1、CONTENT - 4 of 6 内容简介19. Towel Service上毛巾20. Beverage Service上饮料21. Wine Temperature葡萄酒温度22. Wine by the Glass杯卖葡萄酒23. Wine by the Bottle瓶卖葡萄酒24. Coffee & Tea Service咖啡及茶水服务标准F&BCore PracticesF&BCore Practices餐饮部核心规范餐饮部核心规范3. Restaurants,Bars & Lounges3. Restaurants,Bars & Lounges餐厅,酒吧,酒廊餐厅,酒吧,酒廊201
2、1/9/301-CONTENT - 5 of 6 内容简介25. Serving items ordered服务所点菜式26. Refolding of Napkins整叠口布27. Refill & Clearing补充及清理28. Supplemental Orders补单29. Service Delays服务延误30. Guest Satisfaction客人满意度F&BF&BCore PracticesCore Practices餐饮部核心规范餐饮部核心规范3. Restaurants3. Restaurants, ,BarsBars & & LoungesLounges餐厅餐厅,
3、,酒吧酒吧, ,酒廊酒廊2011/9/302CONTENT - 6 of 6 内容简介31. Ashtrays烟灰缸服务标准32. Presenting the Bill呈现帐单33. Payment付款34. Leaving the Table离台35. Bidding Farewell送别客人F&BF&BCore PracticesCore Practices餐饮部核心规范餐饮部核心规范3. Restaurants3. Restaurants, ,BarsBars & & LoungesLounges餐厅餐厅, ,酒吧酒吧, ,酒廊酒廊2011/9/303Tables are set-up
4、 according to the reservations made. Special requirements are prepared, dietary requests are communicated to the culinary team well in advance prior to the start of service. Special set menus are checked in spelling and according to the guests request.*根据预定设置餐桌,提前与厨师沟通客人的特别要求.特殊菜单符合宾客的需求,无拼写错误.PICTU
5、REPhoto of table set-up arrangement with Champagne in a cooler table-side and menus on the table1. Table Set-Up 设台Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/304Side and Service Stations are clean, arranged and well equipped with sufficient mise-en-place. Soiled plates are r
6、emoved immediately and piling up of dishes should be avoided throughout the service period.*服务台保持整洁，准备足够的用具。用过的盘子及时收走。2. Service station 服务操作台Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/305Team leaders are clearly assigned to their stations and are in charge to handle orders
7、 and delivery of menu items as per service standards set. They are the only ones taking orders or responding to any supplemental guest requests to avoid that guests approached several times for the same request. *主管需了解所分配到的区域, 按照每个服务标准负责点单及菜单的传递。只有主管才能给客人点单或回应客人其他要求,以免让客人重复为同一个问题寻求帮助。PICTURETeam lea
8、der in station3. Station Assignment 区域分配Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/306A hostess is always at the restaurants / bars entrance.保持一名领位员在餐厅/酒吧入口处.4. Hostess 领位台Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/307All guests are immediately ack
9、nowledged on arrival to the restaurant or bar with a warm smile, appropriate eye contact, with the Chinese greeting (according to the time of the day), using the guests name (when known) and by welcoming to the outlet.*客人到达后面带微笑用中文给予及时的问候,保持适当的眼神接触.“Nihao Mr. Smith. Welcome to Yi Caf.” *“你好李先生，欢迎来到怡
10、咖啡。”5. Greeting 与客问候Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/308All Guests are asked if they have made a reservation (except for breakfast) when arriving at the outlet and asked for the name under which the booking was made.*宾客到达餐厅后询问客人是否有预定(早餐除外),和预定人姓名.“Did you make a r
11、eservation with us? May I have your name please?” *请问你有预定吗?请问您贵姓?6. Asking for Reservation 询问预定情况Food & Beverage / Restaurants, Bars & Lounges餐饮部 / 餐厅, 酒吧, 酒廊2011/9/309If the guests did not have a reservation, ask for seating preferences and assign table accordingly. Best tables are assigned for sin
12、gle diners.*如果客人没有事先定位,要询问客人对座位的喜好,为单独用餐的宾客准备最佳的位置.“Sir / Madam, would you prefer smoking or non-smoking?” *请问您喜欢在吸烟区/非吸烟区入座?7. Seating Preferences 座位喜好Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3010Assist guests always with coats and bags. First attend to disabled, elderly
