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1、STANDARD OPERATING PROCEDURE标准操作程序DINNER SERVICE正餐服务Task Number:BQT-0039Department: F&B BanquetingDate Issued: Nov. 2007Guest Expectation: I expect that my dinner will be served to the highest kitchen standards; hot, well presented and special requests will be handled discreetly.我希望我的正餐服务是用厨房的高标准，热的
2、，很好地展示出来同时一些特殊的要求小心的处理Time to Train: 60 minutesWhy is this task important for you and our guests?为什么这项任务对我们的客人和你是如此重要？Answers 回答: 1. To maximize guests satisfaction可以满足客人的最大期望值2. To ensure that Skirting is used consistently and to a standard确保一定要有标准地使用台裙WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QU
3、ESTIONS培训问题1) Understand instructions 理解班前会说明Read white board instructions. 阅读白板上的班前会说明Who writes these? 是谁写的这些？Occasionally some cold entrees are pre-set on tables. This allows maximum time to be spent concentrating on drink service and attending to guests needs.有时候有些凉菜是可以提前上桌的，这样会给你留出足够的时间去做酒水服务和关
4、注客人的需要a. Pre-setting occurs whilst guests are having pre-dinner drinks. 提前准备和给客人准备正餐酒水同时 进行b. Pre-set items are normally packed on trolleys and wheeled into the room as no guests are present. 在没有客人在的时候用推车将需要提 前上的菜品运送到房间里c. The general order of pre-setting is as follows: 总的提前准备的原则：i. butters and crea
5、mers 黄油和奶油ii. wines in ice buckets 白葡萄酒放在冰桶里iii. cold entre 凉菜iv. jugs of juice and waters一扎果汁和一扎水v. light candles (if applicable) 点着的蜡烛（如果适用的话）What are cold entre examples? 什么是凉菜的例子？What is the sequence of pre-setting? 什么是提前准备的顺序？Who do you serve First? 谁是你第一个服务的人？When serving entrees or main cours
6、es, serve a lady first at your table, serving clockwise around the table.在你的桌子上服务凉菜或者主菜时要遵循女士优先的原则，服务按照顺时针方向围绕桌子服务2) Meeting the Guest迎接客人1. Wine/Beverage service after they have been seated.红酒和酒水服务要在客人入座后进行2. Introduce yourself as you serve wine and explain menu.介绍你自己当你在服务红酒的时候同时介绍菜单3. Remove exces
7、s glasses as you pour wine i.e. those not drinking wine.拿走多余的杯子当你倒好红酒时，例如客人不喝红酒时4. Refill bread baskets when necessary.在需要的时候补充好面包篮How do I meet the guest？ 怎样迎接客人？3) Entree Service头盘服务1. Place unfolded napkins onto guests lap打开餐巾铺在客人的膝盖上2. Remove table numbers拿走桌号牌3. Check & change ashtrays检查和换烟灰缸4.
8、 Collect & serve entrees服务&收走头盘5. Sideboard duties; remove bottles & glasses餐具柜放置：拿走的瓶子&杯子6. Offer red wine服务红酒7. Top up white wine & other beverages加满白葡萄酒&其它酒水8. Clear entrees when whole table has finished unless otherwise told在整个桌子都吃完后收走头盘除非有其它的吩咐What is the sequence of service with entre? 什么是服务头盘
9、的顺序？4) Main Course Service 主菜服务1. Check & change ashtrays检查和换烟灰缸2. Collect & serve mains服务和收走主菜3. Remove excess glassware收走多余的杯子4. Sideboard duties:- prepare centres, remove lids, glasses, return table numbers餐具柜职放置：准备的东西，拿走的盖子，杯子，拿回来的桌号牌5. Serve Champagne香槟服务6. Top up wines/Beverages加满红酒/酒水7. Clear
10、 mains when whole table has finished unless otherwise told 在整个桌子都吃完后收走主菜除非有其它的吩咐8. Clear butters, salt & peppers and breadBaskets 拿走黄油，盐&胡椒和面包篮What is the sequence of service with Main course? 什么是服务主菜的顺序？5) Dessert Service 甜品服务1. Check & change ashtrays 检查和换烟灰缸2. Collect & serve dessert 服务和收走甜品3. Ta
11、ke coffee cups & centre to table拿来咖啡杯&放在桌子正中4. Clear dessert拿走甜品5. Check & change ashtrays 检查和换烟灰缸6. Serve coffee咖啡服务7. Clear napkins拿走餐巾8. Remove excess glassware拿走多余的杯子9. Offer second coffee第二次咖啡服务10. Sideboard duties:- clear away everything餐具柜职责：清除所有的东西11. remaining回顾What is the sequence of servi
12、ce with desserts? 什么是甜品服务顺序？Summary questions:总结1. How do I introduce myself to guests? 2. What is the sequence of service with Entre?3. What is the sequence of service with Main4. What is the sequence of service with Dessert?5. When do I clear entre plates?6. Main plates?7.Now ask the trainee to practice the task from start to end to test competency.
