酒店西餐服务程序汇总(中英文).doc

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酒店西餐服务程序汇总（中英文）
Remarks:
All the clearing must follow the rule: who deliver the order; this person should also finish clearing in his/her shift. He/Her cannot pass to the next shift except by the time he/her finish duty and it is still within one hour after delivering.

程序如下:
1. PREPARING FOR SERVICE 准备工作
1.1 Personal grooming 个人仪表
1.2 The table 摆台
1.3 Menu knowledge 菜单知识
1.4 Miscellaneous preparation tasks 各项准备工作
1.5 The waiters sideboard 服务员边柜
1.6 Setting the atmosphere – the final check 气氛布置 – 最后的检查
1.7 The reservations diary – taking a reservation 预定日记

2. WELCOMING CUSTOMERS 迎接客人
2.1 Seating a customer 引客人入座
2.2 Greeting 问候
2.3 Seating 就坐
2.4 Serving Pre-meal Drinks 提供餐前酒水

3. SERVING FOOD 食品的服务
3.1 Order taking sequence 服务顺序
3.2 The scribble pad 记事本
3.3 Docket system 入厨单
3.4 Adjusting cutlery 调整餐具
3.5 Serving food 提供饮食服务
3.6 Cleaning tables 清洁桌面

4. CUSTOMER DEPARTURE / CLEANING 顾客用餐完毕后清洁
4.1 Arranging customer departure 安排客人离去
4.2 Payment methods 结帐方式
4.3 Cleaning 清洁

　　详细内容如下:
　　1. Preparing for service 准备工作
　　1.1 Personal grooming 个人仪表
　　As this is an “up front” industry, your appearance becomes all important. Therefore, special attention to grooming is essential.
　　因为这是服务业的最前方，你的外表是很重要的，因此你必须首先注意这一点。
　　Being in control of the job at hand, along with good self image and personal appearance leads to professional confidence when handling people.
　　随时处于工作最佳状态，伴以良好自我形象及个人外表，这将你在面对顾客时表现得既自信又专业。
　　The things we look at when we talk of personal grooming include.
　　我们所讨论并关注的个人仪表包括：
　　(a) Facial expression – a customer expects to see a smiling face – a smile overcomes many problems. Show alertness and freshness, never boredom of disinterest.
　　表面印象 – 顾客总是希望见到笑脸 – 微笑可以克服任何难题，表现出您的警觉和生机，绝不要不耐烦或不理睬顾客;
　　(b) Personal hygiene – a sense of pride is gained by looking well groomed and attractive.
　　个人卫生 – 以仪表整洁吸引别人并引以自豪
　　Daily bathing and use of deodorant ensures personal freshness and cleanliness. Avoid excessive use of after shaves, cosmetics and perfumes.
　　每日冲澡并使用除臭剂以确保个人卫生干净，避免过量使用“须后水”，化妆品及香水。
　　Daily brushing of teeth avoids arduous and helps prevent dental problems. A breath freshener is recommended for smokers.
　　每日刷牙避免难闻气味及牙病产生，吸烟者要准备一个口腔清新剂;
　　(c) Hair- hair should be clean and tidy, well groomed and not require constant touching or attention.
　　发型 – 应保持干净整洁，修饰整齐，不要引起特别注意;
　　(d) Dress – it is the first impression the customer remembers. It is essential to maintain clothes and uniforms in good condition. Show that you care about your appearance and make sure your clothes and uniforms are smart, clean and uncreased. Dirty shoes and laddered stockings also show neglect.
　　衣着 – 请记住这是给予顾客的第一印象。首先要注意制服的干净整洁。你必须关注你的外表确保制服干净整洁并无褶皱。
　　There are a number of things to be considered when preparing your restaurant for service – not the least of which is that the restaurant has to be spotlessly clean and presented at its best for each service period.
　　在你为服务做准备工作时，有许多需要你注意的事项，不仅仅是要求一点污点也没有，而且要求餐厅必须处于最佳服务状态。
　　This is the minimum expectation of your customers.
　　这是顾客对我们的最低要求。
　　Time spent in preparation is never wasted as efficient preparation is the key to a smooth operation.
　　准备工作所用的时间并不是在浪费时间，因为高效率的准备工作时常是顺利运作的主要因素。
　　On arrival, check with the supervisor or manager to establish special requests and expected bookings. They will have confirmed reservations and allocated tables (stations) and docket books to staff member.
　　报到后，与主管及经理确认特别要求及预定。他们将确认预定并安排桌位并将要点统治员工。
　　You are now ready to undertake preparation tasks. The order in which tasks are combined varies with establishments.
　　现在，你已经准备好去执行这项任务。定单的任务是与各种确认有关的。
　　1.2 The table 摆台
　　The table is one of the first things your customers see, that’s why it is necessary to ensure all tables are in the positions as indicated on the floor plan. Floor plans can vary daily depending on bookings.
　　桌面是你的顾客所看见的第一样事务，这就是为什么说在得到指示后确保所有桌面摆台正确是必要的原因，
　　Ensure all tables have been wiped and clean cloths or placemats laid. Set the table with items required by your establishment. Common items include salt and peper shakers, ashtray, bud vase, candle holder, chean and polished cutlery, glassware and folded serviette for each customer. Check all table settings.
　　确保所有桌面铺着整洁的桌布并摆好所需物品。确认后按要求摆台。一般需要摆放盐、胡椒、烟碟、花瓶、烛台、瓷器、玻璃器皿及折叠的餐巾。检查所有摆台。

