国际五星酒店培训资料.doc

HOUSE RULES & REGULATIONS & POLICIES规章制度及工作要求Personal Hygiene : 个人卫生要求及标准Your first impression is your personal appearance. Therefore good personal grooming is vital to us.客人对我们的餐厅的第一印象是从你个人的卫生情况而得来的，所以保持好的个人的卫生是大家工作中很重要的一部分！n Employee should be clean and neat.n 每位员工要保持良好的个人卫生，清洁卫生。n Male employee must be well-shaved, with hair neat & clean at all times.n 男员工要保持面部的清洁，刮胡须，头发要干净，整齐。n Female employee make-up should be light and appropriate.n 女员工要化淡装。n The employees hand and nails must be clean at all times.n 指甲要干净清洁，不可有长指甲。n All staff uniforms must be clean and well-pressed.上班之前要检查自己的工服是否清洁，有破损，带齐应带物品。n Make sure that there are no mouth or body odors. n 确保无口臭，体臭。n Always remember your standing posture whenever you are on duty. n 和客人交谈时，站姿要好，精神饱满。n Smile!n 要记住，你的笑容是最重要的。n Do not yawn in front of guest. If you cant avoid it, turn away & cover your mouth with hand.n 不要当众打哈欠，如果不可以忍，就用手捂住嘴。n Do not pick your nose, fingernails, or any blemishes.n 不要当众掏鼻孔, 咬指甲, 挤暗疮等不雅行为n Comb your hair only in the employee locker room or washroom.n 不要在餐厅中玩弄头发,梳理头发等要在员洗手间。Uniform:n Uniform will be provide and its your responsibility to take good care of them. Subject to genuine wear and tear, replacement may be made but you will be charged for any damages and to your carelessness.n 要爱护工服，任何破损要赔偿。Attendance:n Employee should arrive 15 minutes earlier and change into your uniform and carefully check your grooming before begin to work.n 员工要在上班前15分钟到达，并换好工服，检查自己的仪容仪表。 PORT AND SHERRYTHESE ARE FORTIFIED WINES, MEANING THAT BRANDY IS ADDED WHEN WINE TO STOP THE FERMENTATION PROCESS AND MAKE IT STRONGER.EXAMPLEPORTDESCRIPTIONFortified wine that is made from a variety of grapes.EXAMPLESHERRYDESCRIPTIONCharacterized by its nutty taste and ranges in color from pale to dark amber.Come in extra dry, dry, medium sweet and sweet.The sweet type is sometimes called cream sherry.LIQUEUR DESCRIPTIONADVOCAATDutch liqueur made from egg yolk, sugar & brandy.AMARETTOAlmond flavored liqueur.APRICOT BRANDYApricot flavored liqueur.BAILEYS CREAMMade of whisky and Irish cream.D.O.M Brandy based herb flavored drink.BLUE CURACAOSweet liqueur made with wine or grain sprit, sugar and orange peels. Come in 4 colors: orange, blue, green and clear.CHERRY BRANDYBrandy based cherry flavored liqueur.CRME DE CASSISBrandy based black currant liqueur.CRME DE CACAO Brandy based cocoa flavored liqueur. Come in 2 colors: clear and dark brown. CRME DE MENTHPeppermint flavored liqueur. Come in 3 colors: clear, green and red.MALIBURum based coconut flavored liqueur.COINTREAUSweet, colorless, orange flavored liqueur.DRAMBUIEScotch whisky and heather honey liqueur.GALLIANOGold colored