浦东香格里拉酒店-餐饮部核心规范ppt课件

1、CONTENT - 4 of 6 内容简介 19. Towel Service 上毛巾 20. Beverage Service 上饮料 21. Wine Temperature 葡萄酒温度 22. Wine by the Glass 杯卖葡萄酒 23. Wine by the Bottle 瓶卖葡萄酒24. Coffee & Tea Service 咖啡及茶水效力规范F&BCore Practices餐饮部中心规范3. Restaurants, Bars & Lounges餐厅,酒吧,酒廊 .CONTENT - 5 of 6 内容简介 25. Serving items ordered 效力

2、所点菜式26. Refolding of Napkins 整叠口布27. Refill & Clearing 补充及清理28. Supplemental Orders 补单29. Service Delays 效力延误30. Guest Satisfaction 客人称心度F&BCore Practices餐饮部中心规范3. Restaurants, Bars & Lounges餐厅,酒吧,酒廊 .CONTENT - 6 of 6 内容简介 31. Ashtrays 烟灰缸效力规范32. Presenting the Bill 呈现帐单33. Payment 付款34. Leaving the

3、 Table 离台35. Bidding Farewell 送别客人F&BCore Practices餐饮部中心规范3. Restaurants, Bars & Lounges餐厅,酒吧,酒廊 .Tables are set-up according to the reservations made. Special requirements are prepared, dietary requests are communicated to the culinary team well in advance prior to the start of service. Special set

4、 menus are checked in spelling and according to the guests request.根据预定设置餐桌,提早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.PICTUREPhoto of table set-up arrangement with Champagne in a cooler table-side and menus on the table1. Table Set-Up 设台 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Side and

5、 Service Stations are clean, arranged and well equipped with sufficient mise-en-place. Soiled plates are removed immediately and piling up of dishes should be avoided throughout the service period.效力台坚持整洁，预备足够的器具。用过的盘子及时收走。 2. Service station 效力操作台Food & Beverage / Restaurants, Bars & Lounges 餐饮部 /

6、餐厅, 酒吧, 酒廊.Team leaders are clearly assigned to their stations and are in charge to handle orders and delivery of menu items as per service standards set. They are the only ones taking orders or responding to any supplemental guest requests to avoid that guests approached several times for the same

7、request. 主管需了解所分配到的区域, 按照每个效力规范担任点单及菜单的传送。只需主管才干给客人点单或回应客人其他要求,以免让客人反复为同一个问题寻求协助。PICTURETeam leader in station 3. Station Assignment 区域分配Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.A hostess is always at the restaurants / bars entrance.坚持一名领位员在餐厅/酒吧入口处.4. Hostess 领位台 Food & Bevera

8、ge / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.All guests are immediately acknowledged on arrival to the restaurant or bar with a warm smile, appropriate eye contact, with the Chinese greeting (according to the time of the day), using the guests name (when known) and by welcoming to the outlet.客人

9、到达后面带浅笑用中文给予及时的问候,坚持适当的眼神接触.“Nihao Mr. Smith. Welcome to Yi Caf. “他好李先生，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.All Guests are asked if they have made a reservation (except for breakfast) when arriving at the outlet and asked for the name under which t

10、he booking was made.宾客到达餐厅后讯问客人能否有预定(早餐除外),和预定人姓名.“Did you make a reservation with us? May I have your name please? 请问他有预定吗?请问您贵姓?6. Asking for Reservation 讯问预定情况 Food & Beverage / Restaurants, Bars & Lounges餐饮部 / 餐厅, 酒吧, 酒廊.If the guests did not have a reservation, ask for seating preferences and a

11、ssign table accordingly. Best tables are assigned for single diners.假设客人没有事先定位,要讯问客人对座位的喜好,为单独用餐的宾客预备最正确的位置.“Sir / Madam, would you prefer smoking or non-smoking? 请问您喜欢在吸烟区/非吸烟区入座?7. Seating Preferences 座位喜好 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Assist guests always with coa

12、ts and bags. First attend to disabled, elderly, ladies and children, then to men.为客人摆放大衣和随身物品, 并首先为残疾人士,老年人,女士及儿童效力.“May I help you with your coat / bag, Sir, Madam? 我可以帮您吗? (外套或包)8. Assisting with Coats 辅助存放大衣 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.If the guests have made a

