【正文】 en or lady es in alone, great him/her pleasantly “ Good Morning”or “Good Evening, This way please.”當(dāng)一位男士或女士獨(dú)自來(lái)用餐，應(yīng)用很高興的語(yǔ)調(diào)問(wèn)候：“早上好”或“晚上好，這邊請(qǐng)”。Unfold serviettes and place on customers’ laps. Check to see if all customers are fortable. Serviettes sit best when folded on the diagonal and placed on lap. Present menus and explain specials. Attend to customers requests as required.打開(kāi)餐巾，平鋪在客人膝上。通常問(wèn)候客人時(shí)要面帶微笑，以一種愉快的語(yǔ)調(diào)說(shuō)：“早上好/下午好等”，如有必要，正確稱(chēng)呼客人的姓名。如果不是，請(qǐng)他們留下姓名之類(lèi)信息后安排他們?nèi)胱?。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)。確認(rèn)后按要求擺臺(tái)。　　There are a number of things to be considered when preparing your restaurant for service – not the least of which is that the restaurant has to be spotlessly clean and presented at its best for each service period.　　在你為服務(wù)做準(zhǔn)備工作時(shí)，有許多需要你注意的事項(xiàng)，不僅僅是要求一點(diǎn)污點(diǎn)也沒(méi)有，而且要求餐廳必須處于最佳服務(wù)狀態(tài)?！　eing in control of the job at hand, along with good self image and personal appearance leads to professional confidence when handling people.　　隨時(shí)處于工作最佳狀態(tài)，伴以良好自我形象及個(gè)人外表，這將你在面對(duì)顧客時(shí)表現(xiàn)得既自信又專(zhuān)業(yè)?！　aily brushing of teeth avoids arduous and helps prevent dental problems. A breath freshener is remended for smokers.　　每日刷牙避免難聞氣味及牙病產(chǎn)生，吸煙者要準(zhǔn)備一個(gè)口腔清新劑?！　n arrival, check with the supervisor or manager to establish special requests and expected bookings. They will have confirmed reservations and allocated tables (stations) and docket books to staff member.　　報(bào)到后，與主管及經(jīng)理確認(rèn)特別要求及預(yù)定。 Menu knowledge 菜單常識(shí)1) You must know : a. The dishes on the menu 菜單上的菜肴 你必須知道 b. The prices 價(jià)格b. The seasonal vegetable 當(dāng)季蔬菜c. The specials of the day 每日特式d. Soup of the day 是日例湯e. Items which are not available 哪些項(xiàng)目是不必要的2) How to serve each item: 如何提供每項(xiàng)服務(wù)a. Steak with baked potatoes or French fries and ketchup牛扒、烤土豆片、或法國(guó)油煎食品b. When to serve a Finger Bowl何時(shí)給顧客提供碗c. What cutlery for each dish in the right order正確提供，每盤(pán)菜需要的餐具d. Parmesan cheese with pasta items, etc.意大利奶酪及面制品等3) Generally follow: 一般上菜程序 ITEM 項(xiàng)目 SERVE WITH 同時(shí)提供 1. Meat Dish 肉類(lèi) Steak Knife 牛扒刀 2. Hor D’Oeuvres 餐前點(diǎn)心 Small fork and knife 小刀叉 3. Fasta 面食 Spoon and Fork 湯匙及叉 4. Fish 魚(yú)類(lèi) Fish knife and fork 食魚(yú)用刀叉 5. Soup 湯類(lèi) Round soup spoon 湯匙及叉 6. Dessert 餐后甜點(diǎn) Dessert spoon or dessert fork 甜點(diǎn)及叉 7. Fruits 水果 Dessert knife and fork 甜點(diǎn)刀叉 8. Tea or Coffee 茶或咖啡 Cream and sugar 奶酪或叉 9. Rice 米飯 Spoon and Fork 湯匙或叉10. Crustacean ( Lobster, Prawns etc. With finger bowl 小碗貝類(lèi)食物（蝦、龍蝦、等） However, it will be the guest choice of sequence of food service. 總之，食品將根據(jù)客人需要提供。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(xún)問(wèn)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(yú)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(shuō)已經(jīng)準(zhǔn)備好了迎接顧客。