liquorices and anisette flavored liqueur, from Italy.GRAND MARNIERGolden brown orange flavored French liqueur, which is brandy based.KAHLUAMexican brandy based coffee liqueur made from coffee beans, coca beans and vanilla.MELON Melon flavored liqueur.PEACH SNACHEEP Peach flavored liqueur.SOUTHERN COMFORTBandy and bourbon based American liqueur with peach flavor.SAMBUCAItalian liqueur with soft anisette flavor.TIA MARIARum based Jamaican liqueur with coffee liqueur.1. Some restaurant place餐厅的部分地点Non-smoking area非吸烟区 Main floor一楼酒吧Smoking area吸烟区Dance floor舞池Stage舞台DJ console调音室Function room宴会厅Coffee lounge咖啡厅Host stand领位台Merchandise销售部Cashier counter收款台Toilet洗手间Bar吧台Side station区间柜Main side station主区间柜Main cashier room收款室Office办公室Stewarding管事部Cold kitchen冻厨Hot kitchen热EXPO出菜口Cloak room衣帽间 Mezzanine二楼Locker room更衣室 Entrance入口Exit出口2. Basic Englisha) Good morning / afternoon / evening, Rouge N 3_ speaking, (How) may I help you?b) January, February, March, April, May, June, July, August, September, October, November, Decemberc) Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturdayd) One, two, three, four, five, six, seven, eight, nine, ten, eleven, twelve, thirteen, fourteen, fifteen, sixteen, seventeen, eighteen, nineteen, twenty, thirty, forty, fifty, sixty, seventy, eighty, ninety, one hundred, thousande) First, second, third3. Cutlery餐具Dinner knife餐刀dinner fork餐叉steak knife牛扒刀Soup spoon汤勺dessert spoon甜品勺soda spoon /parfait spoon长柄勺Tea spoon茶勺chopsticks筷子Milk jug奶勺4.Condiments:Ketchup番茄酱chili sauce辣椒酱Lea & perrins李派林急汁Mustard芥末Tabasco辣椒仔sweetener健怡糖Sugar糖sugar syrup糖浆HP sauce HP汁A1 sauce A1汁milk牛奶creamer咖啡奶Butter牛油salt盐black pepper黑胡椒Pepper胡椒粉herb香草parmesan cheese帕米森芝士Garlic powder蒜蓉粉chili powder辣椒粉wine vinegar 红酒醋Salad oil 沙拉油 5. Basic English:Greeting: How are you? /How do you do? /How are you getting on?Good bye: See you. /Have a nice day. /Have a pleasant evening. /Good night. /Thank you for coming. /Hope to see you again.Just a moment, please. /Wait a moment please. I will come back to you.I am so sorry, I dont understand. Please wait a moment. Let me call the manager here.Your coffee, sir / Here you are, sir.Please enjoy your meal / drink / food / dessert.Are you finished with this salad, sir? / Have you finished? May I clear this away/the table?6. Glassware:杯具Rock glass古典杯Highball Glass长饮杯Shot glass短杯Beer glass啤酒杯Brandy glass白兰地杯Margarita glass玛格瑞特杯Champagne Flute香槟杯Cocktail glass鸡尾酒杯Martini GlassSherry glass雪利杯Wine glass葡萄酒杯Liqueur glass力娇酒杯Liqueur coffee glass力娇咖啡杯Carafe水瓶Jug水罐7.cold beverages ( soft drink, water)：冻饮7-UP7-UP七喜CokeC可乐Diet CokeDIET轻怡可乐Soda waterSODA苏打水Ginger aleALE干姜水Tonic waterTONIC汤力水Evian waterEVIAN依云水Perrier