酒店西餐服务程序汇总中英文模板.doc
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1、酒店西餐服务程序汇总(中英文)Remarks:All the clearing must follow the rule: who deliver the order; this person should also finish clearing in his/her shift. He/Her cannot pass to the next shift except by the time he/her finish duty and it is still within one hour after delivering.程序以下: 1. PREPARING FOR SERVICE 准备
2、工作1.1 Personal grooming 个人仪表1.2 The table 摆台1.3 Menu knowledge 菜单知识1.4 Miscellaneous preparation tasks 各项准备工作1.5 The waiters sideboard 服务员边柜1.6 Setting the atmosphere the final check 气氛部署 最终检验1.7 The reservations diary taking a reservation 预定日志2. WELCOMING CUSTOMERS 迎接客人2.1 Seating a customer 引客人入座2
3、.2 Greeting 问候2.3 Seating 就坐2.4 Serving Pre-meal Drinks 提供餐前酒水3. SERVING FOOD 食品服务3.1 Order taking sequence 服务次序3.2 The scribble pad 记事本3.3 Docket system 入厨单3.4 Adjusting cutlery 调整餐具3.5 Serving food 提供饮食服务 3.6 Cleaning tables 清洁桌面4. CUSTOMER DEPARTURE / CLEANING 用户用餐完成后清洁4.1 Arranging customer depa
4、rture 安排客人离去4.2 Payment methods 结帐方法4.3 Cleaning 清洁具体内容以下:1. Preparing for service 准备工作1.1 Personal grooming 个人仪表As this is an “up front” industry, your appearance becomes all important. Therefore, special attention to grooming is essential.因为这是服务业最前方,你外表是很关键,所以你必需首先注意这一点。Being in control of the job
5、 at hand, along with good self image and personal appearance leads to professional confidence when handling people.随时处于工作最好状态,伴以良好自我形象及个人外表,这将你在面对用户时表现得既自信又专业。The things we look at when we talk of personal grooming include.我们所讨论并关注个人仪表包含:(a) Facial expression a customer expects to see a smiling face
6、 a smile overcomes many problems. Show alertness and freshness, never boredom of disinterest.表面印象 用户总是期望见到笑脸 微笑能够克服任何难题,表现出您警觉和生机,绝不要不耐烦或不理会用户;(b) Personal hygiene a sense of pride is gained by looking well groomed and attractive.个人卫生 以仪表整齐吸引她人并引以自豪Daily bathing and use of deodorant ensures personal
7、 freshness and cleanliness. Avoid excessive use of after shaves, cosmetics and perfumes.每日冲澡并使用除臭剂以确保个人卫生洁净,避免过量使用“须后水”,化妆品及香水。Daily brushing of teeth avoids arduous and helps prevent dental problems. A breath freshener is recommended for smokers.每日刷牙避免难闻气味及牙病产生,吸烟者要准备一个口腔清新剂;(c) Hair- hair should b
8、e clean and tidy, well groomed and not require constant touching or attention.发型 应保持洁净整齐,修饰整齐,不要引发尤其注意;(d) Dress it is the first impression the customer remembers. It is essential to maintain clothes and uniforms in good condition. Show that you care about your appearance and make sure your clothes
9、and uniforms are smart, clean and uncreased. Dirty shoes and laddered stockings also show neglect.衣着 请记住这是给用户第一印象。首先要注意制服洁净整齐。你必需关注你外表确保制服洁净整齐并无褶皱。There are a number of things to be considered when preparing your restaurant for service not the least of which is that the restaurant has to be spotless
10、ly clean and presented at its best for each service period.在你为服务做准备工作时,有很多需要你注意事项,不仅仅是要求一点污点也没有,而且要求餐厅必需处于最好服务状态。This is the minimum expectation of your customers.这是用户对我们最低要求。Time spent in preparation is never wasted as efficient preparation is the key to a smooth operation.准备工作所用时间并不是在浪费时间,因为高效率准备工
11、作时常是顺利运作关键原因。On arrival, check with the supervisor or manager to establish special requests and expected bookings. They will have confirmed reservations and allocated tables (stations) and docket books to staff member.报到后,和主管及经理确定尤其要求及预定。她们将确定预定并安排桌位并将关键点统治职员。You are now ready to undertake preparati