13、, ladies and children, then to men.*为客人摆放大衣和随身物品, 并首先为残疾人士,老年人,女士及儿童服务.“May I help you with your coat / bag, Sir, Madam?” *我可以帮您吗? (外套或包)8. Assisting with Coats 辅助存放大衣Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3011If the guests have made a reservation but the table will not
14、 be ready within 10 minutes past the reserved time, guests are offered a complimentary drink at the nearby bar, lounge or seating area.*如果客人已经事先预定而餐桌在10分钟之内不能准备好,我们必须安排客人在临近的酒廊稍作休息并提供免费饮品.上海国际大酒店http:/ sincere apologies that your table is not ready yet. May I offer you a drink at the bar while you a
15、re waiting ?”*非常抱歉,您的座位暂时还未准备好,您介意在我们酒吧先喝杯饮料吗?9. No Tables available 餐厅客满Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3012If there was no reservation made, colleagues should inform the guest on an estimated time when the next table becomes available or offer an alternate dini
16、ng venue.*客人如果没有事先预定而我们暂时没有空桌,必须告知客人大致的等候时间或给予其他餐厅的信息和建议.“There is a table available around 9:00 pm. Would that be alright for you? / May I offer you one of our other dining venues ?” *您大约要等到九点钟,请问有问题吗?/我可以为您建议其他的餐厅吗?9. No Tables available 餐厅客满Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅,
17、酒吧, 酒廊2011/9/3013All guests are escorted to their table in a gracious and efficient manner. Colleagues acknowledge and greet guests by stepping back with grace in order to allow guests to pass by. Do not walk too fast and make sure that guests are following.*将客人引领至座位.员工应稍稍退后让客人经过,不要步伐太快,确保客人能看到并跟随.“
18、This Way please, Mrs. Smith.”*李先生,这边请.10. Escorting 带位Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3014Colleagues to ensure that guests will only be seated at fully prepared tables. Upon the arrival at the table, colleagues will ask for the guests approval of the selected tab
19、le.*确保所安排的餐桌餐具齐全.询问客人对安排的餐桌是否满意.“Sir / Madam, is this table alright for you?”*先生/女士,这个位置您觉得满意吗?11. Arrival at the table 到达餐台Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3015Chair assistance is given to all guests after having been escorted to their table (ladies first). Colle
20、agues wait until all guests are seated before leaving the table and then wish an enjoyable dining experience.*尽可能为每位宾客拉椅子.待客人全部入座后离开并预祝用餐愉快.“Please Sir / Madam, enjoy your lunch / dinner.”祝您用餐愉快.12. Chair Assistance 拉椅子Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3016Colleagu
21、es to offer recommendation on Chinese tea immediately after the guests are seated. Tea is served within 5 minutes.*入座后向客人推荐中式名茶,并于五分钟内服务给宾客.“Nihao, Mrs. Smith. May I offer you some tea? We have the following selection.”*您好.李先生,我可以向您推荐一些茶吗?13. Serving Tea (Chinese Restaurant only)上茶 (仅供中餐厅参考)Food & B
22、everage / Restaurants, Bars & Lounges餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3017The guests order is taken immediately or not later than 30 seconds after seating. The guest is acknowledged with a warm smile, the Chinese greeting (according to the daytime) and by using the guests name (when known).*客人入座后30秒内点单,面带微笑称呼
23、客人的名字.“Nihao, Mr. Smith. Would you like to place your order? ”*“您好,李先生。我可以为您点单吗?”14. Taking the Order 点单Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3018When taking an order, ladies first and host last. Colleagues will remember who ordered what to avoid to ask again once the
24、beverages and dishes are served.*先为女士点单,并做好记录,避免再次询问客人Inquire if guest prefers family or formal style service (Chinese Restaurant only).*询问客人是否需要分菜服务(仅在中餐厅适用).PICTUREWaiter taking order.14. Taking the Order 点单Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3019Colleagues to upse
25、ll beverages, starters or desserts if not ordered.*推销饮品,开胃菜或甜点.“May I recommend you a good glass of red wine with. / a dessert after ”*我可以向您推荐一杯葡萄酒/甜点?.15. Up selling 促销Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3020Orders taken are always repeated to the guest. This does n
