【正文】 候并領(lǐng)入座。一有空位，我會(huì)立即通知您。Whenever you make initial contact with a customer, always greet them. If a cocktail menu is available present it to the table. In any case, suggest a choice of cocktails and premeal drinks.任何時(shí)間你最初接觸客人時(shí)，通常要問(wèn)候。3. Serving Food 提供食品服務(wù)Introduce yourself to the table host (if this is the house rule). It is a far more personal approach if the customer can call you by name. Be familiar with the menu, preparation methods and acpaniments as you will be required to answer questions and make suggestions.向客人作自我介紹（如果酒店有此規(guī)定）。Repeat the order after the guests write down the order on the order pad.當(dāng)客人在點(diǎn)菜單上填好所點(diǎn)菜肴后應(yīng)重復(fù)一遍。 The Scribble Pad 記事本It is mon practice to take orders on a scribble pad noting the following information: table numbers, number of customers, the time the order was taken and of course, the order. A number system or customer description can be noted next to each order. This is used to avoid asking customers what they have ordered when it es to serving the meal.通常的方式是將客人需求寫(xiě)在記事本上，注意并跟進(jìn)，如：桌號(hào)，客人人數(shù)，接到客人要求的時(shí)間，當(dāng)然還有客人需求。3. Each waiter will be responsible for their allocated dockets and must be able to account for each docket at the end of the shift.At not time should a docket be destroyed, if an error occurs, simply mark error or canceled across it and have it signed by the supervisor.每一位服務(wù)員將為他們的入廚單負(fù)責(zé)，在工作結(jié)束前，所有入廚單保證都已付過(guò)帳。 入廚單 FOOD DOCKET 臺(tái)號(hào) 人數(shù) 服務(wù)員Table No. No. of Person WaiterFBS21970801 No. 0112891 The perforated copy goes to the Chef. Place it on the spike and call “ordering” making sure somebody hears you. The remaining parts go straight to the cashiers black basket. 復(fù)印一份給總廚。從收銀員處取帳單。第一聯(lián)送往廚房，并大 聲說(shuō)： “下單了”讓主廚知道。Hot food is served on hot plates – whenever you go the kitchen take your service cloths and tray ( if applicable ) with you.熱的食物應(yīng)提供熱盤(pán) – 無(wú)論什么時(shí)候你只要去廚房你就必須帶著餐布及托盤(pán)（如果是可以用的）。C. Basic Service Rules 基本服務(wù)守則l To treat the Guest as a “ King ” 客人就是“上帝”l Serve the guest with enjoyment 能夠快樂(lè)地為顧客服務(wù)l Never do quarrel with the guest 絕不與顧客爭(zhēng)執(zhí)l When you go off duty or leaving the working area, you must inform the person in charge, and make a hand over list.當(dāng)你下班或離開(kāi)你的工作區(qū)域時(shí)，你應(yīng)當(dāng)向主管說(shuō)明并作一個(gè)交接單。D. SERVING BREAD ROLLS 提供面包卷服務(wù)Bread rolls are served from the guest’s left using a spoon and fork.用刀及勺從客人左側(cè)送上面包卷。F. Im。The ends of the fork and spoon rest on the edge of the palm above the small finger.叉及湯匙的柄端放于小指與手掌的連接處。l All staff should call the guests by name whenever possible, check the reservation desk.不論什么時(shí)候只要可能的情況下服務(wù)客人時(shí)，正確稱呼客人的姓名，可與預(yù)定本確認(rèn)。Food is served to the customers right, ensuring the meat or main item is closest to the customer for ease of eating.確保給客人提供的服務(wù)恰當(dāng)，確保主食及其它主菜離客人很近以方便客人取。 He will then take the meal up with the docket and get the docket signed by the guests. The Room Service waiter returns to the cashier with the docket ready to be processed.送餐服務(wù)員將托著客人所點(diǎn)食物、入廚單并讓客人在入廚單上簽字，簽字后將入廚單送至收銀員處作帳。7) Deliver the folder’ to the guest.