13、reservation but the table will not be ready within 10 minutes past the reserved time, guests are offered a complimentary drink at the nearby bar, lounge or seating area.假设客人曾经事先预定而餐桌在10分钟之内不能预备好,我们必需安排客人在临近的酒廊稍作休憩并提供免费饮品.“My sincere apologies that your table is not ready yet. May I offer you a drink

14、 at the bar while you are waiting ?非常负疚,您的座位暂时还未预备好,您介意在我们酒吧先喝杯饮料吗?9. No Tables available 餐厅客满 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.If there was no reservation made, colleagues should inform the guest on an estimated time when the next table becomes available or offer an al

15、ternate dining venue.客人假设没有事先预定而我们暂时没有空桌,必需告知客人大致的等候时间或给予其他餐厅的信息和建议.“There is a table available around 9:00 pm. Would that be alright for you? / May I offer you one of our other dining venues ? 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. No Tables available 餐厅客满 Food & Beverage / Restaurants, Bars & Lounges

16、餐饮部 / 餐厅, 酒吧, 酒廊.All guests are escorted to their table in a gracious and efficient manner. Colleagues acknowledge and greet guests by stepping back with grace in order to allow guests to pass by. Do not walk too fast and make sure that guests are following.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.“T

17、his Way please, 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.Colleagues to ensure that guests will only be seated at fully prepared tables. Upon the arrival at the table, colleagues will ask for the guests approval of the selected table.确保所安排的餐桌餐

18、具齐全.讯问客人对安排的餐桌能否称心.“Sir / Madam, is this table alright for you?先生/女士,这个位置您觉得称心吗?11. Arrival at the table 到达餐台 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Chair assistance is given to all guests after having been escorted to their table (ladies first). Colleagues wait until all gue

19、sts are seated before leaving the table and then wish an enjoyable dining experience.尽能够为每位宾客拉椅子.待客人全部入座后分开并预祝用餐愉快.“Please Sir / Madam, enjoy your lunch / dinner.祝您用餐愉快.12. Chair Assistance 拉椅子 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Colleagues to offer recommendation on Chine

20、se tea immediately after the guests are seated. Tea is served within 5 minutes.入座后向客人引荐中式名茶,并于五分钟内效力给宾客.“Nihao, Mrs. Smith. May I offer you some tea? We have the following selection.您好.李先生,我可以向您引荐一些茶吗?13. Serving Tea (Chinese Restaurant only)上茶 (仅供西餐厅参考) Food & Beverage / Restaurants, Bars & Lounges

21、餐饮部 / 餐厅, 酒吧, 酒廊.The guests order is taken immediately or not later than 30 seconds after seating. The guest is acknowledged with a warm smile, the Chinese greeting (according to the daytime) and by using the guests name (when known).客人入座后30秒内点单,面带浅笑称谓客人的名字.“Nihao, Mr. Smith. Would you like to place

22、 your order? “您好,李先生。我可以为您点单吗?14. Taking the Order 点单 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.When taking an order, ladies first and host last. Colleagues will remember who ordered what to avoid to ask again once the beverages and dishes are served.先为女士点单,并做好记录,防止再次讯问客人Inquire

23、 if guest prefers family or formal style service (Chinese Restaurant only).讯问客人能否需求分菜效力(仅在西餐厅适用).PICTUREWaiter taking order.14. Taking the Order 点单 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Colleagues to upsell beverages, starters or desserts if not ordered.推销饮品,开胃菜或甜点.“May I re

24、commend you a good glass of red wine with. / a dessert after 我可以向您引荐一杯葡萄酒/甜点?.15. Up selling 促销 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Orders taken are always repeated to the guest. This does not apply for single guests who have ordered one beverage or dish only.反复客人的点单,不适用于仅

25、点了一份饮料或食品的客人“May I repeat your order, Sir, Madam? For you one 请允许我反复您的点单,先生/女士?您的一份.16. Repeating of Orders 反复点单内容 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.If not all seats at the table are occupied, the additional table setting will be cleared with the permission of the guest.

