Parkyard Hotel Food & Beverage

Department Training & Development Plan
\部门培训发展计划
Department/部门: F&B Trainer PERIOD 期间: April- Sept., 2013

Preparation of the Training and Development Plan 准备制定培训发展计划

计划同样必须包含评估的具体时间。 1. The plan is prepared for monthly basis. 本计划每月制定。 2. The plan has to be prepared according to the needs analysis, which was prepared in advance, taking into consideration all factors that can have an effect on the development activities. 该计划根据先行完成的需求分析而制定,并考虑所有会对发展活动产生影响的因素。 3. The plan must contain the specific development objectives, which must be written using the ”SMART” formula (S=specific, M=measurable, A=achievable, T=time bound). 该计划必须包含各发展活动的具体目标并“SMART”格式进行描述。 4. The development methods must be identified, i.e.: on-job training, off-job training, course, action learning, demonstration,Role Play etc. 需列明发展方式,如:岗位培训,脱产培训,学业、示范、任务分配、辅导谈话, 角色扮演 等。 5. The name of the participants, the name of the trainer / organizer, and the date of the development must be written into the plan. 计划中必须写明发展对象、发展活动组织者和培训师的姓名及每项发展活动的日期。 6. In the evaluation method we must define a criteria through which we can measure the success of the development. The method of the evaluation can be a written test, verbal check or quantifiable measurement, Role Play criteria like revenue increase, Heartbeat increase, etc. 在评估方式栏中必须注明评估发展活动是否成功的标准。方式可为书面测试、口头检查, 角色扮演或如营收增长、顾客满意度提高等量化指标。 7. The plan also must contain specific time frames for evaluation of the learning. 1. Purpose of Training Program: Objectives:  To enhance the trainee’s skills in Food & Beverage Service  To increase the trainee’s knowledge in F & B operation.  To increase the trainee’s understanding of all elements of the hospitality industry.

 

To increase the trainee’s familiarity with Parkyard Hotel culture and values, as it relates to hotel operations. To give the trainee additional tools in his/her field which can be applied upon return to School..

By the conclusion of the training, the trainee will have learned skills related to: Business communication  Food and Beverage Service in General  Restaurant Service  Room Service  Banquet Service  Patisserie Operation Non-Specialty Trainees:  2 years previous training, course work or experience in hotels. Specialty Trainees:  Completion of an academic degree or recognized professional certificate, generally of 4 years duration, in the field of hotel management or tourism. All Trainees  Adequate English proficiency to participate effectively in professional and social interactions.  Experience using various computer software programs as might be needed in trainee’s specific assignments.  Personal maturity to undertake the challenges of cross-cultural adaptation as evidenced by such characteristics as curiosity, flexibility, positive interpersonal communication skills and a genuine interest in living and training respectfully with members of a foreign culture.

2. Primary Learning Objectives: By the end of the training, the participant will have gained the following skills:  Increased understanding of the core concepts of the hospitality industry, customer service, food and beverage service operations.  Exposure to and experience with computer programs used in the hospitality industry.  Exposure to different product delivery models.  Understanding of management philosophy.  Increased understanding of the day to day operations of F & B Department ( Restaurant, Room Service, Banquet, Lobby Lounge and Parkyard Station )

3. TRAINING: Training will be defined as an individual’s observation and participation in given tasks demonstrated by an experienced worker for the purpose of acquiring knowledge and understanding of such tasks. Training takes place under controlled circumstances because it is necessary for the Trainee to gain understanding of critical components of the industry.

4. Training Schedule: Introduction to the F & B Operation

-2-

The objective of this first phase of training is to introduce the Trainee to the core basics of the operations of F & B department. Skills to be acquired in this phase: 1. Effective Communication 2. Administrative Effectiveness 3. Ability to deliver good service to hotel guest 4. Knowledge in F &B service operations Activities to acquire these skills 1. New Associate Orientation 2. Introduction to the key staff members. 3. Introductory meetings with department heads of Sales, Food and Beverage, Front Office, Housekeeping and Maintenance. 4. Study of the host company policies and procedures. Learning resources provided by the supervisor. 5. Review of strategic plan and material related to field. Food and Beverage Operations Training: Delivering the highest quality product 1-3 months

The objective of this phase is to expose trainee to quality food and beverage operations, including service, presentation and maintaining an efficient and customer oriented service sector. While the trainee will be training in the restaurant, room service, lounge and banquets in this phase, it is important that each function served be part of the training process. Skills to be acquired in this phase: 1. Improved understanding of food and beverage service industry. 2. Planning and implementation skills related to food safety 3. Food handling and hygiene 4. Customer service skills for front line staff. 5. Understand the Service stand in all areas in the F& B department.. Activities to acquire these skills:  Proper set-up of banquet room and as instructed by Banquet Supervisor to include linen, silverware and glassware.  Learn function procedures including guest and hotel experience by attending roll call before the event.  Training in proper greeting to guest and responding to requests in a friendly and courteous manner.  Training in proper food serving and/or beverage serving in the order and to the expectation of the F & B Supervisor to ensure consistency throughout and Restaurant operations and the banquet event  Training in the Food Safety, food handling and hygiene.  Training in proper banquet room set up and break down, Western and Chinese Service and other different kinds of Service in Banqueting.  Training in Restaurant, in room dining Service standard and Sequence of Service.  Learn proper food handling techniques, including acceptable temperature standards and food hygiene standards.  Learn to develop good Customer Service, public relation, proper communication, right work attitude, teamwork, up selling skills, grooming standard, personal hygiene and full knowledge in the F & B -3-

department. Training & Development Activity 培训发展活动
Activity 发展活动 Objective 发展目标 Method 发展方式 Target Audienc e 参加者 Organizer/Traine r 组织者/培训师 Date/Tim e 时间

Evaluation 评估
Method 评估方 式 Verbal Check Date 评估日 期

Orientation

OBLIGATO RY

off-job training

Hotel Organization

OBLIGATO RY

off-job training

Grooming & Personal Hygiene

OBLIGATO RY

off-job training

FB Ethics / Conduct and Attitude

OBLIGATO RY

off-job training

Importance Guest

of

OBLIGATO RY

off-job training

Welcome Greet Guest

&

OBLIGATO RY

off-job training

Service Equipments Descriptions

OBLIGATO RY

off-job training

Table Set up and Lay out

OBLIGATO RY

off-job training

Different Kinds of Service

OBLIGATO RY

off-job training

General Service Rules

OBLIGATO RY

off-job training

Do’s & Dont’s

OBLIGATO RY OBLIGATO RY

off-job training off-job training

Restaurant Sequence

All New Trainee s All new Trainee s All New Trainee s All New Trainee s All New Trainee s All New Trainee s All New Trainee s All New Trainee s All New Trainee s All New Trainee s All New Trainee s All

Macky

TBA

Macky

TBA

Verbal Check

Macky

TBA

Verbal Check

Macky

TBA

Verbal Check

Macky

TBA

Verbal Check

Macky

TBA

Verbal Check

Macky

TBA

Verbal Check

Macky

TBA

Verbal Check

Macky

TBA

Verbal Check

Macky

TBA

Verbal Check

Macky

TBA

Verbal Check Verbal Check

of

Macky

TBA

-4-

Service Taking Restaurant Reservation How Order to take OBLIGATO RY OBLIGATO RY OBLIGATO RY OBLIGATO RY OBLIGATO RY OBLIGATO RY OBLIGATO RY OBLIGATO RY OBLIGATO RY OBLIGATO RY OBLIGATO RY OBLIGATO RY OBLIGATO RY off-job training off-job training off-job training off-job training off-job training off-job training off-job training off-job training off-job training off-job training off-job training off-job training off-job training

All All All All All All

Macky Macky Macky Macky Macky Macky

TBA TBA TBA TBA TBA TBA TBA TBA TBA TBA TBA TBA TBA

Verbal Check Verbal Check Verbal Check Verbal Check Verbal Check Verbal Check Verbal Check Verbal Check Verbal Check Verbal Check Verbal Check Verbal Check Verbal Check

Menu Knowledge How to Drinks Serve

Hostess Role and Job Descriptions How to Open Wines and Champagne How to Reservation Telephone Courtesy Upselling Skills Handling guest complaints Room Service Standard Banquet Service F & B All SOP take

All All All All All All All

Macky Macky Macky Macky Macky Macky Macky

Activity 发展活动 Supervisory Training Supervisor/ Team Leaders Train the Trainer Leadership Skills Staff Management Staff Motivation Team Building Basic Supervisory Development Advance Supervisory

Objective 发展目标

Method 发展方式

Target Audienc e 参加者

Organizer/Traine r 组织者/培训师

Date/Tim e 时间

Method 评估方 式

Date 评估日 期

OBLIGATO RY OBLIGATO RY OBLIGATO RY OBLIGATO RY OBLIGATO RY OBLIGATO RY OBLIGATO RY

off-job training off-job training off-job training off-job training off-job training off-job training off-job training

5 5 5 5 5 5 5 -5-

Macky Macky Macky Macky Macky Macky Macky

TBA TBA TBA TBA TBA TBA TBA

Verbal Check Verbal Check Verbal Check Verbal Check Verbal Check Verbal Check Verbal Check

Development Management Skills Staff Incentive Program Customer Service OBLIGATO RY OBLIGATO RY OBLIGATO RY off-job training off-job training off-job training

5 5 5

Macky Macky Macky

TBA TBA TBA

Verbal Check Verbal Check Verbal Check

Food & Beverage Operation Manual
食品飲料操作手冊 Introduction
介 绍 Food and Beverage is a hugely diversified Department that has to cater to guests varied needs in a polite, friendly and professional manner while at the same time striving for optimum profitability. 餐饮部是一个大部门,它要在同一时间迎合客人在礼貌、友好、专业态度上的不同要求。同时追求最佳的效 益。 As the public becomes more knowledgeable the demand upon the Food and Beverage Department to satisfy their needs becomes a greater challenge. To meet this challenge we need to provide our guests with a quality of service and product that is second to none. 当相关政策被人们所广泛熟悉的同时,餐饮部在满足客人的需求方面遇到的极大的挑战。为了迎接挑战,我 们唯一能做的就是给我们的客人提供高质量的服务和产品。 To achieve this the Food and Beverage Department needs to set standards for quality of service and product. 为了实现这一目标,餐饮部制定了一系列有关服务和产品的标准。 This manual has been structured in a user-friendly format. Giving various job descriptions and job list with tasks and service standards relevant to that position. 这些准则有相当友好的界面格式。对不同的工作岗位进行了描述,列出了每个岗位的工作职责以及相关了服 务标准。

APPEARANCE AND GROOMING 仪容仪表 OUR GOOD IMAGE BEGINS WITH YOU 树立良好形象

Providing good service, the kind of service that makes people want to return again and again, entails much more than simply knowing your job. The Hospitality Industry places special demands on personal qualities and conduct, that few other industries require. 提供良好的服务。这种服务能够使顾客乐意再来,而不是对你的工作只停留在简单的表面认识上。比其他的 行业,酒店业对于个人的品德和操守的有特别的要求。 You have been employed for your specific job because we believe that you possess special skills and qualities, which will make you an asset to the company. The following guidelines will assist you in achieving your personal presentation and grooming, which will ensure that you project the professional image that our guests expect.

-6-

你现在所从事的是一项特别的工作。因为我们相信你具有特殊的技能,这也是你加入我们公司的原因。以下 的这些规定,将会帮助你实现个人仪容仪表的塑造。以确保你能建立起客人所希望的形象。 “IMAGE” vs “LOOKS” “形象”和“外表” The EZ cafe image deals with two major aspects of an individual: EZ 咖啡厅的形象由两个方面构成 Presentation 外表 Conduct 操作 which entails appearance and grooming 包括外表和装饰 which covers behavior, attitude and etiquette 包括行为、态度和礼仪

Certain codes and guidelines have been outlined in this manual to help you formulate your own way of responding to situations that arise while you are working. 这一手册中已列出了相关的规则可以帮助你在应对相应的工作情况。 By following these guidelines and by bearing in mind at all times that “our guest is the most important person”, you will be able to offer the highest standard of service possible. 只有准守这些准则,时刻把“客人是最重要的”牢记在心,才能尽可能地为客人提供最高标准的服务。 You are an important image-maker. This manual will help you believe in your own abilities to enable you to bring out the best in yourself in order to develop self-confidence. Not only will you add incalculable value to our restaurant, moreover will enable you to build a rewarding career within the company. 你是致关重要形象树立者。这个手册将让你相信自己能把自己塑造到最好,从而建立自信心。这不仅能为酒 店增加不可估量的价值,而且能将对你在公司中的职业生涯大有益处。

PERSONAL APPEARANCE 个人外表 It is a fact of life that people form their first impression of others from their outward appearance as a member of the Hospitality Industry. Initially, physical appearance counts more than in most fields. Employees in this industry work in highly visible jobs, circulating amongst discerning guests. 作为酒店业的成员,人们总是通过他人的外表来建立对别人的第一印象的。外表在一开始要比任何许多方面 都重要。酒店行业的员工从事的是一种门面性的工作,他的周围有着许多带有鉴赏眼光的客人。 A smartly dressed, well-groomed employee, who has made the most of his physical appearance, immediately sways our guests. 一个穿着得体,仪表端庄的员工,将会给客人留下很好的印象。 Slovenly or careless grooming, outlandish or extreme hairstyle, make-up and accessories will create a low-grade impression to our guests. 相反的,外表懒散,头发不修边幅,不得体的化装和首饰都将给我们的的客人留下不好的印象。 As an employee, you are assigned specific tasks and responsibilities. In addition to these tasks, you are an ambassador of goodwill. You are expected to become competent in promoting good guest relations on certain levels. 作为一名员工,除了肩负特有的责任和任务以外,你还应是一位亲善大使。具有提升和客人的良好关系的能 力。 The following personal presentation code outlines the grooming standards expected for all employees. 一下是针对所有员工的着装准则。

-7-

If any aspect of the personal presentation code seems incomprehensible to you, do not hesitate to discuss them with your Department Head. 如果你对里面的任何方面有什么不理解的,请不要犹豫,可以和你的部门领导共同探讨。 GROOMING 着装 All employees must observe the following: 所有的员工必须遵守以下规定: 1. Uniforms must be worn on duty. 当班的时候必须穿制服 Staff may keep a set of uniforms in their lockers. They are held responsible for taking care of the uniforms issued to them. These are to returned to the Uniform Issuance Dept. when they go on leave and should not be brought home. 员工可以在自己的柜子里留一套制服。必须妥善保管制服。当他们离岗时必须制服交还给制服保管 部门而不能带回家。

2.

3.

No badges, ornamental buttons or jewelry and lavish accessories should be worn on the uniform unless issued by the company. 不能戴徽章,装饰性的纽扣。首饰,多余的配件必须放在公司制服里面。 PERSONAL HYGIENE 个人卫生

A.

Good personal hygiene habits must be observed at all times. A daily shower is essential along with the use of an effective deodorant or anti-per spirant. 要养成良好的卫生习惯。每天洗澡对保持无体味是非常有效的。 Oral hygiene is also essential. Your programme should include regular brushing and flossing of teeth and use of a mouthwash or breath mints before or during your shift. 口腔卫生也很重要。你必须有规律地刷牙,在当班前或是当班过程中使用漱口水或是口气薄荷喷雾剂。 B. SKIN 皮肤

A clear complexion is important. If you have acne, dry skin or other skin disorders, seek advice from a skin care consultant. Other conditions such as cold sores, impetigo and tinesa are not only unsightly, they can be contagious. If you suspect that you have a skin disorder, consult our Medical Department immediately. 有干净的肌肤很重要。如果你有痤疮,皮肤干燥或是其他肌肤问题,要去咨询皮肤顾问寻求解决。有些状况 如感冒疮、脓疱病不仅不好看而且会传染。如果你怀疑你有皮肤问题,请到我们的医药部门查询。 C. UNIFORMED MALE EMPLOYEES 穿制服的男员工 Hair 头发

1.

-8-

Must be neat and tidy at all times. The style should be contemporary but never extreme. Hair length must not extend past the bottom of the earlobe, collar or eyebrows. 必须时刻保持干净整洁。发型可以是时尚的但不能过于夸张。头发的长度不能过耳垂及领口,留海不能过眉 毛。 Sideburns are acceptable, provided the length does not exceed past the bottom of the earlobe and the style is not extreme. 胡子的长度不能过耳垂,造型不能太夸张。要让人能够接受。 Extreme styles, such as shaved scalps, rat tails and dreadlocks are not permissible. 所有古怪的造型,如理光头、留小辫子或长发绺都是不允许的。 Styling gels and hair tonics may be used to ensure that hair ends remain in place. 发胶及护发素不要使用太多 Your hair colour should look natural. If highlights or colourings are used, they should enhance your hair subtly and naturally. Extreme fashion colours are not allowed. 头发的颜色看上去要自然。如果挑染或是染发,要让你的头发看上去自然细致。夸张的颜色是不允许的。 Wigs and hairpieces are permitted provided they meet the above requirements. 如果假发及假眉毛符合以上的标准是允许使用的。 2. Facial Hair 面部的清洁 A well-shaven face is essential. Beards are acceptable if kept neat and well trimmed. Beards should be grown in your own time. Two or three day growth is prohibited. 有清洁的面部很重要。胡须如果能修剪平整是允许的。根据个人的情况对胡须进行修剪,一般不能超出两到 三天。 Moustaches are also acceptable but must conform to the standards listed below: 留鬓角必须符合以下的标准: Neatly trimmed and clipped 修剪平整 No narrower than 12 mm 宽度不小于 12 毫米 The horizontal width and downward drop may not extend more than 12mm. beyond the mouth. 离嘴角四周不能少于 12 毫米 3. Fingernails 手指甲

corners of the

Must be clean and neatly trimmed at all times. 手指甲要随时保持干净,修剪平整 4. Scent 体味

Cologne or after-shave, if used, should be subtle. It should not clash with your deodorant, soap or talc.

-9-

可以使用一些古龙香水或是须后水,这不和你所使用的除臭剂、香皂或是滑石粉相冲突。 5. Jewelry 首饰

No earrings are permitted. If a necklace is worn, it must be kept inside the shirt. A single bracelet and dress ring, either silver or gold may be worn. 不允许带耳环。如果有戴项链必须把它藏在衬衫的里面。只能佩带一只手镯或戒指。 A dress watch, if worn, must be subtle in design. Watch faces may be no larger than 30mm. in diameter and preferred colours are black, gold, silver or white. 如果佩带手表,表面直径不能大于 30 毫米。最好选用黑色、金色、银色、或是白色。 6. Spectacles 眼镜 Framed styles must be subtle and should compliment your own natural facial features. Extreme fashion styled glasses is not acceptable. If your doctor prescribes dark glasses, they may be worn provided that the eyes can still be seen. 眼镜的边框要符合个人的脸型,不能佩带造型过于夸张的眼镜。如果你的医生嘱咐你要佩带墨镜,必须确保 你的眼睛还能该看清东西。 7. Shoes 鞋子 Comfortable and supportive shoes must be worn at all times. Staff shoes must conform to the dress codes dictated by their respective department. Shoes must be cleaned and polished regularly. 穿舒适平稳的鞋子。员工鞋必须符合所属部门的制服号码。鞋子要经常清洁,擦拭。

8.

Belts 腰带

If your trousers have belt loops, a plain belt may be worn. The belt’s colour should closely match your trousers and be no wider than 40mm. Oversized or ornamental buckles are not permissible. 如果你的裤腰太宽的话,你必须使用腰带。腰带的颜色必须和你所穿的裤子相匹配。宽度不能超过 40 毫米。 不允许使用过大或是带有装饰性的带扣。 9. Undergarments 衬衣

Undergarments are to be worn at all times. A singlet or undershirt is permitted. Flesh or white colours are recommended. Coloured or motif undershirts must be visibly worn. 要穿衬衣。允许穿汗衫。建议穿肉色或是白色的。有颜色或是有图案的衬衣要看得见。

D.

UNIFORMED FEMALE EMPLOYEES 穿制服的女员工 Hair 头发

1.

- 10 -

Hair must be neat and tidy at all times. The style should contemporary but never extreme. If you are wearing long hair, tie it and bond it during hours of duty. Your hair should not block your vision or cover your identification badge. 头发必须时刻保持干净整洁。发型可以时尚但不能过于古怪。如果你留长发,必须在当班的时候把头发扎起 来。头发不能遮住你的视线或是你的工作牌。 Extreme styles, such as shaven scalps, rat tails, twines, beads and exaggerated teasing are not acceptable. 造型古怪的发型,如:光头,留小辫子,扎两个辫子,麻花辫或任何怪异的梳法都不允许。 Styling gels or hair sprays are recommended to ensure that hair ends stay in place. 不要使用过量的发胶及喷雾剂 Your hair colour should look natural. If highlights or colouring are used, they should enhance your hair subtly and naturally. Extreme fashion colours or revealing dark roots are not permitted. Hair colour treatment, if there’s any, should be maintained as often as necessary. 头发的颜色要自然。如果挑染或是全染,要让你的头发看起来自然,精美。过于夸张的的颜色或是现出头根 的黑色都是不允许的。如果有染颜色,要及时的补色,让颜色保持一致。 Wigs and hairpieces are permissible provided they meet the above requirements. 假发及假眉毛如果符合以上的条件,可以使用。 All accessories such as pins, combs or elastic bands should match the colour of your hair, while ribbons or bows should coordinate with the colour of your uniform. 所有的饰物如:别针、头梳及牛皮筋都要和你头发的颜色协调。头上稠带的颜色要和你制服的颜色协调。 2. Fingernails 手指甲

Must be clean and neatly trimmed at all times. Nail polish is not compulsory. Should you choose to wear nail polish, the colour should be pale or translucent. 指甲要保持干净,修剪平整。是否涂指甲油没有强制性。如果有涂,必须选择无色或是半透明的颜色。 3. Make-up 化妆

Wearing make-up is a must. From both presentation and skin protection point of view, a basic make-up should include blush or rouge, lipstick, eye shadow and mascara. 必须化妆。从外表及保护皮肤的角度出发,基本的化妆包括:胭脂、口红、眼影和眉毛膏。 Always apply only light make-up to enhance your own natural features and skin complexion. Ensure that you make the most of your appearance at all times. 只要化能够体现你个人自然气质及保护皮肤的淡妆就可以了。确保时刻体现自己就完美的一面。

4.

Scent 体味

Perfume or cologne, f used, should be subtle. It should not clash with your deodorant, soap or talc. 适当使用香水。不能和你的除臭剂、香皂及滑石粉相冲。

- 11 -

5.

Jewelry 首饰

Only one pair of subtle-designed earrings may be sported, of which the length and width are no more than 20mm. in diameter. Earrings worn on the nose are unacceptable. 只允许佩带一副耳环,设计精美,长度和宽度都不能超过 20 毫米。不允许戴鼻环。 A necklace, if worn, is restricted to a single strand, either gold, silver or pearl. Any pendant or drop in the chain must be no more than 20mm. in length or width and the design should be faint. 如果佩带项链,只能有一条。可以是金的、银的或是珍珠项链。项链的坠子长度和宽度不能超过 20 毫米。 设计要简单。 A single dress ring or bracelet on each hand may be worn provided that the designs are delicate, either gold or silver. 每只手只能戴一个戒指和一个手镯。必须设计精美,银的或是金的。

A dress watch, if worn, must be subtle in design. Watch faces may be no larger than 20mm. in diameter and preferred colours are black, gold, silver or white. 如果佩带手表,手表的设计必须精美。表面的直径不能超过 20 毫米。颜色最好是黑色、金色、银色或是白 色。 6. . Spectacles 眼镜

Framed styles must be subtle and should compliment your own natural facial features. Extreme fashion styled glasses is not acceptable. If your doctor prescribes dark glasses, they may be worn provided that the eyes can still be seen. 眼镜的边框要符合个人的脸型,不能佩带造型过于夸张的眼镜。如果你的医生嘱咐你要佩带墨镜,必须确保 你的眼睛还能该看清东西。 7. Shoes 鞋子

Comfortable and supportive shoes with a minimum heel of 25mm. must be worn at all times. Staff shoes must conform to the dress code dictated by their respective department. Shoes must be clean and polished regularly. 鞋子必须要舒适,鞋跟最少要 25 毫米。员工鞋必须符合所属部门的制服号码。鞋子要经常清洁,擦拭。

8. Stockings / Pantyhose . 袜子 Stockings or pantyhose must be worn at all times. Natural colours are preferable; patterns or thick-ribbed styles are not permissible. 必须穿袜子。最好是自然的的颜色。有印花的袜子不能穿。

9.

Undergarments 衬衣

Flesh coloured undergarments must be worn underneath sheer blouses and dresses at all times.

- 12 -

裙子里面必须穿肉色的衬衣。

CONDUCT AND ATTITUDE 行为和态度 CONDUCT 行为

Being presentable and well groomed is only a part of the total image we project to our guests. How you react to our guests, the manner in which your provide service and treat guests provide the TOTAL image. 仪容仪表只是我们给客人印象的一部分,礼貌会给客人提供的服务中留下深刻的印象 The manner in which we offer service to a guest should be, as you would treat them in your own home, offering assistance, if and when required. 对待客人的要求应象在你家里一样礼貌的对待 Remember to always to give courteous, knowledgeable and friendly service. From the moment the guest arrives, it is up to you to establish a positive relationship for doing business, satisfying their needs, making them feel comfortable, relaxed, looked after and welcomed, thus building his desire to return. 记住总是提供礼貌,专业和友善的服务。 To be successful in our industry, you require a positive attitude. Make the most of the things you do, be enthusiastic, get involved and share it with your guests, your department and colleagues. 要积极的态度去工作,才可以取得成功,热情的投入工作,将棘手的问题与你的客人,部门和同事一起讨论。 You are valuable and are a vital part of our operation with much to contribute. Believe in your own abilities, do things to the best of your capacity and make others and yourself, feel good. 你是我们工作中必不可少的一员,相信自己的能力,把工作做到让自己和别人都满意。 The right attitude can move mountains; the wrong attitude destroys everything and leads to total failure. Remember this, put it into practice and you are a WINNER! 正确的态度可以将大山移走,错误的态度可以破坏任何事物并领引失败,. 记住它, 将它放入练习,你将会 是一个胜利者!

