1、 海量资料下载五星级酒店餐饮部咖啡厅操作手册介 绍Food and Beverage is a hugely diversified Department that has to cater to guests varied needs in a polite, friendly and professional manner while at the same time striving for optimum profitability.餐饮部是一个大部门，它要在同一时间迎合客人在礼貌、友好、专业态度上的不同要求。同时追求最佳的效益。As the public becomes more k2、nowledgeable the demand upon the Food and Beverage Department to satisfy their needs becomes a greater challenge. To meet this challenge we need to provide our guests with a quality of service and product that is second to none. 当相关政策被人们所广泛熟悉的同时，餐饮部在满足客人的需求方面遇到的极大的挑战。为了迎接挑战，我们唯一能做的就是给我们的客人提供高质量的服务和产3、品。To achieve this the Food and Beverage Department needs to set standards for quality of service and product. 为了实现这一目标，餐饮部制定了一系列有关服务和产品的标准。This manual has been structured in a user-friendly format. Giving various job descriptions and job list with tasks and service standards relevant to that positio4、n.这些准则有相当友好的界面格式。对不同的工作岗位进行了描述，列出了每个岗位的工作职责以及相关了服务标准。The main objective of EZ cafe is to contribute to the profitability of the Food & Beverage Department as well as to maintain a standard of performance that is expected in the entertainment industry.EZ咖啡厅的主要目标是在给餐饮部尽可能创收的同时，也要保持消费行业的服务水准。APPEARANCE5、 AND GROOMING仪容仪表OUR GOOD IMAGE BEGINS WITH YOU树立良好形象As a staff of EZ cafe , you play a vital role in shaping the public image and reputation of one of Shanghri-Las best restaurants.作为EZ咖啡厅的一名员工，你所树立良好大众形象及声誉对于这一香格里拉大酒店最好的餐厅起着致关重要的作用。Providing good service, the kind of service that makes people want6、 to return again and again, entails much more than simply knowing your job. The Hospitality Industry places special demands on personal qualities and conduct, that few other industries require.提供良好的服务。这种服务能够使顾客乐意再来，而不是对你的工作只停留在简单的表面认识上。比其他的行业，酒店业对于个人的品德和操守的有特别的要求。You have been employed for your spec7、ific job because we believe that you possess special skills and qualities, which will make you an asset to the company. The following guidelines will assist you in achieving your personal presentation and grooming, which will ensure that you project the professional image that our guests expect.你现在所8、从事的是一项特别的工作。因为我们相信你具有特殊的技能，这也是你加入我们公司的原因。以下的这些规定，将会帮助你实现个人仪容仪表的塑造。以确保你能建立起客人所希望的形象。“IMAGE” vs “LOOKS”“形象”和“外表”The EZ cafe image deals with two major aspects of an individual:EZ咖啡厅的形象由两个方面构成Presentation - which entails appearance and grooming外表 - 包括外表和装饰Conduct - which covers behavior, attitude and e9、tiquette操作 - 包括行为、态度和礼仪Certain codes and guidelines have been outlined in this manual to help you formulate your own way of responding to situations that arise while you are working.这一手册中已列出了相关的规则可以帮助你在应对相应的工作情况。By following these guidelines and by bearing in mind at all times that “our guest is the10、 most important person”, you will be able to offer the highest standard of service possible.只有准守这些准则，时刻把“客人是最重要的”牢记在心，才能尽可能地为客人提供最高标准的服务。You are an important image-maker. This manual will help you believe in your own abilities to enable you to bring out the best in yourself in order to develop self-11、confidence. Not only will you add incalculable value to our restaurant, moreover will enable you to build a rewarding career within the company.你是致关重要形象树立者。这个手册将让你相信自己能把自己塑造到最好，从而建立自信心。这不仅能为酒店增加不可估量的价值，而且能将对你在公司中的职业生涯大有益处。PERSONAL APPEARANCE个人外表It is a fact of life that people form their first impre12、ssion of others from their outward appearance as a member of the Hospitality Industry. Initially, physical appearance counts more than in most fields. Employees in this industry work in highly visible jobs, circulating amongst discerning guests.作为酒店业的成员，人们总是通过他人的外表来建立对别人的第一印象的。外表在一开始要比任何许多方面都重要。酒店行业13、的员工从事的是一种门面性的工作，他的周围有着许多带有鉴赏眼光的客人。A smartly dressed, well-groomed employee, who has made the most of his physical appearance, immediately sways our guests.一个穿着得体，仪表端庄的员工，将会给客人留下很好的印象。Slovenly or careless grooming, outlandish or extreme hairstyle, make-up and accessories will create a low-grade impre14、ssion to our guests.相反的，外表懒散，头发不修边幅，不得体的化装和首饰都将给我们的的客人留下不好的印象。As an employee, you are assigned specific tasks and responsibilities. In addition to these tasks, you are an ambassador of goodwill. You are expected to become competent in promoting good guest relations on certain levels.作为一名员工，除了肩负特有的责任15、和任务以外，你还应是一位亲善大使。具有提升和客人的良好关系的能力。The following personal presentation code outlines the grooming standards expected for all employees.一下是针对所有员工的着装准则。If any aspect of the personal presentation code seems incomprehensible to you, do not hesitate to discuss them with your Department Head.如果你对里面的任何方面有什么不16、理解的，请不要犹豫，可以和你的部门领导共同探讨。GROOMING着 装All employees must observe the following:所有的员工必须遵守以下规定：1. Uniforms must be worn on duty.当班的时候必须穿制服2. Staff may keep a set of uniforms in their lockers. They are held responsible for taking care of the uniforms issued to them. These are to returned to the Uniform Is17、suance Dept. when they go on leave and should not be brought home. 员工可以在自己的柜子里留一套制服。必须妥善保管制服。当他们离岗时必须制服交还给制服保管部门而不能带回家。3. No badges, ornamental buttons or jewelry and lavish accessories should be worn on the uniform unless issued by the company.不能戴徽章，装饰性的纽扣。首饰，多余的配件必须放在公司制服里面。A. PERSONAL HYGIENE个人卫生18、Good personal hygiene habits must be observed at all times. A daily shower is essential along with the use of an effective deodorant or anti-per spirant.要养成良好的卫生习惯。每天洗澡对保持无体味是非常有效的。Oral hygiene is also essential. Your programme should include regular brushing and flossing of teeth and use of a mouth19、wash or breath mints before or during your shift.口腔卫生也很重要。你必须有规律地刷牙，在当班前或是当班过程中使用漱口水或是口气薄荷喷雾剂。B. SKIN皮肤A clear complexion is important. If you have acne, dry skin or other skin disorders, seek advice from a skin care consultant. Other conditions such as cold sores, impetigo and tinesa are not only u20、nsightly, they can be contagious. If you suspect that you have a skin disorder, consult our Medical Department immediately.有干净的肌肤很重要。如果你有痤疮，皮肤干燥或是其他肌肤问题，要去咨询皮肤顾问寻求解决。有些状况如感冒疮、脓疱病不仅不好看而且会传染。如果你怀疑你有皮肤问题，请到我们的医药部门查询。C. UNIFORMED MALE EMPLOYEES穿制服的男员工1. Hair 头发Must be neat and tidy at all times. The sty21、le should be contemporary but never extreme. Hair length must not extend past the bottom of the earlobe, collar or eyebrows.必须时刻保持干净整洁。发型可以是时尚的但不能过于夸张。头发的长度不能过耳垂及领口，留海不能过眉毛。Sideburns are acceptable, provided the length does not exceed past the bottom of the earlobe and the style is not extreme.胡子的长度22、不能过耳垂，造型不能太夸张。要让人能够接受。Extreme styles, such as shaved scalps, rat tails and dreadlocks are not permissible.所有古怪的造型，如理光头、留小辫子或长发绺都是不允许的。Styling gels and hair tonics may be used to ensure that hair ends remain in place.发胶及护发素不要使用太多Your hair colour should look natural. If highlights or colourings are us23、ed, they should enhance your hair subtly and naturally. Extreme fashion colours are not allowed.头发的颜色看上去要自然。如果挑染或是染发，要让你的头发看上去自然细致。夸张的颜色是不允许的。Wigs and hairpieces are permitted provided they meet the above requirements.如果假发及假眉毛符合以上的标准是允许使用的。2. Facial Hair面部的清洁A well-shaven face is essential. Beards a24、re acceptable if kept neat and well trimmed. Beards should be grown in your own time. Two or three day growth is prohibited.有清洁的面部很重要。胡须如果能修剪平整是允许的。根据个人的情况对胡须进行修剪，一般不能超出两到三天。Moustaches are also acceptable but must conform to the standards listed below:留鬓角必须符合以下的标准：- Neatly trimmed and clipped修剪平整- N25、o narrower than 12 mm宽度不小于12毫米- The horizontal width and downward drop may not extend more than 12mm. beyond the corners of the mouth.离嘴角四周不能少于12毫米3. Fingernails手指甲Must be clean and neatly trimmed at all times.手指甲要随时保持干净，修剪平整4. Scent体味Cologne or after-shave, if used, should be subtle. It should not 26、clash with your deodorant, soap or talc.可以使用一些古龙香水或是须后水，这不和你所使用的除臭剂、香皂或是滑石粉相冲突。5. Jewelry 首饰No earrings are permitted. If a necklace is worn, it must be kept inside the shirt. A single bracelet and dress ring, either silver or gold may be worn.不允许带耳环。如果有戴项链必须把它藏在衬衫的里面。只能佩带一只手镯或戒指。A dress watch, if w27、orn, must be subtle in design. Watch faces may be no larger than 30mm. in diameter and preferred colours are black, gold, silver or white.如果佩带手表，表面直径不能大于30毫米。最好选用黑色、金色、银色、或是白色。6. Spectacles眼镜Framed styles must be subtle and should compliment your own natural facial features. Extreme fashion styled g28、lasses is not acceptable. If your doctor prescribes dark glasses, they may be worn provided that the eyes can still be seen.眼镜的边框要符合个人的脸型，不能佩带造型过于夸张的眼镜。如果你的医生嘱咐你要佩带墨镜，必须确保你的眼睛还能该看清东西。7. Shoes鞋子Comfortable and supportive shoes must be worn at all times. Staff shoes must conform to the dress codes dic29、tated by their respective department. Shoes must be cleaned and polished regularly.穿舒适平稳的鞋子。员工鞋必须符合所属部门的制服号码。鞋子要经常清洁，擦拭。8. Belts腰带If your trousers have belt loops, a plain belt may be worn. The belts colour should closely match your trousers and be no wider than 40mm. Oversized or ornamental buckles30、 are not permissible.如果你的裤腰太宽的话，你必须使用腰带。腰带的颜色必须和你所穿的裤子相匹配。宽度不能超过40毫米。不允许使用过大或是带有装饰性的带扣。9. Undergarments衬衣Undergarments are to be worn at all times. A singlet or undershirt is permitted. Flesh or white colours are recommended. Coloured or motif undershirts must be visibly worn.要穿衬衣。允许穿汗衫。建议穿肉色或是白色的。有31、颜色或是有图案的衬衣要看得见。D. UNIFORMED FEMALE EMPLOYEES穿制服的女员工1. Hair头发Hair must be neat and tidy at all times. The style should contemporary but never extreme. If you are wearing long hair, tie it and bond it during hours of duty. Your hair should not block your vision or cover your identification badge.头发必须时32、刻保持干净整洁。发型可以时尚但不能过于古怪。如果你留长发，必须在当班的时候把头发扎起来。头发不能遮住你的视线或是你的工作牌。Extreme styles, such as shaven scalps, rat tails, twines, beads and exaggerated teasing are not acceptable.造型古怪的发型，如：光头，留小辫子，扎两个辫子，麻花辫或任何怪异的梳法都不允许。Styling gels or hair sprays are recommended to ensure that hair ends stay in place.不要使用过量的发33、胶及喷雾剂Your hair colour should look natural. If highlights or colouring are used, they should enhance your hair subtly and naturally. Extreme fashion colours or revealing dark roots are not permitted. Hair colour treatment, if theres any, should be maintained as often as necessary.头发的颜色要自然。如果挑染或是全染，要让34、你的头发看起来自然，精美。过于夸张的的颜色或是现出头根的黑色都是不允许的。如果有染颜色，要及时的补色，让颜色保持一致。Wigs and hairpieces are permissible provided they meet the above requirements.假发及假眉毛如果符合以上的条件，可以使用。All accessories such as pins, combs or elastic bands should match the colour of your hair, while ribbons or bows should coordinate with the co35、lour of your uniform.所有的饰物如：别针、头梳及牛皮筋都要和你头发的颜色协调。头上稠带的颜色要和你制服的颜色协调。2. Fingernails手指甲Must be clean and neatly trimmed at all times. Nail polish is not compulsory. Should you choose to wear nail polish, the colour should be pale or translucent.指甲要保持干净，修剪平整。是否涂指甲油没有强制性。如果有涂，必须选择无色或是半透明的颜色。3. Make-up化妆W36、earing make-up is a must. From both presentation and skin protection point of view, a basic make-up should include blush or rouge, lipstick, eye shadow and mascara.必须化妆。从外表及保护皮肤的角度出发，基本的化妆包括：胭脂、口红、眼影和眉毛膏。Always apply only light make-up to enhance your own natural features and skin complexion. Ensure37、 that you make the most of your appearance at all times.只要化能够体现你个人自然气质及保护皮肤的淡妆就可以了。确保时刻体现自己就完美的一面。4. Scent体味Perfume or cologne, f used, should be subtle. It should not clash with your deodorant, soap or talc.适当使用香水。不能和你的除臭剂、香皂及滑石粉相冲。5. Jewelry首饰Only one pair of subtle-designed earrings may be sporte38、d, of which the length and width are no more than 20mm. in diameter. Earrings worn on the nose are unacceptable.只允许佩带一副耳环，设计精美，长度和宽度都不能超过20毫米。不允许戴鼻环。A necklace, if worn, is restricted to a single strand, either gold, silver or pearl. Any pendant or drop in the chain must be no more than 20mm. in len39、gth or width and the design should be faint.