26、收走桌上一切的餐具.“Mr. Smith, do you mind if I clear the additional setting or will somebody else join you for breakfast / 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. Removal of Settings 撤离多余餐具 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.For all single diners, the newspaper of the da

27、y or magazines will be offered after the order has been taken.点单后,为单独用餐的客人提供报纸和杂志.“Excuse me Sir/Madam, may I offer you some newspaper or magazine?打扰一下先生/女士,需求我为您提供一些报纸或杂志吗?18. Single Diners 单独用餐的客人 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Lavender scented hot or cold towel (ac

28、cording to the season) is served to the table after the guest is first seated, after the soup and before the dessert (except bars with drink service only, lounges and Gourmet). 客人入座后,提供带有薰衣草香味的冷/热毛巾.“Excuse me Sir/Madam, here is your face towel.打扰一下先生/女士,给您的毛巾.19. Towel Service 上毛巾 Food & Beverage /

29、 Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Colleagues always serve beverages from a tray and not later than 3 minutes past the time the order was taken. 点单后3分钟内为客人上饮料.Bottled drinks such as beer, mineral water, etc., are always opened and poured in the guests presence. 瓶装饮料,如啤酒,矿泉水等必需在客人面前翻开.“Her

30、e is your beverage, may I pour it for you? “您点的饮料,需求我为您倒上吗?20. Beverage Service 上饮料 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Where there is no table linen or placemat set on the tables as a standard (Bars & Lounges), colleagues will always place the glass and bottle on linen co

31、asters. 假设没有台布或餐巾垫(酒吧),必需运用杯垫.Glasses and bottles are always served, poured and placed on the right of the guest.杯子摆放在客人的右手边20. Beverage Service 上饮料 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Wine is always served at the appropriate pre-determined temperature.葡萄酒的温度适当. 21. Wine T

32、emperature 葡萄酒温度 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Appropriate wine glasses are brought on a tray to the table and set first. After that, carry the bottle to the table elegantly by hand (with a folded napkin sleeve around the neck) and presented with the label facing the

33、 guest. Announce the year, vintage, vineyard and grape to the guest. 先摆放葡萄酒杯,稍后将瓶装酒呈上,酒标对着客人,阐明年份,酒庄和葡萄名.Excuse me Sir / Madam, here is your XX 先生/女士,这是您点的22. Wine by the Glass 杯卖葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Poured a small amount in the glass of the guest who or

34、dered the wine for tasting. Once the guest has acknowledged, the glasses will be filled according to standard starting with ladies first and the host last.在杯中倒入少许酒给客人品味,得到客人确认后为女士先倒酒,主人最后.“Excuse me Sir, would you like to taste?XX先生/女士,请您先试一下这款酒22. Wine by the Glass 杯卖葡萄酒 Food & Beverage / Restauran

35、ts, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.The wine tasting portion is always offered to the person who ordered the wine in the first place unless it is a lady in the companion of a man. Then the lady will be asked in a very courteous manner if she would like the gentlemen to taste the wine.总是让点单的客人来试酒, 除非

36、点单的是女士, 需求礼貌的讯问女士能否要她身边的男士试一下酒.“Excuse me Madam, would you like the gentlemen to taste the wine for you?XX女士,您能否需求这位男士试一下酒?22. Wine by the Glass 杯卖葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.When glasses are left full, colleagues should ask for a second glass. New glasses are

37、given with each consecutive glass of wine ordered. 假设杯中仅有1/4的葡萄酒,自动讯问能否需求第二杯,并改换新的酒杯.“Excuse me Sir / Madam, would you like to have another glass of wine?XX先生/女士,您需求再点一杯同款的葡萄酒吗?22. Wine by the Glass 杯卖葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Appropriate wine glasses are bro

38、ught on a tray to the table and set first. After that the bottle will be carried to the table elegantly by hand (red wine with a folded napkin sleeve around the neck or in fine dining restaurants in the appropriate holder / basket; white wine in a cooler and stand and napkin) and presented with the

39、label facing the guest.先摆放葡萄酒杯,稍后将瓶装酒呈上,酒标对着客人,阐明年份,酒庄和葡萄名. 23. Wine by the Bottle 瓶卖葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Colleagues should announce the year, vintage, vineyard and grape to the guest and then open the bottle in a suitable location near the table (or in

40、fine dining restaurants on a side table). 酒标对着客人,阐明年份,酒庄和葡萄名后为客人开酒.“Excuse me Sir, your 2004 Green Point Chardonnay. “打扰一下先生,您点的2004年碧汇莎当妮23. Wine by the Bottle 瓶卖葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.The cork is presented together with the cut soft cap on a small plate

