中餐资料ppt.ppt

1、HOW TOS GENERIC BREAKDOWN,How To 服务方法 Outlet: * All 部门： * 所有 Task #1: Greet guests 第一章： 迎宾 Core Standard: 核心标准 The hostess will actively greet guests, smile, establish eye contact and speak clearly in a friendly manner 迎宾员须愉快的向客人致意，面带微笑，口齿清晰，举止友好大方 Guests will be greeted within 30 seconds of arrivin

2、g at the restaurant, and may be asked their name preferably during seating unless a reservations is indicated 确保客人到店后30秒内提供服务。领位期间询问客人姓名及是否已订台 Date: 2010-11-26 Approved by: F giving large selection to guest, as well as increase average check for us. 软饮料是餐饮部提供饮料的一个重要的组成部分。它适合于任何年龄层，特别是为不喝含酒精饮料的客人提供了更

3、多的选择空间，同时也可以提高餐饮部整体收入水平。,Check cleanliness and ensure right type of glassware. 保证玻璃杯清洁和使用正确 Check accompaniments (coaster, straw). 检查提供附属物（如吸管） Check special requirement. (Ice, slice of fruit) 检查特殊的需要（如冰块，水果片） Check drinks and table number with order slip. 检查饮料数量是否与订单相同 Put drinks and accompaniments

4、 on a well cleaned and polished beverage service tray. 把饮料和伴随物放于干净亮洁的酒水托盘中,Carry the tray by left hand. 左手拿托盘 Speak clearly and politely when approaching the table: “Good morning/afternoon/evening, Mr. Miller, may I serve you drinks?” 当上台服务时讲话清晰 “早上/下午/晚上好，米勒先生，这是您的饮料” Serving from right side of gue

5、st according to the seat number. 根据座位号依次从右边对客人进行服务 Lady first, then gentlemen, host last, with clockwise order. 女士优先，然后是男士，主任最后一次顺时针旋转 Put a coaster on the table at right up side of placemat. 先将杯垫摆在桌子的右上方，店标朝上、在客人的最正面,Put the highball glass on the coaster. 先将杯垫整齐摆放在桌子上才放海波杯 Get the confirmation abou

6、t the drinks from guest. 跟客人确认饮料 If not right, taking correct order and go back to the bar and get correct drinks for guest immediately. 如出现出品有错误时，应马上到吧台更换准确无误的饮料给客人 If yes, quietly open and slowly pour the drinks for guest. (Fill up to of the glass) 如没有错误，侧身轻轻的开启饮料为客人斟上，分量为八分满 If the bottle has bee

7、n empty, then take it away after getting guests consent. 杯子空了需撤走时应征求客人的同意,If there are still some drinks left in the bottle, leave the bottle on the table. 如瓶里还有酒水和饮料时，一定要留下瓶子在客人桌上 Make sure of the label face the guest. 任何 时候商标对着客人服务 If there is any dirty glass on the table, collect them on the tray

8、. 如果有脏杯子在桌上，把它们拣到托盘里 Enquire any further needs. 时刻留意客人的需要并提供服务 Say, enjoy your drinks. Then leaving the table. 说完“请慢用”后离开桌子,Never serve flat soft drinks to guest! 不要为客人提供已经漏气的饮料！,How To 服务方法 Outlet: * All 部门： * 所有 Task #18: How to serve juice 第十八章： 如何服务果汁 Core Standard: N/A 核心标准 Date: 2010-11-26 App

9、roved by: F it is also a part of integral high quality beverage operation. 在用餐时提供果汁也是很重要的，例如早餐、下午茶。对于那些不喝含酒精饮料的客人，提供果汁也是高品质的饮料服务的其中之一。,Check cleanliness and correct type of glassware. 检查并确定玻璃杯子的干净无破损 Check accompaniments (coaster, straw, decoration). 检查相配套的服务器具、例如杯垫、吸管、装饰物 Check special requirements