1.1 Menu knowledge 菜单常识
1) You must know : a. The dishes on the menu 菜单上的菜肴
你必须知道 b. The prices 价格
b. The seasonal vegetable 当季蔬菜
c. The specials of the day 每日特式
d. Soup of the day 是日例汤
e. Items which are not available 哪些项目是不必要的

2) How to serve each item: 如何提供每项服务
a. Steak with baked potatoes or French fries and ketchup
牛扒、烤土豆片、或法国油煎食品
b. When to serve a Finger Bowl
何时给顾客提供碗
c. What cutlery for each dish in the right order
正确提供，每盘菜需要的餐具
d. Parmesan cheese with pasta items, etc.
意大利奶酪及面制品等
3) Generally follow: 一般上菜程序
ITEM 项目 SERVE WITH 同时提供
1. Meat Dish 肉类 Steak Knife 牛扒刀
2. Hor D’Oeuvres 餐前点心 Small fork and knife 小刀叉
3. Fasta 面食 Spoon and Fork 汤匙及叉
4. Fish 鱼类 Fish knife and fork 食鱼用刀叉
5. Soup 汤类 Round soup spoon 汤匙及叉
6. Dessert 餐后甜点 Dessert spoon or dessert fork 甜点及叉
7. Fruits 水果 Dessert knife and fork 甜点刀叉
8. Tea or Coffee 茶或咖啡 Cream and sugar 奶酪或叉
9. Rice 米饭 Spoon and Fork 汤匙或叉
10. Crustacean ( Lobster, Prawns etc. With finger bowl 小碗
贝类食物（虾、龙虾、等）

However, it will be the guest choice of sequence of food service.
总之，食品将根据客人需要提供。

1.2 Miscellaneous Preparation Tasks 各项准备工作
There are numerous preparation tasks to be completed and again these vary with establishments. Examples of such tasks are outlined below:
这里将有许多准备工作需完成并不断修改确认。以下为诸如此类的需完成的工作：
Service Station Par Stock 服务台储备

A. Description 项目 Quantity 数量
Dinner knife 餐刀
Dinner fork 餐叉
Dessert spoon 甜食匙
Dessert fork 甜食叉
BB knife 茶倒
Tea spoon 茶匙
Service fork 普通叉
Service Spoon 普通刀
Paper Napkin 餐巾纸
Comment Card 意见卡
Captain order pad 点菜单
Beverage order pad 酒水单

Service Station Set-up 服务台摆台
Coffee cup Saucer Milk Jug Ashtray
咖啡杯 碟子 奶壶 烟碟
Sugar Bowl BB Plate Tea Bag Toothpick
糖罐 烧烤盘 茶袋 牙签
Carnation milk Table mat Sauces Dolly Paper
三花淡奶 桌垫 酱油 纸花垫
Match Cloth Napkin
火柴 口布

Tea – Cocktail Counter Set up 茶、鸡尾酒摆台
Warmer Tea pot Ashtray Coffee cup
加热器 茶壶 烟碟 咖啡杯
Saucer Glass Ice Cube Holder
碟子 杯子 冰夹
Cocktail Garnish Juices Tea Lemon
鸡尾酒装饰品 果汁 茶 柠檬
Cherry Umbrella Sticks Dolly paper
樱桃 装饰用小伞 小木签 纸花垫
Tray Jam Tent Card Wine basket
托盘 果酱 卡片 酒篮
Towel Paper Napkin
毛巾 餐巾纸
Straw Captain Order Book Order Stand
吸管 定餐单 定单夹
Milk Flask Tea bag BB Plate
牛奶 细颈花瓶 茶袋 烧烤盘

General 一般用品
clean menus check supply of lined
干净菜单 检查布巾的供应
prepare salt and peppers write up specials (on blackboard)
准备盐及胡椒 记下特别之处（写在黑板上）
polish glassware fold serviettes
干净玻璃器皿 折叠餐巾
polish cutlery properly store equipment
干净餐具 适当储存设备
prepare coffee machine prepare and stock the waiters sideboard
准备咖啡机 准备储存适量的水在边柜中
prepare coffee cups and mild jugs prepare breads
准备咖啡杯及咖啡壶 准备面包
prepare under liners prepare butters
准备涂抹器具 准备黄油
set up dessert trolley clean equipment
餐车摆台 清洁设备
vacuum restaurant public areas
餐厅公共区域吸尘

