《邮轮面试英语》-第七部分 拓展阅读（第一章至第十章）

PartVIIDataBank&FurtherReading第七部分拓展阅读

目录CONTENTS第一章面试评分表ChapterIInterviewScoreSheet第二章面试评估参考ChapterIIFinalEvaluationFeedback

第三章邮轮英语面试高频词汇

ChapterIIICruiseEnglishInterviewHighFrequencyVocabulary第四章常用邮轮相关词汇ChapterIVCommonCruiseRelatedTerms01020304第五章常用餐饮相关词汇ChapterVCommonlyUsedRestaurant-relatedTerms第七章西餐厅服务标准指南ChapterVIIBasicServiceStandardsinWesternRestaurant050607第六章菜单和酒单样例ChapterVIMenuandWineList目录CONTENTS第八章客房知识ChapterVIIIHousekeepingKnowledge第十章客房送餐服务流程ChapterXRoomServiceDeliveryProcedure080910第九章常用酒店客房用品词汇ChapterIXGlossaryofCommonHotelRoomSupplies目录CONTENTS

第一章面试评分表ChapterIInterviewScoreSheet

第二章面试评估参考ChapterIIFinalEvaluationFeedback面试评估参考一面试评估参考二面试评估参考二面试评估参考二面试评估参考三面试评估参考四面试评估参考四面试评估参考四面试评估参考四

