宴会服务培训PPT中英资料.ppt

service systems sales a high level of standard that we want to meet我 们想接触高标准 what is benchmark ? who is our benchmark ? why? we should look at shangri-la being in this industry and yet consistently maintaining a very high level of service我们应该看到在这个 行业中香格里拉依旧维持着一种高的服务标准 can we achieve it ?我能任? of course we can 可以 we need to focus in what we are doing and always seek to improve我们需要关注我们总是在做什么 what are the 5 most important points you will need to know by heart from the beo ?从宴会定中我最需要知道的5点是什么 1.function name典礼名称 we have to know the name of the function that we are taking care我们必须要知道我们关注典礼的名称 2. organizers name组织者名字 to know our one point of contact for the day知道宴会当天有联 系的要点 what are the 5 most important points you will need to know by heart from the beo ? 3. set up instruction 摆放指示 the room should be set up according to the requirement stated in the set up column 在摆放专栏中应该按要求摆放物品 4. programs程序 knowing the program is very important as you will know the vip, guest arrival and departure time. we exactly, and also the entire flow of the function 当你知道是vip时程序是非常重要的,必须确保客人到达和离开时间. 我们需要严密的了解整个典礼流程 4. what information do you need to take an accurate reservation? what are the 5 most important points you will need to know by heart from the beo ? 5. billing instruction演员表 to know the mode of payment for the function and to follow up 知道用何种方式去应付并且进一步了解 setting a coffee break counter 1.arrange the table accordingly 根据情况台 2.ensure the glass table is clean and in good condition 确保玻璃杯是干并且状况良好 3.arrange the saucer in a diamond shape 把茶碟成菱形 4.arrange the coffee cup on the saucer with its handle at 5oclock 把咖啡杯放在茶碟上以5点方向好 5.arrange the tea spoon on the saucer facing 5 oclock 把咖啡勺以5点方向好 6.place one sugar and creamer set per table holiday inn logo at the top ( make sure you have white, brown and sweetener with fresh milk ) 在每个桌子上上糖和奶盅并把假日酒店的志在前面（确 保有黄糖,白糖,以及怡口糖和新的奶盅) 4. what information do you need to take an accurate reservation? setting a coffee break counter 7. place two green glass bowls with holiday inn cocktail napkin under neat 放置绿色的杯子在干净的假日酒店鸡尾酒餐巾上 8. food counter should have a nice decorations, b/b plate, dessert fork an cocktail napkin 食品展台应该有个美观的装饰，如有面包盘，甜品叉和鸡尾酒餐巾 9. to spare some ice water and hot water at the coffee counter with silver handle tray and glass 用银制把手的盘子和杯盛放少量的冰水和热水在咖啡柜台上 10. wooden dummy waiter with big oval tray 有侍者准备好大的圆形托盘 11. to have a dustbin at the back of the counter 在柜台后面准备一个垃圾箱 12. lemon slice , mint leaf and ice 准备柠檬片，薄荷片和冰块。 serving a coffee break服茶歇 1. dont smile不微笑 2. look down俯 3. prepare a coffee half and hour before 准一杯咖啡半小 4. dont open the chaffing dish and the plastic wrapper 不放骨碟和塑料包装物品 5. dont put any food tag不食物加 6. use the wrong dummy waiter用了的侍者 chinese table set up中式台面放 1.lay out table 展示桌面 2.lay out table cloth 开台布 3.place the turntable on the center of the lazy susan 在桌子中上 4.place b/b plate from the centre facing the entrance 放面包从个中心并面入口 5.place soya sauce dish on top of the b/b plate 放置油在面包上 6.place the chinese tea cup on the right hand side of the soya sauce dish放置中式茶杯在油的右 7.place the rice bowl and the chinese spoon on the left hand side of the soya sauce dish放米碗和中式羹在油的左 手 8. place the soup bowl and spoon underneath the lazy susan 在转盘旁摆放汤碗和汤勺 9.place the chopstick folder and chopstick next to the chinese tea cup摆 放筷架和筷子靠近茶杯 10. place the folded napkin on the b/b plate在面包盘上摆放餐巾 11. place 2 menus per table每桌摆两份菜单 12. set the flower arrangement in the center of lazy susan 摆放鲜花在转盘的中央 