如果佩带项链，只能有一条。可以是金的、银的或是珍珠项链。项链的坠子长度和宽度不能超过20毫米。设计要简单。A single dress ring or bracelet on each hand may be worn provided that the designs are delicate, either gold or silver.每只手只能戴一个戒指和一个手镯。必须设计精美，银的或是金的。A dress watch, if worn, must be subtle in design. Watc40、h faces may be no larger than 20mm. in diameter and preferred colours are black, gold, silver or white.如果佩带手表，手表的设计必须精美。表面的直径不能超过20毫米。颜色最好是黑色、金色、银色或是白色。6. Spectacles. 眼镜Framed styles must be subtle and should compliment your own natural facial features. Extreme fashion styled glasses is not acceptab41、le. If your doctor prescribes dark glasses, they may be worn provided that the eyes can still be seen.眼镜的边框要符合个人的脸型，不能佩带造型过于夸张的眼镜。如果你的医生嘱咐你要佩带墨镜，必须确保你的眼睛还能该看清东西。7. Shoes 鞋子Comfortable and supportive shoes with a minimum heel of 25mm. must be worn at all times. Staff shoes must conform to the dress c42、ode dictated by their respective department. Shoes must be clean and polished regularly.鞋子必须要舒适，鞋跟最少要25毫米。员工鞋必须符合所属部门的制服号码。鞋子要经常清洁，擦拭。8. Stockings / Pantyhose. 袜子Stockings or pantyhose must be worn at all times. Natural colours are preferable; patterns or thick-ribbed styles are not permissible.必须穿袜43、子。最好是自然的的颜色。有印花的袜子不能穿。9. Undergarments衬衣Flesh coloured undergarments must be worn underneath sheer blouses and dresses at all times.裙子里面必须穿肉色的衬衣。CONDUCT AND ATTITUDE 行为和态度CONDUCT 行为Being presentable and well groomed is only a part of the total image we project to our guests. How you react to our gue44、sts, the manner in which your provide service and treat guests provide the TOTAL image.仪容仪表只是我们给客人印象的一部分，礼貌会给客人提供的服务中留下深刻的印象The manner in which we offer service to a guest should be, as you would treat them in your own home, offering assistance, if and when required.对待客人的要求应象在你家里一样礼貌的对待Remember to a45、lways to give courteous, knowledgeable and friendly service. From the moment the guest arrives, it is up to you to establish a positive relationship for doing business, satisfying their needs, making them feel comfortable, relaxed, looked after and welcomed, thus building his desire to return.记住总是提供46、礼貌，专业和友善的服务。To be successful in our industry, you require a positive attitude. Make the most of the things you do, be enthusiastic, get involved and share it with your guests, your department and colleagues.要积极的态度去工作，才可以取得成功，热情的投入工作，将棘手的问题与你的客人，部门和同事一起讨论。You are valuable and are a vital part of our 47、operation with much to contribute. Believe in your own abilities, do things to the best of your capacity and make others and yourself, feel good.你是我们工作中必不可少的一员，相信自己的能力，把工作做到让自己和别人都满意。The right attitude can move mountains; the wrong attitude destroys everything and leads to total failure. Remember th48、is, put it into practice and you are a WINNER!正确的态度可以将大山移走，错误的态度可以破坏任何事物并领引失败，. 记住它, 将它放入练习，你将会是一个胜利者!ATTITUDEYour attitude is the key to your success and happiness. It is also the guide to the success of our operation. Attitude is your mental position with regard to how you view facts and situation49、s.你的态度是你的成功和快乐的关键，它也是通向成功的指南。态度是你如何看事实和情形的智力定位。 Your attitude towards a guest or colleague influences your behavior. You cannot always camouflage how you feel. 你对客人或同事的态度会影响你的行为，你不能总是伪装你的感觉 Your attitude determines the level of your job satisfaction.你的态度决定你工作满意度的标准。 Your attitude affects everyone th50、at you come into contact with, in person or by telephone.你的态度影响你直接或电话接触的每一个人。 Your attitude is not only reflected by your tone of voice, but also by the way you stand or sit, your facial expressions and in general, body language.你的态度不但从你的音调和声音而且从你的站姿和坐姿，面部表情和肢体语言反映出来， Your attitude is not fixed the 51、attitude you choose to display is really up to you.你的态度不是固定的-你所表现出的态度由你的自己决定。THE “PLEASE” CONCEPT 愉快的概念PPositive 积极的The way you stand, walk and look, throughout the restaurant will convey an image to our guests. You need to ensure that it is a positive and attentive effort to cater to their needs an52、d desires.你穿过餐厅时你的站姿，行走和面部表情都会传达一种信息给客人，你需要确保它们是积极的并努力的迎合客人的要求LLook and Listen 看和听By being alert and attentive to our guests needs and wants, by showing pride in your work and workplace, you reflect professionalism and effectiveness.警惕和专心留意客人的需要来表现你引以为豪的工作和工作场所，从而反映出你的专业和效力EExpression 表情Facial expre53、ssions convey a wealth of meaning to our guests. It can depict your moods and feelings.面部表情反映出对客人的态度，他可以反映出你的心情和感觉。AAppearance 外貌Pride in your personal and environmental appearance creates a positive perception to our guests.要以你自己和周围的环境引以为豪，给客人一积极的感觉。SSmile微笑A smile signifies friendliness and approa54、chability, which creates a positive feeling to our guests.微笑意味着友善，给客人一积极的感觉EEnthusiasm 热情If a guest can sense your lack of eagerness to perform a task or service they require, they will establish a poor perception of YOU and the COMPANY, as a whole.如果客人感觉到你缺乏热情去完成他们的要求和服务，他们将会对你和你的公司留下不好的印象。THE TEN 55、COMMANDMENTS OF HUMAN RELATIONS人事关系的十大戒律1. Speak to people. 和人讲话There is nothing more pleasant than a cheerful word of greeting.没有比愉快的问候更让人高兴。2. Smile to people. 对人微笑It takes 72 muscles to frown and only 14 to smile.微笑只用14块肌肉，而皱眉要用72块肌肉。3. Address people by their name. 用名字称呼别人A person prefers to be 56、addressed by his name for a more personal approach.人们喜欢被人用名字称呼。4. Be friendly and helpful 要友善和有帮助Treat others in the manner you wish to be treated.要用你需要被对待的态度去对待别人5. Be cordial. 要热情Speak and act as if everything you do is of genuine pleasure.说和做要像你做的每一件事是真正的快乐6. Be genuinely interested in people. 真正57、关心别人You can like anybody if you make the effort. 如果你努力，你可以喜欢每一个人7. Be considerate with the feelings of others. 要考虑到他人的感受People do have emotions which demands due respect. 人们确实有要求应得的尊敬8. Be generous with praise. 要懂得赞美Be cautious with criticism. 谨慎的批评9. Be alert to give excellent service. 警惕的提供优质服务Wha58、t counts most is what we can do for others. 可以计量的是我可以为别人作什麽10. Keep your sense of humor. 保持你的幽默感Always try to see the humorous side of a bad situation.坏的情形下要试着去看幽默的一面COURTESY 礼貌“COURTESY IS VERY IMPORTANT.礼貌是非常重要的Courtesy consists of three things: 礼貌有以下3点组成1. Attitude 态度2. Words 话语3. Behavior 行为举止Re59、member these words that we were taught as children: 象教小孩子一样来记住下面的词：1. Please 请2. Thank you 谢谢3. May I 可以吗？4. Excuse me; I am sorry 打扰一下， 对不起5. I am glad to 非常荣兴The guests, as well as our colleagues, pay attention to our behavior, that is why:要注意自己的言行举止1. Be clean at all times. 要保持清洁2. Smell good, yo60、ur breath and body. 口气和身体无异味3. Do not leave food on the table or on the floor after eating. 用完餐后不要遗留食品在桌子或地板上。4. Clean up after yourself and others. 整理干净你自己和别人的5. Help others in any way you can. 尽量去帮助别人6. Introduce yourself to new employees. 向新员工介绍自己7. Look at others in the eye when talking. 谈话时要有目光61、交流8. Use the name of another person if you know it; better still, get to know it. 称呼别人的名字9. The golden rule is “guest first.” 客人永远是第一位的10. Smile! 微笑AGAIN, BE POLITE AND COURTEOUS ALWAYS.再次强调， 要始终如一谦恭有礼餐饮部可做与不可做1 .DO”S 可做- Be a lady/ gentleman all the time. 在任何时间都要做女士/先生- When meeting a guest, smile 62、and greet according to the time of the day.当遇到客人时要微笑并根据不同的时间问候客人。- Morning / Good afternoon Sir / Madam (if known , use the guests name)早上好/下午好先生/小姐（如果你认识客人用名字称呼客人）- Be correct and polite and do not talk too much to the guests.适当和礼貌的和客人谈话，但不要太久。- Cooperate with all levels of the staff from other dep63、artments. Be as courteous and nice to them as you would be towards guests. 要与其他部门不同级别的员工合作，象对客人一样的有礼貌和蔼。- Be on duty 5 to 10 minutes early so as to familiarize yourself with your work area. 提前5-10分钟到达工作的区域。- Stand and walk straight.站立或行走时要直- Keep well informed of all promotions and specials.要了解酒店的推广64、和特别的事物Use official language “ENGLISH” in your working area.- 在办公的地方要使用官方语言“英语”FOOD AND BEVERAGE DOS AND DONS餐饮部可做与不可做2 DON”S 不可做-Do not smoke or chew gum while on duty.上班时不可吸烟和咀嚼口香糖-Do not show impatience. Do not wriggle arms or legs or drum fingertips on desks. 不要表现出急噪，交叉胳膊或腿， 用指尖敲桌子-Do not read bo65、oks or newspaper when on duty.当班时不可以看书或杂志-Do not listen to radio or watch TV while on duty.当班时不可以听收音机或看电视-Do not enter a room or office without knocking.进入房间或办公室要敲门。-Do not keep any property not belonging to you personally.不要拿不属于你的物品-Do not take of absence from work unless absolutely necessary, and 66、inform your supervisor immediately.除非在非常必要的情况下，不然不要随便离开你的工作区域，并要马上报告你的领班- Do not make noise that will disturb the guests. 不要制造杂音，这会影响客人。This includes: 这包括 Laughing loudly. 大笑 Whistling and chatting with other employees. 吹口哨或和其他同事聊天。-Do not speak any other language in your working area.不要在工作区域讲方言HAND67、LING COMPLAINTS处理客人投诉METHODS FOR HANDLING COMPLAINTS AND DEALING WITH ANGRY GUESTS处理客人投诉及对待发火客人的方法1. Listen 聆听Listen critically, without interruption. Do not argue or deny anything. Do not get defensive or challenged in any way even if the guest is abusive, exaggerates, or speaks boisterously. Be at68、tentive.带有理解的倾听，不要争论或否认任何的事，即使客人的使用辱骂的言语，描述夸张，或是大吵大闹，都不要有进行辩驳。把注意力放在客人身上。2 Acknowledge理解Express empathy towards the guest and the existence of a problem. Do not accept nor pass on the blame to others until all the facts are gathered. Use the “sad/glad” statement.对客人及他所遇到的问题表示理解。不要在问题夸大之前把责任推卸给其他人。用难69、过/高兴的语调说Sad-I am sorry there is a problem.难过 非常抱歉产生了这样的问题Glad-I am glad you are bringing it to our attention. 高兴 我很您能向我们反映这样的的情况。Empathize-I am certain that this has been frustrating for you. I do understand your being so upset. 感同身受 我确定这使你很不开心。我能理解您为什么生气。3 Restate复述As soon as the guest has calmed d70、own, restate the complaint in question form, in order to avoid misunderstanding and to show the guest that you possess good comprehension skills.在客人的情绪冷静下来以后，把刚才客人所说的写在表格里面并给客人看。为的是避免误解，同时也是为了让客人知道您已经理解了他的意思。4 Ask 询问Ask the guest what they want you to do or what they would like done. In many cases, 71、the guest is merely satisfied just “letting the company know” what occurred. If he wants something done specifically, find out exactly what it is and confirm it with him. Stress what you can do, not what you cant do. Suggest alternatives if preferred solution is not feasible. If the alternative solu72、tion is not satisfactory to him, seek the assistance of a person of higher authority than yourself.询问客人他们要你做点什么或是想怎么做。在大多数的情况下，客人的目的只是想让公司知道发生了些什么。如果他有特殊的要求，了解并和他确认是什么要求并强调哪些是你能做的哪些是你不能做的。 同时可以向客人提供相对可行的变通方法。如果客人仍然不同意，可以请你的主管出面帮忙解决。5 Action 措施Find something to agree on. Once a solution has been agre73、ed upon, take immediate action and do it! Notify the guest of any changes or delays. Never promise anything that you cannot keep.在达成一致意见以后，立即采取行动。如果有什么变动或是延迟要通知客人。不要向客人承诺你所不能做到的。6 Follow-up 跟进After a problem has been taken cared of, contact the guest and make sure that the solution was satisfactory 74、to them. Use this moment of truth to thank the guest for bringing the matter to your awareness and accentuate that it should never happen again.解决完问题后，跟进并确保客人对问题的解决是满意的。这时要感谢客人将问题告诉我们，并强调这个问题不会再次发生。WHEN TAKING A PROBLEM TO A PERSON OF HIGHER AUTHORITY把问题交给高层处理1. Make sure that you inform him of all 75、facts and information that the guest has confirmed.确定你已经告诉他所有客人所认同的事实和信息。2. Know exactly what the guest wants.确切地了解客人的需求。3. Give your superior an account of your conversation with the guest. Do not exaggerate to make yourself look efficient. Stick to the facts.向你的领导描述你和客人的交谈。不要为了表现自己而夸大事实。要实事求是。4. T76、ell your superior about any promises you have made to the guest.告诉你的领导你已经对客人所做的相关承诺。5. Know at this point if your superior is going to handle the situation or if you will keep on working on the problem itself.确定是否要交给你的领导处理或是自己解决问题。