第三章邮轮英语面试高频词汇

ChapterIIICruiseEnglishInterview

HighFrequencyVocabulary邮轮英语面试高频词汇1.颜色:red,yellow,blue,orange,green,purple,pink,black,white,gray,brown2.水果:watermelon,strawberry,blueberry,peach,berry,pear,orange,banana,pineapple,grape,apple3.月份:January,February,March,April,May,June,July,August,September,October,November,December4.星期:Sunday,Monday,Tuesday,Wednesday,Thursday,Friday,Saturday5.方位:right,left,up,down,top,bottom,front,back,behind,above,between,inside,outside,east,west,south,north邮轮英语面试高频词汇6.器官:head,forehead,temple,cheek,nose,mouse,lip,throat,tooth,tongue,neck,brain,waist,shoulder,thigh,lung,stomach,elbow,toe,eye,eye-brow,pupil,eyelash,ear,chin,hand,thumb,index-finger,middle-finger,ring-finger,pinkie,palm7.节日:ChristmasEve,Halloween,ThanksgivingDay,Valentine'sDay,AprilFool'sDay,Easter8.个性:cheerful,friendly,humorous,kind,generous,gentle,brave,smart,clever9.时间:9：00,10：15,10：5010.爱好:riding,swimming,diving,shopping,skating,basketball,tabletennis,beachvolleyball,football邮轮英语面试高频词汇11.数字: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,onehundred,onethousand,onehundredandone,tenthousand,onehundredthousand,million,billion,onehundredmillion12.国家:China,America,Japan,Korea,France,Britain,Thailand,Singapore,German,Spain,Canada,Australia,NewZealand,Italy,Russia,Dubai13. 天气:sunny,cloudy,overcast,rain,lightning,snowy,frosty,foggy,hail,windy,typhoon,breeze,dry,wet邮轮英语面试高频词汇邮轮英语面试高频词汇14. 洋、洲:Asia,Europe,South-America,North-America,Africa,PacificOcean,AtlanticOcean,IndiaOcean,ArcticOcean15. 建筑:theStatueofLiberty(NewYork),BigBen(London),EiffelTowel(Paris),SydneyOperaHouse(Sydney),GreatWall(Beijing),WhiteHouse(Washington)16. 饮食:breakfast,lunch,dinner,noodle,rice,salad,bread,coco,beef,tea,snack,juice,sugar,candy,water,coffee17. 衣服:suit,pants,trousers,dress,skirt,T-shirt,shoes,sock,tie,high-heel,jeans,coat,jacket,sweater邮轮英语面试高频词汇第四章常用邮轮相关词汇ChapterIVCommonCruiseRelatedTerms常用邮轮相关词汇一、邮轮各部门名称1. 市场营销部Sales&MarketingDepartment2. 销售部SalesDepartment3. 公关部PublicRelationDepartment4. 预订部ReservationDepartment5. 客务部RoomDivision6. 前厅部FrontOfficeDepartment7. 管家部HousekeepingDepartment8. 餐饮部Food&BeverageDepartment常用邮轮相关词汇常用邮轮相关词汇9. 康乐部RecreationandEntertainmentDepartment10. 工程部EngineeringDepartment11. 保安部SecurityDepartment12. 行政部Rear-ServiceDepartment13. 商场部ShoppingArcade14. 财务部FinancialDepartment15. 人力资源及培训部HumanResource&TrainingDepartment16. 采购部PurchasingDepartment17. 电脑部ElectronicDataProcessingDepartment18. 礼宾部ConciergeDepartment常用邮轮相关词汇常用邮轮相关词汇常用邮轮相关词汇二、邮轮工作人员名称1. 总经理GeneralManager2. 常务副总经理DeputyGeneralManager3. 人力资源开发总监DirectorofHumanResource4. 人事部经理PersonnelManager5. 人事主任PersonnelOfficer6. 培训部经理TrainingManager7. 培训主任TrainingOfficer8. 督导部经理QualityInspector常用邮轮相关词汇常用邮轮相关词汇常用邮轮相关词汇9. 财务总监FinancialController10.