41、at the table and left there with the vineyards logo facing the guest who ordered the bottle. This does not apply for wines with screw cap or artificial cork. Older red wines will be decanted.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效力.“Here you cork, Sir.“您的木塞,先生23. Wine by the Bottle 瓶卖葡萄酒

42、Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.A small amount is poured in the glass of the guest who ordered the wine for tasting. Once the guest has acknowledged, fill the glasses according to standard starting with ladies first and the host last.在杯中倒入少许酒给客人品味,得到客人确认后为女士先倒酒,主人最后.“E

43、xcuse me Sir / Madam, would you like to taste?XX先生/女士,请您先试一下这款酒23. Wine by the Bottle 瓶卖葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Refill the glasses when left full. Colleagues should ask for a second bottle before the first one is going to be empty to avoid embarrassment to

44、the host. The bottle will again be presented when asking.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讯问能否要第二瓶.“Excuse me Sir / Madam, would you care for another bottle of the same wine?XX先生/女士,您需求再来一瓶同款的酒吗?23. Wine by the Bottle 瓶卖葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.When another bott

45、le of the same wine and vintage is ordered, a fresh glass is given for tasting. Other guests at the table are offered the choice to have a new glass. Should the second bottle be a different wine, new glasses for everybody have to be provided.效力第二瓶同款的酒之前为点酒者改换新的酒杯.不同款的酒,需求为一切宾客改换酒杯.23. Wine by the Bo

46、ttle 瓶卖葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Colleagues ensure that coffee is always freshly brewed per cup and served with hot milk and cube sugar. Tea is always made from loose tea leaves, poured in front of the guest and served with lemon and hot or cold milk (except

47、for Chinese tea) and cube sugar.确保每杯咖啡都是新颖磨制的,并提供热牛奶和糖块.茶叶状的茶必需在客人面前效力,并提供柠檬,热/冷牛奶(中式茶除外)和糖块.24. Coffee & Tea Service 咖啡及茶水效力规范 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Colleagues to present and introduce all beverages and dishes ordered when serving at the table. In specialty

48、restaurants a more detailed, but short description of the dish should be given.上饮料或食品时要做简单引见,特征餐厅要更细节化,但坚持简单明了.“This is your . Please enjoy.这是您的,请慢用.25. Serving items ordered 效力所点菜式 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.When guests are temporarily leaving the table, the napk

49、in is being refolded in a neat shape and put on the side table. Pull the chair for the guest upon return.假设客人暂时分开座位,折叠好餐巾,客人回来时自动拉椅子.26. Refolding of Napkins 整叠口布 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Beverages should never become empty at the table and a second glass will b

50、e offered or refilled when the drink is full. Empty glasses will be refilled or cleared. Soiled dishes are to be cleared promptly and simultaneously.当杯中的饮料还有1/4时,及时讯问能否要第二杯.空杯子要及时添加饮料或收走.同时撤走用完的盘子.27. Refill and Clearing 补充及清理 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Supplement

51、al orders taken during the course of the meal will be responded to immediately.用餐期间如有追加的点单要及时跟进.“Right away, Sir / Madam.请稍等,先生/女士28. Supplemental Orders 补单 Food & Beverage / Restaurants, Bars & Lounges 餐饮部 / 餐厅, 酒吧, 酒廊.Guests are informed if there is any significant delay. Colleagues will apologize

52、 with a brief explanation and advise the guest on the approximate waiting time.任何点单如需较长时间的等待必需及时告知并给予负疚和适当解释,说清等候时间.“Dear Mr. Smith. Your . will take another 10 minutes. My sincerest apologies for that.李先生,您的还需求10分钟的时间,为此我向您表示真诚的歉意.29. Service Delays 效力延误 Food & Beverage / Restaurants, Bars & Lounge

53、s 餐饮部 / 餐厅, 酒吧, 酒廊.Guest satisfaction of each patron is checked only twice and by one person only each time: 3-4 minutes after the main course and once after the check is presented. The outlet manager himself has to check once as a minimum as well.饮料或主菜效力后的3-4分钟,由经理或主管讯问客人对饮料和食品的称心度.“How is / did you enjoy your lunch, dinner? / How is / was your drink?您用餐愉快吗?30. Guest Satisfaction 客人称心度