12、on tasks. The order in which tasks are combined varies with establishments.现在,你已经准备好去实施这项任务。定单任务是和多种确定相关。1.2 The table 摆台The table is one of the first things your customers see, thats why it is necessary to ensure all tables are in the positions as indicated on the floor plan. Floor plans can vary d
13、aily depending on bookings.桌面是你用户所看见第一样事务,这就是为何说在得到指示后确保全部桌面摆台正确是必需原因,Ensure all tables have been wiped and clean cloths or placemats laid. Set the table with items required by your establishment. Common items include salt and peper shakers, ashtray, bud vase, candle holder, chean and polished cutle
14、ry, glassware and folded serviette for each customer. Check all table settings.确保全部桌面铺着整齐桌布并摆好所需物品。确定后按要求摆台。通常需要摆放盐、胡椒、烟碟、花瓶、烛台、瓷器、玻璃器皿及折叠餐巾。检验全部摆台。1.1 Menu knowledge 菜单常识1)You must know :a.The dishes on the menu 菜单上菜肴你必需知道b.The prices 价格b. The seasonal vegetable 当季蔬菜c. The specials of the day 每日特式d
15、. Soup of the day 是日例汤e. Items which are not available 哪些项目是无须要2) How to serve each item: 怎样提供每项服务a. Steak with baked potatoes or French fries and ketchup牛扒、烤土豆片、或法国油煎食品b. When to serve a Finger Bowl何时给用户提供碗c. What cutlery for each dish in the right order正确提供,每盘菜需要餐具d. Parmesan cheese with pasta ite
16、ms, etc.意大利奶酪及面制品等3) Generally follow: 通常上菜程序ITEM 项目 SERVE WITH 同时提供1.Meat Dish 肉类Steak Knife 牛扒刀2.Hor DOeuvres 餐前点心Small fork and knife 小刀叉3.Fasta 面食Spoon and Fork 汤匙及叉4.Fish 鱼类Fish knife and fork 食鱼用刀叉5.Soup 汤类Round soup spoon 汤匙及叉6.Dessert 餐后甜点Dessert spoon or dessert fork 甜点及叉7.Fruits 水果Dessert
17、knife and fork 甜点刀叉8.Tea or Coffee 茶或咖啡Cream and sugar 奶酪或叉9.Rice 米饭Spoon and Fork 汤匙或叉10. Crustacean ( Lobster, Prawns etc. With finger bowl 小碗贝类食物(虾、龙虾、等)However, it will be the guest choice of sequence of food service.总而言之,食品将依据客人需要提供。1.2 Miscellaneous Preparation Tasks 各项准备工作There are numerous p
18、reparation tasks to be completed and again these vary with establishments. Examples of such tasks are outlined below:这里将有很多准备工作需完成并不停修改确定。以下为诸如这类需完成工作:Service Station Par Stock 服务台贮备A. Description 项目Quantity 数量Dinner knife 餐刀Dinner fork 餐叉Dessert spoon 甜食匙Dessert fork 甜食叉BB knife茶倒Tea spoon 茶匙Servic
19、e fork 一般叉Service Spoon 一般刀Paper Napkin 餐巾纸Comment Card 意见卡Captain order pad 点菜单Beverage order pad 酒水单Service Station Set-up 服务台摆台Coffee cup SaucerMilk JugAshtray咖啡杯碟子奶壶烟碟Sugar Bowl BB PlateTea BagToothpick糖罐烧烤盘茶袋牙签Carnation milkTable matSaucesDolly Paper三花淡奶桌垫酱油纸花垫MatchCloth Napkin火柴口布Tea Cocktail
20、Counter Set up 茶、鸡尾酒摆台WarmerTea potAshtrayCoffee cup加热器茶壶烟碟咖啡杯SaucerGlass Ice Cube Holder碟子杯子冰夹Cocktail Garnish JuicesTeaLemon鸡尾酒装饰品果汁茶柠檬Cherry UmbrellaSticksDolly paper樱桃装饰用小伞小木签纸花垫TrayJamTent CardWine basket托盘果酱卡片酒篮TowelPaper Napkin毛巾餐巾纸Straw Captain Order BookOrder Stand吸管定餐单定单夹MilkFlask Tea bagB
21、B Plate牛奶细颈花瓶茶袋烧烤盘General 通常见具clean menuscheck supply of lined洁净菜单检验布巾供给prepare salt and pepperswrite up specials (on blackboard)准备盐及胡椒记下尤其之处(写在黑板上)polish glasswarefold serviettes洁净玻璃器皿折叠餐巾polish cutleryproperly store equipment洁净餐具合适储存设备prepare coffee machineprepare and stock the waiters sideboard准备
22、咖啡机准备储存适量水在边柜中prepare coffee cups and mild jugsprepare breads准备咖啡杯及咖啡壶准备面包prepare under linersprepare butters准备涂抹器具准备黄油set up dessert trolleyclean equipment餐车摆台清洁设备vacuum restaurant public areas餐厅公共区域吸尘1.3 The waiters sideboard (Workbench) 服务员边柜How well your sideboard is set up can make the differen
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