1、CONTENT-4 of 6 内容介绍 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&BF&BCore PracticesCore Practices餐饮部关键规范餐饮部关键规范3.Restaurants,Bars&3.Restaurants,Bars&LoungesLounges餐厅餐厅,酒吧酒吧,酒廊酒廊 第1页CONTEN
2、T-5 of 6 内容介绍 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餐饮部关键规范餐饮部关键规范3.Restaurants,Bars&3.Restaurants,Bars&LoungesLounges餐厅餐厅,酒吧酒吧,酒廊酒廊 第2页CONTENT-6 o
3、f 6 内容介绍 31.Ashtrays 烟灰缸服务标准32.Presenting the Bill 展现帐单33.Payment 付款34.Leaving the Table 离台35.Bidding Farewell 送别客人F&BF&BCore PracticesCore Practices餐饮部关键规范餐饮部关键规范3.Restaurants,Bars&3.Restaurants,Bars&LoungesLounges餐厅餐厅,酒吧酒吧,酒廊酒廊 第3页Tables are set-up according to the reservations made.Special requir
4、ements 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.*依据预定设置餐桌,提前与厨师沟通客人尤其要求.特殊菜单符合宾客需求,无拼写错误.PICTUREPhoto of table set-up arrangement with Champagne in a
5、 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,酒廊第4页Side and Service Stations are clean,arranged and well equipped with sufficient mise-en-place.Soiled plates are removed immediately and piling up of dishes should be avoided throughout the
6、 service period.*服务台保持整齐，准备足够用具。用过盘子及时收走。2.Service station 服务操作台Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第5页Team leaders are clearly assigned to their stations and are in charge to handle orders and delivery of menu items as per service standards set.They are the only ones taking orders or
7、 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区域,按照每个服务标准负责点单及菜单传递。只有主管才能给客人点单或回应客人其它要求,以免让客人重复为同一个问题寻求帮助。PICTURETeam leader in station 3.Station Assignment 区域分配Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第6页A hoste
8、ss 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,酒廊第7页All guests are immediately acknowledged on arrival to the restaurant or bar with a warm smile,appropriate eye contact,with the Chinese greeting(according to the time of
9、the day),using the guests name(when known)and by welcoming to the outlet.*客人抵达后面带微笑用汉字给予及时问候,保持适当眼神接触.“Nihao Mr.Smith.Welcome to Yi Caf.”*“你好李先生，欢迎来到怡咖啡。”5.Greeting 与客问候 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第8页All Guests are asked if they have made a reservation(except for breakfast)wh
10、en arriving at the outlet and asked for the name under which the booking was made.*宾客抵达餐厅后问询客人是否有预定(早餐除外),和预定人姓名.“Did you make a reservation with us?May I have your name please?”*请问你有预定吗?请问您贵姓?6.Asking for Reservation 问询预定情况 Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊第9页If the guests did not
11、have a reservation,ask for seating preferences and assign table accordingly.Best tables are assigned for single diners.*假如客人没有事先定位,要问询客人对座位喜好,为单独用餐宾客准备最正确位置.“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,
12、酒吧,酒廊第10页Assist guests always with coats and bags.First attend to disabled,elderly,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?”*我能够帮您吗?(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,酒廊第11页If th
13、e guests have made a reservation but the table will not be ready within 10 minutes past the reserved time,guests are offered a complimentary drink at the nearby bar,lounge or seating area.*假如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酒廊稍作休息并提供无偿饮品.“My sincere apologies that your table is not ready yet.May I
14、 offer you a drink at the bar while you are waiting?”*非常抱歉,您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,酒廊第12页If there was no reservation made,colleagues should inform the guest on an estimated time when the next table becomes available or off
15、er an alternate dining venue.客人如果没有事先预定而我们暂时没有空桌,必须通知客人大致等候时间或给予其他餐厅信息和建议.“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?/我可认为您建议其他餐厅吗?9.No Tables available 餐厅客满 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,
16、酒吧,酒廊第13页All 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.“This Way p
17、lease,Mrs.Smith.”*李先生,这边请.10.Escorting 带位 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第14页Colleagues 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 table.*确保所安排餐桌餐具齐全.问询客人对安排餐桌是否满意.“S
18、ir/Madam,is this table alright for you?”*先生/女士,这个位置您以为满意吗?11.Arrival at the table 抵达餐台 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第15页Chair assistance is given to all guests after having been escorted to their table(ladies first).Colleagues wait until all guests are seated before leaving the
19、 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,酒廊第16页Colleagues to offer recommendation on Chinese tea immediately after the guests are seate
20、d.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,我能够向您推荐一些茶吗?13.Serving Tea(Chinese Restaurant only)上茶(仅供中餐厅参考)Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊第17页The guests order is taken immediately or n
21、ot 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,面带微笑称呼客人名字.“Nihao,Mr.Smith.Would you like to place your order?”“您好,李先生。我可认为您点单吗?”14.Taking the Order 点单 Food&Beverage/
22、Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第18页When taking an order,ladies first and host last.Colleagues will remember who ordered what to avoid to ask again once the beverages and dishes are served.*先为女士点单,并做好统计,防止再次问询客人Inquire if guest prefers family or formal style service(Chinese Restaurant only).*问询
23、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,酒廊第19页Colleagues to upsell 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”*我能够向您推荐一杯葡萄酒/甜点?.15.Up sel
24、ling 促销 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第20页Orders taken are always repeated to the guest.This does not apply for single guests who have ordered one beverage or dish only.*重复客人点单,不适合用于仅点了一份饮料或食品客人“May I repeat your order,Sir,Madam?For you one”*请允许我重复您点单,先生/女士?您一份.”16.Repeating of
25、Orders 重复点单内容 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第21页If not all seats at the table are occupied,the additional table setting will be cleared with the permission of the guest.*收走桌上全部餐具.“Mr.Smith,do you mind if I clear the additional setting or will somebody else join you for breakfast