Remember, it is not always in your best interest nor the guests to “p77、ass the buck” to a person of higher authority. You should try to solve the problem on your own. If your guest insists or dissatisfied, then seek further assistance.记住，不要动不动就把问题推卸给你的主管。你要尽力自己去解决问题。如果客人坚持要见主管或是无法让客人感到满意的话，再去寻求主管的帮助。IMPORTANT SERVICE ACTIONS1. Make a good impression whenever you meet a78、 guest or a colleague.不管遇到客人或同事要留下好的印象2. Have a positive attitude at all times despite a bad mood.任何时候都要是积极的态度3. Pay attention when someone is talking. Listen fully to a guest or a colleague.和客人或同事谈话时要专心并仔细聆听4. Know your job the best you can. Try to know more as you go along.尽量多的去了解你的工作5. Make our g79、uests feel at home when they come to the restaurant.客人在餐厅时要让其感觉象在家里一样There is no difficulty in doing these things. As a professional in what you do, you should already be observing these service actions, at this point in time.做这些事并不难，如一个专业人士在你做的事情中，你应该已经观察这些服务行动。WORDS TO LIVE BY(from the famous, Mah80、atma Gandhi)The GUEST客人is the most important visitor 是我们最重要的来宾to our premises. 我们的承诺 He is not dependent on us. 他不依赖于我们We are dependent on him. 我们依赖于他们He is not an interruption 他们不是在打断to our work. 我们的工作He is the purpose of it. 他是我们工作的目的He is not an outsider 他不是我们事业的局外人in our business.而是我们生意的He is pa81、rt of it.一部分We are not doing a favor 我们提供服务给他by serving him. 并不是在赐予他He is doing us a favor 而是他在创造机会by giving us 赐予我们the opportunity to do soTELEPHONE ETIQUETTE电话中的礼节The role of telephones in F&B is a vital one. The telephone is a common medium of communication including inter-department, guest reser82、vations and inquires.在餐饮部，电话起着致关重要的作用。电话是部门之间沟通及客人订餐、查询的最普通的媒介。Always remember that our performance on the phone can easily make or break guest contact; live up to or shatter the projected image of our company.通常在电话中的表现直接关系到是否能和顾客建立联系，以及维护或是损害公司已经建立起来的形象。Telephone use can be made more efficient and 83、effective by following simple guidelines, as follows:以下的几种方法可以帮助有效地使用电话进行沟通： Answer all calls promptly, within three rings as a standard guide. 能够快速地接起电话，按照标准步骤应该在电话铃响起的三声以内。 Use the proper and uniform phraseology when answering calls. Identify yourself and your department to establish your own cred84、entials, the departments or the companys.在接电话的时候使用统一标准且得体的措辞。自报姓名及所在部门。 Every telephone call you make or receive is an opportunity for you to create and / or maintain a worthy personal image and the companys image. Try to personalize the call by using the callers name if known throughout the convers85、ation.你所打的或是所接的每一个电话都一个建立或保持个人及公司形象的一次机会。在通话过程中如果知道来电者的名字，尽量称呼其姓名。 Speak clearly and audibly at all times.说话要保持清晰，音量适中。 Never place a caller on hold for a lengthy period of time. He/She should be informed of any delays and may refer the option of calling back or leaving a message. 不要让打来电话的人等待太久，要通知他86、可能会推迟、回电或留言等。 When taking the message to be relayed to another party, accuracy and conciseness are very essential.在替别人留言的时候，要作到简明、准确。 Always record information. Do not rely on your memory.要把信息记下，而不是只存在大脑里面。 Remember that you are not visible to the caller, therefore project a friendly and positive im87、age at all times.来电的人是看不到你的，所以你应该时刻在电话里表现出友好和积极的态度。A ringing telephone is a priority. The guest in front of you will not be offended if you excuse yourself politely to answer a ringing phone. The caller does not realize that you are busy until you answer the phone and explain that you are concerned 88、and will get back to him/her as soon as possible. Never ignore a ringing phone, in the hope that the caller will hang up, or that somebody else will the answer the call.有来电应该先接来电。如果你正在和客人谈话的话，您可以有礼貌地先向客人道歉，然后去接电话。这样客人是会谅解的。你接起电话的时候可以向来电的示意目前不便接电话，你会尽快给他回电，这样他就会知道你现在很忙。不要怠慢任何的电话。希望来电的人会很快挂断或是其他人能后帮你接89、起电话。SANITATION卫生设施Guidelines for Handling Food食品处理指南1 Persons with infected cuts or sores or contagious diseases are not permitted to handle food.不允许具有感染性的伤口，传染性疾病的人处理食品。2 Wash hands frequently, especially before leaving the restroom.经常洗手，尤其是在离开洗手间之前3 Keep nails short and clean.保持手指甲干净，修剪整齐4 Do not 90、place or store containers of cleaning compounds, insecticides or other chemicals near food items.不让化合物、杀虫剂或其他化学物品的容器接近食品5 Conduct daily infection for pests. Give immediate attention to any pests discovered.对病虫害进行日常的处理，对任何的病虫害要密切关注6 Smoking is prohibited in all the kitchens, food preparation areas an91、d storage areas.禁止在所有的厨房、准备事物区域以及仓库吸烟7 Keep dirty tools, equipment and utensils away from food items.所有不干净的工具、设备和器皿都要远离食品8 Inspect tools, equipment periodically to ensure proper cleaning.定期检查工具、设备、器皿的卫生情况9 Use hot water and soap to clean knives and cutting boards that have been used on raw meats bef92、ore using them for cooked meats.当要处理熟食时，要用热水和洗涤剂清洁切过生食的刀具和案板10 Clean bus trays thoroughly before using them as a serving tray.在给客人上菜的时候托盘要保持清洁11 Always keep hands away from mouth, nose, hair, etc., when handling food. 当在处理食品的时候，手不要去触摸嘴、鼻子、头发等12 Keep garbage cans tightly covered.罐头食品要密封严实。13 All tabl93、eware placed for guest must be cleaned, whether used or not.所有摆给客人的餐具必须清洁，不管是否用过14 To prevent bacteria growth, discard all cracked or chipped china or glassware.为了避免细菌的孳生，丢弃所有破碎或有裂缝的瓷器或玻璃器具15 Cover all stored food.覆盖好所有的库存食品16 Clean refrigerator-box shelves, floor walls and ceiling regularly.定期清洁冰箱的94、夹层，顶层和底层17 Do not leave food particles or standing water overnight.不要让食品单独存放或整夜都泡在水里18 Store all boxes 6 inches of the floor.所有的食品要存放在离地面6英寸的地方19 Never touch food, drinks, ice and internal surfaces of containers, utensils, glasses or tableware directly with your hands. Always use proper utensils.不要直95、接用你的手触摸食品、饮料、冰块等以及容器、器皿、玻璃杯或餐具。要使用适当的器具。20 Never take any item directly from the deck and place onto a food preparation surface.不要直接从夹层拿食品和将食品放在表面上。21 Never place open food containers on top of other food containers.不要把已经开封的食品容器放在其它食品容器上面22 Never contaminate food or food contact surfaces by coughing96、, sneezing, or breathing directly on them不要对着食物或食品的接触面咳嗽、打喷嚏或呼吸，以避免污染。23 Never stack food in the refrigerators or on frost top tables.不要把食品堆放在冰箱里或着放在有冰的桌子上面。24 Visits by persons not directly connected with food preparation and food service to galley areas are strictly forbidden.来访着要严格禁止进入厨房和食品接触。25 97、Cover all food in the refrigerators.在冰箱里的食品要全部盖好。26 Store leftover or cooked food at a depth of not more than 4 inches (10cm) in the refrigerator.剩余的库存和熟食存放在冰箱里不能超过4英寸。27 Keep all storage areas sanitary and orderly.保持所有的库存区域卫生整洁。28 Invert pots and pans glasses and crockery for storage.壶、平底锅、玻璃杯、和瓦器要98、倒着存放。29 Cover garbage containers.覆盖好装废料的容器30 Store cleaning gear in special lockers and never in food or pantry area.把清洁用具存放在专用的柜子里，不要放在有食品或餐具的地方 31 Store clean food service utensils completely separate from dirty utensils.干净的食品器皿和脏的食品器皿要分开存放32 Never store utensils on the bottom shelves of open cabi99、nets located below working level top.不要把器皿存放在低于工作水平面的敞开的橱柜底层33 Never store personal effects or clothing in food preparation spaces.不要把私人的物品和衣物放在食品区Processing步骤1 Meats, perishable, foods, and food prepared in advanced must be kept refrigerated between 38 and 45F.肉类、易坏的食品以及事先准备好的食品必须存放在38-45华氏的冰箱里2 Di100、scard food in the immediate vicinity of broken glass or china.把不要的食品放在已破碎的玻璃杯和瓷器的区域内。3 Open food containers (e.g. crates, cartoons, barrels, boxes, glasses, jars and cans) in location away from the items to prevent splinters, staples, glass or bits of wire from contaminating the food.开启的罐头食品（如桶、盒子、玻101、璃杯、出口瓶和罐头）要远离食物以避免碎片、钉子、玻璃以及金属线污染食品4 Store glassware bottoms-up.要叠放玻璃器皿5 Keep food covers in place.食品要覆盖存放6 Do not allow food items to stand warm (under 100F) and uncovered.不让在高温（低于100华氏）且没有覆盖的情况下存放食品7 Freeze only fresh foods; do not refreeze foods.只冰冻新鲜的食物，不能重复冰冻8 Reheat soup that has cooled below 102、serving temperature; simmer for 15 minutes.用文火加热在相应温度冷藏过汤要15分钟9 Dispose of returned food that has been served.处理客人已经使用过的食品10 Keep a tight cover on pies, cakes, breads, etc. which have already been cut, except when they are on the serving line.当派、蛋糕、面包已经切开的时候，要密封严实，除非在端给客人的时候11 Never leave cooked foo103、ds un-refrigerated for more than three hours.熟食不能在没有冰箱的状态下存放超过3个小时12 Do not place small objects (e.g. tacks, pins, matches, etc.) on kitchen shelves or windowsills where they might fall onto food.不要把小东西（大头针、钉子、火柴等）放在厨房的柜子或是窗台上以免掉入食品中JOB SAFETY AND SECURITY 工作保险和安全Without exception, the safe way of d104、oing your job is the best way. What good is a “short cut” in doing a job if it might end up being a short cut to the hospital or long-term injury? 毫无例外的，做工作最好的方法是用安全的方法。Remember, by eliminating hazards, you are protecting yourself and your guests. In short, it pays to prevent accidents and injuries.105、 Report any hazardous conditions to your supervisor immediately. Dont cut your earnings by being a careless worker. Study these common causes of accidents carefully. They are intended as an aid to protect you and your guests.记住，要排除冒险，你要保护你和你的客人，这样可以预防事故和伤害，将任何危险的情况马上报告你的主管。不要因为粗心的工作而影响你。学习使事故发生的原因，他106、对与保护你和你的客人是有用的。Watch out for: 提防1 Spillage of food, beverages, oil or grease 食物，酒水，油或油脂溢出2 Wet floors. 湿的地面3 Equipment and cleaning gear or other objects in alleyways. 设备和清洁用具或其他物品放在通道中。Watch out for strains caused by: 提防因为以下原因引起的扭伤1 Lifting heavy objects improperly 不适当的举起重物2 Over-reaching to lift o107、r handle objects 用力举起或搬运重物3 Carrying too large a load (example: dining room trays) 搬运太重的重担（餐厅托盘）Watch out for cuts caused by: 提防因为以下的原因引起的切割1 Picking up broken glass 拿取破损杯子2 Opening bottles and cans carelessly with unsafe and faulty opener. 要小心用不安全或不完善的开启器开启瓶装或罐装物品。3 Careless handling of knives and 108、other sharp objects拿取刀或其他尖利物品时要小心PERSONAL SAFETY HABITS 个人的安全习惯Your personal safety is also very important. You should always avoid:你个人的安全习惯同样重要，你应当总是避免：- Not wearing proper safety shoes and clothing穿着不安全，不适当的鞋子和衣服- Excessive drinking过量饮酒- Drugs of any kind吸毒All the above could be a hazard not only 109、to you, but to your guests as well.以上任何一项都会给你或你的客人带来危险FIRE PREVENTION 火灾的预防Watch out for: 提防Spontaneous combustion (stowing greasy linen, cleaning rags, cleaning chemicals and presence of flammable cleaning liquids, or materials)自燃（装载油脂的布草，抹布，化学清洁剂和可燃的清洁液或原料）Smoking in unauthorized areas 在严禁吸烟的地方吸烟S110、moldering remains in ash trays.在烟缸内未燃尽的烟头Know the different types of fire extinguishers, where they are, and how to used them properly. 认识不同种类的灭火器，知道放在哪和怎样适当的运用。JOB LIST工作列表TASK任务DAILY OPENING CHECKLIST 日常的公开检查 (PERSONAL HYGIENE FOR MALE STAFF) （男性员工的个人卫生）REASON WHY理由STEP : 1步骤Change uniform for a f111、resh one. Make sure buttons are fastened and necktie adjusted (if applicable).勤换制服，确保纽扣扣好，领带绑好。Do not use excess embellishments such as: badges and lots of jewellery不要过分装饰如：佩带徽章及过多的首饰For clean, complete and well pressed uniform.干净、完整、制服压熨平整。STEP : 2步骤Clean well-groomed hair. Use gel when necessary.头112、发修整得体，必要时可以使用发胶或头发定型水For neat and pleasant appearance.整洁愉快的外表STEP : 3步骤Hand and fingernails should be clean and short.勤剪手指甲确保手和指甲的干净For guest comfort使客人感到舒服STEP : 4步骤Shoes clean and well polished鞋子要保持干净，经常擦鞋油For neat and pleasant appearance.整洁愉快的外表TASK任务DAILY OPENING CHECKLIST日常的公开检查 (PERSONAL HYGIE113、NE FOR FEMALE STAFF) （女性员工的个人卫生）REASON WHY理由STEP : 1步骤Change uniform for a fresh one. Make sure buttons are fastened and necktie adjusted (if applicable). 勤换制服，确保纽扣扣好，领带绑好。Do not use excess embellishments such as: badges, long earrings, and lots of jewellery.不要过分装饰如：佩带徽章、有垂吊的耳环及过多的首饰For clean, compl114、ete and well-pressed uniform.干净、完整、制服压熨平整。STEP : 2步骤Clean well-groomed hair. Tied back with black colored ribbon if necessary. Only black colored ribbon are allowed.头发修整得体，可使用黑色的发髻把头发扎起，但只允许使用黑色的发髻。