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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.程序如下: 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 气氛布置 最后的检查1.7 The reservations diary taking a reservation 预定日记2. WELCOMING CUSTOMERS 迎接客人2.1 Seating a customer 引客人入座
3、2.2 Greeting 问候2.3 Seating 就坐2.4 Serving Pre-meal Drinks 提供餐前酒水3. SERVING FOOD 食品的服务3.1 Order taking sequence 服务顺序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 顾客用餐完毕后清洁4.1 Arranging customer de
4、parture 安排客人离去4.2 Payment methods 结帐方式4.3 Cleaning 清洁详细内容如下: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.因为这是服务业的最前方，你的外表是很重要的，因此你必须首先注意这一点。Being in control of th
5、e job at hand, along with good self image and personal appearance leads to professional confidence when handling people.随时处于工作最佳状态，伴以良好自我形象及个人外表，这将你在面对顾客时表现得既自信又专业。The things we look at when we talk of personal grooming include.我们所讨论并关注的个人仪表包括：(a) Facial expression a customer expects to see a smilin
6、g face a smile overcomes many problems. Show alertness and freshness, never boredom of disinterest.表面印象 顾客总是希望见到笑脸 微笑可以克服任何难题，表现出您的警觉和生机，绝不要不耐烦或不理睬顾客;(b) Personal hygiene a sense of pride is gained by looking well groomed and attractive.个人卫生 以仪表整洁吸引别人并引以自豪Daily bathing and use of deodorant ensures p
7、ersonal 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干净，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 s
8、hould be clean and tidy, well groomed and not require constant touching or attention.发型 应保持干净整洁，修饰整齐，不要引起特别注意;(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 c
9、lothes and uniforms are smart, clean and uncreased. Dirty shoes and laddered stockings also show neglect.衣着 请记住这是给予顾客的第一印象。首先要注意制服的干净整洁。你必须关注你的外表确保制服干净整洁并无褶皱。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
10、be spotlessly clean and presented at its best for each service period.在你为服务做准备工作时，有许多需要你注意的事项，不仅仅是要求一点污点也没有，而且要求餐厅必须处于最佳服务状态。This is the minimum expectation of your customers.这是顾客对我们的最低要求。Time spent in preparation is never wasted as efficient preparation is the key to a smooth operation.准备工作所用的时间并不是
11、在浪费时间，因为高效率的准备工作时常是顺利运作的主要因素。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，与主管及经理确认特别要求及预定。他们将确认预定并安排桌位并将要点统治员工。You are now ready to unde
12、rtake preparation tasks. The order in which tasks are combined varies with establishments.现在，你已经准备好去执行这项任务。定单的任务是与各种确认有关的。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
13、 plans can vary daily depending on bookings.桌面是你的顾客所看见的第一样事务，这就是为什么说在得到指示后确保所有桌面摆台正确是必要的原因，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, che
14、an and polished cutlery, glassware and folded serviette for each customer. Check all table settings.确保所有桌面铺着整洁的桌布并摆好所需物品。确认后按要求摆台。一般需要摆放盐、胡椒、烟碟、花瓶、烛台、瓷器、玻璃器皿及折叠的餐巾。检查所有摆台。1.1 Menu knowledge 菜单常识1)You must know :a.The dishes on the menu 菜单上的菜肴你必须知道b.The prices 价格b. The seasonal vegetable 当季蔬菜c. The s
15、pecials of the day 每日特式d. Soup of the day 是日例汤e. Items which are not available 哪些项目是不必要的2) How to serve each item: 如何提供每项服务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何时给顾客提供碗c. What cutlery for each dish in the right order正确提供，每盘菜需要的餐具d. Parmesan cheese with pasta items, etc.意大利奶酪及面制品等3) Generally follow: 一般上菜程序ITEM 项目 SERVE WI
