【正文】 l 從女士開始，然后順時針旋轉(zhuǎn)。3. 用大拇指與食指端盤，把盤子換到左手。3. 如果有需要用干凈的餐具替換。2. 在客人的右手邊，身體微傾用右手提供服務(wù)。l 女士優(yōu)先，順時針旋轉(zhuǎn)。l 如果某人為全體人點菜，則他（她）就是主人，這時他（她）的菜應(yīng)該最后一個上。l 點單上的菜式不要求的用具必須馬上從餐桌上撤掉。l Serve all beverages at the same time and no partial order on the table.l Ladies first, then move clockwise.l Serve from right side of the guest using the right hand.l 向所有的客人提供飲品的服務(wù)，不能歧視任何客人。l 幫助客人做決定，如果客人需要更多種類的飲品向客人作介紹。2. 登記完餐桌之后，詢問客人是否還有其他要求，然后向客人說：“祝您用餐愉快。l 商業(yè)的客人喜歡座在靠邊的位子，因此盡可能滿足他們的選擇l 情侶喜歡坐在沒人打擾的地方l 老人和不舒服的客人喜歡坐在靠近出口和洗手間的位置。3． 確定客人用餐人數(shù)。1. 引導(dǎo)客人走最近的路程到達客人指定的餐桌。l 保護好菜單，不要破損，保證菜單的時效性。l Ladies first, then move clockwisel Use Xianglu GRAND pen and clear handwritingl Use seating numbering system going clockwise.l Help guest to decide and explain to guest if they need to know about certain kinds of drinks.l 女士優(yōu)先，然后順時針旋轉(zhuǎn)。5. 擺放雞尾酒餐巾時放在客人的右手邊，將其放置在正餐刀的上面。3. 把撤下來的餐具依次歸類放在服務(wù)邊柜上。l 用標(biāo)準(zhǔn)的縮寫形式，數(shù)字編號，順時針方向。4. 保持此服務(wù)程序直到所有餐具更換或填加完畢。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，上菜一次不要超過3盤l 如果飯菜太多，找其他服務(wù)員協(xié)助上菜。l 放有肉制品的飯菜要在顧客的六點鐘的方向。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. 客人點的飯菜上桌后要快速的走過去詢問，例如：您還需要別的什么嗎？您需要再來一點辣椒油嗎？l Avoid question “Is everything alright?”l 不要這樣問客人：“所有的飯菜都還好吧？”Quality Assurance保證質(zhì)量Ask guest for ment and feedback向顧客詢問對于產(chǎn)品的意見以及顧客的反饋l After meal before dessertl 在用餐結(jié)束后甜點之前Clear Plate from Table清理餐桌上的盤子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。7. 收第三個盤子并放在已清理的第二個盤上，刀叉的擺放依上所述。5. 一旦清除碎屑，要把臟的器具放在工作臺的服務(wù)盤里。l 文件夾的封面必須潔凈，沒有破損。l 在顧客檢查賬單的時候不要站在顧客的旁邊。5 信用卡，打印條和賬單的第一聯(lián)一并還給客人。3. 確保公司在收銀臺有一個城市分類賬單。l 如果知道的話，盡量稱呼顧客的姓名。l 假如需要，清潔桌面用消過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 先用倒點熱水進去燙一下空壺。2. 用一套上好的意大利咖啡粉。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。7． 祝愿客人用餐愉快后再給下一個客人服務(wù)。3. 把毛巾折成小方塊為客人倒水時1. 左手拿毛巾，右手拿水壺。4. 當(dāng)你為客人上酒水時不要忘了告訴客人名稱以免出現(xiàn)錯誤。2. 準(zhǔn)備折疊好的餐巾。l 冰桶3/4滿，冰水不能滿溢。Open a bottle of wine開酒服務(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。5. 向上直拉開瓶器的把手，同時左手食指按住開瓶器的金屬柄。l 在拔起軟木塞的時候確保不發(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。CIGARETTE SERVICE香煙服務(wù)Serving cigarette to guests.提供香煙服務(wù)。2. 每一個客人當(dāng)他們拿煙時打開打火機持續(xù)30秒在客人面前，然后把火熄滅。2. 檢查桌子，尋找臟的煙灰缸。3. 把托盤放于管事部規(guī)定的地方并且小心的卸下托盤上的物品，盡量不要打爛物品。l 不要讓托盤一次負(fù)擔(dān)過多器具。4. 托盤要高于肩膀水平，保持上手臂平衡并使肘部接近身體5. 當(dāng)經(jīng)過人比較多的地方時，要用另一個手扶住。l 不要把餐巾遺留在管事部l 注意不要把餐具丟進廢物箱Carrying amp。l 盤子單獨放。4. 用右手拿起干凈的煙灰缸，蓋住臟的并防止煙灰發(fā)散5. 把臟的煙灰缸放在托盤里并把干凈的放回到桌上。4. 直到客人的煙點著為止。2. 拿掉香煙外面的塑料膜。如“先生，要不要先試一下酒？”2. 在主客的杯子里倒上1cl的酒等待客人的回音。7. 左手握住軟木塞，右手順時針轉(zhuǎn)動螺旋器時軟布塞松動。1. 將餐巾放在左臂上并打開開瓶器的刀片。Presenting Wine to guest紅酒服務(wù)1. Lay folded napkin on left hand palm and lean wine bottle against napkin.2. Approach host from right hand side and display wine to the host.3. Reconfirm wine ordered and obtain permission to proceed. Saying “Excuse me Sir/Madam, this is your Madfish Chardonnay, 2004. May I open it now?”4. As guest approves, place red wine upright on side table (white wine to be place back into the bucket), then proceed to opening.1. 將餐巾放在左手手掌上，酒瓶斜倚著餐巾。在酒桶中放上冰塊并加水直到水淹沒冰塊。l Make sure we use tray.l All bottles will be opened at the bar.l Always serve lady first, then move clockwise.l If serving from the right is not possible, then serve from the easiest angle. Do not force this. It is better to serve the drinks from the left and smoothly, rather than from the right and pouring the drinks over the guests. Try your best to not to cross the guest.l Utilize seating no. system to be sure who is having what.l 確保托盤不離手。3. 為客人倒到杯子的80%就可以。 of cup so that it39。Serving Coffee服務(wù)咖啡1 Arrange plete equipment on round service tray and approach guest from the right2 Place sugar set in the centre of table.3 Place cup in front of guest or at upper right hand side of dinner plate.4 Pour slowly and carefully, do not splash or spill.5 Leave pot above cup6 Place cream or milk above cup.7 Wish guest to enjoy their coffee before proceed to next guest1． 把所有需要的設(shè)備準(zhǔn)備好放到托盤從客人的右邊上。4. 濃咖啡要配一片檸檬。3 把一套咖啡杯、淡奶、糖和咖啡壺放在托盤上送給客人。Reset table重新布置餐桌1. Immediately free table from soiled food and dishes.2. Pick up all necessary set ups and damp cloth on tray.3. Clean table with damp cloth using right hand when left hand still holding tray.4. Place back all condiments on table accordingly.5. Start set up unobtrusively.6. Check chair, and crumb if necessary1. 馬上把餐桌上的剩下的食物清理干凈，準(zhǔn)備所有需要的器具以及略濕的干凈抹布。5. 如果一切正確，歸還到客人桌并感謝客人用餐。Room Account房間付款1 Ensure guest sign the bill with printed name, room number and signature.2 Make sure the guest sign on every bill presented to him/her.3 Ask for room key or hotel key holder for checki