13. set a table number facing in the entrance 在入口摆放台号 14. set banquet chairs for all the tables 给所有的桌子摆放椅子 15. fix chair cover for all the tables ( make sure all the items used on the table are clean and not chipped ) 给所有的的椅子套上椅套（确保所有的东西是干净并且没有缺口的） chinese table set up chinese table set up prepare for meal 餐前准备 1.service gear ( 6 sets )服务用具 2.b/b plate ( 70 )面包碟 3.service tray ( 1 each )服务托盘 4.chinese tea pot ( 1 )中式茶壶 5.soup ladle ( 2 )长汤勺 6.soya sauce and vinegar bottle ( 1 each ) 酱油和醋瓶各一个 sauce dish ( 7 ) 沙司盘 toothpicks牙签 green and red chili青和红辣椒 3 kinds of sauces种调料 chinese tea 茶 ashtray烟灰缸 chinese table set up points 要点 1.stand next to the table at 5 oclock站立在桌子的5点钟方向 2.smile at the guest point向客人的方向微笑 3.maintain eye contact保持眼神交流 4.greeting the guest ( good evening sir, welcome to holiday inn hefei )问候我们的客人(早上好，先生，欢迎光临 合肥古井假 日酒店） 5.assist him to pull the chair to be sated 为了让客人开心为客人拉椅子 6.serve chinese tea from the right hand side of the guest 在客人的右手边服务茶 7.take the drinks order according to drinks available for the function根据茶水存在的功能按照饮料的功能为客人服务 8.unfold he napkin and put on the guest lap ( check the program if there is any toast in between ) 为客人铺展餐巾在客人的大腿前部 chinese table set up 9. wait for the table to be fully occupied 等待直到桌子被完全占用 10. follow the same sequence of service for everybody 对所有客人都保持同样的服务程序 11. introduce yourself to the guest ( hello, my name is raj, i will be taking care of your table today, i will always be at your service )介绍你自己给客人 12. excuse yourself and clear the flower and table number before moving in to pick up the first course ( always move clock wise to do your service and start with ladles first ) 请求客人原谅并且在上菜之前拿走鲜花和桌号 food service食品服 1.first course -4 seasons hors doeuvre重点 place the four seasons hors doeuvre on the lazy susan serve two person at a time每次服务两个客人 place b/b plate to the platter and scoop equal portion for all the guest摆放面包盘在浅盘上并且服务客人相等的分量 check on their drinks and chinese tea 关注客人的饮料和茶 bring in your dummy waiter and place next to your table without obstructing the walking clearing of first course 指示牌应该摆放在不耽误行走和卫生清洁的下一张桌子之间 food service offer them second helping of the first course 再次提供给客人如第一次的服务流程 check with the guest ( may i clear the first course sir / madam )与客人协商(我可以为你清理桌面吗,先生/女士) clear the main platter and place it on the dummy waiter 清洁主要的盘子,并摆放在 use service tray to clear the used b/b plate 用托盘清理用过的面包盘 place new set of b/b plate for all the guest 摆出新的面包盘给所有的客人 arrange the soup cups on the lazy susan ( 5 side ) 摆放汤杯在转台上(5个方向) food service 2. second course crab meat soup第二要点-肉汤 place the soup terrine on the lazy susan在转台上 摆沙锅汤 stir and scoop into the soup bowls equally 为客人平均的分汤 place the soup bowl on the b/b plate把汤碗防在面包盘上 serve ladies first, move clockwise to complete the service clearing of second course先服务女士,然后再按顺时针放假向,依次 均等盛放 food service offer them second helping提供第二次服务 check with the guest ( may i clear the soup course sir / madam ?)询问客人（我可以为你清理桌面吗，先生/女士） clear the soup terrine and place it on the dummy waiter清理 好汤碗并且重新摆好 use service tray to clear the soiled b/b plate and replace them with new set用托盘清理面包盘并重新摆好 food service 3. third course - siamese styled chili chicken 第三道，咖喱鸡 place the platter of the chicken on the lazy susan 摆好鸡在转盘上 serve on b/b plate摆好面包盘 serve 2 people a time一次服务两个客人 refill chinese tea and offer them 2 nd round of drinks重新装满中国茶并且进行2次饮料服务 food service clearing of third course offer them second helping 提供第二次服务 check with the gust ( may i clear