有的飲料量不夠。Ascertain needs明確顧客的需要1. Approach guest table immediately after the delivery of food to inquire. Ex: “Is there anything else I might bring you this time? Would you care for more chilli sauce?”1. 客人點(diǎn)的飯菜上桌后要快速的走過(guò)去詢問(wèn)，例如：您還需要?jiǎng)e的什么嗎？您需要再來(lái)一點(diǎn)辣椒油嗎？l Avoid question “Is everything alright?”l 不要這樣問(wèn)客人：“所有的飯菜都還好吧？”Quality Assurance保證質(zhì)量Ask guest for ment and feedback向顧客詢問(wèn)對(duì)于產(chǎn)品的意見(jiàn)以及顧客的反饋l After meal before dessertl 在用餐結(jié)束后甜點(diǎn)之前Clear Plate from Table清理餐桌上的盤(pán)子1. Approach table, smile, and get guest approval. Ex. “Excuse me, May I clear your plate?”2. Collect 1st plate and cutleries from guest right hand side, using right hand.3. Transfer plate to left hand and hold it with your thumb amp。 index finger. 4. Arrange cutleries so that fork is pointing away from you. Then hold the plate and fork with your thumb firmly on the base of the fork handle. Then slide the knife under the fork.5. Collect 2nd plate and balance it on your lower left forearm and the ball of the thumb, and support it with other fingers.6. Using either the fork or knife, scrape any leftovers onto the first plate, slide the second knife under the first fork and place the second fork along the first fork.7. Collect 3rd plate and leave on top of the scraped ones as is but repeat the flatware placement.1. 行近餐桌，保持微笑，得到客人允許之后進(jìn)行服務(wù)。例如：“打擾一下，我可以清理一下您的盤(pán)子嗎？”2. 收盤(pán)子的時(shí)候注意從客人的右邊，用右手收起第一個(gè)盤(pán)子。3. 用大拇指與食指端盤(pán)，把盤(pán)子換到左手。4. 調(diào)整好餐具防止從手中掉下，然后用手指固定好刀叉拖起盤(pán)子，然后把刀放到叉的下面。5. 清理第二個(gè)盤(pán)子用前臂和大拇指使之平衡，同時(shí)用其它的手指來(lái)支持第一個(gè)盤(pán)子的重量。6. 可以使用刀叉時(shí)，把殘留物擦到第一個(gè)盤(pán)里。第二個(gè)刀放在第一個(gè)叉的下面，第一個(gè)叉和第二個(gè)叉并排放一起。7. 收第三個(gè)盤(pán)子并放在已清理的第二個(gè)盤(pán)上，刀叉的擺放依上所述。l Tables are cleared only when all guests have pleted eating their course.l If you need assistance, get it before begin to clear.l Clear plates, cutlery and scraps without any noise.l Start with lady, then move clockwisel It is advisable to collect the plate with the most leftover on it firstl Don’t stack plates too high. Limit yourself to 4 plates at one time.l 只有所有的客人在用完餐之后才能開(kāi)始清理餐桌。l 如果需要幫助，在開(kāi)始清理之前就應(yīng)該確定幫你的人。l 清理盤(pán)子，餐具，并小聲地處理盤(pán)里的殘留物l 從女士開(kāi)始，然后順時(shí)針旋轉(zhuǎn)。l 建議首先清理有最多剩菜的盤(pán)子l 不要把盤(pán)子堆的太高,一次限定自己只拿4個(gè)盤(pán)子Crumb down a table.清除桌子上的碎屑。1. Prepare waiter’s cloth and BB plate, or the crumber.2. Approach the guest on their lefthand side and say, “excuse me, sir/madam.”3. Bend from the waist forward and place plate in left hand against the edge of the table.4. Efficiently brush crumbs towards the edge of the table where the plate is.5. Once the table is done, place the soiled utensils on service tray at the working station.1. 使用專(zhuān)門(mén)的餐巾或清潔面包屑的器具，配合面包黃油盤(pán)來(lái)清理2. 站在客人的左手邊面帶微笑的說(shuō)“打擾一下先生/女士”。3. 探身彎腰，盤(pán)子在左手并靠近桌子的邊緣。4. 及時(shí)地把面包屑刮向桌子邊緣的盤(pán)子里。5. 一旦清除碎屑，要把臟的器具放在工作臺(tái)的服務(wù)盤(pán)里。l Ensure that all cutlery and plates have been removed.l Start with female guest (if applicable) to the host/ess (if known) last.l 確保所有的刀叉和盤(pán)子都被移走l 女士?jī)?yōu)先（先賓后主）Prepare check準(zhǔn)備賬單1. Ensure that we have ascertained that no additional items will be ordered.2. Check if all items have been punched in and charged correctly before cashier printing.3. Request printing to cashier by informing table no. required.4. Place the check in folder and keep on the station ready to be presented1. 我們必須確定客人沒(méi)有任何其他的需要。2. 在客人買(mǎi)單之前，我們要檢查輸進(jìn)電腦的客人用餐的所有項(xiàng)目，確保準(zhǔn)確無(wú)誤。3. 在收據(jù)上面同樣要打印餐桌的號(hào)碼。4. 把賬單保存在文件夾里，放在工作臺(tái)上，如果客人需要時(shí)及時(shí)出示。 l Check must be clean, neat and accurate.l Never review check next to guest tablel Never write anything on the check.l Cover must be clean and in excellent condition.l 賬單必須清楚無(wú)誤。l 不允許在客人餐桌附近對(duì)照賬單。l 不允許涂改賬單上的相關(guān)內(nèi)容。l 文件夾的封面必須潔凈，沒(méi)有破損。Present check to the guest向客人出示賬單1. Collect ready check at the station.2. Present closed folder check to the guest from guest’s right hand side using right hand.3. Place a ready to use pen on the folder, pointing towards guest.4. Walk away and keep a distance from the guest while waiting for settlement.1. 把所有的賬單收集好放在工作臺(tái)上。2. 在客人的右手邊用右手向客人出示折起來(lái)的賬單文件夾。3. 在文件夾上準(zhǔn)備好筆，筆尖朝向客人。4. 在顧客等待結(jié)算的時(shí)候，與顧客保持一定的距離。l Check should be place facing guest.l Use Xianglu GRAND pen.l Do not rush guest to settle or wait at the table.l Do not stand next to guest when they review check.l 賬單需要放在面向顧客的位置。l 用標(biāo)有翔鷺集團(tuán)標(biāo)志的筆。l 不要催顧客結(jié)賬，不要在餐桌前等。l 在顧客檢查賬單的時(shí)候不要站在顧客的旁邊。Settle Guest Check支付客人支票Cash