There should be no hair seen hanging on the face.没有散发垂落，遮住脸。For neat and pleasant appearance. For unif115、ormity.整洁愉快的外表。为了装束的一致性。STEP : 3步骤Hand and fingernails should be clean and short.Only colorless nail polish is allowed.手指甲干净，修整整齐，不允许涂有色的指甲油For guest comfort. 使客人感到舒服STEP : 4步骤Apply mild make up just a blush-on color. Do not wear too heavy eyebrow liner, artificial eye lashes and heavy cosmetics and116、 perfumes.化柔和的淡妆，不要涂过重的眼线，化浓妆，喷气味浓烈的香水STEP : 5步骤Use a red colored lipstick. Do not use other color.使用红色的口红，不允许使用其他的颜色STEP : 6步骤Shoes clean and well polished鞋子要保持干净，经常擦鞋油For neat and pleasant appearance.整洁愉快的外表TASK任务DAILY OPENING CHECKLIST 日常的公开检查REASON WHY理由STEP : 1步骤Sign attendance logbook.签到本上签字Sh117、ould report on time and get ready for whatever tasks that may be assigned. Always have pen, scratch pad, lighter and waiters friend at all times.及时报告，随时准备接受各种任务。随身带笔，小记录本，打火机和开瓶器Standard Company Procedure标准操作准则STEP : 2步骤Attend daily briefing for any instruction and other information. 注意日常的指示和其他一些信息。118、Stand straight and be attentive to the information and instruction disseminated by the superior. If instruction or information is not clear ask questions for clarification.要站直来，注意上级的指示和信息如果对指示或者是信息有不清楚的地方，要提出问题弄明白To receive/accept instruction and necessary information.接受指示和必要的信息STEP : 3步骤Must know t119、he following:必须知道以下的规则：Special of the day 特殊的日期Ongoing promotion正在进行的促销活动Any special service requirement for the day那天所需的特别服务Service instruction服务须知Food and beverage items not available餐饮部没有用的东西Reservations预订Checks cleanliness of door handles, glass poster stand, planters, and reception tables 检查门把、120、玻璃杯脚、花盆和接待桌子的干净Check display table if Set-up is correct.如果桌上有东西，检查桌面的摆放是否正确.Check if poster/menu on display is correct检查菜单的摆放是否正确Check flyers if they are enough on display (if applicable)检查是否摆放有足够的小传单Table set up must be clean and spotless. Not damaged and completed.桌面必须干净无暇。没有破损，完好无缺Must be properl121、y arranged and in order一切必须井然有序Flower fresh and vase clean (if applicable)提供鲜花保证花瓶的清洁Ashtray clean烟灰缸的清洁To make sure everything is ready prior to service.确保在为顾客服务之前，一切准备就绪For good presentation留下好印象Standard Company Procedure标准操作准则TASK任务DAILY OPENING CHECKLIST 日常的公开检查REASON WHY理由Table linen well press122、ed, clean and in good condition (if applicable)桌布要摆放好，保持清洁Tables and chairs wiped clean and properly arranged桌椅要擦干净，摆放得当TASK任务DAILY OPENING CHECKLIST 日常的公开检查(STATION MIS-EN-PLACE)REASON WHY理由STEP : 1步骤Sufficient supply of:供应充足Chinaware and crockery瓷器、陶器Glassware玻璃器具Cutlery餐具刀叉Napkins, placemats,l ta123、ble cloth, towels (if applicable)餐巾、桌垫、桌布、毛巾（如果需要）Guest supplies like: Toothpicks, matches, condiments and sauces, sugar and cream为客人提供：牙签、火柴、调味品和酱油、糖和奶油Water pitchers with underliner带底座的水壶Order slips and bill jackets点菜的纸条和帐单夹Station must be cleaned and polished台面必须干净整洁Trays are ready盘子要备好Everything124、 in their respective drawers and shelves每样东西又要存放在相应地方All equipment are in good condition所有的设备运行良好No chips, no cracks, no stains没有碎片、瑕疵和斑点Carpet must be well vacuumed (if applicable)地毯要用吸尘器清理干净Floor tiles must be stain-free地板砖不能有瑕疵No visible litters看不见零乱的东西Room decors must be cleaned房间的装饰必须清洁Windows/125、walls without marks窗户和墙面不能有任何标记Lights must be fused and controlled (if applicable)灯要能够调节Brass or copper furniture are well-polished and shiny铜制的家具要擦亮Lighting fixtures properly controlled灯具的固定装置要能调节Piped-in music properly controlled (if applicable)恰当调节音乐For uniformity统一For faster service快捷的服务For gues126、t comfort让客人感到舒适Standard Company Procedure标准操作准则For Preparation做好准备TASK任务GREETING GUESTS向客人问好REASON WHY理由Note: Greeting guests is the responsibility of all staff not just Host/ess, Outlet Manager, Supervisors, etc. This is a very important task because it is the guests first impression of that parti127、cular outlet. The greetings must be cordial. Guests names, if known should be used when greeting. An unknown guest should be greeted with the same formality as the regular patron. All guests patronage is sought; make them feel welcome.注意：向客人问好是所有酒店员工的责任，而不仅仅是迎宾的事。这也包括经理及管理人员等。这对于给客人留下良好的第一印象是很重要的。问候128、必须是热情的。如果知道客人的名字须在问候的时候称呼客人。即使是不认识的客人，也必须像对待常客一样对待他们。所有客人都有权享受服务，让他们觉得自己是受欢迎的。When a man or a woman comes in alone, greet him/her pleasantly: “ Good evening, this way please”. Dont just say “Just one?” or “Are you alone?”当一位先生或者女士独自来这里时，要很高兴地向他们问好“晚上好，这边请”。 而不要只是简单地说“一个人吗”，“你一个人来吗”Professional and p129、ersonalized service专业的人性化的服务STEP : 1步骤When guest approaches you or is waiting to be seated approach them confidently with a smile at all times.当客人走进你或者在等位子的时候，要随时都面带微笑的朝他们走去For courtesy礼貌STEP : 2步骤Your greeting must be polite yet not over friendly. Using a clear voice, look at the guest in the eyes.130、你的问候要有礼貌，但又不能过度热情。用清晰的声音和客人交谈，要看着客人的眼睛To avoid familiarization and disrespect避免过分的热情而引起不尊敬的感觉STEP : 3步骤Always state the time of day/night, e.g. “Good morning, Good Evening,” etc.不同时间用不同的问候语“早上好，晚上好”等Observe etiquette观察能力STEP : 4步骤Offer assistance, e.g. “How may I help you, sir/madam?”主动向客人询问帮助“我能帮助你131、吗，先生/女士？”Courtesy, good guest relations and listening skills礼貌，和客人良好的关系和倾听技能STEP : 5步骤Listen closely to what the guest requires. After ascertaining the necessary information, attend immediately to the guests needs仔细听清客人的要求。当获得必要的信息后，马上帮客人解决他们的要求Courtesy, good guest relations and listening skills礼貌，和132、客人良好的关系和倾听技能TASK任务GREETING GUESTS 向客人问好REASON WHY理由STEP : 6步骤When taking the guest to their table/seat, walk slowly in front of guests at least a meter away.当你给客人带路的时候，慢慢地走在客人的前面，和客人的距离至少要保持一米Guests should be properly guided, as they are not familiar with the outlet or restaurant.由于客人对餐馆不熟悉，所以需要适当的指133、引STEP : 7步骤Use your open hand to direct the guests.伸手为客人指路Non-offensive means of guiding guests. 给客人指路的礼貌方式STEP : 8步骤Continually look behind you to keep an eye on your guests.不时的回头，照看你的客人They maybe disoriented or distracted.他们可能会跟错路TASK任务TAKING DRINK ORDERS AT A TABLE在餐桌上帮助客人点饮料REASON WHY理由STEP : 1步134、骤Approach guests on their right and say, “Excuse me sir/madam would you care for something to drink?” Mention special of the day and other promotional items (if any). If the guest is still undecided excuse yourself and say, “Excuse me sir/madam when you are ready to order please let me know.” Do not135、 make the guest feel that he/she is being hurried.靠近客人站在他们的右手边对他们说“打扰一下先生/小姐，您要点饮料吗？如果有什么特别的日子或是促销活动要向客人介绍。如果客人仍然没有决定是否要点饮料，可以对他们说“先生/小姐，如果您要点饮料的话，可以告诉我。”不要让客人觉得你在催他。Politeness and for suggesting selling要有礼貌地向客人建议STEP : 2步骤If the guests give a signal that they are ready to order approach the lady gu136、est first and say, “Can I take your order now, madam?” 如果客人示意要点菜，先走到女士的旁边，说“我能为您点菜吗，小姐”？STEP : 3步骤Always repeat the items ordered.要重复一下所点的菜To ensure accuracy and precision.确保准确性TASK任务PREPARING TO SERVE DRINKS FROM A TRAY准备把饮料从拖盘里递给客人REASON WHY理由STEP : 1步骤Always check tray for cleanliness. Tray shoul137、d always be washed after every shift.及时检查托盘的卫生，托盘在每个班次后都要清洗For hygiene卫生STEP : 2步骤Place a coaster and a cocktail napkin for every drink on your tray.在每次服务饮料使都要有杯垫和餐巾纸Standard Company Procedure公司的标准程序STEP : 3步骤Ensure you have corresponding glass for each beverage that is to be poured from the can or 138、bottle.确保每种饮料（瓶装或听装）都配有相应的杯子To show good service and for convenience体现良好的服务，为客人提供方便STEP : 4步骤Check cleanliness of glasses and ensure correct presentation of all drinks.检查杯子的清洁，确保各种饮料不出错To maintain standardization of beverages保证饮料的水准STEP : 5步骤Place tall glasses and bottles as close to the center of t139、he tray as possible.尽量把高的玻璃杯和瓶子靠近托盘的中间For safety and stability为了安全和稳定STEP : 6步骤Never overload the tray不要在托盘里装太多的东西For safety为了安全STEP : 7步骤Arrange drinks in order of service sequence, if possible.有序的放好饮料，这样可以方便给客人服务For ease of service让服务更容易STEP : 8步骤Always check that all orders are complete before se140、rving to the guests.在服务饮料前要确认所有客人所点的东西都备好了For prompt and efficient service为了促进更有效的服务TASK任务CARRYING AND SERVING DRINKS FROM A TRAY把饮料从托盘里递给客人REASON WHY理由STEP : 1步骤Carry bar tray on your left side with your left hand.端托盘的时候要用左手拖住托盘Standard Company Procedure标准操作准则STEP : 2步骤Your left hand should be unde141、r the center of the tray with your palm and fingers spread out.你的左手手掌放在托盘底部的中央，手指张开撑住托盘For safety and balance安全，平衡STEP : 3步骤Always keep tray close to your body and next to your hips.托盘靠近你的腰部For safety and stability安全性和稳定性STEP : 4步骤Approach guest always on their right hand side (when practicable) exc142、use yourself if required.服务饮料时要从客人的右手边Standard Company Procedure标准操作准则STEP : 5步骤Place drink coaster on the table, logo facing guest, in line with guests right shoulder. (When practicable)把饮料杯垫放在桌子上，标签对着客人，尽可能和客人的右肩形成一条直线To use as under liner on table without linen用杯垫来替代桌布STEP : 6步骤Place drink on top143、 of coaster at the same time saying, “Your scotch and coke sir/madam.”在把饮料放在杯垫上的同时，说“这是您点的威士忌和可乐，先生/小姐”(Always hold glassware at the bottom)（如果是玻璃器具要拖在他的底部）To ensure guest has the right drink and for courtesy.确保客人的要的饮料没有弄错，也是一种礼貌。For hygiene卫生STEP : 7步骤Pouring of all canned or bottled products shoul144、d be done on the guests right hand side.把饮料从罐头或瓶子里面倒出的时候要站在客人的右手边Standard Company Procedure标准操作准则STEP : 8步骤Place empty glass on drink coaster on the table in line with guests right shoulder (when practicable)把空的玻璃杯放在饮料的杯垫上，尽可能和客人的右肩在一条直线上This is a method of preparation when pouring drink into the gl145、ass.这是把饮料倒进玻璃前的一种准备措施STEP : 9步骤Take canned/bottled drink from a tray with your right hand and proceed to pour ensuring the can/bottle does not touch the glass.用右手把罐子或瓶子从托盘里拿出，在倒饮料的过程中，要注意不要让罐子或瓶子碰到玻璃杯。For hygiene and Standard Company Procedure卫生，公司的标准步骤TASK任务CARRYING AND SERVING DRINKS FROM A TRAY把饮146、料从托盘里拿出并斟倒REASON WHY理由STEP : 10步骤When pouring a bottled/canned drink the label should be facing the guest at all times.当给客人倒饮料的时候，饮料瓶的标签要对着客人Label or brand should be shown at all times.要让客人知道商标和品牌STEP : 11步骤Only fill a beer glass one third full.啤酒只要倒满三分之一的杯子(Unless otherwise instructed)（除非客人有特殊的要求）S147、o the beer does not become flat.这样啤酒不会平淡无味STEP : 12步骤When pouring beer pour the beer as steadily and slowly as possible.当倒啤酒的时候，要尽可能的稳，尽可能得慢。So the beer does not surge out of the can/bottle. Stops the beer from foaming and creating froth only.以避免啤酒从瓶子里涌出，产生大量的泡沫STEP : 13步骤Before you leave the table 148、say, “Please enjoy your drinks.”在你离开之前，你要说“请享用你的饮料”For courtesy礼貌TASK任务CLEARING GLASSWARE FROM A TABLE收拾玻璃杯REASON WHY理由Note: Clearing glassware from a table requires flexibility. You must be able to clear glassware individually.注意：空杯要从桌子上轻柔地移开，你必须单独操作这些。STEP : 1步骤Pick up clean tray from Back-of-Hous149、e area.从备餐间拿一个干净的托盘The tray will be used for clearing and for hygiene.必须保证托盘的干净和卫生STEP : 2步骤Approach the guest on their right hand side by saying, “Excuse me Sir/Madam may I take your glass?”靠近客人的右手边，说“打扰一下，先生/小姐，我能把你的杯子撤走了吗？For politeness and to ensure the guest has finished.礼貌，确定客人已经用完了STEP : 3步骤U150、pon approval from the guest, move your right foot in, alongside the guests chair.在得到客人的同意后，用右脚移到客人的椅子旁边,身体微向前斜To allow yourself to get closer to the table to pick up the glasses. Politeness.让你自己能离桌子更近，拿到那个杯子，这也是礼貌STEP : 4步骤Pick up the glass with your right hand.(Hold the bottom part or stem of the g151、lass)用你的右手拿起玻璃杯（握住杯子底部或杯子的根部）For hygiene and safety卫生和安全考虑STEP : 5步骤Step slightly backward from the table and transfer the glass onto the tray in your left hand.轻轻地从桌子旁边移开，把杯子放在你左手上的托盘里To allocate enough space for body movement.给身体移动提供足够的空间STEP : 6步骤Always arrange glasses according to height. (Talle152、st glasses should be at the far end of a tray)根据玻璃杯的高度来考虑他们的摆放位置（最高的杯子要放在远离托盘边延的地方）For easy arrangement and stability为了便于排列和稳定性STEP : 7步骤Proceeding clockwise to the next guest and follow the same procedure.