26、ot apply for single guests who have ordered one beverage or dish only.*重复客人的点单,不适用于仅点了一份饮料或食品的客人“May I repeat your order, Sir, Madam? For you one ”*请允许我重复您的点单,先生/女士?您的一份.”16. Repeating of Orders 重复点单内容Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3021If not all seats at the ta
27、ble are occupied, the additional table setting will be cleared with the permission of the guest.*收走桌上所有的餐具.“Mr. Smith, do you mind if I clear the additional setting or will somebody else join you for breakfast / lunch / dinner?”*李先生,您介意我把多余的餐具收走吗?还是待会儿您有朋友要来?17. Removal of Settings 撤离多余餐具Food & Beve
28、rage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3022For all single diners, the newspaper of the day or magazines will be offered after the order has been taken.*点单后,为单独用餐的客人提供报纸和杂志.“Excuse me Sir/Madam, may I offer you some newspaper or magazine?”*打扰一下先生/女士,需要我为您提供一些报纸或杂志吗?18. Single Diner
29、s 单独用餐的客人Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3023Lavender scented hot or cold towel (according to the season) is served to the table after the guest is first seated, after the soup and before the dessert (except bars with drink service only, lounges and Gourmet). *客人
30、入座后,提供带有薰衣草香味的冷/热毛巾.“Excuse me Sir/Madam, here is your face towel.”*打扰一下先生/女士,给您的毛巾.19. Towel Service 上毛巾Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3024Colleagues always serve beverages from a tray and not later than 3 minutes past the time the order was taken. *点单后3分钟内为客人上
31、饮料.Bottled drinks such as beer, mineral water, etc., are always opened and poured in the guests presence. *瓶装饮料,如啤酒,矿泉水等必须在客人面前打开.“Here is your beverage, may I pour it for you?”*“您点的饮料,需要我为您倒上吗?”20. Beverage Service 上饮料Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3025Where th
32、ere is no table linen or placemat set on the tables as a standard (Bars & Lounges), colleagues will always place the glass and bottle on linen coasters. *如果没有台布或餐巾垫(酒吧),必须使用杯垫.Glasses and bottles are always served, poured and placed on the right of the guest.*杯子摆放在客人的右手边20. Beverage Service 上饮料Food
33、& Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3026Wine is always served at the appropriate pre-determined temperature.葡萄酒的温度适当.21. Wine Temperature 葡萄酒温度Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3027Appropriate wine glasses are brought on a tray to the ta
34、ble and set first. After that, carry the bottle to the table elegantly by hand (with a folded napkin sleeve around the neck) and presented with the label facing the guest. Announce the year, vintage, vineyard and grape to the guest. *先摆放葡萄酒杯,稍后将瓶装酒呈上,酒标对着客人,说明年份,酒庄和葡萄名.Excuse me Sir / Madam, here is
35、 your ”*XX 先生/女士,这是您点的22. Wine by the Glass 杯卖葡萄酒Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3028Poured a small amount in the glass of the guest who ordered the wine for tasting. Once the guest has acknowledged, the glasses will be filled according to standard starting with
36、ladies first and the host last.*在杯中倒入少许酒给客人品尝,得到客人确认后为女士先倒酒,主人最后.“Excuse me Sir, would you like to taste?”*XX先生/女士,请您先试一下这款酒22. Wine by the Glass 杯卖葡萄酒Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3029The wine tasting portion is always offered to the person who ordered the win
37、e in the first place unless it is a lady in the companion of a man. Then the lady will be asked in a very courteous manner if she would like the gentlemen to taste the wine.*总是让点单的客人来试酒,除非点单的是女士,需要礼貌的询问女士是否要她身边的男士试一下酒.“Excuse me Madam, would you like the gentlemen to taste the wine for you?”*XX女士,您是
38、否需要这位男士试一下酒?22. Wine by the Glass 杯卖葡萄酒Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3030When glasses are left full, colleagues should ask for a second glass. New glasses are given with each consecutive glass of wine ordered. *如果杯中仅有1/4的葡萄酒,主动询问是否需要第二杯,并更换新的酒杯.“Excuse me Sir /