the chicken sir /madam )询问客人（我可以清理下这只鸡吗，先生/女士） clear the platter and lace it on the dummy waiter use service tray to clear the soiled b/b plate and replace them with new set用托盘换掉脏的面包盘并摆上 干净的面包盘 food service 4. fourth course siamese styled chilli chicken第四步-咖喱 鸡 place the platter of the chicken on the lazy susan把鸡摆好放在转 盘上 serve on b/b plate 服务面包盘 serve 2 people a time一次服务两个客人 refill chinese tea and offer them 2nd round of drinks添满茶水并 提供2次饮料服务 food service offer the second helping提供2次服务 check with the guest ( may i clear the fish sir / madam ) 询问客人的意见 clear the platter and place it on the dummy waiter use service tray to clear the soiled b/b plate and replace them with new set用托盘清理面包盘并摆上新的 food service 5. fifth course deluxe variety vegetables第5步-高级蔬 菜 place the platter of vegetables on the lazy susan摆好蔬菜在 转盘上 place on the b/b plate摆放面包盘 serve 2 people a time一次服务两位客人 refill chinese tea and offer them 2nd round of drinks添满中国 茶并提供2次酒水服务 food service clearing of fifth course offer them second helping 为客人提供2次帮助 check with the guest ( may i clear the vegetable sir / madam )询问客人 clear the platter and place it on soiled b/b plate and replace them with new set清理面包盘并换上干净 的 food service 6. sixth course fried rice with sated fish第 六进程炒饭配咸鱼 place the platter of rice on the lazy susan 把米饭摆在转盘上 scoop the rice into the rice bowl把米饭盛进米饭 碗里 place the rice bowl on the b/b plate 把米饭碗放在面包盘里 serve 2 people a time一次服务两个客人 food service place the platter of rice on the lazy susan 把米饭摆在转盘上 scoop rice into the rice bowl把米饭盛进米 饭碗里 place the rice bowl on the b/b plate把米饭 碗放在面包盘里 serve 2 people a time一次服务两位客人 food service 7. seventh course sago with coconut milk椰子汁 place the dessert terrine on the lazy susan摆好甜品盘在转 盘上 stir and scoop the dessert into the dessert bowl equally均 匀的把甜品分到各个甜品碗里 place the dessert bowl on the b/b plate把甜品碗放在面包 盘上 food service 8. eighth course lotus pancake 第八步-荷花薄饼 place the dessert terrine on the lazy susan with service gear把 甜品盘摆在转盘上 guest help them selves由客人自主取食 clearing the dessert clear the dessert terrine and the pancake platter and place it on the dummy waiter use service tray to clear the dessert bowl and b/b plate用托盘 清理甜品碗和面包盘 crumb the table with a clean cloth用台布覆盖桌子 offer them more drinks提供给客人更多的饮料服务 note: if the guest is having some other beverage, you can clear away the chinese tea cup after the dessert在用完甜品后如果客人还有一 些别的饮料你可以把茶杯先撤掉 buffet service 自助餐服务 ( buffet counter set up ) 自助餐台摆放 how do you get the buffet plan? 1.number of persons 人 数 2.suitability of function room not to small 房间的合适性不能太小 3.above 50 persons 2 line of buffet两线自助餐台50个以上 4.entrance to avoid congestion入口-避免拥堵 5.dinning table lay out not to close, not to far 正餐桌的设置不要太近也不要太远 6.life cooking stall you cant put them inside a function room你不能把他们放进房间里 7.easy access avoid long stretch of buffet line 简单方便取到食物,避免很长的自助餐线不方便客人取食 what are the things you need to have on a buffer counter, before the guest arrival 1.buffet cloth自助餐巾 2.skirting - do not mix the skirting colors 不要和其他餐巾混淆 3.decoration for the buffet counter ( will be under the supervision of chef )自助餐台的装饰 4.chaffing dishes to follow up with stewarding department正餐盘子-要随着管事部的节拍 5.hot water/ fresh steno for chafing dish 热水，以确保菜肴质量 6.food should be on the table 30 minutes before the service 在服务前的30分钟就应该把食物准备好 what are the things you need to have on a buffer counter, before the guest arrival 7. plates dinner plate at main course盘子-正餐盘在主位置 - salad plate at salads沙拉盘子装满沙拉 - b/b plates of dessert bowl