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1、中餐厅培训手册IISHERATON SUZHOU HOTEL & TOWERS JOB CATEGORY STANDARDS AND PROCEDURES #001 When serving a guest, always think about the standards and procedures of each handling in the Celestial Court restaurant. Do everything for the guests, as far as possible. 当服务客人的时候，永远以标准和程序为天宝阁的客人处理方式。尽可能的满足客人的需要。 Pro
2、cedure: 程序： 1. Greet guest with a smile. Good Morning, Good afternoon, Sir/Madam. Welcome to Celestial Court. 面带微笑问候客人。“早上好/下午好，先生/女士。欢迎到天宝阁中餐厅。 2. Acknowledge reservation “ Do you have a reservation, Sir/Madam?” 询问客人是否有预订“您有预订吗，先生/女士？” 3. Acknowledge host “ We have already prepared the function roo
3、m for you.” 告知客人“我们已经为您准备了一间包厢。” 4. Guide the guest to the room, move in the front and say: This way, please Sir/Madam!” 带客人到房间，走在前面说：“这边请，先生/女士！” 5. Pull the chair, ladies first, than VIP. 为客人拉椅，让女士先坐下，然后是VIP。 Unfold the napkin and place it on guests knees. 摊开口布，放在客人膝盖上。 6. Captain/Waitress greets
4、guest with smile and present beverage menus. 领班/服务员微笑着问候客人呈上酒水单。 7. Place hot face towels (perfumed) and serve pre dinner tea. 为客人准备热毛巾和热茶。 8. Take drink/wine order. 为客人点酒水。 9. Serve drink/wine immediately and collect dirty face towel. 及时为客人服务酒水并收走脏毛巾。 10. Pick up first dish, show dishes to guest an
5、d mention the name of the dish. 上第一道菜时，要先呈上给客人看并报出菜名。 11. Dished up on station or table and serve on plates, one by one. 在服务台或桌上为客人分菜，一道一道上给客人。 12. Serve ladies first, than VIP. 先为女士服务，然后是VIP。 13. Ask for second drinks and bottle. 询问客人是否还要添加酒水。 14. Change ashtrays. 及时更换烟缸。 15. Offer fresh towels aft
6、er serving seafood or before serving noodles/rice. 在上完海鲜或上主食之前，为客人准备干净的毛巾。 16. Pick up course by course and dish up all dishes. 所有菜都必须分菜，而且要一道一道上。 17. Speak with the guest: Enjoying your meal or how was the dish?” 对客人说：“请慢用或您觉得菜的口味如何？” 18. After main course, clean the table and set up dessert cutler
7、y. 主菜上完后，清理台面上甜品餐具 19. Change face towels again after main course. 主菜上完后，为客人更换毛巾 20. Serve dessert. 为客人服务甜品。 21. Always pay attention to ashtrays, up selling of beverage or wine. 经常更换烟缸，询问客人是否要添加酒水。 22. Serve tea if requested by guest. 按客人需要服务茶水。 23. Ask if everything is to their satisfaction, check
8、 with host how the meal was and documented any feedback at end of service. 服务最后，询问客人是否都满意，菜的口味如何以及有何建议。 24. Verify check before guest requests it. 在客人结帐之前检查帐单是否正确。 25. Present check in a bill folder, with monthly newsletter or flyer. 把帐单放在帐单夹里，附上酒店月刊。 26. Pull the chair and help the guest to leave.
9、为客人拉椅，方便客人离开。 27. Bid farewell: Thank you for your visit, we look forward to seeing you again, Sir/Madam. 送别客人。“谢谢您的光临，希望下一次再见到您，先生/女士。” 28. Help the guest with their coat. 帮客人穿外套。 29. Hostess is the last person to greet guest and thanks you for coming. Good Bye, ladies & gentlemen. Hope to see you
10、again” 迎宾员最后向客人说再见，感谢客人的光临。“再见，女士们和先生们。 欢迎再来！” #002 When serving a guest, always think about the standards and procedures of each course in the Celestial Court restaurant. Do everything for the guests, as far as possible. 当服务客人的时候，永远以标准和程序为天宝阁的客人处理方式。尽可能的满足客人的需要 Procedure： 程序： 1. Greet the guest wit
11、h a smile Goood afternoon, Sir/Madam. Welcome to our restaurant. 面带微笑问候客人“下午好，先生/女士。欢迎到天宝阁中餐厅。 Acknowledge reservation and host. If the guest is a regular and we have guest history for likes / dislikes should be mentioned to him, so the guest knows we care. 了解客人的预订。如果客人是常客，我们必须了解他们的喜好及特殊要求，让客人了解我们关心
12、他们。 2. 3. Guide the guest to table, move in the front and say: This way please，Sir/ Madame. 带客人到桌边，走在前面说：“这边请，先生/女士！” Pull the chair, ladies first. 为客人拉椅，让女士先坐下。 Unfold the napkin and place it on guest knees. 4. 5. 摊开口布，放在客人膝盖上。 Captain/Waitress greets guest with smile. 6. 领班/服务员面带微笑问候客人。 Present dr
13、ink list and menu. 呈上酒水单和菜单。 7. 8. Ask guest: Would you like to have some tea? 问客人：“您要喝茶吗？” Recommend varieties of tea to guest. We have .tea. 向客人介绍茶的品种。 Ask guest prefer strong or light tea 询问客人要浓茶还是淡茶。 Place hot face towel (perfumed) 为客人上热毛巾。 Serve pre dinner condiments. 为客人上前菜。 Serve tea 为客人服务茶水。
14、 Ask guest for drink/wines. 问客人需要什么酒水。 Take beverage order on separate Captain Order. 酒水要单独开一张点单。 Serve beverages. 9. 10. 11. 12. 13. 14. 15. 16. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 为客人服务酒水。 Collect beverage list. 收回酒水单。 Recommend specials/promotions. Shift leader or waitress takes food
15、order. 点菜时，向客人介绍酒店的特色菜和推广活动。 Sell appetizer/ soups/ additional items - up selling all the time. 尽量推销开胃食品/汤和其它的食品。 Repeat complete order. 完整地重复客人的点单。 Bring captain order to cashier, get stamp and distribute copy to kitchen. 把点菜单的第一联给收银员，其它联给厨房。 Dish up soup, rice/noodle or any dish guests request to. 为客人分所有的汤和主食以及任何客人要求分的菜。 Peking Duck is peeled in front of guest. 北京烤鸭要当着客人的面前服务。 Serve food with serving spoon & fork in center of table. 服务食品时要用服务勺和服务叉。 Always present food to guest and mention the name of dishes. 每一道菜都要呈上给客人看并报出菜名。 Dishes m