10、 with order slip. (Ice, slice of fruits etc.) 检查特别要求的如、冰块、或者是水果片 等 Put drinks and accompaniments on a well cleaned and polished beverage service tray. 将饮料及装饰物、备用品、洁净的饮料杯整齐的摆放在托盘里 Checking drinks and table number with order slip. 检查饮料数量是否与订单相同,Carry the tray by left hand. 左手拿托盘 When approaching the t

11、able speak clearly and politely: “Good morning/afternoon/evening, Mr. Miller, your drinks please. 将饮料送到客人的桌边时，习惯的使用礼貌用语如；早上好/下午好/晚上好/米勒先生，您的xx饮料，请慢用 Serving from right side of guest according to the seat number. 根据座位号依次从右边对客人进行服务 Lady first, then gentleman, host last, on clockwise order. 女士优先，然后是男士，

12、主人最后依次顺时针旋转 Put a coaster on the table at right up side of placemat firstly. 先将杯垫摆在桌子的右上方，店标朝上、在客人的最正面,Put the drinks on the coaster. 将饮料摆放在杯垫上 State the name of drinks. (Sir/madam, fresh orange juice.) 当我们服务饮料同时要向客人说明品名 “小姐 您的橙汁” Get the confirmation about the drinks from guest. 跟客人确认饮料 If not righ

13、t, taking correct order and go back to the bar and get correct drinks for guest immediately. 如出现出品错误时，应及时到酒吧人更换并马上提供给客人 If yes, turn to next guest. 接着顺时针服务下一位宾客 If there is any dirty glass on the table, collect them on the tray. 用托盘及时收走桌上的脏杯子,Enquire any further needs. 询问客人是否还需添加饮料 Say, enjoy your d

14、rinks. Then leaving the table. 说完“请慢用”后离开桌子 Make sure of the juice is fresh and well shaken! 确信饮料新鲜没有变质,How To 服务方法 Outlet: * All 部门： * 所有 Task #19: How to serve Martini 第十九章： 如何服务马天尼酒 Core Standard: N/A 核心标准 Date: 2010-11-26 Approved by: F a just-in-time and standardized clearing will enhance pleas

15、ant consuming experience to guest. 餐后及时高效 收台是餐饮服务非常重要的服务程序之一，可持续提供给客人一个令人愉快的用餐体验。,Wait until all guests have finished their food at the table, or otherwise on guest request. 等到所有的宾客用餐完或者在客人请求下收拾桌面干净 Clear main plate first by stacking plates. (Maximum four plates) 先从大件的餐盘撤起 Taking first plate by righ

16、t hand, and passes it to left hand, holding it with forefinger, middle finger and ring finger of left hand. 先用右手将盘子撤下在转的左手，如盘子过重则双手托起 Take second plate by right hand, and pass it to left hand, support it by wrist, thumb and little finger of left hand. 第二次收起盘子转到左手上累积起来，左手拇指控制好盘子 Brush remains to the

17、first plate by a pair of used fork and knife. 将盘子里的剩下的食品倒到第一个盘子里,Do not face guest and make noise when doing that. 收拾剩下的菜屑时，一定不能在客人的面前操作 Stacking third plate on second one. 继续收取第三个盘子累叠在第二个盘子上 Hold 4th plate with right hand. 用右手继续收取第四个盘子 Walk quickly but not frantic, proceed to pot wash area 快步收到洗碗间，

18、避免跑步走路 Scrap left over food into garbage bin 将剩下的食品渣到到指定的垃圾桶,Put soiled plate on washing counter. 将脏的餐盘整齐安全的摆放在洗碗间台上 Place dirty cutlery in the basket. 将餐具分类放在洗餐具篮子里 Using a beverage service tray to collect small chinaware, such as side plate, sauce jar etc. 使用服务托盘撤走小的瓷器、餐具 、 如小的碟子等 Repeat steps fro

19、m 9 to 12. 参照第九-12条 Using a crumb to crumb down the table. Carefully without touching guest. 使用面包刷子清扫桌子上的面包屑，注意不要弄到客人身上,If possible, do it when collecting small chinaware. 特别的情况下，不要撤急着撤小的餐具 If not, do it after collecting small chinaware. 要不然随后在收拾小的餐具 Enquire any further need. 询问客人还有任何的需要 Never carry