财务部经理ChiefAccountant11. 总出纳ChiefCashier12. 成本部经理CostController13. 釆购部经理PurchasingManager14. 釆购部主管PurchasingOfficer15. 电脑部经理EDPManager16. 工程总监ChiefEngineer17. 工程部经理EngineeringManager常用邮轮相关词汇常用邮轮相关词汇常用邮轮相关词汇18. 值班工程师DutyEngineer19. 保安部经理SecurityManager20. 保安部副经理AssistantSecurityManager21. 保安部主任SecurityManager22. 保安员SecurityOfficer23. 商场部经理ShopManager24. 商场营业员ShopAssistant25. 市场营销总监DirectorofSalesandMarketing26.销售部经理DirectorofSales常用邮轮相关词汇常用邮轮相关词汇常用邮轮相关词汇27. 销售经理SalesManager28.销售主任SalesOfficer29. 高级销售代表SeniorSalesExecutive30. 销售代表SalesExecutive31. 宴会销售经理BanquetSalesManager32. 宴会销售主任BanquetSalesOfficer33. 销售部联络主任SalesCoordinator34. 销售中心主任SalesCenterSupervisor35. 资深销售中心预订员SalesCenterSeniorReservationClerk常用邮轮相关词汇常用邮轮相关词汇常用邮轮相关词汇36. 公关部经理PublicRelationManager37. 公关部主任PublicRelationSupervisor38. 公关代表PublicRelationRepresentative39. 宾客关系主任GuestRelationOfficer40. 高级客户经理SeniorAccountManager41. 客户经理AccountManager42. 资深美工SeniorArtist43. 美工Artist44. 礼宾部经理ConciergeManager常用邮轮相关词汇常用邮轮相关词汇常用邮轮相关词汇45. 礼宾主管ConciergeSupervisor46. 行李员Bellboy47. 女礼宾员DoorGirl48. 客房总监DirectorofHousekeeping49. 客房高级主任SeniorSupervisorofHousekeeping50. 客务主任GuestRelationOfficer51. 客房服务员RoomAttendant52. 楼层主管FloorSupervisor53. 楼层领班FloorCaptain常用邮轮相关词汇常用邮轮相关词汇常用邮轮相关词汇54. 前厅部经理FrontOfficeManager55. 前厅部副经理AssistantFrontOfficeManager56. 大堂副理AssistantManager57. 接待主管ChiefConcierge58. 接待员Receptionist59. 车队主管ChiefDriver60.出租车订车员TaxiServiceClerk61. 行政管家ExecutiveHousekeeper62. 行政副管家AssistantExecutiveHousekeeper常用邮轮相关词汇常用邮轮相关词汇常用邮轮相关词汇63. 办公室文员OrderTaker64. 洗衣房经理LaundryManager65. 餐饮总监F&BDirector66. 餐饮部经理F&BManager67. 西餐厅经理WesternRestaurantManager68. 咖啡厅经理CoffeeShopManager69. 餐饮部秘书F&BSecretary70. 领班Captain71. 迎宾员Hostess常用邮轮相关词汇常用邮轮相关词汇常用邮轮相关词汇72. 服务员Waiter/Waitress73. 传菜员BusBoy/BusGirl74. 行政总厨ExecutiveChef75. 总厨HeadChef76. 中厨师长SousChef(ChineseKitchen)77. 西厨师长SousChef(WesternKitchen)78. 冷菜厨师ColdChef常用邮轮相关词汇常用邮轮相关词汇常用邮轮相关词汇79. 西饼主管ChiefBaker80. 调酒师Bartender81.收银员Cashier82. 主管Supervisor83. 备菜员/切配员PrepPerson84. 洗碗工Dishwasher常用邮轮相关词汇常用邮轮相关词汇常用邮轮相关词汇三、邮轮餐饮工作用语1. 早餐breakfast2. 早午餐brunch3. 午餐lunch/luncheon4. 午茶afternoontea5. 正餐dinner6. 晚餐supper7. 点心refreshment8. 自助餐buffet常用邮轮相关词汇常用邮轮相关词汇常用邮轮相关词汇9.自助餐厅self-servicecafeteria10. 家常便饭home-mademeal/homelymeal/potluck11. 便宴informaldinner12. 宴会banquet13. 套菜completedinner14. 中餐Chinesefood15. 西餐westernfood16. 主食staplefood17. 副食subsidiaryfood常用邮轮相关词汇常用邮轮相关词汇常用邮轮相关词汇18. 快餐店snackbar19. 饭店restaurant20. 公共食堂canteen21. 咖啡馆/咖啡店cafe/coffeeshop22. 食谱recipe23. 长方面包loaf24. 甜面包bun25. 土司toast26. 通心粉macaroni常用邮轮相关词汇常用邮轮相关词汇常用邮轮相关词汇27. 燕麦粥oatmeal28. 馒头steamedbun29. 花卷steamedroll30. 烧饼/烙饼griddle四、邮轮酒店工作用语1. 登记checkin5.客房升级upgrade2. 结账checkout6.推广promotion3.找零退款paidout7.包价计划package/packageplan4.退款/打折扣rebate常用邮轮相关词汇常用邮轮相关词汇

