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the popular dishes and so :What would you like to say when you want to take order for the guest? A:May I take your order now? :What would you like to say when you want to remend something to the guest? A:May I remend…? / How about…? / Why not try our…? / Would you like to try? :What do you need to do after the guest has finished ordering? A:I need to repeat all his orders to confirm the orders with the :After you have finished the orders, what would you like to say? A:Thank wait a minute, we’ll be back soon with your :What would you like to say to the guest when all the dishes have been served? A:That should be all you your :If the guest wants to smoke in the nonsmoking area, what would you like to say? A:I am sorry there is no smoking here, but if you like, there is a smoking :What would you like to say if the guest asks for the dish that has been sold out? A:I am sorry that is not available, but would you like to try…?:What would you like to say to the guest if you remend your house specialty? A:Would you like to try our house specialty? It’s very popular among our :What would you like to say when the guest has been waiting for a long time? A:I’m sorry to have kept you :What would you like to say when you want to know whether the guest is happy with his meal? A:Is everything to your satisfaction? / How was everything? :What would you like to say when the guest orders a cup of coffee? A:Would you like black coffee or white coffee? / Would you like your coffee with cream or milk? :What would you like to say when you remend special drinks to the guest? A:Would you like to try our special drinks? :What would you like to say when the guest asks “Where can I have cocktail?” A:We serve cocktails in the lobby :What would you like to say if the guest asks for a steak? A:How would you like your steak, medium, medium well or welldone? :What will you do when the guest tells you that there’s something wrong with the bill? A:I will check it with the guest there is a mistake , I must make an apology to the guest,and then bring the bill to the cashier’s desk to correct :What is the most important thing that you need to do when the hotel guest would like to charge his bill to his room? A:I must ask the guest to show his room :How can you know the method of payment that the guest would like to choose? A:How would you like to pay, sir? :What will you say to the guest when he is leaving the restaurant? A:Thank you for your ing./ We are looking forward to serving you again.