39、 Madam, would you like to have another glass of wine?”*XX先生/女士,您需要再点一杯同款的葡萄酒吗?22. Wine by the Glass 杯卖葡萄酒Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3031Appropriate wine glasses are brought on a tray to the table and set first. After that the bottle will be carried to the ta
40、ble elegantly by hand (red wine with a folded napkin sleeve around the neck or in fine dining restaurants in the appropriate holder / basket; white wine in a cooler and stand and napkin) and presented with the label facing the guest.*先摆放葡萄酒杯,稍后将瓶装酒呈上,酒标对着客人,说明年份,酒庄和葡萄名.23. Wine by the Bottle 瓶卖葡萄酒Fo
41、od & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3032Colleagues should announce the year, vintage, vineyard and grape to the guest and then open the bottle in a suitable location near the table (or in fine dining restaurants on a side table). *酒标对着客人,说明年份,酒庄和葡萄名后为客人开酒.“Excuse me Si
42、r, your 2004 Green Point Chardonnay.” *“打扰一下先生,您点的2004年碧汇莎当妮”23. Wine by the Bottle 瓶卖葡萄酒Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3033The cork is presented together with the cut soft cap on a small plate at the table and left there with the vineyards logo facing the guest
43、 who ordered the bottle. This does not apply for wines with screw cap or artificial cork. Older red wines will be decanted.*软木塞放在小碟子上并放于桌上,酒标朝向客人,(不适用于螺旋瓶盖和人造木塞).陈年的葡萄酒要提供醒酒服务.“Here you cork, Sir.”*“您的木塞,先生”23. Wine by the Bottle 瓶卖葡萄酒Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊201
44、1/9/3034A small amount is poured in the glass of the guest who ordered the wine for tasting. Once the guest has acknowledged, fill the glasses according to standard starting with ladies first and the host last.在杯中倒入少许酒给客人品尝,得到客人确认后为女士先倒酒,主人最后.“Excuse me Sir / Madam, would you like to taste?”XX先生/女士,
45、请您先试一下这款酒23. Wine by the Bottle 瓶卖葡萄酒Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3035Refill the glasses when left full. Colleagues should ask for a second bottle before the first one is going to be empty to avoid embarrassment to the host. The bottle will again be presented
46、when asking.当杯中的酒到1/4时及时为客人添加.第一瓶酒即将饮用完之前询问是否要第二瓶.“Excuse me Sir / Madam, would you care for another bottle of the same wine?”XX先生/女士,您需要再来一瓶同款的酒吗?23. Wine by the Bottle 瓶卖葡萄酒Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3036When another bottle of the same wine and vintage is
47、ordered, a fresh glass is given for tasting. Other guests at the table are offered the choice to have a new glass. Should the second bottle be a different wine, new glasses for everybody have to be provided.服务第二瓶同款的酒之前为点酒者更换新的酒杯.不同款的酒,需要为所有宾客更换酒杯.23. Wine by the Bottle 瓶卖葡萄酒Food & Beverage / Restaur
48、ants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3037Colleagues ensure that coffee is always freshly brewed per cup and served with hot milk and cube sugar. Tea is always made from loose tea leaves, poured in front of the guest and served with lemon and hot or cold milk (except for Chinese tea) and cube
49、sugar.*确保每杯咖啡都是新鲜磨制的,并提供热牛奶和糖块.茶叶状的茶必须在客人面前服务,并提供柠檬,热/冷牛奶(中式茶除外)和糖块.24. Coffee & Tea Service 咖啡及茶水服务标准Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3038Colleagues to present and introduce all beverages and dishes ordered when serving at the table. In specialty restaurants a mo
50、re detailed, but short description of the dish should be given.*上饮料或食品时要做简单介绍,特色餐厅要更细节化,但保持简单明了.“This is your . Please enjoy”.*这是您的,请慢用.25. Serving items ordered 服务所点菜式Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊2011/9/3039When guests are temporarily leaving the table, the napkin i
