酒店西餐服务程序汇总(中英文).doc

精品文档就在这里-各类专业好文档，值得你下载，教育，管理，论文，制度，方案手册，应有尽有-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, thats 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 DOeuvres 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 SaucerMilk JugAshtray咖啡杯碟子奶壶烟碟Sugar Bowl BB PlateTea BagToothpick糖罐烧烤盘茶袋牙签Carnation milkTable matSaucesDolly Paper三花淡奶桌垫酱油纸花垫MatchCloth Napkin火柴口布Tea Cocktail Counter Set up 茶、鸡尾酒摆台WarmerTea potAshtrayCoffee cup加热器茶壶烟碟咖啡杯SaucerGlass Ice Cube Holder碟子杯子冰夹Cocktail Garnish JuicesTeaLemon鸡尾酒装饰品果汁茶柠檬Cherry UmbrellaSticksDolly paper樱桃装饰用小伞小木签纸花垫TrayJamTent CardWine basket托盘果酱卡片酒篮TowelPaper Napkin毛巾餐巾纸Straw Captain Order BookOrder Stand吸管定餐单定单夹MilkFlask Tea bagBB Plate牛奶细颈花瓶茶袋烧烤盘General 一般用品clean menuscheck supply of lined干净菜单检查布巾的供应prepare salt and pepperswrite up specials (on blackboard)准备盐及胡椒记下特别之处（写在黑板上）polish glasswarefold serviettes干净玻璃器皿折叠餐巾polish cutleryproperly store equipment干净餐具适当储存设备prepare coffee machineprepare 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 jugsprepare breads准备咖啡杯及咖啡壶准备面包prepare under linersprepare butters准备涂抹器具准备黄油set up dessert trolleyclean 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 wont catch up. Thats 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 cashiers 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 dont 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 rings1. “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 guest4. “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 usMr. 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 guests name in appropriate place Guest. Well have table forto 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 youl Ask guest if a certain table of other special would like, or any otherrequirements 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 guests 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. “Well look forward to seeingl 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，XXl Use guests 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 customers 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