1、CONTENT - 4 of 6 內容簡介 19. Towel Service 上毛巾 20. Beverage Service 上飲料 21. Wine Temperature 葡萄酒溫度 22. Wine by the Glass 杯賣葡萄酒 23. Wine by the Bottle 瓶賣葡萄酒24. Coffee & Tea Service 咖啡及茶水效力規范F&BCore Practices餐飲部中心規范3. Restaurants, Bars & Lounges餐廳,酒吧,酒廊 .CONTENT - 5 of 6 內容簡介 25. Serving items ordered 效力

2、所點菜式26. Refolding of Napkins 整疊口布27. Refill & Clearing 補充及清理28. Supplemental Orders 補單29. Service Delays 效力延誤30. Guest Satisfaction 客人稱心度F&BCore Practices餐飲部中心規范3. Restaurants, Bars & Lounges餐廳,酒吧,酒廊 .CONTENT - 6 of 6 內容簡介 31. Ashtrays 煙灰缸效力規范32. Presenting the Bill 呈現帳單33. Payment 付款34. Leaving the

3、 Table 離臺35. Bidding Farewell 送別客人F&BCore Practices餐飲部中心規范3. Restaurants, Bars & Lounges餐廳,酒吧,酒廊 .Tables are set-up according to the reservations made. Special requirements are prepared, dietary requests are communicated to the culinary team well in advance prior to the start of service. Special set

4、 menus are checked in spelling and according to the guests request.根據預定設置餐桌,提早與廚師溝通客人的特別要求.特殊菜單符合賓客的需求,無拼寫錯誤.PICTUREPhoto of table set-up arrangement with Champagne in a cooler table-side and menus on the table1. Table Set-Up 設臺 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Side and

5、 Service Stations are clean, arranged and well equipped with sufficient mise-en-place. Soiled plates are removed immediately and piling up of dishes should be avoided throughout the service period.效力臺堅持整潔，預備足夠的器具。用過的盤子及時收走。 2. Service station 效力操作臺Food & Beverage / Restaurants, Bars & Lounges 餐飲部 /

6、餐廳, 酒吧, 酒廊.Team leaders are clearly assigned to their stations and are in charge to handle orders and delivery of menu items as per service standards set. They are the only ones taking orders or responding to any supplemental guest requests to avoid that guests approached several times for the same

7、request. 主管需了解所分配到的區域, 按照每個效力規范擔任點單及菜單的傳送。只需主管才干給客人點單或回應客人其他要求,以免讓客人反復為同一個問題尋求協助。PICTURETeam leader in station 3. Station Assignment 區域分配Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.A hostess is always at the restaurants / bars entrance.堅持一名領位員在餐廳/酒吧入口處.4. Hostess 領位臺 Food & Bevera

8、ge / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.All guests are immediately acknowledged on arrival to the restaurant or bar with a warm smile, appropriate eye contact, with the Chinese greeting (according to the time of the day), using the guests name (when known) and by welcoming to the outlet.客人

9、到達后面帶淺笑用中文給予及時的問候,堅持適當的眼神接觸.“Nihao Mr. Smith. Welcome to Yi Caf. “他好李先生，歡迎來到怡咖啡。5. Greeting 與客問候 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.All Guests are asked if they have made a reservation (except for breakfast) when arriving at the outlet and asked for the name under which t

10、he booking was made.賓客到達餐廳后訊問客人能否有預定(早餐除外),和預定人姓名.“Did you make a reservation with us? May I have your name please? 請問他有預定嗎?請問您貴姓?6. Asking for Reservation 訊問預定情況 Food & Beverage / Restaurants, Bars & Lounges餐飲部 / 餐廳, 酒吧, 酒廊.If the guests did not have a reservation, ask for seating preferences and a

11、ssign table accordingly. Best tables are assigned for single diners.假設客人沒有事先定位,要訊問客人對座位的喜好,為單獨用餐的賓客預備最正確的位置.“Sir / Madam, would you prefer smoking or non-smoking? 請問您喜歡在吸煙區/非吸煙區入座?7. Seating Preferences 座位喜好 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Assist guests always with coa

12、ts and bags. First attend to disabled, elderly, ladies and children, then to men.為客人擺放大衣和隨身物品, 并首先為殘疾人士,老年人,女士及兒童效力.“May I help you with your coat / bag, Sir, Madam? 我可以幫您嗎? (外套或包)8. Assisting with Coats 輔助存放大衣 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.If the guests have made a