按顺时针方向移到下一张桌子为客人服务，按照同样的步骤执行Standard Company Procedure标准操作准则STEP : 8步骤Once you have finished c153、learing the table, take the tray in both hands and proceed to the nearest workstation.当你清理完桌子后，双手拿着盘子，走到最近的工作站。Preparing for washing.准备清洗Note: Always arrange glassware on a tray not too close to each other in order to prevent breakage.注意：玻璃杯之间不要摆放得太紧，以免碰撞发出声音TASK任务BILL PRESENTATION TO THE GUEST给客人提供154、帐单REASON WHY理由STEP : 1步骤When the bill is prepared, check that all items listed are correct and accurately charged.当帐单准备好的时候，要检查一下所有的项目和金额是否正确To ensure there are no overcharges nor undercharges.确保没有多算或是少算STEP : 2步骤Prepare a neat and clean bill folder.准备一个干净整洁的帐单封皮For presentation呈现STEP : 3步骤Place bil155、l inside folder or clipped to bill clipboard. If the folder has logo make sure it will face the guest right away.请把帐单放在帐单夹里面或者夹在笔记夹板上。如果外壳有店标，标识要对着客人For presentation and ease of removal for guest.方便客人取出STEP : 4步骤Present the bill with right hand placing it on guests right side. The bill folder should156、 always be closed.用右手把帐单放在客人的右手边，帐单的封皮要合上。Standard Company procedure. So the guest is the only one to see the amount.标准操作规则，这样确保客人是唯一能看到帐单的人STEP : 5步骤Whenever possible place the folder bill into the guests hand.在任何时候都要把帐单夹交到客人手中For courtesy礼貌STEP : 6步骤Upon presenting the bill say to the guest, e.g. 157、“Excuse me Sir/Madam would you like to charge that to your cabin?”在把帐单给客人的时候，可以说“先生/小姐，你要加到您的房帐里面去吗？Room charge is applicable for guests convenience, however, should be handled carefully by the staff.这是为了给客人提供方便，但是员工必须认真处理。STEP : 7步骤Have a pen handy when presenting bill.在给客人帐单的时候，手上要备一把笔Standard Com158、pany Procedure标准操作规程STEP : 8步骤If the guest is using a credit card, discreetly place it inside the folder and excuse yourself then go back to the cash register or hand it to the cashier for processing.如果客人要使用信用卡的话，谨慎地把信用卡放在封皮里面，然后示意离开，走到收款处或递给收银员Standard Company Procedure标准操作规程TASK任务BILL PRESENTATION159、 TO THE GUEST给客人提供帐单REASON WHY理由STEP: 9步骤After the card has been processed, approach the table with the bill folder closed. This should be presented on the right side of the guest. When presenting, open the folder with the credit card and card members copy of the voucher, neatly folded.当处理完帐单，把帐单夹合上160、走向桌子。必须站在客人的右边。打开帐单夹，把信用卡和收据拿给客人，然后把帐单夹合上。Standard Company Procedure标准操作规则STEP: 10步骤If guests bills are to be settled in cash, check the amount given based on the bill then forward to the cashiers counter.如果客人用现金付款，在去收银台之前，要核对金额。To double check to avoid discrepancy复查帐单避免出错 STEP: 11步骤Process cash and161、 check the change before leaving the cashiers counter.在离开收银台之前，要核对所退回的余款To double check to avoid discrepancy复查帐单避免出错STEP: 12步骤Return to guest, on their right hand side, discreetly hand over closed bill folder with the change and guest copy of the bill.在客人的右手边把，谨慎地把装有零钱和顾客联的帐单夹交给客人。For discretion and162、 politeness.谨慎和礼貌STEP: 14步骤Thank the guest at all times after all transactions are finalized.当一切处理完时要向客人说谢谢Politeness and courtesy礼貌Note: If there are a large group of people at the table whoever asks for the bill will be the only person you will present the bill to. Dont just place the bill in the 163、middle of the table (unless instructed otherwise).注意：如果有一大群人，只把帐单交给提出要帐单的人，而不要把帐单放在桌子的中间。（除非客人要求这样做）TASK任务CHANGING USED ASHTRAY为客人更换已使用的烟灰缸REASON WHY理由STEP : 1步骤Place two clean ashtrays in left hand.放两个干净的烟灰缸在左手To cover used ashtray to be replaced.替换已经用过的烟灰缸STEP : 2步骤Take the most practical and shor164、test route in picking up the used ashtray.用最便捷的方法拿到已经用过的烟灰缸Saves time节约时间STEP : 3步骤Place a clean ashtray in your right hand.放一个干净的烟灰缸在你的右手边Preparing to cover used ashtray准备替换已经用过的烟灰缸STEP : 4步骤Say “Excuse me” if you feel you are intruding upon the guest.如果你觉得你挤到了客人，要对客人说“对不起”For politeness礼貌STEP : 5步165、骤With your right hand, place one inverted ashtray over the used ashtray (creating a clam-like effect)用干净的烟灰缸盖住脏的烟灰缸To maintain cleanliness保持干净STEP : 6步骤When the inverted ashtray has been placed on top of the used one, grasp them both with your right hand.用右手同时拿起两个烟灰缸To ensure that both ashtrays are 166、picked up at the same time.确保两个烟灰缸能够同时拿起STEP : 7步骤Pick both ashtrays up with your right hand. Make sure that both are sealed at all times.拿起时不要太快,防止烟灰跑出来So that no ash can escape.确保不会有烟灰跑出来STEP : 8步骤Once they have been taken away from the table/bar, transfer the two ashtrays into your left hand with167、 the one remaining ashtray being transferred into your right hand.把从桌上收的两个烟灰缸放在左手上So that you can prepare to place one clean ashtray down instantly.这样你可以立刻换上一个干净的烟灰缸STEP : 9步骤With one clean ashtray in your right hand place it in the same spot where the used ashtray originally resided.右手拿着一个新的烟灰缸，把它放168、在原先的烟灰缸所放的位置上。For conformity连贯性STEP : 10步骤Take spare ashtray and used ashtray still in your left hand away from the guests.用右手拿着备用的和已经用过的烟灰缸离开客人。So the guests cannot see the used ashtray. Also the used ashtray may be odorous.这样客人就不会看到已经使用过的烟灰缸，通常已使用过的烟灰缸都有气味TASK任务CHANGING USED ASHTRAY为客人更换已使用的烟灰缸REA169、SON WHY理由Remember an ashtray should be changed with no more than three butts in it.记住，烟灰缸要及时更换，确保里面的烟蒂不超过3个Standard Company Procedure标准操作规则If you have a bar tray or a service station nearby stack several ashtrays on it.如果你的旁边有托盘或者靠近服务台，可以多叠几个烟灰缸For ease of changing.便于更换Changing ashtrays using a serv170、ice tray follows the same procedure. The only difference is that the tray stays on your left hand.用相同的步骤，使用托盘来更换烟灰缸。不同的是托盘是放在你的左手。This applies to all F & B staff using service trays.要求所有餐饮部的员工使用托盘Do not leave numerous dirty ashtrays around your workplace, empty and have them washed as soon as possib171、le.不要在你的工作台上留下太多的脏烟灰缸，要及时倒掉For hygiene and sanitation卫生、干净TASKANSWERING THE TELEPHONE接电话REASON WHYNote: When the telephone rings you must:注意：当电话铃响的时候，你必须做到以下几点STEP : 1步骤Answer it before it rings more than three times.在电话响起三声内接电话Standard Company Procedure标准操作规则STEP : 2步骤Speak in a pleasant tone slowl172、y and audibly.用清晰，慢速、高兴的语调接电话So caller can understand you这样打电话的人能够听清你所说的话STEP : 3步骤Identify your outlet. E.g. “EZ CAFE”说出你的部门，如 咖啡酒吧So caller knows the outlet they have called.这样打电话的人才能知道所拨打的部门STEP : 4步骤Greet the caller according to the time of day/evening. E.g. “Good Morning”根据不同的时间向来电的人使用不同的问候语，如“173、早上好”For courtesy礼貌STEP : 5步骤Identify yourself. E.g. “This is Xavier speaking”自报姓名“我是Xavier”For proper identification指明自己的身份STEP : 6步骤Offer help. E.g. “How may I help you?”提出帮助“我能帮助你吗？”For caller satisfaction and quality of service为客人提供满意的高质量的服务STEP : 7步骤Always reply with sir/madam回答的时候记得加上“先生/小姐”的称呼174、Politeness礼貌TASK任务TAKING RESERVATION/BOOKING预订REASON WHY理由Note:注意：Whether you are taking a reservation by telephone or person to person all of the details must be written down in your reservation book (if applicable) or on some paper, to give to the appropriate people.注意：不论你是通过电话还是面对面地帮客人预订，都要把所有细节写175、在你的预订本或是纸张上面，然后递给相关的人员。STEP : 1步骤Always smile and greet guest according to the time of day/night. E.g. “Good evening sir/madam”(Always look at the guest in the eyes) “How may I help you?”向客人微笑，并根据当时的时间向客人问好“晚上好，先生/小姐。”（看着客人的眼睛和客人交流）“我有什么能帮助你的吗？”For courtesy and good social skills礼貌和良好的社会技能STEP : 2步骤176、Answer any questions politely. Ask the guest for their name first. E.g. “May I have your name please sir/madam?”有礼貌地回答每一个问题。首先要先问一下客人的名字“我能问一下您的名字吗？”To show courtesy & professionalism.展示礼貌和专业性STEP : 3步骤Ask for the date and time. E.g. “Excuse me sir/madam What day and what time would you like to plac177、e your reservation?”询问预订的日期和时间，如“先生/小姐，请问您需要在什么时间预订呢？To be able to check the availability on that day and time.核对一下当时的时间有没有冲突STEP : 4步骤Ask for how many guests. E.g. “For how many persons will the reservation be for sir/madam?”问有多少的客人“先生/小姐，会有多少人来呢？”To be able to check the availability to accommodate178、 that amount of guests.核实一下是否能够容纳这么多的人STEP : 5步骤Ask whether or not they are smoking (if applicable to your outlet). E.g. “Would you like smoking or non-smoking, sir/madam?”询问客人是否要抽烟“请问您抽烟吗?For guest comfort and satisfaction做到让客人舒适，满意STEP : 6步骤Ask for the guests telephone number. E.g. “May I have you179、r telephone/room number please sir/madam?”询问客人的电话号码“能告诉我你的电话号码吗？”For confirmation or other additional information you need to inform them about.方便确认，及通知一些额外的信息给他们。TASK任务TAKING RESERVATION/BOOKING预订REASON WHY理由STEP : 7步骤Enquire about any special requests. I.e. Birthdays, anniversaries, honeymoon, etc180、. e.g. “Do you have any special requests sir/madam?”询问是否有一些特别的要求。如，生日，周年庆典，蜜月等，“您有什么特别的要求吗？”To be prepared for other requests and for the staff to be properly informed.以便准备并通知相关工作人员STEP : 8步骤Repeat all the reservation details to the guest.要向客人重复一下具体的细节。For confirmation to avoid miscommunication.避免出现181、沟通过程的错误STEP : 9步骤Thank the guest for placing their reservation. E.g. “Thank you sir/madam for placing your reservation.”感谢客人的预订“谢谢先生/小姐的预订。”For courtesy and appreciation.礼貌STEP : 10步骤If you are unable to confirm the reservation politely tell the guest and take all of the details. Inform them that ei182、ther yourself or another staff member will confirm the reservation as soon as possible.如果你不能确定预订的话，记下所有的细节，告诉客人，不论是你还是其他的工作人员都会都会尽快确定这件事Politeness & courtesy礼貌STEP : 11步骤If your outlet is fully booked apologize to the guest. Still, take the details and inform them that you or your supervisor will co183、ntact them as soon as possible with an alternative if they wish to consider it.如果预订已满的话，要向客人致歉。仍然要记下细节，并告诉客人如果他们愿意考虑更改时间的话，你和你的上司将会尽快帮他们安排并和他们联系。The supervisor may change certain bookings or offer an alternative time; there might be cancellations that you may be unaware of.相关人员会更改相应的预订或提供另一个时间供客人选择。184、也许有些预订已经取消了，而你却不知道。TASK任务SERVING CIGARETTES提供雪茄REASON WHY理由STEP : 1步骤Take the opened cigarette pack and matches in right hand.将已经打开的香烟盒和火柴放在你的右手边Standard Company Procedure标准操作规则STEP : 2步骤Approach guest on their right and place the cigarette down slightly on their right in a sensible position.走近客人的右手185、边，把香烟轻轻的放在他们右边的一个适合的位置。So guest can reach the cigarettes and match box.让客人能够拿的香烟和火柴盒STEP : 3步骤Say to guest, Ex. “Excuse me Sir/Madam your packet of Benson and Hedges Super Mild.”对客人说“这时你要的Benson and Hedges Super MildTo ensure you have presented the right type of cigarettes and to show courtesy.确保你给客186、人提供的香烟没有出错，而且也是一种礼貌TASK任务LIGHTING GUESTS CIGARETTES帮助客人点烟REASON WHY理由NOTE:注意All service staff should always carry either a lighter or matches while on duty.所有的服务成员在当班的时候都要随身携带个打火机或是一盒火柴When using matches always light and put out matches away from the guest.点火柴或用打火机的时候要远离客人To be prepared for any circ187、umstances that requires you to use them.有些情况下需要你用到他们Matches can spark when being lit. They also emit unpleasant odors when lit and when being put out.火柴会喷出火花，而且当点着的时候会有难闻的气味。STEP : 1步骤When you see guests taking a cigarette out of the pack, endeavor to approach the guest and offer to light their ciga188、rette.当你看到客人把香烟从盒子里面去处的时候，尽量朝他们走去为他们点烟For courtesy and quality service礼貌和有质量的服务STEP : 2步骤Approach guest on right hand side (when practicable)在客人的右手边靠近他们Standard Company Procedure标准操作规则STEP : 3步骤Leaning over slightly towards the guest and say, “Excuse me sir/madam, may I help you in lighting your cig189、arette?”身体稍倾，问客人“先生/小姐，需要我为你点烟吗？”For courtesy礼貌STEP : 4步骤Once guest has approved, light the cigarette with a lit match or lighter in your right hand.如果客人同意的话，用你的右手为客人点烟Standard Company Procedure标准操作规则STEP : 5步骤Step back from guest and put out lit match (if necessary) and dispose it in an ashtray or 190、bin in the Back-of-House area.往后退，灭掉火柴，把它扔在烟灰缸或是备餐间For safety and guest comfort.