waterPERRIER巴黎水Iced lemon teaICE TEA冻柠檬茶Iced coffeeICE COFF冻咖啡Iced cappuccinoICE CAPP冻意大利咖啡LemonadeLEMONADE冻柠檬水Cold milkCOLD MILK冻牛奶8.hot beverages:热饮Chinese teaCHINESE TEA茉莉花茶Lipton teaTEA立顿红茶Fresh coffeeCOFF咖啡CappuccinoCAPP意大利咖啡Espresso coffeeESP浓缩咖啡Double espresso coffeeDBL ESP大浓缩咖啡Decaffeinate coffeeDECA COFF低脂因咖啡Hot chocolateHOT CHOC热巧克力Hot milkHOT MILK热牛奶9.Chilled juices:果汁Apple juiceA/J苹果汁Coconut juiceCO/J椰子汁Cranberry juiceCRAN/J蔓越酶汁Grapefruit juiceGF/J西柚汁Lime juiceL/J青柠汁Mango juiceM/J芒果汁Orange juiceO/J橙汁Pineapple juiceP/J菠萝汁Tomato juiceT/J番茄汁10. Fresh juices:鲜榨果汁Carrot juiceFRE. CAR/J红萝卜汁Honeydew juiceFRE. HD/J哈蜜瓜汁Honey melon juiceFRE. HM/J蜜瓜汁Orange juiceFRE. O/J橙汁Pineapple juiceFRE. P/J菠萝汁Tomato juiceFRE. T/J番茄汁Watermelon juiceFRE. WM/J西瓜汁11. Basic English:Miscellaneous:杂项Dinner napkin餐巾Cocktail napkin方巾Wet napkin湿纸巾Table cloth桌布Matches火柴Candle蜡烛Straw吸管Stirrer搅棒Coaster杯垫Bill/check帐单Bill Folder帐单夹Menu菜单Drink list酒水牌Take away box打包盒Basket篮子Tent card台卡Comments card意见卡Toothpicks牙签Tray托盘Tea bag茶包Coffee bean咖啡豆Cloth / towel布Banner横幅Bar stool吧凳Baby chair小孩椅Chair椅子Table桌子Couch / sofa沙发Drawer抽屉Counter柜台Cling wrap(plastic foil)保鲜纸Aluminum foil锡纸12. Payment1) Cash RMB, Euro, Hongkong dollar, USA dollar2) Credit card American Express (AE), VISA (VISA), Master card (MASTER), Diners (DINERS), JCB (JCB), Great Wall (GW), ICBC (ICBC).3) Cheque4) Voucher5) City ledger14. Basic English1) Vegetables:蔬菜Lettuce生菜Potato土豆Tomato番茄Onion洋葱Carrot红萝卜Celery西芹Cabbage椰菜Broccoli西兰花Bell pepper灯笼椒cCauliflower椰菜花Garlic蒜Chive葱Chili尖椒Parsley番茜Kernel corn玉米Water chestnuts马蹄Ginger姜Kidney bean红腰豆Snow pea荷兰豆Cucumber青瓜Pumpkin南瓜Egg plant茄瓜Bamboo shoot竹笋 Romaine lettuce罗马生菜Bean sprout芽菜Caper水瓜柳Chick pea鸡心豆Spinach菠菜2）Fruit:水果Apple苹果Orange橙Banana香蕉Pineapple菠萝Mango芒果Strawberry草莓Lemon柠檬Water melon西瓜Mandarin柑Pear梨Grape葡萄Honey melon蜜瓜Papaya木瓜currant加仑子Sugarcane蔗Coconut椰子Cherry车厘子Plum布林Kiwi奇异果Honey dew哈蜜瓜Avocado牛油果Apricot杏Peach桃Grapefruit西柚3) Nuts:Raisin提子干Peanut花生Bean curd豆腐Almond杏仁Cashew腰果Walnut核桃Pecan万寿果Hazelnut榛子Sesame芝麻Green bean绿豆Red bean红豆Lotus nut莲子Olive榄仁Lily root百合15. Sauces:酱汁Gravy烧汁Pepper sauce黑椒汁Mushroom sauce蘑菇汁BBQ sauce烧烤汁Hot sauce辣汁Soy sauce酱油Apricot sauce桃汁Tartar sauce他他酱Salsa沙沙酱Mayonnaise美容酱Sour cream酸奶油Guacamole鳄梨酱Apple sauce苹果酱Chocolate sauce巧克力汁Strawberry sauce草莓酱Pineapple sauce菠萝酱Buffalo sauce酸辣汁16. Salad dressing:沙拉酱Thousand island1000千岛酱Bleu cheeseBLEU蓝芝士酱Ranch dressingRANCH香草酱Honey mustardHM蜂蜜介末Balsamic vinaigretteVIN意大利油醋House vinaigretteHOUSE家乡油醋Oil & vinegarO & V油和醋Caesar dressingCAESAR凯撒酱17. Basic English:1) Meat:肉Chicken鸡beef牛lamb羊pork猪Duck鸭goose鹅Turkey火鸡2) Seafood:海鲜Sole左口鱼salmon三文鱼garoupa石斑鱼bass鲈鱼Mussel青口scallop带子prawn虾snake蛇Clam蚬