【正文】 CONTENT 4 of 6 內(nèi)容簡介 19. Towel Service 上毛巾 20. Beverage Service 上飲料 21. Wine Temperature 葡萄酒溫度 22. Wine by the Glass 杯賣葡萄酒 23. Wine by the Bottle 瓶賣葡萄酒 24. Coffee Tea Service 咖啡及茶水服務標準 FB Core Practices 餐飲部核心規(guī)范 3. Restaurants, Bars Lounges 餐廳 ,酒吧 ,酒廊 CONTENT 5 of 6 內(nèi)容簡介 25. Serving items ordered 服務所點菜式 26. Refolding of Napkins 整疊口布 27. Refill Clearing 補充及清理 28. Supplemental Orders 補單 29. Service Delays 服務延誤 30. Guest Satisfaction 客人滿意度 FB Core Practices 餐飲部核心規(guī)范 3. Restaurants, Bars Lounges 餐廳 ,酒吧 ,酒廊 CONTENT 6 of 6 內(nèi)容簡介 31. Ashtrays 煙灰缸服務標準 32. Presenting the Bill 呈現(xiàn)帳單 33. Payment 付款 34. Leaving the Table 離臺 35. Bidding Farewell 送別客人 FB Core Practices 餐飲部核心規(guī)范 3. Restaurants, Bars Lounges 餐廳 ,酒吧 ,酒廊 ? Tables are setup according to the reservations made. Special requirements are prepared, dietary requests are municated to the culinary team well in advance prior to the start of service. Special set menus are checked in spelling and according to the guest’s request. * 根據(jù)預定設置餐桌 ,提前與廚師溝通客人的特別要求 .特殊菜單符合賓客的需求 ,無拼寫錯誤 . PICTURE Photo of table setup arrangement with Champagne in a cooler tableside and menus on the table 1. Table SetUp 設臺 Food Beverage / Restaurants, Bars Lounges 餐飲部 / 餐廳 , 酒吧 , 酒廊 ? Side and Service Stations are clean, arranged and well equipped with sufficient miseenplace. Soiled plates are removed immediately and piling up of dishes should be avoided throughout the service period. * 服務臺保持整潔，準備足夠的用具。用過的盤子及時收走。 2. Service station 服務操作臺 Food Beverage / Restaurants, Bars Lounges 餐飲部 / 餐廳 , 酒吧 , 酒廊 ? Team leaders are clearly assigned to their stations and are in charge to handle orders and delivery of menu items as per service standards set. They are the only ones taking orders or responding to any supplemental guest requests to avoid that guests approached several times for the same request. * 主管需了解所分配到的區(qū)域 , 按照每個服務標準 負責點單及菜單的傳遞 。只有主管才能給客人點單或回應客人其他要求 ,以免讓客人重復為同一個問題尋求幫助。 PICTURE Team leader in station 3. Station Assignment 區(qū)域分配 Food Beverage / Restaurants, Bars Lounges 餐飲部 / 餐廳 , 酒吧 , 酒廊 ? A hostess is always at the restaurant’s / bar’s entrance. ? 保持一名領位員在餐廳 /酒吧入口處 . 4. Hostess 領位臺 Food Beverage / Restaurants, Bars Lounges 餐飲部 / 餐廳 , 酒吧 , 酒廊 ? All guests are immediately acknowledged on arrival to the restaurant or bar with a warm smile, appropriate eye contact, with the Chinese greeting (according to the time of the day), using the guest’s name (when known) and by weling to the outlet. * 客人到達后面帶微笑用中文給予及時的問候 ,保持適當?shù)难凵窠佑| . ? “Nihao Mr. Smith. Wele to Yi Caf233。.” * “ 你好李 先生，歡迎來到怡咖啡。 ” 5. Greeting 與客問候 Food Beverage / Restaurants, Bars Lounges 餐飲部 / 餐廳 , 酒吧 , 酒廊 ? All Guests are asked if they have made a reservation (except for breakfast) when arriving at the outlet and asked for the name under which the booking was made. * 賓客到達餐廳后詢問客人是否有預定 (早餐除外 ),和預定人姓名 . ? “Did you make a reservation with us? May I have your name please?” * 請問你有預定嗎 ?請問您貴姓 ? 6. Asking for Reservation 詢問預定情況 Food Beverage / Restaurants, Bars Lounges 餐飲部 / 餐廳 , 酒吧 , 酒廊 ? If the guests did not have a reservation, ask for seating preferences and assign table accordingly. Best tables are assigned for single diners. * 如果客人沒有事先定位 ,要詢問客人對座位的喜好 ,為單獨用餐的賓客準備最佳的位置 . ? “Sir / Madam, would you prefer smoking or nonsmoking?” * 請問您喜歡在吸煙區(qū) /非吸煙區(qū)入座 ? 7. Seating Preferences 座位喜好 Food Beverage / Restaurants, Bars Lounges 餐飲部 / 餐廳 , 酒吧 , 酒廊 ? Assist guests always with coats and bags. First attend to disabled, elderly, ladies and children, then to men. * 為客人擺放大衣和隨身物品 , 并首先為殘疾人