安全，让客人感到舒适TASK任务PRESENTING WHITE AND ROSE WINE提供白酒和红酒REASON WHY理由Collect bottle from refrigerator or bar person.从冰箱或吧台人员那里取出葡萄酒To present to host/ess展示给客人STEP : 1步骤Carry bottle in cradle of right arm (with waiters cloth)191、 close to your body next to your hip.把瓶子放在篮子里面或是握在右手臂，靠近身体To minimize bottle movement. Use waiters cloth for absorbing moisture and for hygiene.减小移动的幅度，用服务生的衣服吸掉潮气，卫生STEP : 2步骤Approach host/ess on their right hand side and prepare to present the bottle to the host/ess.靠近客人的右手边，准备把瓶子给他们Always present192、 drinks and serve drinks on right hand side with your right hand.通常在送饮料的时候，总是要用到你的右手，并且放在客人的右手边STEP : 3步骤Step right feet forward toward right side of the host/ess then facing the host bend forward slightly and with bottle still in forearm and base in palm. Show the bottle label to the host/ess. With193、 open left palm all fingers directed at the label.抬起右脚朝客人的右手边走去，弯下腰对客人瓶子仍然放在前臂，用手掌握着，把商标给客人看，用手指指给客人看。So host/ess can see more easily and they can read the label.这样客人能够很容易看到商标Left palm and fingers are a guide.左手的手掌和手指有指引的作用STEP : 4步骤Say to Host/ess: “Excuse me Sir/Madam, your bottle of:” state the v194、intage (if applicable), Company name, then grape variety or style. E.g. “Excuse me Sir/Madam your bottle of 1994 Taylors Chardonnay.”对客人说“对不起，先生/小姐，这是您点的酒”，向客人介绍一下这种酒，公司名字，葡萄的品种，“先生/小姐，这是你要的1994年的泰勒白葡萄酒Standard Company Procedures. Allows host/ess to ensure it is the correct bottle.，让客人能够确定是否拿的是他们所要的195、瓶子STEP : 5步骤Wait for host/ess acknowledgement or approval that you are presenting the correct bottle.等着客人确认酒无误Standard Company Procedures.等着客人确认酒无误TASK任务PREPARING TO SERVE A BOTTLE OF WHITE WINE倒酒之前的准备工作REASON WHY理由Get ice bucket and fill it up, 2/3 full using 60% of ice and 40% water拿一个装冰桶，装满三分二，其中196、比例为60%的冰块和40%的水，If we use ice only it is difficult to place the bottle into the bucket. If we use water the bottle will become too warm.如果我们只用冰块的话，瓶子就很难放到桶里面，如果我们只用水的话，瓶子的温度又太高了STEP : 1步骤Take ice bucket with stand (if applicable) and place it to the right side of the host.把冰桶立着放，把它放在客人的右手边。Note: Not197、 too close注意：不要放得太近Standard Company Procedures标准操作规则Difficult for host to move客人不容易碰到STEP : 2步骤Check to see if correct glasses are on the table. If not follow step 4.检查看是否桌上的杯子是适合的的，如果不合适，按第四步做。Some outlets do not have wine glasses on the table.一些地方桌上没有摆放葡萄酒的杯子STEP : 3步骤Collect correct glassware for198、 each guest.为每一位客人准备玻璃杯Guest must have correct drinking glasses.客人应该有得当的饮料杯STEP : 4步骤Carry glasses on a tray when serving the guests.为客人服务的时候要把杯子放在托盘上拿给客人。Always carry glasses on a tray. Never by hand. Hygienic.拿杯子的时候要放在托盘里，卫生STEP : 5步骤In placing glasses, with base always hold by the stem or as clos199、e to the base as possible.摆放杯子的时候，要尽可能的把手握在杯子的底部或根部For hygiene卫生STEP : 6步骤Standing on the right hand side of the first woman (if applicable) to the host/ess left, place the glass down on the guest right hand side. Walk clockwise and place the other glasses down for women first, then the first man (i200、f applicable) to the host/ess left and walk clockwise placing the last glass on the right hand side of the host.站在最靠近的第一位女士旁边，把杯子放在客人的右手边，然后按照顺时针的方向，先给女士摆放杯子，然后在从左手边的第一位男士开始，按顺时针方向为男士摆放。This is the standard service sequence. 标准操作规则TASK任务OPENING A BOTTLE OF WHITE AND ROSE WINE开瓶（白酒和玫瑰红）REASON WHY理由ST201、EP : 1步骤Upon host/ess approval, take one step backward from the table.在征求客人的同意后，朝桌子向前迈一步To allow yourself room for opening the bottle给自己腾出开瓶子的空间STEP : 2步骤Firmly grasp the bottle around the shoulder and beginning of neck with your left hand.用你的左手牢牢地握着瓶子Waiters cloth should remain draped evenly over l202、eft forearm at all times.服务生要在衣服的前臂上平铺一块布料Narrowest part of the bottle is easier to keep a firm grip on.瓶子的窄口处容易开启For future use.为了能继续使用STEP : 3步骤Take waiters friend (wine opener) in right hand and place the end with the cutting knife in between your thumb and index finger keeping a firm grip at all203、 times.左手的大拇指和食指放在开瓶器切割刀的尾部，以便牢牢地握住。Preparing to swing open the blade out of the waiters friend.拉出开瓶器的刀片STEP : 4步骤While still holding bottle in left hand take the waiters friend and place the other end in between your thumb and index finger keeping a firm grip at all times.左手仍然握住瓶子，大拇指和食指放在开瓶器切割刀的另一204、端，以便牢牢地握住To allow you to support the bottle and waiters friend in left hand together. Thus, allowing right hand to become free to swing open cutting blade.让你能够同时用左手握住瓶子和开瓶器，以便腾出右手STEP : 5步骤Open the cutting blade by inserting your right hand thumbnail into the crevice in the blade. It will swing out 205、to your right.用你的右手的拇指甲塞到刀片间的空隙，把刀片拉出。刀片被拽到你的右手边。Blade will open up. You are then ready to cut the foil.刀片被拉出，准备切瓶口薄金属片STEP : 6步骤Take the waiters friend in to your right hand at the same time releasing your grip of the waiters friend from your left hand.把开瓶器放到你右手，同时，把你的左手从开瓶器的手柄中释放出来This places the 206、waiters friend with blade out in your right hand.把已经拔出刀片的开瓶器放在你的右手TASK任务OPENING A BOTTLE OF WHITE AND ROSE WINE开瓶（白酒和玫瑰红）REASON WHY理由STEP : 7步骤With waiters friend in right hand and blade facing you take the blade to the bottom lip of the bottom top and press the sharp side of the blade against the c207、apsule.右手拿着开瓶器，刀片的锋利面靠在瓶塞上Cut at the bottom lip of capsule. 切割瓶塞的底部STEP : 8步骤Cut the entire circumference around the capsule.沿着瓶塞的边缘把瓶塞割开So capsule can be removed.可以拿掉瓶塞STEP : 9步骤Try to move and twist the bottle as little as possible.尽可能地少晃动瓶子So as to not disturb any sediment that may be inside the 208、bottle.避免有任何的沉淀物掉入瓶内STEP : 10步骤Once entire circumference of the neck has been cut use blade tip to lift the top section of the capsule of, exposing the cork.用刀尖围着瓶颈把瓶塞的顶层掀开，现出软木塞Removing the capsule allows us to proceed with removing the cork.移开瓶塞，以便方便我们取出软木塞STEP : 11步骤Place discarded piece of capsu209、le into your pocket. Do not put in ice bucket or on the floor.把不用的瓶塞放在你的口袋里，不要扔在冰桶里或地上For cleanliness. 为了清洁STEP : 12步骤Close the blade back into waiters friend.再把刀片合回开瓶器For safety安全STEP : 13步骤If necessary with right hand pick up waiters cloth from left forearm and proceed to wipe the top of the bottl210、e.必要时用右手从左手臂拿起布，开始擦拭瓶口。Sometimes dampness occurs and mold can occur. Cork can also leak slightly.有的时候会引起霉气，导致发霉。软木塞也会慢慢的漏气STEP : 14步骤Place waiters cloth with right hand back onto left hand.把服务生的布从右手放到左手上For future use.为了继续使用STEP : 15步骤With waiters friend in right hand, take it to your left hand and 211、place the end near the blade in between your left thumb and forefinger while still holding the bottle in your left hand.右手拿着开瓶器，当你的左手握住瓶子左手拇指和食指To prepare to swing open the corkscrew.准备摇出拔瓶塞器的螺丝锥TASK任务OPENING A BOTTLE OF WHITE AND ROSE WINE开瓶（白酒和玫瑰红）REASON WHY理由STEP : 16步骤Still holding waiters frien212、d in left thumb and forefinger. Use your right thumb and forefinger to swing open the corkscrew to a 90-degree angle from the handle of the waiters friend.用左手的拇指和食指握住开瓶器。用你的右手拇指和食指按30分钟的角度摇开软木塞To open corkscrew so it can be inserted in the cork.打开拔瓶塞器的螺丝锥，把螺丝锥插进软木塞。STEP : 17步骤Place the opened waiter213、s friend in the palm of your right hand with bottle opener end facing to your left.从软木塞的中央拔出软木塞To stop bottle opener from swinging freely.避免开瓶口随意摇晃STEP : 18步骤With your right thumb and forefinger, grip the base of the corkscrew firmly. Still grip the waiters friend with other fingers.用你的右手的拇指和食指牢牢的抓住214、软木塞的底部，其他的手指抓住开瓶器。To help guide the corkscrew into the cork.打开拔瓶塞器的螺丝锥，把螺丝锥插进软木塞。STEP : 19步骤Bring the wine bottle in your left hand to the center of the cork and push it in slightly.把葡萄酒瓶放在你的左手，从软木塞的中央轻轻地它推进去Easier to insert corkscrew.便于插入螺丝锥STEP : 20步骤Put the tip of the corkscrew into the center of215、 the cork and push it in slightly.把螺丝锥的顶部插入软木塞的中央，轻轻地拔出To ensure cork is removed without pieces breaking of .确保在没有任何破损的情况下把软木塞拔出。STEP : 21步骤Begin to turn the waiters friend with your right hand clockwise. Keeping the corkscrew vertical at all times.开始按顺时针方向转动螺丝锥，确保螺丝锥一直保持垂直方向For ease of removal and 216、ensuring no pieces will break off the cork.便于移开软木塞，确保没有任何的破损STEP : 22步骤Keep on turning the waiters friend until there is only half a spiral showing then stop.当开瓶器的螺丝锥只有一半露在外面的时候，就要停止继续转动了If you go further the corkscrew will go through the cork causing a piece to break off into the wine.如果你继续往里塞，螺丝锥很217、可能会弄穿软木塞，引起碎片掉入酒内。TASK任务OPENING A BOTTLE OF WHITE AND ROSE WINE开瓶（白酒和玫瑰红）REASON WHY理由STEP : 23步骤With your left hand gripping the bottleneck and thumb supporting the cork lever. Wrap your right hand fingers around the waiters friend and place your thumb down the spine of the opener.用你的左手握住瓶颈，拇指支持软木塞的218、平衡。用你右手的手指握住开瓶器，把你的拇指放在开瓶器的开口附近To prepare for the extraction of the cork. The thumb will give stability and leverage.准备拔出软木塞，拇指能起到稳定和平衡的作用。STEP : 24步骤Maintain a 20-30 cm distance from the bottle.和瓶子保持20-30公分的距离For ease of extraction and presentation.容易取出STEP : 25步骤Used your right hand and pull the h219、andle of the waiters friend upward slowly and smoothly. You will feel the cork rising out of the bottle.用你的右手，慢慢地平稳地拖出开瓶器的手柄。你会感到软木塞也跟着出来了If you withdraw the cork too quickly, chances are the cork will break into pieces.如果你很快地把软木塞抽出的话，很可能导致软木塞裂成碎片STEP : 26步骤When you feel that the cork is almost out,220、 give it a slight wiggle to release the last 2-3 mm from the bottle.当你觉得软木塞已经基本上快要全部出来的时候，轻轻的摇一下，至少从瓶子了拉出2-3毫米If you pull the cork out quickly it will make an unnecessary noise.如果你把软木塞很快地拔出的话，很可能造成不必要的声响STEP : 27步骤Once the cork is out unscrew it anti-clockwise from the corkscrew.当软木塞已经拔出后，把它按照逆时针的方向221、从螺丝锥里取出To present to the host, if necessary.如果必要的话要给客人看一下。STEP : 28步骤Place waiters friend in your pocket or out of sight.把开瓶器放到你的口袋里面或是移开视线的范围To keep your right hand free.腾出你的右手STEP : 29步骤Get the cork and put aside a small plate with under liner and place it on the host/ess right hand side. (Certain222、 circumstances do not require this to be done.)取下软木塞，放在右手上（有的情况下是不需要这么做的）Standard Company Procedure标准操作规则STEP : 30步骤If the guest does not need to see the cork place it in your pocket. Do not place in the ice bucket.如果客人不想看到软木塞的话，把它放在你的口袋里，而不要把它扔在冰桶里面。Standard Company Procedure标准操作规则Please note this 223、procedure will vary depending upon whether you are left handed or right handed.请注意，如果你是左撇子的话,这些步骤可以有所不同。TASK任务SERVING WHITE AND ROSE WINE为客人提供白酒和红酒REASON WHY理由STEP : 1步骤Pick up bottle with your left hand (always below the opening of the bottle).用左手拿起瓶子（低于瓶子的开口处）For hygiene卫生STEP : 2步骤Look at the bot224、tle and find the label.看看瓶子上的商标To be ready for presentation.展示给客人SREP : 3步骤Place neatly folder waiters cloth evenly in palm of right hand.把熨烫平整的布平铺在右手的掌心For wrapping around bottle.能包裹住瓶子STEP : 4步骤Place the base of the bottle with left hand into palm of right hand.用左手把瓶子的底部放在右手的掌心To enable you to wra225、p waiters cloth around the bottle.确保布能完全包裹住瓶子STEP : 5步骤Wrap the drapes of a waiters cloth around the body of the bottle. Make sure the label is showing at all times.用布把瓶身该住，确保商标能够露在外面So hands do not touch the cold bottle.所以手不能够碰冰的瓶子STEP : 6步骤Grasp the bottle wrapped in the waiters cloth with right h226、and.用右手握住用布包裹的瓶身Standard Company Procedure标准操作规则STEP : 7步骤Spread fingers evenly around the middle of the bottle-using index finger and thumb as a stabilizer.用手平整地围住瓶身的中间，用食指和拇指固定住For ease of pouring容易倒出STEP : 8步骤Step right foot toward right side of the guest.迈出右脚，靠近客人的右手边To become closer to the glas227、s.更接近客人STEP : 9步骤Tilt your back forward slightly.轻微地弯下身体To become closer to the glass.更接近客人STEP : 10步骤Keep your left hand behind your back pressed against the back of your spine.把你的左手背到背后，架在你的脊椎骨上Standard Company Procedure标准操作规则STEP : 11步骤Smoothly take bottle towards the glass ensuring the bottle ne228、ver touches the glass.