【正文】 palm of your hand should be at the heaviest part.3. Bend carefully at the knees and lift taking the strain through the legs. 4. Tray is carried above shoulder level. Hold the upper arm and elbow close to the body.5. While maneuvering through crowd guard the tray with your other hand.食物托盤1. 舉起一個托盤大概離托盤的邊緣15厘米。l 臟的布草放到布草車或袋里面。TRAY SERVICE托盤服務(wù)Bussing tray to stewarding area.把托盤送到管事部。如果你看到客人從包里掏香煙，要準備好火并靠近客人，隨時為客人服務(wù)。5. 交給客人并注意牌子的名字。l When pour wine, make sure the label is facing guest and do not shake the bottle.l Only serve/pour half glass full to maintain wine temperature.l For big table using Chinese wine glass, only pour 1/3 glass for 1st round to identify who is drinking wine and who is not. Then refill more for guest who drinks wine.l 斟酒的時候保證標簽對著客人，瓶子不能抖動。10. 擦干凈瓶口的污跡和有可能殘存的軟木塞屑。螺旋釘保持直立，施加一個向下的力順時針旋轉(zhuǎn)。如“打擾了先生/小姐這是您點的04年的 Madfish夏敦埃酒，現(xiàn)在需要為您打開嗎“？4. 得到客人同意后，使紅酒的話就把它放在旁邊的操作臺上，白酒和香檳要放回冰桶以便于下面的開酒工作。l Glass should be clean, spotless, and odor free.l Napkin should be clean and nicely folded.l Wine cooler must be clean and spotlessl Bucket should be 3/4 full and ice water is not over flowing.l Make sure the position of bucket and stand will not block service flow.l 酒杯要干凈，沒有污點和異味。l 如果從右手邊不方便，那么從比較容易的地方服務(wù)，服務(wù)酒水時寧可從左邊上也不要擋住客人。l 用高角杯為客人裝水，倒冰水時裝到1/3滿就可。決不要問“這是誰的“l(fā) 杯碟必須和杯子一起放在時鐘指向4點的位置，勺子放在底碟和杯子相同的方向當時鐘指向5點的時候l 作普通的咖啡只裝3/4，當放糖和牛奶時不會太滿。4． 倒的時候要小心不要濺出和溢出來。3. 把牛奶放到另一個壺里打熱直到有泡沫。3 用開水沖進壺里并攪拌。4. 布置餐桌的時候要按照一定的次序，有條不紊。2. 幫助客人穿上外套3. 當客人離開的時候為客人開門。4. 把鑰匙還給客人并且說“非常感謝”。2 在收銀員劃卡并且交易通過后，重新檢查交易金額是否正確。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 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 賬單必須清楚無誤。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. 使用專門的餐巾或清潔面包屑的器具，配合面包黃油盤來清理2. 站在客人的左手邊面帶微笑的說“打擾一下先生/女士”。5. 清理第二個盤子用前臂和大拇指使之平衡，同時用其它的手指來支持第一個盤子的重量。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煙頭就要馬上更換煙缸。4. 在離開餐桌之前祝?？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 女士優(yōu)先，然后順時針旋轉(zhuǎn)。l 擺放餐具不要超過3次?？焖俚慕ㄗh會給客人留下印象Adjust cutleries調(diào)整餐具1. Look at your food order and see what extra cutlery you require.2. Pick up necessary piece of cutlery from the service station and carry to the table on plate with folded napkin.3. Proceed to the table, change or add cutlery. Always change right cutlery from right hand side and left from left.4. Continue this procedure until all cutlery additions or changes are pleted.5. Check table to ensure everything is correct.1. 根據(jù)客人的點單選擇需要配備的餐具。l Lady first, then move clockwise.l Give guest full attention. Listen carefully to what the guests are saying. Nothing is more annoying than employees who are not paying attention at you as guest.l When guests tell what they want, always repeat it to avoid mistakes.l Use standard abbreviation and numbering system going clockwise.l Do not rely on your memory, as it will affect the guest and the operations in case item is misordered.l Use outlet or hotel specified abbreviations to record the order.l If somebody orders for everybody then he /she is the host and to be served last.l A quick suggestion always impresses the guest. Use suggestive selling when taking the food orderl 女士優(yōu)先，順時針旋轉(zhuǎn)。l 在顧客的右手邊用右手提供服務(wù)。2. 安排飲品在托盤上的擺放，（重的放在中間，其余的按照客人座位擺成一排）。Take beverages order and explain specialties當客人點酒水時，向客人介紹我們的特色1. Ensure if guest is ready to order. Ex: “Are you ready to order Sir?”2. Server will verbally offer selection of juices and any daily specialty. Ex: “Would you care for a …….”3. Listen carefully and fill in “captain order” using system outlined in the manual.4. Repeat guest orders after order has been taken.5. Before leaving table, explain any special food menu offering and mention not available items.1. 明確客人是否開始點單了，例如：請問您是否需要先喝點酒水2. 可以向客人提供一些口頭上的建議，介紹一些平時比較受歡迎的果汁，例如：“您喜歡……？”3. 仔細聽，填好客人的點單，按照工作手冊上制定的工作程序進行。l 所有的客人將在我們的引領(lǐng)下選擇他們理想的位子就餐l 提前進行預(yù)約的客人，要根據(jù)人數(shù)給他們安排好桌子和擺好他們用餐的位子。l 如果是熟悉的顧客稱呼客人的名字，如果不知道客人的名字，詢問客人以便做好座位紀錄。l 如果客人單獨用餐，不要向客人詢問“你是一個人嗎”或“你還有其他朋友嗎”之類的話語。l 如果客人晚到了一些，親自帶領(lǐng)客人走到餐桌用餐，不能只是指引路線。4. 當客人點完單后重復一遍客人的點單。3. 走路的時候要小心謹慎，保持托盤的平衡。Remove extra place setting拿走沒有用的餐具1. Clear extra settings: Fold flat napkin and set it on beverage tray, place all cutleries inside napkin2. When finished, adjust table appointments to maximize space for guests.3. Restore all extra settings on side station1. 撤掉多余的餐具、客人不需要的用具：打開展平餐巾，鋪在飲料托盤上，將所有的餐具法在餐巾上。l 全面關(guān)注顧客。2. 從服務(wù)邊柜中取出需要的餐具，使用盤子并且用餐巾蓋著端給客人。Pick up food上菜1. Begin pick up procedure 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. 當所有的飯菜準備就緒的時候開始上菜。l 用數(shù)字編號的形式服務(wù)。l 必須提供連續(xù)不間斷的、熱情周到、有條不紊的專業(yè)化服務(wù)。6. 可以使用刀叉時，把殘留物擦到第一個盤里。3. 探身彎腰，盤子在左手并靠近桌子的邊緣。l 不允許在客人餐桌附近對照賬單。l 用標有翔鷺集團標志的筆。3 讓客人在打印條和賬單上簽字。City Ledger城市分類賬1 Ensure guest sign the bill with their printed name, signature and pany’s name.2 Make sure the guest signs on every bill presented to him/her.3 Ensure that the pa