第三篇:ZZ20180892018全國(guó)職業(yè)院校技能大賽中職組酒店服務(wù)賽項(xiàng)專(zhuān)業(yè)知識(shí)口試題庫(kù)2018全國(guó)職業(yè)院校技能大賽中職組酒店服務(wù)賽項(xiàng)專(zhuān)業(yè)知識(shí)口試題庫(kù)中餐宴會(huì)擺臺(tái)與服務(wù)部分一、簡(jiǎn)答題。答:(1)歷史悠久;(2)原料廣博;(3)菜品繁多;(4)選料講究;(5)配料巧妙;(6)刀工精湛;(7)善于調(diào)味;(8)注重火候;(9)技法多樣;(10)講究盛器。答:(1)填寫(xiě)臺(tái)號(hào)、人數(shù)、服務(wù)人員的姓名和日期;(2)正確填寫(xiě)數(shù)量和品名;(3)空行用筆劃掉;(4)如有特殊要求,用其他顏色筆注明;(5)冷菜、熱菜和點(diǎn)心分單填寫(xiě),以便廚房分類(lèi)準(zhǔn)備和操作;(6)點(diǎn)完菜后,主動(dòng)推銷(xiāo)介紹酒水,填寫(xiě)酒水單。答:(1)白度或明度高;(2)透光度高;(3)釉面質(zhì)量平整光滑,光澤度高;(4)無(wú)變形或極輕微的變形,裝飾精美;(5)具有能滿(mǎn)足實(shí)用要求的理化性能;(6)根據(jù)菜式要求成套配置。答:(1)首先了解客人有無(wú)特別要求;(2)點(diǎn)菜時(shí)應(yīng)主動(dòng)介紹菜式的特點(diǎn),幫助賓客挑選本餐廳的特色菜,特別是廚師當(dāng)天推薦的創(chuàng)新菜,時(shí)令菜,特價(jià)菜,點(diǎn)菜完畢后,應(yīng)復(fù)述給賓客聽(tīng),并詢(xún)問(wèn)是否有錯(cuò)漏等;(3)主動(dòng)向賓客推銷(xiāo)酒品、飲料;(4)入廚單應(yīng)迅速準(zhǔn)確,遇到特殊賓客要求要加以注明,必要時(shí)與生產(chǎn)部門(mén)交代溝通。答:(1)咖啡、茶;(2)各種果汁、蔬菜汁;(3)各式面包配黃油和果醬;(4)冷和熱的谷物,如玉米片、燕麥粥等;(5)各式蛋類(lèi);(6)火腿、香腸和腌肉等肉類(lèi)。答:(1)搞好吧臺(tái)內(nèi)外的清潔衛(wèi)生;(2)將剩余的酒水、配料等妥帖存放;(3)將臟的杯具等送至工作間清洗、消毒;(4)打開(kāi)窗戶(hù)通風(fēng)換氣,以消除酒吧內(nèi)的煙味、酒味;(5)處理垃圾。? 答:(1)按要求著裝,按時(shí)到崗;(2)按要求和規(guī)范做好環(huán)境衛(wèi)生;(3)擦拭和檢查各類(lèi)餐具和器具;(4)備足開(kāi)餐時(shí)所需的調(diào)味品;(5)裝飾布置自助餐臺(tái);(6)按規(guī)范擺放食物和擺臺(tái);(7)參加餐前會(huì);(8)站立恭候客人光臨。? 答:(1)做好預(yù)訂前的準(zhǔn)備工作;(2)做好宴會(huì)預(yù)訂受理工作;(3)填寫(xiě)宴會(huì)預(yù)訂單、處理預(yù)訂資料;(4)編制宴會(huì)預(yù)算;(5)簽發(fā)宴會(huì)預(yù)訂確認(rèn)書(shū)。? 答:(1)早餐服務(wù):為客人提供歐陸式、英式、美式和中式早餐;(2)午餐、晚餐服務(wù):提供烹調(diào)較為簡(jiǎn)單、快捷的西餐和中餐;(3)點(diǎn)心服務(wù):提供三明治、面條、餃子和甜點(diǎn)等。? 答:(1)對(duì)賓客禮貌、熱情、親切、友好,一視同仁;(2)密切關(guān)注并盡量滿(mǎn)足賓客的需求,高效率地完成對(duì)客服務(wù);(3)遵守國(guó)家法律法規(guī),保護(hù)賓客的合法權(quán)益;(4)尊重賓客的信仰與風(fēng)俗習(xí)慣,不損害民族尊嚴(yán)。? 答:(1)煮沸消毒法;(2)蒸汽消毒法;(3)高錳酸鉀溶液消毒法;(4)漂白粉消毒法;(5)紅外線(xiàn)消毒法;(6)“84”消毒液消毒法;。答:(1)餐前飲開(kāi)胃酒,如味美思、比特酒或雞尾酒等;(2)喝湯可以不飲酒或配飲較深色的雪利酒等;(3)進(jìn)食海鮮類(lèi)或口味清淡的菜肴時(shí),配飲白葡萄酒;(4)進(jìn)食牛排、羊排、豬排等時(shí)則配飲紅葡萄酒;進(jìn)食火雞、野味等菜肴時(shí),配飲玫瑰紅葡萄酒或紅葡萄酒;(5)奶酪——配飲甜葡萄酒或繼續(xù)飲用主菜酒類(lèi);(6)甜點(diǎn)——配飲甜葡萄酒、雪利酒或利口酒;(7)餐后——配飲甜酒或甜雞尾酒,如利口酒、缽酒等;(8)香檳酒可搭配任何西菜。?答:(1)語(yǔ)言文明、簡(jiǎn)潔、清晰,符合禮儀規(guī)范;(2)站、坐、行姿符合各崗位的規(guī)范與要求,主動(dòng)服務(wù),有職業(yè)風(fēng)范;(3)以協(xié)調(diào)適宜的自然語(yǔ)言和身體語(yǔ)言對(duì)客服務(wù),使賓客感到尊重、舒適;(4)對(duì)賓客提出的問(wèn)題應(yīng)予以耐心解釋?zhuān)煌普喓蛻?yīng)付。答:(1)基酒:以烈性酒作為基酒,如金酒、威士忌、白蘭地、伏特加、朗姆酒及特基拉酒等;(2)輔料和配料:輔料一般為檸檬汁、菠蘿汁、橙汁和汽水,而配料是指糖、鹽、鮮奶、紅石榴汁、丁香、豆蔻粉等;(3)裝飾物:多以各類(lèi)水果為主,如紅櫻桃、青橄欖、黃菠蘿、橙子、檸檬等。有時(shí)也用植物的青枝綠葉當(dāng)裝飾物。? 答:(1)飯店的培訓(xùn)工作有極強(qiáng)的針對(duì)性;(2)培訓(xùn)形式靈活多樣;(3)培訓(xùn)內(nèi)容廣泛;(4)實(shí)施培訓(xùn)的難度較大。