13、reservation but the table will not be ready within 10 minutes past the reserved time, guests are offered a complimentary drink at the nearby bar, lounge or seating area.假設客人曾經事先預定而餐桌在10分鐘之內不能預備好,我們必需安排客人在臨近的酒廊稍作休憩并提供免費飲品.“My sincere apologies that your table is not ready yet. May I offer you a drink

14、 at the bar while you are waiting ?非常負疚,您的座位暫時還未預備好,您介意在我們酒吧先喝杯飲料嗎?9. No Tables available 餐廳客滿 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.If there was no reservation made, colleagues should inform the guest on an estimated time when the next table becomes available or offer an al

15、ternate dining venue.客人假設沒有事先預定而我們暫時沒有空桌,必需告知客人大致的等候時間或給予其他餐廳的信息和建議.“There is a table available around 9:00 pm. Would that be alright for you? / May I offer you one of our other dining venues ? 您大約要等到九點鐘,請問有問題嗎?/我可以為您建議其他的餐廳嗎?9. No Tables available 餐廳客滿 Food & Beverage / Restaurants, Bars & Lounges

16、餐飲部 / 餐廳, 酒吧, 酒廊.All guests are escorted to their table in a gracious and efficient manner. Colleagues acknowledge and greet guests by stepping back with grace in order to allow guests to pass by. Do not walk too fast and make sure that guests are following.將客人引領至座位.員工應稍稍退后讓客人經過,不要步伐太快,確保客人能看到并跟隨.“T

17、his Way please, Mrs. Smith.李先生,這邊請.10. Escorting 帶位 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Colleagues to ensure that guests will only be seated at fully prepared tables. Upon the arrival at the table, colleagues will ask for the guests approval of the selected table.確保所安排的餐桌餐

18、具齊全.訊問客人對安排的餐桌能否稱心.“Sir / Madam, is this table alright for you?先生/女士,這個位置您覺得稱心嗎?11. Arrival at the table 到達餐臺 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Chair assistance is given to all guests after having been escorted to their table (ladies first). Colleagues wait until all gue

19、sts are seated before leaving the table and then wish an enjoyable dining experience.盡能夠為每位賓客拉椅子.待客人全部入座后分開并預祝用餐愉快.“Please Sir / Madam, enjoy your lunch / dinner.祝您用餐愉快.12. Chair Assistance 拉椅子 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Colleagues to offer recommendation on Chine

20、se tea immediately after the guests are seated. Tea is served within 5 minutes.入座后向客人引薦中式名茶,并于五分鐘內效力給賓客.“Nihao, Mrs. Smith. May I offer you some tea? We have the following selection.您好.李先生,我可以向您引薦一些茶嗎?13. Serving Tea (Chinese Restaurant only)上茶 (僅供西餐廳參考) Food & Beverage / Restaurants, Bars & Lounges

21、餐飲部 / 餐廳, 酒吧, 酒廊.The guests order is taken immediately or not later than 30 seconds after seating. The guest is acknowledged with a warm smile, the Chinese greeting (according to the daytime) and by using the guests name (when known).客人入座后30秒內點單,面帶淺笑稱謂客人的名字.“Nihao, Mr. Smith. Would you like to place

22、 your order? “您好,李先生。我可以為您點單嗎?14. Taking the Order 點單 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.When taking an order, ladies first and host last. Colleagues will remember who ordered what to avoid to ask again once the beverages and dishes are served.先為女士點單,并做好記錄,防止再次訊問客人Inquire

23、 if guest prefers family or formal style service (Chinese Restaurant only).訊問客人能否需求分菜效力(僅在西餐廳適用).PICTUREWaiter taking order.14. Taking the Order 點單 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Colleagues to upsell beverages, starters or desserts if not ordered.推銷飲品,開胃菜或甜點.“May I re

24、commend you a good glass of red wine with. / a dessert after 我可以向您引薦一杯葡萄酒/甜點?.15. Up selling 促銷 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Orders taken are always repeated to the guest. This does not apply for single guests who have ordered one beverage or dish only.反復客人的點單,不適用于僅

25、點了一份飲料或食品的客人“May I repeat your order, Sir, Madam? For you one 請允許我反復您的點單,先生/女士?您的一份.16. Repeating of Orders 反復點單內容 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.If not all seats at the table are occupied, the additional table setting will be cleared with the permission of the guest.