ATTITUDE

Your attitude is the key to your success and happiness. It is also the guide to the success of our operation. Attitude is your mental position with regard to how you view facts and situations. 你的态度是你的成功和快乐的关键,它也是通向成功的指南。态度是你如何看事实和情形的智力定位。  Your attitude towards a guest or colleague influences your behavior. You cannot always camouflage how you feel. 你对客人或同事的态度会影响你的行为,你不能总是伪装你的感觉  Your attitude determines the level of your job satisfaction. 你的态度决定你工作满意度的标准。  Your attitude affects everyone that you come into contact with, in person or by telephone. 你的态度影响你直接或电话接触的每一个人。  Your attitude is not only reflected by your tone of voice, but also by the way you stand or sit, your facial expressions and in general, body language. 你的态度不但从你的音调和声音而且从你的站姿和坐姿,面部表情和肢体语言反映出来,  Your attitude is not fixed – the attitude you choose to display is really up to you. 你的态度不是固定的--你所表现出的态度由你的自己决定。

- 13 -

THE “PLEASE” CONCEPT 愉快的概念

P

Positive 积极的 The way you stand, walk and look, throughout the restaurant will convey an image to our guests. You need to ensure that it is a positive and attentive effort to cater to their needs and desires. 你穿过餐厅时你的站姿,行走和面部表情都会传达一种信息给客人,你需要确保它们是积极的并努 力的迎合客人的要求

L

Look and Listen 看和听 By being alert and attentive to our guests’ needs and wants, by showing pride in your work and workplace, you reflect professionalism and effectiveness. 警惕和专心留意客人的需要来表现你引以为豪的工作和工作场所,从而反映出你的专业和效力

E

Expression 表情 Facial expressions convey a wealth of meaning to our guests. It can depict your moods and feelings. 面部表情反映出对客人的态度,他可以反映出你的心情和感觉。

A

Appearance 外貌 Pride in your personal and environmental appearance creates a positive perception to our guests. 要以你自己和周围的环境引以为豪,给客人一积极的感觉。

S

Smile 微笑 A smile signifies friendliness and approachability, which creates a positive feeling to our guests.微笑意味着 友善,给客人一积极的感觉

E

Enthusiasm 热情 If a guest can sense your lack of eagerness to perform a task or service they require, they will establish a poor perception of YOU and the COMPANY, as a whole. 如果客人感觉到你缺乏热情去完成他们的要求和服务,他们将会对你和你的公司留下不好的印象。

THE TEN COMMANDMENTS OF HUMAN RELATIONS

人事关系的十大戒律
Speak to people. 和人讲话 There is nothing more pleasant than a cheerful word of greeting. 没有比愉快的问候更让人高兴。

1.

2.

Smile to people. 对人微笑 It takes 72 muscles to frown and only 14 to smile. 微笑只用 14 块肌肉,而皱眉要用 72 块肌肉。 Address people by their name. 用名字称呼别人 A person prefers to be addressed by his name for a more personal approach. 人们喜欢被人用名字称呼。

3.

- 14 -

4.

Be friendly and helpful 要友善和有帮助 Treat others in the manner you wish to be treated. 要用你需要被对待的态度去对待别人

5.

Be cordial. 要热情 Speak and act as if everything you do is of genuine pleasure. 说和做要像你做的每一件事是真正的快乐

6.

Be genuinely interested in people. 真正关心别人 You can like anybody if you make the effort. 如果你努力,你可以喜欢每一个人 Be considerate with the feelings of others. 要考虑到他人的感受 People do have emotions which demands due respect. 人们确实有要求应得的尊敬

7.

8.

Be generous with praise. 要懂得赞美 Be cautious with criticism. 谨慎的批评

9.

Be alert to give excellent service. 警惕的提供优质服务 What counts most is what we can do for others. 可以计量的是我可以为别人作什麽 Keep your sense of humor. 保持你的幽默感 Always try to see the humorous side of a bad situation. 坏的情形下要试着去看幽默的一面

10.

COURTESY 礼貌 “COURTESY IS VERY IMPORTANT.礼貌是非常重要的

Courtesy consists of three things: 礼貌有以下 3 点组成 1. 2. 3. Attitude 态度 Words 话语 Behavior 行为举止

Remember these words that we were taught as children: 象教小孩子一样来记住下面的词: 1. 2. 3. 4. 5. Please 请 Thank you 谢谢 May I 可以吗? Excuse me; I am sorry 打扰一下, 对不起 I am glad to 非常荣兴

The guests, as well as our colleagues, pay attention to our behavior, that is why: 要注意自己的言行举止

- 15 -

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

Be clean at all times. 要保持清洁 Smell good, your breath and body. 口气和身体无异味 Do not leave food on the table or on the floor after eating. 用完餐后不要遗留食品在桌子或地板上。 Clean up after yourself and others. 整理干净你自己和别人的 Help others in any way you can. 尽量去帮助别人 Introduce yourself to new employees. 向新员工介绍自己 Look at others in the eye when talking. 谈话时要有目光交流 Use the name of another person if you know it; better still, get to know it. 称呼别人的名字 The golden rule is “guest first.” 客人永远是第一位的 Smile!! 微笑

AGAIN, BE POLITE AND COURTEOUS ALWAYS. 再次强调, 要始终如一谦恭有礼

餐饮部可做与不可做 1 .DO”S 可做 - Be a lady/ gentleman all the time. 在任何时间都要做女士/先生 When meeting a guest, smile and greet according to the time of the day. 当遇到客人时要微笑并根据不同的时间问候客人。 Morning / Good afternoon Sir / Madam (if known , use the guest’s name) 早上好/下午好先生/小姐(如果你认识客人用名字称呼客人) Be correct and polite and do not talk too much to the guests. 适当和礼貌的和客人谈话,但不要太久。 Cooperate with all levels of the staff from other departments. Be as courteous and nice to them as you would be towards guests. 要与其他部门不同级别的员工合作,象对客人一样的有礼貌和蔼。 Be on duty 5 to 10 minutes early so as to familiarize yourself with your work area. 提前 510 分钟到达工作的区域。 Stand and walk straight. 站立或行走时要直 Keep well informed of all promotions and specials. 要了解酒店的推广和特别的事物 Use official language “ENGLISH” in your working area. 在办公的地方要使用官方语言“英语” FOOD AND BEVERAGE DO’S AND DON’S 餐饮部可做与不可做 2 DON”S 不可做 - Do not smoke or chew gum while on duty.

-

-

-

-

-

-

- 16 -

上班时不可吸烟和咀嚼口香糖 Do not show impatience. Do not wriggle arms or legs or drum fingertips on desks. 不要表现出急噪,交叉胳膊或腿, 用指尖敲桌子 Do not read books or newspaper when on duty. 当班时不可以看书或杂志 Do not listen to radio or watch TV while on duty. 当班时不可以听收音机或看电视 Do not enter a room or office without knocking. 进入房间或办公室要敲门。 Do not keep any property not belonging to you personally. 不要拿不属于你的物品 Do not take of absence from work unless absolutely necessary, and inform your supervisor immediately. 除非在非常必要的情况下,不然不要随便离开你的工作区域,并要马上报告你的领班 Do not make noise that will disturb the guests. 不要制造杂音,这会影响客人。 This includes: 这包括 Laughing loudly. 大笑 Whistling and chatting with other employees. 吹口哨或和其他同事聊天。 Do not speak any other language in your working area. 不要在工作区域讲方言

-

-

-

-

-

-

HANDLING COMPLAINTS 处理客人投诉

METHODS FOR HANDLING COMPLAINTS AND DEALING WITH ANGRY GUESTS 处理客人投诉及对待发火客人的方法

1.

Listen 聆听 Listen critically, without interruption. Do not argue or deny anything. Do not get defensive or challenged in any way even if the guest is abusive, exaggerates, or speaks boisterously. Be attentive. 带有理解的倾听,不要争论或否认任何的事,即使客人的使用辱骂的言语,描述夸张,或是大吵大 闹,都不要有进行辩驳。把注意力放在客人身上。

2.

Acknowledge 理解

Express empathy towards the guest and the existence of a problem. Do not accept nor pass on the blame to others until all the facts are gathered. Use the “sad/glad” statement. 对客人及他所遇到的问题表示理解。不要在问题夸大之前把责任推卸给其他人。用难过/高兴的语调 说

Sad

-

I am sorry there is a problem.

- 17 -

难过 Glad 高兴 Empathize 感同身受 -

非常抱歉产生了这样的问题 I am glad you are bringing it to our attention. 我很您能向我们反映这样的的情况。 I am certain that this has been frustrating for you. I do understand your being so upset. 我确定这使你很不开心。我能理解您为什么生气。

3.

Restate 复述

As soon as the guest has calmed down, restate the complaint in question form, in order to avoid misunderstanding and to show the guest that you possess good comprehension skills. 在客人的情绪冷静下来以后,把刚才客人所说的写在表格里面并给客人看。为的是避免误解,同时 也是为了让客人知道您已经理解了他的意思。 4 Ask 询问 Ask the guest what they want you to do or what they would like done. In many cases, the guest is merely satisfied just “letting the company know” what occurred. If he wants something done specifically, find out exactly what it is and confirm it with him. Stress what you can do, not what you can’t do. Suggest alternatives if preferred solution is not feasible. If the alternative solution is not satisfactory to him, seek the assistance of a person of higher authority than yourself. 询问客人他们要你做点什么或是想怎么做。在大多数的情况下,客人的目的只是想让公司知道发生 了些什么。如果他有特殊的要求,了解并和他确认是什么要求并强调哪些是你能做的哪些是你不能 做的。 同时可以向客人提供相对可行的变通方法。如果客人仍然不同意,可以请你的主管出面帮 忙解决。

5.

Action 措施 Find something to agree on. Once a solution has been agreed upon, take immediate action and do it! Notify the guest of any changes or delays. Never promise anything that you cannot keep. 在达成一致意见以后,立即采取行动。如果有什么变动或是延迟要通知客人。不要向客人承诺你所 不能做到的。

6.

Follow-up 跟进 After a problem has been taken cared of, contact the guest and make sure that the solution was satisfactory to them. Use this moment of truth to thank the guest for bringing the matter to your awareness and accentuate that it should never happen again. 解决完问题后,跟进并确保客人对问题的解决是满意的。这时要感谢客人将问题告诉我们,并强调 这个问题不会再次发生。

WHEN TAKING A PROBLEM TO A PERSON OF HIGHER AUTHORITY 把问题交给高层处理 1. 2. 3. Make sure that you inform him of all facts and information that the guest has confirmed. 确定你已经告诉他所有客人所认同的事实和信息。 Know exactly what the guest wants. 确切地了解客人的需求。 Give your superior an account of your conversation with the guest. Do not exaggerate to make yourself look efficient. Stick to the facts.

- 18 -

4. 5.

向你的领导描述你和客人的交谈。不要为了表现自己而夸大事实。要实事求是。 Tell your superior about any promises you have made to the guest. 告诉你的领导你已经对客人所做的相关承诺。 Know at this point if your superior is going to handle the situation or if you will keep on working on the problem itself. 确定是否要交给你的领导处理或是自己解决问题。 Remember, it is not always in your best interest nor the guest’s to “pass the buck” to a person of higher authority. You should try to solve the problem on your own. If your guest insists or dissatisfied, then seek further assistance. 记住,不要动不动就把问题推卸给你的主管。你要尽力自己去解决问题。如果客人坚持要见主管或 是无法让客人感到满意的话,再去寻求主管的帮助。

IMPORTANT SERVICE ACTIONS

1. 2. 3. 4. 5.

Make a good impression whenever you meet a guest or a colleague. 不管遇到客人或同事要留下好的印象 Have a positive attitude at all times despite a bad mood. 任何时候都要是积极的态度 Pay attention when someone is talking. Listen fully to a guest or a colleague. 和客人或同事谈话时要专心并仔细聆听 Know your job the best you can. Try to know more as you go along. 尽量多的去了解你的工作 Make our guests feel at home when they come to the restaurant. 客人在餐厅时要让其感觉象在家里一样

There is no difficulty in doing these things. As a professional in what you do, you should already be observing these service actions, at this point in time. 做这些事并不难,如一个专业人士在你做的事情中,你应该已经观察这些服务行动。

WORDS TO LIVE BY (from the famous, Mahatma Gandhi) The GUEST 客人 is the most important visitor 是我们最重要的来宾 to our premises. 我们的承诺

He is not dependent on us. 他不依赖于我们 We are dependent on him. 我们依赖于他们 He is not an interruption 他们不是在打断 to our work. 我们的工作

He is the purpose of it. 他是我们工作的目的 He is not an outsider 他不是我们事业的局外人 in our business.而是我们生意的

- 19 -

He is part of it.一部分 We are not doing a favor 我们提供服务给他 by serving him. 并不是在赐予他 He is doing us a favor 而是他在创造机会 by giving us 赐予我们 the opportunity to do so TELEPHONE ETIQUETTE 电话中的礼节 The role of telephones in F&B is a vital one. The telephone is a common medium of communication including interdepartment, guest reservations and inquires. 在餐饮部,电话起着致关重要的作用。电话是部门之间沟通及客人订餐、查询的最普通的媒介。 Always remember that our performance on the phone can easily make or break guest contact; live up to or shatter the projected image of our company. 通常在电话中的表现直接关系到是否能和顾客建立联系,以及维护或是损害公司已经建立起来的形象。 Telephone use can be made more efficient and effective by following simple guidelines, as follows: 以下的几种方法可以帮助有效地使用电话进行沟通:  Answer all calls promptly, within three rings as a standard guide. 能够快速地接起电话,按照标准步骤应该在电话铃响起的三声以内。  Use the proper and uniform phraseology when answering calls. Identify yourself and your department to establish your own credentials, the department’s or the company’s. 在接电话的时候使用统一标准且得体的措辞。自报姓名及所在部门。  Every telephone call you make or receive is an opportunity for you to create and / or maintain a worthy personal image and the company’s image. Try to personalize the call by using the caller’s name if known throughout the conversation. 你所打的或是所接的每一个电话都一个建立或保持个人及公司形象的一次机会。在通话过程中如果知道 来电者的名字,尽量称呼其姓名。  Speak clearly and audibly at all times. 说话要保持清晰,音量适中。  Never place a caller on hold for a lengthy period of time. He/She should be informed of any delays and may refer the option of calling back or leaving a message. 不要让打来电话的人等待太久,要通知他可能会推迟、回电或留言等。  When taking the message to be relayed to another party, accuracy and conciseness are very essential. 在替别人留言的时候,要作到简明、准确。  Always record information. Do not rely on your memory. 要把信息记下,而不是只存在大脑里面。  Remember that you are not visible to the caller, therefore project a friendly and positive image at all times. 来电的人是看不到你的,所以你应该时刻在电话里表现出友好和积极的态度。

A ringing telephone is a priority. The guest in front of you will not be offended if you excuse yourself politely to answer a ringing phone. The caller does not realize that you are busy until you answer the phone and explain that you are concerned and will get back to him/her as soon as possible. Never ignore a ringing phone, in the hope that the caller will hang up, or that somebody else will the answer the call.

- 20 -

有来电应该先接来电。如果你正在和客人谈话的话,您可以有礼貌地先向客人道歉,然后去接电话。这样客 人是会谅解的。你接起电话的时候可以向来电的示意目前不便接电话,你会尽快给他回电,这样他就会知道 你现在很忙。不要怠慢任何的电话。希望来电的人会很快挂断或是其他人能后帮你接起电话。 SANITATION 卫生设施 Guidelines for Handling Food 食品处理指南 1 Persons with infected cuts or sores or contagious diseases are not permitted to handle food. 不允许具有感染性的伤口,传染性疾病的人处理食品。 Wash hands frequently, especially before leaving the restroom. 经常洗手,尤其是在离开洗手间之前 Keep nails short and clean. 保持手指甲干净,修剪整齐 Do not place or store containers of cleaning compounds, insecticides or other chemicals near food items. 不让化合物、杀虫剂或其他化学物品的容器接近食品 Conduct daily infection for pests. Give immediate attention to any pests discovered. 对病虫害进行日常的处理,对任何的病虫害要密切关注 Smoking is prohibited in all the kitchens, food preparation areas and storage areas. 禁止在所有的厨房、准备事物区域以及仓库吸烟 Keep dirty tools, equipment and utensils away from food items. 所有不干净的工具、设备和器皿都要远离食品 Inspect tools, equipment periodically to ensure proper cleaning. 定期检查工具、设备、器皿的卫生情况 Use hot water and soap to clean knives and cutting boards that have been used on raw meats before using them for cooked meats. 当要处理熟食时,要用热水和洗涤剂清洁切过生食的刀具和案板 Clean bus trays thoroughly before using them as a serving tray. 在给客人上菜的时候托盘要保持清洁 Always keep hands away from mouth, nose, hair, etc., when handling food. 当在处理食品的时候,手不要去触摸嘴、鼻子、头发等 Keep garbage cans tightly covered. 罐头食品要密封严实。 All tableware placed for guest must be cleaned, whether used or not. 所有摆给客人的餐具必须清洁,不管是否用过 To prevent bacteria growth, discard all cracked or chipped china or glassware. 为了避免细菌的孳生,丢弃所有破碎或有裂缝的瓷器或玻璃器具 Cover all stored food. 覆盖好所有的库存食品 Clean refrigerator-box shelves, floor walls and ceiling regularly. 定期清洁冰箱的夹层,顶层和底层 Do not leave food particles or standing water overnight.

2

3

4

5

6 7

8

9

10

11

12

13

14

15

16

17

- 21 -

不要让食品单独存放或整夜都泡在水里 18 Store all boxes 6 inches of the floor. 所有的食品要存放在离地面 6 英寸的地方 Never touch food, drinks, ice and internal surfaces of containers, utensils, glasses or tableware directly with your hands. Always use proper utensils. 不要直接用你的手触摸食品、饮料、冰块等以及容器、器皿、玻璃杯或餐具。要使用适当的器具。 Never take any item directly from the deck and place onto a food preparation surface. 不要直接从夹层拿食品和将食品放在表面上。 Never place open food containers on top of other food containers. 不要把已经开封的食品容器放在其它食品容器上面 Never contaminate food or food contact surfaces by coughing, sneezing, or breathing directly on them 不要对着食物或食品的接触面咳嗽、打喷嚏或呼吸,以避免污染。 Never stack food in the refrigerators or on frost top tables. 不要把食品堆放在冰箱里或着放在有冰的桌子上面。 Visits by persons not directly connected with food preparation and food service to galley areas are strictly forbidden. 来访着要严格禁止进入厨房和食品接触。 Cover all food in the refrigerators. 在冰箱里的食品要全部盖好。 Store leftover or cooked food at a depth of not more than 4 inches (10cm) in the refrigerator. 剩余的库存和熟食存放在冰箱里不能超过 4 英寸。 Keep all storage areas sanitary and orderly. 保持所有的库存区域卫生整洁。 Invert pots and pans glasses and crockery for storage. 壶、平底锅、玻璃杯、和瓦器要倒着存放。 Cover garbage containers. 覆盖好装废料的容器 Store cleaning gear in special lockers and never in food or pantry area. 把清洁用具存放在专用的柜子里,不要放在有食品或餐具的地方 Store clean food service utensils completely separate from dirty utensils. 干净的食品器皿和脏的食品器皿要分开存放 Never store utensils on the bottom shelves of open cabinets located below working level top. 不要把器皿存放在低于工作水平面的敞开的橱柜底层 Never store personal effects or clothing in food preparation spaces. 不要把私人的物品和衣物放在食品区

19

20

21

22

23 24

25

26

27

28

29

30

31

32

33

Processing 步骤 1 2 Meats, perishable, foods, and food prepared in advanced must be kept refrigerated between 38 and 45ºF. 肉类、易坏的食品以及事先准备好的食品必须存放在 38-45 华氏的冰箱里 Discard food in the immediate vicinity of broken glass or china. 把不要的食品放在已破碎的玻璃杯和瓷器的区域内。

- 22 -

3

Open food containers (e.g. crates, cartoons, barrels, boxes, glasses, jars and cans) in location away from the items to prevent splinters, staples, glass or bits of wire from contaminating the food. 开启的罐头食品(如桶、盒子、玻璃杯、出口瓶和罐头)要远离食物以避免碎片、钉子、玻璃以及 金属线污染食品 Store glassware bottoms-up. 要叠放玻璃器皿 Keep food covers in place. 食品要覆盖存放 Do not allow food items to stand warm (under 100ºF) and uncovered. 不让在高温(低于 100 华氏)且没有覆盖的情况下存放食品 Freeze only fresh foods; do not refreeze foods. 只冰冻新鲜的食物,不能重复冰冻 Reheat soup that has cooled below serving temperature; simmer for 15 minutes. 用文火加热在相应温度冷藏过汤要 15 分钟 Dispose of returned food that has been served. 处理客人已经使用过的食品 Keep a tight cover on pies, cakes, breads, etc. which have already been cut, except when they are on the serving line. 当派、蛋糕、面包已经切开的时候,要密封严实,除非在端给客人的时候 Never leave cooked foods un-refrigerated for more than three hours. 熟食不能在没有冰箱的状态下存放超过 3 个小时 Do not place small objects (e.g. tacks, pins, matches, etc.) on kitchen shelves or windowsills where they might fall onto food. 不要把小东西(大头针、钉子、火柴等)放在厨房的柜子或是窗台上以免掉入食品中 JOB SAFETY AND SECURITY 工作保险和安全

4

5

6

7

8

9

10

11

12

Without exception, the safe way of doing your job is the best way. What good is a “short cut” in doing a job if it might end up being a short cut to the hospital or long-term injury? 毫无例外的,做工作最好的方法是用安全的方 法。

Remember, by eliminating hazards, you are protecting yourself and your guests. In short, it pays to prevent accidents and injuries. Report any hazardous conditions to your supervisor immediately. Don’t cut your earnings by being a careless worker. Study these common causes of accidents carefully. They are intended as an aid to protect you and your guests. 记住,要排除冒险,你要保护你和你的客人,这样可以预防事故和伤害,将任何危险的情况马上报告你的主 管。不要因为粗心的工作而影响你。学习使事故发生的原因,他对与保护你和你的客人是有用的。 Watch out for: 提防 1 Spillage of food, beverages, oil or grease 食物,酒水,油或油脂溢出 2 Wet floors. 湿的地面 3 Equipment and cleaning gear or other objects in alleyways. 设备和清洁用具或其他物品放在通道中。 Watch out for strains caused by: 提防因为以下原因引起的扭伤 1 Lifting heavy objects improperly 不适当的举起重物 2 Over-reaching to lift or handle objects 用力举起或搬运重物 3 Carrying too large a load (example: dining room trays) 搬运太重的重担(餐厅托盘) Watch out for cuts caused by: 提防因为以下的原因引起的切割 1 Picking up broken glass 拿取破损杯子

- 23 -

2 3

Opening bottles and cans carelessly with unsafe and faulty opener. 要小心用不安全或不完善的开启器开启瓶装或罐装物品。 Careless handling of knives and other sharp objects 拿取刀或其他尖利物品时要小心

PERSONAL SAFETY HABITS 个人的安全习惯

Your personal safety is also very important. You should always avoid: 你个人的安全习惯同样重要,你应当总是避免: Not wearing proper safety shoes and clothing 穿着不安全,不适当的鞋子和衣服 Excessive drinking 过量饮酒 Drugs of any kind 吸毒 All the above could be a hazard not only to you, but to your guests as well. 以上任何一项都会给你或你的客人带来危险 FIRE PREVENTION 火灾的预防 Watch out for: 提防 Spontaneous combustion (stowing greasy linen, cleaning rags, cleaning chemicals and presence of flammable cleaning liquids, or materials) 自燃(装载油脂的布草,抹布,化学清洁剂和可燃的清洁液或原料) Smoking in unauthorized areas 在严禁吸烟的地方吸烟 Smoldering remains in ash trays.在烟缸内未燃尽的烟头 Know the different types of fire extinguishers, where they are, and how to used them properly. 认识不同种类的灭火器,知道放在哪和怎样适当的运用。 JOB LIST 工作列表 TASK 任务 DAILY OPENING CHECKLIST 日常的公开检查 (PERSONAL HYGIENE FOR MALE STAFF) (男性员工的个人卫生) Change uniform for a fresh one. Make sure buttons are fastened and necktie adjusted (if applicable). 勤换制服,确保纽扣扣好,领带绑好。 Do not use excess embellishments such as: badges and lots of jewellery 不要过分装饰如:佩带徽章及过多的首饰 Clean well-groomed hair. Use gel when necessary. 头发修整得体,必要时可以使用发胶或头发定型水 REASON WHY 理由

STEP : 1 步骤

For clean, complete and well pressed uniform. 干净、完整、制服压熨平整。

STEP : 2 步骤

For neat and pleasant appearance. 整洁愉快的外表 For guest comfort 使客人感到舒服 For neat and pleasant appearance. 整洁愉快的外表

STEP : 3 步骤 STEP : 4 步骤

Hand and fingernails should be clean and short. 勤剪手指甲确保手和指甲的干净 Shoes clean and well polished 鞋子要保持干净,经常擦鞋油

- 24 -

TASK 任务

DAILY OPENING CHECKLIST 日常的公开检查 (PERSONAL HYGIENE FOR FEMALE STAFF) (女性员工的个人卫生) Change uniform for a fresh one. Make sure buttons are fastened and necktie adjusted (if applicable). 勤换制服,确保纽扣扣好,领带绑好。 Do not use excess embellishments such as: badges, long earrings, and lots of jewellery. 不要过分装饰如:佩带徽章、有垂吊的耳环及过多 的首饰

REASON WHY 理由

STEP : 1 步骤

For clean, complete and wellpressed uniform. 干净、完整、制服压熨平整。

STEP : 2 步骤

Clean well-groomed hair. Tied back with black colored ribbon if necessary. Only black colored ribbon are allowed. 头发修整得体,可使用黑色的发髻把头发扎起,但 只允许使用黑色的发髻。 There should be no hair seen hanging on the face. 没有散发垂落,遮住脸。

For neat and pleasant appearance. For uniformity. 整洁愉快的外表。为了装束的 一致性。

STEP : 3 步骤

Hand and fingernails should be clean and short. Only colorless nail polish is allowed. 手指甲干净,修整整齐,不允许涂有色的指甲油 Apply mild make up just a blush-on color. Do not wear too heavy eyebrow liner, artificial eye lashes and heavy cosmetics and perfumes. 化柔和的淡妆,不要涂过重的眼线,化浓妆,喷气 味浓烈的香水

For guest comfort. 使客人感到舒服

STEP : 4 步骤

STEP : 5 步骤 STEP : 6 步骤

Use a red colored lipstick. Do not use other color. 使用红色的口红,不允许使用其他的颜色 Shoes clean and well polished 鞋子要保持干净,经常擦鞋油 For neat and pleasant appearance. 整洁愉快的外表

TASK 任务 STEP : 1 步骤

DAILY OPENING CHECKLIST 日常的公开检查 Sign attendance logbook. 签到本上签字 Should report on time and get ready for whatever tasks that may be assigned. Always have pen, scratch pad, lighter and waiter’s friend at all times. 及时报告,随时准备接受各种任务。随身带笔,小 记录本,打火机和开瓶器 Attend daily briefing for any instruction and other information. 注意日常的指示和其他一些信息。 Stand straight and be attentive to the information and

REASON WHY 理由 Standard Company Procedure 标准操作准则

STEP : 2 步骤

To receive/accept instruction and necessary information. 接受指示和必要的信息

- 25 -

instruction disseminated by the superior. If instruction or information is not clear ask questions for clarification. 要站直来,注意上级的指示和信息如果对指示或者 是信息有不清楚的地方,要提出问题弄明白

STEP : 3 步骤

Must know the following: 必须知道以下的规则: Special of the day 特殊的日期 Ongoing promotion 正在进行的促销活动 Any special service requirement for the day 那天所需的特别服务 Service instruction 服务须知 Food and beverage items not available 餐饮部没有用的东西 Reservations 预订 Checks cleanliness of door handles, glass poster stand, planters, and reception tables 检查门把、玻璃杯脚、花盆和接待桌子的干净 Check display table if Set-up is correct. 如果桌上有东西,检查桌面的摆放是否正确. Check if poster/menu on display is correct 检查菜单的摆放是否正确 Check flyers if they are enough on display (if applicable) 检查是否摆放有足够的小传单 Table set up must be clean and spotless. Not damaged and completed. 桌面必须干净无暇。没有破损,完好无缺 Must be properly arranged and in order 一切必须井然有序 Flower fresh and vase clean (if applicable) 提供鲜花保证花瓶的清洁 Ashtray clean 烟灰缸的清洁 DAILY OPENING CHECKLIST 日常的公开检查 Table linen well pressed, clean and in good condition (if applicable) 桌布要摆放好,保持清洁 Tables and chairs wiped clean and properly arranged 桌椅要擦干净,摆放得当

To make sure everything is ready prior to service. 确保在为顾客服务之前,一 切准备就绪

For good presentation 留下好印象

Standard Company Procedure 标准操作准则

TASK 任务

REASON WHY 理由

TASK 任务

DAILY OPENING CHECKLIST 日常的公开检查 (STATION MIS-EN-PLACE) Sufficient supply of:

REASON WHY 理由

STEP : 1

For uniformity

- 26 -

步骤

供应充足 Chinaware and crockery 瓷器、陶器 Glassware 玻璃器具 Cutlery 餐具刀叉 Napkins, placemats,l table cloth, towels (if applicable) 餐巾、桌垫、桌布、毛巾(如果需要) Guest supplies like: Toothpicks, matches, condiments and sauces, sugar and cream 为客人提供:牙签、火柴、调味品和酱油、糖和奶 油 Water pitchers with underliner 带底座的水壶 Order slips and bill jackets 点菜的纸条和帐单夹 Station must be cleaned and polished 台面必须干净整洁 Trays are ready 盘子要备好 Everything in their respective drawers and shelves 每样东西又要存放在相应地方 All equipment are in good condition 所有的设备运行良好 No chips, no cracks, no stains 没有碎片、瑕疵和斑点 Carpet must be well vacuumed (if applicable) 地毯要用吸尘器清理干净 Floor tiles must be stain-free 地板砖不能有瑕疵 No visible litters 看不见零乱的东西 Room decors must be cleaned 房间的装饰必须清洁 Windows/walls without marks 窗户和墙面不能有任何标记 Lights must be fused and controlled (if applicable) 灯要能够调节 Brass or copper furniture are well-polished and shiny 铜制的家具要擦亮 Lighting fixtures properly controlled 灯具的固定装置要能调节 Piped-in music properly controlled (if applicable) 恰当调节音乐

统一

For faster service 快捷的服务

For guest comfort 让客人感到舒适

Standard Company Procedure 标准操作准则

For Preparation 做好准备

TASK 任务

GREETING GUESTS 向客人问好 Note: Greeting guests is the responsibility of all staff not just Host/ess, Outlet Manager, Supervisors, etc. This is a very important task because it is the guest’s first impression of that particular outlet. The greetings must be cordial. Guest’s names, if known should be used when greeting. An unknown guest should be greeted with the same formality as the regular patron.