20、 more than 4 plates! Never make excessive noise! 收拾餐盘时不要超过四个，避免在餐厅产生噪音！,How To 服务方法 Outlet: * All 部门： * 所有 Task # 28: How to present bill 第二十八章： 买单 Core Standard: 核心标准 Bill will be presented upon request, payment collected within 2 minutes of guests settling the check 一定要在客人提出买单后的2分钟之内将账单递交给客人， Date

21、: 2010-11-26 Approved by: F we should always control the guest behavior in the restaurant. 所有部门要保持一种平静高雅，整洁舒服的气氛里。我们要帮助客人控制他们的行为。 Approaching the unruly children with smiling 微笑的走近喧闹的孩子 Band down or knee one leg down. Keep same level face to the children. 单膝弯曲，以孩子面对面 Friendly speak to the children:

22、友好的对孩子说： “Handsome boy/pretty girl, can I do some thing for you? “可爱的小朋友，有什么东西我可以帮你吗？” “How about.” “不如.”,Offer small plaything to the children. 引导孩子正确的玩耍 Always keep friendly and kindly attitude to children. 对待孩子的态度友好温柔 Treat children with the adult attitude! 要像对待大人一样对待他们！,How To 服务方法 Outlet: * All

23、 部门： * 所有 Task#37: How to handle intoxicated patrons 第三十七章： 如何控制醉酒客人 Core Standard: N/A 核心标准：N/A Date: 2010-11-26 Approved by: F P.2) 上汤：以右手端汤走近客人，将汤放在桌上。 Take out the soup cover from the soup. 揭开盖子 Stand at the right side of the guest and say: Excuse me, sir/madam. Mention the name of dish. 站在客人右边说

24、：“打扰一下先生/女士”报菜名。 Check the necessary accompaniments or condiments of each dish. 检察每个菜品必要的附料和调味品 Guarantee the temperature to the soup 保证汤的温度,How to 服务方法 Outlet: * Chinese Restaurant 部门： * 中餐厅 Task #51: How to Service Hot Towel 第五十一章： 如何服务热毛巾 Core Standard: N /A 核心标准：N/A 1，Face towel clean. Not oil m

25、arks. Towel is warm. Towel is tide. 毛 巾一定要干净,没有油渍.毛巾要热,毛巾是湿的 Date: 2010-11-26 Approved by: F&B 修订：餐饮总监,1. According guest amount, use the tray service to guest. 根据客人人数用托盘给客人送上 2. Take the towel trays from the side station 从边柜拿毛巾托 3. Take out towels from the warmer. 从保暖机内取出热毛巾。 4. Standing left side

26、of the guest. 站在客人左侧 5. Put the towel to the left hand side of guest with the smile. 微笑着把毛巾从客人左手边送上 6 . This time must say Please Sir/Madam to guest. 这时应说“先生/女士请”,Prepare the hot or cold face towel according to the weather 根据天气情况准备冷或热毛巾！,How To 服务方法 Outlet: * Chinese Restaurant 部门： * 中餐厅 Task #52: H

27、ow to change a dish to the guest 第五十二章： 如何更换骨碟 Core Standard: N/A 核心标准： Date: 2010-11-26 Approved by: F&B 修订：餐饮总监,For every course, we will present a new and clean dish to the guests. 在服务每一道菜之前，都应该为客人更换一个新的干净骨碟。 Put the dish with next course on the tray 用托盘准备干净的骨碟。 Approaching to the guest by the ri

28、ght hand side closed fingers together, stop front of guest few second (2-3 second) and asked as “May I change the next course for you?” 用右手向客人示意为其更换骨碟，应手指紧闭，停留2-3秒，礼貌的询问客人：“请问我能为您更换菜品吗?” Take a way the dish put it on the other side of the tray dont touch the food that still on the dish 将换下的骨碟放在托盘的另一端，手指不要碰到盘里的食物。,Dont take away the dish when the guest still eating! 当客人还在用餐时，禁止撤菜！,How To 服务方法 Outlet: * Chinese Restaurant 部门： * 中餐厅 Task #53: How