平稳地让瓶子靠近玻璃杯，确保瓶子不要碰到玻璃杯Standard Company Procedure标准操作规则TASK任务SERVING WHITE AND ROSE WINE为客人提供白酒和红酒REASON WHY理由STEP : 12步骤Proceed to pour 15 to 30mls (approximately) of white wine into hosts glass with the label facing the host/ess at all times.往杯子里面倒入5-30毫升的白酒。在倒的过程，要取保商标都是对着客人229、的。(No fingers or cloth should cover the label)手指和布不要遮住商标So the host can approve of the bottle in case of spoilage. 让客人确认商标，避免浪费So label can be seen.可以看到商标STEP : 13步骤Once host/ess approves, serve the first woman (if applicable) to her left then continue with other women first in a clockwise direction230、. Serve the first male (if applicable) to the hosts left and move clockwise eventually finishing with the host/ess.在得到客人的认可后，为第一位女客人倒酒，然后从她右边开始按照顺时针的方向依次先为其他的女客人先倒酒。然后再按顺时针的方向为其他的男客人倒酒This is the standard service sequence.标准操作规则STEP : 14步骤When pouring white wine pour the wine as steadily and slowly 231、as possible.在倒白酒的时候，要尽量倒得稳一点，慢一点。Do not reach over and tilt the glass.不要碰到杯壁和杯口So the wine doesnt surge out of the bottle. Stops the wine from splashing.所以不要把酒从瓶子里面涌出来，避免酒四处飞溅STEP : 15步骤Only fill glasses half to two thirds full (unless otherwise instructed).除非客人有要求，否则酒只要倒玻璃杯的一半或是三分二Standard Company 232、Procedure标准操作规则STEP : 16步骤Turn or twist the bottle at the end.轻轻转动一圈瓶子To avoid drips 避免有酒滴下来STEP : 17步骤After serving all the guests carefully place bottle in ice bucket on a slight angle.在给所有的客人倒完酒后，轻轻地把瓶子放在冰桶的里面，要保持一定的角度To keep wine chilled. For ease of picking up.保持酒的温度，同时便于取出STEP : 18步骤Whenever p233、ossible, leave one waiters cloth draped over ice bucket.留下一块布盖在冰桶上In case another staff member refills a glass, the cloth can wipe the bottle dry and be used to wrap around the bottle.以免其他工作人员斟酒的时候可以用这块布擦干瓶身，包住瓶子STEP : 19步骤If the host/ess orders a fresh bottle always give them a new glass for tastin234、g (unless otherwise instructed).如果客人点了一瓶新酒，要给他们换一个杯子（除非有特别的要求）To ensure that the host is allowed to get a true taste of the wine.确保客人能够品尝到纯正的口味TASK任务PRESENTING RED WINE准备红酒REASON WHY理由STEP : 1步骤Collect bottle from cellar or bar person.从地窖或是吧台人员那里拿酒To present to host/ess给展示给客人STEP : 2步骤Carry bottle i235、n cradle of right arm (with waters cloth) close to your body next to your hip.用你的右手，把酒装在篮子里面带给客人（要有一块布料盖在上面），篮子要靠近你的腰部To minimize bottle movement. Use waiters cloth for presentation and for hygiene.减小瓶子的晃动，用布是为了展示给客人看，也是为了卫生STEP : 3步骤Approach host/ess on their right hand side and prepare to present 236、the bottle to the host/ess.靠近客人的右手边，准备把瓶子展示给客人Always present drinks and serve drinks on right hand side with your right hand.通常在展示酒或倒酒时总是站在右边，用且是用右手STEP : 4步骤Step right foot forward toward right side of the host/ess then, facing the host, bend forward slightly and with bottle still in forearm and ba237、se in palm. Show the bottle label to the host/ess.迈出右脚，朝客人的右手边走去，面对客人，身体略倾，瓶子仍然放在前臂的手掌中。给客人看瓶子的商标。With open left palm all fingers directed at the labe.用左手所有手指指向商标So host/ess can see more easily and they can read the label.以便客人能够更容易地看到、读到商标Left palm and fingers are a guide 左手的手掌和手指是用来指引的STEP : 5步骤Say238、 to Host/ess: “Excuse me Sir/Madam, your bottle of :” : state the vintage (if applicable), Company name, then grape variety or style. E.g. “Excuse me Sir/Madam your bottle of 1982 Robert Mondavi Cabernet Sauvignon”对客人说“先生/小姐，您要的酒”，介绍这瓶酒的年限，公司的名称，葡萄的种类“先生，这是您点的1982年的红葡萄酒Standard Procedures. Allows ho239、st/ess to ensure it is the correct bottle.标准操作规则。让客人确认商标是否正确STEP : 6步骤Wait for host/ess acknowledgement or approval that you are presenting the correct bottle.等待客人确认你所提供的酒是正确的Standard Company Procedure标准操作规则TASK任务PREPARING TO SERVE RED WINE为客人倒红酒前的准备工作REASON WHY理由STEP : 1步骤Check to see if correct gl240、asses are on the table. If not follow step 2.检查一下是否桌上已摆放了相应的杯子，如果没有，按第二步来做Some outlets do not have wine glasses on the table.有些地方没有放葡萄酒杯在桌子上STEP :2步骤Correct glassware for each guest.给每一位客人摆放正确的杯子Guest must have correct drinking glasses.客人要有正确的饮料杯STEP : 3步骤Carry glasses on a tray.把杯子放在托盘的里面Always car241、ry glasses on a tray. Never by hand. Hygiene.要把盘子放在托盘里面，不要直接用手拿，卫生STEP : 4步骤When placing glasses, always hold it by the stem or as close to the base as possible.当摆放杯子的时候，要握住杯子的根部或是杯子的底座For hygiene.卫生STEP : 5步骤Standing on the right hand side of the first woman (if applicable) to the host/ess left. Pl242、ace the glass down on the guest right hand side, walk clockwise ad place the other glasses down for women first. Next the first man (if applicable) to the host/ess left, and walk clockwise, placing the last glass on the right hand side of the host.站在最靠近的第一位女士旁边，把杯子放在客人的右手边，然后按照顺时针的方向，先给女士摆放杯子，然后在从左手243、边的第一位男士开始，按顺时针方向为男士摆放。This is the standard service sequence.标准操作规则TASK任务OPENING A BOTTLE OF RED WINE开红酒REASON WHY理由STEP : 1步骤Upon host/ess approval, take one step backward from the table.在征求客人的同意后，朝桌子向前迈一步To allow yourself a space for opening the bottle.给自己腾出开瓶子的空间STEP :2步骤Firmly grasp the bottle ar244、ound the shoulder and beginning of neck with your left hand.用你的左手牢牢地握着瓶子Waiters cloth should remain draped evenly over left forearm at all times.服务生要在衣服的前臂上平铺一块布料Narrowest part of the bottle is easier to keep a firm grip on.瓶子的窄口处容易开启。For future use.为了能继续使用STEP : 3步骤Take waiters friend (wine opener)245、 in right hand and place the end with the cutting knife in between your thumb and index finger with the knife facing outwards.左手的大拇指和食指放在开瓶器切割刀的尾部，以便牢牢地握住。Preparing to swing open the blade out of the waiters friend.拉出开瓶器的刀片STEP : 4步骤While still holding bottle in left hand, take the waiters friend an246、d place the other end in between your thumb and index finger, keeping a firm grip at all times.左手仍然握住瓶子，大拇指和食指放在开瓶器切割刀的另一端，以便牢牢地握住To allow you to support the bottle and waiters friend in left hand together, thus allowing right hand to become free to swing open cutting blade.让你能够同时用左手握住瓶子和开瓶器，以便腾出右手S247、TEP : 5步骤Open the cutting blade by inserting your right hand at the same time releasing your grip of the waiters friend from your left hand.用你的右手的拇指甲塞到刀片间的空隙，把刀片拉出。刀片被拽到你的右手边。Blade will open up. You are then ready to cut the foil.刀片被拉出，准备切瓶口薄金属片STEP : 6步骤Take the waiters friend into your right hand 248、at the same time releasing your grip of the waiters friend from your left hand.把开瓶器放到你右手，同时，把你的左手从开瓶器的手柄中释放出来This places the waiters friend with blade out in your right hand.把已经拔出刀片的开瓶器放在你的右手STEP : 7步骤With waiters friend in right hand and blade facing you, taking the blade to the bottom lip of the b249、ottom top and press the sharp side of the blade against the capsule.右手拿着开瓶器，刀片的锋利面靠在瓶塞上Cut at the bottom lip of capsule 切割瓶塞的底部STEP : 8步骤Cut the entire circumference around the capsule沿着瓶塞的边缘把瓶塞割开To remove capsule from the bottle可以拿掉瓶塞TASK任务OPENING A BOTTLE OF RED WINE开红酒REASON WHY理由STEP : 9步骤Try to250、 move and twist the bottle as little as possible.尽可能地少晃动瓶子So as to not disturb any sediment that may be inside the bottle.避免有任何的沉淀物掉入瓶内STEP : 10步骤Once entire circumference of the neck has been cut, use blade tip to lift the top section of the capsule, exposing the cork.用刀尖围着瓶颈把瓶塞的顶层掀开，现出软木塞Removing 251、the capsule allows to proceed with removing the cork.移开瓶塞，以便方便我们取出软木塞STEP : 11步骤Place discarded piece of capsule into your pocket. Do not put on the floor.把不用的瓶塞放在你的口袋里，不要扔在冰桶里或地上For cleanliness and as a standard Procedure为了清洁，标准操作规则STEP : 12步骤Close the blade back into the waiters friend.再把刀片合回开瓶器Fo252、r safety为了安全STEP : 13步骤If necessary use right hand to pick up waiters cloth from left forearm and proceed to wipe the top of the bottle.必要时用右手从左手臂拿起布，开始擦拭瓶口。Sometimes dampness occurs and mold can occur. Cork can also leak slightly.有的时候会引起霉气，导致发霉。软木塞也会慢慢的漏气STEP : 14步骤Place waiters cloth with right ha253、nd back onto left hand.把服务生的布从右手放到左手上For future use.为了继续使用STEP : 15步骤With waiters friend in right hand, take it to your left hand. Place the end near the blade in between your left thumb and forefinger while still holding the bottle in your left hand.右手拿着开瓶器，当你的左手握住瓶子左手拇指和食指To prepare to swing open 254、the corkscrew.准备摇出拔瓶塞器的螺丝锥STEP : 16步骤Still holding waiters friend in left thumb and forefinger, use your right thumb and forefinger. Swing open the corkscrew to a 90-degree angle from the handle of the waiters friend.用左手的拇指和食指握住开瓶器。用你的右手拇指和食指按90度角摇开软木塞To open corkscrew so it can be inserted in the c255、ork.打开拔瓶塞器的螺丝锥，把螺丝锥插进软木塞。STEP : 17步骤Place the opened waiters friend in the palm of your right hand with bottle opener end, facing to your left.从软木塞的中央拔出软木塞To stop bottle opener from swinging freely.避免开瓶口随意摇晃STEP :18步骤With your right thumb and forefinger gripping the base of the corkscrew firmly, wai256、ters friend with other fingers.用你的右手的拇指和食指牢牢的抓住软木塞的底部，其他的手指抓住开瓶器。To help guide the corkscrew into the cork打开拔瓶塞器的螺丝锥，把螺丝锥插进软木塞。TASK任务OPENING A BOTTLE OF RED WINE开红酒REASON WHY理由STEP :19步骤Bring the wine bottle in your left hand to the center of your chest, at least 20cm away from your body.把葡萄酒瓶放在你的左手257、，离胸口20厘米的地方的It would be easy to insert corkscrew.便于插入螺丝锥STEP : 20步骤Put the tip of the corkscrew into the center of the cork and push it in slightly.把螺丝锥的顶部插入软木塞的中央，轻轻地拔出To ensure cork is removed without pieces breaking of.确保在没有任何破损的情况下把软木塞拔出。STEP : 21步骤Begin to turn the waiters friend with your righ258、t hand clockwise, keeping the corkscrew vertical at all times.开始按顺时针方向转动螺丝锥，确保螺丝锥一直保持垂直方向For ease of removal and ensuring no pieces will break of the cork.便于移开软木塞，确保没有任何的破损STEP : 22步骤Keep on turning the waiters friend until there is only half a spiral showing, then stop.当开瓶器的螺丝锥只有一半露在外面的时候，就要停止继续转动了259、If you go further, the corkscrew will go through the cork, causing a piece to break off into the wine.如果你继续往里塞，螺丝锥很可能会弄穿软木塞，引起碎片掉入酒内。STEP : 23步骤With your left hand gripping the bottleneck and thumb supporting the cork lever, wrap your right hand fingers around the waiters friend and place your thumb260、 down the spine of the opener.用你的左手握住瓶颈，拇指支持软木塞的平衡。用你右手的手指握住开瓶器，把你的拇指放在开瓶器的开口附近To prepare for the extraction of the cork. The thumb will give stability and leverage.准备拔出软木塞，拇指能起到稳定和平衡的作用。STEP : 24步骤Keeping the bottle a comfortable distance in front of your body, 20-30cm away.和瓶子保持20-30公分的距离For ease 261、of extraction and presentation容易取出STEP : 25步骤Proceed to use your right hand and pull the handle of the waiters friend upward slowly and smoothly. And feel the cork rising out of the bottle.用你的右手，慢慢地平稳地拖出开瓶器的手柄。你会感到软木塞也跟着出来了If you withdraw the cork too quickly, you enhance the opportunity to break th262、e cork.如果你很快地把软木塞抽出的话，很可能导致软木塞裂成碎片STEP : 26步骤When the cork is almost out, give it a slight wiggle to release the last 2-3 mm from the bottle.当你觉得软木塞已经基本上快要全部出来的时候，轻轻的摇一下，至少从瓶子了拉出2-3毫米If you pull the cork out quickly, it will make an unnecessary noise.如果你把软木塞很快地拔出的话，很可能造成不必要的声响TASK任务OPENING A BOTTLE 263、OF RED WINE开红酒REASON WHY理由STEP : 27步骤Once the cork is out, unscrew it counter-clockwise from the corkscrew.当软木塞已经拔出后，把它按照逆时针的方向从螺丝锥里取出To present to the host if necessary.如果必要的话要给客人看一下。STEP : 28步骤Place waiters friend in pocket or out of sight.把开瓶器放到你的口袋里面或是移开视线的范围Release right hand for use.腾出你的右手STEP264、 : 29步骤Get the cork and a side small plate with under liner and place it on the host/ess right hand side (Certain circumstances do not require this to be done).取下软木塞，放在右手上（有的情况下是不需要这么Standard Company Procedure标准操作规则STEP : 30步骤If the guest does not need to see the cork, place it in pocket.如果客人不想看到软木塞265、的话，把它放在你的口袋里，而不要把它扔在冰桶里面。Standard Company Procedure标准操作规则Please note this procedure will vary depending upon whether you are left handed or right handed.请注意，如果你是左撇子的话,这些步骤可以有所不同。