REASON WHY 理由

- 27 -

All guest’s patronage is sought; make them feel welcome. 注意:向客人问好是所有酒店员工的责任,而不仅 仅是迎宾的事。这也包括经理及管理人员等。这对 于给客人留下良好的第一印象是很重要的。问候必 须是热情的。如果知道客人的名字须在问候的时候 称呼客人。即使是不认识的客人,也必须像对待常 客一样对待他们。所有客人都有权享受服务,让他 们觉得自己是受欢迎的。 When a man or a woman comes in alone, greet him/her pleasantly: “ Good evening, this way please”. Don’t just say “Just one?” or “Are you alone?” 当一位先生或者女士独自来这里时,要很高兴地向 他们问好“晚上好,这边请”。 而不要只是简单 地说“一个人吗”,“你一个人来吗” STEP : 1 步骤 When guest approaches you or is waiting to be seated approach them confidently with a smile at all times. 当客人走进你或者在等位子的时候,要随时都面带 微笑的朝他们走去 Your greeting must be polite yet not over friendly. Using a clear voice, look at the guest in the eyes. 你的问候要有礼貌,但又不能过度热情。用清晰的 声音和客人交谈,要看着客人的眼睛 Always state the time of day/night, e.g. “Good morning, Good Evening,” etc. 不同时间用不同的问候语“早上好,晚上好”等 Offer assistance, e.g. “How may I help you, sir/madam?” 主动向客人询问帮助“我能帮助你吗,先生/女 士?” Listen closely to what the guest requires. After ascertaining the necessary information, attend immediately to the guest’s needs 仔细听清客人的要求。当获得必要的信息后,马上 帮客人解决他们的要求

Professional and personalized service 专业的人性化的服务

For courtesy 礼貌

STEP : 2 步骤

To avoid familiarization and disrespect 避免过分的热情而引起不尊敬 的感觉 Observe etiquette 观察能力

STEP : 3 步骤

STEP : 4 步骤

Courtesy, good guest relations and listening skills 礼貌,和客人良好的关系和倾 听技能 Courtesy, good guest relations and listening skills 礼貌,和客人良好的关系和倾 听技能

STEP : 5 步骤

TASK 任务

GREETING GUESTS 向客人问好

REASON WHY 理由

STEP : 6 步骤

When taking the guest to their table/seat, walk slowly in front of guests at least a meter away. 当你给客人带路的时候,慢慢地走在客人的前面, 和客人的距离至少要保持一米

Guests should be properly guided, as they are not familiar with the outlet or restaurant. 由于客人对餐馆不熟悉,所 以需要适当的指引 Non-offensive means of guiding guests. 给客人指路的礼貌方式

STEP : 7 步骤

Use your open hand to direct the guests. 伸手为客人指路

- 28 -

STEP : 8 步骤

Continually look behind you to keep an eye on your guests. 不时的回头,照看你的客人

They maybe disoriented or distracted. 他们可能会跟错路

TASK 任务

TAKING DRINK ORDERS AT A TABLE 在餐桌上帮助客人点饮料 Approach guests on their right and say, “Excuse me sir/madam would you care for something to drink?” Mention special of the day and other promotional items (if any). If the guest is still undecided excuse yourself and say, “Excuse me sir/madam when you are ready to order please let me know.” Do not make the guest feel that he/she is being hurried. 靠近客人站在他们的右手边对他们说“打扰一下先 生/小姐,您要点饮料吗?如果有什么特别的日子或 是促销活动要向客人介绍。如果客人仍然没有决定 是否要点饮料,可以对他们说“先生/小姐,如果您 要点饮料的话,可以告诉我。”不要让客人觉得你 在催他。 If the guests give a signal that they are ready to order approach the lady guest first and say, “Can I take your order now, madam?” 如果客人示意要点菜,先走到女士的旁边,说“我 能为您点菜吗,小姐”? Always repeat the items ordered. 要重复一下所点的菜

REASON WHY 理由

STEP : 1 步骤

Politeness and for suggesting selling 要有礼貌地向客人建议

STEP : 2 步骤

STEP : 3 步骤

To ensure accuracy and precision. 确保准确性

TASK 任务

PREPARING TO SERVE DRINKS FROM A TRAY 准备把饮料从拖盘里递给客人 Always check tray for cleanliness. Tray should always be washed after every shift. 及时检查托盘的卫生,托盘在每个班次后都要清洗 Place a coaster and a cocktail napkin for every drink on your tray. 在每次服务饮料使都要有杯垫和餐巾纸 Ensure you have corresponding glass for each beverage that is to be poured from the can or bottle. 确保每种饮料(瓶装或听装)都配有相应的杯子

REASON WHY 理由

STEP : 1 步骤

For hygiene 卫生

STEP : 2 步骤

Standard Company Procedure 公司的标准程序

STEP : 3 步骤

To show good service and for convenience 体现良好的服务,为客人提 供方便 To maintain standardization of beverages 保证饮料的水准 For safety and stability 为了安全和稳定

STEP : 4 步骤

Check cleanliness of glasses and ensure correct presentation of all drinks. 检查杯子的清洁,确保各种饮料不出错 Place tall glasses and bottles as close to the center of the tray as possible. 尽量把高的玻璃杯和瓶子靠近托盘的中间

STEP : 5 步骤

- 29 -

STEP : 6 步骤

Never overload the tray 不要在托盘里装太多的东西

For safety 为了安全

STEP : 7 步骤

Arrange drinks in order of service sequence, if possible. 有序的放好饮料,这样可以方便给客人服务 Always check that all orders are complete before serving to the guests. 在服务饮料前要确认所有客人所点的东西都备好了

For ease of service 让服务更容易

STEP : 8 步骤

For prompt and efficient service 为了促进更有效的服务

TASK 任务

CARRYING AND SERVING DRINKS FROM A TRAY 把饮料从托盘里递给客人 Carry bar tray on your left side with your left hand. 端托盘的时候要用左手拖住托盘

REASON WHY 理由

STEP : 1 步骤

Standard Company Procedure 标准操作准则

STEP : 2 步骤

Your left hand should be under the center of the tray with your palm and fingers spread out. 你的左手手掌放在托盘底部的中央,手指张开撑 住托盘 Always keep tray close to your body and next to your hips. 托盘靠近你的腰部 Approach guest always on their right hand side (when practicable) excuse yourself if required. 服务饮料时要从客人的右手边 Place drink coaster on the table, logo facing guest, in line with guest’s right shoulder. (When practicable) 把饮料杯垫放在桌子上,标签对着客人,尽可能 和客人的右肩形成一条直线 Place drink on top of coaster at the same time saying, “Your scotch and coke sir/madam.” 在把饮料放在杯垫上的同时,说“这是您点的威 士忌和可乐,先生/小姐” (Always hold glassware at the bottom) (如果是玻璃器具要拖在他的底部) Pouring of all canned or bottled products should be done on the guest’s right hand side. 把饮料从罐头或瓶子里面倒出的时候要站在客人 的右手边 Place empty glass on drink coaster on the table in line with guest’s right shoulder (when practicable) 把空的玻璃杯放在饮料的杯垫上,尽可能和客人 的右肩在一条直线上

For safety and balance 安全,平衡

STEP : 3 步骤

For safety and stability 安全性和稳定性

STEP : 4 步骤

Standard Company Procedure 标准操作准则

STEP : 5 步骤

To use as under liner on table without linen 用杯垫来替代桌布

STEP : 6 步骤

To ensure guest has the right drink and for courtesy. 确保客人的要的饮料没有弄 错,也是一种礼貌。 For hygiene 卫生 Standard Company Procedure 标准操作准则

STEP : 7 步骤

STEP : 8 步骤

This is a method of preparation when pouring drink into the glass. 这是把饮料倒进玻璃前的一 种准备措施

- 30 -

STEP : 9 步骤

Take canned/bottled drink from a tray with your right hand and proceed to pour ensuring the can/bottle does not touch the glass. 用右手把罐子或瓶子从托盘里拿出,在倒饮料的 过程中,要注意不要让罐子或瓶子碰到玻璃杯。

For hygiene and Standard Company Procedure 卫生,公司的标准步骤

TASK 任务

CARRYING AND SERVING DRINKS FROM A TRAY 把饮料从托盘里拿出并斟倒 When pouring a bottled/canned drink the label should be facing the guest at all times. 当给客人倒饮料的时候,饮料瓶的标签要对着客 人 Only fill a beer glass one third full. 啤酒只要倒满三分之一的杯子 (Unless otherwise instructed) (除非客人有特殊的要求) When pouring beer pour the beer as steadily and slowly as possible. 当倒啤酒的时候,要尽可能的稳,尽可能得慢。

REASON WHY 理由

STEP : 10 步骤

Label or brand should be shown at all times. 要让客人知道商标和品牌

STEP : 11 步骤

So the beer does not become flat. 这样啤酒不会平淡无味

STEP : 12 步骤

So the beer does not surge out of the can/bottle. Stops the beer from foaming and creating froth only. 以避免啤酒从瓶子里涌出, 产生大量的泡沫 For courtesy 礼貌

STEP : 13 步骤

Before you leave the table say, “Please enjoy your drinks.” 在你离开之前,你要说“请享用你的饮料”

TASK 任务

STEP : 1 步骤 STEP : 2 步骤

CLEARING GLASSWARE FROM A TABLE 收拾玻璃杯 Note: Clearing glassware from a table requires flexibility. You must be able to clear glassware individually. 注意:空杯要从桌子上轻柔地移开,你必须单独 操作这些。 Pick up clean tray from Back-of-House area. 从备餐间拿一个干净的托盘 Approach the guest on their right hand side by saying, “Excuse me Sir/Madam may I take your glass?” 靠近客人的右手边,说“打扰一下,先生/小姐, 我能把你的杯子撤走了吗? Upon approval from the guest, move your right foot in, alongside the guest’s chair. 在得到客人的同意后,用右脚移到客人的椅子旁 边,身体微向前斜

REASON WHY 理由

The tray will be used for clearing and for hygiene. 必须保证托盘的干净和卫生 For politeness and to ensure the guest has finished. 礼貌,确定客人已经用完了 To allow yourself to get closer to the table to pick up the glasses. Politeness. 让你自己能离桌子更近,拿 到那个杯子,这也是礼貌 For hygiene and safety

STEP : 3 步骤

Pick up the glass with your right hand.

- 31 -

STEP : 4 步骤

STEP : 5 步骤

STEP : 6 步骤

STEP : 7 步骤

STEP : 8 步骤

(Hold the bottom part or stem of the glass) 用你的右手拿起玻璃杯(握住杯子底部或杯子的 根部) Step slightly backward from the table and transfer the glass onto the tray in your left hand. 轻轻地从桌子旁边移开,把杯子放在你左手上的 托盘里 Always arrange glasses according to height. (Tallest glasses should be at the far end of a tray) 根据玻璃杯的高度来考虑他们的摆放位置(最高 的杯子要放在远离托盘边延的地方) Proceeding clockwise to the next guest and follow the same procedure. 按顺时针方向移到下一张桌子为客人服务,按照 同样的步骤执行 Once you have finished clearing the table, take the tray in both hands and proceed to the nearest workstation. 当你清理完桌子后,双手拿着盘子,走到最近的 工作站。 Note: Always arrange glassware on a tray not too close to each other in order to prevent breakage. 注意:玻璃杯之间不要摆放得太紧,以免碰撞发 出声音

卫生和安全考虑

To allocate enough space for body movement. 给身体移动提供足够的空间 For easy arrangement and stability 为了便于排列和稳定性 Standard Company Procedure 标准操作准则

Preparing for washing. 准备清洗

TASK 任务 STEP : 1 步骤

BILL PRESENTATION TO THE GUEST 给客人提供帐单 When the bill is prepared, check that all items listed are correct and accurately charged. 当帐单准备好的时候,要检查一下所有的项目和 金额是否正确

REASON WHY 理由 To ensure there are no overcharges nor undercharges. 确保没有多算或是少算

STEP : 2 步骤 STEP : 3 步骤

Prepare a neat and clean bill folder. 准备一个干净整洁的帐单封皮 Place bill inside folder or clipped to bill clipboard. If the folder has logo make sure it will face the guest right away. 请把帐单放在帐单夹里面或者夹在笔记夹板上。 如果外壳有店标,标识要对着客人 Present the bill with right hand placing it on guest’s right side. The bill folder should always be closed. 用右手把帐单放在客人的右手边,帐单的封皮要 合上。 Whenever possible place the folder bill into the guest’s hand. 在任何时候都要把帐单夹交到客人手中 Upon presenting the bill say to the guest, e.g. “Excuse me Sir/Madam would you like to charge that to your cabin?” 在把帐单给客人的时候,可以说“先生/小姐,你 要加到您的房帐里面去吗?

For presentation 呈现 For presentation and ease of removal for guest. 方便客人取出

STEP : 4 步骤

STEP : 5 步骤 STEP : 6 步骤

Standard Company procedure. So the guest is the only one to see the amount. 标准操作规则,这样确保客 人是唯一能看到帐单的人 For courtesy 礼貌 Room charge is applicable for guest’s convenience, however, should be handled carefully by the staff. 这是为了给客人提供方便, 但是员工必须认真处理。

- 32 -

STEP : 7 步骤

Have a pen handy when presenting bill. 在给客人帐单的时候,手上要备一把笔

Standard Company Procedure 标准操作规程

STEP : 8 步骤

If the guest is using a credit card, discreetly place it inside the folder and excuse yourself then go back to the cash register or hand it to the cashier for processing. 如果客人要使用信用卡的话,谨慎地把信用卡放 在封皮里面,然后示意离开,走到收款处或递给 收银员 BILL PRESENTATION TO THE GUEST 给客人提供帐单 After the card has been processed, approach the table with the bill folder closed. This should be presented on the right side of the guest. When presenting, open the folder with the credit card and card member’s copy of the voucher, neatly folded. 当处理完帐单,把帐单夹合上走向桌子。必须站 在客人的右边。打开帐单夹,把信用卡和收据拿 给客人,然后把帐单夹合上。 If guest’s bills are to be settled in cash, check the amount given based on the bill then forward to the cashier’s counter. 如果客人用现金付款,在去收银台之前,要核对 金额。

Standard Company Procedure 标准操作规程

TASK 任务 STEP: 9 步骤

REASON WHY 理由 Standard Company Procedure 标准操作规则

STEP: 10 步骤

To double check to avoid discrepancy 复查帐单避免出错

STEP: 11 步骤

Process cash and check the change before leaving the cashier’s counter. 在离开收银台之前,要核对所退回的余款 Return to guest, on their right hand side, discreetly hand over closed bill folder with the change and guest copy of the bill. 在客人的右手边把,谨慎地把装有零钱和顾客联 的帐单夹交给客人。 Thank the guest at all times after all transactions are finalized. 当一切处理完时要向客人说谢谢 Note: If there are a large group of people at the table whoever asks for the bill will be the only person you will present the bill to. Don’t just place the bill in the middle of the table (unless instructed otherwise). 注意:如果有一大群人,只把帐单交给提出要帐 单的人,而不要把帐单放在桌子的中间。(除非 客人要求这样做)

To double check to avoid discrepancy 复查帐单避免出错 For discretion and politeness. 谨慎和礼貌

STEP: 12 步骤

STEP: 14 步骤

Politeness and courtesy 礼貌

TASK 任务

CHANGING USED ASHTRAY 为客人更换已使用的烟灰缸

REASON WHY 理由

- 33 -

STEP : 1 步骤

Place two clean ashtrays in left hand. 放两个干净的烟灰缸在左手

To cover used ashtray to be replaced. 替换已经用过的烟灰缸 Saves time 节约时间

STEP : 2 步骤

Take the most practical and shortest route in picking up the used ashtray. 用最便捷的方法拿到已经用过的烟灰缸 Place a clean ashtray in your right hand. 放一个干净的烟灰缸在你的右手边 Say “Excuse me” if you feel you are intruding upon the guest. 如果你觉得你挤到了客人,要对客人说“对不 起” With your right hand, place one inverted ashtray over the used ashtray (creating a clam-like effect) 用干净的烟灰缸盖住脏的烟灰缸 When the inverted ashtray has been placed on top of the used one, grasp them both with your right hand. 用右手同时拿起两个烟灰缸

STEP : 3 步骤

Preparing to cover used ashtray 准备替换已经用过的烟灰缸

STEP : 4 步骤

For politeness 礼貌

STEP : 5 步骤

To maintain cleanliness 保持干净

STEP : 6 步骤

To ensure that both ashtrays are picked up at the same time. 确保两个烟灰缸能够同时拿 起 So that no ash can escape. 确保不会有烟灰跑出来

STEP : 7 步骤

Pick both ashtrays up with your right hand. Make sure that both are sealed at all times. 拿起时不要太快,防止烟灰跑出来 Once they have been taken away from the table/bar, transfer the two ashtrays into your left hand with the one remaining ashtray being transferred into your right hand. 把从桌上收的两个烟灰缸放在左手上 With one clean ashtray in your right hand place it in the same spot where the used ashtray originally resided. 右手拿着一个新的烟灰缸,把它放在原先的烟灰 缸所放的位置上。 Take spare ashtray and used ashtray still in your left hand away from the guests. 用右手拿着备用的和已经用过的烟灰缸离开客 人。

STEP : 8 步骤

So that you can prepare to place one clean ashtray down instantly. 这样你可以立刻换上一个干 净的烟灰缸 For conformity 连贯性

STEP : 9 步骤

STEP : 10 步骤

So the guests cannot see the used ashtray. Also the used ashtray may be odorous. 这样客人就不会看到已经使 用过的烟灰缸,通常已使用 过的烟灰缸都有气味 REASON WHY 理由 Standard Company Procedure 标准操作规则

TASK 任务

CHANGING USED ASHTRAY 为客人更换已使用的烟灰缸 Remember an ashtray should be changed with no more than three butts in it. 记住,烟灰缸要及时更换,确保里面的烟蒂不超 过3个 If you have a bar tray or a service station nearby stack several ashtrays on it.

For ease of changing.

- 34 -

如果你的旁边有托盘或者靠近服务台,可以多叠 几个烟灰缸 Changing ashtrays using a service tray follows the same procedure. The only difference is that the tray stays on your left hand. 用相同的步骤,使用托盘来更换烟灰缸。不同的 是托盘是放在你的左手。 Do not leave numerous dirty ashtrays around your workplace, empty and have them washed as soon as possible. 不要在你的工作台上留下太多的脏烟灰缸,要及 时倒掉

便于更换 This applies to all F & B staff using service trays. 要求所有餐饮部的员工使用 托盘

For hygiene and sanitation 卫生、干净

TASK

ANSWERING THE TELEPHONE 接电话 Note: When the telephone rings you must: 注意:当电话铃响的时候,你必须做到以下几点

REASON WHY

STEP : 1 步骤 STEP : 2 步骤

Answer it before it rings more than three times. 在电话响起三声内接电话 Speak in a pleasant tone slowly and audibly. 用清晰,慢速、高兴的语调接电话

Standard Company Procedure 标准操作规则 So caller can understand you 这样打电话的人能够听清你 所说的话 So caller knows the outlet they have called. 这样打电话的人才能知道所 拨打的部门 For courtesy 礼貌

STEP : 3 步骤

Identify your outlet. E.g. “EZ CAFE” 说出你的部门,如 咖啡酒吧

STEP : 4 步骤

Greet the caller according to the time of day/evening. E.g. “Good Morning” 根据不同的时间向来电的人使用不同的问候语, 如“早上好” Identify yourself. E.g. “This is Xavier speaking” 自报姓名“我是 Xavier” Offer help. E.g. “How may I help you?”

STEP : 5 步骤 STEP : 6 步骤

For proper identification 指明自己的身份 For caller satisfaction and quality of service 为客人提供满意的高质量的 服务 Politeness 礼貌

提出帮助“我能帮助你吗?”

STEP : 7 步骤

Always reply with sir/madam 回答的时候记得加上“先生/小姐”的称呼

TASK 任务

TAKING RESERVATION/BOOKING 预订 Note: 注意: Whether you are taking a reservation by telephone or

REASON WHY 理由

- 35 -

person to person all of the details must be written down in your reservation book (if applicable) or on some paper, to give to the appropriate people. 注意:不论你是通过电话还是面对面地帮客人预 订,都要把所有细节写在你的预订本或是纸张上 面,然后递给相关的人员。 STEP : 1 步骤 Always smile and greet guest according to the time of day/night. E.g. “Good evening sir/madam” (Always look at the guest in the eyes) “How may I help you?” 向客人微笑,并根据当时的时间向客人问好“晚 上好,先生/小姐。”(看着客人的眼睛和客人交 流)“我有什么能帮助你的吗?” Answer any questions politely. Ask the guest for their name first. E.g. “May I have your name please sir/madam?” 有礼貌地回答每一个问题。首先要先问一下客人 的名字“我能问一下您的名字吗?” Ask for the date and time. E.g. “Excuse me sir/madam What day and what time would you like to place your reservation?” 询问预订的日期和时间,如“先生/小姐,请问您 需要在什么时间预订呢? Ask for how many guests. E.g. “For how many persons will the reservation be for sir/madam?” 问有多少的客人“先生/小姐,会有多少人来 呢?” For courtesy and good social skills 礼貌和良好的社会技能

STEP : 2 步骤

To show courtesy & professionalism. 展示礼貌和专业性

STEP : 3 步骤

To be able to check the availability on that day and time. 核对一下当时的时间有没有 冲突

STEP : 4 步骤

To be able to check the availability to accommodate that amount of guests. 核实一下是否能够容纳这么 多的人

STEP : 5 步骤

Ask whether or not they are smoking (if applicable to your outlet). E.g. “Would you like smoking or nonsmoking, sir/madam?” 询问客人是否要抽烟“请问您抽烟吗?" Ask for the guest’s telephone number. E.g. “May I have your telephone/room number please sir/madam?” 询问客人的电话号码“能告诉我你的电话号码 吗?”

For guest comfort and satisfaction 做到让客人舒适,满意

STEP : 6 步骤

For confirmation or other additional information you need to inform them about. 方便确认,及通知一些额外 的信息给他们。

TASK 任务 STEP : 7 步骤

TAKING RESERVATION/BOOKING 预订 Enquire about any special requests. I.e. Birthdays, anniversaries, honeymoon, etc. e.g. “Do you have any special requests sir/madam?” 询问是否有一些特别的要求。如,生日,周年庆 典,蜜月等,“您有什么特别的要求吗?” Repeat all the reservation details to the guest. 要向客人重复一下具体的细节。

REASON WHY 理由 To be prepared for other requests and for the staff to be properly informed. 以便准备并通知相关工作人 员 For confirmation to avoid miscommunication.

STEP : 8 步骤

- 36 -

避免出现沟通过程的错误 STEP : 9 步骤 Thank the guest for placing their reservation. E.g. “Thank you sir/madam for placing your reservation.” 感谢客人的预订“谢谢先生/小姐的预订。” If you are unable to confirm the reservation politely tell the guest and take all of the details. Inform them that either yourself or another staff member will confirm the reservation as soon as possible. 如果你不能确定预订的话,记下所有的细节,告 诉客人,不论是你还是其他的工作人员都会都会 尽快确定这件事 If your outlet is fully booked apologize to the guest. Still, take the details and inform them that you or your supervisor will contact them as soon as possible with an alternative if they wish to consider it. 如果预订已满的话,要向客人致歉。仍然要记下 细节,并告诉客人如果他们愿意考虑更改时间的 话,你和你的上司将会尽快帮他们安排并和他们 联系。 For courtesy and appreciation. 礼貌

STEP : 10 步骤

Politeness & courtesy 礼貌

STEP : 11 步骤

The supervisor may change certain bookings or offer an alternative time; there might be cancellations that you may be unaware of. 相关人员会更改相应的预订 或提供另一个时间供客人选 择。也许有些预订已经取消 了,而你却不知道。

TASK 任务 STEP : 1 步骤

SERVING CIGARETTES 提供雪茄 Take the opened cigarette pack and matches in right hand. 将已经打开的香烟盒和火柴放在你的右手边 Approach guest on their right and place the cigarette down slightly on their right in a sensible position. 走近客人的右手边,把香烟轻轻的放在他们右边 的一个适合的位置。 Say to guest, Ex. “Excuse me Sir/Madam your packet of Benson and Hedges Super Mild.” 对客人说“这时你要的 Benson and Hedges Super Mild" LIGHTING GUESTS CIGARETTES 帮助客人点烟 All service staff should always carry either a lighter or matches while on duty. 所有的服务成员在当班的时候都要随身携带个打 火机或是一盒火柴 When using matches always light and put out matches away from the guest. 点火柴或用打火机的时候要远离客人

REASON WHY 理由 Standard Company Procedure 标准操作规则

STEP : 2 步骤

So guest can reach the cigarettes and match box. 让客人能够拿的香烟和火柴 盒 To ensure you have presented the right type of cigarettes and to show courtesy. 确保你给客人提供的香烟没 有出错,而且也是一种礼貌 REASON WHY 理由 To be prepared for any circumstances that requires you to use them. 有些情况下需要你用到他们 Matches can spark when being lit. They also emit unpleasant odors when lit and when being put out. 火柴会喷出火花,而且当点 着的时候会有难闻的气味。 For courtesy and quality service

STEP : 3 步骤

TASK 任务 NOTE: 注意

STEP : 1

When you see guests taking a cigarette out of the pack, endeavor to approach the guest and offer to

- 37 -

步骤

light their cigarette. 当你看到客人把香烟从盒子里面去处的时候,尽 量朝他们走去为他们点烟 Approach guest on right hand side (when practicable) 在客人的右手边靠近他们 Leaning over slightly towards the guest and say, “Excuse me sir/madam, may I help you in lighting your cigarette?” 身体稍倾,问客人“先生/小姐,需要我为你点烟 吗?”

