【正文】 erage order pad 酒水單 Service Station Setup 服務(wù)臺(tái)擺臺(tái)Coffee cup Saucer Milk Jug Ashtray咖啡杯 碟子 奶壺 煙碟Sugar Bowl BB Plate Tea Bag Toothpick糖罐 燒烤盤 茶袋 牙簽Carnation milk Table mat Sauces Dolly Paper三花淡奶 桌墊 醬油 紙花墊Match Cloth Napkin火柴 口布Tea – Cocktail Counter Set up 茶、雞尾酒擺臺(tái)Warmer Tea pot Ashtray Coffee cup加熱器 茶壺 煙碟 咖啡杯Saucer Glass Ice Cube Holder碟子 杯子 冰夾Cocktail Garnish Juices Tea Lemon雞尾酒裝飾品 果汁 茶 檸檬Cherry Umbrella Sticks Dolly paper櫻桃 裝飾用小傘 小木簽 紙花墊Tray Jam Tent Card Wine basket托盤 果醬 卡片 酒籃Towel Paper Napkin毛巾 餐巾紙Straw Captain Order Book Order Stand吸管 定餐單 定單夾Milk Flask Tea bag BB Plate牛奶 細(xì)頸花瓶 茶袋 燒烤盤General 一般用品clean menus check supply of lined干凈菜單 檢查布巾的供應(yīng) prepare salt and peppers write up specials (on blackboard) 準(zhǔn)備鹽及胡椒 記下特別之處（寫在黑板上） polish glassware fold serviettes 干凈玻璃器皿 折疊餐巾 polish cutlery properly store equipment 干凈餐具 適當(dāng)儲(chǔ)存設(shè)備 prepare coffee machine prepare and stock the waiters sideboard 準(zhǔn)備咖啡機(jī) 準(zhǔn)備儲(chǔ)存適量的水在邊柜中 prepare coffee cups and mild jugs prepare breads 準(zhǔn)備咖啡杯及咖啡壺 準(zhǔn)備面包 prepare under liners prepare butters 準(zhǔn)備涂抹器具 準(zhǔn)備黃油 set up dessert trolley clean equipment 餐車擺臺(tái) 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 won’t catch up. That’s why it is very important that you exercise care and give thought to the preparation of your sideboard.邊柜擺臺(tái)情況將會(huì)影響顧客對(duì)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)不及時(shí)。這就是為什么你對(duì)邊柜準(zhǔn)備工作及擺臺(tái)是很重要的原因。Items kept on or in your sideboard may include:邊柜擺臺(tái)及儲(chǔ)存所需注意之項(xiàng)目：l Service cloths 清潔布l Clearing trays 干凈托盤l Service plate (for carrying cutlery) 服務(wù)托盤（用以送餐具）l Acpaniments – . pepper, mustards… 調(diào)味品諸如胡椒、芥末等l A supple of clean crockery and cutlery 干凈餐具及瓷具l Scribble pad, docket book , pens, menu and specials 意見薄、記事薄、鋼筆、菜單及其它l A supply of serviettes and table lined 餐巾及桌巾l Clean ashtrays and matches 干凈煙碟及火柴l Serving spoons and forks 湯匙及刀叉l Underliners (doily plates) 裝飾小桌巾l Wine list if ‘single handed’ service 酒單l 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 pleted, take a few moments to check on any maintenance items in the restaurant . damaged equipment, torn carpets, blown light globes… report problems to the supervisors.當(dāng)所有擺臺(tái)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 uniforms and properly presented.再次檢查所有擺臺(tái)。布置餐廳氣氛，確保燈光強(qiáng)度適宜，背景音樂正常，植物及設(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)：l Specials 特殊事宜l Soup of the day 例湯l Fish of the day 是日鮮魚l Vegetables 時(shí)蔬l Desserts 餐后甜品l Any menu items not available 所有菜單上菜肴有準(zhǔn)備 All tasks pleted, 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 reservations diary located at the restaurant reception or cashier’s desk. When customers enter ether restaurant, wele 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 this procedure as it will assist you and your colleagues 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(tái)。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(qǐng)他們留下姓名之類信息后安排他們?nèi)胱４顺绦虻暮锰幵谟谒鼛椭慵巴麓_認(rèn)客戶姓名，如果客人打來電話將推遲活動(dòng)或遲來客戶來參加將會(huì)很方便你為他們找到桌位。B. 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 contact telephone number (optional).很有可能不時(shí)有客人親自或電話預(yù)定。你需要掌握的信息有日期，時(shí)間，客人姓名，客人數(shù)量及其它特殊要求，并記下聯(lián)系電話號(hào)碼。The key points in suing the telephone include: 接電話的要點(diǎn) answer the telephone promptly – within 3 rings 在電話鈴響3聲內(nèi)接起電話： put a smile in your voice 語調(diào)能讓人感覺出你在微笑 pace your wele“good afternoon” 表達(dá)你的歡迎：“下午好” “so and so restaurant” “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(jiǎn)練；l 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、你的姓名、時(shí)間，例如：“早上好，西餐廳，我是XXX”l Take reservation only in pencil, write clearly. 用鉛筆清楚地寫下預(yù)定l Ensure correct Name spelling. 確保姓名拼寫正確l Also take first name or initial. 同時(shí)寫下姓氏l 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)定的電話號(hào)碼，知道如何為兩人或四人預(yù)定l Reservation are marked directly in the reservation book. 預(yù)定應(yīng)直接記錄在預(yù)定本中l(wèi) Try to ask for dinner budget, etc. 詢問客人頂餐最大預(yù)算金額l Something you don’t understand, please, ask again. 如有不明白之處當(dāng)即詢問清楚l And repeat the name, address, phone number and Guest order.重復(fù)姓名、地址、電話號(hào)碼、及客人定單內(nèi)容。 Benefits of the task: 以上所述有利之處：l Assures guest of available seating at specific time在特別時(shí)間能為客人安排座位l Allows for marking special requests 將客人特別要求記錄下來l Helps in planning table space 幫助分配餐桌預(yù)定l Helps in labor forecasting 幫助預(yù)算需多少人手l Helps predict numbers of guests to expect 幫助預(yù)計(jì)有多少客人l Offers advance knowledge of other in house Restaurant and promotions requests.提供關(guān)于酒店餐廳及特式的進(jìn)一步信息。 Steps 步驟 Pictures / script 實(shí)景描述1. Answer telephone with