FG--7-How-to-prepare-&-serve-complimentary-water-(

DWHOTELINTERNALPOLICY&PROCEDURE馥丽蓝山酒店制度与程序SUBJECT主题Howtoprepareandservecomplimentarywater怎样服务冰水EffectiveDate:生效日期P&PNo:策号Preparedby:拟稿人Supersedes:上级OperationManagerAuthorizedby:批准人GeneralManagerSignature/Date:签字/日期Procedures:程序Takeservicetray拿服务托盘a.Takeservicetraywithcleantraymat拿有干净托盘垫的服务托盘Tobeusedforcarryingtheglasses用在托运玻璃杯的时候Prepareglassware准备玻璃杯a.Collectrequirednumberofglasscoasters集中所需数量的杯垫Asperestablishedstandard,iftablehastablecloth,nocoasterisneeded.按照确定的标准，如果桌上有铺桌布，就不需要杯垫了b.Placerequirednumberofglassesontotheservicetrayandproceedtothegueststable放置所需数量的玻璃杯在托盘上，并走向客人的餐桌。Approachguesttable走近客人餐桌a.Approachtableandmakeeyecontact,haveapleasantandfriendlysmileandsay:“Excuseme,Sir/Madam/Mr.Smith,mayI?”走近餐桌，目光接触，面带友好，愉快的微笑：“打扰下，我可以…？”DWHOTELINTERNALPOLICY&PROCEDURE馥丽蓝山酒店制度与程序b.Carryservicetraywithyourlefthand左手托托盘Placecoastersandglasswareontothetable放置杯垫和玻璃杯在餐桌上a.Oncearrivedatseatnumber1stepforwardandplaceglasscoasterwithyourrighthandontoguesttable,at2½cmontopoftheextendedcenterlineofthedinnerknife,ensurelogoisstraightfacingtheguest一旦来到餐桌，第一步，右手拿杯垫，放置玻璃杯在餐桌上，在正餐刀中心线的上方2.5厘米处，确保标识直对客人b.Placeglasswareontogueststablebytransferringtheglassfromthetraytotheguest’splacesetting.把托盘上的玻璃杯放到客人的餐桌上Forhygienicreason,tokeepglassescleanandavoidanyfingerprintsontheglass为了卫生问题，保持玻璃杯的干净为避免在酒杯上留下任何指印。c.Useyourrighthandandholdglassesatthestemoratitsbase.用右手来拿住杯子的底部和杯茎处Servefromtherightandproceedclockwise从右边开始顺时针方向进行服务Returntosidestationandpreparewaterjug返回工作台，准备水壶a.Put3seedlesswheelsoflemonatthebottom在底部放上放入三片无籽柠檬b.Fillwaterjugupto¾withicecubesandtopupwithwateruntil2½cmundertherimofthewaterjug,donotoverfill在水壶里放入四分之三的冰块，然后加水至离壶缘2.5厘米处，不要溢出Toensurewatergetsicedandtohaveroomformaneuveringthejugcomfortablywhenpouringwaterintotheglass确保水被冰镇，在倒水的时候有足够的空间c.PlacewaterjugontoaB&Bplatewithafoldednapkinasunderliner将水壶放在BB盘上，要用折好的口布垫着DWHOTELINTERNALPOLICY&PROCEDURE馥丽蓝山酒店制度与程序d.Useserviceclothtowipeoutsideofwaterjug用服务布将水壶擦干Inordertocarrythewaterjugandfornapkintoabsorbthecondensedwater为了在拿水壶的时候，口布可以起到吸水的作用Approachguesttable走近客人餐桌a.Approachtableandmakeeyecontact,haveapleasantandfriendlysmileandsay:“Excuseme,Sir/Madam/Mr.Smith,mayI?”走近餐桌，目光接触，面带笑容：不好意思，我可以…？Todemonstratepoliteness,courtesyandmakeyourselfnoticed表现出彬彬有礼，让自己被注意到b.Carrywaterjugwithclean,nodamagedserviceclothwithyourrighthand用右手和干净并没有损坏的服务用布拿着水壶Serveicedwater服务冰水a.Alwaysserveladiesbeforegentlemanandolderpersonsbeforeyoungerpersons总是在服务男士前服务女士，在服务年纪小的前服务长者Rememberiftablehasahost,hostisalwaysservedlast切记，如果桌上有主人，那么主人总是最后的b.Serveicedwaterfromtherightside.Servebyholdingthefoldedclothinleftandwaterjugwithyourrighthandandholdthejughandlewithyourrighthand服务冰水从右边开始，左手拿折叠的服务用布，右手持壶柄来倒水Liftjugwithyourrighthand,bendslightlyforward,extendwaterjuguntilthejugsspoutreachesabovethecenteroftheglass.右手持水壶，微微前倾，让水壶壶嘴大致到达杯子的中央上方Pouricedwaterbyslantingandholdingthewaterjugatitshandlewithyourrighthandandpouruntil2/3oftheglassisfilled右手拿着水壶，倾斜地倒水，将水倒至杯子的2/3处Holdclothwithyourlefthandunderthewaterjugduringthisprocess在这个过程中，左手拿布垫在水壶下Oncethisprocesshasbeencompletedpullwaterjugbacktoitsoriginalposition,movebackwardsandprecedeclockwisetothenextguest.一旦这个程序被完成后，把水壶放回BB盘上，向后退移到顺时针方向的下一个客人。ReturntothesidestationDWHOTELINTERNALPOLICY&PROCEDURE馥丽蓝山酒店制度与程序返回工作台a.Proceedtowardssidestationandwatchoutforanyguestinneed,suchasreplenishmentofdrinksatothertables,clearingofdishesorglassesetc…在返回工作台的过程中要密切注意是否有客人需要帮助，例如：其他餐桌是否需要添加饮料，清理盘子或杯子Whilstwalkingintherestaurant,oursensesneedtobealertatalltimesinordertobeabletodetect,recognizeortofindopportunitiestoanticipateguestsneeds在餐厅中行走的同时，我们要随时保持警惕，为了能察觉，认知或找到机会去预知客人需求b.Replenishiceandwaterbeforeplacingwaterjugbacktoitsallocatedpositionatthesidestation在把水壶放回工作台之前，先添加冰块和水Tohaveicedwateravailableforguestsatalltimewithoutthatguesthavetowaitfortherefillingprocess为了确保客人随时需要冰水，不必要去等待这个再添加的过程