第五章常用餐饮相关词汇ChapterVCommonlyUsedRestaurant-relatedTerms常用餐饮相关词汇一、餐具类咖啡壶coffeepot咖啡杯coffeecup茶壶teapot茶具teaset茶盘teatray茶罐caddy碟dish盘plate小碟子saucer饭碗ricebowl筷子chopsticks汤匙soupspoon餐刀knife杯子cup玻璃杯glass马克杯mug常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇二、水果类火龙果pitaya菠萝pineapple西瓜watermelon香蕉banana柚子shaddock橙子orange苹果apple柠檬lemon樱桃cherry桃子peach梨pear椰子coconut草莓strawberry树莓raspberry蓝莓blueberry黑莓blackberry常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇葡萄grape甘蔗sugarcane芒果mango木瓜pawpaw/papaya杏子apricot油桃nectarine柿子persimmon石榴pomegranate榴莲jackfruit槟榔果arecanut猕猴桃kiwifruit金橘cumquat蟠桃flatpeach荔枝litchi青梅greengage山楂果haw水蜜桃honeypeach香瓜muskmelon常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇李子plum杨梅waxberry/redbaybeny桂圆longan沙果crabapple杨桃starfruit枇杷loquat柑橘tangerine莲雾waxapple番石榴guava常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇三、蔬菜类西红柿tomato南瓜pumpkin甜玉米sweetcom生菜lettuce甘蓝cabbage卷心菜cabbage萝卜radish胡萝卜carrot韭菜leek木耳agaric豌豆pea土豆potato黄瓜cucumber苦瓜balsampear秋葵okra洋葱onion常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇芹菜celery地瓜sweetpotato蘑菇mushroom橄榄olive菠菜spinach莲藕lotusroot紫菜laver油菜colerape茄子eggplant香菜caraway/coriander青椒greenpepper四季豆gardenbean银耳silveryfungi竹笋bambooshoot常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇四、肉类猪肉pork猪排porkchop五花肉streakypork肥肉fattymeat瘦肉leanmeat前腿foreleg后腿hindleg猪蹄pettitoes脚爪hock&foot蹄筋sinew软骨gristle牛肉beef小牛肉veal碎牛肉groundbeef牛排steak牛腿肉silverside常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇牛腰肉sirloin羊肉mutton/lamb羊排lambchop羊腿gigot鸡腿drumstick鸭翅膀duckwing腊肉preservedham香肠sausage常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇五、海鲜类鱼丸fishball虾皮driedsmallshrimps海蜇jellyfish蛙oyster三文鱼/鲑鱼salmon鲈鱼weever鳝eel金枪鱼tuna带鱼hairtail海参seacucumber明虾prawn虾仁peeledprawn龙虾lobster小龙虾crawfish扇贝/鲜贝scallop鲍鱼abalone常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇海带kelp蛤clam蛭子razorclam虾籽shrimpeggs鱼子roe凤尾鱼anchovy鱈鱼cod鲳鱼pomfret青鱼herring鲭鱼mackerel旗鱼swordfish沙丁鱼pilchard/sardine海螺whelk牡蛎mussel鸟蛤cockle比目鱼plaice海鳗eel墨鱼cuttlefish蟹肉crabmeat常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇六、调料类蒜garlic姜ginger盐salt糖sugar红糖brownsugar白砂糖whitesugar冰糖rocksugar醋vinegar酱油soysauce料酒cookingwine茴香anise肉桂cinnamon咖哩curry麦芽糖maltose白胡椒whitepepper黑胡椒blackpepper常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇花椒Chineseredpepper味噌miso鱼子酱caviar沙茶酱barbequesauce番茄酱tomatosauce/ketchup韩国烤肉酱Koreanbarbecuesauce蛋黄酱mayonnaise芥末mustard黄油butter辣椒油chilioil花生油peanutoil橄榄油oliveoil鱼露fishsauce蛙油oystersauce薄荷mint迷迭香rosemary常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇七、主食类三明治sandwich米饭rice粥congee饺子dumpling面条noodle比萨饼pizza方便面instantnoodle面包bread汉堡hamburger小麦wheat常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇大麦barley青裸highlandbarley高粱broomcorn春卷springrolls馅饼pie糙米brownrice玉米corn燕麦oat甘薯sweetpotato糯米stickyrice常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇八、干果类腰果cashewnut花生peanut无花果fig榛子filberthazel栗子chestnut核桃walnut杏仁almond果脯preservedfruit葡萄干raisin开心果pistachio巴西果Brazilnut菱角waterchestnut常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇九、酒水类红葡萄酒redwine白葡萄酒whitewine白兰地brandy葡萄酒wine苏打水sodawater汤力水tonicwater果汁juice啤酒beer酸奶yoghurt伏特加酒vodka鸡尾酒cocktail豆浆soybeanmilk七喜7-UP汉斯啤酒Hansbeer浓缩果汁concentratedjuice冰镇啤酒iced(chilled)beer常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇札幌（日本啤酒）Sapporo爱尔啤酒alebeer班图酒Bantubeer雪利酒sherry日本粗茶bancha生啤酒draftbeer白啤酒whitebeer苏格兰大麦酒bariey-bree番茄汁tomatojuice橙汁orangejuice椰子汁coconutmilk可口可乐coca-cola(coke)红茶blacktea茉莉花茶jasminetea茶包teabag柠檬茶lemontea常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇冬瓜茶whitegourdtea蜂蜜honey人工色素artificialcolor冰水icewater矿泉水mineralwater炼乳、炼奶condensedmilk可可cocoa咖啡coffee黑咖啡blackcoffee阿华田Ovaltine奶昔milkshake常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇十、零食类薄荷糖mint脆饼干cracker饼干cookies蛋糕cake棒棒糖bonbon锅巴ricecrust瓜子melonseed冰棒icesucker巧克力豆chocolatebean常用餐饮相关词汇常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇十一、西餐类法国菜Frenchcuisine今日特餐today'sspecial主厨特餐chef'sspecial自助餐buffet快餐fastfood招牌菜specialty开胃酒aperitif炸薯条Frenchfries/chips烘马铃薯bakedpotato马铃薯泥mashedpotato熏肉bacon荷包蛋poachedegg煎一面荷包蛋sunnysideup炒蛋scrambledeggs常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇煎全熟蛋overhard煎蛋friedegg煎半熟蛋overeasy常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇十二、甜点类布丁pudding慕斯mousse泡芙puff苹果蛋奶酥applesouffle贝果bagle松饼puffpastry玛芬muffin蛋奶冻custard手指饼ladyfinger苹果馅饼applepie提拉米苏tiramisu蛋挞eggtart长崎蛋糕Castellacake史多伦蛋糕Stollencake常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇海绵蛋糕Spongecake瑞士卷Swissroll黑森林蛋糕blackforestcake布朗尼Brownies拿破仑蛋糕Napoleoncake蝴蝶酥butterflycracker大理石奶酪蛋糕marblecheesecake常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇常用餐饮相关词汇牛奶巧克力多纳圈milkchocolatedonuts巧克力曲奇chocolatecookies蓝莓奶酪蛋糕blueberrycheesecake巧克力慕斯chocolatemousse马卡龙macaron冰淇淋icecream圣代冰淇淋sundae常用餐饮相关词汇常用邮轮相关词汇常用餐饮相关词汇