26、收走桌上一切的餐具.“Mr. Smith, do you mind if I clear the additional setting or will somebody else join you for breakfast / lunch / dinner?李先生,您介意我把多余的餐具收走嗎?還是待會兒您有朋友要來?17. Removal of Settings 撤離多余餐具 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.For all single diners, the newspaper of the da

27、y or magazines will be offered after the order has been taken.點單后,為單獨用餐的客人提供報紙和雜志.“Excuse me Sir/Madam, may I offer you some newspaper or magazine?打擾一下先生/女士,需求我為您提供一些報紙或雜志嗎?18. Single Diners 單獨用餐的客人 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Lavender scented hot or cold towel (ac

28、cording to the season) is served to the table after the guest is first seated, after the soup and before the dessert (except bars with drink service only, lounges and Gourmet). 客人入座后,提供帶有薰衣草香味的冷/熱毛巾.“Excuse me Sir/Madam, here is your face towel.打擾一下先生/女士,給您的毛巾.19. Towel Service 上毛巾 Food & Beverage /

29、 Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Colleagues always serve beverages from a tray and not later than 3 minutes past the time the order was taken. 點單后3分鐘內為客人上飲料.Bottled drinks such as beer, mineral water, etc., are always opened and poured in the guests presence. 瓶裝飲料,如啤酒,礦泉水等必需在客人面前翻開.“Her

30、e is your beverage, may I pour it for you? “您點的飲料,需求我為您倒上嗎?20. Beverage Service 上飲料 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Where there is no table linen or placemat set on the tables as a standard (Bars & Lounges), colleagues will always place the glass and bottle on linen co

31、asters. 假設沒有臺布或餐巾墊(酒吧),必需運用杯墊.Glasses and bottles are always served, poured and placed on the right of the guest.杯子擺放在客人的右手邊20. Beverage Service 上飲料 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Wine is always served at the appropriate pre-determined temperature.葡萄酒的溫度適當. 21. Wine T

32、emperature 葡萄酒溫度 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Appropriate wine glasses are brought on a tray to the table and set first. After that, carry the bottle to the table elegantly by hand (with a folded napkin sleeve around the neck) and presented with the label facing the

33、 guest. Announce the year, vintage, vineyard and grape to the guest. 先擺放葡萄酒杯,稍后將瓶裝酒呈上,酒標對著客人,闡明年份,酒莊和葡萄名.Excuse me Sir / Madam, here is your XX 先生/女士,這是您點的22. Wine by the Glass 杯賣葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Poured a small amount in the glass of the guest who or

34、dered the wine for tasting. Once the guest has acknowledged, the glasses will be filled according to standard starting with ladies first and the host last.在杯中倒入少許酒給客人品味,得到客人確認后為女士先倒酒,主人最后.“Excuse me Sir, would you like to taste?XX先生/女士,請您先試一下這款酒22. Wine by the Glass 杯賣葡萄酒 Food & Beverage / Restauran

35、ts, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.The wine tasting portion is always offered to the person who ordered the wine in the first place unless it is a lady in the companion of a man. Then the lady will be asked in a very courteous manner if she would like the gentlemen to taste the wine.總是讓點單的客人來試酒, 除非

36、點單的是女士, 需求禮貌的訊問女士能否要她身邊的男士試一下酒.“Excuse me Madam, would you like the gentlemen to taste the wine for you?XX女士,您能否需求這位男士試一下酒?22. Wine by the Glass 杯賣葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.When glasses are left full, colleagues should ask for a second glass. New glasses are

37、given with each consecutive glass of wine ordered. 假設杯中僅有1/4的葡萄酒,自動訊問能否需求第二杯,并改換新的酒杯.“Excuse me Sir / Madam, would you like to have another glass of wine?XX先生/女士,您需求再點一杯同款的葡萄酒嗎?22. Wine by the Glass 杯賣葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Appropriate wine glasses are bro

38、ught on a tray to the table and set first. After that the bottle will be carried to the table elegantly by hand (red wine with a folded napkin sleeve around the neck or in fine dining restaurants in the appropriate holder / basket; white wine in a cooler and stand and napkin) and presented with the

39、label facing the guest.先擺放葡萄酒杯,稍后將瓶裝酒呈上,酒標對著客人,闡明年份,酒莊和葡萄名. 23. Wine by the Bottle 瓶賣葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Colleagues should announce the year, vintage, vineyard and grape to the guest and then open the bottle in a suitable location near the table (or in

40、fine dining restaurants on a side table). 酒標對著客人,闡明年份,酒莊和葡萄名后為客人開酒.“Excuse me Sir, your 2004 Green Point Chardonnay. “打擾一下先生,您點的2004年碧匯莎當妮23. Wine by the Bottle 瓶賣葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.The cork is presented together with the cut soft cap on a small plate

