【正文】 就可，倒完把瓶子放到杯子上方的右手邊并把標(biāo)簽朝向客人。l Complimentary ice water should be pre set in bar or stations to be served upon guest request.l Water will be served in a water goblet using water jug, and periodically refilled when the glass is one third full.l 冰水可以放在吧臺里提前準(zhǔn)備好以便客人隨時需要。3. 為客人倒到杯子的80%就可以。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。WATER SERVICE茶水服務(wù)Serving Ice Water服務(wù)冰水Prepare Ice Water and service towel1. Put ice cubes into pitcher until pitcher is 1/3 full.2. Pour/add water until pitcher is 90% full.3. Fold service towel into a small squareServe Water to guests1. Hold pitcher with right hand and service towel with left hand.2. Serve ice water from the right of guest, holding pitcher with service towel underneath it.3. Pour ice water into glass until glass is about 80% full.4. Use service towel to wipe off water drops that condensed on pitcher.取好冰水準(zhǔn)備好服務(wù)毛巾1. 把冰水放到壺面滿1/3。l 用數(shù)字編號的形式服務(wù)。 of cup so that it39。7． 祝愿客人用餐愉快后再給下一個客人服務(wù)。5． 把茶壺放到杯子的上方。3． 把杯子放到客人的前面靠近右手上方的正餐盤。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。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。4. 把泡沫放在咖啡上。2. 在意大利咖啡機(jī)上按意大利鮮奶咖啡按鍵。4. 濃咖啡要配一片檸檬。2. 用一套上好的意大利咖啡粉。4 用一套咖啡杯、淡奶、糖的咖啡壺放在托盤里給客人送上。2 放兩勺不含咖啡因的咖啡放于咖啡壺里（一人）。3 把一套咖啡杯、淡奶、糖和咖啡壺放在托盤上送給客人。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(diǎn)熱水進(jìn)去燙一下空壺。5. 檢查椅子，如果有必要進(jìn)行一些碎屑的清理。3. 重新把調(diào)味品擺上餐桌。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。l 如果知道的話，盡量稱呼顧客的姓名。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。l 在結(jié)算時，以稱呼客人的姓來表達(dá)感謝Assist guest with leaving and Bid farewell幫助顧客離開 , 客人離開前的祝福1. Approach tables and assist in pulling chair as soon as guests give signal that they are leaving.2. Help guest put on his or her coat (if applicable). 3. Open the door for the guest when they leave.4. Wish the guest a good day or night and thank them for their visit.1. 如果看到顧客有離開的跡象，走近餐桌，拉開椅子。5. 如果一切正確，歸還到客人桌并感謝客人用餐。3. 確保公司在收銀臺有一個城市分類賬單。City Ledger城市分類賬1 Ensure guest sign the bill with their printed name, signature and pany’s name.2 Make sure the guest signs on every bill presented to him/her.3 Ensure that the pany has a city ledger account list located in the cashier area.4 Bring the signed bill to cashier for checking purpose.5 If everything is correct, return to the guest table and thank guest for dining. 1. 確?？腿嗽诖蛴×嗣趾凸久Q賬單上簽字。3. 要求用鑰匙來檢查房間號是否正確打印。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 checking the room number is correctly printed.4 Return the key or key holder to guest, and say, “Thank you very much.”1. 確?？腿嗽诖蛴∶郑块g號的賬單上簽字。5 信用卡，打印條和賬單的第一聯(lián)一并還給客人。3 讓客人在打印條和賬單上簽字。Credit Card信用卡1 Bring it back to the cashier.2 Check the slip to see the amount is correct after Cashier process the credit card and approval is obtained. 3 Present folder to guest with the card, slip and bill for signature. 4 Check the signature on the card after guest sign.5 Return the credit card to guest, together with the cardholder sales slip and the first copy of the bill.6 Present the above in the folder, open it and say, “Thank you very much sir/madam.”1 帶回到收銀臺。2 拿到收銀臺.3 將賬單的第一聯(lián)和零錢放在賬單夾里遞給客人。l 在顧客檢查賬單的時候不要站在顧客的旁邊。l 用標(biāo)有翔鷺集團(tuán)標(biāo)志的筆。4. 在顧客等待結(jié)算的時候，與顧客保持一定的距離。2. 在客人的右手邊用右手向客人出示折起來的賬單文件夾。l 文件夾的封面必須潔凈，沒有破損。l 不允許在客人餐桌附近對照賬單。4. 把賬單保存在文件夾里，放在工作臺上，如果客人需要時及時出示。2. 在客人買單之前，我們要檢查輸進(jìn)電腦的客人用餐的所有項(xiàng)目，確保準(zhǔn)確無誤。5. 一旦清除碎屑，要把臟的器具放在工作臺的服務(wù)盤里。3. 探身彎腰，盤子在左手并靠近桌子的邊緣。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。l 如果需要幫助，在開始清理之前就應(yīng)該確定幫你的人。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。6. 可以使用刀叉時，把殘留物擦到第一個盤里。4. 調(diào)整好餐具防止從手中掉下，然后用手指固定好刀叉拖起盤子，然后把刀放到叉的下面。例如：“打擾一下，我可以清理一下您的盤子嗎？”2. 收盤子的時候注意從客人的右邊，用右手收起第一個盤子。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(diǎn)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(diǎn)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(diǎn)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。l 必須提供連續(xù)不間斷的、熱情周到、有條不紊的專業(yè)化服務(wù)。4. 在客人沒有提出需要之前幫客人準(zhǔn)備好他們所須的。2. 撤走所有客人不需要的東西。l 放有肉制品的飯菜要在顧客的六點(diǎn)鐘的方向。l 用數(shù)字編號的形式服務(wù)。3. 當(dāng)為客人上菜時為客人報菜名，如客人需要告訴客人菜的做法。