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(huà)號(hào)碼。切勿在餐廳門(mén)廊的中間站著等著。如有客人、需要?jiǎng)t給予幫助?！皩?duì)不起，先生，到9：30前桌位都滿(mǎn)了，您若不介意請(qǐng)先在休閑廳來(lái)杯雞尾酒。然而，主要注意如下：Premeal drinks can be either served in the cocktail bar or at the table.餐前酒要么在雞尾酒吧提供，要么在餐桌上提供。必要時(shí)將空酒杯移走并提供給客人干凈酒杯。Stand close enough to be able to her and answer guest’s order, or remend seasonal specialty, and repeat the door.站距適當(dāng)以能聽(tīng)見(jiàn)或被聽(tīng)見(jiàn)客人的要求，或推薦季節(jié)特式。DOT’T FORGET to write your name (initial, waiter’s number etc.), the date, number of party and the table number on your captain order.決不能忘記：寫(xiě)下你的姓名（首先是服務(wù)員工號(hào)等），日期，客人人數(shù)，桌號(hào)等。2. The supervisor on duty will allocate sections and docket to the waiting staff, this is shown by a color coded floor plan.當(dāng)班主管將分派給所有員工入廚單。 Com SoupMadagascar FlounderVeg SaiCourments Oysters NatFehuccini Sirlion WD SAL3) Transfer order onto a docket – placing all entrees first then a line followed by all the main courses, .將客人需求寫(xiě)在入廚單上，先寫(xiě)主菜，其次是其它菜肴。 入廚單 FOOD DOCKET臺(tái)號(hào) 人數(shù) 服務(wù)員Table No. No. of Person WaiterFBS21970801 No. 01128916) When the guest has finished and required nothing else, it is time to take the bill out. Collect the bill from the cashier. The cashier will check that everything has been rung up and place the bill in a folder.當(dāng)客人用餐完畢，不再需要其它事物，此時(shí)可以結(jié)帳。 The Room Service order is written directly onto the docket and rung up by the Cashier. The top copy is placed on the spike in the kitchen. Let the Chefs know it is there by calling “ordering”. The rest of the docket is given to the Room Service waiter who will get the tray ready. 直接在入廚單上寫(xiě)下客人需求，并送交收銀員。 Serving Food 提供飲食服務(wù)Always take your scribble pad to the kitchen when calling away meals. This is to ensure you receive the correct and entire order, double checking your customers requirements . special salad dressing.當(dāng)通知廚房任何客人所需菜肴時(shí)要帶著筆記本，這是為了確保接到的定單正確，要再次檢查顧客的需求，例如色拉調(diào)味品。一般來(lái)說(shuō)，每次去廚房時(shí)都不要空著又手。l By putting clean ashtray to dirty to avoid flying ashes.換上干凈的煙碟并盡量不使煙灰飄起。Show the guests to their table. It may be necessary to adjust the covers or reset a table, if so, suggest that your guests may wish to wait in the cocktail bar while you prepare the table.向客人指示出桌位，也許有可能需要重新擺臺(tái)，如果客人這樣要求，建議你的客人在雞尾酒吧等片刻以使能準(zhǔn)備好。For items such as tomatoes and bread rolls, the fork is reversed so that the curves of the spoon and fork can grip food more easily.諸如西紅柿及面包卷類(lèi)的食物，叉要面向下拿，以方便切割食品。l Always use a tray, place heavy items in the center for more balance.盡量使用托盤(pán)，重的物品可放在中心以保持平衡。Ensure all acpaniments – sauces and salads are on the table. The time to ask as customer if the meal is enjoyable is shortly after the service of the main course – it’s too late to deal with a problem if the meal is finished. Keep your eyes open – look for nonverbal cues,