第六章菜单和酒单样例ChapterVI

MenuandWineList菜单和酒单样例BASILFromtheGreekwordbasileus,whichmeans“king”,basilisrightlycrownedthe“kingofherbs”.“Enjoy”itssweetlypungentflavorprofileintheaioliservedwithourcelebratedcrabcakes.It'sthefreshandaromatictastethatmakesbasilapopular,heavilycultivatedherbfromEuropetoSouthAmericatoAsiaandbeyond—anintegralpartofthemenuforeachofthesixcontinentswesail.Chef'sinspirationAthree-coursedinnersuggestion常用餐饮相关词汇常用邮轮相关词汇菜单和酒单样例STARTERSCARBCAKEMeatycrabcake,cornandpeppersandsnowpeasslawwithbasilaioliORCHILLEDHONEYDEWMELONSOUPSplashofMidoriliqueurandstrawberrysalsa菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇菜单和酒单样例MAINCOURSEORECCHIETTEPASTAShortribraguwithshreddedParmesancheeseDESSERTJAFFACAKEDarkchocolateandorangewithamaretto-lemonspongecake菜单和酒单样例菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇菜单和酒单样例Winedayofthesave20%offNowyoucanenjoyspeciallyselectedvarietals,handpickedfromthewinelistbyoursommelier,thatwilltantalizeyourpalateandawakenthesensesinauniqueandinterestingway.Orderaglassorbottletonightandenjoytheevening.WINDJAMMERCAFÉTheWindjammerCaféservesflavorful,freshlypreparedfarethroughouttheday.Enjoyfreshfruitandbakedgoods,soups,salads,sandwichesandmore.Beyondbreakfastandlunch,theWindjammerisagreatoptionfordinneronthenightwhenyoumaywanttospendalittlemoretimeatthepoolorjustrelaxoveraninformalmeal.菜单和酒单样例菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇菜单和酒单样例STARTERSFRUITMEDLEYPineapple,papaya,mango,kiwiStrawberry,coconutandpistachioyogurtCRABCAKEMeatycrabcake,cornandpeppersandsnowpeasslawwithbasilaioliSMOKEDDUCKBREASTOrangeandfennelsaladwithCointreau-citrusdressing菜单和酒单样例菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇菜单和酒单样例CREAMOFMUSHROOMMushroom,cream,cheeseandchivesFISHANDTOMATOCHOWDERSpicedrockfishandvegetablesCHILLEDHONEYDEWMELONSOUPSplashofMidoriliqueurandstrawberrysaladARUGULAANDBOSCPEARSALADWalnuts,crumbledbluecheeseandCabernetdressing菜单和酒单样例菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇菜单和酒单样例SIMPLEANDCLASSICCAESARSALADCrispromainelettuce,shavedParmesancheeseandheibedcroutonsMAINCOURSEORECCHIETTEPASTAShortribraguwithshreddedParmesancheeseGREEKVEGETARIANMOUSSAKAChunkytomatoes,onions,fetacheeseandoreganosalsa菜单和酒单样例菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇菜单和酒单样例CHICKENCORDONBLEUHarm-andcheese-filledbreadedchicken,rice-peasPilaf,seasonalvegetablesandlingonbenyrelishCILANTRO-CRUSTEDCODLOINVegetablejasminerice,Cognacscentedcorn-cuiryLobstersauceBRAISEDBEERDUOSquarerib,flanksteak,Carolinayellowstonegrits,redwine-beersauce菜单和酒单样例菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇菜单和酒单样例ARUGULAANDBOSCPEARSALADWalnuts,friedCamembertandcranberrydressingCLASSICSLINGUINEPOMODOROFragranttomato,onionandgarlicsaucetossedwithaldentepastaPREMIUMANGUSBEEFSLIDERSOnatomatobriochewithsteakfriesandtarragonaioli菜单和酒单样例菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇菜单和酒单样例BROILEDFILLETOFATLANTICSALMONServedwithchef'schoiceofvegetablesMARINATEDGRILLEDCHICKENBREASTNaturaljusandassortedvegetablesAGEDHAND-CUTMANHATTANStripsteakGrilledtoorderandservedwithgarlic-hertbbutterandseasonalvegetables菜单和酒单样例菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇菜单和酒单样例菜单和酒单样例菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇菜单和酒单样例