1.3 The waiters sideboard (Workbench) 服务员边柜
How well your sideboard is set up can make the difference between the customer having a good or a bad experience – if you get behind you won’t catch up. That’s why it is very important that you exercise care and give thought to the preparation of your sideboard.
边柜摆台情况将会影响顾客对酒店印象的好坏 – 如果你没有注意到这些你将来会使服务不及时。这就是为什么你对边柜准备工作及摆台是很重要的原因。

Items kept on or in your sideboard may include:
边柜摆台及储存所需注意之项目：
l Service cloths 清洁布
l Clearing trays 干净托盘
l Service plate (for carrying cutlery) 服务托盘（用以送餐具）
l Accompaniments – e.g. pepper, mustards… 调味品诸如胡椒、芥末等
l A supple of clean crockery and cutlery 干净餐具及瓷具
l Scribble pad, docket book , pens, menu and specials
意见薄、记事薄、钢笔、菜单及其它
l A supply of serviettes and table lined 餐巾及桌巾
l Clean ashtrays and matches 干净烟碟及火柴
l Serving spoons and forks 汤匙及刀叉
l Underliners (doily plates) 装饰小桌巾
l Wine list if ‘single handed’ service 酒单
l Coffee warmers 咖啡加热器

1.4 Setting The Atmosphere – the Final Check 气氛布置 – 最后的检查
Once all tasks have been completed, take a few moments to check on any maintenance items in the restaurant e.g. damaged equipment, torn carpets, blown light globes… report problems to the supervisors.
当所有摆台完毕，用几分钟时间再次检查餐厅所有各项维修状况，例如损坏的设备，破旧的地毯，开裂之处等，将问题报告给主管。

Once again check all table setting. Set the atmosphere of the restaurant, ensure lighting is at the correct level, background music is set and all plants and furniture are in the right position. All staff are to be in the correct uniforms and properly presented.
再次检查所有摆台。布置餐厅气氛，确保灯光强度适宜，背景音乐正常，植物及设施摆放地点正确。所有员工身着正确制服并表现适宜。

Before customers arrive you need to ask the kitchen for:
当顾客到达之前，你须向厨房询问如下事项：
l Specials 特殊事宜
l Soup of the day 例汤
l Fish of the day 是日鲜鱼
l Vegetables 时蔬
l Desserts 餐后甜品
l Any menu items not available 所有菜单上菜肴有准备

All tasks completed, you are now ready to receive your customers.
Note: Check the toilets are clean and there is a sufficient supply of towels/
toweling, soap… if not, report this to your supervisor.
当所有准备结束，你可以说已经准备好了迎接顾客。
注意：检查卫生间是否干净，毛巾、香皂等是否准备好。如没有，立即报告
给你的主管。

1.5 The Reservations Diary 预定日志
Most restaurant have a reservations diary located at the restaurant reception or cashier’s desk. When customers enter ether restaurant, welcome them and establish whether they have made a reservation – if so, indicate that they have arrived in the diary. If not, enquire as to the name and allocate a table. It is a good idea to adopt this procedure as it will assist you and your colleagues to refer to customers by name, or locate a customer in the event of telephone calls or a late customer wishing to join party, for example.
大多数的餐厅将预定日志放置在餐厅接待处或收银台。当顾客进入餐厅时，问候之后确认他们是否做了预定- 如果做了预定，在预定日志是注明客人已到。如果不是，请他们留下姓名之类信息后安排他们入座。此程序的好处在于它帮助你及同事确认客户姓名，如果客人打来电话将推迟活动或迟来客户来参加将会很方便你为他们找到桌位。

B. Taking a Reservation 接受预定
From time to time it will be necessary for you to take reservations in person or on the telephone. The information you need to obtain includes the date and time required, the name and number of guests along with any special requests and a contact telephone number (optional).
很有可能不时有客人亲自或电话预定。你需要掌握的信息有日期，时间，客人姓名，客人数量及其它特殊要求，并记下联系电话号码。

