【正文】 Serve food and condiments服務(wù)飯菜以及調(diào)味品1. Approach table and smile2. Serve each guest from guest right hand side using right hand.3. Announce the name of the dish when serving, and explain the dish if requested. 4. Wish guest to enjoy their food before you leave the table1. 靠近餐桌，微笑服務(wù)。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。Pick up food上菜1. Begin pick up procedure only when all the food for the course of a table is ready.2. Arrange items so that it can be served in sequential order around the table.1. 當(dāng)所有的飯菜準(zhǔn)備就緒的時候開始上菜。l 擺放或移動餐具盡量在同一時間，盡量不要打擾顧客。l Cutleries are clean, polished, and in good condition.l Lady first, then move clockwise.l Place or remove cutleries at the same time to minimize disturbances.l Do not place more than 3 courses of cutleries.l 所有餐具必須干凈，不能有破損。4. 保持此服務(wù)程序直到所有餐具更換或填加完畢。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。l 記住座位號或客人的號數(shù)。l 以便萬一有任何遺漏，使用酒店統(tǒng)一的點菜單。l 用標(biāo)準(zhǔn)的縮寫形式，數(shù)字編號，順時針方向。l 全面關(guān)注顧客。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(dāng)客人要單點時依次圍繞餐桌給客人點單2. 當(dāng)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(fù)述一遍。l 有兩處以上的餐具需要移動的話，必須使用飲料托盤。3. 把撤下來的餐具依次歸類放在服務(wù)邊柜上。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。l 女士優(yōu)先然后順時針旋轉(zhuǎn)。7. 繼續(xù)下一位。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. 走路的時候要小心謹(jǐn)慎，保持托盤的平衡。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(zhǔn)備干凈的托盤，從酒吧準(zhǔn)備好客人所點的飲料。l 順時針的方向用編號的方式記錄。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)。4. 當(dāng)客人點完單后重復(fù)一遍客人的點單?！眑 登記餐桌號碼是為了告知前線的服務(wù)員客人的餐桌號碼，這樣他們可以撤掉多余的餐具以及桌椅。登記餐桌的號碼1. 將口布正放到黃油碟上。l 保護好菜單，不要破損，保證菜單的時效性。l 如果客人晚到了一些，親自帶領(lǐng)客人走到餐桌用餐，不能只是指引路線。l 帶小孩的父母喜歡不擁擠的區(qū)域。3. 根據(jù)營業(yè)狀況，對于特定用餐的客人給予特別的關(guān)注。1. 引導(dǎo)客人走最近的路程到達(dá)客人指定的餐桌。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。4． 在客人就座之后在預(yù)約登記冊上作記錄l 所有的客人都應(yīng)該在15秒之內(nèi)受到我們的關(guān)注以及問候。服務(wù)工作流程標(biāo)準(zhǔn)任務(wù)具體實施標(biāo)準(zhǔn)Greet the guest問候客人1． 當(dāng)客人到達(dá)餐廳門口的時候，從迎賓臺主動走出面向客人問好2． 歡迎客人。3． 確定客人用餐人數(shù)。l 如果是熟悉的顧客稱呼客人的名字，如果不知道客人的名字，詢問客人以便做好座位紀(jì)錄。陪同客人，協(xié)助客人就座。2. 拉開椅子幫助客人就座，首先關(guān)注女士以及兒童。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。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。l 在經(jīng)營狀況允許的情況下，每桌客人之間的距離至少有一張桌子的空間呈上菜單1. 微笑的打開菜單2. 站在客人的右邊，身體微傾用右手為客人展示菜單。l 女士優(yōu)先，然后順時針旋轉(zhuǎn)。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。Take beverages order and explain specialties當(dāng)客人點酒水時，向客人介紹我們的特色1. Ensure if guest is ready to order. Ex: “Are you ready to order Sir?”2. Server will verbally offer selection of juices and any daily specialty. Ex: “Would you care for a …….”3. Listen carefully and fill in “captain order” using system outlined in the manual.4. Repeat guest orders after order has been taken.5. Before leaving table, explain any special food menu offering and mention not available items.1. 明確客人是否開始點單了，例如：請問您是否需要先喝點酒水2. 可以向客人提供一些口頭上的建議，介紹一些平時比較受歡迎的果汁，例如：“您喜歡……？”3. 仔細(xì)聽，填好客人的點單，按照工作手冊上制定的工作程序進行。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。l 使用翔鷺集團的筆，并保持書寫工整。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. 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）。4. 服務(wù)酒水時，從客人的右手邊上酒水。6. 把飲料放在杯墊上面，然后向客人說明飲料的名稱。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 在顧客的右手邊用右手提供服務(wù)。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。l Setting removal must be quiet and unobtrusive.l For 2 or more extra place setting removals, a beverage tray is required.l All items not needed for selection ordered are immediately removed from the table.l 移動餐具的時候必須輕拿輕放，不能讓客人感覺到唐突。l 點單上的菜式不要求的用具必須馬上從餐桌上撤掉。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)。隨時回答客人的