【正文】 Salads what types of dressing.4. Add seating no. next to item ordered5. Repeat the order to the guests after taking every guest orders.1. 站客人的右邊點(diǎn)菜，當(dāng)客人要單點(diǎn)時(shí)依次圍繞餐桌給客人點(diǎn)單2. 當(dāng)你給下一個(gè)客人點(diǎn)單之前要完整的寫(xiě)下已點(diǎn)客人的菜單3. 詢(xún)問(wèn)客人對(duì)菜的做法l 點(diǎn)牛排三分熟/五分熟/全熟l 點(diǎn)魚(yú)水煮或煎l 點(diǎn)雞蛋煎,單面煎,炒,煮,或水煮l 沙拉需要搭配何種類(lèi)型的汁4. 在點(diǎn)好的菜單后加上客人的座位編號(hào)5. 點(diǎn)完菜后要向客人復(fù)述一遍。l 用標(biāo)準(zhǔn)的縮寫(xiě)形式，數(shù)字編號(hào)，順時(shí)針?lè)较颉 記住座位號(hào)或客人的號(hào)數(shù)。4. 保持此服務(wù)程序直到所有餐具更換或填加完畢。l 擺放或移動(dòng)餐具盡量在同一時(shí)間，盡量不要打擾顧客。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(huà)，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。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。l 放有肉制品的飯菜要在顧客的六點(diǎn)鐘的方向。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。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(xún)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(xún)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。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。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 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。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。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 文件夾的封面必須潔凈，沒(méi)有破損。4. 在顧客等待結(jié)算的時(shí)候，與顧客保持一定的距離。l 在顧客檢查賬單的時(shí)候不要站在顧客的旁邊。Credit Card信用卡1 Bring it back to the cashier.2 Check the slip to see the amount is correct after Cashier process the credit card and approval is obtained. 3 Present folder to guest with the card, slip and bill for signature. 4 Check the signature on the card after guest sign.5 Return the credit card to guest, together with the cardholder sales slip and the first copy of the bill.6 Present the above in the folder, open it and say, “Thank you very much sir/madam.”1 帶回到收銀臺(tái)。5 信用卡，打印條和賬單的第一聯(lián)一并還給客人。3. 要求用鑰匙來(lái)檢查房間號(hào)是否正確打印。3. 確保公司在收銀臺(tái)有一個(gè)城市分類(lèi)賬單。l 在結(jié)算時(shí)，以稱(chēng)呼客人的姓來(lái)表達(dá)感謝Assist guest with leaving and Bid farewell幫助顧客離開(kāi) , 客人離開(kāi)前的祝福1. Approach tables and assist in pulling chair as soon as guests give signal that they are leaving.2. Help guest put on his or her coat (if applicable). 3. Open the door for the guest when they leave.4. Wish the guest a good day or night and thank them for their visit.1. 如果看到顧客有離開(kāi)的跡象，走近餐桌，拉開(kāi)椅子。l 如果知道的話(huà)，盡量稱(chēng)呼顧客的姓名。3. 重新把調(diào)味品擺上餐桌。l 假如需要，清潔桌面用消過(guò)毒的濕抹布擦拭桌面6.COFFEE SERVICE咖啡服務(wù)Preparing Coffee準(zhǔn)備咖啡Normal Coffee1 Rinse Pot by pouring warm water into the pot and empty it.2 Fill Pot with fresh coffee from the machine.3 Place coffee cup setting, creamer, sugar and coffeepot on a tray and bring it to the guest table.普通咖啡1 先用倒點(diǎn)熱水進(jìn)去燙一下空壺。2 放兩勺不含咖啡因的咖啡放于咖啡壺里（一人）。2. 用一套上好的意大利咖啡粉。2. 在意大利咖啡機(jī)上按意大利鮮奶咖啡按鍵。l Freshly Brewed Coffee will be served to the guest upon request.l Standards should be followed according to the coffee machine.l 如客人需求可以給以現(xiàn)磨咖啡。