礼貌和有质量的服务

STEP : 2 步骤

Standard Company Procedure 标准操作规则

STEP : 3 步骤

For courtesy 礼貌

STEP : 4 步骤

Once guest has approved, light the cigarette with a lit match or lighter in your right hand. 如果客人同意的话,用你的右手为客人点烟 Step back from guest and put out lit match (if necessary) and dispose it in an ashtray or bin in the Back-of-House area. 往后退,灭掉火柴,把它扔在烟灰缸或是备餐间 PRESENTING WHITE AND ROSE WINE 提供白酒和红酒 Collect bottle from refrigerator or bar person. 从冰箱或吧台人员那里取出葡萄酒

Standard Company Procedure 标准操作规则

STEP : 5 步骤

For safety and guest comfort. 安全,让客人感到舒适

TASK 任务

REASON WHY 理由 To present to host/ess 展示给客人 To minimize bottle movement. Use waiter’s cloth for absorbing moisture and for hygiene. 减小移动的幅度,用服务生 的衣服吸掉潮气,卫生 Always present drinks and serve drinks on right hand side with your right hand. 通常在送饮料的时候,总是 要用到你的右手,并且放在 客人的右手边 So host/ess can see more easily and they can read the label. 这样客人能够很容易看到商 标 Left palm and fingers are a guide. 左手的手掌和手指有指引的 作用 Standard Company Procedures. Allows host/ess to ensure it is the correct bottle. ,让客人能够确定是否拿的 是他们所要的瓶子

STEP : 1 步骤

Carry bottle in cradle of right arm (with waiter’s cloth) close to your body next to your hip. 把瓶子放在篮子里面或是握在右手臂,靠近身体

STEP : 2 步骤

Approach host/ess on their right hand side and prepare to present the bottle to the host/ess. 靠近客人的右手边,准备把瓶子给他们

STEP : 3 步骤

Step right feet forward toward right side of the host/ess then facing the host bend forward slightly and with bottle still in forearm and base in palm. Show the bottle label to the host/ess. With open left palm all fingers directed at the label. 抬起右脚朝客人的右手边走去,弯下腰对客人瓶 子仍然放在前臂,用手掌握着,把商标给客人 看,用手指指给客人看。 Say to Host/ess: “Excuse me Sir/Madam, your bottle of:” state the vintage (if applicable), Company name, then grape variety or style. E.g. “Excuse me Sir/Madam your bottle of 1994 Taylor’s Chardonnay.” 对客人说“对不起,先生/小姐,这是您点的 酒”,向客人介绍一下这种酒,公司名字,葡萄

STEP : 4 步骤

- 38 -

的品种,“先生/小姐,这是你要的 1994 年的泰 勒白葡萄酒 STEP : 5 步骤 Wait for host/ess acknowledgement or approval that you are presenting the correct bottle. 等着客人确认酒无误 PREPARING TO SERVE A BOTTLE OF WHITE WINE 倒酒之前的准备工作 Get ice bucket and fill it up, 2/3 full using 60% of ice and 40% water 拿一个装冰桶,装满三分二,其中比例为 60%的 冰块和 40%的水, Standard Company Procedures. 等着客人确认酒无误

TASK 任务

REASON WHY 理由

If we use ice only it is difficult to place the bottle into the bucket. If we use water the bottle will become too warm. 如果我们只用冰块的话,瓶 子就很难放到桶里面,如果 我们只用水的话,瓶子的温 度又太高了 Standard Company Procedures 标准操作规则 Difficult for host to move 客人不容易碰到

STEP : 1 步骤

Take ice bucket with stand (if applicable) and place it to the right side of the host. 把冰桶立着放,把它放在客人的右手边。 Note: Not too close 注意:不要放得太近 Check to see if correct glasses are on the table. If not follow step 4. 检查看是否桌上的杯子是适合的的,如果不合适 ,按第四步做。 Collect correct glassware for each guest. 为每一位客人准备玻璃杯

STEP : 2 步骤

Some outlets do not have wine glasses on the table. 一些地方桌上没有摆放葡萄 酒的杯子 Guest must have correct drinking glasses. 客人应该有得当的饮料杯 Always carry glasses on a tray. Never by hand. Hygienic. 拿杯子的时候要放在托盘里 ,卫生 For hygiene 卫生

STEP : 3 步骤

STEP : 4 步骤

Carry glasses on a tray when serving the guests. 为客人服务的时候要把杯子放在托盘上拿给客 人。

STEP : 5 步骤

In placing glasses, with base always hold by the stem or as close to the base as possible. 摆放杯子的时候,要尽可能的把手握在杯子的底 部或根部 Standing on the right hand side of the first woman (if applicable) to the host/ess left, place the glass down on the guest right hand side. Walk clockwise and place the other glasses down for women first, then the first man (if applicable) to the host/ess left and walk clockwise placing the last glass on the right hand side of the host. 站在最靠近的第一位女士旁边,把杯子放在客人 的右手边,然后按照顺时针的方向,先给女士摆 放杯子,然后在从左手边的第一位男士开始,按 顺时针方向为男士摆放。 OPENING A BOTTLE OF WHITE AND ROSE

STEP : 6 步骤

This is the standard service sequence. 标准操作规则

TASK

REASON WHY

- 39 -

任务

WINE 开瓶(白酒和玫瑰红) Upon host/ess approval, take one step backward from the table. 在征求客人的同意后,朝桌子向前迈一步 Firmly grasp the bottle around the shoulder and beginning of neck with your left hand. 用你的左手牢牢地握着瓶子 Waiter’s cloth should remain draped evenly over left forearm at all times. 服务生要在衣服的前臂上平铺一块布料 Take waiter’s friend (wine opener) in right hand and place the end with the cutting knife in between your thumb and index finger keeping a firm grip at all times. 左手的大拇指和食指放在开瓶器切割刀的尾部, 以便牢牢地握住。 While still holding bottle in left hand take the waiter’s friend and place the other end in between your thumb and index finger keeping a firm grip at all times. 左手仍然握住瓶子,大拇指和食指放在开瓶器切 割刀的另一端,以便牢牢地握住

理由

STEP : 1 步骤

To allow yourself room for opening the bottle 给自己腾出开瓶子的空间 Narrowest part of the bottle is easier to keep a firm grip on. 瓶子的窄口处容易开启 For future use. 为了能继续使用

STEP : 2 步骤

STEP : 3 步骤

Preparing to swing open the blade out of the waiter’s friend. 拉出开瓶器的刀片

STEP : 4 步骤

To allow you to support the bottle and waiter’s friend in left hand together. Thus, allowing right hand to become free to swing open cutting blade. 让你能够同时用左手握住瓶 子和开瓶器,以便腾出右手 Blade will open up. You are then ready to cut the foil. 刀片被拉出,准备切瓶口薄 金属片 This places the waiter’s friend with blade out in your right hand. 把已经拔出刀片的开瓶器放 在你的右手

STEP : 5 步骤

Open the cutting blade by inserting your right hand thumbnail into the crevice in the blade. It will swing out to your right. 用你的右手的拇指甲塞到刀片间的空隙,把刀片 拉出。刀片被拽到你的右手边。 Take the waiter’s friend in to your right hand at the same time releasing your grip of the waiter’s friend from your left hand. 把开瓶器放到你右手,同时,把你的左手从开瓶 器的手柄中释放出来

STEP : 6 步骤

TASK 任务

OPENING A BOTTLE OF WHITE AND ROSE WINE 开瓶(白酒和玫瑰红) With waiter’s friend in right hand and blade facing you take the blade to the bottom lip of the bottom top and press the sharp side of the blade against the capsule. 右手拿着开瓶器,刀片的锋利面靠在瓶塞上 Cut the entire circumference around the capsule. 沿着瓶塞的边缘把瓶塞割开

REASON WHY 理由

STEP : 7 步骤

Cut at the bottom lip of capsule. 切割瓶塞的底部

STEP : 8 步骤

So capsule can be removed. 可以拿掉瓶塞

STEP : 9 步骤

Try to move and twist the bottle as little as possible. 尽可能地少晃动瓶子

So as to not disturb any sediment that may be inside the bottle.

- 40 -

避免有任何的沉淀物掉入瓶 内 STEP : 10 步骤 Once entire circumference of the neck has been cut use blade tip to lift the top section of the capsule of, exposing the cork. 用刀尖围着瓶颈把瓶塞的顶层掀开,现出软木塞 Removing the capsule allows us to proceed with removing the cork. 移开瓶塞,以便方便我们取 出软木塞 For cleanliness. 为了清洁

STEP : 11 步骤

Place discarded piece of capsule into your pocket. Do not put in ice bucket or on the floor. 把不用的瓶塞放在你的口袋里,不要扔在冰桶里 或地上 Close the blade back into waiter’s friend. 再把刀片合回开瓶器 If necessary with right hand pick up waiter’s cloth from left forearm and proceed to wipe the top of the bottle. 必要时用右手从左手臂拿起布,开始擦拭瓶口。

STEP : 12 步骤

For safety 安全

STEP : 13 步骤

Sometimes dampness occurs and mold can occur. Cork can also leak slightly. 有的时候会引起霉气,导致 发霉。软木塞也会慢慢的漏 气 For future use. 为了继续使用

STEP : 14 步骤

Place waiter’s cloth with right hand back onto left hand. 把服务生的布从右手放到左手上 With waiter’s friend in right hand, take it to your left hand and place the end near the blade in between your left thumb and forefinger while still holding the bottle in your left hand. 右手拿着开瓶器,当你的左手握住瓶子左手拇指 和食指 OPENING A BOTTLE OF WHITE AND ROSE WINE 开瓶(白酒和玫瑰红) Still holding waiter’s friend in left thumb and forefinger. Use your right thumb and forefinger to swing open the corkscrew to a 90-degree angle from the handle of the waiter’s friend. 用左手的拇指和食指握住开瓶器。用你的右手拇 指和食指按 30 分钟的角度摇开软木塞 Place the opened waiter’s friend in the palm of your right hand with bottle opener end facing to your left. 从软木塞的中央拔出软木塞

STEP : 15 步骤

To prepare to swing open the corkscrew. 准备摇出拔瓶塞器的螺丝锥

TASK 任务

REASON WHY 理由

STEP : 16 步骤

To open corkscrew so it can be inserted in the cork. 打开拔瓶塞器的螺丝锥,把 螺丝锥插进软木塞。

STEP : 17 步骤

To stop bottle opener from swinging freely. 避免开瓶口随意摇晃

STEP : 18 步骤

With your right thumb and forefinger, grip the base of the corkscrew firmly. Still grip the waiter’s friend with other fingers. 用你的右手的拇指和食指牢牢的抓住软木塞的底 部,其他的手指抓住开瓶器。 Bring the wine bottle in your left hand to the center

To help guide the corkscrew into the cork. 打开拔瓶塞器的螺丝锥,把 螺丝锥插进软木塞。

STEP : 19

Easier to insert corkscrew.

- 41 -

步骤

of the cork and push it in slightly. 把葡萄酒瓶放在你的左手,从软木塞的中央轻轻 地它推进去 Put the tip of the corkscrew into the center of the cork and push it in slightly. 把螺丝锥的顶部插入软木塞的中央,轻轻地拔出

便于插入螺丝锥

STEP : 20 步骤

To ensure cork is removed without pieces breaking of . 确保在没有任何破损的情况 下把软木塞拔出。 For ease of removal and ensuring no pieces will break off the cork. 便于移开软木塞,确保没有 任何的破损 If you go further the corkscrew will go through the cork causing a piece to break off into the wine. 如果你继续往里塞,螺丝锥 很可能会弄穿软木塞,引起 碎片掉入酒内。

STEP : 21 步骤

Begin to turn the waiter’s friend with your right hand clockwise. Keeping the corkscrew vertical at all times. 开始按顺时针方向转动螺丝锥,确保螺丝锥一直 保持垂直方向 Keep on turning the waiter’s friend until there is only half a spiral showing then stop. 当开瓶器的螺丝锥只有一半露在外面的时候,就 要停止继续转动了

STEP : 22 步骤

TASK 任务

STEP : 23 步骤

OPENING A BOTTLE OF WHITE AND ROSE WINE 开瓶(白酒和玫瑰红) With your left hand gripping the bottleneck and thumb supporting the cork lever. Wrap your right hand fingers around the waiter’s friend and place your thumb down the spine of the opener. 用你的左手握住瓶颈,拇指支持软木塞的平衡。 用你右手的手指握住开瓶器,把你的拇指放在开 瓶器的开口附近 Maintain a 20-30 cm distance from the bottle. 和瓶子保持 20-30 公分的距离

REASON WHY 理由

To prepare for the extraction of the cork. The thumb will give stability and leverage. 准备拔出软木塞,拇指能起 到稳定和平衡的作用。

STEP : 24 步骤

For ease of extraction and presentation. 容易取出

STEP : 25 步骤

Used your right hand and pull the handle of the waiter’s friend upward slowly and smoothly. You will feel the cork rising out of the bottle. 用你的右手,慢慢地平稳地拖出开瓶器的手柄。 你会感到软木塞也跟着出来了 When you feel that the cork is almost out, give it a slight wiggle to release the last 2-3 mm from the bottle. 当你觉得软木塞已经基本上快要全部出来的时 候,轻轻的摇一下,至少从瓶子了拉出 2-3 毫米

If you withdraw the cork too quickly, chances are the cork will break into pieces. 如果你很快地把软木塞抽出 的话,很可能导致软木塞裂 成碎片 If you pull the cork out quickly it will make an unnecessary noise. 如果你把软木塞很快地拔出 的话,很可能造成不必要的 声响 To present to the host, if necessary. 如果必要的话要给客人看一 下。

STEP : 26 步骤

STEP : 27 步骤

Once the cork is out unscrew it anti-clockwise from the corkscrew. 当软木塞已经拔出后,把它按照逆时针的方向从 螺丝锥里取出

- 42 -

STEP : 28 步骤

Place waiter’s friend in your pocket or out of sight. 把开瓶器放到你的口袋里面或是移开视线的范围

To keep your right hand free. 腾出你的右手

STEP : 29 步骤

STEP : 30 步骤

Get the cork and put aside a small plate with under liner and place it on the host/ess right hand side. (Certain circumstances do not require this to be done.) 取下软木塞,放在右手上(有的情况下是不需要 这么做的) If the guest does not need to see the cork place it in your pocket. Do not place in the ice bucket. 如果客人不想看到软木塞的话,把它放在你的口 袋里,而不要把它扔在冰桶里面。 Please note this procedure will vary depending upon whether you are left handed or right handed. 请注意,如果你是左撇子的话,这些步骤可以有所 不同。

Standard Company Procedure 标准操作规则

Standard Company Procedure 标准操作规则

TASK 任务 STEP : 1 步骤

SERVING WHITE AND ROSE WINE 为客人提供白酒和红酒 Pick up bottle with your left hand (always below the opening of the bottle). 用左手拿起瓶子(低于瓶子的开口处) Look at the bottle and find the label. 看看瓶子上的商标 Place neatly folder waiter’s cloth evenly in palm of right hand. 把熨烫平整的布平铺在右手的掌心 Place the base of the bottle with left hand into palm of right hand. 用左手把瓶子的底部放在右手的掌心 Wrap the drapes of a waiter’s cloth around the body of the bottle. Make sure the label is showing at all times. 用布把瓶身该住,确保商标能够露在外面 Grasp the bottle wrapped in the waiter’s cloth with right hand. 用右手握住用布包裹的瓶身 Spread fingers evenly around the middle of the bottle-using index finger and thumb as a stabilizer. 用手平整地围住瓶身的中间,用食指和拇指固定 住 Step right foot toward right side of the guest. 迈出右脚,靠近客人的右手边

REASON WHY 理由 For hygiene 卫生

STEP : 2 步骤

To be ready for presentation. 展示给客人

SREP : 3 步骤

For wrapping around bottle. 能包裹住瓶子 To enable you to wrap waiter’s cloth around the bottle. 确保布能完全包裹住瓶子 So hands do not touch the cold bottle. 所以手不能够碰冰的瓶子

STEP : 4 步骤

STEP : 5 步骤

STEP : 6 步骤

Standard Company Procedure 标准操作规则

STEP : 7 步骤

For ease of pouring 容易倒出

STEP : 8 步骤

To become closer to the glass. 更接近客人

STEP : 9

Tilt your back forward slightly.

To become closer to the glass.

- 43 -

步骤

轻微地弯下身体 更接近客人

STEP : 10 步骤

Keep your left hand behind your back pressed against the back of your spine. 把你的左手背到背后,架在你的脊椎骨上 Smoothly take bottle towards the glass ensuring the bottle never touches the glass. 平稳地让瓶子靠近玻璃杯,确保瓶子不要碰到玻 璃杯 SERVING WHITE AND ROSE WINE 为客人提供白酒和红酒 Proceed to pour 15 to 30mls (approximately) of white wine into host’s glass with the label facing the host/ess at all times. 往杯子里面倒入 5-30 毫升的白酒。在倒的过程, 要取保商标都是对着客人的。 (No fingers or cloth should cover the label) 手指和布不要遮住商标 Once host/ess approves, serve the first woman (if applicable) to her left then continue with other women first in a clockwise direction. Serve the first male (if applicable) to the host’s left and move clockwise eventually finishing with the host/ess. 在得到客人的认可后,为第一位女客人倒酒,然 后从她右边开始按照顺时针的方向依次先为其他 的女客人先倒酒。然后再按顺时针的方向为其他 的男客人倒酒 When pouring white wine pour the wine as steadily and slowly as possible. 在倒白酒的时候,要尽量倒得稳一点,慢一点。 Do not reach over and tilt the glass. 不要碰到杯壁和杯口 Only fill glasses half to two thirds full (unless otherwise instructed). 除非客人有要求,否则酒只要倒玻璃杯的一半或 是三分二 Turn or twist the bottle at the end. 轻轻转动一圈瓶子 After serving all the guests carefully place bottle in ice bucket on a slight angle. 在给所有的客人倒完酒后,轻轻地把瓶子放在冰 桶的里面,要保持一定的角度 Whenever possible, leave one waiter’s cloth draped over ice bucket. 留下一块布盖在冰桶上

Standard Company Procedure 标准操作规则

STEP : 11 步骤

Standard Company Procedure 标准操作规则

TASK 任务 STEP : 12 步骤

REASON WHY 理由 So the host can approve of the bottle in case of spoilage. 让客人确认商标,避免浪费 So label can be seen. 可以看到商标 This is the standard service sequence. 标准操作规则

STEP : 13 步骤

STEP : 14 步骤

So the wine doesn’t surge out of the bottle. Stops the wine from splashing. 所以不要把酒从瓶子里面涌 出来,避免酒四处飞溅 Standard Company Procedure 标准操作规则

STEP : 15 步骤

STEP : 16 步骤 STEP : 17 步骤

STEP : 18 步骤

To avoid drips 避免有酒滴下来 To keep wine chilled. For ease of picking up. 保持酒的温度,同时便于取 出 In case another staff member refills a glass, the cloth can wipe the bottle dry and be used to wrap around the bottle. 以免其他工作人员斟酒的时 候可以用这块布擦干瓶身, 包住瓶子 To ensure that the host is allowed to get a true taste of the wine.

STEP : 19 步骤

If the host/ess orders a fresh bottle always give them a new glass for tasting (unless otherwise instructed). 如果客人点了一瓶新酒,要给他们换一个杯子

- 44 -

(除非有特别的要求)

确保客人能够品尝到纯正的 口味

TASK 任务 STEP : 1 步骤 STEP : 2 步骤

PRESENTING RED WINE 准备红酒 Collect bottle from cellar or bar person. 从地窖或是吧台人员那里拿酒 Carry bottle in cradle of right arm (with waters cloth) close to your body next to your hip. 用你的右手,把酒装在篮子里面带给客人(要有 一块布料盖在上面),篮子要靠近你的腰部

REASON WHY 理由 To present to host/ess 给展示给客人 To minimize bottle movement. Use waiter’s cloth for presentation and for hygiene. 减小瓶子的晃动,用布是为 了展示给客人看,也是为了 卫生 Always present drinks and serve drinks on right hand side with your right hand. 通常在展示酒或倒酒时总是 站在右边,用且是用右手 So host/ess can see more easily and they can read the label. 以便客人能够更容易地看 到、读到商标

STEP : 3 步骤

Approach host/ess on their right hand side and prepare to present the bottle to the host/ess. 靠近客人的右手边,准备把瓶子展示给客人

STEP : 4 步骤

Step right foot forward toward right side of the host/ess then, facing the host, bend forward slightly and with bottle still in forearm and base in palm. Show the bottle label to the host/ess. 迈出右脚,朝客人的右手边走去,面对客人,身 体略倾,瓶子仍然放在前臂的手掌中。 给客人看瓶子的商标。 With open left palm all fingers directed at the labe. 用左手所有手指指向商标 Say to Host/ess: “Excuse me Sir/Madam, your bottle of :” : state the vintage (if applicable), Company name, then grape variety or style. E.g. “Excuse me Sir/Madam your bottle of 1982 Robert Mondavi Cabernet Sauvignon” 对客人说“先生/小姐,您要的酒”,介绍这瓶酒 的年限,公司的名称,葡萄的种类“先生,这是 您点的 1982 年的红葡萄酒 Wait for host/ess acknowledgement or approval that you are presenting the correct bottle. 等待客人确认你所提供的酒是正确的

Left palm and fingers are a guide 左手的手掌和手指是用来指 引的 Standard Procedures. Allows host/ess to ensure it is the correct bottle. 标准操作规则。让客人确认 商标是否正确

STEP : 5 步骤

STEP : 6 步骤

Standard Company Procedure 标准操作规则

TASK 任务 STEP : 1 步骤

PREPARING TO SERVE RED WINE 为客人倒红酒前的准备工作 Check to see if correct glasses are on the table. If not follow step 2. 检查一下是否桌上已摆放了相应的杯子,如果没 有,按第二步来做 Correct glassware for each guest.

REASON WHY 理由 Some outlets do not have wine glasses on the table. 有些地方没有放葡萄酒杯在 桌子上 Guest must have correct

STEP :2

- 45 -

步骤

给每一位客人摆放正确的杯子

drinking glasses. 客人要有正确的饮料杯 Always carry glasses on a tray. Never by hand. Hygiene. 要把盘子放在托盘里面,不 要直接用手拿,卫生 For hygiene. 卫生

STEP : 3 步骤

Carry glasses on a tray. 把杯子放在托盘的里面

STEP : 4 步骤

When placing glasses, always hold it by the stem or as close to the base as possible. 当摆放杯子的时候,要握住杯子的根部或是杯子 的底座 Standing on the right hand side of the first woman (if applicable) to the host/ess left. Place the glass down on the guest right hand side, walk clockwise ad place the other glasses down for women first. Next the first man (if applicable) to the host/ess left, and walk clockwise, placing the last glass on the right hand side of the host. 站在最靠近的第一位女士旁边,把杯子放在客人 的右手边,然后按照顺时针的方向,先给女士摆 放杯子,然后在从左手边的第一位男士开始,按 顺时针方向为男士摆放。 OPENING A BOTTLE OF RED WINE 开红酒 Upon host/ess approval, take one step backward from the table. 在征求客人的同意后,朝桌子向前迈一步

STEP : 5 步骤

This is the standard service sequence. 标准操作规则

TASK 任务 STEP : 1 步骤

REASON WHY 理由 To allow yourself a space for opening the bottle. 给自己腾出开瓶子的空间

STEP :2 步骤

Firmly grasp the bottle around the shoulder and beginning of neck with your left hand. 用你的左手牢牢地握着瓶子 Waiter’s cloth should remain draped evenly over left forearm at all times. 服务生要在衣服的前臂上平铺一块布料 Take waiter’s friend (wine opener) in right hand and place the end with the cutting knife in between your thumb and index finger with the knife facing outwards. 左手的大拇指和食指放在开瓶器切割刀的尾部, 以便牢牢地握住。 While still holding bottle in left hand, take the waiter’s friend and place the other end in between your thumb and index finger, keeping a firm grip at all times. 左手仍然握住瓶子,大拇指和食指放在开瓶器切 割刀的另一端,以便牢牢地握住

Narrowest part of the bottle is easier to keep a firm grip on. 瓶子的窄口处容易开启。 For future use. 为了能继续使用

STEP : 3 步骤

Preparing to swing open the blade out of the waiter’s friend. 拉出开瓶器的刀片

STEP : 4 步骤

To allow you to support the bottle and waiter’s friend in left hand together, thus allowing right hand to become free to swing open cutting blade. 让你能够同时用左手握住瓶 子和开瓶器,以便腾出右手 Blade will open up. You are then ready to cut the foil. 刀片被拉出,准备切瓶口薄 金属片

STEP : 5 步骤

Open the cutting blade by inserting your right hand at the same time releasing your grip of the waiter’s friend from your left hand. 用你的右手的拇指甲塞到刀片间的空隙,把刀片

- 46 -

拉出。刀片被拽到你的右手边。 STEP : 6 步骤 Take the waiter’s friend into your right hand at the same time releasing your grip of the waiter’s friend from your left hand. 把开瓶器放到你右手,同时,把你的左手从开瓶 器的手柄中释放出来 With waiter’s friend in right hand and blade facing you, taking the blade to the bottom lip of the bottom top and press the sharp side of the blade against the capsule. 右手拿着开瓶器,刀片的锋利面靠在瓶塞上 Cut the entire circumference around the capsule 沿着瓶塞的边缘把瓶塞割开 This places the waiter’s friend with blade out in your right hand. 把已经拔出刀片的开瓶器放 在你的右手 Cut at the bottom lip of capsule 切割瓶塞的底部

STEP : 7 步骤

STEP : 8 步骤

To remove capsule from the bottle 可以拿掉瓶塞

TASK 任务 STEP : 9 步骤

OPENING A BOTTLE OF RED WINE 开红酒 Try to move and twist the bottle as little as possible. 尽可能地少晃动瓶子

REASON WHY 理由 So as to not disturb any sediment that may be inside the bottle. 避免有任何的沉淀物掉入瓶 内 Removing the capsule allows to proceed with removing the cork. 移开瓶塞,以便方便我们取 出软木塞 For cleanliness and as a standard Procedure 为了清洁,标准操作规则

STEP : 10 步骤

Once entire circumference of the neck has been cut, use blade tip to lift the top section of the capsule, exposing the cork. 用刀尖围着瓶颈把瓶塞的顶层掀开,现出软木塞

STEP : 11 步骤

Place discarded piece of capsule into your pocket. Do not put on the floor. 把不用的瓶塞放在你的口袋里,不要扔在冰桶里 或地上 Close the blade back into the waiter’s friend. 再把刀片合回开瓶器 If necessary use right hand to pick up waiter’s cloth from left forearm and proceed to wipe the top of the bottle. 必要时用右手从左手臂拿起布,开始擦拭瓶口。

