【正文】 ed to be bussed back to the stewarding area.l Do not overload trayl Always take glasses by stem or base. l Never leave Linen in the stewarding areal Very careful not to throw cutlery in the garbage bin.l 為了提高效率，任何員工進去廚房取飲料或食品的時候都必須要查看一下工作柜是否有需要運送回去管事部的托盤。Changing Astray更換煙灰缸1. Obtain service tray and put clean ashtrays on tray.2. Check around table looking for dirty ashtrays3. While holding service tray with left hand, pick up clean ashtray with right hand: by cover dirty ashtray with clean one to prevent ashes from scattering.4. Take them away from table put dirty ashtray on tray.5. Put clean ashtray back on table.1. 用服務(wù)托盤 把干凈的煙灰缸放在托盤里。l 首先第一圈要知道哪些客人會喝酒和不會喝酒，當下一次為客人加酒時就可以為會喝酒的客人多加些。4. 打開開瓶器的金屬柄，確保將其抵在瓶口上。l 酒水冷凍用具要干凈沒有污點。如果玻璃杯也有標簽，也是將標簽朝向客人放置。6． 把淡奶和牛奶放到杯子上方。Espresso1. Warm the espresso cup with hot water.2. Use only finely ground espresso coffee powder.3. Fill the cup with espresso from the coffee machine.4. A slice of lemon peel should be served on the side together with espresso.特濃咖啡1. 先用熱水燙一下特濃咖啡的杯子。l 當客人離開時不要擋住路，站在一邊為客人開門。4 檢查客人在卡上的簽名。l 不允許涂改賬單上的相關(guān)內(nèi)容。第二個刀放在第一個叉的下面，第一個叉和第二個叉并排放一起。永遠不要詢問“誰要什么，什么”。3. 從客人的右手方向走向餐桌繼續(xù)更換或增加刀叉，記住，更換右邊的餐具從右邊開始，更換左邊的餐具從左邊開始。2. 撤完后要調(diào)整餐具的位置以便客人有最大的空間用餐。5. 在離開餐桌之前，向客人介紹有特色的飲品并向客人解釋哪些是我們暫時無法提供的，是不能點的。陪同客人，協(xié)助客人就座。l 帶小孩的父母喜歡不擁擠的區(qū)域。Serve Beverages提供飲品1. Prepare clean tray and collect drinks according to order from the bar.2. Arrange all drinks accordingly (heaviest in the middle of the tray and line them to guest seating).3. Keep tray balanced and walk carefully.4. Bring drinks to guest table and approach guest from the right.5. Place cocktail napkin by the right hand side of guest on top of the dinner knife.6. Place drink on the cocktail napkin and announce the name of the drink.7. Proceed to next guest.1. 準備干凈的托盤，從酒吧準備好客人所點的飲料。Taking food order開始點菜1. Stand to the right of the guest when taking the order and to move around the table if it is individual order.2. Write down neatly each individual’s plete order before going on to the next order.3. Clarify with the guest on how they would like certain items cooked:l Steaks rare/medium/well donel Fish poached or grilled.l Eggs Fried, over easy, scrambled, boiled, or poached.l 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. 站客人的右邊點菜，當客人要單點時依次圍繞餐桌給客人點單2. 當你給下一個客人點單之前要完整的寫下已點客人的菜單3. 詢問客人對菜的做法l 點牛排三分熟/五分熟/全熟l 點魚水煮或煎l 點雞蛋煎,單面煎,炒,煮,或水煮l 沙拉需要搭配何種類型的汁4. 在點好的菜單后加上客人的座位編號5. 點完菜后要向客人復述一遍。l 擺放或移動餐具盡量在同一時間，盡量不要打擾顧客。4. 在客人沒有提出需要之前幫客人準備好他們所須的。l 建議首先清理有最多剩菜的盤子l 不要把盤子堆的太高,一次限定自己只拿4個盤子Crumb down a table.清除桌子上的碎屑。4. 在顧客等待結(jié)算的時候，與顧客保持一定的距離。3. 要求用鑰匙來檢查房間號是否正確打印。3. 重新把調(diào)味品擺上餐桌。2. 在意大利咖啡機上按意大利鮮奶咖啡按鍵。l 用數(shù)字編號的形式服務(wù)。l 女士優(yōu)先，然后順時針旋轉(zhuǎn)。3. 再次確認紅酒的點單，在得到客人同意后才能進行接下來的操作。9. 左手拿餐巾右手從標簽背面握住酒瓶。4. 放在有一盒火柴的5英尺的盤子里。l 確保桌子上的煙灰缸里不可以多于兩個煙頭。裝食物托盤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。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)托盤擦干凈和準備好。l 如果是在一個有風的地方要用另一手擋住火焰。l 只能倒半杯的酒以保證客人喝這杯酒時酒的溫度一直都是適宜的。當螺旋釘進入到軟木塞3/4的時候停止旋轉(zhuǎn)。l 餐巾要干凈并折疊整齊。Serving Bottled Water服務(wù)礦泉水1 Get the ordered bottle from the bar and approach table to serve.2 Place glass in front of guest from the right hand side of guest.3 Pour water until glass is half full and place bottle on the right and above the glass with the label facing towards the guest.4 Always tell the guests what drink you are giving them in order to prevent mistakes.5 If you forget who ordered what or you did not take the order try to ask the guests politely who has ordered what drink.1. 從酒吧里拿出客人點的酒水接近客桌服務(wù).2. 從客人的右手邊把杯子放到客人的前面.3. 為客人倒水直到半分滿就可，倒完把瓶子放到杯子上方的右手邊并把標簽朝向客人。5． 把茶壺放到杯子的上方。4 用一套咖啡杯、淡奶、糖的咖啡壺放在托盤里給客人送上。4. 預(yù)?？腿硕冗^美好的一天/夜晚并且感謝客人光臨l Help ladies and kids first, then men.l Open the door in such a way that you are not blocking the way for the guests to leave.l Use guest name if known.l Do not shake guest’s hand if guest doesn’t initiate so.l 女士與兒童優(yōu)先，然后是男士。3 讓客人在打印條和賬單上簽字。l 不允許在客人餐桌附近對照賬單。6. 可以使用刀叉時，把殘留物擦到第一個盤里。l 用數(shù)字編號的形式服務(wù)。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。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。4. 當客人點完單后重復一遍客人的點單。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 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。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）。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 擺放餐具不要超過3次。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。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