3． 把杯子放到客人的前面靠近右手上方的正餐盤(pán)。7． 祝愿客人用餐愉快后再給下一個(gè)客人服務(wù)。l 用數(shù)字編號(hào)的形式服務(wù)。3. 把毛巾折成小方塊為客人倒水時(shí)1. 左手拿毛巾，右手拿水壺。l Complimentary ice water should be pre set in bar or stations to be served upon guest request.l Water will be served in a water goblet using water jug, and periodically refilled when the glass is one third full.l 冰水可以放在吧臺(tái)里提前準(zhǔn)備好以便客人隨時(shí)需要。4. 當(dāng)你為客人上酒水時(shí)不要忘了告訴客人名稱(chēng)以免出現(xiàn)錯(cuò)誤。l 女士?jī)?yōu)先，然后順時(shí)針旋轉(zhuǎn)。2. 準(zhǔn)備折疊好的餐巾。4. 將桶的一套物件，支架和酒拿到客人餐桌附近指定的地方。l 冰桶3/4滿(mǎn)，冰水不能滿(mǎn)溢。3. 再次確認(rèn)紅酒的點(diǎn)單，在得到客人同意后才能進(jìn)行接下來(lái)的操作。Open a bottle of wine開(kāi)酒服務(wù)As guest approve, place red wine upright on side table (white wine to be place back into the bucket).Proceed opening:1. Rest napkin on left arm and open blade of the wine opener. 2. Hold bottle securely from the neck with left hand. With right hand, cut the top of the seal in a circular motion. Cut all the way around till the wrapper is easily pulled off.3. Open screw of the opener and put the tip in the middle of the cork. Ensure screw is straight and begin turning the screw clockwise, while applying a downward pressure. Stop when the screw is 190。3. 打開(kāi)開(kāi)瓶器上螺旋釘，將尖端插入軟木塞的中心。5. 向上直拉開(kāi)瓶器的把手，同時(shí)左手食指按住開(kāi)瓶器的金屬柄。9. 左手拿餐巾右手從標(biāo)簽背面握住酒瓶。l 在拔起軟木塞的時(shí)候確保不發(fā)出響聲l 軟木塞被拔出后不要將其隨意地放置在冰桶或其他地方。4. 把剩余的紅酒放在旁邊的操作臺(tái)上（白葡萄酒放回冰桶）以便酒水續(xù)杯。CIGARETTE SERVICE香煙服務(wù)Serving cigarette to guests.提供香煙服務(wù)。4. 放在有一盒火柴的5英尺的盤(pán)子里。2. 每一個(gè)客人當(dāng)他們拿煙時(shí)打開(kāi)打火機(jī)持續(xù)30秒在客人面前，然后把火熄滅。l Anticipate the guest’s needs. If you see a guest taking out their cigarette packet from pocket, be prepared, get your lighter ready and stand by close to the guest.l If you are in a windy location you may need to shelter the flame with your other hand.l 預(yù)測(cè)客人的需要。2. 檢查桌子，尋找臟的煙灰缸。l 確保桌子上的煙灰缸里不可以多于兩個(gè)煙頭。3. 把托盤(pán)放于管事部規(guī)定的地方并且小心的卸下托盤(pán)上的物品，盡量不要打爛物品。l 試管、食品的廢料紙巾要丟掉。l 不要讓托盤(pán)一次負(fù)擔(dān)過(guò)多器具。裝食物托盤(pán)Carrying Food Tray:1. To lift a tray allow 15cm of the tray to project over the edge of the tray jack.2. Place the left hand under the tray。4。2. 用你的左手托住托盤(pán)下部重心部位。l 不要把餐巾遺留在管事部l 注意不要把餐具丟進(jìn)廢物箱Carrying amp。l 裝果汁或牛奶的杯子應(yīng)該用刷子把底部清理干凈后才可放到杯筐里5. 在拿食物之前先要把服務(wù)托盤(pán)擦干凈和準(zhǔn)備好。l 盤(pán)子單獨(dú)放。1. Ensure that all items are securely stacked in a manner that they will not fall off.2. Pick up the tray using the shoulder carry method being very careful 3. Place the tray on the space provided in the stewarding area and unload it safely, and taking care not to break any items.4. At the stewarding bench, items are sorted to assist the stewards. Items are sorted in the following manner: l Cutlery is sorted in its individual containers. l Plates are placed on similar piles.l Contents of glass and cups are emptied into a liquid bin and then sorted upside down into its racks.l Straws, food scraps, pap