第七章西餐厅服务标准指南ChapterVII

BasicServiceStandards

inWesternRestaurant西餐厅服务标准指南BasicServiceStandardsAlwaysbeengagedConnectwiththeguestsMakeeyecontactwithin10feetoftheguest.Smile—maketheguestfeelwelcomeandcomfortable.Alwaysusetheappropriategreeting:“Goodmorning.”“Goodafternoon.”“Goodevening.”Wheneverrespondingtoaguest'srequestorwhenaguestsays“Thanks.",respondwiththeappropriatephrase,suchas“Mypleasure.““You’reverywelcome.”or“I’llbehappyto!”Helpguestsfindtheirway.Directthemtoortakethemwheretheywanttogo.Don’tpoint!菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇西餐厅服务标准指南西餐厅服务标准指南Closeeachinteractionwiththeappropriategreeting,forexample,“Enjoyyourmeal.”“Thankyouforvisitingtherestaurant.”or“Enjoytherestofyourday.”.Alwaysusetheguests’nameIfyouknowtheguests'name,useit—itshowsyourememberthem.It’simportanttomaketheguestsfeelthemselvesimportant.Everytimeyouseetheirseapasscardsyouknowtheirnames,souseit.MindyourbodylanguageBodylanguagesaysalotaboutyou一makesureit’sgood!Alwaysstand(orsit)upstraight.西餐厅服务标准指南菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇西餐厅服务标准指南西餐厅服务标准指南Don’tputyourhandsinyourpockets.Don’tleanagainstthings—thiscreatesapoorperception.Don’tcrossyourarms.OwntheproblemEveryproblemisanopportunitytoamazetheguests.Keepyoureyesandearsopen.Ifaguestlooksunhappy,findoutwhy.Don’twaitforthemtocometoyou!Maketheproblemtobesolved,owntheproblem!Evenifit'snotinyourdepartment.西餐厅服务标准指南菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇西餐厅服务标准指南西餐厅服务标准指南Use“I”statementslike“Allowmetotakecareofthat.”or“I’lllookintothatforyou.”Lettheguestsknowwhentoexpectresolution.Followupwithotherdepartments(ifnecessary),andthenlettheguestsknowoftheactiontaken.Youweretheirfirstcontactandshouldbetheirlast.Ifyou'rehelpingoneguestandanotherapproachesyou,makeeyecontactwiththeguestwhoiswaiting.Letthatguestknowyou’llbewiththemshortly.Followupwiththegueststomakesuretheproblemhasbeenresolved.Thiscanbedonebylocatingtheminthediningroomorcallingtheircabin.西餐厅服务标准指南菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇西餐厅服务标准指南西餐厅服务标准指南VowtoWOWVowtoWOW:brandwideinitiativetoputeverycustomerfirst.“VowtoWOW”theguestswitheveryinteraction!Attheendofthecruise,theguestswillrememberhowyoumadethemfeel!VowtoWOW:empoweringeachcrewmembertomakedecisionsortakecorrectiveactionthatbenefitstheguest.Theguests...theirneedsfirst?Forexample,iftheguestwantstocomeintotherestaurant10minutesbeforethevenueopens.Youasacrewmemberhavethepowertosayyes.Iftheguestswantspecialcocktailfromadifferentvenueyouhavethepowertogetthat.西餐厅服务标准指南菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇西餐厅服务标准指南西餐厅服务标准指南Anticipatetheguests'needsIftheguestshavetoaskforservice,it，salreadytoolate：Goldenrule,neverassume.Beattentivetoguests’needs.Payspecialattentiontoallitemsthatneedreplenishment.Restaurantstaffshouldworkasateamandassisteachothertoensurealltheguests，needsarecateredto.Alwaysservethekidsfirst,allowingtheadultstoenjoytheirmealatleisure.Checkthegueststoensuretheyaresatisfiedwiththefoodandserviceprovided.Becarefulnottodisturbtheguests.西餐厅服务标准指南菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇西餐厅服务标准指南Anticipatetheguests’needsandprovideservicebeforetheyhavetoaskforit.Beattentivebutnottothepointwhenyouannoytheguests.ZealousapproachtoserviceLookforwaystogoaboveandbeyond：Findwaystomaketheguests'diningexperiencememorable.Eyefordetails,likeextraattentiontokids,goalongwayinmakingtheguests'diningexperienceunforgettable.Beattentivetoandassisttheguestswithphysicalchallenges.Thinkoutofthebox,goaboveandbeyondtoanticipateandfulfilltheguests'needs,evenwhennotpertainingtorestaurantservice.西餐厅服务标准指南菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇西餐厅服务标准指南西餐厅服务标准指南Alwaysaimatexceedingtheguests’expectations.GroomingandappearanceHairshouldbenicelygroomedandtrimmedincludingfacialhair(ifany).Noearringsabovetheearlobe,intheeyebrow,lip,tongue,nose,orothervisiblearea.Shirtshouldbethecorrectsizeandtieshouldbenicelyadjustedtothesizeofthecollar.Sleevesshouldbeofthecorrectlengthaswell.CottonT-shirt(nottanktop!)shouldbewornunderneaththeshirttoensureabsorptionofeventualperspiration.Pantsshouldbepressed,atthecorrectlengthandclean.Apronshouldbepressedandclean.西餐厅服务标准指南菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇西餐厅服务标准指南西餐厅服务标准指南Mise-en-sceneTheterm“mise-en-scene”isusedforhavingthe“scene”readyforguests.Lighting,music,ambience,cleanlinessandotherfactorswhichinfluencetheguests'diningexperience.AllstaffincludingtheAMDR/deckmanager,headwaiters,waitersandassistantwaitersshouldbeawareofthesurroundingsthatcouldinfluencetheguests'diningexperience.Venueshouldbeimmaculatelyclean.Thisincludesfloor,windows,tablebasesandchairsaswellasotherareaswhichareinguestview.Menuaswellaswinelistdisplayedoutsidevenuecorrectlywithapotentialtoattractguests.Entranceiscleanandcreatesaninvitingfeelingtoaguest.西餐厅服务标准指南菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇西餐厅服务标准指南西餐厅服务标准指南Ensureallequipmentandtoolsrequiredtorserviceareimmaculatelycleanandavailable.Lightingandmusictobeatanappropriatelevelassoonasstaffchecksin.Setappropriatelylightsandmusicfordinnerwhenthedooropensup.Shouldtherestaurantgetbusierthroughouttheevening,themusiclevelshouldbeadjustedasneeded.TheA/Cshouldbesetappropriatelyasperitineraryandasperdesiredtemperatureoftheroom.Itisalsodependingonthelevelofbusinessinthevenue.Sightlinesshouldbefreeandclearofanydebristhroughoutthedayandespeciallythroughouttheservice.(Silverrackets,glassrackets,cardboardboxes,etc.)西餐厅服务标准指南菜单和酒单样例常用餐饮相关词汇常用邮轮相关词汇西餐厅服务标准指南西餐厅服务标准指南Mise-en-placeTheterm“mise-en-place”(literally“putin