浦东香格里拉大酒店餐饮部核心规范

CONTENT-4of6内容简介19.TowelService上毛巾20.BeverageService上饮料21.WineTemperature葡萄酒温度22.WinebytheGlass杯卖葡萄酒23.WinebytheBottle瓶卖葡萄酒24.Coffee&TeaService咖啡及茶水服务标准F&BCorePractices餐饮部核心规范3.Restaurants,Bars&Lounges餐厅,酒吧,酒廊CONTENT-5of6内容简介25.Servingitemsordered服务所点菜式26.RefoldingofNapkins整叠口布27.Refill&Clearing补充及清理28.SupplementalOrders补单29.ServiceDelays服务延误30.GuestSatisfaction客人满意度F&BCorePractices餐饮部核心规范3.Restaurants,Bars&Lounges餐厅,酒吧,酒廊CONTENT-6of6内容简介31.Ashtrays烟灰缸服务标准32.PresentingtheBill呈现帐单33.Payment付款34.LeavingtheTable离台35.BiddingFarewell送别客人F&BCorePractices餐饮部核心规范3.Restaurants,Bars&Lounges餐厅,酒吧,酒廊•Tablesareset-upaccordingtothereservationsmade.Specialrequirementsareprepared,dietaryrequestsarecommunicatedtotheculinaryteamwellinadvancepriortothestartofservice.Specialsetmenusarecheckedinspellingandaccordingtotheguest’srequest.*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.PICTUREPhotooftableset-uparrangementwithChampagneinacoolertable-sideandmenusonthetable1.TableSet-Up设台Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊•SideandServiceStationsareclean,arrangedandwellequippedwithsufficientmise-en-place.Soiledplatesareremovedimmediatelyandpilingupofdishesshouldbeavoidedthroughouttheserviceperiod.*服务台保持整洁，准备足够的用具。用过的盘子及时收走。2.Servicestation服务操作台Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊•Teamleadersareclearlyassignedtotheirstationsandareinchargetohandleordersanddeliveryofmenuitemsasperservicestandardsset.Theyaretheonlyonestakingordersorrespondingtoanysupplementalguestrequeststoavoidthatguestsapproachedseveraltimesforthesamerequest.*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。PICTURETeamleaderinstation3.StationAssignment区域分配Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊•Ahostessisalwaysattherestaurant’s/bar’sentrance.•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•Allguestsareimmediatelyacknowledgedonarrivaltotherestaurantorbarwithawarmsmile,appropriateeyecontact,withtheChinesegreeting(accordingtothetimeoftheday),usingtheguest’sname(whenknown)andbywelcomingtotheoutlet.*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.•“NihaoMr.Smith.WelcometoYiCafé.”*“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•AllGuestsareaskediftheyhavemadeareservation(exceptforbreakfast)whenarrivingattheoutletandaskedforthenameunderwhichthebookingwasmade.*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.•“Didyoumakeareservationwithus?MayIhaveyournameplease?”*请问你有预定吗?请问您贵姓?6.AskingforReservation询问预定情况Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊•Iftheguestsdidnothaveareservation,askforseatingpreferencesandassigntableaccordingly.Besttablesareassignedforsinglediners.*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,wouldyouprefersmokingornon-smoking?”*请问您喜欢在吸烟区/非吸烟区入座?7.SeatingPreferences座位喜好Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊•Assistguestsalwayswithcoatsandbags.Firstattendtodisabled,elderly,ladiesandchildren,thentomen.*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.•“MayIhelpyouwithyourcoat/bag,Sir,Madam?”*我可以帮您吗?(外套或包)8.AssistingwithCoats辅助存放大衣Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊•Iftheguestshavemadeareservationbutthetablewillnotbereadywithin10minutespastthereservedtime,guestsareofferedacomplimentarydrinkatthenearbybar,loungeorseatingarea.*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.•“Mysincereapologiesthatyourtableisnotreadyyet.MayIofferyouadrinkatthebarwhileyouarewaiting?”*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.NoTablesavailable餐厅客满Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊•Iftherewasnoreservationmade,colleaguesshouldinformtheguestonanestimatedtimewhenthenexttablebecomesavailableorofferanalternatediningvenue.*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.•“Thereisatableavailablearound9:00pm.Wouldthatbealrightforyou?/MayIofferyouoneofourotherdiningvenues?”*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.NoTablesavailable餐厅客满Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊•Allguestsareescortedtotheirtableinagraciousandefficientmanner.Colleaguesacknowledgeandgreetguestsbysteppingbackwithgraceinordertoallowgueststopassby.Donotwalktoofastandmakesurethatguestsarefollowing.*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.•“ThisWayplease,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•Colleaguestoensurethatguestswillonlybeseatedatfullypreparedtables.Uponthearrivalatthetable,colleagueswillaskfortheguest’sapprovaloftheselectedtable.*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,isthistablealrightforyou?”*先生/女士,这个位置您觉得满意吗?11.Arrivalatthetable到达餐台Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊•Chairassistanceisgiventoallguestsafterhavingbeenescortedtotheirtable(ladiesfirst).Colleagueswaituntilallguestsareseatedbeforeleavingthetableandthenwishanenjoyablediningexperience.*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.•“PleaseSir/Madam,enjoyyourlunch/dinner.”•祝您用餐愉快.12.ChairAssistance拉椅子Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊•ColleaguestoofferrecommendationonChineseteaimmediatelyaftertheguestsareseated.Teaisservedwithin5minutes.*入座后向客人推荐中式名茶,并于五分钟内服务给宾客.•“Nihao,Mr