STEP : 12 步骤 STEP : 13 步骤

For safety 为了安全 Sometimes dampness occurs and mold can occur. Cork can also leak slightly. 有的时候会引起霉气,导致 发霉。软木塞也会慢慢的漏 气 For future use. 为了继续使用

STEP : 14 步骤

Place waiter’s cloth with right hand back onto left hand. 把服务生的布从右手放到左手上 With waiter’s friend in right hand, take it to your left hand. Place the end near the blade in between your left thumb and forefinger while still holding the bottle in your left hand. 右手拿着开瓶器,当你的左手握住瓶子左手拇指

STEP : 15 步骤

To prepare to swing open the corkscrew. 准备摇出拔瓶塞器的螺丝锥

- 47 -

和食指 STEP : 16 步骤 Still holding waiter’s friend in left thumb and forefinger, use your right thumb and forefinger. Swing open the corkscrew to a 90-degree angle from the handle of the waiter’s friend. 用左手的拇指和食指握住开瓶器。用你的右手拇 指和食指按 90 度角摇开软木塞 Place the opened waiter’s friend in the palm of your right hand with bottle opener end, facing to your left. 从软木塞的中央拔出软木塞 With your right thumb and forefinger gripping the base of the corkscrew firmly, waiter’s friend with other fingers. 用你的右手的拇指和食指牢牢的抓住软木塞的底 部,其他的手指抓住开瓶器。 OPENING A BOTTLE OF RED WINE 开红酒 Bring the wine bottle in your left hand to the center of your chest, at least 20cm away from your body. 把葡萄酒瓶放在你的左手,离胸口 20 厘米的地 方的 Put the tip of the corkscrew into the center of the cork and push it in slightly. 把螺丝锥的顶部插入软木塞的中央,轻轻地拔出 To open corkscrew so it can be inserted in the cork. 打开拔瓶塞器的螺丝锥,把 螺丝锥插进软木塞。

STEP : 17 步骤

To stop bottle opener from swinging freely. 避免开瓶口随意摇晃 To help guide the corkscrew into the cork 打开拔瓶塞器的螺丝锥,把 螺丝锥插进软木塞。

STEP :18 步骤

TASK 任务 STEP :19 步骤

REASON WHY 理由 It would be easy to insert corkscrew. 便于插入螺丝锥

STEP : 20 步骤

To ensure cork is removed without pieces breaking of. 确保在没有任何破损的情况下 把软木塞拔出。 For ease of removal and ensuring no pieces will break of the cork. 便于移开软木塞,确保没有任 何的破损 If you go further, the corkscrew will go through the cork, causing a piece to break off into the wine. 如果你继续往里塞,螺丝锥很 可能会弄穿软木塞,引起碎片 掉入酒内。 To prepare for the extraction of the cork. The thumb will give stability and leverage. 准备拔出软木塞,拇指能起 到稳定和平衡的作用。

STEP : 21 步骤

Begin to turn the waiter’s friend with your right hand clockwise, keeping the corkscrew vertical at all times. 开始按顺时针方向转动螺丝锥,确保螺丝锥一直 保持垂直方向 Keep on turning the waiter’s friend until there is only half a spiral showing, then stop. 当开瓶器的螺丝锥只有一半露在外面的时候,就 要停止继续转动了

STEP : 22 步骤

STEP : 23 步骤

With your left hand gripping the bottleneck and thumb supporting the cork lever, wrap your right hand fingers around the waiter’s friend and place your thumb down the spine of the opener. 用你的左手握住瓶颈,拇指支持软木塞的平衡。 用你右手的手指握住开瓶器,把你的拇指放在开 瓶器的开口附近

STEP : 24 步骤

Keeping the bottle a comfortable distance in front of your body, 20-30cm away. 和瓶子保持 20-30 公分的距离

For ease of extraction and presentation 容易取出

- 48 -

STEP : 25 步骤

Proceed to use your right hand and pull the handle of the waiter’s friend upward slowly and smoothly. And feel the cork rising out of the bottle. 用你的右手,慢慢地平稳地拖出开瓶器的手柄。 你会感到软木塞也跟着出来了

If you withdraw the cork too quickly, you enhance the opportunity to break the cork. 如果你很快地把软木塞抽出 的话,很可能导致软木塞裂 成碎片 If you pull the cork out quickly, it will make an unnecessary noise. 如果你把软木塞很快地拔出 的话,很可能造成不必要的 声响 REASON WHY 理由 To present to the host if necessary. 如果必要的话要给客人看一 下。 Release right hand for use. 腾出你的右手

STEP : 26 步骤

When the cork is almost out, give it a slight wiggle to release the last 2-3 mm from the bottle. 当你觉得软木塞已经基本上快要全部出来的时 候,轻轻的摇一下,至少从瓶子了拉出 2-3 毫米

TASK 任务 STEP : 27 步骤

OPENING A BOTTLE OF RED WINE 开红酒 Once the cork is out, unscrew it counter-clockwise from the corkscrew. 当软木塞已经拔出后,把它按照逆时针的方向从 螺丝锥里取出 Place waiter’s friend in pocket or out of sight. 把开瓶器放到你的口袋里面或是移开视线的范围

STEP : 28 步骤

STEP : 29 步骤

Get the cork and a side small plate with under liner and place it on the host/ess right hand side (Certain circumstances do not require this to be done). 取下软木塞,放在右手上(有的情况下是不需要 这么 If the guest does not need to see the cork, place it in pocket. 如果客人不想看到软木塞的话,把它放在你的口 袋里,而不要把它扔在冰桶里面。 Please note this procedure will vary depending upon whether you are left handed or right handed. 请注意,如果你是左撇子的话,这些步骤可以有所 不同。 Additional information: A wine basket should never be used for pouring at a table. Its purpose is to hold the bottle steady for opening, keeping it as near to horizontal as possible. 额外信息:装酒的篮子在倒酒的时候要把它卸下 来。篮子在开瓶的时候保持瓶子稳定性,尽量让 瓶子保持水平状态

Standard Company Procedure 标准操作规则

STEP : 30 步骤

Standard Company Procedure 标准操作规则

TASK 任务 STEP : 1 步骤

SERVING RED WINE 为客人提供红酒 Pick up bottle with your left hand (always below the opening of the bottle).

REASON WHY 理由 For hygiene 卫生

- 49 -

用左手拿起瓶子(低于瓶子的开口处) STEP : 2 步骤 Look at the bottle and find the label. 看看瓶子上的商标 Place neatly folded waiter’s cloth evenly in palm of right hand. 把熨烫平整的布平铺在右手的掌心 Place the base of the bottle with left hand into palm of right hand. 用左手把瓶子的底部放在右手的掌心 Wrap the drapes of a waiter’s cloth around the body of the bottle. Make sure the label is showing at all times. 用布把瓶身该住,确保商标能够露在外面 Grasp the bottle, wrapped in the waiter’s cloth, with right hand. 用右手握住用布包裹的瓶身 Spread fingers evenly around the middle of the bottle, using index finger and thumb as stabilizers. 用手平整地围住瓶身的中间,用食指和拇指固定 住 Step right foot toward right side of the guest. 迈出右脚,靠近客人的右手边 So you know where the label is. 为了展示给客人 For wrapping around the bottle. 为了能包裹住瓶子 To enable you to wrap waiter’s cloth around the bottle. 确保布能完全包裹住瓶子 Standard Company Procedure 标准操作规则

STEP : 3 步骤

STEP : 4 步骤

STEP : 5 步骤

STEP :6 步骤

Standard Company Procedure 标准操作规则

STEP : 7 步骤

For ease of pouring. 容易倒出

STEP : 8 步骤 STEP : 9 步骤 STEP : 10 步骤

To become closer to the glass. 更接近杯子 To become closer to the glass. 更接近杯子 Standard Company Procedure 标准操作规则

Tilt your back forward slightly. 轻微地弯下身体 Keep your left hand behind your back and press against the back of your spine. 把你的左手背到背后,架在你的脊椎骨上 Smoothly take bottle towards the glass, ensuring the bottle never touches the glass. 平稳地让瓶子靠近玻璃杯,确保瓶子不要碰到玻 璃杯 Proceed to pour 15 to 30 mls (approximately) of red wine into host’s glass. Label must face the host/ess at all times. 往杯子里面倒入 15-30 毫升的红酒。在倒的过 程,要取保商标都是对着客人的。 (No fingers or cloth covering the label) 手指和布不要遮住商标

STEP : 11 步骤

Standard Company Procedure 标准操作规则

STEP : 12 步骤

So host/ess can approve of the bottle if it may be spoiled. So they can see the label. 让客人确认商标

TASK 任务 STEP : 13 步骤

SERVING RED WINE 为客人提供红酒 Once host/ess approves, proceed to serve the first woman (if applicable) to their left then continue with woman first in a clockwise direction. Serve the first male (if applicable) to the host/ess’ left and move clockwise eventually finishing with the host/ess.

REASON WHY 理由 This is the standard service sequence. 标准操作规则

- 50 -

在得到客人的认可后,为第一位女客人倒酒,然 后从她右边开始按照顺时针的方向依次先为其他 的女客人先倒酒。然后再按顺时针的方向为其他 的男客人倒酒 STEP : 14 步骤 When pouring red wine, pour the wine as steadily and slowly as possible. 在倒白酒的时候,要尽量倒得稳一点,慢一点。 Do not reach over and tilt the glass. 不要碰到杯壁和杯口 Only fill glasses half to two thirds full (unless otherwise instructed). 除非客人有要求,否则酒只要倒玻璃杯的一半或 是三分二 Turn or twist the bottle at the end. 轻轻转动一圈瓶子 So the wine does not surge out of the bottle. Stops the wine splashing. 所以不要把酒从瓶子里面涌 出来,避免酒四处飞溅 Standard Company Procedure 标准操作规则

STEP : 15 步骤

STEP : 16 步骤

To avoid drips. 避免有酒滴下来

STEP : 17 步骤

After serving all of the guest and host/ess, carefully place the bottle on the host/ess right. 在给所有的客人倒完酒后,小心地把瓶子放在右 边 When placing the bottle on the table, use a wine coaster (if available) or a doilied side plate underneath. 在把瓶子放在桌上的时候,要用杯垫或是把有小 餐布的盘子垫在下面 It should be placed approximately 30-40cm away from the host/ess, but still within a reachable distance for the host/ess. 瓶子要放在离客人 30-40 厘米的地方,但也要让 客人能够够得着的地方 Ensure the label is facing towards the host/ess. 确保商标对着客人 Present the cork to the host/ess, if necessary on their right hand side on a doilied side plate. 把软木塞给客人看一下,必要时把它放有垫布的 盘子上 SERVING RED WINE 为客人提供红酒 If the host/ess orders a fresh bottle, always give them a new glass for tasting (unless otherwise instructed). 如果客人点了一瓶新的酒,要给他们换上新的杯 子(除非有特殊的要求) Please note this procedure will vary depending upon whether you are left handed or right handed. 这些操作根据你习惯用左手还是右手来决定

Standard Company Procedure 标准操作规则

STEP : 18 步骤

To prevent rings appearing on the linen or bare table. 避免戒指等掉到桌布或是空 桌子上

STEP : 19 步骤

Standard Company Procedure 标准操作规则

STEP : 20 步骤 STEP : 21 步骤

So they can see the label. 让客人确认商标 Standard Company Procedure 标准操作规则

TASK 任务 STEP : 22 步骤

REASON WHY 理由 To ensure host/ess is allowed to get a true taste of the wine. 确保客人能够品尝到纯正的 口味

TASK

PREPARING TO DECANT WINE

REASON WHY

- 51 -

任务 STEP : 1 步骤

准备非整瓶酒 Get necessary equipment for decanting wine. 准备非整瓶酒所需的必要设施 1 x Bottle (Already opened). 1 瓶已经开启的酒 2 x Waiter’s cloth 2 块服务巾 1 x Candle (and matches or lighter) or Flashlight (or any bright light source) 1 根蜡烛(火柴或打火机)或是手电筒(或任何 光源) 1 x Decanter (Carafe or any vessel made out of inert material) 1 个容器(玻璃杯或是试管能够把里面的酒导 出) Ensure you have the necessary room for decanting e.g. service station, table or gueridon trolley. 确保你有足够的空间来处理非整瓶酒,例如:服 务台,桌子,手推车 Place the light source e.g. candle directly in front of you. 把光源,如蜡烛等放在你的前方 To the left of the light source place the decanter. 在光源的左边放下容器 To the right of light source, place the opened bottle (upright). 在光源的右边打开瓶子(垂直)

理由 To decant 倒酒 In case of spillage 避免溢出 To see where sediment is in the bottle 能够看到杯子里面是否有沉 淀物 For pouring the wine into from the bottle. 把酒从杯子里面倒出来

STEP : 2 步骤

This procedure needs room to be executed correctly. 这个步骤需要足够的空间来 正确操作 Preparing to decant. 准备装酒

STEP : 3 步骤

STEP : 4 步骤 STEP : 5 步骤

Preparing to decant 准备装酒 Preparing to decant keep bottle upright so the sediment (if any) remain at eh bottom of the bottle. 把瓶子垂直摆放,确保沉淀 物能够留在瓶底

STEP : 6 步骤

Place waiter’s cloth in between light source and decanter. Ready to use if necessary. 把服务巾摆放在光源和容器的中间,以备必要的 时候使用 DECANTING WINE 装非整瓶酒 Ensure light source is on or alight. 确保光源已经备好 Pick up bottle with your right hand, holding it below of the shoulder at all times. 用右手把瓶子拿起,把它握在肩下 Wipe the lip of the bottle with your waiter’s cloth 用服务巾擦试瓶口 Pick up decanter with your left hand, holding it below the opening at all times. 用左手拿起容器,要握在容器的开口下放

For cleanliness 为了干净

TASK 任务 STEP : 1 步骤 STEP : 2 步骤

REASON WHY 理由 To see through the bottle. 能够看清瓶子里面 So you can see through the shoulder of the bottle. 能够看到瓶子的里面 For hygiene. 卫生 For hygiene 卫生

STEP : 3 步骤

- 52 -

STEP :4 步骤

Bring both the bottle and decanter in front of you. (20-30cm away from of your chest) 把瓶子和容器都放在你的前方(离你的胸前 2030 厘米的地方) Place the shoulder of the bottle directly above the light source. 把瓶子直接放在光源的上面 Tilt the bottle and decanter slightly and slowly begin pouring. 轻微地倾斜瓶子和容器,把酒慢慢地倒出

Preparing to decant 准备装酒

STEP : 5 步骤

So the light passes through the bottle. 光线能够透过瓶子 Pour slowly or else wine will surge and spill. 要倒得慢一点,以防酒涌出 或溢出来 To monitor for sediment. 避免沉淀物

STEP : 6 步骤

STEP : 7 步骤

Look through the bottle into the light source, and see the wine passing above the light source on its way to the decanter. 把瓶子对着光源,透过光源看看瓶子的里面 At the beginning, the wine should be clear (If not place bottle upright for as long as possible before recommencing). 刚开始也许酒看上去没有杂质(尽量让瓶子垂直 地多放一会) When sediment appears, normally towards the end of the pouring, stop and leave the dregs in the bottom of the bottle. 当出现杂质的时候,马上停止,让它沉到瓶底 If there is no sediment, keep on pouring until the entire bottle has been transferred into the decanter. 如果没有杂质,就一直往里倒,直到瓶子里面的 酒全部都倒到杯子里面 DECANTING WINE 装非整瓶酒 Upon completion, gently place down both bottle and decanter on table. 倒完以后把瓶子和容器一起放在桌子上 Put out the light source. 灭掉光源 With waiter’s cloth evenly hanging on left hand, the decanted wine can now be presented to the host/ess. 把服务巾平铺在你的左手,把非整瓶酒端给客人 Note: This procedure may vary depending upon whether you are right handed or left handed. 这些操作根据你习惯用左手还是右手来决定

STEP : 8 步骤

To allow sediment to settle on the base of the bottle. 让沉淀物沉到瓶底

STEP : 9 步骤

The sediment is unsightly to the eye and tastes bitter. 杂质影响视觉和口感

STEP : 10 步骤

We decant wine sometimes so that it can aerate. 我们倒酒的时候会产生气泡

TASK 任务 STEP : 11 步骤

REASON WHY 理由 So as not to disturb the wine with rapid movement. 这样酒就不会剧烈振动 Utensil is no longer required. 不再需要容器 For approval by the host/ess. 得到客人的认同

STEP : 12 步骤 STEP : 13 步骤

TASK

PRESENTING DECANTED WINE

REASON WHY

- 53 -

任务 STEP : 1 步骤

准备给客人上非整瓶酒 Wine that is to be decanted should be presented before it is opened. 酒瓶在打开之前要给客人看一看 Upon completion of decanting, the bottle should be placed on the host/ess right. 在装完酒之后,瓶子要放在客人的右手边 When placing the bottle on the table, use a wine coaster (if available) or a doilied side plate underneath. 把瓶子放在桌子上的时候,要用酒杯垫或是有小餐 布的盘子垫在下面 Placed 30-40cm away from the host/ess within a reachable distance for the host/ess. 瓶子要放在离客人 30-40 厘米的地方,但也要让 客人能够够得着的地方

理由 Standard Company Procedure 标准操作规则

STEP : 2 步骤

Standard Company Procedure 标准操作规则

STEP : 3 步骤

To prevent rings appearing on linen or bare table. 避免戒指等掉到桌布或是空 桌子上

STEP : 4 步骤

So they can see the label. 让客人能够看到商标 Standard Company Procedure. 标准操作规则 So they can see the label. 让客人能够看到商标 Standard Company Procedure. 标准操作规则 Standard Company Procedure 标准操作规则

STEP : 5 步骤

Ensure the label is facing towards the host/ess, on a doilied laid to the right of the host/ess. 确保商标对着客人 Present the cork, if necessary, on a doilied plate to the right of the host/ess. 把软木塞给客人看一下,必要时把它放有垫布的 盘子上放在客人的右手边

STEP :6 步骤

TASK 任务 STEP : 1 步骤 STEP : 2 步骤

SERVING FROM A DECANTER 给客人倒非整瓶酒 Keep waiter’s cloth evenly draped on left forearm. 把服务巾平铺在前臂 Pick up decanter with right hand, always below the opening. 用右手把容器拿起,但要低于开口处 Walk steadily with decanter in right hand and left hand underneath, approaching the host/ess. 右手拿着容器,左手拖着底部慢慢地走到客人的面 前

REASON WHY 理由 For any drips or spillage 避免酒滴出或是溢出 For hygiene 卫生

STEP : 3 步骤

Do not move quickly so it will disturb the wine. 不要移动得太快,否则会影响 酒

STEP : 4 步骤 STEP : 5 步骤 STEP :6 步骤

Step right foot toward right side of the guest. 用右脚迈到客人的右手边 Tilt your back forward slightly. 轻微地弯下身体 With waiter’s cloth in left hand, keep hand behind your back, pressed against the back of your pine. 把服务巾放在左手,把手放在背后,贴着你的脊背

To become closer to the glass. 靠近玻璃杯 To become closer to the glass. 靠近玻璃杯 Standard Company Procedure 标准操作规则

- 54 -

STEP : 7 步骤

Smoothly, take decanter towards the glass, ensuring the bottle never touches the glass. 把容器拿到玻璃杯的附近,确保瓶子不会碰到玻璃 杯 Proceed to pour 15 to 30 mls (approximately) of wine into host’s glass. 倒 15-30 毫升的酒到客人的杯子里面 Once the host/ess approves, proceed to serve the first woman (if applicable) to their left and continue with woman first in a clockwise direction. Serve the first male (if applicable) to the host/ess’ left and move clockwise eventually finishing with the host/ess. 在得到客人的认可后,为第一位女客人倒酒,然 后从她右边开始按照顺时针的方向依次先为其他 的女客人先倒酒。然后再按顺时针的方向为其他 的男客人倒酒

Standard Company Procedure 标准操作规则

STEP : 8 步骤

So host/ess can approve of the bottle it may be spoiled. 征求客人的同意 This is the standard service sequence. 标准操作规则

STEP : 9 步骤

TASK 任务 STEP : 10 步骤

SERVING FROM A DECANTER 给客人倒非整瓶酒 When pouring wine from a decanter pour as steadily and slowly as possible. 在倒白酒的时候,要尽量倒得稳一点,慢一点。 Do not reach over and tilt the glass. 不要倾斜玻璃杯 Only fill glass half to two thirds full (unless otherwise instructed). 酒只要倒玻璃杯的一半或是三分二(除非客人有 要求) Twist the decanter at the end. 轻轻转动一圈瓶子 After serving all the guests. Carefully, place decanter on a coaster or on doilied side plate near host/ess. 在给所有的客人倒完酒后,把容器放在杯垫或是有 垫布的盘子里

REASON WHY 理由 So the wine does not surge out of the decanter and spill everywhere. 所以不要把酒从瓶子里面涌 出来,避免酒四处飞溅 Standard Company Procedure 标准操作规则

STEP : 11 步骤

STEP : 12 步骤 STEP : 13 步骤

To avoid drips. 避免有酒滴下来 Standard Company Procedure 标准操作规则

TASK 任务

PRESENTING CHAMPAGNE / SPARKLING WINE 展示香槟或气泡酒 Collect bottle from refrigerator or bar person. 从地窖或是吧台人员那里拿酒 Carry bottle in cradle of right arm (with waiters cloth) close to your body next to your hip. 用你的右手,把酒装在篮子里面带给客人(要有 一块布料盖在上面),篮子要靠近你的腰部

REASON WHY 理由

STEP : 1 步骤 STEP : 2 步骤

To present to Host/ess 展示给客人 To minimize bottle movement. Use waiter’s cloth for absorbing moisture and for hygiene. 减小瓶子的晃动,用布是为 了展示给客人看,也是为了 卫生

- 55 -

STEP : 3 步骤

Approach host/ess on their right hand side and prepare to present the bottle to the host/ess. 靠近客人的右手边,准备把瓶子展示给客人

Always present drinks and serve on right hand side with your right hand. 通常在展示酒或倒酒时总是 站在右边,用且是用右手 So Host/ess can see more easily and they can read the label. 以便客人能够更容易地看 到、读到商标 Left palm and fingers are a guide. 左手的手掌和手指是用来指 引的 Standard Company Procedures. Allows host/ess to ensure it is the correct bottle. 标准操作步骤。让客人确认 商标是否正确

STEP : 4 步骤

Step right foot forward toward right side of the host/ess. Facing the host/ess, bend forward slightly and with bottle still in forearm and base in palm. Show the bottle label to the host/ess with open left palm all fingers directed at the label. 迈出右脚,朝客人的右手边走去,面对客人,身 体略倾,瓶子仍然放在前臂的手掌中。给客人看 瓶子的商标。用左手所有手指指向商标 Say to Host/ess: “Excuse me Sir/Madam, your bottle of:”: state the vintage (if applicable), Company name, then grape variety or style. E.g. “Excuse me Sir/Madam your bottle of 1996 Moet Chandon Brut.” 对客人说“先生/小姐,您点的酒”,介绍这瓶酒 的年限,公司的名称,葡萄的种类“先生,这是 您要的 1996 年的香槟酒 Wait for host’s acknowledgement or approval that you are presenting the correct bottle. 等待客人确认你所提供的酒是正确的

STEP : 5 步骤

STEP : 6 步骤

Standard Company Procedure 标准操作规程

TASK 任务

PREPARING TO SERVE A BOTTLE OF CHAMPAGNE/SPARKLING WINE 准备提供香槟或气泡酒 Get ice bucket and fill it up, 2/3 full using 60% of ice and 40% water. 拿一个装冰桶,装满三分二,其中比例为 60%的 冰块和 40%的水,

REASON WHY 理由

STEP : 1 步骤

If we use ice it will be difficult to place the bottle into the bucket. If we use water the bottle will become too warm. 如果我们只用冰块的话,瓶 子就很难放到桶里面,如果 我们只用水的话,瓶子的温 度又太高了 Standard Company Procedures 标准操作规则 Difficult for host to move 客人不容易碰到

STEP : 2 步骤

Take ice bucket with stand (if applicable) and place it to the right side of the host. 把冰桶立着放,把它放在客人的右手边。 Note: Not too close. 注意:不要放得太近 Check to see if correct glasses are on the table. If not, follow steps. 检查看是否桌上的杯子是适合的的,如果不合适 ,按下一步做。

STEP : 3 步骤

Some outlets do not have champagne glasses on the table. 一些地方桌上没有摆放葡萄 酒的杯子

STEP : 4 步骤

Collect correct glassware for each guest. 为每一位客人准备适当的玻璃杯

Guest must have correct drinking glasses. 客人应该有得当的饮料杯

- 56 -

STEP : 5 步骤

Carry glasses on a tray to guests. 为客人服务的时候要把杯子放在托盘上拿给客 人。

Always carry glasses on a tray and never by hand. Hygienic 拿杯子的时候要放在托盘 里,卫生 For hygiene 卫生

STEP : 6 步骤

When placing glasses,, always hold them by the stem or as close to the base as possible. 摆放杯子的时候,要尽可能的把手握在杯子的底 部或根部 Standing on the right hand side of the first woman (if applicable) to the host/ess left, place the glass down on the guests right hand side. Walking clockwise, place the other glasses down for women first, and the first man (if applicable) to the host/ess left and walk clockwise placing the last glass on the right hand side of the host. 站在最靠近的第一位女士旁边,把杯子放在客人 的右手边,然后按照顺时针的方向,先给女士摆 放杯子,然后在从左手边的第一位男士开始,按 顺时针方向为男士摆放。

STEP : 7 步骤

This is the standard service sequence. 标准服务程序

TASK 任务

OPENING A BOTTLE OF CHAMPAGNE OR SPARKLING WINE 给客人倒香槟或气泡酒 Upon host/ess approval, take one step backward from the table. 在得到得人的同意后,从桌子往后退一步 Place left hand around the bottle, approximately 7-10 centimeters, from the top of bottle. Shift waiter’s cloth to the left hand, covering the wrist drape, should hang evenly. 左手握在瓶口下方 7-10 公分的位置上,把服务巾 放在左手边,盖住手腕 With right hand, remove the top 4cm of foil from the top of the bottle. 用右手,从瓶口移出金属薄片 4 公分。 Note: Some bottles have perforated foil with a tab protruding. Remove the tab anti-clockwise. 注意:瓶口有一个突起的金属薄片,按逆时针方 向把金属薄片移开

REASON WHY 理由

STEP : 1 步骤

To allow yourself room for opening the bottle. 给自己足够的开瓶空间 To keep right hand free for removal of foil an wire muzzle. 腾出右手,移开喷口的金属 薄片

STEP : 2 步骤

STEP : 3 步骤

To access the wire muzzle. For ease of removal 接近金属薄片,以便移出

STEP : 4 步骤

Place the bottle on a 45 degree angle 把瓶子放成 45 度角

Stops the cork from making loud noises when opened. 避免开瓶的时候瓶塞产生巨 响 For safety in case cork flies out it could hit a guest. 为了安全起见,避免瓶塞飞 出,伤到客人 For Safety in case cork flies out

STEP : 5 步骤

Point the bottle away from all guests. 把瓶子从客人身边移开

STEP : 6

Place left hand further up tot he neck of the bottle so

- 57 -

步骤

that your index finger covers the top of the muzzle. 把右手移到瓶颈上,让你的食指能够盖住金属片 的顶部 With right hand, find wire loop attached to the muzzle and proceed to turn it 4.5 times counterclockwise. 用右手找到附在金属片上的铁环,按逆时针方向 转 4.5 下 Open wire muzzle and ensure that the entire muzzle is away from the edge of the bottle. 打开金属薄片,确保薄片能够从瓶子的边缘移开

unexpectedly. 为了安全起见,避免瓶塞意 外飞出 To prepare for removal of wire muzzle. 准备移开金属薄片

STEP : 7 步骤

STEP : 8 步骤

Ensures no difficulty in removing muzzle and cork together. 确保能够同时拿出金属薄片 和瓶塞 Offers protection in case cork flies out. 避免瓶塞飞出 REASON WHY 理由