26、/lunch/dinner?”*李先生,您介意我把多出餐具收走吗?还是待会儿您有朋友要来?17.Removal of Settings 撤离多出餐具 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第22页For all single diners,the newspaper of the day or magazines will be offered after the order has been taken.*点单后,为单独用餐客人提供报纸和杂志.l“Excuse me Sir/Madam,may I offer you some
27、newspaper or magazine?”*打搅一下先生/女士,需要我为您提供一些报纸或杂志吗?18.Single Diners 单独用餐客人 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第23页Lavender 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 dr
28、ink service only,lounges and Gourmet).*客人入座后,提供带有薰衣草香味冷/热毛巾.l“Excuse me Sir/Madam,here is your face towel.”*打搅一下先生/女士,给您毛巾.19.Towel Service 上毛巾 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第24页Colleagues always serve beverages from a tray and not later than 3 minutes past the time the order wa
29、s taken.*点单后3分钟内为客人上饮料.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.l“Here is your beverage,may I pour it for you?”*“您点饮料,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,酒廊第25页Where there
30、 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.*假如没有台布或餐巾垫(酒吧),必须使用杯垫.Glasses and bottles are always served,poured and placed on the right of the guest.*杯子摆放在客人右手边20.Beverage Service 上饮料 Food&Beverage/R
31、estaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第26页Wine is always served at the appropriate pre-determined temperature.葡萄酒温度适当.21.Wine Temperature 葡萄酒温度 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第27页Appropriate wine glasses are brought on a tray to the table and set first.After that,carry the bottle t
32、o 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 your”*XX 先生/女士,这是您点22.Wine by the Glass 杯卖葡萄酒 Food&Bevera
33、ge/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第28页Poured 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 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,主人最终.“Excuse me Sir,
34、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,酒廊第29页The wine tasting portion is always offered to the person who ordered the wine in the first place unless it is a lady in the companion of a man.Then the lady will be asked in a
35、 very courteous manner if she would like the gentlemen to taste the wine.*总是让点单客人来试酒,除非点单是女士,需要礼貌问询女士是否要她身边男士试一下酒.“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,酒廊第30页When glasse
36、s are left full,colleagues should ask for a second glass.New glasses are given with each consecutive glass of wine ordered.*假如杯中仅有1/4葡萄酒,主动问询是否需要第二杯,并更换新酒杯.“Excuse me Sir/Madam,would you like to have another glass of wine?”*XX先生/女士,您需要再点一杯同款葡萄酒吗?22.Wine by the Glass 杯卖葡萄酒 Food&Beverage/Restaurants,B
37、ars&Lounges 餐饮部/餐厅,酒吧,酒廊第31页Appropriate wine glasses are brought on a tray to the table and set first.After that the bottle will be carried to the table 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
38、 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 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第32页Colleagues should announce the year,vintage,vineyard and grape to the guest and then open the bottle in
39、 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 Sir,your Green Point Chardonnay.”“打搅一下先生,您点碧汇莎当妮”23.Wine by the Bottle 瓶卖葡萄酒 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第33页The cork is presented together with the cut soft
40、cap on a small plate at the table and left there with the vineyards logo facing the guest 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,(不适合用于螺旋瓶盖和人造木塞).陈年葡萄酒要提供醒酒服务.l“Here you cork,Sir.”*“您木塞,先生”23.Wine
41、 by the Bottle 瓶卖葡萄酒 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第34页A 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
42、先倒酒,主人最终.“Excuse me Sir/Madam,would you like to taste?”XX先生/女士,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,酒廊第35页Refill 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 t
43、he host.The bottle will again be presented when asking.当杯中酒到1/4时及时为客人添加.第一瓶酒即将饮用完之前问询是否要第二瓶.“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,酒廊第36页When another bottle of the same
44、wine and vintage is 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.服务第二瓶同款酒之前为点酒者更换新酒杯.不一样款酒,需要为全部宾客更换酒杯.23.Wine by the Bottle 瓶卖葡萄酒 Food&Bevera
45、ge/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第37页Colleagues 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 sugar.*确
46、保每杯咖啡都是新鲜磨制,并提供热牛奶和糖块.茶叶状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,酒廊第38页Colleagues to present and introduce all beverages and dishes ordered when serving at the table.In specialty restaurants a more detailed,but short descripti
47、on 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,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,酒廊第39页When guests are temporarily leaving the table,the napkin is being refolded in a neat shape and put on the side t
48、able.Pull the chair for the guest upon return.*假如客人暂时离开座位,折叠好餐巾,客人回来时主动拉椅子.26.Refolding of Napkins 整叠口布 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第40页Beverages should never become empty at the table and a second glass will be offered or refilled when the drink is full.Empty glasses will be
49、refilled or cleared.Soiled dishes are to be cleared promptly and simultaneously.*当杯中饮料还有1/4时,及时问询是否要第二杯.空杯子要及时添加饮料或收走.同时撤走用完盘子.27.Refill and Clearing 补充及清理 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第41页Supplemental orders taken during the course of the meal will be responded to immediately.
50、*用餐期间如有追加点单要及时跟进.“Right away,Sir/Madam”.*请稍等,先生/女士28.Supplemental Orders 补单 Food&Beverage/Restaurants,Bars&Lounges 餐饮部/餐厅,酒吧,酒廊第42页Guests are informed if there is any significant delay.Colleagues will apologize with a brief explanation and advise the guest on the approximate waiting time.*任何点单如需较长时间