將所有帳單送至客人處。其 它幾聯(lián)將直接送至收銀員處。 Lunch and Dinner 午餐及晚餐 Usually the first order to be taken is for drinks (except breakfast). The drink waiter will inform the waiter what must be put on the docket.通?？腿耸窍纫笏蜕巷嬃希ǔ嗽绮停?。A scribble pad or similar contributes not only to the smooth operation of your tables but also allows other staff to step in at any stage and assist you. It is necessary for everyone in the restaurant to use the same system.記事本或類似的本子不僅會(huì)使你工作順利進(jìn)行，而且會(huì)使其他員工能在工作進(jìn)展的任何時(shí)間給予你幫助。為使所有的事項(xiàng)清楚地記下，在草稿紙上寫(xiě)下所點(diǎn)食品，遞與領(lǐng)班并與廚房所收單據(jù)相對(duì)照。熟悉菜單，作好充分準(zhǔn)備以隨時(shí)能回答問(wèn)題壁柜內(nèi)給予建議。并建議適當(dāng)?shù)碾u尾酒及餐前酒水。當(dāng)領(lǐng)位不忙于問(wèn)候客人及以客人入座時(shí)，他可以很快地掃一眼餐廳并查出哪一張桌子是未預(yù)定出去的，用餐客人還需等多長(zhǎng)時(shí)間結(jié)束用餐及客人是否需要服務(wù)。但對(duì)于第一次來(lái)酒店消費(fèi)的客人也會(huì)很高興。向客人指出桌位位置并幫助他們?nèi)胱?Steps 步驟 Pictures / script 實(shí)景描述1. Answer telephone within three rings 1. “Good morning(afternoon, appropriate greeting evening), (use restaurant 在鈴響三聲內(nèi)接電話，恰當(dāng)?shù)貑?wèn)候客人 name) This is (your name)l Identify restaurant and self May I help you?”報(bào)出餐廳名稱及你自己的姓名 早上好，（下午好、晚上l Use appropriate voice pitch and language 好）這是XXX餐廳，我使用恰當(dāng)?shù)恼Z(yǔ)調(diào)及語(yǔ)言 是XXX，我能為您做些 什么？2. Take out reservation book and open to current date 拿出預(yù)定本并打開(kāi)到當(dāng)天l Act quickly and efficiently 動(dòng)作迅速及有效l Do not flip pages into phonier talk to others around during phone conversation.當(dāng)接電話時(shí)勿當(dāng)面翻來(lái)翻去或與他人講話l Use pleasant voice, not mechanical or rushing.以一種快樂(lè)的聲調(diào)講話，切勿生硬及粗魯：3. Find out key information from guest 4. “What is the name, please? 從顧客那里掌握正確的信息 “請(qǐng)問(wèn)貴姓”l Name 姓名 (pause) 暫停l Date of reservation 預(yù)定日期 Thank you 謝謝l Time of reservation 預(yù)定時(shí)間 When will you be joining us Mr. Guest? (pause) 您哪天來(lái)（暫停） What time?” (pause) 您什么時(shí)間來(lái)（暫停） How many in your party?” 請(qǐng)問(wèn)您們總共有多少人？5. Check reservation book availability of date and time 檢查預(yù)定本上有效時(shí)間及日期l Act quickly and efficiently 動(dòng)作迅速有效l Double check date at top of pages 再次檢查每頁(yè)上方的日期6. Make reservation 做預(yù)定 7.“Seventhirty will be fine, Mr.l Write guest’s name in appropriate place Guest. We’ll have table forto reserve time and date two ready for you.”在適當(dāng)?shù)胤綄?xiě)下客人姓名，并預(yù)約時(shí)間 7：30怎么樣，XXX先生，及日期 我們將為您預(yù)留兩個(gè)人的臺(tái)位l Tell guest that space will be reserved告訴顧客預(yù)定的臺(tái)位8. Find special requests 特別要求 9. “Is there a particular table youl Ask guest if a certain table of other special would like, or any otherrequirements are desired special request we can take詢問(wèn)顧客是否還有其它特別要求 care of?”l Ask for guest’s local phone number “May I have a local phone留下客人的電話號(hào)碼 number where you can be reached?” 您還想在訂別的特別桌位嗎？ 或您還有別的特別要求嗎？我 能留下您的電話號(hào)碼以方便聯(lián)系 10. Close conversation 結(jié)束預(yù)定 11. “We’ll look forward to seeingl Tell guest that you look forward to seeing seeing you on(specific night)Him or her on (special date) Mr. Guest should your plans告訴客人你希望在哪天能見(jiàn)到他們 change, please give us a call.l Request that guest phone if plans change 我們等待您在那天光臨，XXl Use guest’s name 先生，如要更改預(yù)定，請(qǐng)打個(gè) 電話通知我們2. Weling customers 迎接客人Cust