STEP : 9 步骤

Place folded waiter’s cloth over the top of the cork. 把折好的服务巾盖在瓶塞上

TASK 任务

OPENING A BOTTLE OF CHAMPAGNE OR SPARKLING WINE 给客人倒香槟或气泡酒 With your right hand, firmly grasp the cloth and neck of bottle. 用右手牢牢的握住服务巾及瓶颈 Place left hand at base of bottle and proceed to turn the bottle (not the cork) slowly, back and forth. 左手握着瓶子的底部,开始慢慢的前后转动瓶子 (不是瓶塞) Keep right hand firmly grasping the cloth and top of the bottle and feel the cork to loose. Remember keep the bottle at 45 degrees facing away from the guests. 让右手牢牢地握住服务巾和瓶口,确认瓶塞是不 是已经彻底松开了。记住,要保证瓶子朝 45 度 角对着客人。 When the cork is almost out, gently pull the cork out with your cloth and right hand. If the bottle is open correctly, there should be a little sound. 当瓶塞差不多要出来的时候,用右手拿着布把瓶 塞取出。如果瓶子开得正确的话,声音就会很 小。 Place cork and wire muzzle in your pocket. Never place into ice bucket. If you have no pocket, discreetly retain in your left hand that is behind you back and discard at a later date. 把瓶塞和金属薄片放在你的口袋里面。不要放在 冰桶里面。如果你没有口袋的话,小心地把它们 放在左手,把手背到后面去,过一会扔掉。 Please note this procedure will vary depending upon whether you are left handed or right

STEP : 10 步骤

For protection in case cork flies out. 避免瓶塞飞出 It is easier to turn the bottle than the cork. 摇动瓶子比摇动瓶塞容易

STEP : 11 步骤

STEP : 12 步骤

For guest safety 为了客人的安全

STEP : 13 步骤

To give correct serving with minimal distraction for the guests. 提供完善的服务,把给客人 到来的不便降到最低

STEP : 14 步骤

Standard Company Procedure 标准操作规则

- 58 -

handed. 注意:这些步骤的操作取决于你习惯用左手还是 右手

TASK 任务 STEP : 1 步骤

SERVING CHAMPAGNE / SPARKLING WINE 给客人倒香槟或气泡酒 Pick up bottle with your left hand (always below the opening of the bottle). 用你的左手拿起瓶子(握在瓶口的下放) Look at the bottle and find the label. 看看瓶子找到商标 Place your right hand around the bottle on the other side to the label. 把你的右手放在没有贴商标的另一端 Use index and thumb as a stabilizer around the bottle. 用食指和拇指来固定住瓶子 Step right foot toward right side of the guest. 迈出右脚靠近客人的右边 Tilt your back forward slightly. 轻微地弯下身子 With waiter’s cloth in left hand, keep your left hand behind your back pressed against the back of your spine. 左手拿着服务巾,把手背在后面,靠在脊背上 Smoothly, take bottle towards the glass, ensuring that the bottle never touches the glass. 平稳地把瓶子朝玻璃杯倒去,确保瓶子不会碰到 玻璃杯 Proceed to pour 15 to 30 mls (approximately)of champagne/sparkling wine into host’s flute. 往客人的被子里倒入 15-30 毫升的香槟/气泡酒 Label facing the guest at all times. (No fingers covering the label) 商标要时刻地对着客人(手指不能把商标盖住) Once host/ess approves, proceed to serve the first woman (if applicable) to their left then continue with woman first in a clockwise direction. Serve the first male (if applicable) to the host/s left and move clockwise eventually finishing with the host/ess. 在得到客人的认可后,为第一位女客人倒酒,然 后从她右边开始按照顺时针的方向依次先为其他 的女客人先倒酒。然后再按顺时针的方向为其他 的男客人倒酒

REASON WHY 理由 For hygiene 卫生

STEP : 2 步骤 STEP : 3 步骤

So you know where the label is. 知道标签在哪里 So the guest can see the label. 这样客人能看到商标

STEP : 4 步骤

For ease of pouring and safety. 便于倒出,安全

STEP : 5 步骤 STEP : 6 步骤 STEP : 7 步骤

To become closer to the flute 靠近杯子 To become closer to the flute 靠近杯子 Standard Company Procedure 标准操作规则

STEP : 8 步骤

Standard Company Procedure 标准操作规则

STEP : 9 步骤

So host can approve of the bottle it may be spoiled. 客人会同意的,否则会造成 瓶子的破损 So they can see the label. 客人能够看到商标 This is the standard service sequence. 标准服务流程

STEP : 10 步骤

- 59 -

TASK 任务 STEP : 11 步骤

SERVING CHAMPAGNE/SPARKLING WINE 给客人倒香槟或气泡酒 When pouring champagne/sparkling wine, pour the wine as steadily and slowly as possible. 在倒香槟或是气泡酒的时候要尽量地稳和尽量地 慢。 Do not reach over and tilt the glass. 不要碰到杯壁或是杯口

REASON WHY 理由 So the wine does not surge out of the bottle. Stops the wine from foaming and creating froth only. 这样酒不会从瓶子里面溢 出,避免葡萄酒气泡

STEP : 12 步骤

Only fills flutes half full (unless otherwise instructed). 只要倒满杯子的一半 (除非有特别的要求) Turn the bottle at the end. 轻轻地转动瓶子 After serving all the guests, carefully, place bottle in ice bucket on a slight angle. 在给所有的客人倒完酒后,把瓶子稍微倾斜地放 在冰桶里面 Whenever possible, leave one waiter’s cloth draped over ice bucket. 如果可能的话,放一块服务巾盖在冰桶上

So the wine does not become warm. 避免酒的温度过高

STEP : 13 步骤 STEP : 14 步骤

To avoid drips 避免酒滴出 To keep champagne cold. For ease of picking up. 让香槟保持冰凉,容易取出

STEP : 15 步骤

In case another staff member may refill a glass, the cloth can wipe the bottle dry. 如果工作人员要给杯子加酒 的话,可以用服务巾把瓶子 擦干 To ensure the host is allowed to get a true taste of the wine. 确保客人能够品尝到纯正的 口味

STEP :16 步骤

If the host/ess orders a fresh bottle, always give them a new glass for tasting (unless otherwise instructed). 如果客人点了一瓶新的酒,要给他们换上新的杯 子

TASK 任务

POURING BEER FROM A CAN/BOTTLE 倒啤酒 NOTE: When pouring beer from a can/bottle into a glass, it can sometimes be difficult to pour without the appearance of too much foam. There are numerous solutions to this as shown below. 注意:在把啤酒从瓶子里面倒到玻璃杯的时候, 很难作到不产生任何的泡沫,下面有几种解决的 方法

REASON WHY 理由

STEP : 1 步骤

Proceed taking beer and other drinks to the table for service. When filling the glass with beer pour it at a slow steady pace and endeavor to pour the beer to flow down on the opposite side wall of the glass. 把啤酒和其他饮料送的桌上,在往玻璃杯倒酒 时,要尽量慢和稳,尽量把酒沿着杯壁倒出

To prevent too much foam in the glass. 避免杯子里产生太多的泡沫

- 60 -

STEP : 2 步骤

If the beer glass is already full and there is still some more beer remaining in the can/bottle, leave the can/bottle on the right side of the beer glass. 如果杯子已经装满了,瓶子里面还有啤酒的话, 把瓶子放在玻璃杯的右边 POURING BEER FROM A CAN/BOTTLE 从瓶子里倒出啤酒 NOTE: There are some important things to remember in pouring a can/bottle of beer at the guest’s table. 注意:在给客人倒酒时要记住一些重要的事项

So that the guest consumes the whole can/bottle of beer. 这样客人能够喝到整瓶的啤 酒

TASK 任务

REASON WHY 理由

STEP : 1 步骤

Ensure to open the top of the can/bottle beer before approaching the guest and you have one glass prepared for each beer ordered. 确定在你靠近客人的时候,啤酒瓶的盖子已经开 起来了。要给每一瓶啤酒准备一个玻璃杯 Place the glass down on the right hand side of the guest. 把杯子放在客人的右手边 Ask the guest politely, “Would you like me to pour your beer for you sir/madam.” If they say no, place the beer can/bottle on the right hand side of the glass a 3:00 o’clock position. If the guest says yes, proceed with the following steps. 礼貌地问客人“先生/小姐,您要我帮您把啤酒倒 出来吗?如果客人说不用,把啤酒瓶放在离玻璃 杯 15 度角的地方。如果客人说可以的话,按照 步骤倒酒。 Bring the beer can/bottle of the drink tray, with your right hand and begin to pour the beer very slowly (ensure that the can/bottle does not touch the rim of the glass). 从饮料托盘里取下啤酒,用你的右手开始慢慢地往 里倒酒(确保瓶子不会碰到杯壁) Whilst pouring the beer slowly on the opposite inside wall of the glass, watch the glass filling with beer (if the beer starts appearing to have too large amount of head, stop for a few seconds, until the head subsides, then proceed. 对着玻璃杯的杯壁慢慢地倒入,看着杯子装满(如 果杯子出现大量的泡沫,稍停片刻,直到泡沫消失, 在继续往里倒) Stop pouring beer when the glass is already full. There should only be approximately 2-3cm volume of head in the glass (though some guests may prefer a larger head). If there is some remaining beer in the can/bottle place it on the right hand side of the glass at 3: 00 o’clock position. 当杯子满的时候,就停止倒酒。在杯口要留出 2-3 公分(有些客人还喜欢留得更多)。如果瓶子里面

It can be difficult to open the top of the beer with one hand holding a tray. 在一只手握着盘子的时候是 很难开启啤酒盖的 Standard Company Procedure 标准操作规则

STEP : 2 步骤

STEP : 3 步骤

Some guests may like to pour their own beer. 有些客人喜欢自己倒酒

STEP : 4 步骤

For hygiene 卫生

STEP : 5 步骤

To ensure the beer does not appear to foam too much. 确保啤酒不会产生太多的泡 沫 For guest satisfaction. 让客人满意

STEP: 6 步骤

To minimize the head from appearing too much 避免出现过多的气泡

- 61 -

还剩有啤酒的话,把它放在玻璃杯右边 3 点钟的 位置上

TASK 任务 STEP : 7 步骤

POURING BEER FROM A CAN/BOTTLE 从瓶子里倒出啤酒 Remove empty can/bottle with your right hand from the guest’s right hand side and place it on your tray and return it to the Bar or Back-of-House. 用右手把空瓶子从客人的右手边移开,放在你的 托盘上,回到吧台或是管事部。 When the beer glass has only 1/3 of beer remaining politely ask the guest if he/she would care for another beer. E.g “Excuse me Sir/Madam would you care for another beer?” 当杯子里面只剩三分一的啤酒的时候,可以礼貌 的问客人是否再要一杯“先生/小姐,您要在来一 杯吗?”

REASON WHY 理由 Standard Company procedure 标准操作规则

STEP : 8 步骤

To increase sales and ensure guest satisfaction. 增加销量,确保客人满意

TASK 任务

STEP : 1 步骤

STEP : 2 步骤

POURING BEER ON A TRAY FROM A CAN/BOTTLE 在托盘上把啤酒从瓶子里面倒出 NOTE: If you have only one beer to pour to your guest or your last drinks is a beer can/bottle you can follow these steps: 注意:如果你要给客人倒啤酒的时候,可以遵循以 下的步骤 You should have one beer glass and one opened beer can/bottle left on your tray. Place the beer glass on a 9:00 o’clock position on your tray. Shift your left hand over to the left underside of the tray. 你要在你的盘子的左边放上一个啤酒杯和一瓶已 经开的啤酒。把啤酒的玻璃杯放在托盘的 9 点钟 的位置上,把你的左手放在托盘的左下方 Grip with your left thumb the base of the beer glass and press down on it holding the tray and the glass together. 把你的拇指摁住啤酒杯的底部,让盘子和玻璃杯牢 牢挨在一起 Pick the can/bottle of the tray. You should now be able to tilt the tray and glass together to a 4:00 to 5: 00 o’clock position. 把盘子里的杯子拿起,把盘子放在 4 点的角度,杯 子放在 5 点的角度上 With the glass and tray tilted bring the can/bottle with your right hand to the glass and slowly begin pouring (ensure the can/bottle does not touch the rim of the glass). 用右手把酒慢慢倒入玻璃杯内(确保瓶子不要碰到 杯壁)

REASON WHY 理由

To ensure the tray is still balanced. 确保盘子的平衡

To secure the glass and tray. 确保杯子和托盘的安全

STEP : 3 步骤

Tilting the tray and glass allows easier pouring of the beer. 倾斜盘子和玻璃杯,让啤酒 容易倒出

STEP : 4 步骤

To minimize foam. 减少泡沫 For hygiene 卫生

- 62 -

STEP : 5 步骤

Slowly pour the beer down the inside wall of the glass watching the glass at all time. 慢慢地把啤酒沿着玻璃杯的杯壁倒入,随时观察杯 子的情况 When the glass is 2/3 to ¾ full straighten the tray and glass to a horizontal position, then fill the rest of the glass. 在杯子已经装满三分二或是四分三的时候,让盘子 恢复原来的水平位置,倒入剩下的水。 When the glass is full place the glass down with your right hand on the guest right hand side. If there is any beer left in the can/bottle place it on the right side of the glass in a 3:00 o’clock. 当杯子装满的时候,用你的右手把杯子放在客人 的右手边.如果还瓶子里面还有酒剩余的话,酒把 酒放在玻璃杯的 3 点钟的地方

To monitor the amount of foam. 控制泡沫的数量

STEP : 6 步骤

For guest satisfaction. 让客人满意

STEP : 7 步骤

Standard Company procedure 标准操作规则

TASK 任务 STEP : 1 步骤

POLISHING GLASSWARE 擦试玻璃杯 Prepare service tray or glass rack, dry clean and lint free cloth, metal container or stainless bucket with hot water. 准备盘子,玻璃杯架,干爽清洁的软麻布,装满热水 的金属容器或是不锈钢的桶 Cover left hand with clean and lint free cloth. Pick up the glass with right hand by the stem from the rack. 左手拿着干净的软麻布,右手从架子里拿玻璃杯 Dip tip of the rim into the hot or boiling water and allow vapour to rise into the glass. 把杯口放入热水或是沸水里面,让水蒸气进入杯子

REASON WHY 理由 To ensure clean and spotless glassware. 确保干净没有圬质的玻璃杯

STEP : 2 步骤

Avoid touching the rim of the glass with hand. 避免用手触摸杯子的内壁

STEP : 3 步骤

Removes any detergent or chemical residue. For easy cleaning. 取出清洁剂和化学杂质,便于 清洗 Preparing to polish 准备擦试

STEP : 4 步骤

Using your right hand put end part of towel into the glass. 用右手把毛巾放进杯子里面 With left hand still on the base, put right thumb into the glass and firmly press the rest of the fingers on outside. 左手仍然握着杯座,把左手的大拇指升入玻璃杯, 其它手指牢牢地压在杯子的外边 With cloth inside and outside of glass, twist left and right hands repeatedly in opposing directions. 让布里外裹着杯子,左右来回重复擦拭 Check cleanliness by pulling out the right hand with cloth and holding the glass up towards a light. 把右手和布从杯子里面抽出,把杯子放在灯光下检 查杯子是否已经干净

STEP : 5 步骤

To polish 擦拭

STEP : 6 步骤

To polish and clean thoroughly 彻底擦拭和清洁

STEP : 7 步骤

To make sure that no marks or stains remain. 确保没有残留任何的标记和 污渍

- 63 -

STEP : 8 步骤

Arrange polished glasses on a tray with a cloth under liner, or place in a rack. 把布垫在擦好的杯子的下面放在盘子里面,或是把 它们摆到架子上

Getting ready for distribution or storage. 准备分发和存放

STEP : 9 步骤

If any glassware is chipped or broken, separate. 如果有杯子破损或残缺,把他们归出来

To avoid being served to guests. 避免提供给客人

STEP : 10 步骤

Broken glassware should be immediately discarded. 破损的杯子要马上扔掉

For safety 安全

TASK 任务 STEP : 11 步骤

POLISHING GLASSWARE 擦试玻璃杯 Inform your supervisor of broken glassware and record necessary information. 向你的上级报告杯子的破损情况,并对破损纪录进 行登记

REASON WHY 理由 To monitor and maintain consistent par levels 控制和保持账目平衡

STEP : 12 步骤

Secure properly all glasses when arranging them on a tray. 在把玻璃杯摆放在盘子上的时候,要特别小心

To avoid breakage. 避免破损

Please note this procedure will vary depending upon whether you left handed or right handed. 这些步骤取决于你习惯用左手还是右手

TASK 任务

PREPARING BASIC DRINK GARNISHES 准备基本的饮料装饰 NOTE: The first thing a barperson should do when he or she starts a shift is to make sure that there are enough garnishes, to last the shift. Garnishing a drink is the easiest part of bartending. Cutting garnishes is part of the daily routine for a barperson. The basic garnishes, which require cutting, are limes, lemons, oranges, and pineapple. 注意:吧台的工作人员在倒班的时候要做的第一件 事就是看看是否有足够的装饰品。装饰饮料是酒 吧工作人员相对容易的一件事。修剪装饰品也是 吧台工作人员要做的一件日常工作。需要修剪的 装饰有,酸橙,柠檬,橘子,菠萝 You will need the following items 你需要准备下列工具 1x Cutting Board 1 块案板 1x Sharp Knife

REASON WHY 理由

- 64 -

1 把尖刀 2x Gloves 2 副手套 1x Tongs 1 把钳子 1x Garnish Tray for Garnishes 一个装饰盘 STEP : 1 步骤 Put on clean gloves before you gather the fruit. 在你拿水果之前清戴上一个干净的手套 For hygiene. 卫生

STEP : 2 步骤 STEP : 3 步骤 STEP : 4 步骤

Gather lemon/orange and place on the cutting board. 把柠檬/橘子等收集好,放在案板上 Cut the lemon/orange in halve lengthwise. 把柠檬/橘子等纵向切开 Place one half of the lemon with the flesh facing downward on the cutting board. 把已经切开的水果的果肉的那一面盖在案板上 Cut slices approximately 4 mms wide and discard both ends of the fruit. 按大约 4 毫米的厚度来切,把水果的两头都切掉

For safety and hygiene. 安全和卫生 To prepare for slicing. 准备切片 For stability. 稳定性

STEP: 5 步骤

Standard Company Procedure 标准操作规则

STEP : 6 步骤 TASK 任务 STEP : 7 步骤

After slicing the fruit pick up garnishes with the tongs and place in the appropriate tray or bucket. 在切完以后把这些装饰物用钳子把它钳起来,放 在盘子或是桶里面 PREPARING BASIC DRINK GARNISHES 准备基本的饮料装饰 Wash thoroughly all utensils used and place in their original position. 把所有已经使用过的容器彻底地洗干净,把它们 再放回原来的位置

For hygiene. 卫生

REASON WHY 理由 For hygiene. So other staff knows where the utensils are. 卫生,让其他的工作人员知 道容器放在哪里 For hygiene and safety. 为了卫生和安全

STEP : 8 步骤

Any fruit that is not to be used must be wrapped in cling wrap and stored in a fringe. 没有用的水果必须把它包好放在边上或是存放在 冰箱里面 NOTE: Some barpersons place a small incision in the middle of the fruit so it can straddle the rim of the drink. 注意:有些吧台的工作人员在水果片的中间切了 一个小口, 以便可以把水果片插放在杯口上

TASK 任务

BUILDING A DRINK 给饮料装饰 NOTE: The building of a drink is done directly in the glass that will be served to the guest.

REASON WHY 理由 Standard Company Procedure 标准操作规则

- 65 -

注意:直接装饰在一会儿要给客人使用的杯子上 面 STEP :1 步骤 The first step in creating a drink is choosing the proper glass for the designated drink and filling it with ice. 装饰饮料的第一个步骤就是针对客人所点的饮料 选择适合的玻璃杯然后装上冰块 Unless ordered “Straight up”, all drinks are served with a full glass of ice. 除非客人要求“不加冰”所有的饮料都要装满一 整杯的冰 If the drink does not begin with a full glass of ice, the drink will require a greater amount of mixer to fill the glass. The alcohol too will be diluted in process and it will therefore taste like a weaker drink. Weaktasting drinks translate into unhappy guests. 如果没有一整杯的冰块,就要加很多别的混合物 让玻璃杯能后装满。这样酒味就会被冲淡了,客 人就会觉得味道太淡了。客人会感到不愉快。 The next step is adding the different ingredients to the glass. As might be expected, this is the part of making a mixed drink, which requires the most skill. 下一步就是往杯子里面加入不同的成分。这是制 造混合型饮料的一个部分,需要很多的技巧 The addition of liquor should be very exact. To add the proper amount of liquor, use either a jigger or an optic measure. 另外加进去的成分要准确无误。分量要刚好,可 以用计量杯,也可以用目测 The addition of mixers is less exact. If there is only one mixer (like Coke in a Rum and Coke), it is added after the liquor and should fill the remainder of the glass. 额外的混合物则无须那么精确。如果只有一种混 合物(像朗姆酒加可乐),加可乐就只要把玻璃 杯加满就可以了。 To avoid spillage, fill to about 1cm from the rim of the glass. If there are two primary mixers, equal parts of each are added. 避免溢出,装到离玻璃杯壁 1 厘米的地方。如果 只有两种混合物,那就两种对半加 BUILDING A DRINK 给饮料装饰 With two primary mixers, the first mixer fills the remainder of the glass halfway and the second mixer fills the glass to the top. 两种主要的混合物,第一种先装玻璃杯的一半, 第二种再把玻璃杯装满 To ensure correct amount of liquor. 确保饮料的容量刚好 Standard Company Procedure 标准操作规则

STEP : 2 步骤

Standard Company Procedure 标准操作规则

STEP : 3 步骤

The full glass of ice is not only to keep the drink cold, but also to give the drinks a stronger taste of alcohol. 一整杯的冰块不仅可以保持 饮料的冰爽,而且可以让饮 料有浓烈的酒精味。

STEP : 4 步骤

STEP : 5 步骤

STEP : 6 步骤

To avoid overfilling the glass. 避免溢出玻璃杯

TASK 任务 STEP: 7 步骤

REASON WHY 理由

- 66 -

STEP : 8 步骤

Examples of secondary mixers, such as lime juice, grenadine, or tabasco, make up only a small part of a drink. In most cases, secondary mixers can be added either before or after primary mixers. 如果是次要的混合物,如酸橙汁,糖浆或是红辣 椒制成的极辛辣的调味料,就只占饮料的一小部 分。在多数情况下,这种添加剂可以在主要饮料 的前面或后面添加 Secondary mixers are usually strong tasting and therefore should be added sparingly. These measurements will usually be either a dash (5ml. Or less) 这种添加剂通常味道都很浓烈所以要谨慎添加。 测量方法就是用手轻轻地抖一下(5 毫升或更 少) After the addition of the various mixers the drinks are ready for the garnish. Depending on the garnish and is time permits, give it a squeeze and drop it into the drink. Complete the drink by adding a straw or mixing rod (if necessary) and serve. 在给饮料加完添加剂后就要准备给饮料装饰了。 取决于现有装饰物和所允许的时间。先对水果进 行挤压,然后把它滴入饮料中。然后放上吸管或 搅拌棍。 NOTE: The chronological order in the making of a mixed drink. 注意:制作混合饮料的顺序 Standard Company Procedure 标准操作规则

STEP : 9 步骤

STEP : 10 步骤

Standard Company Procedure 标准操作规则

STEP : 11 步骤

If applicable, garnish the rim of the glass, usually with salt or sugar (this is only on a handful of drinks) 如果合适的话,装饰玻璃杯的边缘,通常用盐或 是糖(这只是少数的饮料) Fill the designated glass with ice. 在特定的杯子上装满冰块

For taste and presentation. 为了品尝和展示

STEP : 12 步骤

To ensure to serve the drink at the correct temperature. 确保给客人所提供的酒温度 刚好 Standard Company Procedure 标准操作规则

STEP : 13 步骤

Pour the primary liquor into the glass. 把主要的饮料倒入玻璃杯中

TASK 任务 STEP : 14 步骤 STEP : 15 步骤

BUILDING A DRINK 给饮料装饰 Pour the secondary liquor into the glass. 把次要的饮料倒入玻璃杯中 Pour the primary mixers into the glass (in most cases steps 5 and 6 are interchangeable; however, certain drinks require step 6 to follow step 5). 把主要的混合物倒入杯中(在大多数的情况下, 第 5 步和第 6 步可以相互替换。但是有些饮料却 必须先按先后顺序)

REASON WHY 理由 Standard Company Procedure 标准操作规则 Standard Company Procedure 标准操作规则

- 67 -

STEP : 16 步骤 STEP : 17 步骤 STEP : 18 步骤 STEP: 19 步骤

Pour the secondary mixers into the glass. 把次要的混合物倒入杯中 Add the garnish to the glass. 把装饰物放在杯子上 Add a straw or mixing rod to the drink.(if applicable) 加入吸管或搅拌棍 Serve with a coaster or napkin. (if applicable) 提供杯垫和纸巾

Standard Company Procedure 标准操作规则 For presentation. 展示 For guest comfort. 让客人感到舒服 Standard Company Procedure 标准操作规则

TASK 任务

BUILDING MORE THAN A DRINK 准备多种饮料 NOTE: 注意 When more than one drink is ordered at the same time, it will speed the process considerably if the person makes the drinks simultaneously. 当同时点多种饮料,客人要同时要的时候,要适 当的提高操作的速度

REASON WHYS 理由

For efficient service. 能够更有效地服务

STEP: 1 步骤

This is done by lining up the glasses as close to each other as possible, and adding ice to those glasses, which require. 把杯子尽可能地挨得近一点排列,在有需要的杯 子里面加上冰块 Drinks having common ingredients should be made next to each other. 要加入相同混合物的饮料要挨在一起摆放 For example, if the drink order calls for: 如客人点 2x Vodka and Tonics 1x Gin and Tonic 1x Screwdriver 1x Bourbon on the Rocks Lined up three-highball glass followed by two old fashion glasses, all to be filled with ice. 掺有冰水的威士忌饮料杯要配上两个古典杯,都 加满冰块 Begin by pouring 30ml. of bourbon into the first oldfashioned glasses. The Bourbon on the Rocks is now complete. 倒入 30 毫升的 Bourbon 到第一个古典杯 。Bourbon 加冰已经完成 Pour 30 ml. of vodka into the next old-fashioned glass. 倒入 30 毫升的 Vodka 到第二个古典杯里面。 Proceed to the remaining drinks, which call for

For speed. 提高速度

STEP: 2 步骤

For ease of making. 容易操作

STEP:3 步骤

STEP:4 步骤

Standard Company Procedure 标准操作规则

STEP:5 步骤

Standard Company Procedure 标准操作规则

STEP:6 步骤

Standard Company Procedure 标准操作规则

STEP:7

Standard Company Procedure

- 68 -

步骤

vodka and gin.2 vodkas and 1 gin should be poured into each of the remaining highball glasses and 1 shot of vodka. into the old-fashioned glass. 剩余的饮料把如:Gin tonic,Vodka tonic,它们分别 装到剩余的威士忌饮料杯里。Vodka tonic 放在古 典杯里面 BUILDING MORE THAN A DRINK 准备多种饮料 It is now time for the mixers. First, fill the three glasses in the middle, the Gin and Tonic and the two Vodka and Tonics, with tonic water. 首先,加入 Gin,Tonic,Vodka 和 Tonic 水 Fill the old-fashioned glass with orange juice to complete the Screwdriver. Garnish the tonics with lemon slices. 往古典杯里加入橙汁 用一片柠檬装饰 Tonicj Add mixing rods to the drinks for all glasses. Finally, serve the drinks. 把搅拌棍放入所有的饮料杯,给客人送上饮料。

标准操作规则

TASK 任务

REASON WHY 理由

STEP : 8 步骤

Standard Company Procedure 标准操作规则

STEP :9 步骤

Standard Company Procedure 标准操作规则

STEP:10 步骤

This method has no wasted time or tasks. Each bottle and mixer is pulled out and used only once. At first, mixing a number of drinks at the same time will be confusing, but with practice it will come naturally. 这种做法不会浪费时间。每 个瓶子和搅拌棍只使用一 次。刚开始的时候同时混合 这么多的饮料也许会混,但 是通过锻炼就会熟练。 REASON WHY 理由

TASK 任务

THE SIX GENERAL DRINK CATEGORIES 6 种普通的饮料类别 NOTE: 注意: Bar service is a much-discussed topic with. Many individuals starring their method and measurements as correct. To avoid confusion and in consistency, bar service standard has been implemented. This standard will be a guideline. However, there will be certain situations as in guest requests that will require you to be flexible. 吧台的服务是一个有争议的话题。许多人都把他 们的方法和测量的标准当作是正确的。为了避免 混乱和保持连贯性,吧台的服务标准还没有完 成。这个标准将会是一个指引方向。但是在有些 情况下,需要你灵活应用 CONVERSION TABLE 1 ounce =30ml. 1 盎司=30 毫升 ½ ounce=15ml 1/2 盎司=15 毫升

Standard Company Procedure 标准操作规则

- 69 -

1/3 ounce=10 ml 1/3 盎司=10 毫升 ¼ ounce=7.5ml 1/4 盎司=7.5 毫升 1 shot=30ml. or 1 ounce 1 盎司=30 毫升或 1 盎司 1 nip=30 ml. or 1 ounce 1 盎司=30 毫升或 1 盎司

F & B SERVICE STAFF JOB DESCRIPTIONS Name of staff : Position : Service Staff Area of Assignment : Dining/ Lobby Lounge/ Room Service Responsible to: Supervisor/ Manager Responsible for: Food Runner / Busboy Main Purpose of the Job: The Waiter or Service staff under the guidance of the Supervisor/ Manager and according to Company policies and procedures will carry out his duties based on the following fundamentals:  Maintains the highest standard of professional ethics  Emphasizes and projects a high image for the Restaurant  Is concerned with the operating objectives of Resort Hotel Key Function: He is responsible for the control of several tables in a service station, maximizing the prompt efficiency and of highest quality of food & beverage service and ensuring guest satisfaction according to the Hotel standard.