Additional information: A wine basket should never be used for pouring at a table. Its purpose is to hold the bottle stead266、y for opening, keeping it as near to horizontal as possible.额外信息：装酒的篮子在倒酒的时候要把它卸下来。篮子在开瓶的时候保持瓶子稳定性，尽量让瓶子保持水平状态TASK任务SERVING RED WINE为客人提供红酒REASON WHY理由STEP : 1步骤Pick up bottle with your left hand (always below the opening of the bottle).用左手拿起瓶子（低于瓶子的开口处）For hygiene卫生STEP : 2步骤Look at the bottle and 267、find the label.看看瓶子上的商标So you know where the label is.为了展示给客人STEP : 3步骤Place neatly folded waiters cloth evenly in palm of right hand.把熨烫平整的布平铺在右手的掌心For wrapping around the bottle.为了能包裹住瓶子STEP : 4步骤Place the base of the bottle with left hand into palm of right hand.用左手把瓶子的底部放在右手的掌心To enable you to w268、rap waiters cloth around the bottle.确保布能完全包裹住瓶子STEP : 5步骤Wrap the drapes of a waiters cloth around the body of the bottle. Make sure the label is showing at all times.用布把瓶身该住，确保商标能够露在外面Standard Company Procedure标准操作规则STEP :6步骤Grasp the bottle, wrapped in the waiters cloth, with right hand.用右手握住用布包裹的269、瓶身Standard Company Procedure标准操作规则STEP : 7步骤Spread fingers evenly around the middle of the bottle, using index finger and thumb as stabilizers.用手平整地围住瓶身的中间，用食指和拇指固定住For ease of pouring.容易倒出STEP : 8步骤Step right foot toward right side of the guest.迈出右脚，靠近客人的右手边To become closer to the glass.更接近杯子STEP :270、 9步骤Tilt your back forward slightly.轻微地弯下身体To become closer to the glass.更接近杯子STEP : 10步骤Keep your left hand behind your back and press against the back of your spine.把你的左手背到背后，架在你的脊椎骨上Standard Company Procedure标准操作规则STEP : 11步骤Smoothly take bottle towards the glass, ensuring the bottle never touche271、s the glass.平稳地让瓶子靠近玻璃杯，确保瓶子不要碰到玻璃杯Standard Company Procedure标准操作规则STEP : 12步骤Proceed to pour 15 to 30 mls (approximately) of red wine into hosts glass.Label must face the host/ess at all times.往杯子里面倒入15-30毫升的红酒。在倒的过程，要取保商标都是对着客人的。(No fingers or cloth covering the label)手指和布不要遮住商标So host/ess can app272、rove of the bottle if it may be spoiled. So they can see the label.让客人确认商标TASK任务SERVING RED WINE为客人提供红酒REASON WHY理由STEP : 13步骤Once host/ess approves, proceed to serve the first woman (if applicable) to their left then continue with woman first in a clockwise direction. Serve the first male (if appli273、cable) to the host/ess left and move clockwise eventually finishing with the host/ess.在得到客人的认可后，为第一位女客人倒酒，然后从她右边开始按照顺时针的方向依次先为其他的女客人先倒酒。然后再按顺时针的方向为其他的男客人倒酒This is the standard service sequence.标准操作规则STEP : 14步骤When pouring red wine, pour the wine as steadily and slowly as possible.在倒白酒的时候，要尽量倒得稳一点，慢274、一点。Do not reach over and tilt the glass.不要碰到杯壁和杯口So the wine does not surge out of the bottle. Stops the wine splashing.所以不要把酒从瓶子里面涌出来，避免酒四处飞溅STEP : 15步骤Only fill glasses half to two thirds full (unless otherwise instructed).除非客人有要求，否则酒只要倒玻璃杯的一半或是三分二Standard Company Procedure标准操作规则STEP : 16步骤Turn or275、 twist the bottle at the end. 轻轻转动一圈瓶子To avoid drips.避免有酒滴下来STEP : 17步骤After serving all of the guest and host/ess, carefully place the bottle on the host/ess right.在给所有的客人倒完酒后，小心地把瓶子放在右边Standard Company Procedure标准操作规则STEP : 18步骤When placing the bottle on the table, use a wine coaster (if available276、) or a doilied side plate underneath.在把瓶子放在桌上的时候，要用杯垫或是把有小餐布的盘子垫在下面To prevent rings appearing on the linen or bare table.避免戒指等掉到桌布或是空桌子上STEP : 19步骤It should be placed approximately 30-40cm away from the host/ess, but still within a reachable distance for the host/ess.瓶子要放在离客人30-40厘米的地方，但也要让客人能够够得着的地277、方Standard Company Procedure标准操作规则STEP : 20步骤Ensure the label is facing towards the host/ess.确保商标对着客人So they can see the label.让客人确认商标STEP : 21步骤Present the cork to the host/ess, if necessary on their right hand side on a doilied side plate.把软木塞给客人看一下，必要时把它放有垫布的盘子上Standard Company Procedure标准操作规则TASK278、任务SERVING RED WINE为客人提供红酒REASON WHY理由STEP : 22步骤If the host/ess orders a fresh bottle, always give them a new glass for tasting (unless otherwise instructed).如果客人点了一瓶新的酒，要给他们换上新的杯子（除非有特殊的要求）To ensure host/ess is allowed to get a true taste of the wine.确保客人能够品尝到纯正的口味Please note this procedure will va279、ry depending upon whether you are left handed or right handed.这些操作根据你习惯用左手还是右手来决定TASK任务PREPARING TO DECANT WINE准备非整瓶酒REASON WHY理由STEP : 1步骤Get necessary equipment for decanting wine.准备非整瓶酒所需的必要设施1 x Bottle (Already opened).1瓶已经开启的酒2 x Waiters cloth2块服务巾1 x Candle (and matches or lighter) or Flashlig280、ht (or any bright light source)1根蜡烛（火柴或打火机）或是手电筒（或任何光源）1 x Decanter (Carafe or any vessel made out of inert material)1个容器（玻璃杯或是试管能够把里面的酒导出）To decant倒酒In case of spillage避免溢出To see where sediment is in the bottle能够看到杯子里面是否有沉淀物For pouring the wine into from the bottle.把酒从杯子里面倒出来STEP : 2步骤Ensure you ha281、ve the necessary room for decanting e.g. service station, table or gueridon trolley.确保你有足够的空间来处理非整瓶酒，例如：服务台，桌子，手推车This procedure needs room to be executed correctly.这个步骤需要足够的空间来正确操作STEP : 3步骤Place the light source e.g. candle directly in front of you.把光源，如蜡烛等放在你的前方Preparing to decant.准备装酒STEP : 4步骤T282、o the left of the light source place the decanter.在光源的左边放下容器Preparing to decant准备装酒STEP : 5步骤To the right of light source, place the opened bottle (upright).在光源的右边打开瓶子（垂直）Preparing to decant keep bottle upright so the sediment (if any) remain at eh bottom of the bottle.把瓶子垂直摆放，确保沉淀物能够留在瓶底STEP : 6步骤P283、lace waiters cloth in between light source and decanter. Ready to use if necessary.把服务巾摆放在光源和容器的中间，以备必要的时候使用For cleanliness为了干净TASK任务DECANTING WINE装非整瓶酒REASON WHY理由STEP : 1步骤Ensure light source is on or alight.确保光源已经备好To see through the bottle.能够看清瓶子里面STEP : 2步骤Pick up bottle with your right hand, h284、olding it below of the shoulder at all times.用右手把瓶子拿起，把它握在肩下Wipe the lip of the bottle with your waiters cloth用服务巾擦试瓶口So you can see through the shoulder of the bottle. 能够看到瓶子的里面For hygiene.卫生STEP : 3步骤Pick up decanter with your left hand, holding it below the opening at all times.用左手拿起容器，要握在容器的开口下放285、For hygiene卫生STEP :4步骤Bring both the bottle and decanter in front of you. (20-30cm away from of your chest)把瓶子和容器都放在你的前方（离你的胸前20-30厘米的地方）Preparing to decant准备装酒STEP : 5步骤Place the shoulder of the bottle directly above the light source.把瓶子直接放在光源的上面So the light passes through the bottle.光线能够透过瓶子STEP :286、 6步骤Tilt the bottle and decanter slightly and slowly begin pouring.轻微地倾斜瓶子和容器，把酒慢慢地倒出Pour slowly or else wine will surge and spill.要倒得慢一点，以防酒涌出或溢出来STEP : 7步骤Look through the bottle into the light source, and see the wine passing above the light source on its way to the decanter.把瓶子对着光源，透过光源看看瓶子的里面To287、 monitor for sediment.避免沉淀物STEP : 8步骤At the beginning, the wine should be clear (If not place bottle upright for as long as possible before re-commencing).刚开始也许酒看上去没有杂质（尽量让瓶子垂直地多放一会）To allow sediment to settle on the base of the bottle.让沉淀物沉到瓶底STEP : 9步骤When sediment appears, normally towards the en288、d of the pouring, stop and leave the dregs in the bottom of the bottle.当出现杂质的时候，马上停止，让它沉到瓶底The sediment is unsightly to the eye and tastes bitter.杂质影响视觉和口感STEP : 10步骤If there is no sediment, keep on pouring until the entire bottle has been transferred into the decanter.如果没有杂质，就一直往里倒，直到瓶子里面的酒全部都倒到杯子里289、面We decant wine sometimes so that it can aerate.我们倒酒的时候会产生气泡TASK任务DECANTING WINE装非整瓶酒REASON WHY理由STEP : 11步骤Upon completion, gently place down both bottle and decanter on table.倒完以后把瓶子和容器一起放在桌子上So as not to disturb the wine with rapid movement.这样酒就不会剧烈振动STEP : 12步骤Put out the light source.灭掉光源Utensi290、l is no longer required.不再需要容器STEP : 13步骤With waiters cloth evenly hanging on left hand, the decanted wine can now be presented to the host/ess.把服务巾平铺在你的左手，把非整瓶酒端给客人For approval by the host/ess.得到客人的认同Note: This procedure may vary depending upon whether you are right handed or left handed.这些操作根据你习惯用291、左手还是右手来决定TASK任务PRESENTING DECANTED WINE准备给客人上非整瓶酒REASON WHY理由STEP : 1步骤Wine that is to be decanted should be presented before it is opened.酒瓶在打开之前要给客人看一看Standard Company Procedure标准操作规则STEP : 2步骤Upon completion of decanting, the bottle should be placed on the host/ess right.在装完酒之后，瓶子要放在客人的右手边Standar292、d Company Procedure标准操作规则STEP : 3步骤When placing the bottle on the table, use a wine coaster (if available) or a doilied side plate underneath.把瓶子放在桌子上的时候,要用酒杯垫或是有小餐布的盘子垫在下面To prevent rings appearing on linen or bare table.避免戒指等掉到桌布或是空桌子上STEP : 4步骤Placed 30-40cm away from the host/ess within a reacha293、ble distance for the host/ess.瓶子要放在离客人30-40厘米的地方，但也要让客人能够够得着的地方So they can see the label. 让客人能够看到商标Standard Company Procedure.标准操作规则STEP : 5步骤Ensure the label is facing towards the host/ess, on a doilied laid to the right of the host/ess.确保商标对着客人So they can see the label. 让客人能够看到商标Standard Company P294、rocedure.标准操作规则STEP :6步骤Present the cork, if necessary, on a doilied plate to the right of the host/ess.把软木塞给客人看一下，必要时把它放有垫布的盘子上放在客人的右手边Standard Company Procedure标准操作规则TASK任务SERVING FROM A DECANTER给客人倒非整瓶酒REASON WHY理由STEP : 1步骤Keep waiters cloth evenly draped on left forearm.把服务巾平铺在前臂For any drips o295、r spillage避免酒滴出或是溢出STEP : 2步骤Pick up decanter with right hand, always below the opening.用右手把容器拿起,但要低于开口处For hygiene卫生STEP : 3步骤Walk steadily with decanter in right hand and left hand underneath, approaching the host/ess.右手拿着容器,左手拖着底部慢慢地走到客人的面前Do not move quickly so it will disturb the wine.不要移动得太快,否296、则会影响酒STEP : 4步骤Step right foot toward right side of the guest.用右脚迈到客人的右手边To become closer to the glass.靠近玻璃杯STEP : 5步骤Tilt your back forward slightly.轻微地弯下身体To become closer to the glass.靠近玻璃杯STEP :6步骤With waiters cloth in left hand, keep hand behind your back, pressed against the back of your pine.297、把服务巾放在左手,把手放在背后,贴着你的脊背Standard Company Procedure标准操作规则STEP : 7步骤Smoothly, take decanter towards the glass, ensuring the bottle never touches the glass.把容器拿到玻璃杯的附近,确保瓶子不会碰到玻璃杯Standard Company Procedure标准操作规则STEP : 8步骤Proceed to pour 15 to 30 mls (approximately) of wine into hosts glass.倒15-30毫升的酒到客人的298、杯子里面So host/ess can approve of the bottle it may be spoiled.征求客人的同意STEP : 9步骤Once the host/ess approves, proceed to serve the first woman (if applicable) to their left and continue with woman first in a clockwise direction. Serve the first male (if applicable) to the host/ess left and move clockwise299、 eventually finishing with the host/ess.在得到客人的认可后，为第一位女客人倒酒，然后从她右边开始按照顺时针的方向依次先为其他的女客人先倒酒。然后再按顺时针的方向为其他的男客人倒酒This is the standard service sequence. 标准操作规则TASK任务SERVING FROM A DECANTER给客人倒非整瓶酒REASON WHY理由STEP : 10步骤When pouring wine from a decanter pour as steadily and slowly as possible.在倒白酒的时候，要尽量倒300、得稳一点，慢一点。Do not reach over and tilt the glass.不要倾斜玻璃杯So the wine does not surge out of the decanter and spill everywhere.所以不要把酒从瓶子里面涌出来，避免酒四处飞溅STEP : 11步骤Only fill glass half to two thirds full (unless otherwise instructed).酒只要倒玻璃杯的一半或是三分二（除非客人有要求）Standard Company Procedure标准操作规则STEP : 12步骤Twist the301、 decanter at the end.轻轻转动一圈瓶子To avoid drips.避免有酒滴下来STEP : 13步骤After serving all the guests. Carefully, place decanter on a coaster or on doilied side plate near host/ess.在给所有的客人倒完酒后,把容器放在杯垫或是有垫布的盘子里Standard Company Procedure标准操作规则TASK任务PRESENTING CHAMPAGNE / SPARKLING WINE展示香槟或气泡酒REASON WHY理由STEP : 302、1步骤Collect bottle from refrigerator or bar person.从地窖或是吧台人员那里拿酒To present to Host/ess展示给客人STEP : 2步骤Carry bottle in cradle of right arm (with waiters cloth) close to your body next to your hip.用你的右手，把酒装在篮子里面带给客人（要有一块布料盖在上面），篮子要靠近你的腰部To minimize bottle movement. Use waiters cloth for absorbing moisture and for hygiene.减小瓶子的晃动，用布是为了展示给客人看，也是为了卫生STEP : 3步骤Approach host/ess on their right hand side and prepare to present the bottle to the host/ess.靠近客人的右手边，准备把瓶子展示给客人Always present drinks and ser