酒店宴会服务标准PPT课件.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 Coffee TeaService咖啡及茶水服务标准 1 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 2 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 3 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 sideandmenusonthetable 1 TableSet Up设台 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 4 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 5 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 PICTURETeamleaderinstation 3 StationAssignment区域分配 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 6 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 7 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 WelcometoYiCaf 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 8 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 9 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 10 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 11 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 12 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 13 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 14 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 15 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 16 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 Mrs Smith MayIofferyousometea Wehavethefollowingselection 您好 李先生 我可以向您推荐一些茶吗 13 ServingTea ChineseRestaurantonly 上茶 仅供中餐厅参考 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 17 Theguest sorderistakenimmediatelyornotlaterthan30secondsafterseating Theguestisacknowledgedwithawarmsmile theChinesegreeting accordingtothedaytime andbyusingtheguest sname whenknown 客人入座后30秒内点单 面带微笑称呼客人的名字 Nihao Mr Smith Wouldyouliketoplaceyourorder 您好 李先生 我可以为您点单吗 14 TakingtheOrder点单 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 18 Whentakinganorder ladiesfirstandhostlast Colleagueswillrememberwhoorderedwhattoavoidtoaskagainoncethebeveragesanddishesareserved 先为女士点单 并做好记录 避免再次询问客人Inquireifguestprefersfamilyorformalstyleservice ChineseRestaurantonly 询问客人是否需要分菜服务 仅在中餐厅适用 PICTUREWaitertakingorder 14 TakingtheOrder点单 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 19 Colleaguestoupsellbeverages startersordessertsifnotordered 推销饮品 开胃菜或甜点 MayIrecommendyouagoodglassofredwinewith adessertafter 我可以向您推荐一杯葡萄酒 甜点 15 Upselling促销 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 20 Orderstakenarealwaysrepeatedtotheguest Thisdoesnotapplyforsingleguestswhohaveorderedonebeverageordishonly 重复客人的点单 不适用于仅点了一份饮料或食品的客人 MayIrepeatyourorder Sir Madam Foryouone 请允许我重复您的点单 先生 女士 您的一份 16 RepeatingofOrders重复点单内容 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 21 Ifnotallseatsatthetableareoccupied theadditionaltablesettingwillbeclearedwiththepermissionoftheguest 收走桌上所有的餐具 Mr Smith doyoumindifIcleartheadditionalsettingorwillsomebodyelsejoinyouforbreakfast lunch dinner 李先生 您介意我把多余的餐具收走吗 还是待会儿您有朋友要来 17 RemovalofSettings撤离多余餐具 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 22 Forallsinglediners thenewspaperofthedayormagazineswillbeofferedaftertheorderhasbeentaken 点单后 为单独用餐的客人提供报纸和杂志 ExcusemeSir Madam mayIofferyousomenewspaperormagazine 打扰一下先生 女士 需要我为您提供一些报纸或杂志吗 18 SingleDiners单独用餐的客人 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 23 Lavenderscentedhotorcoldtowel accordingtotheseason isservedtothetableaftertheguestisfirstseated afterthesoupandbeforethedessert exceptbarswithdrinkserviceonly loungesandGourmet 客人入座后 提供带有薰衣草香味的冷 热毛巾 ExcusemeSir Madam hereisyourfacetowel 打扰一下先生 女士 给您的毛巾 19 TowelService上毛巾 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 24 Colleaguesalwaysservebeveragesfromatrayandnotlaterthan3minutespastthetimetheorderwastaken 点单后3分钟内为客人上饮料 Bottleddrinkssuchasbeer mineralwater etc arealwaysopenedandpouredintheguest spresence 瓶装饮料 如啤酒 矿泉水等必须在客人面前打开 Hereisyourbeverage mayIpouritforyou 您点的饮料 需要我为您倒上吗 20 BeverageService上饮料 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 25 Wherethereisnotablelinenorplacematsetonthetablesasastandard Bars Lounges colleagueswillalwaysplacetheglassandbottleonlinencoasters 如果没有台布或餐巾垫 酒吧 必须使用杯垫 Glassesandbottlesarealwaysserved pouredandplacedontherightoftheguest 杯子摆放在客人的右手边 20 BeverageService上饮料 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 26 2020 1 7 27 Wineisalwaysservedattheappropriatepre determinedtemperature 葡萄酒的温度适当 21 WineTemperature葡萄酒温度 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 28 Appropriatewineglassesarebroughtonatraytothetableandsetfirst Afterthat carrythebottletothetableelegantlybyhand withafoldednapkinsleevearoundtheneck andpresentedwiththelabelfacingtheguest Announcetheyear vintage vineyardandgrapetotheguest 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 ExcusemeSir Madam hereisyour XX先生 女士 这是您点的 22 WinebytheGlass杯卖葡萄酒 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 29 Pouredasmallamountintheglassoftheguestwhoorderedthewinefortasting Oncetheguesthasacknowledged theglasseswillbefilledaccordingtostandardstartingwithladiesfirstandthehostlast 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 wouldyouliketotaste XX先生 女士 请您先试一下这款酒 22 WinebytheGlass杯卖葡萄酒 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 30 Thewinetastingportionisalwaysofferedtothepersonwhoorderedthewineinthefirstplaceunlessitisaladyinthecompanionofaman Thentheladywillbeaskedinaverycourteousmannerifshewouldlikethegentlementotastethewine 总是让点单的客人来试酒 除非点单的是女士 需要礼貌的询问女士是否要她身边的男士试一下酒 ExcusemeMadam wouldyoulikethegentlementotastethewineforyou XX女士 您是否需要这位男士试一下酒 22 WinebytheGlass杯卖葡萄酒 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 31 Whenglassesareleft full colleaguesshouldaskforasecondglass Newglassesaregivenwitheachconsecutiveglassofwineordered 如果杯中仅有1 4的葡萄酒 主动询问是否需要第二杯 并更换新的酒杯 ExcusemeSir Madam wouldyouliketohaveanotherglassofwine XX先生 女士 您需要再点一杯同款的葡萄酒吗 22 WinebytheGlass杯卖葡萄酒 Food Beverage Restaurants Bars Lounges餐饮部 餐厅 酒吧 酒廊 32 Appropriatewineglassesarebroughtonatraytothetableandsetfirst Afterthatthebottlewillbecarriedtothetableelegantlybyhand redwinewithafoldednapkinsleevearoundtheneckorinfinediningrestaurantsintheappropriateholder basket whitewineinacoolerandstandandnapkin 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 33 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 34 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 35 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 36 Refilltheglasseswhenleft full 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 37 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 38 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 39 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 40 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 41 Beveragesshouldneverbecomeemptyatthetableandasecondglasswillbeofferedorrefilledwhenthedrinkis full 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 42 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 43 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 44 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 GuestSa