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1、BASICWESTERNFOODKNOWLEDGE西方酒店食物知识DAYONESESSIONSONEANDTWOSTEPHENANDCONNIEOVERV|EW总的看法BASICRESTAURANTPROCEDURES基础餐厅和步骤BASICEQUIPMENTDESCRIPTION基础设备描述BASICDININGENVIRONMENT基础用餐环境BASICJOBDESCRIPTION基础知识详述BASICMENUESEQUENCE基础知识MENUTERNMINOLGY-MEATS菜单知识,肉类PREPAREDININGAREAFORSERVICE准备用餐的服务CHECKDININGAREAA
2、NDCUSTOMERFACILITIESFORCLEANLINESSPRIORTOSERVICE检查用餐的环境,和客人的PREPAREANDADJUSTDININGENVIRONMENTTOENSURECOMFORTANDAMBIENCEFORCUSTOMERS准备和修改用餐环境来确定客人的舒适性SETUPFURNITUREINACCORDANCEWITHMEALTYPESANDBOOKINGS根据预定和客人的要求来设立设备CONTINUED继续CHECKTABLESANDSETTINGSFORSTABILITY检查桌子和检查稳定性CHECKANDPREPAREEQUIPMENTFORSERV
3、ICE检查和准备服务器材的准确性VERIFYMENUVARIATIONSANDDAILYSPECIALSWITHKITCHENSTAFF检查菜单的多样性和每天的厨房的特殊性PREPAREANDSETTABLES准备和摆台SETTABLESCORRECTLYINCLUDINGCUSTOMERREQUESTS根据客人的要求准确的摆台DRESSTABLESACCORDINGLY根据要求摆台CHECKCLEANLINESSOFTABLESANDALLITEMSPRIORTOSERVICE检查桌子的清洁,和所有器材的准确性REMOVE,CLEAN,ORREPLACEITEMSWHERENECESSARY
4、移动,清洁,或是更换那些不必要的东西WELCOMECUSTOMERS欢迎客人WELCOMECUSTOMERONARRIVAL欢迎到店的客人CHECKDETAILSOFRESERVATIONSWHEREAPPROPRIATE检查预定的准确性OFFERPRE-MEALSERVICES提供预备欢迎客人的准备ESCORTANDSEATCUSTOMERACCORDINGTOTABLEALLOCATION根据桌子的地址,准确的引客人入座PRESENTMENUANDWINELISTTOCUSTOMER给客人提供菜单和酒店PROYVIDEINFOTOCUSTOMERGIVINGCLEAREXPLANATION
5、SANDDESCRIPTIONS给客人霁要的菜单进行解释和描述TAKEANDPROCESSORDERS点单的程序TAKEORDERSACCURATELYWITHMINIMALDISRUPTIONTOCUSTOMERS点单的时候要准确,最好做到最少的打扰客人RECORDORDERSLEGIBLYOFFERINGSUGGESTIONSTOCUSTOMERSTOASSISTWITHDRINKANDMEALSELECTIONSUSINGSELLINGSKILLS给客人一些专业的建议,最好是运用一些销售技巧ANSWERCUSTOMERQUESTIONSONMENUITEMSCORRECTLYANDCOU
6、RTEOUSLY准确的回答客人关于菜单和酒水的问题CONTINUED继续RELAYORDERSINCLUDINGSPECIALREQUESTSORDIETARYNEEDS,CULTURALREQUIREMENTSTOKITCHENPROMPTLY准确的传递客人的菜单,包括客人的特殊要求,风俗习惯OPERATEORDERINGSYSTEMSCORRECTLY真确的运用点单系统PROVIDEORADJUSTGLASSWARE,SERVICEWAREANDCUTLERYSUITABLEFORMENUCHOICES根据菜单准确的更换餐具,江杯SERVEANDCLEARFOODANDDRINKS服务和清
7、理食物和饮料COLLECTFOODANDBEVERAGESELECTIONSPROMPTLYFROMSERVICEAREAS,CHECKFORPRESENTATIONANDORDERISCORRECTANDCONVEYIMMEDIATELYTOCUSTOMER迅速从服务区选择酶水,检查传递的信息是否正确MONITORFLOWOFSERVICEANDMEALDELIVERY监测和跟进服务和食物的传递RECOGNISEANDFOLLOWUPPROMPTLYANYDELAYSORDEFICIENCIESINSERVICE敏捷认知在服务过程中的延误,或是服务中的不足CONTINUEDADVISEANDREASSURECUSTOMERSOFANYDELAYSORPROBLEMS建议或是保证以后再也不会有延误的事情SERVEFOODANDBEVERAGECOURTEOUSLYANDTOTHECORRECTPERSONACCORDINGTOHYGIENESTANDARDS有礼貌的服务客人酒水,根据我们的服务卫生标准CHECKCUSTOMERSATISFACTIONATAPPROPRIATETIME在正确的时间里检查客人的满意度