Key Result Area: Guest Satisfaction Main Duties responsibilities Ensures highest quality service for tables assigned. Takes food and beverage orders as per Restaurant standard. Delivers food from kitchen and beverages from dispense bars. Assists Busboy in clearing tables if necessary. Follows sequences of work during set-up time and service time. Has to know in details food and beverage items present in menu. Handles guest request in a courteous manner repeating their request to make sure that guest's message was properly understood. Reports immediately to Superior any misunderstanding, problem or accident with guest or staff. Communicates constructively with guests to assess their satisfaction. If not satisfied, follow up with an immediate action. Receives a training with willingness to learn and focus carefully on various elements and tasks taught on a regular basis.

Key Result Area: Employee satisfaction - 70 -

-

Signs in and out of duty as soon as reaching or leaving outlet. Attends pre-meal briefings, listen carefully to instructions given by Superiors concerning today's service achievements. Is well, tidy, groomed, disciplined and honest at all times. Reports immediately to his supervisor any misunderstanding, problem or accident with a guest or the staff.

Key Result Area: Financial Performance - Follows up opening and closing procedures. - Informs Superior on damages immediately after noticing them. - Presents checks and ensuring smooth co-operation with cashiers. - Is aware of any activities/ events operating within the Restaurant in order to promote and maximize sales. - Suggests and practice ways of reducing costs without affecting the quality and standard of the Restaurant. - Ensures energy and water saving. Key Result Area: Environmental Awareness - Informs superior if all cleaning plans and procedures were followed. - Handles all operating equipment with extra care to avoid unnecessary breakage, damage or cost for repair and maintenance. - Operates all equipment as per the operating guidelines. - Has full knowledge of the Restaurant safety and emergency procedures. - Complies with statutory and requirements for fire, health and safety, and hygiene regulations. - Is aware of all local customs. Fundamental attitude factors:  May be called upon a times to perform other duties which are not included in this job description.  The ultimate objective of the Service staff performance is the achievement of total customer satisfaction.  A key responsibility for the Waiter/ Service Staff is to establish and maintain a good relationship with superiors, colleagues and subordinates at all times. Technical Knowledge: Expected to be familiar with competence in the use of the following tools: Point of Sale Scanner, point of sale terminal work station and printers, point of sale credit or debit verification kits, card readers, desktop computer. Skills: Requires a person with excellent interpersonal who demonstrates friendly communication, who is attuned to customer needs, complaints handling, efficiency in food and beverage service and display good hygiene. I confirm that I have read and agreed this job description explaining the main duties & responsibilities of my job: Signed: Print name: Date: Issued by: ( Manager) Print name: (Job Holder)

- 71 -

Date:

Position: Banquet waiter/waitress
Job Summary: 岗位概述:  Follow up the brand standard to serve the guests and be able to anticipate the guest’s requirement.  按照酒店品牌标准对客服务,预计客人的需求,并及时满足客人合理要求 Duties & Responsibilities: 职责义务:        
 

           
 

   

To provide the service to the established service sequence and procedures in the departmental operations manual (SOP, Back to Basic). 根据部门内部的服务标准服务。 To provide high standard of quality and speedy service. 为客人提供高标准,高效率,高质量的服务。 Prepare side table. 准备边台。 To prepare mise-en-place and perform side duties. 做好开餐前的准备工作。 To fold napkins during slow periods. 服务前,要为客人将口布叠好。 To run opening and closing procedures established. 根据建立好的程序来执行上班前及结束的工作。 To have a thorough understanding and knowledge of all food items in the menu. 深刻理解并掌握菜单里面的食品知识。 To ensure that the service station and surrounding area is clean and well organized at all times. 时刻保持边台及周围的干净程度。 To reduce operating supplies spoilage and wastage. 减少浪费及损坏。 To handle guest enquiries in a courteous and efficient manner. 对客人的询问要有礼貌,迅速的回答。 To fully understand and adhere to the Departmental Operations Manual. 深刻理解部门的相关政策。 To maintain a good rapport and working relationships with own colleagues and other departments 与本部门及其他部门同事保持一种良好的合作关系 To provide courteous and professional service at all times. 时刻为客人提供有礼貌,专业的服务。 To undertake any reasonable tasks and secondary duties as assigned by the banquet manager/asst manager and shift leaders. 服从经理助理及主管分配的工作。 - 72 -

                   

To attend all training sessions organized by the Banquet Manager or Training Department. 积极参加部门经理或培训部组织的培训课程。 To assist in carrying out quarterly, bi-yearly, yearly inventory of operating equipment. 协助盘点。 To report for duty punctually wearing the correct uniform and name badges at all times. 时刻穿着干净整洁的工服,并佩带完好无损的铭牌。 To provide a courteous and professional service at all time 时刻提供有礼貌的,专业的服务。 To have a complete understanding of and adhere to the Hotel’s Policies relating to Fire, Hygiene, Health and safety. 深刻理解防火,卫生安全等饭店的相关政策。 To maintain a high standard of personal appearance and hygiene at all times. 时刻保持高水准的仪容仪表。 To have a complete understanding of the Hotel’s associate handbook and adhere to the regulation contained within. 理解并遵守饭店的员工守则的内容。 To carry out any other reasonable duties and responsibilities as assigned. 完成上级领导分配的其他工作。 To attend all training sessions/programs that are requested by the Hotel’s Management. 积极参加店方组织的培训课程。 When the guest like pick up food all together, need follow up leader arrangement 在客人要求同时上菜时,按领导之前分配好的工作

Job Knowledge / Skill: 专业知识技能:  Service Sequence 服务程序。  Brand Knowledge 品牌知识。  Back to Basic 最基本的知识。  Knowledge of Food and Beverage 食品及酒水知识。  Operating Equipment Orientation 运营设备的操作。 Hotel Rules and Regulations 遵守饭店的规章制度

I confirm that I have read and agreed this job description explaining the main duties & responsibilities of my job: Signed: Print name: Date: Issued by: ( Manager) Print name: Date: (Job Holder)

- 73 -

Position: Supervisor

Job Summary: To assist the outlet manager/ Supervisor in the smooth and efficient operation of the assigned outlets. Operate the outlets under the direction from the outlet manager as per the standards and procedures and practice managerial principles, in order to achieve departmental goals, in terms of guest satisfaction, financial targets, and training and high employee morale
岗位概述:

确保餐厅、酒吧及宴会的顺利运作,并超越客人的期望。根据标准与程序将餐厅作为生意单位来经营。作为餐厅 经理应不断提高、完善管理技能,以实现本部门在客人满意率、利润收入指标、提高员工士气等方面目标。

Duties & Responsibilities: To achieve departmental goals, in terms of guest satisfaction, financial targets, training and high employee morale 1. Food & Beverage Department 1.1. Outlet operation  Assist with the development of standards & procedures, in keeping with the hotel policies and procedures  Ensure all the staff to carry out the task according to the S&P  Complies with the hotel specific guidelines of Sheraton Guests Satisfaction Index. The incumbent will initiate systems and procedures to meet and if possible exceed guest’s expectations  Assist with the management of outlet service  Assist with the management of cash handling procedures and banking procedures  Oversee the preparation of daily banking and cash flow reports  Instruct staff in credit policies and facilities  Instruct staff in cash security procedures  Manage the maintenance of equipment  Monitor standards of guest facilities and services  Control stock and monitor stock security procedures  Take part in menu and wine list creation 2. Management/Strategic Planning 2.1. Assist in strategic planning and development  Take part in the preparation and planning and department/unit/outlet goals and objectives  Access sales and marketing data  Participate in the preparation of strategic plans and operation plans  Determining a purchasing plan, according to the financial budget of the outlet  Determining optimum staffing, product, stock and equipment levels, in relation to business needs, keeping in mind the various seasonal periods of business 2.2. Assist with the planning and implementation of sales & marketing strategies for outlet

- 74 -

    2.3.     2.4.  2.5.    

Assist with the preparation of sales and marketing plans Assist with the development of new products and services Assist with the development of marketing strategies Assist with the evaluation of sales and marketing activities Consider economic relevant to the department Take into account external economic issues when planning and making decisions Anticipate economic business level fluctuations Monitor information and trends in the industry Interpret economic data Quality management systems Monitor the implementation of quality management systems Consider tourism issues relevant to the department Consider political and social influences on business Analyze tourism data Liaise with relevant parties Identify major environmental quality management systems

3. Finance Management 3.1. POS systems (captain orders, shift change control of cash)  Control and check daily operation of all POS systems  Ensure that all cash floats and all systems are as per the P&P of the accounting department  Ensure that all checks are posted accurately to the appropriate codes and departments  All canceled dockets are to be summarized on the void and canceled summary and signed  Account for all dockets used list out all docket control form and all unused docket  Conduct readings/report on the Micros machine at the start and end of the shift. 3.2. Financial matters  Assist in the preparation and monitoring the accounts of the unit/ outlet  Assist in the preparation and management of the unit/outlet budgets  Monitor, analyze and report variations from the budget  Assist with the preparation of performance reports for the unit/outlet  Assist with the ratio analysis  Assist with analysis of the trend data  Contribute to pricing decisions  Analyze sales mix 4. Purchasing/Stock 4.1. Manage purchasing & stock control in conjunction with the Manager 4.2. Stock control  Handle and store stock according to stock control procedures 5. Human Resources 5.1. Certificate  Be certified TSW, MFT, SOFT SKILLS and other management skills 5.2. Training:  Training, development and rostering of staff  Determining and implementing on going training needs for associates at different levels 5.3. Manage work operations  Coordinate work operations within the department/unit/outlet  Develop performance standards for operations in the department/unit/ outlet  Assess work operations and prepare plans to implement change when required  Coordinate between other departments/units  Monitor productivity of the unit - 75 -

5.4.     5.5.           5.6.    5.7. 

Industrial relations Prevent and resolve grievances Counsel staff and prevent work related problems Resolve disputes Discipline staff Staff management Determine and plan for future staffing needs Assist in recruiting staff Prepare staff rosters Facilitate multi-skill ensuring maximum flexibility of staff rotation to busy areas all exercised Maintain up-to-date staff records Customize position profiles for your area of responsibility using the Sheraton Human Resources Management System Manage staff training and development using Sheraton Human Resources Management System Assist with the planning and delivery of department orientation programs Implement staff performance appraisals Carry out exit interviews Supervise staff Provide ongoing advice and support to staff under supervision Supervise staff performance Implement appropriate management practices that provide staff motivation and communication Instruct staff Provide one to one instruction to associates when required

6. Menu Knowledge 6.1. Menu  Good command of food product and menu knowledge  Assist outlet manager and Executive Chef, in menu planning  Good knowledge & understanding of food service standard & procedure  To examine goods for quality and quantity 6.2. Drink list  Good command of beverage knowledge  Implement beverage service skills 7. Guest Service/Sales 7.1. Manage guest service  Responsible for guest and staff satisfaction in the outlet  Ensure that service is carried out in accordance with S &P’s and STAR standards  Continually improving and enhancing service standards, and updating the standards and procedures as and when required  Manage the delivery of high quality service to guests  Manage the development and implementation of guest service strategies 7.2. Manage the sales and promotion of products and services  Understand Starwood SPG plans  Continually develop sales and promotional strategies for the hotel’s products and services 7.3. Guest service/relations  Make appropriate recommendations for guests  Deliver high quality service to guests  Ensure guest needs and reasonable requests are met - 76 -

       7.4. 7.5.   

Seek opportunities to continually improve guest service Abide by the Starwood Care Establish and maintain effective guest relations Demonstrate effective and appropriate interaction with guests whilst maintaining a professional approach and image Communication with guests in a manner which promotes goodwill, trust and satisfaction Take appropriate action to resolve guest complaints Make sure all questions are well taken care off and personally check guest satisfaction of all questions Sell and promote products and services Sell the hotel and Sheraton’s products and services using up-selling an suggestive selling techniques Promote the hotel and Sheraton’s products Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests

8. Computer 8.1. Maintain computer systems  In conjunction with Information Systems Manager and Director of F&B:  Maintain security of data  Resolve systems and equipment problems 8.2. Human resources computer programs  Access and use the Sheraton Human Resources Management Systems 8.3. Food & beverage computer  Know how to use DELPHI banquet sales computer system  Access and use MICROS cashier system  Access and use food & beverage computer programs 8.4. Word processing  Access and use word processing computer packages 9. Safety/Cleaning/Maintenance 9.1. Manage safety/cleaning/maintenance  In conjunction with the Security Manager manage the development and implementation of safety/security policies and procedures for the department/unit/outlet  In conjunction with appropriate personnel manage the development and implementation of cleaning/maintenance programs for the department/ unit/outlet 9.2. Maintain a safe and secure working environment Be aware of duty of care, and adhere to occupational health and safe  legislation, policies and procedures  Initiate action to correct a hazardous situation and notify supervisors/ managers of potential danger  Adhere to the hotel’s security and emergency policies and procedures  Be familiar with property safety, current first aid fire emergency procedures  Log security incidents and accidents in accordance with hotel requirements 9.3. Cleaning/maintenance programs  Adhere to hotel cleaning and maintenance programs  Ensure a high level of cleaning is maintained in your work area  10. Communication/General 10.1. Meeting  Attend and conduct departmental, and interdepartmental meetings  Conduct daily pre meal meeting with associates to keep them informed of updates, new directions, policies and procedures and daily menu items - 77 -

10.2. Manage working relationships  Prepare and conduct meeting and group presentations to keep staff/ management/other parties informed of hotel operations and other relevant issues  Plan team systems and structures  Set team goals in consultation with team members according to hotel/ department goals, policies and practices  Manage cross cultural communication 10.3. Maintain and implement effective interpersonal skills  Maintain personal presentation to hotel and Sheraton standards  Demonstrate professional attitude and behavior at all times  Analyze, evaluate and improve your personal performance on a continual basis 10.4. Quality systems  Apply hotel quality assurance principles 10.5. Comply with all hotel and corporate guidelines  Abide by the Sheraton Code of Conduct  Abide by the Sheraton Employee Handbook  Abide by both the hotel and Sheraton policies and procedures 10.6. Communication  Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication  Deal effectively with guests and workplace colleagues from a variety of cultures  Work effectively in a team 10.7. Administration Procedures  Prepare and maintain files, reports, letters, memorandums and other relevant business documentation  Ensure a daily logbook for the outlet is maintained with information as to covers, revenues, special events, quest praise and complaints and other notes happenings. The logbook is left every night for Director of F & B’s information & signature  Ensure all reporting and servicing deadlines are met on a timely basis 10.8. Other Tasks  Carry out other tasks as directed by your supervisors  It is not the intention of this Job Description to provide an exhaustive list of job duties. It provides a focal point to the incumbent in the hope that they will develop the job further. From time to time and in line with managerial priorities, it is expected that the incumbent will work as and where directed by management and in line with improving customer service Experience: Work experience in a similar position in another 5 star hotel for 2-3years. Technical course in F&B management. Minimum 3 years full time course Additional Skill required: Good leadership skills/good training conducting skills/strong organization skills Open minded and out going personality Positive attitude to work and ability to work under pressure 职责义务: 实现本部门在客人满意率、利润收入指标、提高员工士气等方面为达到目标。
1. 餐饮部

1.1. 餐厅运作  协劣按照饭店的标准程序制定服务标准及规则  确保员工按照标准不程序完成仸务

- 78 -

 遵守饭店的规章制度及喜来登令客人满意计划,推广相关系统的程序知识以尽可能的 超越客人期望  协劣管理餐厅服务  协助管理现金的兑付和每日的结帐工作  监督每日财务报告  指导员工了解信用政策和设备  指导员工了解现金安全兑换程序  负责设备的维护  监督客用设施和对客服务的标准  控制存货幵监督存货安全程序  参不菜单和酒单的创造
2. 管理/战备计划

2.1.   

协劣制定和开发战略计划 参不准备和制定部门/单元/服务点的目标 参不准备战略计划和经营计划 掌握市场营销数据

 根据经营情况,制定每年和每月预算。  根据生意需求及淡、旺季情况决定运作设备 2.2. 协劣市场营销战略的计划和实施  协劣准备市场营销计划  协劣发展新产品和服务  协劣发展营销战略  协劣评价市场营销活劢 2.3. 考虑不部门相关的经济因素的资料  在制定计划和决策时考虑外部经济因素  预测经济波劢水平  解释经济数据  在经营中考虑政治和社会影响 2.4. 质量管理系统  监督质量管理系统的实施 2.5. 考虑不部门相关的旅游亊件 在做计划和决策时考虑旅游亊件  分析旅游数据  不相关团体保持联系  确认质量管理系统的大环境
3. 财务管理

3.1. 收银系统、现金、点菜单的管理  每天检查收银机工作系统  保证所有现金收入和收银系统按照标准和程序操作  确保所有帐单输入、打印正确  确保取消帐单、点菜单必须由餐厅经理签字和注明原因  检查使用和没使用的点菜单和帐单

- 79 -

 3.2.        

4. 采购/存货

指导怎样读和作收银系统开启、关机报告 日常财务管理 协劣准备和监督单元/小组的账务 协劣准备和管理单元/小组的预算 控制、分析和报告预算的变劢 协劣准备单元/小组表现报告 协劣进行和解释比率分析 协劣分析趋势性数据 为制定价格决策作贡献 分析销售结构

4.1. 管理采贩/存货控制不采贩经理/餐饮总监配合 4.2. 存货控制  按照存货控制程序处理和储存存货

5. 人力资源
5.1.

管理证书  获得 TSW 培训技巧、MFT、SOFT SKILL 培训技巧及管理技巧证书 5.2. 培训  培训、发展和管理员工  根据员工实际情况实行因材施教的培训 5.3. 操作管理  在部门/单元/服务点内进行协调  建立部门/单元/服务点的实际工作水平  评估工作表现,幵在必要时制定调整计划  不其它部门/单元间运转协调  监督单元工作效率
5.4.

5.5.

           

公共关系 避免和调解报怨 不员工沟通避免不工作相关的矛盾 解决争端 约束员工遵守纨律 员工管理 明确和制定本部门各岗位所需人员的编制计划 招聘员工 准备员工花名册 鼓励员工掌握多技能以保证员工在工作繁忙时最大的工作适应性 维护现有员工记录 使用“喜来登人力资源管理系统”制定所在责仸区内的各岗位描述 使用“喜来登人力资源管理系统”来管理员工培训和发展 协劣计划和实施入店教育

 进行员工表现评估  实施员工离职面谈 5.6. 管理员工  给予所管辖的员工以丌断的建议和支持  指导员工表现  实施合适的管理方式给予员工劢力和沟通 5.7. 一对一指导员工  必要时对员工进行个别面对面指导

- 80 -

6. 菜单、酒水知识

6.1.     6.2.  

菜单 熟悉餐饮资识和餐厅菜单 协劣餐厅经理不行政总厨共同磋商制定菜单 了解幵熟知所有食品准备的标准和程序 控制食品出产的标准 酒水 熟悉酒水知识 酒水服务知识

7. 对客服务/销售

7.1. 管理对客服务  加强、提高服务水准以超出规定的服务要求  承担起客人满意的责仸。  负责向客人传送高水平服务  负责对客服务战略的发展和实施 7.2. 负责销售和促销产品不服务  掌握仕达屋 SPG 推广计划  丌断为酒店产品不服务发展销售和促销战略 7.3. 对客服务/关系  为客人提出有创造性的建议  传送高水平对客服务  确保客人的需求和合理的要求被满足  丌断寻找机会改进对客服务  遵守喜来登顾客满意标准  建立和维持有效的对客关系  以职业化的态度和形象展示有效的和合适的对客服务技巧  用可以增进友好、信仸和满意的态度不客人交流  采取合适的行劢解决客人抱怨  确保所有的问题被依次解决幵亲自确认客人对所有问题都满意 7.4.   
8. 电脑

销售和促销产品不服务 使用鼎力销售的方法和建议性销售的技巧销售喜来登的产品不服务 促销酒店和喜来登的产品不服务 维持对产品和服务的高度了解以便于向客人解释和销售服务和设施 维护电脑系统 不信息经理和餐饮总监配合 维护安全数据 解决系统和设备问题 人力资源电脑系统 掌握和使用喜来登人力资源管理系统 餐饮电脑系统 掌握 DELPHI 电脑宴会销售系统 掌握 MICROS 电脑收银系统 掌握和使用餐饮电脑软件 - 81 -

8.1.    8.2.  8.3.   

8.4. 文字工作  掌握和使用文字处理软件包
9. 安全/清洁/养护

9.1.   9.2.     

管理安全/清洁/养护 不安全保卫经理配合为部门/单元/服务点建立幵实施安全保卫政策和程序 不合适的人员一起为部门/单元/服务点建立和实施清洁/养护程序 维持一个安全可靠的工作环境 强调保养职责,遵守工作区健康和安全法规、政策和程序 采取行劢排除危险,向上级或经理报告危险隐患 坚持酒店安全制度、紧急情况处理规定和程序 熟悉对财产安全、紧急救护和火警等处理程序 依照酒店要求记录安全日志和亊故记录

9.3. 清洁/养护工作  坚持酒店的清洁和养护  保持维护所在工作区域的高度整洁
10. 沟通/日常工作

10.1. 会议

 准时出席各种会议  10.2.     10.3.    10.4.  10.5.    10.6.  组织召开餐前会议,传达信息 管理工作关系 准备和主持会议或小组展示向员工/管理者/其它组织通告酒店运作和其它方面的情况 安排工作小组的体系和结构 根据酒店/部门目标、政策和实际情况不工作小组成员一起制定小组目标 管理跨文化交流 维持和实施有效的人际交流技巧 使个人表现达到酒店和喜来登标准 随时表现出职业态度和行为 以丌断提高的标准分析、衡量、改善你的个人表现 质量体系 实施酒店质量保障原则 遵守酒店和公司的所有工作指南 遵守喜来登行为准则 遵守喜来登员工手册 遵守酒店和喜来登和规章制度 沟通 以职业的、肯定的方式不部门和酒店员工建立起亲密关系以促进团队精神和有效的双 向交流  不具丌同文化背景的客人和同亊有效沟通  在团队内有效工作 10.7. 程序管理  准备和维护文档、报告、信函、备忘录和其它相关业务资料 确保在餐厅的每日工作日志中记录下餐具情况,收入和利润,特  特殊亊件,客人表扬和投诉及其它需记录下的亊件。工作日志每天工作结束前需交给 餐饮总监过目和签字  保证所有报告和服务都按时完成 10.8. 其它仸务 - 82 -

 完成你上级交待的其它仸务  该工作职责描述并不是只是提供了一个详尽的工作描述单。他也提供了一个在未来工 作中有待发展和提高的工作重点。按优先管理排序:工作重点,直接上司的工作指示 和不断提高对客服务 专业知识技能: 1. 优秀的英语口译及书写能力。 精通计算机程序、熟知软件及电子表格系统 经验: 2-3 年其他五星酒店同职位的工作经验。满 3 年的餐饮技术管 其它技能要求: 领导才能、培训技巧、组织能力 开朗及外向性格 积极/主动的工作态度/有承受压力的能力 I confirm that I have read and agreed this job description explaining the main duties & responsibilities of my job: Signed: Print name: Date: Issued by: ( Manager) Print name: Date (Job Holder)

- 83 -

JOB DESCRIPTION
JOB TITLE : 职务 DIVISION : 部门 JOB CODE 代码 REPORTS TO : 上级主管
GENERAL MISSION 职责概述 Responsible for overall supervision and coordination of all activities of personnel engaged in operation of the Banquet Department. 负责全面监督、计划、控制及协调宴会部各方面的工作。 RESPONSIBILITIES & MEANS 责任和方法 Ensure proper coordination with Kitchen, Stewarding, Housekeeping, Engineering and other departments for all necessary arrangements and preparation for each function based on the Event orders. 与厨房、管事部、客房部、工程部及其它部门协调好有关宴会定单的安排及准备工作。 Performs any other duties as assigned by your superior in a timely and efficient manner 及时、高效地完成上级布置的其它任务。 ADMINISTRATIVE RESPONSIBILITIES 行政职责 Controls part-timers hired for specific functions and checks attendance of all permanent and casuals. 负责管理特殊宴会的临时工,并检查所有员工的出勤情况。 Maintains proper records of Sales, guest complaints, solutions and all concerns pertaining to personnel or equipment in appropriate logbooks for reference. 记录销售额、客户投拆、解决方法及有关人员及设备情况,以备查询。 Makes frequent suggestions to Management in reference to improvement of general operation, cost control and profitability. 向领导提出建议,以提高工作效率,达到增源节流的目的。 - 84 -

BANQUET SUPERVISOR 宴会主管 F&B ADMINISTRATION 餐饮行政 : BQT 2 ASST F & B MANAGER 餐饮部副经理

TECHNICAL RESPONSIBILITIES 技术职责 Sets and serves in functions in accordance to the Standard Operating Manual. 根据标准的工作手册工作与服务。 In charge of repair of fixtures, fittings and banquet operating equipment, initiates maintenance request as necessary. 负责灯饰、家具、设备的维修。如需要,填写维修申请表。 Maintains establishment of par stock for operating supplies to ensure smooth operation. 保持足够存货以确保本部的正常运营。 Participates in daily briefings and monthly communication meetings to discuss various aspects of service and preparation. 参加每日的晨会,通过每月的交流会议来讨论有关服务及准备工作等方面的问题。 Follows control procedures for billing before and after service 服务前后,按照走单程序。 Implements and enforces safety regulations and house rules. 加强安全意识及内部的规章制度。 COMMERCIAL RESPONSIBILITIES 商业职责 Welcomes host of function and assist any last minute changes or arrangement in the absence of Banquet Manager. 欢迎宴会主持人时,如宴会经理不在,要协助所需的工作变动或安排。 PUBLIC RELATIONS 工作关系 Attends to guest complaints, requests or inquiries regarding food and services and immediately takes all required corrective measures. 关注客人对饭菜及服务的投拆、要求和需求,并立即采取有效措施。 HUMAN RESPONSIBILITIES 人事职责 Trains personnel according to established procedures, Conducts orientation of all new employees and ongoing training of all staff. 尽快使所有的新员工熟悉饭店,并对员工进行培训。 Establishes effective employee relations, maintains the highest level of professionalism, ethic and attitude towards all hotel guests, clients, heads of department and employees. 建立良好的人事关系,在工作中树立良好的工作形象。

- 85 -

JOB DESCRIPTION
JOB TITLE : 职务 DIVISION : 部门 JOB CODE 代码 REPORTS TO : 上级主管
GENERAL MISSION 职责概述 Responsible for assisting the Banquet supervisor in the overall supervision and coordination of all activities of personnel engaged in operation of the Banquet Department. 协助宴会主管负责全面监督、计划、控制及协调宴会部各方面的工作。 RESPONSIBILITIES & MEANS 责任和方法 Performs any other duties as assigned by your superior in a timely and efficient manner 及时、高效地完成上级布置的其它工作任务。 ADMINISTRATIVE RESPONSIBILITIES 行政职责 Controls part-timers hired for specific functions and checks attendance of all permanent and casuals. 负责管理特殊宴会的临时工,并检查所有员工的出勤情况。 Maintains proper records of Sales, guest complaints, solutions and all concerns pertaining to personnel or equipment in appropriate logbooks for reference. 记录销售额、客户投拆,解决方法及有关人员及设备情况,以备查询。 TECHNICAL RESPONSIBILITIES 技术职责 Sets and serves in functions in accordance to the Standard Operating Manual. 根据标准的工作手册工作与服务。 In charge of repair of fixtures, fittings and banquet operating equipment, initiates maintenance request as necessary.