41、at the table and left there with the vineyards logo facing the guest who ordered the bottle. This does not apply for wines with screw cap or artificial cork. Older red wines will be decanted.軟木塞放在小碟子上并放于桌上,酒標朝向客人,(不適用于螺旋瓶蓋和人造木塞).陳年的葡萄酒要提供醒酒效力.“Here you cork, Sir.“您的木塞,先生23. Wine by the Bottle 瓶賣葡萄酒

42、Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.A small amount is poured in the glass of the guest who ordered the wine for tasting. Once the guest has acknowledged, fill the glasses according to standard starting with ladies first and the host last.在杯中倒入少許酒給客人品味,得到客人確認后為女士先倒酒,主人最后.“E

43、xcuse me Sir / Madam, would you like to taste?XX先生/女士,請您先試一下這款酒23. Wine by the Bottle 瓶賣葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Refill the glasses when left full. Colleagues should ask for a second bottle before the first one is going to be empty to avoid embarrassment to

44、the host. The bottle will again be presented when asking.當杯中的酒到1/4時及時為客人添加.第一瓶酒即將飲用完之前訊問能否要第二瓶.“Excuse me Sir / Madam, would you care for another bottle of the same wine?XX先生/女士,您需求再來一瓶同款的酒嗎?23. Wine by the Bottle 瓶賣葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.When another bott

45、le of the same wine and vintage is ordered, a fresh glass is given for tasting. Other guests at the table are offered the choice to have a new glass. Should the second bottle be a different wine, new glasses for everybody have to be provided.效力第二瓶同款的酒之前為點酒者改換新的酒杯.不同款的酒,需求為一切賓客改換酒杯.23. Wine by the Bo

46、ttle 瓶賣葡萄酒 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Colleagues ensure that coffee is always freshly brewed per cup and served with hot milk and cube sugar. Tea is always made from loose tea leaves, poured in front of the guest and served with lemon and hot or cold milk (except

47、for Chinese tea) and cube sugar.確保每杯咖啡都是新穎磨制的,并提供熱牛奶和糖塊.茶葉狀的茶必需在客人面前效力,并提供檸檬,熱/冷牛奶(中式茶除外)和糖塊.24. Coffee & Tea Service 咖啡及茶水效力規范 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Colleagues to present and introduce all beverages and dishes ordered when serving at the table. In specialty

48、restaurants a more detailed, but short description of the dish should be given.上飲料或食品時要做簡單引見,特征餐廳要更細節化,但堅持簡單明了.“This is your . Please enjoy.這是您的,請慢用.25. Serving items ordered 效力所點菜式 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.When guests are temporarily leaving the table, the napk

49、in is being refolded in a neat shape and put on the side table. Pull the chair for the guest upon return.假設客人暫時分開座位,折疊好餐巾,客人回來時自動拉椅子.26. Refolding of Napkins 整疊口布 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Beverages should never become empty at the table and a second glass will b

50、e offered or refilled when the drink is full. Empty glasses will be refilled or cleared. Soiled dishes are to be cleared promptly and simultaneously.當杯中的飲料還有1/4時,及時訊問能否要第二杯.空杯子要及時添加飲料或收走.同時撤走用完的盤子.27. Refill and Clearing 補充及清理 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Supplement

51、al orders taken during the course of the meal will be responded to immediately.用餐期間如有追加的點單要及時跟進.“Right away, Sir / Madam.請稍等,先生/女士28. Supplemental Orders 補單 Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊.Guests are informed if there is any significant delay. Colleagues will apologize

52、 with a brief explanation and advise the guest on the approximate waiting time.任何點單如需較長時間的等待必需及時告知并給予負疚和適當解釋,說清等候時間.“Dear Mr. Smith. Your . will take another 10 minutes. My sincerest apologies for that.李先生,您的還需求10分鐘的時間,為此我向您表示真誠的歉意.29. Service Delays 效力延誤 Food & Beverage / Restaurants, Bars & Lounge

53、s 餐飲部 / 餐廳, 酒吧, 酒廊.Guest satisfaction of each patron is checked only twice and by one person only each time: 3-4 minutes after the main course and once after the check is presented. The outlet manager himself has to check once as a minimum as well.飲料或主菜效力后的3-4分鐘,由經理或主管訊問客人對飲料和食品的稱心度.“How is / did you enjoy your lunch, dinner? / How is / was your drink?您用餐愉快嗎?30. Guest Satisfaction 客人稱心度