The key points in suing the telephone include: 接电话的要点
----- answer the telephone promptly – within 3 rings
在电话铃响3声内接起电话：
----- put a smile in your voice 语调能让人感觉出你在微笑
----- pace your welcome--“good afternoon” 表达你的欢迎：“下午好”
“so and so restaurant” “XXX餐厅”
“Peter speaking” “我是XXX”
“May I help you?” “我能为您做些什么吗？”
----- not too fast --- be clear and concise. 语调不宜太快，尽量清楚、简练；
l Identify department, yourself and given time of the day like, “Le Grand restaurant, Good Morning, May speaking”.
明确地报上你所在部门、你的姓名、时间，例如：“早上好，西餐厅，我是XXX”
l Take reservation only in pencil, write clearly. 用铅笔清楚地写下预定
l Ensure correct Name spelling. 确保姓名拼写正确
l Also take first name or initial. 同时写下姓氏
l Take telephone numbers of any parties of 5 pax or more, know how many reservation for tow or four the party.
记下任何预定的电话号码，知道如何为两人或四人预定
l Reservation are marked directly in the reservation book.
预定应直接记录在预定本中
l Try to ask for dinner budget, etc. 询问客人顶餐最大预算金额
l Something you don’t understand, please, ask again.
如有不明白之处当即询问清楚
l And repeat the name, address, phone number and Guest order.
重复姓名、地址、电话号码、及客人定单内容。

Benefits of the task: 以上所述有利之处：
l Assures guest of available seating at specific time
在特别时间能为客人安排座位
l Allows for marking special requests 将客人特别要求记录下来
l Helps in planning table space 帮助分配餐桌预定
l Helps in labor forecasting 帮助预算需多少人手
l Helps predict numbers of guests to expect 帮助预计有多少客人
l Offers advance knowledge of other in- house Restaurant and promotions requests.
提供关于酒店餐厅及特式的进一步信息。

Steps 步骤 Pictures / script 实景描述
1. Answer telephone within three rings 1. “Good morning(afternoon,
appropriate greeting evening), (use restaurant
在铃响三声内接电话，恰当地问候客人 name) This is (your name)
l Identify restaurant and self May I help you?”
报出餐厅名称及你自己的姓名 早上好，（下午好、晚上
l Use appropriate voice pitch and language 好）这是XXX餐厅，我
使用恰当的语调及语言 是XXX，我能为您做些
什么？
2. Take out reservation book and open to current date
拿出预定本并打开到当天
l Act quickly and efficiently 动作迅速及有效
l Do not flip pages into phonier talk to others around during phone conversation.
当接电话时勿当面翻来翻去或与他人讲话
l Use pleasant voice, not mechanical or rushing.
以一种快乐的声调讲话，切勿生硬及粗鲁：

3. Find out key information from guest 4. “What is the name, please?
从顾客那里掌握正确的信息 “请问贵姓”
l Name 姓名 (pause) 暂停
l Date of reservation 预定日期 Thank you 谢谢
l Time of reservation 预定时间 When will you be joining us
Mr. Guest? (pause)
您哪天来（暂停）
What time?” (pause)
您什么时间来（暂停）
How many in your party?”
请问您们总共有多少人？
5. Check reservation book availability of date and time
检查预定本上有效时间及日期
l Act quickly and efficiently 动作迅速有效
l Double check date at top of pages 再次检查每页上方的日期

6. Make reservation 做预定 7.“Seven-thirty will be fine, Mr.
l Write guest’s name in appropriate place Guest. We’ll have table for
to reserve time and date two ready for you.”
在适当地方写下客人姓名，并预约时间 7：30怎么样，XXX先生，
及日期 我们将为您预留两个人的台位
l Tell guest that space will be reserved
告诉顾客预定的台位

8. Find special requests 特别要求 9. “Is there a particular table you
l Ask guest if a certain table of other special would like, or any other
requirements are desired special request we can take
询问顾客是否还有其它特别要求 care of?”
l Ask for guest’s local phone number “May I have a local phone
留下客人的电话号码 number where you can be
reached?”
您还想在订别的特别桌位吗？
或您还有别的特别要求吗？我
能留下您的电话号码以方便联系

10. Close conversation 结束预定 11. “We’ll look forward to seeing
l Tell guest that you look forward to seeing seeing you on(specific night)
Him or her on (special date) Mr. Guest should your plans
告诉客人你希望在哪天能见到他们 change, please give us a call.
l Request that guest phone if plans change 我们等待您在那天光临，XX
l Use guest’s name 先生，如要更改预定，请打个
电话通知我们
2. Welcoming customers 迎接客人
Customers expect immediate, friendly and courteous service. It is important to make customers feel welcome and comfortable when they visit your establishment Always greet customers with a smile and a cheerful “Good morning/afternoon…”. Where possible, use the customer’s name (we all like recognition and personal attention).
客人期望的总是快捷、友好、礼貌的服务。当客人前来查看确认余地功能时，使客人感到舒适及受欢迎是很重要的。通常问候客人时要面带微笑，以一种愉快的语调说：“早上好/下午好等”，如有必要，正确称呼客人的姓名。（大多数人都喜欢他人认识并引人注意。）

Attend to customers prom