:

BANQUET CAPTAIN 宴会领班 F&B ADMINISTRATION 餐饮行政 BQT 3

BANQUET SUPERVISOR 宴会主管

- 86 -

负责灯饰、家具、设备的维修。如需要,填写维修申请表。 Maintains establishment of par stock for operating supplies to ensure smooth operation. 保持足够存货以确保正常运营。 Participates in daily briefings and monthly communication meetings to discuss various aspects of service and preparation. 参加每日的晨会,通过每月的交流会议来讨论有关服务及准备工作等方面的问题。 Follows control procedures for billing before and after service 服务前后,按照走单程序。 Implements and enforces safety regulations and house rules. 加强安全意识及内部的规章制度。 COMMERCIAL RESPONSIBILITIES 商业职责 Welcomes host of function and assist any last minute changes or arrangement in the absence 0f Banquet Manager. 欢迎宴会主持人时,如宴会经理不在,要协助所需的工作变动或安排。 PUBLIC RELATIONS 工作关系 Attends to guest complaints, requests or inquiries regarding food and services and immediately takes all required corrective measures. 关注客人对饭菜及服务的投拆、要求和需求,并立即采取有效措施。 HUMAN RESPONSIBILITIES 人事职责 Trains personnel according to established procedures; conducts orientation of all new employees and ongoing training of all staff. 尽快使所有的新员工熟悉饭店,并对员工进行培训。 Establishes effective employee relations, maintains the highest level of professionalism, ethic and attitude towards all hotel guests, clients, heads of department and employees. 建立良好的人事关系,在工作中树立良好的工作形象。 REPLACEMENT AND TEMPORARY MISSION 替代和临时责任

- 87 -

JOB DESCRIPTION
JOB TITLE : BANQUET WAITER/WAITRESS 职务 宴会服务员 DIVISION : F&B ADMINISTRATION 部门 餐饮行政 JOB CODE : BQT 4 代码 REPORTS TO : BANQUET SUPERVISOR/CAPTAIN 上级主管 宴会主管/领班

GENERAL MISSION 职责概述 Responsible for serving food and beverages in banquet functions efficiently and in a most courteous manner. 负责宴会部的服务工作,要保持严谨的工作态度。 RESPONSIBILITIES & MEANS 责任和方法 Carry out all duties in accordance with tasks and descriptions with reference to established rules and policies. 根据饭店的规章制度来完成工作。 TECHNICAL RESPONSIBILITIES 技术职责 Supervises and works with casuals when given assignment in set up or breakdown of functions. 监督并与员工一起准备或清理会议室。 Maintains cleanliness and mise-en-place level at working station and service pantry for smooth operation according to Event Order. 保持工作场地、橱柜及仓库的干净、整洁,足够的库存量,以便顺利完成宴会工作。 Obtains all general and food requisition from storeroom. 从仓库领取所需物品。 Keeps general appearance and maintenance of entire Convention Center. 保持会议中心的干净、整洁。 Follows correct sequence of service outlined in the Standard Operating Manual for each type of function. 按照标准的工作手册来完成工作。 Sets up tables and all arrangements in accordance with details in the Event Orders 根据宴会订单来安排桌位及其它工作。

Cleans and polishes Glassware, China ware, hollowware and flatware. 清洁并擦亮所有的器皿。

- 88 -

Cleans and removes dishes from the table after service is completed. 服务完毕后,清理桌上所有的饭菜。 Transports soiled dish from function room to kitchen and deposit them at the Stewarding area. 把宴会厅用过的饭菜送到厨房,并放置在管事部的工作地点。 Cleans all spillage during mealtime and after functions. 在用餐时间和会议结束时,清洁所有的残留物。 Attends all briefings and training sessions as scheduled. 根据工作安排,参加所有的晨会及培训课。 Performs any other duties as assigned by your superior in a timely and efficient manner 及时、有效地完成上级布置的其它工作。 HUMAN RESPONSIBILITIES 人事职责 Maintains excellent grooming standards at all times. 保持员工良好的仪容仪表。 Establishes effective employee relations, maintains the highest level of professionalism, ethic and attitude towards all hotel guests, clients, heads of department and employees. 建立良好的人事关系,在工作中树立良好的工作形象。 REPLACEMENT AND TEMPORARY MISSION 替代和临时责任 May be assigned to perform duties of Restaurant or Room Service when needed. 如餐厅和送餐服务部需要,负责他们的工作。

JOB DESCRIPTION
JOB TITLE : 职务 DEPARTMENT 部门 JOB CODE 代码 REPORT TO : 上级主管
GENERAL MISSION 职责概述 Keeps control of the flow of business into the restaurant; distributes the guests evenly to each station to avoid overloading at one particular station. 要控制客流量;为避免出现局部拥挤的情况,要按顺序把客人领到餐桌前。 RESPONSIBILITIES AND MEANS 责任和方法 - 89 -

:

RESTAURANT HOSTESS 餐厅女迎宾员-西餐厅 F&B SERVICE 餐饮服务 : TDB 5 RESTAURANT CAPTAIN 餐厅领班

Provides information concerning the concept and promotional activities of the restaurant and Hotel to guests. 向客户提供有关餐厅及饭店的信息。 Performs duties common to all Captains and Waitress and other duties as may be assigned. 负责领班及服务员的日常工作,并完成分配的其它任务。 ADMINISTRATIVE RESPONSIBILITIES 行政职责 Attends to telephone calls and takes table reservations for each meal period. 接听电话,并记录用餐预定。 Maintains reservation book and all information pertaining to room occupancy and daily events. 保存预定薄,记录有关开房率及每天宴会的情况。 In charge of flower requisitions for the restaurant, maintains the freshness of floral arrangements on the dining tables and buffet counters. 负责餐厅鲜花的申请,并要保持所有餐桌和自助餐台上花朵的新鲜。 In charge of mail and newspaper, pick up for the restaurant. 负责寄发和收领餐厅所有的信件及报纸。 Performs light secretarial duties i.e. typing and filing of documents, Updates memos at the staff notice board. 负责简单的文秘工作,如文件的打印和存档,更换员工通知栏上的备忘录。 TECHNICAL RESPONSIBILITIES 技术职责 Greets guests who are entering or leaving the restaurant in the most courteous manner. 对饭店的来客要宾宾有礼。 Ushers guests to suitable tables; informs guests of smoking and non-smoking section. 把客人领到合适的座位,并告诉客人无烟区及吸烟区的位置。 Pulls chair and seat guests starting with ladies first. 按照女士优先的原则来拉位、入座。 Asks guests whether they would like to have aperitif or drinks 询问客人是否要开胃酒或饮料。 Presents menu cards open to guests and recommends buffet daily specials; attends to guest’s inquiry and requests. 递给客人菜单并向客人推荐自助餐、当天的特色菜。关注客人的需求及要求。 Maintains cleanliness of the Hostess stand. 保持领位台的干净。 Maintains excellent grooming standards at all times. 保持良好的仪容仪表。 Take charge of cleanliness of all menus, buffet tags, and signage.

- 90 -

确保所有菜单、自助餐牌及标牌的清洁。 COMMERCIAL RESPONSIBILITIES 商业职责 Maintains guest’s history. 记录就餐客人的情况。 Addresses regular guests by name. 要称呼常客的姓名。 HUMAN RESPONSIBILITIES 人事职责 Attends all training sessions as scheduled. 按照计划参加所有的培训课程。 RELATIONS 工作关系 Establishes effective employee relations and maintains the highest level of professionalism, ethic and attitude towards all hotel guests, clients, heads of department and employees. 建立良好的人事关系,在工作中树立良好的工作形象,给饭店的客人、客户、部门经理和员工 以专业化及热情服务的美好印象。 REPLACEMENT AND TEMPORARY MISSION 替代和临时责任

JOB DESCRIPTION
JOB TITLE : 职务 DEPARTMENT 部门 JOB CODE 代码 REPORT TO : 上级主管
GENERAL MISSION 职责概述 Responsible for serving food and beverages in restaurant efficiently and in a most courteous manner. 负责餐厅内酒水和饭菜服务的高效性,并保持礼貌热情的对客服务态度。 Carry out all duties in accordance with tasks and descriptions with reference to established rules and policies. 根据饭店的规章制度来完成本职工作。

RESTAURANT WAITER/WAITRESS 餐厅服务员-西餐厅 : F&B SERVICE 餐饮服务 : TDB 6 RESTAURANT CAPTAIN 餐厅领班

- 91 -

RESPONSIBILITIES AND MEANS 责任和方法 Performs any other duties as may be assigned by your superior. 负责执行上级分配的其它工作。 TECHNICAL RESPONSIBILITIES 技术职责 Suggests food and beverages ~ to be well versed with the menu, method of preparation and accompaniments. 要熟知菜单、食品配方及其它方面的知识,以便向客人推荐各种食品及饮料。 Cleans and polishes Glassware, China ware, hollowware and flatware. 清洁并擦亮所有器皿。 Maintains cleanliness and mise-en-place level at working station and service pantry for smooth operation. 保持工作场地及餐具室内物品的齐全、干净、整洁。 Replenishes supply of linen and other Operating equipment. 添加所需的布品及操作设备。 Obtains requested items from the storeroom. 从仓库内领取物品。 Keeps general appearance and maintenance of Restaurant working areas. 保持餐厅工作场地的干净、完好、整洁。 Follows correct sequence of service outlined in the Standard Operating Manual. 根据标准的手册来完成服务工作。 Sets up tables in accordance with Restaurant policy. 根据餐厅的规定来摆放餐桌。 Cleans and removes dishes from the table after service is completed. 结束服务后,要清理所有的饭菜,并清洁桌面。 Transports soiled dishes from dining room to kitchen and depositing them in proper placing at the Steward area. 把餐厅内用过的饭菜送往厨房内管事工的工作场地。 Cleans all spillage during mealtime and at closing. 用餐期间及结束用餐时清理所有的脏物。 Maintains excellent grooming standard at all times. 始终保持良好的仪容仪表。 HUMAN RESPONSIBILITIES 人事职责 Attends all training sessions as scheduled. 按照安排参加所有的培训课程。

- 92 -

RELATIONS 工作关系 Establishes effective employee relations and maintain the highest level of professionalism, ethic and attitude towards all hotel guests, clients, heads of department and employees. 建立良好的人事关系,在工作中树立良好的工作形象,给饭店的客人、客户、部门经理和员工 以专业化及热情服务的美好印象。 REPLACEMENT AND TEMPORARY MISSION 替代和临时责任 May be assigned to perform duties in other F&B outlets when needed. 如果需要,负责送餐部及餐饮部其它部门的一些工作。

JOB DESCRIPTION
JOB TITLE : 职务 DEPARTMENT 部门 JOB CODE 代码 REPORT TO : 上级主管
GENERAL MISSION 职责概述 Responsible for serving food and beverages in the restaurant efficiently and in a most courteous manner. 负责餐厅的服务工作,要保持高效、礼貌的工作态度。 RESPONSIBILITIES AND MEANS 责任和方法 Carry out all duties in accordance with tasks with reference to established rules and policies. 根据饭店的规章制度来完成本职工作。 Performs any other duties as may be assigned by your superior. 完成上级布置的其它工作。 TECHNICAL RESPONSIBILITIES 技术职责 Cleans and polishes Glassware, China ware, hollowware and flatware. 清洁并擦亮所有器皿。

:

RESTAURANT BUSBOY 餐厅跑菜员-西餐厅 F&B SERVICE 餐饮服务 : TDB 7 RESTAURANT WAITER/CAPTAIN 餐厅服务员/领班

- 93 -

Maintains cleanliness and mise-en-place level at working station and service pantry for smooth operation. 保持工作场地及餐具室内物品的齐全、干净、整洁。 Replenishes supply of linen and other Operating equipment. 添加所需的布件及设备。 Obtains requested items from the storeroom. 从仓库内领取物品。 Keeps general appearance and maintenance of Restaurant working areas. 保持餐厅工作场地的干净、完好、整洁。 Follows correct sequence of service outlined in the Standard Operating Manual. 根据标准的手册来完成服务工作。 Cleans all spillage during service time and at closing. 服务结束后,要清理桌面上所有的脏物。 Maintains excellent grooming standard at all times. 始终保持良好的仪容仪表。 Clears and removes from the table after service are completed. 在服务结束时要把桌面清理干净。 Transports soiled dishes from dining room to kitchen and deposit them in the proper placing at the Steward area 把用过的饭菜从餐厅送到厨房,并放置在管事工清理处。 HUMAN RESPONSIBILITIES 人事职责 Attends all training sessions as scheduled. 根据安排参加所有的培训课程。 RELATIONS 工作关系 Establishes effective employee relations and maintain the highest level of professionalism, ethic and attitude towards all hotel guests, clients, heads of department and employees. 建立良好的人事关系,在工作中树立良好的工作形象,给饭店的客人、客户、部门经理和员工 以专业化及热情服务的美好印象。 REPLACEMENT AND TEMPORARY MISSION 替代和临时责任 May be assigned to perform duties of Room Service or Banquet when needed. 如果需要,完成送餐部、宴会的工作。

- 94 -

JOB DESCRIPTION
JOB TITLE : ROOM SERVICE ORDER TAKER 职务 送餐服务记单员 DEPARTMENT : F&B SERVICE 部门 餐饮服务 JOB CODE : RS 4 代码 REPORT TO : ROOM SERVICE CAPTAIN 上级主管 送餐服务领 班
GENERAL MISSION 职责概述 Responsible for taking orders by telephone and is able to up-sell at every opportunity available. 通过电话来记录客人的点菜,并利用一切机会向客人推荐高档菜。 RESPONSIBILITIES AND MEANS 责任和方法 Maintains the cleanliness and tidiness of the Order taker room 保持部门内的干净、整齐。 Performs duties common to room service waiters and other duties as may be assigned. 完成送餐服务员日常工作及指派的其它工作。 ADMINISTRATIVE RESPONSIBILITIES 行政职责 Maintains filing of all documents, up-keeping of all paper work. 保存所有存档的资料。

- 95 -

TECHNICAL RESPONSIBILITIES 技术职责 Possesses excellent telephone etiquette as established in the standard operating manual. 按照标准工作手册中的电话礼貌要求来接听电话。 Possesses thorough knowledge of food and beverage available in the menu and in other specialized outlets. 要熟悉了解菜单上所有菜谱及其它的特色菜。 Familiar with menu and method of preparation and accompaniments 熟悉菜单的内容、制作方法及其它知识。 Exercises patience in taking orders and assists in recommending and up-selling food and beverage items. 在记录点菜时,要耐心地协助客人点菜。向客人推荐高档食品及饮料。 Write orders clearly on the captain orders and hand the order to the waiter or place the order directly to the kitchen. 把点菜内容清楚地记入点菜单中,递给服务员或通知厨房。 Repeats all orders received from guests as well as the room number of persons in the party. 要与客人确认所点的菜及房间号及在场客人人数。 Responsible for preparation of guest checks and reconciliation of all checks from waiters and process them in line with Accounting procedures. 负责准备客人的帐单,与服务员协调好帐单工作,并按照程序来处理所有的帐单。 Responsible for collecting all money from waiters on any check and making changes if needed. 负责从服务员哪里收取每笔现金,如需要,可做相应变动。 Secures guests names from the front office, address all guest by name in a polite manner 向前厅部查询客人的姓名,并称呼客人的名字。 Knowledgeable in all hotel facilities, especially of other outlets during non operation hours 利用工作外的时间来了解饭店所有设施,尤其是本部门的设施。 COMMERCIAL RESPONSIBILITIES 商业职责 Uses suggestive selling techniques in order to maximize sales. 使用饭店建议的销售技巧增加销售额。 HUMAN RESPONSIBILITIES 人事职责 Maintains excellent grooming standards at all times. 保持良好的仪容仪表。 Attends all training sessions as scheduled. 根据安排参加所有的培训课程。

- 96 -

RELATIONS 工作关系 Establishes effective employee relations and maintains the highest level of professionalism, ethic and attitude towards all hotel guests, clients, heads of department and employees. 建立良好的人事关系,在工作中树立良好的工作形象,给饭店的客人、客户、部门经理和员工 以专业化及热情服务的美好印象。 REPLACEMENT AND TEMPORARY MISSION 替代和临时责任

JOB DESCRIPTION
JOB TITLE : 职务 DEPARTMENT : 部门 JOB CODE 代码 REPORT TO : 上级主管
GENERAL MISSION 职责概述 Responsible for serving food and beverages in the guests rooms efficiently and in a most courteous manner. 负责客房酒水和食品的服务,高效率地工作,礼貌地待客。 RESPONSIBILITIES AND MEANS 责任和方法 Keeps general appearance and maintenance of Room Service working areas. 保持工作场地的干净、整洁。 Performs duties common to a busboy and other duties as may be assigned. 完成跑菜员的日常工作及布置的其它工作。 ADMINISTRATIVE RESPONSIBILITIES 行政职责 Prepares requisitions for general and other supplies for approval of Supervisor; Obtains requested items from storeroom. 填写物品申请单,经主管批准后,从仓库领取物品。 - 97 -

ROOM SERVICE WAITER 送餐服务员 F&B SERVICE 餐饮服务 : RS 5 ROOM SERVICE CAPTAIN 送餐服务领 班

TECHNICAL RESPONSIBILITIES 技术职责 Receives Captain orders from the Order taker; Sets tray or trolley and all necessary equipment/condiments in accordance to the requirement of the orders. 接到记单员的点菜单后,根据点菜单的要求来准备推车、托盘及其它设备和调料。 Picks up the order from kitchen and places on trays or trolley as per standard stipulated in the Operating Manual; supervisor to double check orders. 根据工作手册的标准,把从厨房领取的食品放入托盘或推车中;送餐前主管需再次核对。 Accomplishes clearing procedures ~ Pick up trays or trolleys from rooms as instructed; Sorts dirty dishes from the trolley to the dish washing area. Clean all trays. 按照程序来完成清洁工作:根据客人要求从客房取回托盘或推车,在清洗间内整理用过的盘碟 及清洗所有托盘。 Cleans and polishes Room Service Glassware, China ware and flatware. 清洗并擦亮送餐部的器皿。 Maintains mise-en-place level at working station and pantry for smooth operation. 要保持工作场地足够的物品及存货,以确保正常运营。 Replenishes supply of linen and other Operating equipment. 补充所需的布件及其它设备。 Handles preparation and distribution of amenities and Fruit Basket. 负责准备、分发一次性用品及水果蓝。 Occasionally answers telephone or goes up to guestroom to take order personally; 偶尔要接听电话或亲自到客人房间记录点菜。 May be assigned to perform duties of coffeehouse, restaurant or banquet when needed. 如需要,协助西餐厅、中餐厅或宴会厅的工作。 Ensure all fixtures and operating equipment is in good working condition. 确保所有家俱及设备处于良好的工作状态。 Maintains excellent grooming standards at all times. 保持良好的仪容仪表。 COMMERCIAL RESPONSIBILITIES 商业职责 Suggests food and beverages ~ to be well versed with menu, method of preparation and accompaniments. 要熟练掌握菜单、菜谱的制作方法及其它知识。 HUMAN RESPONSIBILITIES 人事职责 Attends all training sessions as scheduled. 根据安排参加所有的培训课程。

- 98 -

RELATIONS 工作关系 Establishes effective employee relations and maintain the highest level of professionalism, ethic and attitude towards all hotel guests, clients, heads of department and employees. 建立良好的人事关系,在工作中树立良好的工作形象,给饭店的客人、客户、部门经理和员工 以专业化及热情服务的美好印象。

REPLACEMENT AND TEMPORARY MISSION 替代和临时责任 May be assigned to prepared Fruits baskets for VIP and long staying guests 如需要,协助贵宾房水果蓝的准备工作。 May be assigned to act as butler for VIPs 如需要,协助贵宾房的服务工作。

1. Restaurant Guests Welcome ( breakfast, lunch, dinner ) 1. 欢迎餐厅客人(早餐,午餐,晚餐) The person who greets a guest is a Host or Hostess. They always welcome and escort our guests to their table. They set the mood for the restaurant. The restaurant Hostess should be well groomed and be present at all times during working hours at the entrance of the restaurant. 欢迎客人的员工成为侍者,他们要迎接客人并引导其就坐。他们能为餐厅服务质量定下基调。 女侍者应该整洁着装,上班时段应随时在餐厅入口处。 Keep track of each table station. Make a chart of each server’s tables station, and what tables are in it (also learn the table layout by heart). Keep note of how many people are in a party and what table they are at. Also keep note of who is still there so that servers do not become overwhelmed.. 记住每一个餐桌分区。列出图表,详列每一位服务员所服务分区及该分区的餐桌类型(同时也 要记住餐桌摆放位置)。记录下客人人数,坐在哪里,这样服务员就不会感到难以应对了。 Be aware as guests approach the restaurant. If you are busy with another guest, acknowledge the guests by saying, “I will be right with you,” make eye contact. 客人抵达餐厅应注意。如果你在忙着服务其他客人,你可以这样对客人问候,“请稍等一下” ,与客人要有眼神交流。 Greet them with a smile, welcome them to the restaurant, and make eye contact. Remember, you are the first chance for the restaurant to make a good impression, and set them at ease. Hostess must greet guests by their names (If available). If guest’s name is not known, hostess should confirm name by asking politely “You are Mr. or Mr…?” Once the name is known, she should say: “Welcome to (name of outlet), Mr./ s (name of guest)”. 以微笑迎接客人,将其引入餐厅,要与客人眼神交流。请记住你是第一位有机会给客人留下好 印象并让其感到自在的员工。要是可能的话,应该称呼客人姓名,并礼貌性鞠躬。同样,也以

- 99 -

姓名来问候小孩子。如果不知道姓名的话,应问,“请问您怎么称呼?”。获悉客人名字,应 说,“欢迎到(酒店名字),(客人姓名)先生 /女生)”。 Find out how many people are dining. If there is a wait, make sure to get everyone’s name right away so they do not feel ignored and tell the guests that there should be at table ready momentarily. 知道有多少名客人在用餐。要是客人得等待的话,应确保能快速知道每位客人的姓名,这样他 们才不会感到被忽略,告知很快会有空桌子腾出来。 Hostess will escort guests to the table, showing the way to guests with open palm hand, while walking side by side or at a slight distance in front, by saying, “This way please.” 侍者将引领客人就坐,给客人引路,和客人并肩前行或者在他前面一小段距离,“这边请。” 2- Guest Seating 2. 客人就坐 Hostess must pull out the chair lightly from the table, and offer them to sit. Disabled and older persons should be approached first, women and then men. Hostess should assist the guests such that they are comfortable and should push the chair gently forward and ask, “Are you comfortably seated?” For first time guests, in case a child is present, hostess must propose a high chair as appropriate, and ask, “Would you like me to bring a high chair Mr./s (name of guest)?” 侍者引导客人就坐。残疾人与老年人优先就坐,随后是女士与男士。“XXX 先生/女士,位子 坐得舒适吗?”对于首次到酒店的客人,要是有小孩的话,就问“需要我给小孩子加张凳子吗 ?” When the guest sits down, place a menu for each of them by the place setting, or hand the menu to guest. Don’t just throw menus on the table and leave without saying anything. 客人就坐后,应在餐具旁给每人放置菜单或者直接递给客人。不要把菜单扔在餐桌上,一句话 也不说就离开。 Hostess should unfold napkin on the guests lap, from the right hand side, ladies first then gentlemen, with a smile and eye contact. Hostess should inform guests that their order will be taken right away by saying: “Waiter would take your order right away, Mr/s (name of the guest)”. 祝客人用餐愉快,礼貌鞠躬后微笑离开,“祝您愉快。”展示良好的言行举止,要沉着、礼貌 ,对客人要有亲和力。 Waiter takes over from here and offer drinks first. 服务员开始服务,首先给客人上酒。 3- Table Setting 餐桌用具摆放 a- Keep your fingers off the glass and hold it by the stem. a- 手指不要房子杯子上,握住瓶身 b- Do not touch chopsticks, forks, knives and spoons by the part that touch the mouth. b- 不要触摸筷子,打叉,汤匙与嘴接触部分 c- When setting the tables, make sure all dishes are clean, change them if not. c- 摆放餐桌用具时,确保所有的盘子都是干净的,否则立即更换

- 100 -

Note : This manual is your complete guide to Food and Beverage Service. Constant reading will help You to memorize all the subjects listed here.

Prepared by : Macky Amores

- 101 -

Sign up to vote on this title
UsefulNot useful