答:(1)主菜肴的觀賞面應(yīng)正對(duì)主位,其他菜肴的觀賞面要朝向四周;(2)各種菜肴擺放時(shí)要講究造型藝術(shù),應(yīng)根據(jù)菜品原材料的顏色、形狀、口味、葷素、盛器、造型對(duì)稱(chēng)擺放;(3)如果有的熱菜使用的是長(zhǎng)盤(pán),盤(pán)子要橫向朝著客人;(4)上熱菜中的整雞、整鴨、整魚(yú)時(shí),中國(guó)傳統(tǒng)的習(xí)慣是“雞不獻(xiàn)頭,鴨不獻(xiàn)掌,魚(yú)不獻(xiàn)脊”。答:(1)自助餐餐臺(tái)布置要求美觀、醒目、富有吸引力,并方便賓客取菜;(2)賓客用餐程序自由;(3)賓客用餐時(shí)間、節(jié)奏自定;(4)菜點(diǎn)品種豐富,賓客可據(jù)自己喜好自由選擇;(5)服務(wù)程序簡(jiǎn)化,節(jié)省人力;(6)餐前、餐后工作壓力大。18.請(qǐng)簡(jiǎn)述菜單定價(jià)必須遵循的基本原則。答:(1)菜單的價(jià)格制定必須符合市場(chǎng)定位,適應(yīng)市場(chǎng)需求;(2)價(jià)格必須反映產(chǎn)品的價(jià)值;(3)價(jià)格制定要符合國(guó)家政策,接受物價(jià)部門(mén)的指導(dǎo)和監(jiān)督;(4)菜單價(jià)格體系在一定時(shí)期內(nèi)相對(duì)穩(wěn)定,且具有靈活性。? 答:(1)基本信息;(2)標(biāo)準(zhǔn)配料及配料量;(3)規(guī)范的烹調(diào)程序;(4)烹制份數(shù)和標(biāo)準(zhǔn)份額;(5)每份菜肴標(biāo)準(zhǔn)成本;(6)食品原料質(zhì)量標(biāo)準(zhǔn);(7)成本質(zhì)量要求與彩色圖片。20.簡(jiǎn)述法式菜的特點(diǎn)。答:(1)選料廣泛,品種繁多;(2)講究烹飪,注重調(diào)味;(3)用料新鮮,講究搭配。答:(1)確保潔凈、優(yōu)雅的就餐環(huán)境;(2)廣泛組織客源,擴(kuò)大產(chǎn)品銷(xiāo)售,提高回頭客比例,培養(yǎng)忠誠(chéng)顧客;(3)保持并不斷提高菜肴質(zhì)量,不斷更新品種;(4)加強(qiáng)食品原料的采購(gòu)、儲(chǔ)藏管理及食品衛(wèi)生與安全管理;(5)做好餐飲成本控制工作,加強(qiáng)部門(mén)物資、財(cái)產(chǎn)管理;(6)嚴(yán)格餐廳銷(xiāo)售服務(wù)管理,提高服務(wù)質(zhì)量;(7)合理組織人力,提高工作效率。22.簡(jiǎn)述餐飲服務(wù)的特點(diǎn)。答:(1)直接性;(2)一次性;(3)無(wú)形性;(4)同步性;(5)差異性。23.餐廳服務(wù)人員的相關(guān)能力要求有哪些? 答:(1)語(yǔ)言能力;(2)應(yīng)變能力;(3)推銷(xiāo)能力;(4)技術(shù)能力;(5)觀察能力;(6)記憶能力;(7)自律能力;(8)服從與協(xié)作能力。24.飯店組織機(jī)構(gòu)設(shè)計(jì)應(yīng)遵循哪些原則? 答:(1)目標(biāo)明確化原則;(2)等級(jí)鏈原則;(3)分工協(xié)作原則;(4)管理幅度恰當(dāng)原則;(5)精簡(jiǎn)高效原則。? 答:(1)能使產(chǎn)品的份量、成本和質(zhì)量始終保持一致;(2)所有廚師等生產(chǎn)人員只需按菜譜規(guī)定的制作方法加工產(chǎn)品,從而減少管理人員現(xiàn)場(chǎng)監(jiān)督管理的工作量;(3)便于生產(chǎn)管理人員根據(jù)菜譜安排生產(chǎn)計(jì)劃;(4)保證所有廚師能烹制出符合質(zhì)量要求的產(chǎn)品;(5)便于管理人員對(duì)廚師的調(diào)配使用。26.飯店服務(wù)質(zhì)量的基本要求有哪些? 答:(1)以人為本,內(nèi)外結(jié)合;(2)全面控制,“硬、軟”結(jié)合;(3)科學(xué)管理,點(diǎn)面結(jié)合;(4)預(yù)防為主,防管結(jié)合。? 答:(1)準(zhǔn)確傳菜:確認(rèn)點(diǎn)菜單、桌號(hào);(2)檢查質(zhì)量:做到“五不取”;(3)安全傳菜:傳送平穩(wěn)、湯汁不灑;(4)合作協(xié)調(diào):通知值臺(tái)員,撤回臟餐具;(5)行走路線(xiàn):按指定路線(xiàn)行走,防止碰撞;(6)聯(lián)絡(luò)協(xié)調(diào):保持餐廳與廚房的協(xié)調(diào),以滿(mǎn)足客人的就餐需求。28.西餐正餐的上菜順序是什么? 答:(1)面包和牛油;(2)開(kāi)胃頭盤(pán);(3)湯;(4)沙律;(5)主菜;(6)甜品;(7)水果;(8)咖啡或奶茶。29.西餐上菜時(shí),怎么辦? 答:(1)上菜時(shí),應(yīng)按西餐上菜順序服務(wù);(2)為客人上面包和牛油時(shí)應(yīng)從客人的左手邊服務(wù);(3)所有熱菜都應(yīng)加蓋,上菜時(shí)先把蓋子拿起,然后用右手在客人的右邊上菜(不可在客人的對(duì)面上菜);(4)上菜時(shí)要報(bào)菜名;(5)在上第二道菜時(shí),要先撤去用完的前一道菜的菜碟。答 :(1)熟悉不同宗教的餐飲禁忌和禮節(jié);(2)通過(guò)察言觀色、多種途徑了解客人信奉的是哪種宗教,有什么忌諱;(3)在菜單上要特別注明,交代廚師用料時(shí)不可冒犯客人的忌諱,并注意烹飪用具與廚具的清潔;