酒店宴会服务标准.ppt

,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.Coffeewhitewineinacoolerandstandandnapkin)andpresentedwiththelabelfacingtheguest.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.WinebytheBottle瓶卖葡萄酒,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Colleaguesshouldannouncetheyear,vintage,vineyardandgrapetotheguestandthenopenthebottleinasuitablelocationnearthetable(orinfinediningrestaurantsonasidetable).酒标对着客人,说明年份,酒庄和葡萄名后为客人开酒.“ExcusemeSir,your2004GreenPointChardonnay.”“打扰一下先生,您点的2004年碧汇莎当妮”,23.WinebytheBottle瓶卖葡萄酒,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Thecorkispresentedtogetherwiththecutsoftcaponasmallplateatthetableandlefttherewiththevineyardslogofacingtheguestwhoorderedthebottle.Thisdoesnotapplyforwineswithscrewcaporartificialcork.Olderredwineswillbedecanted.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.“Hereyoucork,Sir.”“您的木塞,先生”,23.WinebytheBottle瓶卖葡萄酒,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Asmallamountispouredintheglassoftheguestwhoorderedthewinefortasting.Oncetheguesthasacknowledged,filltheglassesaccordingtostandardstartingwithladiesfirstandthehostlast.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.“ExcusemeSir/Madam,wouldyouliketotaste?”XX先生/女士,请您先试一下这款酒,23.WinebytheBottle瓶卖葡萄酒,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Refilltheglasseswhenleftfull.Colleaguesshouldaskforasecondbottlebeforethefirstoneisgoingtobeemptytoavoidembarrassmenttothehost.Thebottlewillagainbepresentedwhenasking.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.“ExcusemeSir/Madam,wouldyoucareforanotherbottleofthesamewine?”XX先生/女士,您需要再来一瓶同款的酒吗?,23.WinebytheBottle瓶卖葡萄酒,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Whenanotherbottleofthesamewineandvintageisordered,afreshglassisgivenfortasting.Otherguestsatthetableareofferedthechoicetohaveanewglass.Shouldthesecondbottlebeadifferentwine,newglassesforeverybodyhavetobeprovided.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.WinebytheBottle瓶卖葡萄酒,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Colleaguesensurethatcoffeeisalwaysfreshlybrewedpercupandservedwithhotmilkandcubesugar.Teaisalwaysmadefromloosetealeaves,pouredinfrontoftheguestandservedwithlemonandhotorcoldmilk(exceptforChinesetea)andcubesugar.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&TeaService咖啡及茶水服务标准,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Colleaguestopresentandintroduceallbeveragesanddishesorderedwhenservingatthetable.Inspecialtyrestaurantsamoredetailed,butshortdescriptionofthedishshouldbegiven.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.“Thisisyour.Pleaseenjoy”.这是您的,请慢用.,25.Servingitemsordered服务所点菜式,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Whenguestsaretemporarilyleavingthetable,thenapkinisbeingrefoldedinaneatshapeandputonthesidetable.Pullthechairfortheguestuponreturn.如果客人暂时离开座位,折叠好餐巾,客人回来时主动拉椅子.,26.RefoldingofNapkins整叠口布,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Beveragesshouldneverbecomeemptyatthetableandasecondglasswillbeofferedorrefilledwhenthedrinkisfull.Emptyglasseswillberefilledorcleared.Soileddishesaretobeclearedpromptlyandsimultaneously.当杯中的饮料还有1/4时,及时询问是否要第二杯.空杯子要及时添加饮料或收走.同时撤走用完的盘子.,27.RefillandClearing补充及清理,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Supplementalorderstakenduringthecourseofthemealwillberespondedtoimmediately.用餐期间如有追加的点单要及时跟进.“Rightaway,Sir/Madam”.请稍等,先生/女士,28.SupplementalOrders补单,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Guestsareinformedifthereisanysignificantdelay.Colleagueswillapologizewithabriefexplanationandadvisetheguestontheapproximatewaitingtime.任何点单如需较长时间的等待必须及时告知并给予道歉和适当解释,说清等候时间.“DearMr.Smith.Your.willtakeanother10minutes.Mysincerestapologiesforthat.李先生,您的还需要10分钟的时间,为此我向您表示真诚的歉意.,29.ServiceDelays服务延误,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Guestsatisfactionofeachpatronischeckedonlytwiceandbyonepersononlyeachtime:3-4minutesafterthemaincourseandonceafterthecheckispresented.Theoutletmanagerhimselfhastocheckonceasaminimumaswell.饮料或主菜服务后的3-4分钟,由经理或主管询问客人对饮料和食品的满意度.“Howis/didyouenjoyyourlunch,dinner?/Howis/wasyourdrink?”您用餐愉快吗?,30.GuestSatisfaction客人满意度,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Ashtraysarechangedaftereachcigarettebud.烟缸内有一个烟蒂时要及时更换.“MayIchangeyourashtray,Sir,Madam?”我可以换以下烟缸吗?,31.Ashtrays烟灰缸服务标准,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,ThebillispresentedintheappropriatefolderincludingaWVYOCardandpen.Shoulditbeknownthattheguestwillbeneedingapen(in-houseguestorforcreditcardpayment),penassistanceisgivenbypullingitoutbeforepresentingthecheckandhandingittotheguest.用适当的帐单夹并放入WVYO和笔.,32.PresentingtheBill呈现帐单,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Whentheguestisreviewingthecheck,waitersaretosteepbacktogiveroomtotheguestsprivacy.Oncethepaymenthasbeendone,acopyofthecheckisgiventotheguestandtheguestisthankedforhispatronage.客人检查帐单时,员工要稍稍退后以顾及客人的隐私.结帐后帐单的一联留给客人并感谢光临.,33.Payment付款,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Guestsaregivenchairassistancewhenleavingandhelpedwithanycoatsorbags.Colleagueswillalwaysscanthetableaftertheguestlefttoensurethatnothinghasbeenleftbehind.客人离坐前主动拉椅子,检查客人是否遗忘随身物品.,34.LeavingtheTable离台,Food&Beverage/Restaurants,Bars&Lounges餐饮部/餐厅,酒吧,酒廊,Guestsarebidfarewellwithagenuinesmileandthankedfordiningwiththerestaurant.面带微笑并感谢客人的光顾.“Thankyouforcomin